手段目的链视角下电子服务质量整合模型的构建与分析

Construction and Analysis of Electronic Service Quality Integrated Model Based on the Perspective of Means End Chain Theory

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。

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.