摘要
通过绘制网上零售业的服务蓝图和相关的企业调研识别了所涉及到的服务接触点,以此为基础概括出网上零售业中的服务接触因素,并运用模糊综合评价方法对网上零售业的顾客感知服务质量进行测评,分析网上零售业中的失败服务接触点,目的在于通过改进失败的服务接触点,提高网上零售业的顾客体验。通过测评,顾客对网上零售业的物流配送和在线服务感知一般。
Online retailing is more and more popular. By investigation, it is found that the customers feel less satisfaction about express delivery and online service. Thus, it is important to improve its service qual-ity. Service encounter points involved in the online retailing are identified by drafting the service blueprint-ing. With the service blueprinting, service encounter factors for online retailing are presented. Then, cus- tomer-perceived service quality is evaluated by using the fuzzy comprehensive method and the service fail points are analyzed. Thus, by improving the service fail points, it can improve the customer experience of the online retailing.
出处
《工业工程》
北大核心
2013年第1期19-24,共6页
Industrial Engineering Journal
基金
国家自然科学基金资助项目(71090404/71090400)
上海市重点学科建设资助项目(B310)
关键词
网上零售业
服务蓝图
感知服务质量
online retailing
service blueprinting
perceived service quality
作者简介
杜学美（1976-），女，安徽省人，副教授，博士，主要研究方向为质量管理、管理理论与工业工程
