| C2C电子商务中服务质量与顾客忠诚之间的关系研究 |
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| 引用本文： | 周耀烈,胡莉.C2C电子商务中服务质量与顾客忠诚之间的关系研究[J].未来与发展,2009,30(6):43-46. |
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| 作者姓名： | 周耀烈 胡莉 |
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| 作者单位： | 浙江大学管理学院,浙江,杭州,310058 |
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| 摘 要： | 本文通过对C2C电子商店的服务质量和顾客满意度、顾客信任和顾客忠诚度的概念的界定进行实证研究。通过实证研究进一步探讨C2C电子商务的服务质量和顾客忠诚度之间的关系。
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| 关 键 词： | C2C电子商店 服务质量 顾客满意度 顾客忠诚度 |
The Research on the Relationships between the Service Quality and Customer Loyalty in the C2C E-business |
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| ZHOU Yao-lie,HU Li.The Research on the Relationships between the Service Quality and Customer Loyalty in the C2C E-business[J].Future and Development,2009,30(6):43-46. |
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| Authors: | ZHOU Yao-lie HU Li |
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| Institution: | (School of Management ,Zhejiang University, Hangzhou Zhejiang 310058 ,China) |
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| Abstract: | The empirical research on the concepts about service quality, customer satisfaction, customer confidence and customer loyalty of C2C e-shop is conducted first. And then the relationships between service quality and customer loyalty of C2C e-shop are discussed by empirical research. |
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| Keywords: | C2C e-shop service quality customer satisfaction customer loyalty |
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