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电子商务顾客满意度模型研究 被引量:5

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摘要 本文本从消费者的角度出发,以质量—满意链理论为理论框架,分析了电子商务顾客满意度的影响因素,在此基础上构建了电子商务顾客满意度模型。
作者 刘佳 于涛
机构地区 山东师范大学
出处 《软件工程师》 2010年第12期43-46,共4页 Software Engineer
基金 2009年度教育部人文社会科学研究项目<区域质量管理影响因素分析及管理对策研究>研究成果之一
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参考文献12

  • 1杨平,封展旗,杨同卫.顾客满意与顾客忠诚的关系研究综述[J].商场现代化,2007(11S):53-54. 被引量:4
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二级参考文献31

  • 1景奉杰,曾伏娥.顾客满意水平对顾客行为影响研究的评述[J].商业经济与管理,2004(10):21-25. 被引量:11
  • 2严浩仁.试论顾客忠诚的影响因素与理论模型[J].商业经济与管理,2005(4):61-65. 被引量:50
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  • 5Spreng, R, A and Singh, A, K, (1993) ‘An empirical assessment of the SERVQUAL scale and the rel~ltionship between service quality and satisfaction', in Peter, D W , Cravens, R and Dickson (ed) 'Enhancing knowledge developmenl in marketing", American Marketing Association, 4.
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共引文献31

同被引文献15

二级引证文献10

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