信誉良好的网络零售商的服务质量与社交媒体的使用

Q3 Computer Science
Yun-Kyung Cho, Cynthia L. Sutton
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引用次数: 4

摘要

由于进入门槛较低,互联网零售商在线上和线下经营上都面临着激烈的竞争。先前的文献表明,声誉是竞争的关键决定因素,因为客户更信任信誉良好的零售商。在传统框架中,服务质量在声誉创造中起着关键作用,因为顾客对零售商高服务质量的感知会导致他们对零售商的感知声誉的增加。与传统的框架相反,本研究提出了一个演绎的立场,并检验信誉良好的零售商是否确实提供高质量的服务给他们的顾客。本研究对600多家零售商的服务质量进行了调查,结果显示服务质量与声誉之间存在着无与伦比的联系。研究结果告诉我们,当服务质量和声誉之间的联系超出顾客的感知时,传统的框架不起作用。这项研究还表明,除了服务质量之外,还有另一种声誉来源,即社交媒体营销。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Reputable Internet Retailers’ Service Quality and Social Media Use
Due to the low entry barrier, Internet retailers face intense competition in both online and offline operations. Previous literature suggests that reputation acts as a key deciding factor against the competition since customers trust reputable retailers more than others. In the conventional framework, service quality has a critical role in reputation creation as customer perception of a retailer’s high service quality leads to an increase in their perceived reputation of the retailer. In contrast with the conventional framework, this study poses a deductive stance and examines if reputable retailers indeed offer high service quality to their customers. Investigation of more than 600 retailers’ service quality in this study shows some unmatched linkage between service quality and reputation. The findings tell us that the conventional framework does not work when the connection between service quality and reputation is examined beyond customer perception. This study also suggests an alternative source of reputation to service quality, which is social media marketing.
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来源期刊
International Journal of Electronic Commerce Studies
International Journal of Electronic Commerce Studies Computer Science-Computer Science Applications
CiteScore
1.40
自引率
0.00%
发文量
0
期刊介绍: The IJECS is a double-blind referred academic journal for all fields of Electronic Commerce. To serve as an international platform, the IJECS encourages manuscript submissions from authors all around the world. As a multi-discipline journal, The IJECS welcome both technology oriented and business oriented electronic commerce research articles. The purpose of the International Journal of Electronic Commerce Studies is to promote electronic commerce research and provide worldwide scholars a place to publish their innovative work in electronic commerce. To be published in the journal, the manuscript must make strong empirical, theoretical, or practical contributions and highlight the significance of the contributions to the electronic commerce field. Thus, preference is given to submissions that test, extend, or build strong theoretical frameworks for electronic commerce theory, electronic commerce system development, and electronic commerce practice. The journal is not tied to any particular national context; the geographic distribution of authors publishing in the journal came from countries around the world. Articles introducing cases of innovative applications in electronic commerce around the world are also published in the journal. The journal provides scholars opportunities to realize the electronic commerce research and development around the world. Articles in the International Journal of Electronic Commerce Studies will include, but are not limited to the following areas.
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