|本期目录/Table of Contents|

[1]邵丹萍.电子商务环境下顾客公民行为影响因素的研究——基于顾客感知的视角[J].集美大学学报(哲社版),2013,16(04):49-58.
 SHAO Dan ping.Research on Influencing Factors of Customer Citizenship Behavior in Ecommerce Environment:From the Perspective of Customer Sensation[J].philosophy&social sciences,2013,16(04):49-58.
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电子商务环境下顾客公民行为影响因素的研究——基于顾客感知的视角(PDF)
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《集美大学学报》(哲社版)[ISSN:1006-6977/CN:61-1281/TN]

卷:
16
期数:
2013年04期
页码:
49-58
栏目:
海峡西岸经济运行研究
出版日期:
1900-01-01

文章信息/Info

Title:
Research on Influencing Factors of Customer Citizenship Behavior in Ecommerce Environment:From the Perspective of Customer Sensation
作者:
邵丹萍
台州职业技术学院 工商管理系,浙江 台州 318000
Author(s):
SHAO Danping
Department of Business Administration, Taizhou Vocational & Technical College, Taizhou 318000, China
关键词:
顾客公民行为顾客感知顾客满意电子商务环境
Keywords:
customer citizenship behavior customer sensation customer satisfaction Ecommerce environment
分类号:
F 713
DOI:
-
文献标志码:
A
摘要:
在前人研究的基础上,立足于电子商务环境,构建了顾客感知(包括产品感知、服务感知、物流感知和店铺感知)、顾客满意与顾客公民行为三者之间的关系模型,并基于网购顾客的问卷调查数据,对提出的相关假设进行检验。研究发现:顾客感知对顾客满意有显著正向影响;顾客感知、顾客满意对顾客公民行为均有显著的正向影响,且顾客满意在顾客感知对顾客公民行为影响的关系中起到中介作用。同时,统计结果显示,在所有的顾客个人特征中,只有年龄特征对顾客公民行为发生调节作用。
Abstract:
Based on the existing theoretical results, a conceptual model exploring the relationship between customer sensation, customer satisfaction and customer citizenship behavior in the electronic commerce environment was established. And a series of research hypotheses was proposed, which was tested by the data from a questionnaire survey on online shopping consumers. The results showed that customer sensation had a positive impact on customer satisfaction; both of customer sensation and customer satisfaction had a positive impact on customer citizenship behavior; and customer satisfaction mediated the relationship between customer sensation and customer citizenship behavior. Furthermore the statistics indicated that of all customer characteristics, only ageregulation occurred for customer citizenship behavior.

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备注/Memo

备注/Memo:
[收稿日期] 2013-06-13[修回日期]2013-06-24
[基金项目]教育部人文社会科学研究青年基金项目(10YJC630201);浙江省教育厅科研资助项目(Y201225624)
[作者简介]邵丹萍(1977—),女,浙江温岭人,副教授,硕士,主要从事市场营销与区域经济研究。
更新日期/Last Update: 1900-01-01