附录A 译文
物流最后一公里调查
随着计算机网络的迅速发展和各种基于Internet应用的普及，电子商务近年来在中国得到了迅速发展。B2C和C2C的发展比其他类型的电子商务更快速、更活跃，它们的交易量占电子商务交易的主要份额。电子商务需要完善的物流系统来完成货物的转移。然而，对于与B2C和C2C等个人消费者在进行电子商务交易时，他们的“最后一公里”配送与普通物流不同，对配送模式要求严格，时效性高，个性化配送多，小批量订单多，这使得“最后一公里”面临许多问题。 近几年来，虽然电子商务的迅猛发展推动了快递业务的迅速发展，但它还不能满足B2C电子商务的要求。物流业的“最后一公里”配送已成为电子商务发展的瓶颈。如何改善电子商务物流系统，以保护消费者在低成本下的利益成为一个巨大的挑战。B2C行业“最后一公里”配送中存在的问题亟需解决，在对电子商务物流中的“最后一公里”配送进行调查、统计和分析的基础上，从电子商务客户的经济地位、社会文化背景以及配送需求出发，将电子商务客户划分为四个不同的群体。通过对一些成功的配送模式的分析结果、电子商务物流的发展趋势以及不同客户群体的需求和环境的考虑，提出了一个综合性的“最后一公里”配送解决方案。所提出的解决方案不仅可以满足消费者的交付要求，而且可以减少或避免失败交付。此外，还可以尽可能地优化“最后一公里”的配送资源配置，降低整体配送成本。在对电子商务流最后一公里问题上主要有4个方面。（1）通过对“最后一公里”送达模式的成功因素及应用范围进行了综合分析，并对其优缺点进行了综合分析。电子商务物流中的“最后一公里”配送模式明确分为直接配送和间接配送两大类。总结了两种方式的优缺点。这些工作可以为电子商务物流中的“最后一公里”配送提供理论依据，并指导相关研究工作。（2）根据服务质量理论，分析了“最后一公里”交付的质量维度，以及电子商务的概念和特点。在此基础上，通过设计了一个评价客户在“最后一公里”交付中的体验服务质量、在中国开展间接配送模式的可接受性以及间接配送模式的具体要求的问卷。在问卷调查的基础上，通过3个渠道对电子商务客户进行问卷调查。（3）根据收集的调查数据，对电子商务中的“最后一公里”配送服务质量进行评价，分析在中国开展间接配送模式的可行性，将客户分为4类。（4）为了解决“最后一英里”配送阶段简单人工直接配送模式所带来的瓶颈问题，在充分利用直接配送模式和间接配送优势的基础上，提出了一种面向顾客的“最后一公里”配送模式。我们希望这个框架成为一个起点，可以在未来的实证研究中进行测试，以验证其在中国市场的适用性。未来的研究可以关注3PL提供商与其他供应链参与者之间信息共享的质量。未来的研究还可以包括供应链灵活性的其他方面，如制造灵活性和供应灵活性，以研究综合物流关系如何增强供应链灵活性。
附录B 外文原文
Research on the last mile of logistics
With the rapid development of computer networks and the widespread of all kinds of Internet-based applications, electronic commerce has been developed rapidly in China in recent years,. B2C and C2C are developing much swift and vigorously than other kinds of electronic commerce types and the trade volumes of them account for a dominant share of the electronic commerce trade. Electronic commerce needs sound logistics system to complete goods transfer. Nevertheless, for electronic commerce trades with personal consumers, such as B2C and C2C, their “Last-Mile” delivery is different from the common logistics and has strict requirements for delivery mode, high timeliness, much more personalized delivery, many orders with single or small volume, as well as collection on delivery, which make the “Last-Mile” delivery face many problems.
In the past few years, although the rapid development of electronic commerce has driven the courier service blossoming quickly, it cannot meet the requirements from the B2C electronic commerce yet. At present, the “Last-Mile” delivery in logistics has been a bottleneck for electronic commerce to grow. How to improve the electronic commerce logistics system to protect the interests of consumers at low delivery costs becomes a big challenge.
In order to deal with the problems in the “Last-Mile” delivery for B2C trades, this dissertation makes the convenient and flexible requirements for delivery time and places as the research direction. On the basis of making investigation, statistics and analyses on the “Last-Mile” delivery in electronic commerce logistics, the electronic commerce clients are attributed into four different groups by their economic status, social and culture background, as well as delivery requirements. A comprehensive “Last-Mile” distribution solution is put forward by taking the analysis results of some successful delivery mode, the trends for electronic commerce logistics evolution as well as the requirements and environments of different client groups into consideration. The proposed solution can not only meet the consumerrsquo;s delivery requirements but also decrease or avoid failure delivery. In addition, it can also optimize the allocation of resources in “Last-Mile” delivery as much as possible and lower the delivery costs in whole. The main research works of the dissertation come down to 4 aspects.
- The contributing factors for some success “Last-Mile” delivery mode and the scope of their applications, as well as the advantages and disadvantages are analyzed comprehensively for the first time. And the “Last-Mile” delivery modes in electronic commerce logistics are classified into two main catalogues definitely, which are direct delivery and indirect delivery. The advantages and disadvantages of the two delivery mode are summarized. These works can be the theoretical basis for the “Last-Mile” delivery in electronic commerce logistics and guide the related research works on it.
- The dimensions of quality in “Last-Mile” delivery are analyzed according to the service quality theories, as well as the concept and features of electronic commerce logistics. On the basis of which, a questionnaire is designed for evaluating the clientsrsquo; experienced service quality in “Last-Mile” delivery, the acceptability of launching indirect delivery mode in China and the concrete requirements for indirect delivery mode. The investigation based on the questionnaire is made among the electronic commercersquo;s clients through 3 channels.
- According to the collected survey data, the “Last-Mile” delivery service quality in electronic commerce is evaluated; the feasibility of launching indirect delivery mode in China is analyzed; and the clients are classified into 4 groups. Thereafter, the delivery requirements for a client group and the possible delivery modes are extracted on the professional characteristics and delivery environment of each client group.
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In order to solve the bottlenecks caused by the simple manual direct delivery mode in “Last-Mile” delivery stage, a customer-oriented and comprehensive “Last-Mile” delivery model is presented on the basis of employing the advantages of automatic direct delivery mode and indirect delivery mode, a client grouprsquo;s possible delivery methods. The model can map the available delivery methods to client groups and provide a client with a suitable delivery method to meet his or her requirements and lower the de
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