{"title":"信誉良好的网络零售商的服务质量与社交媒体的使用","authors":"Yun-Kyung Cho, Cynthia L. Sutton","doi":"10.7903/IJECS.1877","DOIUrl":null,"url":null,"abstract":"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.","PeriodicalId":38305,"journal":{"name":"International Journal of Electronic Commerce Studies","volume":" ","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2021-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"4","resultStr":"{\"title\":\"Reputable Internet Retailers’ Service Quality and Social Media Use\",\"authors\":\"Yun-Kyung Cho, Cynthia L. Sutton\",\"doi\":\"10.7903/IJECS.1877\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"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.\",\"PeriodicalId\":38305,\"journal\":{\"name\":\"International Journal of Electronic Commerce Studies\",\"volume\":\" \",\"pages\":\"\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2021-01-07\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"4\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Electronic Commerce Studies\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.7903/IJECS.1877\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"Computer Science\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Electronic Commerce Studies","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.7903/IJECS.1877","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Computer Science","Score":null,"Total":0}
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.
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.