《复件四叶草PPT课件》由会员分享，可在线阅读，更多相关《复件四叶草PPT课件（13页珍藏版）》请在金锄头文库上搜索。
1、Thesis Proposal An Empirical Research on Online B2C Customer Perceptions of Logistics Services and Related Factors(在线B2C顾客物流效力感知及相关要素的实证研讨 ) Introduction Logistics service has become an important part of B2C e-commerce .Focusing on customers logistics service perception also become a new enterprise
2、management problem faced by the network retailers Theoretic and practical significance Focus on the analysis and evaluation of logistics service from customers perspective after trading online, rather than form traditional views. Important concepts and terms E-Quality is used to judge a electronic b
3、usiness enterprise overall superiority comprehensively .Emphasis on customer perception produced by continuous behavior such as online goods quality、 orders processing 、 logistics service and after-sales service.Important concepts and termsE-Satisfaction not only includes customers overall approval
4、for electronic business enterprise, also some individual attribute such as visual impression、 security、information and logistics services.Important concepts and termsE-Loyalty: a widely accepted definition is a decision making unitsDMUbehavioral responses to one or more selection process based on ti
5、me. Related research 2000, Zeithaml had already used the word E-Service -e-service is information and the contact point happened before、 during、 and after all trading. Kannan thought that E-Service is all the services provided by network, including service goods、service environment and service deliv
6、ery. Related researchSantos thought E-Quality provide a sustainable competitive advantage for e-commerce businesses. Olive thought that satisfaction is more about something like fulfillment and more emphasized on consumer psychology. Srinivasan proposed E-Loyal is a good attitude customer having whi
7、ch will lead to repeat purchase behavior. Related researchHeim and Sinha found order purchasing process and order process and customer loyalty had significant correlation. Studies about logistics and distribution service quality and its impact become more and more common, empirical research is widel
8、y accepted. Among them, Mentze and Rabinovic research is more representative. Scholars in our country FENG Yi-xiong etc. has proposed and verified a logistics service quality evaluation scale based on customer shopping experience in Chine through an empirical investigation.Objective Chat1.Online B2C
9、 customer logistics service perception and related factors model Product value perception Logistics perception Online customer loyalty Online customer satisfaction Business enterprise image perception MethodologyTechnology roadmap References 1Bender PMComparative fit indexes in structural modelsJ.Psychological Bulletin，1989，107(2):238-2462Rabinovich E，Knemeyer AM ,Mayer CMWhy do internet commerce firms incorporate logistic service providers in their distribution channels?The role of transaction costs and network strengthJ.Journal of Operations Management。2007:661-681
