客户满意度在Web 2.0和信息技术的发展

IF 4.9 3区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE
Gajendra Sharma, Liu Baoku
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引用次数: 23

摘要

-本文的目的是调查个人和组织如何最好地利用Web 2.0社交网络技术来改善与客户的关系。-本文使用的理论背景是熟悉-喜欢理论和前景理论来理解用户对服务的满意程度。我们对第二人生的用户进行了一项在线调查,以调查用户对Web 2.0社交网络的满意度以及信息技术的最新发展。-调查结果显示,资讯科技发展是web2.0不可分割的一部分,有助了解顾客的满意程度,以及他们对网上科技的看法。顾客满意度和信息技术发展对消费者的服务享受和体验都有正向影响。-论文的通用性是有限的。本研究的调查数据存在一些常见的方法偏差。不能完全消除共法偏差存在的可能性。本文提供了顾客满意度对组织、研究人员、管理者和决策者的重要意义。本文提供了有效的测量方法,以方便评估几个主要的用户满意度结构。信息通信技术(ICT)的发展,特别是互联网及其相关技术的发展,已成为在线社交网络发展的主力军。Web 2.0用户的数量增长如此之快,以至于它已经成为营销人员接触客户的一个重要渠道。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Customer satisfaction in Web 2.0 and information technology development
– The purpose of this paper is to investigate how the individual and organizations best use Web 2.0 social networking technologies to improve its relationships with customers. , – The theoretical background used in the paper was the familiarity-liking theory and prospect theory to understand the extent of user satisfaction with the services. Online survey from Second Life users was conducted to investigate customer satisfaction in Web 2.0 social networks and recent development on information technologies. , – The findings suggested that IT development is the inseparable part of Web 2.0 and enables to understand customer satisfaction as well as their perception on online technology. Both customer satisfaction and IT development has positive influence on consumer's service enjoyment and experience. , – The generalizability of the paper is limited. The survey data in this study have some common method bias. The possibility of the existence of the common method bias cannot be completely eliminated. , – The paper provides the significance of customer satisfaction for organizations, researchers, managers, and policy makers. The paper provides validated measurements to facilitate evaluation of several major user satisfaction constructs. , – The recent development of information and communication technology (ICT), especially the internet and its related technologies has become the main force of the development of online social network. The number of Web 2.0 users has been growing so rapidly that it has become an important channel for marketers to reach their customers.
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来源期刊
Information Technology & People
Information Technology & People INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
8.20
自引率
13.60%
发文量
121
期刊介绍: Information Technology & People publishes work that is dedicated to understanding the implications of information technology as a tool, resource and format for people in their daily work in organizations. Impact on performance is part of this, since it is essential to the well being of employees and organizations alike. Contributions to the journal include case studies, comparative theory, and quantitative research, as well as inquiries into systems development methods and practice.
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