C2C交易中的消费者购物心理分析

C2C电子商务就是消费者与消费者之间的电子商务,简单的说就是消费者通过网络将本身提供的服务或产品与其他消费者进行交易。本文在分析C2C市场现状的基础上,对消费者的购物心理进行了探析,提出了对卖家的指导性建议。     

消费者视角下B2C电子商务网站用户黏性分析

随着网络技术的发展和互联网的迅速普及,电子商务行业近些年得到飞速的发展和壮大。作为电子商务行业的代表行业之一,B2C电子商务近些年发展尤其迅速。然而B2C电子商务行业在发展中也存在许多问题,在网络特性中用户极易发生转换行为,如何消除用户的转换行为,使用户对网站产生黏性意图,是B2C电子商务网站急需解决的难题之一。本文基于消费者视角下对B2C电子商务网站用户黏性进行分析,为B2C电子商务网站如何培养忠诚用户提出合理建议。     

从消费者角度看导购在电商企业促销中的应用

电子商务时代的标志是企业通过互联网为消费者提供一个新型的购物环境——网上商店,消费者通过网络在网上购物、在网上支付。这种模式节省了客户和企业的时间和空间,大大提高了交易效率,节省可顾客的宝贵时间,但网络信息的冗余,B2C企业促销手段的单一也让每一次购物变得越来越纠结。本文从消费者利益的角度提出了将传统的促销与导购服务相结合的模式,以此降低消费者的信息筛选成本,提升电商企业的竞争力。     

从淘宝网的竞争策略看C2C市场发展

在我国C2C市场中，淘宝网后来居上，在短短两年多的时间里,超越了业内的领先者eBay易趣。分析其竞争策略，可为业界提供有益的借鉴。淘宝网凭借其免费策略迅速切入市场,通过全面关注去赢取用户,推出支付宝支持安全交易，并能根据条件变化进行阶段推广和战略联盟，这些都是淘宝网运作颇为成功之处。但是我国C2C市场的竞争才刚刚开始,未来的竞争将更加体现在4C之争、物流之争、诚信之争，归根结底，就是用户之争。     

B2C电子商务消费者行为影响因素研究

网络购物正成为一种新消费趋势,2010年我国B2C电子商务的营业额超过300亿元人民币,B2C行业巨大的机遇引发了越来越多的加入者。B2C行业竞争也日益激烈,B2C电子商务企业是否能把潜在的消费者转化成现实的消费者,在激烈的竞争中拥有更多的市场是所有B2C电子商务企业需要考虑的问题。文章以B2C电子商务中消费者行为影响因素的关系模型为基础,利用SPSS、AHP建立模型,分析各变量之间的内在联系,找出影响B2C电子商务消费者行为主要因素,进而确定各影响因素的权重,针对影响B2C电子商务消费者行为的主要因素提出了B2C电子商务企业提升网购金额应采取的有关营销战略。     

中国C2C网络购物消费者信任问题探讨

<正>C2C网络市场环境中的风险与信任问题C2C即Consumer to Consumer,意指消费者与消费者之间的电子商务。     

C2C中消费者选择行为研究

随着互联网技术的不断成熟,C2C电子商务市场蓬勃发展,而C2C中消费者选择行为的研究也随之受到广泛关注.本文在总结相关领域研究现状的基础上,结合C2C中消费者选择行为的特点,对影响其选择行为的因素进行理论性分析.     

C2C电子商务模式下消费者购买决策影响因素分析

本文结合传统消费者决策行为理论和网络消费者决策行为理论,分析得出影响C2C电子商务模式下网络消费者购买决策的两个因素:个人因素、C2C网站和商家构成的购物环境两个因素。并对这两个因素进行具体分析。     

我国B2C模式下消费者感知价值理论研究评述

B2C模式成为网络购物模式的重要组成部分,消费者感知价值是影响消费者购买意愿和行为的直接因素,企业需要更多的关于消费者感知价值的理论和实证研究,以促进我国B2C消费模式的发展。     

我国B2C模式下消费者感知价值理论研究评述

B2C模式成为网络购物模式的重要组成部分,消费者感知价值是影响消费者购买意愿和行为的直接因素,企业需要更多的关于消费者感知价值的理论和实证研究,以促进我国B2C消费模式的发展。     

校园用户识别在电信领域的优化方案

在全业务市场竞争的背景下,校园市场将成为各大运营商争夺的焦点。运营商需要及时、准确地了解学生客户的状态和发展趋势。本文针对现有校园用户识别模型提出了优化方案,以便有针对性制定营销方案、促进校园市场的发展。     

服务补救——留住顾客的关键

市场竞争日益激烈 ,越来越多的企业认识到维系顾客的重要性 ,而维系顾客的关键在于提高顾客的满意程度 ,只有顾客满意了 ,他们才会长时间的保持对企业的忠诚。但是实际上 ,即使最优秀的企业也难免发生失误 ,难免造成顾客的不满。这就要求企业对其失误进行补救 ,最大限度的降低顾客的不满 ,这就是服务补救。而企业要想真正把服务补救工作做好 ,必须制订完善的服务补救策略 ,来指导企业的服务补救工作。     

Differentiation Via Technology: Strategic Positioning of Services Following the Introduction of Disruptive Technology

Introducing a “disruptive” technology into an existing service market provides new opportunities for firms and customers, often altering the nature of the market. Consequently, new technology often destabilizes market equilibrium, forcing firms to consider the role new technology will play in determining the new market structure. In this paper, we focus on understanding how significant new technology forces firms to evaluate and renegotiate their market positions in a service industry newly infused with technology (i.e., brokerage market). Specifically, we examine how firms integrate technology into the service process to create new forms of interaction. We used content analysis and a combination of structuralist methods including multidimensional scaling analysis (MDS), clustering methods, and property-fitting regression techniques (ProFit) to examine how technology changes the service process, and how firms leverage these changes for positioning. Our research demonstrates a strategic approach to positioning that suggests (1) introducing significant technology opens new positioning avenues by providing new service interactions, (2) technology must be leveraged via links to customer value sets, and (3) firms that leverage technology through customer values outperform their competitors.     

C2C交易中诚信问题研究——基于博弈论模型

C2C交易是近年来发展较为迅速的电子商务交易模式,其全民参与性和方便快捷的交易流程决定了它的良好前景,然而交易中的诚信问题日益成为影响其健康发展的巨大障碍。本文借用博弈论模型,探讨C2C中诚信问题产生的根源,并在此基础上经由一系列的推理和分析,提出解决该问题的一些建议。     

Exploring the application of IVR: lessons from retail banking

In today's increasingly competitive retail banking environment, banks are faced with the challenge of building and maintaining relationships with profitable customers while at the same time embracing technological change. So, while on the one hand increasing the role of technology in a services organisation can serve to reduce costs and often improve service reliability; on the other hand, organisations are acutely aware of the important role for personalised relationships in the delivery of their service proposition. This article reports on a qualitative research study into the perceptions of customers and staff of a large retail bank regarding the piloting of an interactive voice recognition (IVR) system. This system is regarded as a way for the case bank to benefit from technological advances, while still retaining its relationships with more profitable customers. To this end, the system was hoped to encourage lower net worth customers to increase their use of the bank's telephone banking facility, and allow branch staff, who would be freed from dealing with routine telephone enquiries, to deliver a better personalised service to high net worth customers. However, despite this rationale, the article reports the paradoxical situation that the system has been effectively rejected by customers and staff alike. The key objection is that relating to the perceived service discrimination between high and low net worth customers, the very rationale for which the IVR was introduced.     

旅游企业竞争的新优势——服务营销

如何在服务竞争中使组织保持与顾客良好的长期关系 ,是旅游企业获取竞争优势的关键。基于关系的服务营销意味着将服务视为与顾客保持长期关系的关键性战略要素。在这里 ,传统的交易营销模式显露出很大的局限性 ,而关系营销思想和理论为服务营销提供了新的视角。     

The Underlying Dimensions of Relationship Marketing in the Malaysian Mobile Service Sector

After so many years, the Malaysian mobile service market is getting saturated, whereby service operators are having difficulties differentiating themselves because they offer similar services. As the service options are wide, customers become less committed to a particular provider and might easily shift from one operator to another. This situation forces the service providers to create a strategy that focuses more on gaining and retaining long-term relationships with their customers. Therefore, the objective of this study is to determine the underlying dimensions of relationship marketing in the Malaysian mobile service sector. A sample of 300 customers in Klang Valley was drawn using scientific procedures of mall intercept, and structural equation modeling was utilized in testing the proposed model. The results show that the relationships between the exogenous latent factors and the overall endogenous factor are significant, ranging from.77 to.94. This illustrates that a relatively high proportion of the variance in relationship marketing is well explained by each of the factors.     

Succeeding in the Big Middle through technology

Big Middle retailers serve the mass market composed of mainstream consumers and face competition from both other Big Middle retailers and specialized (niche) retailers that want a share of the Big Middle consumer market. How can Big Middle retailers leverage technology to strengthen their competitive position? The authors explore this question by offering a framework for characterizing the Big Middle and a consumer-based taxonomy for classifying technology strategies in the retailing arena. In particular, the authors emphasize the following key points: (1) most technological advancements in retailing in the twenty-first century will relate to information technology; (2) many technologies have the potential to both cut the cost of retailer operations and enhance service to customers; (3) the adoption of these technologies requires significant upfront investments; (4) successful retailers in the Big Middle are in the best position to adopt these technologies because of their deep pockets and because they can pass on part of the costs to their vendors; (5) Big Middle retailers must take a longer term view with respect to returns on their technology investments; and (6) Big Middle retailers should consider consumers’ reactions to these technologies and be cautious about “overengineering.” In this regard, this editorial points to several directions for further research in the realm of technology investments by retailers.     

Acculturation and the influence of ethnicity on market orientation of African and Caribbean companies in Britain

Since acculturation is the process of acquiring the customs of an alternative society we assume that adapting to consumers from various cultures will be a fundamental task for African and Caribbean (A&C) companies in Britain. This study investigates market orientation of A&C service companies and their processes of cultural learning and adaptation using ethnicity as a basis for an exploratory study of the British market. The findings indicate that A&C companies serve as bicultural mediators, both accommodating their consumers and working to alter their consumption patterns to bring them into line with their own ethnic and British national market customs. The adaptation of A&C service companies to the cultural characteristics and needs of their customers results in changes to their companies, consumers and the British marketplace.     

The influence of satisfaction on customer retention in mobile phone market

This study examines the determinants of customer satisfaction and customer loyalty in the Peruvian mobile phone market. Based in a survey to 1259 customers, Multinomial Logit and GSEM estimations show how determinants of customer satisfaction can be assessed when satisfaction is measured through ordered categorical data. The results confirm that in mobile phone market Customer Satisfaction influences strongly on Customer Loyalty, and in turn Loyalty is an important determinant of Customer Retention. In contrast with previous literature, this study identified the differentiated influence of diverse factors on positive and negative customer satisfaction categories. Indeed while results show that quality of service assessments made by customers had a significant impact on both negative and positive customer satisfaction categories; assessments of other service attributes like customer care, information on tariffs and plans and billing clarity, only showed a significant statistical influence on positive categories of customer satisfaction. Similar asymmetrical results were found with regard to other economic, socioeconomic and geographical determinants of customer decisions. As well, an analog effect is also observed in the relationship between customer satisfaction and loyalty, where only positive satisfaction assessments helps to explain the loyalty of users. Finally, results show that while satisfaction can be identified as a powerful cause of CR, switching barriers did not deter more demanding customers to switch to alternative carriers, suggesting that recent pro-competition regulatory reforms implemented in Peru contributed to reduce these barriers to competition in mobile markets.