电子商务中顾客满意度与投诉处理与服务恢复的关系研究方向

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2020-09-16 DOI:10.1504/ijecrm.2020.10032124

P. Kumari, Satinder Kumar

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引用次数: 1

摘要

本文的目的是在回顾1996年至2018年发表的关于电子商务中客户满意度的投诉处理和服务恢复的文献的基础上，强调一个研究空白。它确定了现有文献中的电子研究差距，提供了一个分类方案，并为未来的研究制定了指导方针。现有的研究主要集中在医院、酒店和旅游业等不同领域的客户对服务恢复的满意度，但电子商务仍然没有受到影响。与这一机制相关的研究大多在台湾、马来西亚和纽约等不同国家进行，但在印度和中国等国家很少关注电子商务背景下服务回收与投诉处理满意度的关系。对于政策制定者和管理层来说，制定电子商务领域的服务恢复政策将是一个非常广泛的信息来源。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce

The aim of the paper has been to highlight a research gap based on review of literature published on customer satisfaction about complaint handling and service recovery in e-commerce from year 1996 to 2018. It identifies the e-search gap in existing literature, provides a categorization scheme and prepares the guidelines for future study. Existing studies have primarily focused on customer satisfaction with service recovery in different areas like hospitals, hotels and tourism sector but e-commerce remains untouched. Related with this mechanism most of studies have been carried out in different countries like Taiwan, Malaysia, and New York but little attention has been done in countries such as India and China to carry out the relationship of service recovery and complaint handling satisfaction in context of e-commerce. It will be great extensive source of information to the policy maker, and management that he wants to prepare the service recovery policy in e-commerce area.

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling