| 手段目的链视角下电子服务质量整合模型的构建与分析 |
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| 引用本文： | 李雷,邹勇,杨怀珍.手段目的链视角下电子服务质量整合模型的构建与分析[J].现代情报,2016,36(4):8-13. |
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| 作者姓名： | 李雷 邹勇 杨怀珍 |
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| 作者单位： | 1. 桂林理工大学管理学院, 广西桂林 541004;2. 桂林理工大学现代企业管理研究中心, 广西桂林 541004;3. 桂林电子科技大学商学院, 广西桂林 541004 |
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| 基金项目： | 国家自然科学基金资助项目"网络平台运营机制对内容提供商新服务开发绩效的作用机理研究"(项目编号:71562008);广西高校科学技术研究项目"人机交互型服务接触对顾客感知电子服务质量的影响研究"(项目编号:KY2015LX129);桂林理工大学科研启动费资助项目"以开放式网络平台为依托的新服务开发模式"(项目编号:002401003453)。 |
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| 摘 要： | 以笔者前期关于电子服务质量的一项综述性研究为基础,批判式地传承和发展了Parasuraman、Zeithaml和Malhotra构建的电子服务质量理论模型,依据手段目的链理论,从电子服务内外属性、使用者特征、电子服务质量的评价内容、结果等方面对电子服务质量现有研究成果进行整合,提出了一个更为完善的整合模型,并挖掘了后续研究问题,旨在为学者们全面把握电子服务质量各研究模块之间的逻辑关系提供参考,为后续研究在一个统一的框架内展开提供依据。
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| 关 键 词： | 电子服务质量 整合模型 手段目的链理论 信息通信技术 |
Construction and Analysis of Electronic Service Quality Integrated Model Based on the Perspective of Means End Chain Theory |
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| Authors: | Li Lei Zou Yong Yang Huaizhen |
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| Institution: | 1. School of Management, Guilin University of Technology, Guilin 541004, China;2. Research Cernter of Modern Enterprise Management, Guilin University of Technology, Guilin 541004, China;3. School of Business, Guilin University of Electronic Technology, Guilin 541004, China |
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| Abstract: | Based on a review on electronic service quality by the authors of this study, this study critically heritaged and developed the theoretical framework of electronic service quality constructed by Parasuraman, Zeithaml and Malhotra.A more perfect integrated model was proposed based on the perspective of means end chain theory from the aspects of inside and outside attributes and users' characteristics of electronic service and evaluation contents and results of electronic service quality, and the following research issues were excavated.This model could provide references to grasp the relationships among the existing research results of electronic service quality for scholars, and also could make the following researches progress in an integrated framework. |
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| Keywords: | electronic service quality integrated model means end chain theory information and communication technology |
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