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网络零售服务可靠性五维度对顾客忠诚的影响——基于顾客满意与顾客信任的视角
  • ISSN号：1003-207X
  • 期刊名称：《中国管理科学》
  • 时间：0
  • 分类：F713.3[经济管理—产业经济]
  • 作者机构：[1]中国科学技术大学管理学院,安徽合肥230026
  • 相关基金：基金项目：国家自然科学基金项目（71090401）;国家自然科学基金项目（71110107024）;国家自然科学基金资助创新研究群体基金项目（71121061）
作者： 秦进[1], 赵前前[1]
关键词： 网络零售, 服务可靠性, 顾客忠诚, 顾客满意, 顾客信任
中文摘要：

本文研究了网络零售服务可靠性对顾客忠诚的影响机制，包括服务可靠性各维度的直接影响和以顾客满意、信任为中介的间接影响。通过结构方程模型分析得出研究结论：网络零售服务可靠性的五个维度中，产品相符性、信息可靠性和客户服务可靠性对顾客忠诚有直接影响；产品相符性和客户服务可靠性通过顾客满意、顾客信任的完全中介作用间接影响顾客忠诚，信息可靠性通过顾客信任的部分中介影响顾客忠诚。

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期刊信息
  • 《中国管理科学》
  • 中国科技核心期刊
  • 主管单位:中国科学院
  • 主办单位:中国优选法统筹法与经济数学研究会 中科院科技政策与管理科学研究所
  • 主编：蔡晨
  • 地址：北京海淀区中关村北一条15号（北京8712信箱）
  • 邮编：100190
  • 邮箱：zgglkx@casipm.ac.cn
  • 电话：010－62542629
  • 国际标准刊号：ISSN：1003-207X
  • 国内统一刊号：ISSN：11-2835/G3
  • 邮发代号:82-50
  • 获奖情况:
  • 国内外数据库收录:
  • 日本日本科学技术振兴机构数据库,中国中国人文社科核心期刊,中国中国科技核心期刊,中国北大核心期刊（2008版）,中国北大核心期刊（2011版）,中国北大核心期刊（2014版）
  • 被引量:25352