摘要
针对Web2.0新环境中的企业网站服务特点,根据顾客网络消费阶段模型,采用归纳研究和演绎研究相结合的方法,在文献研究的基础上,结合企业网站顾客焦点小组访谈、管理者访谈和专家法,构建了由售前质量、售中质量和售后质量三阶段构成的企业网站服务质量测量模型,开发了测量量表,并通过两轮实证调查检验、修正了模型与量表。
Ignoring the staged nature of web-site consumption, the existing web-site service quality evaluating systems can not measure the service quality separately in different stages, because of aforementioned reasons, enterprise can not use all these systems to capture, solve the quality problems and make sustained service quality improvement. The paper adopts the model of staged web-site consumption, integrates？the existing literature and many effective research methods, such as depth-interviews of customer focus group, managers and experts, and established a three-stage service quality evaluating model of enterprise web-site, as well as a evaluating system. Finally, the article tests, modifies the model and the system by two-round empirical studies.
出处
《山西财经大学学报》
CSSCI
北大核心
2013年第3期90-101,共12页
Journal of Shanxi University of Finance and Economics
基金
国家自然科学基金项目"基于企业网站的顾客感知服务质量评价理论模型与实证研究"(70972095)
国家自然科学基金项目"CGM环境中顾客参与内容创造的个体心理机制及群体创造规律研究"(71102032)
天津市高等学校人文社会科学研究项目(20102125)
关键词
WEB2
0环境
企业网站服务质量
网络消费阶段模型
Web 2.0
consumer perceived service quality of enterprise web-site
the model of staged web-site consumption
