期刊文献+
任意字段
题名或关键词
题名
关键词
文摘
作者
第一作者
机构
刊名
分类号
参考文献
作者简介
基金资助
栏目信息

中小企业网上商店的服务质量与客户忠诚的关系 被引量：1

The Relationship between Service Quality and Customer Loyalty of SME e-Store
下载PDF
导出
摘要 本文探讨了在电子零售环境下,中小企业网上商店服务质量与客户忠诚的关系。所用数据来源于实际中小企业网上商店及客户,通过对比决定中小企业网上商店服务质量的六大影响因素及决定客户忠诚的三大影响因素,揭示了二者间存在的紧密关联。 This paper discussed the relationship between service quality and customer loyalty in the SME electronic retailer environment.All data came from the real SME e-stores and customers.We found that service quality and customer loyalty for SME e-stores have close relationship by contrast the 6 influencing factors of SME e-store service quality and 3 influencing factors of customer loyalty.
作者 杨彤骥 杨红玉 刘学成
机构地区 辽宁工程技术大学工商管理学院
出处 《现代情报》 CSSCI 2012年第4期105-109,共5页 Journal of Modern Information
基金 教育部博士点基金项目"Web客户隐性需求开发的关键问题研究(200801470004)"的阶段性成果 葫芦岛市经济社会发展课题"葫芦岛市中小企业吸收能力研究(10-4)"的阶段性成果 阜新市社会科学研究课题"阜新市中小企业创新吸收能力研究"的阶段性成果 葫芦岛市软科学计划项目"基于吸收能力的葫芦岛市中小企业创新机制研究"的阶段性成果 辽宁省科学技术计划项目"基于动态吸收能力的辽宁中小企业创新自组织机制研究"的阶段性成果
关键词 中小企业网上商店 客户忠诚 服务质量 影响因素 SME e-Store； customer loyalty； service quality； influencing factor；
分类号 N95 [自然科学总论]
  • 相关文献

参考文献11

  • 1Lindstrom, Martin. Clicks, Bricks and Brands, Haxdie Grant Books, South Yara Victoria, 2001. 被引量：1
  • 2Hallowell, Roger. The Relaticmhips of Customer Setisfaction, Customer Loyalty, and Profitability: an Empirical Study [J]. International Journalof Service Industry Management, 1996, 7 (4) : 27 - 42. 被引量：1
  • 3Rust, Roland. T. and Anthony J.Zahorik. Customer Satisfaction, Customer Retention, and Market Share [ J ]. Journal of Retailing, 1993, 69 (2): 193-211. 被引量：1
  • 4Jun, Minjom and Shoahan Cai. The Key Determinants of lntemet Banking Service Quality: a Cantent Analysis [J]. International Journal of Bank Marketing, 2001, 19 (7) : 276 - 291. 被引量：1
  • 5Lee, Guo- Guang and Hsiu - Fen I.in. Customer Perceptions of E - service Quality in Online Shopping [J]. International Journal cff Retail and Distribution Management, 2005, 33 (2): 161 - 175. 被引量：1
  • 6Sahadev, Sunil and Keyoor Purani. Modelling the Consequences of E -service Quality [ J]. Marketing Intelligence and Planning, 2008, 26 (6): 605-620. 被引量：1
  • 7Sivadas, Eugene and Jamie L. Baker- Prewitt. An Examination of the Relationship between Service Quality, Customer Satisfaction, and Store Loyalty [ J ]. lntematlonal Journal of Retail and Distribution Management, 2000, 28 (2): 73-82. 被引量：1
  • 8Swan, John E.. Consumer Satisfaction Rew.arch and Theory: Current Staws and Future Direcfioos. in Intemational Fare in Consumer Saris-faction and Complaining Behavior, R L Day and H K Hunt, eds. Bloomington: Indiana University, 1983: 124-129. 被引量：1
  • 9Tabachnick, BarbaraC.. and Lincla S. Fidell. Using Multivariate Statistics (3rd ed. ), New York: Harper Collins College Publishers, 1996. 被引量：1
  • 10van Rid, AUard C.R., Veronica Liljandex and Petra Jurnens. ExploringConsumer EvaluaticedE-services: a Portal Site [J]. Intenational Journal of Service Industry Management, 2001, 12 (4) : 359 - 377. 被引量：1

二级参考文献11

  • 1Lee, C., K.Lee, & J.M.Pennings. Internal Capabilities, Extemal Networks, and Performance: A Study of Technology - Based Ventures [J]. Strategic Management Journal, 2011, 22: 615-640. 被引量：1
  • 2Braded, J., & P.Preiaendoffer. Fast - Growing Busineases [ j ]. International Journal of Sociology, 2000, 30 (3) : 45 - 70. 被引量：1
  • 3NichoUs-Nixon, C.L., A.C.Coeper, & C.Y.Woo. Strategic Experimentation: Understanding Change and Performance in New Venturez [J]. Journal of Business Venturing, 2000, 15: 493-521. 被引量：1
  • 4Smith, K.G., C.J.Collina, & K.D.Clark. Existing knowledge, knowledge creation capability, and the rate of new product introduction in high - technology firtm [ J ]. Academy of Management Journal, 2005, 48 (2): 346-357. 被引量：1
  • 5Danmeeh, E. The dynamics of product innovation and firm competeneis [J]. Strategic Management Journal, 2002, 23:1095 - 1121. 被引量：1
  • 6Shane, S. Prior knowledge and the discovery of entrepreneurial opportunities [ J]. Organization Science, 2000, 11 (4) : 448 - 469. 被引量：1
  • 7Rindova, V.P., & S.Kotha. Continuous morphing: Competing through dynamic capabilities, form, and function [ j ]. Academy of Managemout Journal, 2001, 44 (6): 1263- 1280. 被引量：1
  • 8Zahra, S.A., & W.C.Bogner. Technology strategy and software new ventures' performance: Exploring the moderating effect on the competi- five enviromnent [J]. Journal of Business Venturing, 1999, 15: 135 - 173. 被引量：1
  • 9Schoonhoven, C.B., K.M.Eisenhardt, & K.Lyman. Speeding products to market: Waiting time to first product introduction in new firms [J]. AdministrativeScience Quarterly, 1990, 35: 177-207. 被引量：1
  • 10Wiklund, J., & D.A.Shepherd. Knowledge-based resources, entreprenenrial orientation, and the performance of small end medium sized firms [ J ]. Strategic Management Journal, 2003, 24 (13): 1307 - 1314. 被引量：1

共引文献1

同被引文献14

引证文献1

二级引证文献5

现代情报
2012年 第4期

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部