摘要
电子商务的快速发展使得研究在线客户体验变得重要。结合以往的研究文献,从网站特性、客户特性、客户参与、交易成本四个角度较全面地阐述客户体验的影响因素,同时建立基于TAM模型的B2C客户体验模型,并指明未来的研究方向。
Online customer experience has become important because of the rapid development of e - commerce. The paper elaborates the factors affecting customer experience from four angles combined with previous research literature. They are the site characteristics, customer characteristics, customer participation and the transaction costs. Then we build B2C customers experience model based on the TAM model and indicate the directions for future research.
出处
《科技管理研究》
CSSCI
北大核心
2013年第19期184-188,196,共6页
Science and Technology Management Research
基金
中央高校基本科研业务费项目"电子商务环境下客户价值与厂商决策的均衡机制"(2013221013)
关键词
电子商务
客户体验
TAM模型
网站特性
客户特性
e- commerce
customer experience
website character
customer character
customer involvement
