Evaluating e-commerce functionality with a focus on customer service

被引：43
|
作者：
Lightner, NJ [1 ]
机构：
[1] Appalachian State Univ, Boone, NC 28608 USA
来源：
COMMUNICATIONS OF THE ACM | 2004年 / 47卷 / 10期
关键词：
D O I：
10.1145/1022594.1022599
中图分类号：
TP3 [计算技术、计算机技术];
学科分类号：
0812 ;
摘要：
The importance and steps of customer service life cycle (CSLC), a guide for differentiating the service a customer receives throughout a buying cycle are discussed. It consists of four stages such as requirements, acquisition, qwnership and retirement. The requirements stage establishes a need for the product and determines the product attributes. The acquisition stage consist of ordering, purchasing and acceptance of a product by the consumer. The level of customer service serve as a indication of user satisfaction with the transaction-orientation of a site.
引用
收藏
页码：88 / 92
页数：5
相关论文
共 50 条
  • [31] Modeling customer preference for E-commerce recommendation
    Zhang Junyan
    Shao Peiji
    PROCEEDINGS OF THE 2007 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE AND ENGINEERING, FINANCE ANALYSIS SECTION, 2007, : 1298 - 1302
  • [32] The Deployment of Customer Requirements of E-Commerce Website
    Chang, Guangshu
    2008 7TH WORLD CONGRESS ON INTELLIGENT CONTROL AND AUTOMATION, VOLS 1-23, 2008, : 6636 - 6641
  • [33] On the customer relationship management of e-commerce age
    Li, G
    Yang, J
    PROCEEDINGS OF 2002 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE & ENGINEERING, VOLS I AND II, 2002, : 24 - 28
  • [34] Securing Customer Email Communication in E-Commerce
    Ojamaa, Andres
    Lind, Uku-Rasmus
    2013 SIXTH INTERNATIONAL CONFERENCE ON DEVELOPMENTS IN ESYSTEMS ENGINEERING (DESE), 2014, : 291 - 296
  • [35] A study on the determinants of e-commerce customer satisfaction
    Meng, Lingyi, 1600, Transport and Telecommunication Institute, Lomonosova street 1, Riga, LV-1019, Latvia (18):
  • [36] Toward emotional e-commerce: The customer agent
    Jascanu, Nicolae
    Jascanu, Veronica
    Bumbaru, Severin
    KNOWLEDGE - BASED INTELLIGENT INFORMATION AND ENGINEERING SYSTEMS, PT 1, PROCEEDINGS, 2008, 5177 : 202 - 209
  • [37] A Prediction Approach of E-commerce Customer Loss
    Wang, Mingjun
    Fang, Jun
    2011 INTERNATIONAL CONFERENCE ON COMPUTER, ELECTRICAL, AND SYSTEMS SCIENCES, AND ENGINEERING (CESSE 2011), 2011, : 138 - 141
  • [38] An e-commerce platform with customer trying-on
    Xu, XB
    Fang, SL
    THIRD INTERNATIONAL CONFERENCE ON ELECTRONIC COMMERCE ENGINEERING: DIGITAL ENTERPRISES AND NONTRADITIONAL INDUSTRIALIZATION, 2003, : 194 - 196
  • [39] Research on Evaluating and Rating Systems of E-Commerce Websites: From a Customer's Perspective
    Zhang, Yuan
    Zhao, Xiaoxu
    Zou, Rong
    Xu, Chensi
    LISS 2014, 2015, : 703 - 708
  • [40] A Hybrid Computational Intelligence Approach for Efficiently Evaluating Customer Sentiments in E-Commerce Reviews
    Acampora, Giovanni
    Cosma, Georgina
    2014 IEEE SYMPOSIUM ON INTELLIGENT AGENTS (IA), 2014, : 73 - 80
12345