全部 标题 作者
关键词 摘要

OALib Journal期刊
ISSN: 2333-9721
费用:99美元

查看量下载量

相关文章

更多...

平台服务和物流服务对网络商家信心的影响——商家信誉的调节作用

, PP. 83-90

Keywords: 平台服务,物流服务,信誉,网络商家信心

Full-Text   Cite this paper   Add to My Lib

Abstract:

?在电子商务平台中,商家日常经营所需的服务与传统零售业有所不同,主要包括平台服务和物流服务两种。商家信心决定着平台的生存发展,但尚未有文献从信心视角对平台服务和物流服务展开研究。本文使用3995位淘宝店铺经营者的调查数据,建立次序回归模型分析发现:平台服务和物流服务都对商家信心有正向影响;商家信誉具有调节作用,随着信誉等级的提高,平台服务对商家信心的影响逐渐增强;而信誉等级较低的商家信心更容易受物流服务影响。

References

[1]  Hwang Y, Kim D J. Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust[J]. Decision support systems, 2007, 43(3): 746-760.
[2]  Xu J D, Benbasat I, Cenfetelli R T. Integrating service quality with system and information quality: An empirical test in the e-service context[J]. MIS Quarterly, 2013, 37(3) :777-794.
[3]  Fassnacht M, K?se I. Consequences of Web-based service quality: Uncovering a multi‐faceted chain of effects[J]. Journal of Interactive marketing, 2007, 21(3): 35-54.
[4]  Cristobal E, Flavián C, Guinaliu M. Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty[J]. Managing Service Quality, 2007, 17(3): 317-340.
[5]  Lee G G, Lin H F. Customer perceptions of e-service quality in online shopping[J]. International Journal of Retail & Distribution Management, 2005, 33(2): 161-176.
[6]  Hausman A V, Siekpe J S. The effect of web interface features on consumer online purchase intentions[J]. Journal of Business Research, 2009, 62(1): 5-13.
[7]  Yoo B, Donthu N. Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL)[J]. Quarterly Journal of Electronic Commerce, 2001, 2(1): 31-45.
[8]  Holloway B B, Beatty S E. Service failure in online retailing a recovery opportunity[J]. Journal of service research, 2003, 6(1): 92-105.
[9]  Santos J. E-service quality: A model of virtual service quality dimensions[J]. Managing service quality, 2003, 13(3): 233-246.
[10]  Wolfinbarger M, Gilly M C. eTailQ: Dimensionalizing, measuring and predicting etail quality[J]. Journal of retailing, 2003, 79(3): 183-198.
[11]  Zeithaml V A, Parasuraman A, Malhotra A. E-service quality: Definition, dimensions and conceptual model[J].working paper, Marketing Science Institute, Cambridge, MA, 2000.
[12]  刘志学,许泽勇. 基于非对称信息理论的第三方物流合作博弈分析[J].中国管理科学, 2003,11(5):86-89.
[13]  王真. B2C 电子商务快递物流服务质量评价体系构建研究[D]. 成都:成都理工大学, 2013.
[14]  Mentzer J T, Gomes R, Krapfel R E. Physical distribution service: A fundamental marketing concept?[J]. Journal of the Academy of Marketing Science, 1989, 17(1): 53-62.
[15]  秦晓丽. 快递服务质量与顾客满意研究[D]. 武汉:华中科技大学, 2010.
[16]  Anderson E W, Fornell C, Lehmann D R. Customer satisfaction, market share, and profitability: Findings from Sweden[J]. The Journal of Marketing, 1994,58(3):53-66.
[17]  Mentzer J T, Williams L R. The role of logistics leverage in marketing strategy[J]. Journal of Marketing Channels, 2001, 8(3-4): 29-47.
[18]  Fombrun C, Van Reil C.The reputational landscape[J].Corporate Reputation Review, 1997, 1(1-2) : 5-13.
[19]  Jarvenpaa S L, Tractinsky N, Saarinen L. Consumer trust in an internet store: A cross-cultural validation[J]. Journal of Computer-Mediated Communication, 1999, 5(2): 45-71.
[20]  Weigelt K, Camerer C F. Reputation and corporate strategy: A review of recent theory and applications[J].Strategic Management Journal, 1988,9 (5):443-454.
[21]  Mailath G J, Samuelson L. Your reputation is who you're not, not who you'd like to be[R]. Working Paper, University of Pennsylvania, Center for Analytic Research in Economics and the Social Sciences, 1998.
[22]  Brown T J. Corporate associations in marketing:Antecedents and Consequences [J]. Corporate Reputation Review, 1998,1(13) : 215-233.
[23]  Barney J B. Firm resources and sustained competitive advantage[J].Journal of Management,1991,17 (1) :99-120.
[24]  http://www.aliresearch.com/blog/article/detail/id/19905.html
[25]  沈凤武,徐寅峰. 横向并购初期固位策略销售服务网络结构优化[J]. 中国管理科学, 2003,11(5):56-59.
[26]  孙焕东,张华,李卫忠,等. 一个大型职业介绍信息管理系统的设计[J]. 中国管理科学, 1999,7(3):42-46.
[27]  Heaton J B. Managerial optimism and corporate finance[J]. Financial management, 2002,31(2):33-45.
[28]  周黎安, 张维迎, 顾全林, 等. 信誉的价值: 以网上拍卖交易为例[J]. 经济研究, 2006,12(81):124.
[29]  李维安, 吴德胜, 徐皓. 网上交易中的声誉机制--来自淘宝网的证据[J]. 南开管理评论, 2007,10(5):36-46.
[30]  崔香梅, 黄京华. 信用评价体系以及相关因素对一口价网上交易影响的实证研究[J]. 管理学报, 2010,7(1):50-56.
[31]  Kreps D M, Wilson R. Reputation and imperfect information[J]. Journal of economic theory, 1982, 27(2): 253-279.
[32]  Fama E F. Agency problems and the theory of the firm[J]. The Journal of Political Economy, 1980,88(2): 288-307.
[33]  Holmstr?m B. Managerial incentive problems: A dynamic perspective[J]. The Review of Economic Studies, 1999, 66(1): 169-182.
[34]  Tadelis S. What's in a name? Reputation as a tradeable asset[J]. American Economic Review, 1999,89(3): 548-563.
[35]  Shrauger J S, Osberg T M. The relative accuracy of self-predictions and judgments by others in psychological assessment[J]. Psychological Bulletin, 1981, 90(2): 322.
[36]  Bandura A. Self-efficacy: Toward a unifying theory of behavioral change[J]. Psychological review, 1977, 84(2): 191.
[37]  于海云,赵增耀,李晓钟. 民营企业创新绩效影响因素研究-企业家信心的研究视角[J]. 科研管理,2013,34(9):97-104.
[38]  Parasuraman A, Zeithaml V A, Malhotra A. ES-QUAL a multiple-item scale for assessing electronic service quality[J]. Journal of service research, 2005, 7(3): 213-233.
[39]  Ladhari R. Developing e-service quality scales: A literature review[J]. Journal of Retailing and Consumer Services, 2010, 17(6): 464-477.
[40]  Fassnacht M, Koese I. Quality of electronic services conceptualizing and testing a hierarchical model[J]. Journal of service research, 2006, 9(1): 19-37.
[41]  Van Riel A C R, Liljander V, Jurriens P. Exploring consumer evaluations of e-services: A portal site[J]. International Journal of Service Industry Management, 2001, 12(4): 359-377.
[42]  King S F, Liou J S. A framework for internet channel evaluation[J]. International Journal of Information Management, 2004, 24(6): 473-488.
[43]  Udo G J, Bagchi K K, Kirs P J. An assessment of customers'e-service quality perception, satisfaction and intention[J]. International Journal of Information Management, 2010, 30(6): 481-492.
[44]  Gefen D. Customer loyalty in e-commerce[J]. Journal of the association for information systems, 2002, 3(1): 2.
[45]  Kim H R. Developing an index of online customer satisfaction[J]. Journal of financial services marketing, 2005, 10(1): 49-64.

Full-Text

Contact Us

service@oalib.com

QQ:3279437679

WhatsApp +8615387084133