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消费者对网站缺乏信任已经成为网上购物发展的一个主要障碍,如何采取有效措施建立消费者信任是当前亟需解决的问题。针对有网上购物经验消费者的实证数据分析,结果表明：消费者主观知识和建立在诚实、可预测与善意信息上的选择性注意对信任建立有显著效应;尽管能力对信任没有明显影响,但它对消费者的行为倾向有直接正效应。基于这些结论为购物网站实际运营提出建议。 相似文献
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多会话网络购物商品信息搜寻行为研究 总被引：1，自引：0，他引：1
[目的/意义] 研究用户在多会话网购过程中的信息浏览、检索行为及其行为序列特征,以期更好地理解用户的复杂网购行为,指导购物网站提高服务质量,改善用户体验。[方法/过程] 基于某电商网站1 993名用户的11 514个购物任务的网购访问日志,在识别多会话网购任务的基础上,对用户在经多个会话进行网购过程中的信息搜寻行为进行统计分析,并利用顺序分析和聚类分析方法挖掘其典型的行为模式。[结果/结论] 当会话数量为8个及以下时,用户的浏览和搜索行为呈现出明显的规律性变化,且前4个会话发生时是用户做出购物决策的关键阶段;用户在多会话网购过程中存在6种典型的信息搜寻行为模式,分别有不同的信息搜寻行为特征。理解用户的复杂网购行为,可为电商网站设计导航和推荐策略、制定营销方案提供依据。 相似文献
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借鉴B2C网上零售市场相关研究成果,设计C2C交易市场电子服务质量评价调查问卷,通过对中国C2C交易市场网上购物用户问卷调查,采用探索性因子分析法得到消费者评价C2C网站和卖家电子服务质量的关键因子维度。其中,C2C网站服务质量评价维度包括安全与隐私、网站设计质量、信息内容质量、网站补偿性、系统可靠性和愉悦性6个因子;C2C卖家服务质量评价维度包括卖家补偿性、客户服务、配送准确性和配送准时性4个因子。研究结果对C2C交易网站和网上卖家提高服务质量具有一定的决策借鉴意义。 相似文献
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Crystal M. Boyce 《Public Services Quarterly》2013,9(4):237-253
Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret shopping program was on user experiences rather than whether correct answers were given by student employees working at the desks. Overall, users were satisfied or very satisfied with their experiences, though user feedback identified one desk as providing consistently better service. 相似文献
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通过时国内著名购物网站信息服务情况的调查研究,结合对网上消费者购物行为和消费心理的分析,总结出购物网站在向消费者提供信息服务方面存在的问题,并试图从信号发送机制、信息服务策略和价格模式等方面探讨以上问题的改进策略,以促进国内购物网站的发展。 相似文献
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基于在线服务视角的中美英澳国家档案馆网站比较研究 总被引：1，自引：0，他引：1
介绍了档案在线服务涵义及其分类和中美英澳四国的国家级档案馆网站,通过对四个国家档案馆网站在线服务比较,给出了我国档案网站提高在线服务的发展建议. 相似文献
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The quality of governmental websites is often measured with questionnaires that ask users for their opinions on various aspects of the website. This article presents the Website Evaluation Questionnaire (WEQ), which was specifically designed for the evaluation of governmental websites. The multidimensional structure of the WEQ was tested in a controlled laboratory setting and in an online real-life setting. In two studies we analyzed the underlying factor structure, the stability and reliability of this structure, and the sensitivity of the WEQ to quality differences between websites. The WEQ proved to be a valid and reliable instrument with seven clearly distinct dimensions. In the online setting higher correlations were found between the seven dimensions than in the laboratory setting, and the WEQ was less sensitive to differences between websites. Two possible explanations for this result are the divergent activities of online users on the website and the less attentive way in which these users filled out the questionnaire. We advise to relate online survey evaluations more strongly to the actual behavior of website users, for example, by including server log data in the analysis. 相似文献
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网购用户从众行为影响因素实证研究 总被引：3，自引：1，他引：2
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为全面了解我国少儿图书馆网上咨询服务现状,通过少儿图书馆网站调查,分析少儿图书馆网上咨询服务存在的问题,提出改进少儿图书馆网上咨询服务的建议。 相似文献
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Peter Hernon 《Public Services Quarterly》2013,9(4):293-308
Mystery shoppers deceive front-line personnel into believing that they are real customers. They provide their observations in a natural setting and relate evidence useful for planning, staff development, and organizational accountability. Given the coverage of mystery shopping in the literature for more than a decade, this study explores which of those public libraries currently use such shopping. 相似文献
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根据对大型科学仪器协作共享网站的定位和业务发展趋势考虑,本文提出大型科学仪器协作共享网站建
设的基本功能主要有6 个层次即：信息发布、信息检索、信息服务导航、网上业务处理、公众互动和共享增值创新服
务,并以此建立大型科学仪器协作共享网站功能实现的基础框架。 相似文献
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中美图书馆创客空间建设比较研究 总被引：3，自引：0，他引：3
[目的/意义]基于中美两国图书馆创客空间服务实践的总结和梳理,为我国创客空间建设提供有益参考。[方法/过程]在介绍中美两国图书馆创客空间服务实践的基础上,从政策扶持、创客文化、服务类型和服务技术等方面比较两国图书馆创客空间服务的差异,分析影响我国图书馆创客空间发展的主要因素。[结果/结论]提出在创客时代,我国图书馆应结合本国国情,借鉴美国图书馆的服务经验,在创客空间建设中,加强多方合作,构建在线交流平台,重塑人力资源,注重体验式设计,构建多元化、多层级的图书馆创客空间服务体系,促进图书馆实现服务转型。 相似文献
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John W. Jordan 《Critical Studies in Media Communication》2013,30(3):248-268
The rapid and tumultuous growth of e-commerce has impacted nearly every aspect of the internet, including the construction, representation, and performance of online identity. Such developments invite us to rethink some of our key assumptions about this technological medium in light of contextual influences. Toward this end, this essay offers a critical analysis of virtual body models available in online shopping contexts. I critique the way in which virtual body models are used to address the online shopper and their body image, how web stores promote identification between the shopper and their virtual model, and the implications of virtual modeling technology for how bodies and identity are brought together in e-commerce situations. I argue that web stores articulate rhetorics of computational precision and user interactivity to declare a null margin between shopper and virtual model while simultaneously manufacturing and exploiting such a margin for their own commercial gain. The result is that even though online shoppers are instructed to create models that will precisely reflect their offline bodies, web stores' commercial motives effectively guarantee that the resulting model will be a misleading, but more commercially viable, image of the shopper's body. I conclude by discussing some of the implications of this strategically manufactured distortion with respect to user participation in e-commerce activities. 相似文献
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Deborah H. Charbonneau 《Public Library Quarterly》2014,33(2):121-130
This article reports on the results of a study that examined public library website adherence to senior-friendly website guidelines. A total of 104 public library websites (N = 104) were analyzed. Compliance with Internet design accessibility principles recommended for older adult Internet users was analyzed, and the findings suggest that current public library website practices may be problematic. As a result, public library websites offering resources and services may present potential accessibility challenges to older adults. Recommendations relevant to public libraries for enhancing library websites and online content are presented. 相似文献
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MEC理论视角下老年用户在线医疗健康信息服务使用价值研究 总被引：2，自引：0，他引：2
[目的/意义] 对老年用户在线医疗健康服务使用的价值进行研究，为在线医疗网站吸引老年用户、提高用户黏性提出建议。[方法/过程] 利用手段-目的链理论，采用软式攀梯法进行一对一深入访谈，从访谈数据中提取属性、结果和价值要素，找出要素之间的关系，建立含义矩阵、形成分层价值图，对主要路径进行探讨。[结果/结论] 经过对分层价值图中的三条主要路径进行分析发现，老年人使用在线医疗健康服务的价值体现在：追求自我实现、寻求安全感和归属感等。在线医疗平台可以通过分析老年人需求，提供有效健康资源来满足老年人追求自我实现的价值；通过提供针对性服务和便捷的即时通讯方式来满足老年人寻求安全感和归属感的价值。 相似文献
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The role of the Digital Object Identifier in allowing users to access required information with the minimum of effort and then to link to other relevant information is discussed. Its application to a commercial service at a high level of granularity, www.BlackwellSynergy.com , the online journal website of Blackwell Publishing Ltd, is described. The paper covers services for the user such as deep linking and discovery, services for the publisher such as viral marketing tools as well as a definition of an information object, and a possible future for the DOI. 相似文献