在线顾客满意研究热点及趋势

以Web of Science为数据源，采用聚类与战略坐标图对在线顾客满意领域研究主题进行分析。结果表明：相关研究主要集中在14个主题领域；在线顾客满意前因、网络银行顾客忠诚形成机制、网络零售顾客重购意向、电子服务质量的维度及后果、信息系统用户持续使用意向是热点研究领域；e满意、e忠诚成为较为成熟的研究领域；服务补救、自助服务技术、个性化推荐系统、青少年网络游戏态度及行为、人机交互技术可用性、新型信息系统用户满意、患者在线满意调查、电子商务营销战略处于研究边缘领域；社会网络口碑环境下的顾客满意与忠诚机制是未来的研究趋势。

Research Focuses and Trends of Online Customer Satisfaction

Taking the citation database Web of Science as data source,this paper gives a comprehensive analysis on the researches of International online customer satisfaction by using cluster analysis and strategic diagram. The results show that the relevant research themes can be divided into 14 fields;the core research themes are online customer satisfaction antecedents,online banking customer loyalty formation mechanism,online retailing customer repurchase intention,dimensions and consequences of electronic service quality,and the continuance usage intention of Information system users;researches on e-satisfaction and e-loyalty are mature;service recovery,self-service technology,personalized recommendation system,youth attitudes and behaviors of online games,the availability of human-computer interaction technology,online system user satisfaction,patient satisfaction surveys online,e-commerce marketing strategy are at are locate on the edge of research network;customer satisfaction and loyalty in the setting of social network word of mouth are the future research trends.