本文以香港地區的消費者為問卷分析對象，並以我國博客來網路書店為研究個案，探討網路書店提供跨境服務時，相關服務品質的課題，並經由脆弱度與回復力的概念，經由重要度-績效分析技術以及聯合分析法進行相關議題的分析。研究結果顯示資訊與物流配送等議題可能是研究個案主要的脆弱度因子，而經由聯合分析法的研究指出「補救設計」、「使用方式」以及「互動方式」是建構回復力的重要策略。藉由本研究對我國網路書店提供香港跨國店配服務的機制分析，可了解我國業者在跨境電子商務環境下的整體供應鏈流程與作業活動，以及在該跨境服務作業下可能產生的物流服務疏失型態，並進一步探討物流服務補救的策略。 This article takes consumers in Hong Kong as a questionnaire analysis object, and takes blogs from our country as an example to study online bookstores, and explores the issues related to service quality when online bookstores provide cross-border services. Through the concepts of vulnerability and resilience, Analyze related issues through importance-performance analysis techniques and joint analysis methods. The results of the study show that issues such as information and logistics distribution may be the main vulnerability factors of the research case, and the joint analysis method has pointed out that ＂remedial design＂, ＂use mode＂ and ＂interaction mode＂ are important strategies for building resilience. Through the analysis of the mechanism by which this online bookstore provides Hong Kong's cross-border distribution service in China, we can understand the overall supply chain process and operation activities of Chinese companies in the cross-border e-commerce environment, as well as the logistics that may be generated under the cross-border service operation Type of service negligence, and further explore the strategy of logistics service remediation.
