Journal of Guangdong University of Technology ›› 2019, Vol. 36 ›› Issue (01): 29-34,50.doi: 10.12052/gdutxb.180107

Previous Articles     Next Articles

A Study of Enterprise WeChat Popularity and Service Quality: Cases from Logistics Firms

Du Helen S., Jiang Rui-xin, Zhu Lin   

  1. School of Management, Guangdong University of Technology, Guangzhou 510520, China
  • Received:2018-07-21 Online:2019-01-25 Published:2018-12-05

HTML

PDF (PC)

2824

Abstract: The logistics industry needs high-quality service to obtain rich profits and user loyalty. Mobile social platforms such as WeChat provide new channels for logistics enterprises to enhance their competitiveness. However, logistics firms have not found effective measures to enhance their WeChat influence, and research regarding the influence of firm-based mobile social media is lacking in the logistics industry. Based on the heuristic-systematic model, the relationship between various information cues, WeChat influence and service quality are explored by quantitative content analysis and qualitative research. Research shows that heuristic cues (i.e. content freshness and source credibility) as well as systematic cues (i.e. mobile transaction navigation and user interaction) can potentially affect enterprise WeChat popularity. Logistics company WeChat has positive impact on the time, personnel and quality of logistics service. And WeChat positively influences time quality, personnel service quality and cargo integrity.

Key words: mobile social media, WeChat popularity, heuristic-systematic model, logistics service quality

CLC Number: 

  • C931.6
[1] HOEHLE H, VENKATESH V. Mobile application usability:conceptualization and instrument development[J]. MIS Quarterly, 2015, 39(2):435-472
[2] DU H S. The role of media-embedded heuristics in achieving online readership popularity[J]. Journal of the Association for Information Science and Technology, 2014, 65(2):302-312
[3] 杜松华, 柯晓波, 易虎, 等. 技术依赖与社会构建视角下的社交媒体竞争力研究综述[J]. 广东工业大学学报, 2017, 34(4):1-11 DU H S, KE X B, YI H, et al. A review of social media popularity studies:a technology dependent and social construction perspective[J]. Journal of Guangdong University of Technology, 2017, 34(4):1-11
[4] CHAIKEN S. Heuristic versus systematic information processing and the use of source versus message cues in persuasion[J]. Journal of Personality & Social Psychology, 1980, 39(5):752-766
[5] 杜松华, 柯晓波, 后锐, 等. 基于HSM的企业微信影响力研究:以P2P网贷平台为例[J]. 管理评论, 2016, 28(12):198-212 DU H S, Ke X B, HOU R, et al. HSM-based enterprise wechat study:an empirical analysis of P2P lending companies[J]. Management Review, 2016, 28(12):198-212
[6] HOVLAND C I, WEISS W. The influence of source credibility on communication effectiveness[J]. Educational Technology Research and Development, 1953, 1(2):142-143
[7] ZHANG K Z K, ZHAO S J, CHEUNG C M K, et al. Examining the influence of online reviews on consumers' decision-making[J]. Decision Support Systems, 2014, 67:78-89.
[8] KOH Y J, SUNDAR S S. Heuristic versus systematic processing of specialist versus generalist sources in online media[J]. Human Communication Research, 2010, 36(2):103-124
[9] PARBOTEEAH D V, VALACICH J S, WELLS J D. The influence of website characteristics on a consumer's urge to buy impulsively[J]. Information Systems Research, 2009, 20(1):60-78
[10] BURTON S, SOBOLEVA A. Interactive or reactive? marketing with twitter[J]. Journal of Consumer Marketing, 2011, 28(7):491-499
[11] SICILIA M, RUIZ S, MUNUERA J L. Effects of interactivity in a web site:the moderating effect of need for cognition[J]. Journal of advertising, 2005, 34(3):31-44
[12] PARASURAMAN A, ZEITHAML V A, BERRY L L. Servqual:a multiple-item scale for measuring consumer perceptions of service quality[J]. Journal of Retailing, 1988, 64(1):12-40
[13] MENTZER J T, WILLIAMS L R. The role of logistics leverage in marketing strategy[J]. Journal of Marketing Channels, 2001, 8(3-4):29-47
[14] PARASURAMAN A, ZEITHAML V A, MALHOTRA A. E-S-Qual:a multiple-item scale for assessing electronic service quality[J]. Journal of Service Research, 2005, 7(3):213-233
[15] 何浏. B2B2C环境下快递服务品牌的消费者满意研究——感知服务质量的中介效应[J]. 中国软科学, 2013(12):114-127 HE L. Consumer satisfaction of the express service brand under B2B2C e-commerce:mediated effects of perceived service quality[J]. China Soft Science Magazine, 2013(12):114-127
[16] MENTZER J T, GOMES R, KRAPFEL R E. Physical distribution service:a fundamental marketing concept?[J]. Journal of the Academy of Marketing Science, 1989, 17(1):53-62
[17] STANK T P, GOLDSBY T J, VICKERY S K, et al. Logistics service performance:estimating its influence on market share[J]. Journal of Business Logistics, 2011, 24(1):27-55
[18] XING Y, GRANT D B. Developing a framework for measuring physical distribution service quality of multi-channel and "pure player" internet retailers[J]. International Journal of Retail & Distribution Management, 2006, 34(4/5):278-289
[1] Du Helen S., Li Zhan-yao, Li Dong-xia, Jiang Rui-xin. The Influencing Mechanism of User Empathy Expression and Purchase Intention in Interactive Social Media Advertising [J]. Journal of Guangdong University of Technology, 2021, 38(04): 17-25.
Viewed
Full text


Abstract

Cited
  Shared   
  Discussed   
No Suggested Reading articles found!
Copyright © 2017 Journal of Guangdong University of Technology
Add：729 East Dongfeng RD., Guangzhou PRC. Postcode: 510090
Tel：020-37626653,020-37626139,020-37626396
Email：xbzrb@gdut.edu.cn
Supported:Beijing Magtech