| 电子服务质量对客户忠诚影响的实证研究 |
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| 引用本文： | 赵金楼,王英照,刘家国.电子服务质量对客户忠诚影响的实证研究[J].图书与情报,2009(6). |
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| 作者姓名： | 赵金楼 王英照 刘家国 |
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| 作者单位： | 哈尔滨工程大学经济管理学院,黑龙江哈尔滨,150001 |
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| 基金项目： | 教育部博十点基金新教师项目"供应链突发事件应急决策与应急协调理论研究" |
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| 摘 要： | 目前,客户忠诚及其维度得到越来越多的关注,而电子商务也正在以迅猛之势向每一个可能的传统行业渗透,但有关电子服务质量对客户忠诚的影响机制仍未明确.文章从客户与服务提供商交互的角度来探讨电子服务质量对客户忠诚的影响关系,构建了电子服务过程中两类交互质量与客户忠诚维度的影响模型,并用结构方程模型法对其进行了实证研究.结果表明:客户忠诚与网站特性的交互质量认知忠诚呈显著的正相关关系,而与态度忠诚和行动忠诚并无直接关系;但与网站内容的交互质量与认知忠诚、态度忠诚和行为忠诚均有显著的正相关关系.
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| 关 键 词： | 电子服务质量 客户忠诚 结构方程 实证研究 |
An Empirical Study on the Influence of E-Service Quality on Customer Loyalty |
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| Zhao Jinlou Wang Yingzhao Liu Jiaguo.An Empirical Study on the Influence of E-Service Quality on Customer Loyalty[J].Library and Information,2009(6). |
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| Authors: | Zhao Jinlou Wang Yingzhao Liu Jiaguo |
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| Institution: | Zhao Jinlou Wang Yingzhao Liu Jiaguo(School of Economy , Management,Harbin Engineering University,Harbin,Heilongjiang,150001) |
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| Abstract: | These days,Customer Loyalty and its dimensionality are earning more and more attention.E-business is rapidly penetrating into every possible traditional industry.But the influence mechanism about E-Service Quality to Customer Loyalty is not definite.From the alternant angle of customer and service,the influence relation of E-Service Quality on Customer Loyalty is discussed,the influence model between two kinds of alternant qualities and Customer Loyalty dimensionality during electronic serving is constructe... |
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| Keywords: | e-service quality customer loyalty structural equation model empirical study |
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