Reviews on Service Quality Studies in Internet Environment and Further Researches
The paper firstly summarizes present service quality in internet environment based on the review on traditional service quality researches and expounds service features in internet environment: service in internet environmet is much more intangible,the seperability of service is promenience, while perishablity and heterogeneous are weaken; perceived service quality is more stable and services of variety coperate websites are similar. After that, this paper points the limitations of existing researches and believes we ought to define service quality characteristics in internet environment, explore the service quality expectation, perception path and mechanism in terms of 3 phases of etransaction in B2C market, and then construct a new perceived service quality model and evaluation systeM based on corporate website.
Service quality Internet environment Reviews
WEI Fuxiang YAO Yanan
Management School, Tianjin Normal University, China, 300387
国际会议
天津
英文
216-220
2009-12-12（万方平台首次上网日期，不代表论文的发表时间）