多渠道零售企业电子服务能力的构成与测量

Constitution and Measurement of E-service Capability of Multichannel Retailers

电子服务能力是企业竞争优势的来源,但是尚没有学者对多渠道零售企业电子服务能力进行明确的定义和测量。文章作者在文献回顾的基础上,界定了多渠道零售企业电子服务能力的概念,并提出电子服务能力的5个构成维度:信息能力、保护能力、履行能力、服务补救能力和服务综合能力。进而,结合消费者定性访谈的结果,开发出多渠道零售企业电子服务能力的测量量表。实证分析结果表明,该测量量表具有较好的信度和效度。

E-service capabilities can be a source of competitive advantage, but E-service capability of multichannel retailers has not been defined and measured as well. On the basis of literature review, this paper defines the concept of E-service capability of multichannel retailers, and then specifies five dimensions of e-service capability： information capability, protection capability, fulfillment capability, service recovery capability, and service comprehensiveness capability. Based on depth interview, the paper develops its measurement scale. Empirical results indicate the measurement scale has good reliability and validity.