共查询到20条相似文献，搜索用时 31 毫秒
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Yi-Shun WangAuthor Vitae Shun-Cheng WuAuthor VitaeHsin-Hui LinAuthor Vitae Yu-Yin WangAuthor Vitae 《International Journal of Information Management》2011,31(4):350-359
Given that e-tailing service failure is inevitable, a better understanding of how service failure and recovery affect customer loyalty represents an important topic for academics and practitioners. This study explores the relationship of service failure severity, service recovery justice (i.e., interactional justice, procedural justice, and distributive justice), and perceived switching costs with customer loyalty; as well, the moderating relationship of service recovery justice and perceived switching costs on the link between service failure severity and customer loyalty in the context of e-tailing are investigated. Data collected from 221 useful respondents are tested against the research model using the partial least squares (PLS) approach. The results indicate that service failure severity, interactional justice, procedural justice and perceived switching costs have a significant relationship with customer loyalty, and that interactional justice can mitigate the negative relationship between service failure severity and customer loyalty. These findings provide several important theoretical and practical implications in terms of e-tailing service failure and recovery. 相似文献
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Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions 总被引：1，自引：0，他引：1
This study explores post-recovery satisfaction and post-purchase intentions with service recovery of online shopping customers from the perspectives on perceived justice and emotions based on twenty scenarios that combine five service failures and four recoveries. Analytical results indicating that in addition to enhancing post-purchase intentions and post-recovery satisfaction among customers, distributive justice increases positive emotions and decreases negative ones. Additionally, procedural justice enhances post-recovery satisfaction as well as increases positive emotions and decreases negative ones, while interactional justice only increases post-recovery satisfaction of customers. Moreover, while positive emotions increase post-recovery satisfaction, and vice versa. Post-recovery satisfaction positively affects post-purchase intentions. Results of this study provide a valuable reference for operators and managers of online shopping websites. 相似文献
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《International Journal of Information Management》2017,37(3):214-228
Service failure apologies on social media are a new crisis communication outlet trend used by companies to apologise to affected customers quickly and offer solutions, ultimately to restore customers' trust and brand loyalty. This paper contributes to the nascent literature on companies' social media service failure apologies and fills a gap in the social commerce literature by recognising that due to the open and public nature of social media, these apologies may reach not just affected customers, but also unintended audiences such as potential customers among the general public, which could potentially damage a company's reputation and market share. An online survey administered to 241 customers and 271 non-customers of a famous mobile phone brand, which used YouTube to apologise to its customers for a service failure incident, is used to explore potential behavioural outcomes, after exposure to the apology. Findings confirm that both customers and non-customers of the service provider may become exposed to a social media service failure apology. The hypothesised model predicts behavioural intentions to remain a customer after exposure to the social media service apology better than behavioural intentions to become a customer, even though relationships hold for both groups. Theoretical and managerial implications are discussed. 相似文献
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O2O在线外卖顾客满意度评价体系区别于传统的餐饮顾客满意度评价,为提高O2O模式下在线外卖的顾客满意度,本文通过对顾客满意评价体系以及餐饮行业顾客满意因素研究,提出了O2O模式在线外卖用户满意度的模糊评价模型。模型给出在线外卖顾客满意的4个影响因素,即食品因素、价格因素、服务因素以及便利因素,其中食品因素对顾客满意的影响程度最大。利用模型对在线外卖的代表性平台"饿了么"进行顾客满意度的实证分析,验证了模糊评价体系可行性,并根据评价结果提出了提高O2O在线外卖顾客满意度的措施建议。 相似文献
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This study examines the dimensions of web service quality based on e-customer's, expectations and perceptions. We develop operationalized web service quality constructs, and analyze, their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service, convenience. One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions. Individual PC skill sets may affect perception of service convenience, but seems to have no influence on how customers assess web service quality, customer satisfaction or, behavioral intentions to use the e-service. The indirect or mediating influence of satisfaction on web, service quality and behavioral intentions is indeed stronger than the direct influence of web service, quality on behavioral intentions. 相似文献
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Social commerce refers to an extension of e-commerce sites, integrated with social media and Web 2.0 technology to encourage online purchases and interactions with customers before, during, and after the purchase. As the country with the largest e-commerce market in Southeast Asia and many active social media users, Indonesia has many opportunities to implement successful social commerce. Since customers are the primary focus in social commerce, repurchase and word-of-mouth (WOM) intentions have been considered as significant behavioural intentions after a customer completes a purchase. Thus, this study aims to identify factors that affect customers’ repurchase and WOM intentions. A total of 421 sets of survey data were gathered from social commerce customers in Indonesia and analysed using the partial least squares approach. The results indicate that repurchase and WOM intentions are positively affected by trust and satisfaction, where both trust and satisfaction are positively affected by reputation and information quality. The results provide theoretical and practical implications for future social commerce research and practical implications for social commerce firms. 相似文献
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Chung-Tzer LiuAuthor Vitae Yi Maggie GuoAuthor Vitae Chia-Hui LeeAuthor Vitae 《International Journal of Information Management》2011,31(1):71-79
Because the cost of attracting new customers is much higher than the cost of retaining old customers, keeping customers loyal is a crucial issue for service firms. This research explores how relationship quality and switching barriers influence customer loyalty. Relationship quality consists of two aspects: satisfaction and trust. Antecedents of satisfaction and trust are explored. To test the proposed research model, a survey research methodology was used. Paper survey was distributed to mobile phone users in Taiwan. A total of 311 valid questionnaires were returned. Structural equation modeling was used to test hypotheses. Satisfaction, trust, and switching barriers have positive effects on loyalty. In terms of antecedents, it was found that playfulness and service quality impact satisfaction while service quality and intimacy affect trust. From a managerial perspective, this research suggests that practitioner should not only keep improving service quality, but also provide playfulness to ensure customer satisfaction. Service providers should also build relationship quality and switching barriers to reduce the possibility of defection and enhance customer loyalty. 相似文献
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Jae Ik Shin Ki Han Chung Jae Sin Oh Chang Won Lee 《International Journal of Information Management》2013
We performed a study to determine the influence that site quality has on repurchase intention of Internet shopping through customer satisfaction, customer trust, and customer commitment. Appropriate measures were developed and tested on 230 university students of Gyeongnam province in South Korea with a cross-sectional questionnaire survey. The results of the empirical analysis confirmed that site quality can be conceptualized as a composite of six dimensions of shopping convenience, site design, information usefulness, transaction security, payment system, and customer communication. Second, site quality positively affected customer satisfaction and customer trust, but did not affect customer commitment and repurchase intention. Third, site quality can affect repurchase intention by enhancing or attenuating customer satisfaction, customer trust, and customer commitment in online transaction situation. The mediating effect of customer satisfaction, customer trust, and customer commitment between site quality and repurchase intention is identified. Fourth, site quality indirectly affected customer commitment through customer satisfaction. Customer satisfaction indirectly affected repurchase intention through customer trust and customer commitment. Thus, it is found that site quality can be a very important factor to enhance repurchase intention in the customer perspective. 相似文献
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基于预期-绩效理论和ACSI模型,使用结构方程模型分析了国内证券行业个体投资者顾客忠诚度的驱动机理。研究发现,正向失验有助于提升顾客忠诚;顾客满意度不仅直接作用于顾客忠诚度,还通过抱怨因素间接提升顾客忠诚;服务质量通过影响认知失验和满意度间接影响顾客忠诚;过高的顾客预期会导致负向失验进而降低客户忠诚;抱怨作为一个较为特别的因素,对个体投资者顾客忠诚度的提升也具有一定的正向作用。 相似文献
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旅游网站顾客信任感影响因素的实证研究 总被引：1，自引：0，他引：1
本文讨论影响旅游电子商务网站顾客信任感的主要因素。在文献研究和访谈调查的基础上,笔者进行了问卷调查。通过对所得的有效数据进行因子分析和多元回归分析,结果表明：（1）顾客对旅游电子商务网站的信任感主要受到网站的服务质量（其中包括网站设计、服务可靠性、隐私和安全、客户服务）、顾客对网站的熟悉程度、网站的声誉等6个因子的影响。（2）这6个因子对顾客网上信任感的影响程度从大到小依次为：网站的声誉、隐私和安全、熟悉程度、服务可靠性、客户服务、网站设计。 相似文献
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《International Journal of Information Management》2017,37(6):673-683
With the rapid development of information technology, customers not only shop online—they also post reviews on social media. This user-generated content (UGC) can be useful to understand customers’ shopping experiences and influence future customers’ purchase intentions. Therefore, business intelligence and analytics are increasingly being advocated as a way to analyze customers’ UGC in social media and support firms’ marketing activities. However, because of its open structure, UGC such as customer reviews can be difficult to analyze, and firms find it challenging to harness UGC. To fill this gap, this study aims to examine customer satisfaction and dissatisfaction toward attributes of hotel products and services based on online customer textual reviews. Using a text mining approach, latent semantic analysis (LSA), we identify the key attributes driving customer satisfaction and dissatisfaction toward hotel products and service attributes. Additionally, using a regression approach, we examine the effects of travel purposes, hotel types, star level, and editor recommendations on customers’ perceptions of attributes of hotel products and services. This study bridges customer online textual reviews with customers’ perceptions to help business managers better understand customers’ needs through UGC. 相似文献
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Zhaohua Deng Yaobin Lu Kwok Kee Wei Jinlong Zhang 《International Journal of Information Management》2010
With the rapid development of mobile technology and large usage rates of mobile phones, mobile instant message (MIM) services have been widely adopted in China. Although previous studies on the adoption of mobile services are quite extensive, few focus on customer satisfaction and loyalty to MIM in China. In this study, we examine the determinants of customer satisfaction and loyalty. The findings confirm that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM. The results also show that trust, customer satisfaction and switching cost directly enhance customer loyalty. Additionally, this study finds that age, gender, and usage time have moderating effects. Finally, implications for the marketing of MIM are discussed. 相似文献
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本文在电子服务相关研究回顾的基础上,对2000-2012年SCI和SSCI数据库中电子服务相关文献进行检索,提取作者关键字5 562个,通过对排名前30位的作者关键字进行分类和汇总,识别出六大电子服务关键成功因素。最后以顾客满意度为中心,构建电子服务价值的顾客满意度模型,并从顾客信任、顾客预期、感知质量和感知价值角度探讨电子服务提升战略。 相似文献
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针对移动电子商务消费者和商家对智能客服的需求,设计一种支持消费者购买意向评估和语音自动问答的跨平台智能客服系统,依据消费者购买意向大小优化商家人工客服响应顺序,实现自动客服与人工客服的有效融合。实验结果表明,智能客服系统能够有效提高移动电子商务消费者对商家客服的满意度和店铺的订单成交率,降低商家人工客服的工作量和消费者在线咨询的平均等待时间。 相似文献
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关于顾客不满意调研的思考 总被引：1，自引：0，他引：1
现代市场营销理论的发展与优秀企业的营销管理实践表明,顾客不满是一种有效的机制,悉心听取并妥善处理顾客不满是提升服务品质和改善顾客关系的有效途径.然而,顾客满意度测评和顾客抱怨管理在获取顾客不满意信息方面都存在很大局限性.结合服务营销的特殊性探讨了顾客不满意调研的几个相关问题. 相似文献
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服务企业顾客信任及其驱动因素探析 总被引：2，自引：0，他引：2
顾客信任是企业成功开展关系营销的关键。在深入分析顾客信任内涵的基础上,探讨了影响顾客信任的直接因素和间接因素,并提出了在当前信任消费经济背景下的服务企业开展信任营销的具体对策,旨在为服务企业提供具有指导意义的借鉴。 相似文献
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Jungi Park Jungwoo Lee Hyejung Lee Duane Truex 《International Journal of Information Management》2012
Most firms today are served by specialized IT service providers for the development and maintenance of their business information systems. During the IT service encounter, service providers and clients interact throughout the project, exchanging information, sharing knowledge and making critical decisions. From the IT service provider's viewpoint, it is important to raise the level of clients’ relationship commitment during this service encounter as their business continuity depends upon clients assessment. Intuitively, effective communication and effective service quality, mediated by trust, are critical factors in raising the level of relationship commitment. This study proposes an empirical model consisting of four critical antecedents of relationship commitment (communication effectiveness, technical service quality, functional service quality and trust) and then tests the model using data points solicited from two global firms. Study results revealed that trust is a strong mediator for relationship commitment while functional, rather than technical, service quality is a stronger mediator in forming the clients’ trust. 相似文献