Research Focuses and Frontiers of Consumer Satisfaction of Electronic Commerce:Based on Knowledge Map

摘要：

　　Aiming to understand the field of customer satisfaction under the electronic commerce context in recent years,a sample of 565 papers on e-commerce customer satisfaction included in Web of Science (SCIE,SSCI,A&HCI) published during 1993-2013 were analyzed with Cite Space (Ⅱ) software to reveal the research focuses and frontiers of the field.The results show that the theories of expectancy-disconfirmation,planned behavior,and Technology Acceptance Model are the basic theoretical foundation; structural equation modeling is the primary empirical research method; the research focuses would include model,service quality,perceived value,trust and loyalty; the frontiers and trends would be intelligent technology supporting system,service failure recovery,customer feedback utility,service quality and customer loyalty across e-commerce service and production transaction etc.

关键词： Electronic commerce Customer satisfaction Knowledge map Focuses Frontiers

作者: Jinlong Bao Qianjin Zong

作者单位: School of Management, Suzhou Vocational University, China School of Information Management, Nanjing University, China

会议类型: 国际会议

会议名称: The Twelfth Wuhan International Conference on E-Business(第十二届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 407-411

在线出版日期: 2013-05-25（万方平台首次上网日期，不代表论文的发表时间）