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B2C电子商务环境中顾客满意感的形成机理研究 被引量：4

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摘要 企业提高顾客的满意程度,可增强顾客的忠诚感,进而增加企业的经济收益。笔者以网络书店的顾客为调查对象,探讨B2C电子商务环境中顾客满意感的形成机理。实证研究结果表明:顾客对网络企业的熟悉程度、感知的服务公平性、服务质量和信任感都对顾客满意感有显著的正向影响。笔者最后就网络企业如何提高顾客满意程度提出了建议。
作者 申文果 谢礼珊 张秀娟
机构地区 中山大学管理学院
出处 《消费经济》 CSSCI 北大核心 2007年第1期48-51,共4页 Consumer Economics
基金 国家自然科学基金项目"服务公平性理论及其应用"(70572055) 中国民航总局科技项目"航空公司数据库营销实证研究"
关键词 顾客满意感 服务质量 服务公平性 顾客信任感
分类号 F713.36 [经济管理—产业经济]
  • 相关文献

参考文献11

  • 1Oliver, Richard L. Customer Satisfaction with Service, In: Swarts,Teresa A. , and Dawn lacobucci, eds. Handbook of Services Marketing and Management[ M]. Thousand Ooks, CA: Sage Publications,2000:247 -- 254.
  • 2Cadotte, Ernest R. , Robert B. Woodruff, and Roger L. Jenkins.Norms and Expectation Predictions: How Different are the Measures?[ A ] In : Day Ralph L. , and H. Keith Hunt, eds. International Fare in Consumer Satisfaction and Complaining Behavior[ C]. Bloomington: Department of Marketing, School of Business, Indiana University. 1982:49-56.
  • 3SOderlund, Magnus. Customer Familiarity and its Effects on Satisfaction and Behavioral Intentions[ J]. Psychology and Marketing, 2002,19(10) : 861 -880.
  • 4Clemmer, Elizabeth C. An Investigation into the Relationship of Fairness and Customer Satisfaction with Service [ A ]. In : Russell Cropanzano, ed. Justice in the Workplace: Approaching Justice in Human Resource Management[C]. Hillsdale, NJ: Eribaum, 1993:193- 207.
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  • 7Ribbink, Dina, Allard C. R. van Riel, Veronica Liljander, and Sandra Streukens. Comfort your Online Customer: Quality, Trust and Loyalty on the Intemet [ J]. Managing Service Quality, 2004, 14(6) : 446 -456.
  • 8彭焱,夏新平.网上交易服务质量与顾客满意感的关系研究[J].中央财经大学学报,2005(2):61-64. 被引量：13
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二级参考文献15

  • 1Sohn, C S (2000) Customer Evaluation of Internet-based ServiceQuality and Intention to Re-uselnternet-based Service Unpublished Dissertation, Carbondale, South Illinois University, in Yang, Z and Jun, M (2002) ‘Consumer perception of e- service quality:from Internet purchaser and non-purchaser perspective', Journal of Business Strategies, 19 (1) .
  • 2Dabholkar, P A (1993) ‘Customer satisfaction and service quality: two constructs or one?', in Peter, D W , Cravens, R and Dickson (ed) ' Enhancing knowledge development in marketing', American Marketing Association.
  • 3Spreng, R, A and Singh, A, K, (1993) ‘An empirical assessment of the SERVQUAL scale and the rel~ltionship between service quality and satisfaction', in Peter, D W , Cravens, R and Dickson (ed) 'Enhancing knowledge developmenl in marketing", American Marketing Association, 4.
  • 4Cronin J J Jr and Taylor, S A (1992) ‘Measuring service quality: a re-examination and extension', Journal of Marketing, 56(3) .
  • 5Bimer, M J (1990) ‘Evaluating service encounters: the effects of physical surroundings and employee responses', Journal of Marketing Science, 54 (2) .
  • 6Boulding, W , Kalra, A , Staelin, R And Zeithaml, V A (1993) ‘A dynamic process model of service qualily: from cxpectationsto behaviouralintentions', Journal of Marketing Research, 30 (2) .
  • 7Sullivan, J R and Walstrom K A (2001 ) ‘ Consumer perspectives on service quality of electronic commerce web sit es', J ournal of Computer Information Systems, 41 (3) .
  • 8Li, Y N , Tan, K C, andXie, M, (2002) ‘Measuring web-based service quality', Tolal Quality Management, 13 (5) .
  • 9Gronroos, C (1990) Service Management and Marketing the Managing the Moments of Truth in Service Competition, Lexington, Lexington Books.
  • 10Holbrook, M B, and Corfman, K P (1985) ‘ Quality and value in the consumption experience: Phaedrus rides again', in Jacoby Jand Olson, J, (ed) Perceived Quality, Lexington, Lexington Books.

共引文献12

同被引文献19

引证文献4

二级引证文献5

消费经济
2007年 第1期

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