电子商务物流网络服务下的顾客电子互动研究

被引：4

作者：

魏斐翡 ^{[1
,2
]}

机构：

[1] 华中科技大学

[2] 湖北经济学院

来源：

计算机与数字工程 | 2013年 / 41卷 / 10期

关键词：

顾客电子互动; 电子商务物流; 网络服务; 测量量表;

D O I：

暂无

中图分类号：

TP393.09 [];

学科分类号：

080402 ;

摘要：

目前国内外顾客互动的研究集中于实体服务环境下的顾客互动,对网络服务环境下顾客间电子互动的研究十分欠缺,但顾客间通过网络的互动却是影响网络服务体验和满意度的重要因素。以电子商务物流网络服务为背景,运用关键事件法对顾客电子互动行为进行了探索性研究,将其划分为四大类和13个子类;在此基础上结合现有文献和访谈结果,建立了电子商务物流网络服务中顾客电子互动的测量量表,并进行了实证检验。

引用

页码：1567 / 1569+1684 +1684

页数：4

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