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گواهی نمایه سازی مقاله How to Promote e-Customer Engagement Relationship Outcomes: the Role of Perceived Support from Customer Orientation

عنوان مقاله: How to Promote e-Customer Engagement Relationship Outcomes: the Role of Perceived Support from Customer Orientation
شناسه (COI) مقاله: ECDC10_003
منتشر شده در دهمین کنفرانس بین المللی تجارت الکترونیک با رویکرد بر E-Tourism در سال ۱۳۹۵
مشخصات نویسندگان مقاله:

Liping Yan - School of Management and Economics, Beijing Institute of Technology, Beijing, China
Xiucun Wang - School of Management and Economics, Beijing Institute of Technology, Beijing, China

خلاصه مقاله:
The study aims to investigate the influencing mechanism of customer orientation on e-customer engagement relationship outcomes through perceived support for customer. A total of 525 responses to a survey were collected from e-shoppers in china. The results showed that customer focus and customer feedback have a positive effect on perceived rapport and perceived support for customers, which in turn positively influence e-customer engagement relationship outcomes (i.e., online review, word-of-mouth and customer commitment). The findings of this study imply that the e-retailers need to develop appropriate systems and measures to encourage online service workers’ customer orientation behaviors which are the competitive attributes when it comes to e-customer commitment and e-customer engagement behaviors

کلمات کلیدی:
Customer orientation, perceived rapport, perceived support for customer, engagement relationship outcomes

صفحه اختصاصی مقاله و دریافت فایل کامل: https://www.civilica.com/Paper-ECDC10-ECDC10_003.html