Abstract:Recently, business logistics is a focus in the field of service industry. This paper emphasizes on service delivery system and discusses the relationships between distribution centers and operating performance. An empirical analysis based on using the factor analysis, eight main groups of factors have been obtained for distribution centers' service delivery system: staff professional capability, convenient standardized operations, technology and physical support, promotion, innovation capability, value-oriented, distribution capability, and flexibly service process. Also, by using the two-stage cluster analysis, six main clusters are conducted: customer-oriented cluster, value-oriented cluster, average-oriented cluster, distribution-oriented cluster, innovation-oriented cluster, and service-strengthened cluster. The results show that there are differences between service delivery system and operating performance, especially the operating performance will be better on customer-oriented cluster, value-oriented cluster, and average-oriented cluster.