摘要
论述了电子商务客户体验的重要性,并分析了影响客户体验的要素,提出了B2C电子商务企业客户体验的分析框架,并以该分析框架对B2C鞋类电子商务企业的客户体验进行实证分析。通过对鞋类B2C购物体验结果的分析,可知:客户体验是电子商务企业生存的关键,网购的各环节都将对客户体验产生影响,客户体验需要一定的基础设施为前提,电子商务企业可以利用各种网商服务为企业发展提供动力并建立标准化和专业化的配送平台。
This paper discusses the importance of e--commerce customer experience, analyzes the elements affecting customer experience, proposes an analytical framework for B2C e--commerce enterprise customer ex- perience, and makes an empirical analysis of the customer experience with the B2C footwear e--commerce enterprises based on the framework. Through the analysis of the results of footwear B2C shopping experience, we can see.. the customer experience is the key to the survival of the e--commerce business, every link of online shopping will have an impact on the customer experience, customer experience requires certain infrastructure, e --commerce enterprises can use a variety of network shopping services to provide impetus for the development of enterprises and establish a standardized and specialized distribution platform.
出处
《嘉兴学院学报》
2013年第2期139-144,共6页
Journal of Jiaxing University
关键词
B2C电子商务
客户体验
鞋类
B2C E--commerce
customer experiences footwear
