e微笑服务对在线客服系统用户持续使用意愿的影响被引量：3

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摘要随着互联网的发展,在线客服系统成为展示企业形象、加强用户与企业互动的重要工具。在线客服系统的广泛应用使得微笑服务的表现形式和服务载体均发生转变。本文基于服务接触理论,构建了用户持续使用意愿模型,并对338位京东在线客服系统用户进行问卷调查,探讨e微笑服务与用户持续使用在线客服系统意愿的关系。实证研究结果表明,e微笑服务通过服务人员和服务系统两条路径对用户持续使用意愿产生积极影响。本研究结论有助于改善企业在线客户服务水平,并据此提出了提升服务人员沟通技能、优化在线客服系统设计、加强在线客户服务管理的建议。 With the development of the Internet, the online customer service system has become an important tool to display the cor- porate image and enhance the interaction between enterprise and visitors. Because of the extensive application of online customer service system, the expression and service carrier of smile service have been changed. Based on the theory of ser- vice contact, this paper constructs the ＂user＇s willingness to continuously use＂ model, and conducts a questionnaire survey of 358 Jingdong online customer service system users to discuss the relationship between e-smile service and user＇s will- ingness to use online customer service system. The study shows that e-smile service has a positive effect on the users＂ will- ingness to continuously use this system via the two ways of service staff and service system. The conclusion of this study will help to improve the level of online customer service, and thus the paper puts forward to improve service personnel communication skills, optimize online customer service system design, and strengthen online customer service management.

作者黄正伟丰茂张瑞

机构地区三峡大学经济与管理学院

出处《企业经济》 CSSCI 北大核心 2017年第10期96-101,共6页 Enterprise Economy

基金国家自然科学基金项目"考虑文本情感的实时在线客户服务质量驱动因素研究"(项目编号:71471102)

关键词 e微笑服务服务接触理论服务系统使用意愿 e-smile service service contact theory service system willingness to use

分类号 F724.6 [经济管理—产业经济] F224 [经济管理—国民经济]

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参考文献1

1周涛,鲁耀斌,张金隆.基于感知价值与信任的移动商务用户接受行为研究[J].管理学报,2009,6(10):1407-1412. 被引量：60

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