Research on the Impact of Electronic and Traditional Service Quality on Customer Trust and Loyalty

Author: Shen Wenguo
Publisher:
Publish Date: 2006-10-01
Features: This book discusses the impact of electronic and traditional service quality on customer trust and loyalty, explores the evaluation methods of service quality for online and traditional enterprises, and conducts a comparative analysis of the effects of various service attribute qualities and service fairness on customer satisfaction, trust, and intention-based loyalty for online and traditional enterprises. It also provides some constructive suggestions for service quality management in online enterprises. The main contents of this book include research overview, literature review, conceptual model and research design, exploratory research data analysis, confirmatory research data analysis, discussion and conclusion. This book can serve as a teaching reference for postgraduate students in business management and marketing disciplines in higher education institutions, and also provides certain guidance and reference value for business managers.