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随着网络零售企业间的竞争变得更加激烈,如何有效提升企业的服务补救能力变得越来越重要了。在参考以往文献的基础上,通过补偿、及时响应、道歉、制度和沟通渠道五个维度选取了15个服务补救后顾客满意的影响因素。通过对这些影响因素的实证分析,划分了它们的权重,并以此提出了提升网络零售企业服务补救的对策。
As online retail businesses become more competitive, it becomes more and more important how to effectively improve their service remediation capabilities. Based on the previous literature, the influencing factors of customer satisfaction after 15 service remedies were selected through five dimensions of compensation, timely response, apology, system and communication channel. Through the empirical analysis of these factors, we divide their weights and put forward the countermeasures to improve the service recovery of online retailers.