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Complaint behaviors are critical to maintaining customer loyalty in an online market. They provide insight into the customer's experience of service failure and help to redress the failures. Previous studies have shown the importance of customer satisfaction as a mediator for complaint intentions. It is important to examine the antecedents of customer satisfaction and its link to complaint intentions. Online shoppers are both buyers of products/services and users of web-based systems. Trust also plays a critical role in forming a psychological state with positive or negative feelings toward e-vendors. In this context, there are three major concerns: justice, technology and trust. This study proposes a research model to combine these issues, in order to investigate complaint intentions. Data were collected from an online survey wherein subjects were encouraged to reflect on recent service failure experiences. The results from testing a structural equation model indicate that distributive and interactional justice contribute significantly to customer satisfaction and, in turn, to complaint intentions, but procedural justice does not. Technology-based features and trust are also important in determining the two target variables. The implications for managers and scholars are also discussed. 相似文献
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Developing a strong and positive information technology (IT) service climate is important to ensure high-quality IT services. The influence of job resources and personal resources on the IT service climate and the mediating effect of the IT service climate on IT service quality were explored in this study qualitatively and quantitatively. Among the various job resource factors, we found that training, reward, and information system (IS) support can improve the IT service climate. Coworker support shows a non-significant effect on IT service climate. Among the personal resource factors, self-efficacy and hope have significantly positive effects on the IT service climate. Optimism and resilience do not appear to significantly affect the IT service climate. Our results confirm that the IT service climate is an important mediator in enabling certain antecedents to properly impact IT service quality. The IT service climate was found to fully mediate the effects of training, reward, IS support, and hope while partially mediating the effect of self-efficacy. The effect of the IT service climate on IT service quality is also strengthened by a high customer contact frequency. The results presented here may provide scholars and practitioners with a comprehensive, workable understanding of the IT service climate. 相似文献
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The World Wide Web is a popular “tool” for companies. It can be used as a method of communication between companies and their customers; it also allows organizations to setup virtual storefronts that can be accessed by customers from all over the world. The ability to understand customers’ behavior is extremely important as companies strive to increase the usability and profitability of their web service. The concept of a session is a popular unit of measurement used to analyze recorded information. However, this concept is currently rather abstract and lacks definition. How we measure a session is a fundamental question for web services utilizing this concept. Currently, this question has no real answer. This paper presents a session timeout threshold model based on empirical observations as an initial answer to this question. The model seeks to provide accurate session data with respect to individual web services. 相似文献
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体验旅游消费模式盛行之下,旅游目的地网络营销是提升旅游目的地竞争力的重要方法与途径。在分析江西主要旅游目的地网站应用效果现状及存在问题的基础上,结合对ICTR-T概念框架(Youcheng Wang,2008)的分析提出旨在提升江西旅游目的地网络营销效果的若干建议及策略。 相似文献
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农机社会化服务是实现小农户和现代农业发展有机衔接的重要支撑。本文采用工具变量法对黄淮海农区6省20县（市、区）807户农户调查数据进行实证分析,以粮食作物为例,从服务规模与服务选择（农机社会化服务面积占农机作业面积的比例）两个维度分析农地确权对农机社会化服务的影响。研究发现：①农地确权能够提升农机社会化服务规模,农户在农地确权后接受农机社会化服务的总面积得到显著提升;②农地确权未能对农机社会化服务选择产生显著影响,农户在农地确权后并未对农机社会化服务表现出显著的选择转换偏向。造成这一结果的原因是规模异质性的存在,“增量”作用显著偏向于种植规模较大的农户。根据上述研究结果,本文提出如下政策建议：现阶段应继续完善农地确权工作,加快推进农村集体产权制度改革;健全面向小农户的农业社会化服务体系,加大服务小农户的政策支持力度;完善土地流转相关法规和实施细则,推动农业社会化服务体系与土地流转体系协同联动,促进小农户农地利用效率提升路径多元化。本文不仅弥补了已有研究存在的不足,对于拓宽农地确权政策效应视野以及完善农机社会化服务体系也具有一定意义。 相似文献
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Today there are thousands of electronic shops accessible via the Web. Some provide user-friendly features whilst others seem not to consider usability factors at all. Yet, it is critical that the electronic shopping interface is user-friendly so as to help users to obtain their desired results. This study applied heuristic evaluation to examine the usability of current electronic shopping. In particular, it focused on four UK-based supermarkets offering electronic services: including ASDA, Iceland, Sainsbury, and Tesco. The evaluation consists of two stages: a free-flow inspection and a task-based inspection. The results indicate that the most significant and common usability problems have been found to lie within the areas of ‘User Control and Freedom’ and ‘Help and Documentation’. The findings of this study are applied to develop a set of usability guidelines to support the future design of effective interfaces for electronic shopping. 相似文献
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Mobile health (mHealth) services support the continuous health-related monitoring, feedback, and behavior modification of individuals and populations through the use of personal mobile communication devices. Poor service quality is a major reason why many users have discontinued using mHealth services. However, only a few studies have identified the critical quality components for continuance intention. The current study aims to identify the crucial quality dimensions for users’ continuance intention in an mHealth service called Onecare. This service provides various forms of support for the day-to-day health behavior monitoring of college students by utilizing daily behavior data. In this research, five major quality dimensions of mHealth services, namely, content quality, engagement, reliability, usability, and privacy, were derived from existing studies. The effect of each quality dimension on continuance intention was estimated by analyzing the survey responses of 191 Onecare service users. The quality dimension with the most considerable effect on continuance intention was determined to be engagement followed by content quality and reliability. By contrast, the effects of usability and privacy on continuance intention were insignificant. Furthermore, this study found that the optimal quality management strategy can change depending on the objective, i.e., to increase continuance intention or satisfaction. These results will help mHealth service managers allocate their limited resources to effectively and efficiently improve continuance intention. Future research is required to verify if the findings of this study are generalizable to any population because the sample used in this work was specific to Korean college students. 相似文献
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对竞争情报服务区域科技创新的影响探究,旨在为区域科技创新发展提供高质、高效的竞争情报服务。基于前人的研究以及服务能力的影响特点,构建包括信息资源、服务战略、情报服务、服务技术、服务环境等五大影响因素的因素集,通过发放调查问卷及面对面调研问卷,在有效问卷的基础之上利用SPSS20.0软件进行因子分析和统计分析。研究发现竞争情报服务区域科技创新存在较为严重的障碍,影响程度最为突出的是数据采集能力、数据处理能力、人才资源等因素。为此,提出以下两点建议:(1)提高信息技术应用水平,为竞争情报服务提供技术支持,加强对计算机技术和人工智能等高端人才的培养;(2)加大基础资源的投入,为竞争情报服务提供良好平台和服务环境,为竞争情报联动供给服务模式的建设奠定基础。 相似文献
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如何破解服务化战略的悖论，成功实施服务化战略是学者和业界人士所共同关注的。借助于大样本调查以及我们对于中国化工行业的观察，本文从买卖双方的视角重点研究了不同类型的服务化战略与感知价值之间的关系，还探索了客户参与对服务化过程的影响。统计检验的结果表明，两类服务都可以为买方带来感知经济价值和感知技术/核心价值，但感知关系/支持价值只有当客户采购基于信息技术的集成服务且通过经济价值和技术价值的中介作用获得。研究结果还表明，客户参与在基于信息技术的集成服务与客户感知技术/核心价值之间的关系中起调节作用。本文的研究的对于探索服务化战略如何匹配客户感知价值，特别是关系价值的建立以及如何管理客户参与具有重要意义。 相似文献
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通过收集有关智能型服务业发展的产业背景、信息固定资产投资额、各类型智能型服务业收入、移动互联网接入使用情况等数据,全面描述我国智能型服务业发展概况。借助工具变量进行回归发现,早期智能型服务业的发展主要靠信息基础设施投资的拉动,而近些年主要是由于中国经济结构的优化改善促成的。从地域上看,各地的信息通讯设施投资确实为当地智能型服务业的发展搭建了基础平台,东部地区智能型服务业的发展更多由市场力量的推动,而中西部地区却主要依赖政府扶持的发展;另外GDP增长率水平、人口基数、经济结构、制度因素和信贷支持也是促进智能型服务业发展的重要因素。 相似文献
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知识门户网站是专门向用户提供信息、知识服务的网络门户,其知识服务的质量与水平直接影响到自身的发展前景。影响知识门户网站信息服务的因素多种多样,文章主要对这些影响因素进行分析,找到影响因素相互之间的作用机制,在此基础上,分析阻碍知识门户网站信息服务发展的障碍与原因。 相似文献
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影响图书馆服务质量评价的若干因素 总被引：2，自引：0，他引：2
图书馆的服务质量评价是读者进入图书馆利用馆藏服务、馆员服务、环境服务的过程中的感知来实现的,在这个过程中,图书馆服务系统中的各个环境和过程以及系统中的每个人,都是影响用户满意度的因素。本文从图书馆和读者两方面,对影响读者评价图书馆服务质量的各种因素进行了具体的分析。 相似文献
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[目的/意义]科技管理数据服务需要准确定位并找准需求,分析并明确不同用户需求是提供有效服务的前提。[方法/过程]确定政府决策部门、企业创新主体和科研用户是科技管理数据服务的主要服务对象,阐释科技管理数据服务内涵并设计四层服务逻辑框架,结合不同服务主体情境下的服务需求,分别设计各用户的服务流程。[结果/结论]指出政府决策需求主要体现在动态监测、态势分析及前瞻预测需求,其服务重点在于政府、专家和公众共谋的集体决策模式;企业创新主体需求主要体现在技术创新支持、市场信息研判、政策解读预判及竞争对手分析需求,其服务要着重外部环境感知、技术追踪及创新决策支持的用户解决方案;科研用户需求主要表现为知识资源需求及服务体验创新需求,对其展开有效服务要注重情境敏感的一站式服务模式。 相似文献
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[目的/意义]适应不断变化的信息技术环境和用户需求,实现服务内容多样化,是高校图书馆开展技术支持服务的必然要求。[方法/过程]运用网络调查的方法,选取2018年THE世界大学排名榜前50所高校图书馆中技术支持服务开展较好的12所进行调研,分析和归纳这些高校图书馆在技术支持服务实践方面的经验和特点,并为国内高校图书馆开展相关服务提供参考建议。[结果/结论]调研结果显示,各图书馆在栏目名称的设置上不尽相同,但又大同小异,其服务项目概括来说主要包括5个方面：计算机硬件与软件服务、打印与复印及扫描服务、其他技术设备借用服务、技术咨询与培训服务、综合型技术创新服务。基于国外良好实践经验,我国高校图书馆在开展技术支持服务的过程中应结合自身实际,从服务理念、资源建设和服务规范等方面着手。 相似文献
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Zhouying Liu Yuxiang Zhao Si Chen Shijie Song Preben Hansen Qinghua Zhu 《Information processing & management》2021,58(1):102396
The purpose of this study is to explore the factors that prompt askers to switch from free to paid social question-and-answer (SQA) services. Prior studies have investigated users’ motivations and participation in free and paid SQA services; however, little attention has been paid to askers’ switching behavior. We empirically analyzed the content of qualitative interviews from 64 askers on a well-known SQA platform in China. Based on the push-pull-mooring framework, we identified and classified factors that influenced askers’ to switch from free to paid Q&A services, using the critical incident technique, after which we calculated the entropy weights of the 16 subcategories before and after the switch, using the entropy weight method. The findings suggest that askers’ switching behavior was influenced by push factors (i.e., dissatisfaction with the free SQA service), pull factors (i.e., satisfaction with the paid SQA service), and mooring factors (i.e., social factors, personal factors, situational factors). Moreover, the findings show that the effects of these factors vary significantly before and after a switch. Dissatisfaction with the quality of information from the free SQA service would influence users before a switch, whereas satisfaction with the quality of information from the paid SQA service would influence them after a switch. In terms of mooring factors, the effects of social and personal factors on askers’ switching behavior, especially subjective norms and cognitive lock-in, turn out to be less significant after a switch, whereas the effect of trust is more significant. Besides, the effects of situational factors are more or less the same before and after a switch. To the best of our knowledge, this paper is one of the first attempts to explore factors that affect askers’ switching behavior and to shed light on the managerial strategies of paid SQA services. 相似文献
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耕地利用效率提升是保障国家粮食安全和农业高质量发展的要素前提,社会化服务被认为是弥补由劳动力非农转移引起的耕地利用劳动短缺的有效手段。在耕地利用日渐面临劳动约束的压力之下,基于非农就业与社会化服务发展趋势分析二者对耕地利用效率的影响机制具有重要意义。本文采用江苏省344个水稻种植农户样本,通过DEA模型和Tobit模型实证分析了非农就业、农户社会化服务购买对耕地利用效率的影响。研究表明：①非农就业对农户耕地利用效率提升有抑制作用,购买社会化服务可以提高效率,并减弱非农就业的负向影响;②购买社会化服务对农户耕地利用效率的影响存在环节差异,其中,整地、育秧插秧、施肥等服务有利于效率提升,而其他环节的影响并不显著;③购买不同服务环节对农户耕地利用效率的调节效应不同,仅购买整地、病虫害防治和收割服务具有正向调节作用;劳动力替代、资本替代、技术替代等效应是农业社会化服务改善要素配置、促进耕地利用效率提升的具体表现。在畅通劳动力流动渠道、优化家庭劳动要素配置的同时要完善社会化服务市场,针对性激发不同服务环节技术要素活力,保障耕地高效利用。 相似文献
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公共服务满意度影响因素的统计分析——以高校学生食堂为例 总被引：1，自引：0，他引：1
通过对高校学生食堂经营和服务的问卷调查,在影响学生食堂服务满意度的诸多因素中采用因子分析法提取影响大学生服务满意度的主要因子:食堂产品感知、服务质量感知、就餐环境和就餐条件4项,并进一步分别对其构成的量表信度和效度作了检验,最后应用多元回归技术分析了4个因子对学生食堂满意度影响程度。 相似文献
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本文以环境正义理论为基础通过构建土地利用转移几率比与生态系统服务价值之间的函数关系,以解决小尺度下社会经济统计数据缺失无法进行生态补偿测算的问题。研究结果表明：①本文设计的区域生态补偿理论模型可以有效地解决小尺度下社会经济数据缺失导致区域生态补偿无法进行测算的问题;并且该模型划分的湖北省生态补偿区与生态受偿区分别与重点开发区、重点生态功能区的空间格局保持一致,验证了小尺度下区域生态补偿理论模型的可靠性。②湖北省整体生态环境水平存在恶化的趋势。2000—2015年湖北省生态补偿乡镇数量和总金额整体呈现上升的趋势,而生态受偿乡镇数量和总金额整体呈现下降的趋势。2015年湖北省乡镇生态补偿总额为17.25亿元,生态受偿总金额为29.54亿元,相比2000年分别增长了19.96%、-6.99%;另外,生态补偿与生态受偿空间格局基本保持不变,但局部地区略有变动。本文设计的生态补偿理论模型可以为小尺度下空间生态失衡提供解决思路与方案。 相似文献