ANALYZING CUSTOMER SERVICE TECHNOLOGIES FOR ONLINE RETAILING: A CUSTOMER SERVICE LIFE CYCLE APPROACH

被引：2

作者：

Ayanso, Anteneh ^{[1
]}

Lertwachara, Kaveepan ^{[2
]}

机构：

[1] Brock Univ, St Catharines, ON L2S 3A1, Canada

[2] Calif Polytech State Univ San Luis Obispo, San Luis Obispo, CA 93407 USA

来源：

JOURNAL OF COMPUTER INFORMATION SYSTEMS | 2015年 / 55卷 / 04期

关键词：

Online retailing; customer service life cycle; electronic commerce; website traffic; E-COMMERCE; LOYALTY; PERCEPTIONS; EXPERIENCE; STRATEGY; SYSTEMS; TRUST; BUILD;

D O I：

10.1080/08874417.2015.11645789

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

In this research, we examine the implementation of customer service functionalities on the top 500 online retailers in the U.S. Our analysis is performed through the lens of the Customer Service Life Cycle (CSLC) theory which defines customer services into four stages: Requirements, Acquisition, Ownership, and Retirement. Our study aims to determine the relationship between retailers' CSLC scores and their performance in website traffic and online sales.

引用

页码：73 / 80

页数：8

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