Is online-to-offline customer care support essential for consumer service?

Customer satisfaction is the main pillar for convenient and profitable retailing. The retail sector continuously tried to develop new strategies to improve consumer satisfaction. It is impossible to provide each service directly to the consumer by the retailer. In this direction, the retailer establishes customer care to provide the best service to consumers. Consumer care can provide promotional or prevention services, increasing the consumer's satisfaction level. This study is developed to show the impact of retailers' customer care service for an offline-to-online retailing strategy. The demand is consumer support, advertisement, and selling price dependent. For maintaining consumer service, some free home delivery policies are offered, when consumers ordered more than a certain percentage of the amount. Finally, the total profit of this O2O retailing system is calculated by the classical optimization technique. Some special cases are discussed in the numerical section to prove the impact of customer care services. Numerical results prove that customer care support enhances the profit by 48.20%, whereas investment in the advertisement and home delivery strategy helps the retail industry to earn 44.80% and 16.74% more profit, respectively. Finally, from this study, it is clear that customer care activities are essential to increase the profit of the retailing sector.     

互联网下高校外卖物流配送的现状与发展

随着互联网的快速发展,我国的手机愈发成为一部掌上电脑,通过手机进行外卖订餐已经成为现代高校大学生的日常状态,外卖的物流配送大大改变了学生的生活饮食方式。但是高校周围的外卖物流配送也容易导致很多问题,影响大学生的生活。针对高校外卖的特殊性,文章以互联网下逐渐形成的O2O模式来研究高校外卖物流配送的现状与发展,并且针对存在的问题提出相关建议。     

Factors influencing consumers' purchase decision-making in O2O business model: Evidence from consumers' overall evaluation

Online-to-offline (O2O) has become a rapidly growing e-commerce model worldwide, but the factors influencing consumers' purchase decision-making have not been examined well. After exploring the working mechanism of the O2O model, we extract eleven indexes of consumers' overall evaluation in the O2O model with Crawlzilla and R techniques. Social network analysis (SNA) is adopted to build social networks reflecting consumers' overall evaluation in the O2O model. Based on the modified social network and the extracted subgraph, this study (N = 768) reveals consumers' overall evaluation behavior patterns in the O2O model by calculating network density, central potential, edge betweenness. The results show that shoppers overall evaluate the eleven indexes, especially perceived product quality, online product price, promotion intensity, business reputation, and product brand, which reflects the significant associations between the indexes. Among all the eleven evaluation indexes, perceived product quality, online product price, and business reputation dominate consumers’ decision-making behavior. When making purchase decisions, consumers not only overall consider online product price, perceived product quality, and business reputation but also balance perceived product quality, business reputation, and promotion intensity. Finally, we make some suggestions on marketing strategy for e-commerce companies.     

供应链视角下餐饮O2O模式的配送路径优化

O2O最后一公里配送往往需要综合考虑时间和成本的关系,研究平台对订单的分配和路径优化对提升O2O供应链的整体效率和产业链升级具有十分重要的意义。从餐饮商家和O2O平台两个主要参与者出发对物流配送系统进行研究,提出了适合于O2O餐饮供应链的配送网络,并考虑道路阻塞、最大里程数等约束,搭建了上层模型最短时间、下层模型最低成本的双层规划模型,进而通过NSGA-Ⅱ算法求得可行解,最后验证了算法的可行性,为进一步研究O2O配送提供了新的解决思路。     

兼并模式下再制造O2O供应链运作决策研究

零售商之间的兼并普遍存在于商业活动中,涉及两种情景下的O2O(online to offline)供应链决策模型:兼并前,制造商提供一种产品(包括新产品和再制造品)给两个零售商(模型P);兼并后,制造商将此产品批发给一个更强大的双线经营的零售商(模型M)。研究表明:模型P中新产品数量低于模型M,但再制造品数量高于模型M;与模型P相比,模型M提高了双线经营的零售商的经济效益,但削减了制造商和产业的利润。     

基于 O2O 的我国服务业商业模式探讨

O2O 模式可以有效促进商业活动的开展,实现低成本接近高价值客户、低成本市场细化和产品多样化,通过服务差异化释放增值潜力。在服务业商业活动中应用这种模式需构建开放式平台,建设用户交易识别系统和用户消费凭证管理系统。O2O 模式在服务业中应用具有巨大的潜在商业价值,对于促进服务业运营模式的改革发展具有积极的作用。     

O2O电子商务模式研究

O2O作为电子商务新模式,解决了传统行业如何利用线下商务运作与互联网结合的电子商务化问题,为想要转型的传统企业提供了一个全新的思路,也为创业者提供了更多的机会。O2O这个新的商业模式必将改变并影响未来电子商务的发展,消费者也会更多地亲身体会到它带来的便利。     

基于物联网技术平台的O2O商业模式研究

在国家大力推进产业结构调整、信息化的压力下,物联网技术和O2O商业模式作为信息时代的新型生产力,在国内的普及率并不高。本文运用案例分析的方法通过研究大学生创业项目引入O2O商业模式的概念,并与物联网技术有机结合,把握两者之间优势互补的关系,提出两者创新应用,同时从商业模式构成要素的角度对该模式进行系统、深入分析,为中国现代农业信息化建设和结构调整提供了新思路。     

TPACK理念下O2O微课设计策略研究

信息化时代,信息技术快速发展,使用前沿科技助力教育可利用微课教学模式。为了帮助教师更好地利用技术来做好教育教学工作,基于TPACK(Technological pedagogical Content Knowledge)理念,在现有微课设计模型的基础上,尝试进行适用于高职院校英语教学的O2O微课设计建设策略研究。     

机制设计视角的O2O模式科学性分析

O2O模式的升级与转型是目前电商行业的热点问题。运用机制设计理论,分析O2O不同经营类型的科学性,验证不同O2O类型与盈利模式间的关系。理论分析发现:相对于独立型与复合型团购,平台型团购能够较好地处理传统营销中买卖双方的信用关系,具有机制设计上的优势性。实证分析显示:平台型团购的盈利模式侧重于新型的增值业务收入,独立型与复合型团购侧重于商品的进销差价等传统盈利模式,消费者投诉绝大部分集中在独立型与复合型团购。