基于价值链B2C电子商务企业的自营物流成本控制

在电子商务飞速发展的今天,B2C电子商务企业如何降低物流成本,获取"第三利润源泉"成为电子商务企业普遍关注的问题。尤其是随着电子商务企业自营物流的建立,使得降低自营物流成本更为必要。基于价值链的思想对B2C电子商务企业自营物流的成本进行分析,提出运用运筹学的思想来实现整个价值链上物流成本最低,达到控制物流成本的目的。     

实体企业进行B2C电子商务创业实证分析

电子商务相对于传统实体创业无论在成本上还是营销方面都体现出来明显的优势,电子商务创业过程中需要解决包括平台建设,推广投入,运营维护,渠道拓展等等一系列难题.通过对B2C电子商务创业的要素分析和创业过程的分析,结合安徽国润茶业有限公司的实证进行探讨,得出中小企业进行B2C电子商务创业应注意的事项和具体实施途径,为我国中小企业进行B2C电子商务创业提供一种思路.     

Examining E-Commerce Customer Satisfaction and Loyalty: An Integrated Quality-Risk-Value Perspective

Because of the inherently virtual nature of online environments, maintaining customer loyalty on business-to-customer (B2C) e-commerce websites is a challenging task. Although there have been many e-commerce studies that investigate customer loyalty in various B2C contexts, none of them have examined loyalty by simultaneously adopting quality-, risk-, and value-driven perspectives. This study integrates the quality-satisfaction-loyalty paradigm and the extrinsic cue-quality-risk-value chain to develop a theoretical model of customer loyalty that is based on an integrated quality-risk-value perspective. Data collected from 542 experienced online shoppers are used to validate the theoretical research model. Additionally, the mediation effects of perceived e-service quality, perceived risk, perceived value, and satisfaction on the relationship between electronic word-of-mouth (eWOM) and loyalty in B2C websites are validated using rigorous statistical methods. As hypothesized, the findings indicate that both positive and negative eWOM significantly influence perceived e-service quality and perceived risk and, in turn, significantly affect perceived value, customer satisfaction, and customer loyalty via the mediation of perceived e-service quality and risk. This study substantially enriches our understanding of the success of B2C websites by highlighting how the sequential causal relationships among key extrinsic cues, quality, risk, and value can strongly influence customer satisfaction and loyalty on these websites. Theoretical and practical implications are discussed.     

基于熵权灰色关联分析法的B2C电子商务平台可信性评估

近年来,随着互联网技术的快速发展,电子商务市场得到了众多企业的青睐和学术界的关注。然而电子商务的发展,尤其是B2C电子商务模式的发展却远没有实现人们的期望值。阻碍B2C电子商务进一步发展的关键因素是信任。因此,为了促进B2C电子商务进一步蓬勃发展,对B2C电子商务平台的可信性进行研究则势在必行。本文研究结合综合熵权理论和灰色关联度综合评估方法来对B2C电子商务平台的可信性进行量化分析。     

大学生网上开店对电子商务专业实践的启示

随着电子商务在我国的飞速发展,C2C模式也开展得如火如荼。本文探讨了中国大学生网上开店的基本情况,分析了他们网上开店的好处和不足,最后指出了大学生网上开店对电子商务专业学生和电子商务实验教育的启示。     

电子商务在建筑业应用模式探讨

随着信息相关技术的发展,国际互联网已经为基于网络的建筑工程电子商务应用提供了一个良好的环境。在各种不同类型的电子商务中,企业对企业和企业对政府两种模式被广泛的使用。同时探讨了企业对企业系统在建筑行业的应用,并对招投标和采购两种模式分别进行阐述。此外,电子政府也正成为政府职能中重要的一环,并具体描述了具有五大功能模块的典型电子政府框架。     

谈云计算时代电子商务的发展

本文介绍了云计算与电子商务的发展关系。首先从电子商务现存的一些问题入手,并对云计算的特征和现有的技术形式~45-7＂阐述,分析了在云计算技术下发展电子商务所具有的优势。最后叙述了在云计算时代开展电子商务所面临的困难,并对电子商务在云计算时代的发展给予了美好的期望。     

Consumer-to-consumer e-commerce: outcomes and implications

Abstract

One outcome of the digitised retail environment is the emergence of consumer-to-consumer (C2C) electronic commerce. Existing research has extensively addressed C2C commerce in an offline environment, while relatively little is known about online C2C behaviour. Thus, there is a need to deepen the understanding of how and why consumers engage in C2C e-commerce as well as the implications that C2C e-commerce holds for retailers. To address this gap, a comprehensive survey targeting Finnish consumers was conducted. The survey yielded a total of 2823 respondents who had transacted on C2C e-commerce platforms. The data are used to profile C2C e-commerce with demographics, product categories, customer value and key retail outcomes. This analysis provides a well-grounded basis for discussing the implications of C2C e-commerce for retailers.     

The development and validation of a scale to measure perceived value of mobile commerce (MVAL-SCALE)

Mobile commerce (m-commerce) has unique characteristics that differentiate it from in-store and electronic commerce (e-commerce) in several aspects. Therefore, existing customer perceived value (CPV) scales developed for conventional business contexts may not thoroughly capture the CPV of m-commerce (M-VAL). Although a significant and increasing body of literature examined the benefits and costs of mobile shopping, extant literature revealed that no studies had operationalised all of the essential facets to measuring M-VAL. In order to address this gap, this research reported on four studies and generated a scale to encapsulate the holistic approach of M-VAL. A 25 item M-VAL scale was developed through a rigorous scale construction and validation process. The findings showed that M-VAL is a multidimensional, second order, and reflective construct consisting of three primary dimensions and nine sub-dimensions. The M-VAL dimensions are specifically derived as utilitarian value (information value, economic value, and convenience value), interaction value (interface value, visual value, gamification value, and customisation value) and credibility value (system credibility value and social credibility value). The nine sub-dimensions can be concluded as distinct from the dimensions in earlier models in various aspects and are consistent with the unique nature of m-commerce. Notably, the study developed the CPV scale especially for m-commerce, taking into account several elements that differentiated m-commerce from in-store and e-commerce.     

民间传统手工艺品电子商务模式研究

通过对民间传统手工艺品的特点进行分析,并对民间传统手工艺品开展电子商务意义进行了探讨,提出了B2C、H2C、H2G2C等5种适合我国民间传统手工艺品的电子商务模式,以期对传统手工艺人和手工艺品生产企业提供借鉴和参考,为我国非物质文化遗产保护做出贡献。     

Ethical Awareness of Seller’s Behavior in Consumer-to-Consumer Electronic Commerce: Applying the Multidimensional Ethics Scale

Consumer-to-consumer electronic commerce (C2C e-commerce) has opened the possibility of consumers completing more transactions with each other. It has also introduced the ability for consumers to behave unethically. This study examines an individual’s ethical awareness of a seller’s behavior in C2C e-commerce situations by applying the multidimensional ethics scale (with measures for moral equity, relativism, egoism, utilitarianism, and contractualism). The study surveys undergraduate business students in four different C2C e-commerce situations and finds relativism to influence ethical awareness in all scenarios. Egoism is found to influence ethical awareness in three scenarios and contractualism in one scenario, and utilitarianism is not found to be an influence in any scenario. The findings from this study suggest that sellers in C2C e-commerce should conduct transactions based on what is culturally and socially acceptable (i.e., relativism), but also consider the importance of one’s reputation (i.e., egoism), and written or perceived contracts (i.e., contractualism).     

我国农产品电子商务发展研究

目前,我国农产品电子商务的总体水平不高,其原因主要在交易主体参与农产品电子商务的意识和能力有限;交易对象的标准化、品牌化建设滞后;交易媒介建设薄弱;交易环境不够完善。为此,要提升交易主体的素质、改进交易对象的品质、加强交易媒介的建设、完善交易环境以促进我国农产品电子商务的发展。     

Discovering the variables that influence new home‐buyer service satisfaction

While home builders traditionally think of customer service in terms of upgrades and mortgage options, home buyers are thought to view the quality of service on a much broader basis. Previous research has identified five dimensions of service quality: appearance, reliability, timeliness, knowledge, and empathy. Home‐buyer satisfaction with service quality is then the result of home builders providing services that are perceived as meeting or exceeding buyer expectations. Although much research has been done regarding home‐buyer satisfaction with service quality, there is still a gap between builders' and home buyers' perception of the quality of service. Builders need to identify and understand home‐buyer needs in order to constantly improve service quality. This paper describes an exploratory study that focused on customer satisfaction with service quality. The objective of this study was to assess the correlations between various factors on home‐buyer expectations and their perceptions of service quality. Demographics considered in this study included age, gender and household income, while transaction characteristics included purchase price, number of occupants and house size. Characteristics such as higher income, higher purchase price, and larger house size appeared to value dimensions such as reliability most highly. Characteristics such as lower income, lower purchase price and smaller house size appeared to value dimensions such as empathy and appearance most highly. Gender, age and household size did not have significant associations with expectations or relative importance, but age and household size were associated with actual perceptions of service dimensions. Understanding the influence of these variables on customer satisfaction with service quality can positively impact home builders through improved reputation and increased local referrals.     

第三方B2B电子商务平台服务质量分析

随着互联网商业化的迅速发展,B2B电子商务平台大量涌现,平台经营者面对激烈的竞争压力,平台服务需求企业则面临优质服务平台的选择问题,如何对电子商务平台进行评价,以满足平台服务供需双方的经营需求日渐受到重视与关注。针对占有大量市场份额的第三方B2B电子商务平台,结合经典的服务质量评价研究成果,分析了第三方B2B电子商务平台服务质量要素,构建服务质量评价体系,并基于模糊综合评价方法建立了第三方B2B电子商务平台服务质量评价模型。     

Employee Flow as an Integrated and Qualitative System: Impact on Business-to-Business Service Quality

Purpose: This article develops and tests the effect of a complete model of employee flow on business-to-business (B2B) customer service outcomes.

Methodology: Employee flow in organizations refers to all inflows, outflows, and internal movements of staff, and is a crucial human resources area. However, research rarely deals with employee flow as a whole. Instead, studies generally limit themselves to individual employee flow aspects, such as employee turnover, and limit outcomes to internal organizational issues. This study employs hierarchical regression and structural equation to model the effect of an integrated and qualitative measure on B2B service quality through the INDSERV scale.

Findings: Employee flow, especially net outflows, affects service quality perceptions through various mediated relationships. Employee flow affects outcome quality through potential and soft process quality and impacts hard process quality through potential quality. Relationship frequency, supply chain integration of the customer, and environmental characteristics are significant moderators.

Research implications: The introduction of complete employee flow as a predictor variable is a research advance and can be extended to many research settings. Confirmation that INDSERV scales have an internal progression is new and informs future model building.

Practical implications: Managers, especially in bigger and service-oriented companies, might employ integrated employee flow indices as a practical management metric. The tendency of B2B processes to separate client and customer staff (e.g., through technological bridges and call centers) is discouraged by the finding that employee flow affects outcomes partly through soft process, relational quality. Managers should attend to frequency and customer integration.

Contribution: The use of integrated and qualitative employee flow models in modeling service outcomes, especially in B2B settings, is an original contribution, as is the hitherto untested progression within the subconstructs of the INDSERV B2B service quality scale.     

Assessing the e-Service Quality of Sellers in an Industrial e-Marketplace

Existing studies of electronic service quality (e-SQ) mainly deal with online shopping mall operators in business-to-consumer (B2C) markets, whereas research into the e-SQ of sellers in industrial electronic marketplaces (e-marketplaces), characterized by multiple sellers and multiple customers, is lacking. Therefore, this study intends to determine if existing theories developed and tested in the B2C online shopping mall context are directly applicable to measure e-SQ of industrial e-marketplace sellers. By qualitatively analyzing customer feedback obtained in an e-marketplace, this study offers an in-depth exploration of e-SQ dimensions, discovers a tentative causal model of the e-SQ specific to industrial e-marketplace sellers, and compares the tentative model grounded in the qualitative data with existing research tested with quantitative data. This study shows that existing e-SQ scales may not apply, without revision, to measures of the e-SQ of industrial e-marketplace sellers.     

浅析电子商务C2C存在的问题及对策

互联网的普及给人类的生活带来了方方面面的改变,在商业领域,因特网的介入直接催生了电子商务,我国电子商务始于1997年,短短十数载,电子商务以庞大的几何数增长,而电子商务的模式对其发展前景则起着至关重要的作用,在当前特定的经济环境下,如何达成买卖双方的共赢是一个很值得探讨的问题。本文试图从电子商务的7中模式中选择最有代表性的C2C进行简单的阐述,从专业的角度展望电子商务的发展前景。     

Business-to-Business Electronic Commerce Success: A Supply Network Perspective

DeLone and McLean (2004) have advanced an electronic commerce (EC) success model and suggest that it can be extended to investigating EC success in different contexts. However, the EC success model has not been empirically validated in the context of business-to-business (B2B) EC. The purpose of this study is to gain a better understanding of EC value and success within the B2B environment. Accordingly, we introduce an extended version of DeLone and McLean’s (2004) EC success model, and test hypotheses regarding the associations between various success dimensions using the data collected from 122 supply chain units. In addition to providing support for most of the hypotheses suggested by DeLone and McLean’s (2004) EC success model, our results indicate that other success dimensions, such as EC readiness, must be considered for successful EC in B2B environments. The research findings provide practitioners with clarity on the levers of B2B e-commerce success within the supply chain unit level of analysis. Overall, the study’s results contribute to theoretical development in the area of business value creation and EC success, and present a basis for further research in these fields.     

The Impact of Voice Mail Technology on Internal Service Quality

Abstract

The proliferation of sophisticated computer-assisted communication technologies (e.g., voice mail systems, computer conferencing, video conferencing, electronic mail, image transmission) is causing organizations to examine the potential influence such technologies could have on the quality of service delivered to customers (both, internal and external). This paper investigates the impact of an advanced communication technology on the quality of service delivered by employees within an organization to their peers (internal customers). An empirical study was conducted to assess the expectations and performance levels of “internal service” after the incorporation of an advanced communication technology (voice mail) within one service organization (financial institution). Results indicate that the level of expectations of internal service in the context of voice mail were much higher than actual service performance. Analysis also revealed that perceptions of internal service quality significantly differed on the basis of gender and educational level of respondents. Directions for future research and managerial implications for enhancing internal service quality through the incorporation of new information technologies are also discussed.     

网络开店对电子商务专业实践教学的意义

随着电子商务在我国的飞速发展,C2C模式的电子商务也开展得越来越广泛。本文介绍了我国大学生网上开店的基本情况,分析了他们网上开店的好处和不足,最后指出了大学生网上开店对电子商务专业实践教学的重要作用。