网上零售市场电子服务质量评价研究

本文全面回顾了网上零售市场电子服务质量评价研究文献,深入剖析了几种常用的网上零售市场电子服务质量评价量表,探讨了网上零售市场电子服务质量评价维度以及量表结构,指出了该领域目前的研究不足和未来研究方向,提出了针对网上零售市场具有普适性的电子服务质量评价的一般维度,主要包括可靠性/履行性、响应性/易接近性/联系性、易用性/可用性、网站设计、信息质量、隐私/安全以及个性化等,并将这些维度与传统服务质量评价维度进行了对比分析。     

基于熵权法的e-服务质量评价方法研究

根据传统环境下的SERVQUAL模型、技术采用模型和自服务技术理论,识别出了e-服务质量的决定因素,从可靠性、易用性、安全性、客户关怀和信任等五方面建立了开放式的、评价e-服务质量的指标体系。为了克服传统测评中各指标权重确定方法的局限性,做到静态赋权与动态赋权相结合,借助于“熵”的概念,对用AHP法所确定的初始评价指标权重进行调整,增强了评价的合理性和科学性。应用实例表明,调整后的权重能更准确地反应实际情况。结论可促进企业e-服务质量发展的科学化和规范化的进程。     

Developing e-service quality scales: A literature review

This study reviews the literature on e-service quality (e-SQ), with an emphasis on the methodological issues involved in developing measurement scales and issues related to the dimensionality of the e-SQ construct. We selected numerous studies on e-SQ from well-known databases and subjected them to a thorough content analysis. The review shows that dimensions of e-service quality tend to be contingent on the service industry. Despite the common dimensions often used in evaluating e-SQ, regardless of the type of service on the internet (‘reliability/fulfilment’, ‘responsiveness’, ‘web design’, ‘ease of use/usability’, ‘privacy/security’, and ‘information quality/benefit’), other dimensions are specific to e-service contexts. The study also identifies several conceptual and methodological limitations associated with developing e-SQ measurement such as the lack of a rigorous validation process, the problematic sample size and composition, the focus on functional aspects, and the use of a data-driven approach. This is the first study to undertake an extensive literature review of research on the development of e-SQ scales. The findings should be valuable to academics and practitioners alike.     

Entrepreneurial Orientation,Managerial Networking,and New Venture Performance in China

Based on institutional theory, this study investigates the moderating effects of different types of managerial networking (political networking, financial networking, and business networking) on the relationship between entrepreneurial orientation (EO) and new venture performance in China. The study finds that political networking has a negative moderating effect on the positive relationship between EO and new venture performance, financial networking has an inverse U‐shaped impact, and business networking has a positive effect. The findings not only enrich our understanding of the impact of managerial networking on the performance implication of EO in new ventures, but also offer new ventures some guidance on how to use EO and different types of managerial networking to enhance performance in China's transition economy.     

Applying Person‐Environment Fit Theory to Identify Personality Differences between Prospective Social and Commercial Entrepreneurs: An Explorative Study

Research has started to investigate personality traits of social entrepreneurs because such traits in commercial entrepreneurs have been found to affect new venture creation/success. In this exploratory study, we apply the person‐environment fit theory and analyze specific social entrepreneurial personality dimensions (i.e., altruism, empathic concern, personal distress, compassion), and classical entrepreneurial personality dimensions (i.e., need for achievement (nAch), entrepreneurial self‐efficacy (ESE), general self‐efficacy, risk‐taking propensity) to identify differences between prospective social and commercial entrepreneurs. Using a sample of 85 prospective entrepreneurs, results show that prospective social entrepreneurs differ from prospective commercial entrepreneurs in the personality dimensions of personal distress, nAch, ESE, and risk‐taking propensity.     

Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?

This paper develops a research model to examine the effect of e-service quality dimensions on customer-perceived value and customer loyalty. Based on a survey of 235 online customers, we identify five key e-service quality dimensions: care, reliability, products portfolio, ease of use, and security. Our empirical results show that all the five dimensions have significant and positive impacts on customer-perceived value which, in turn, increases customer loyalty. We further examine the mediating role of customer-perceived value in the relationship between each e-service quality and customer loyalty. The results suggest that customer-perceived value plays a partially mediating role in the effect of ease of use, care, product portfolio, and reliability on customer loyalty, and a fully mediating role in the relationship between security and customer loyalty. Managers may be in a position to benefit by employing the model presented in this study in an effort to improve service performance and, hence, retain customers.     

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.     

A perceived reliability-based customer satisfaction model in self-service technology

Technical reliability of self-service technologies (SSTs) has been found to be a strong determinant of satisfaction with tech-enabled services. Yet, the interpretation of the factors affecting reliability and its subsequent influences on customer satisfaction (CS) with SSTs is inadequate. The purpose of this investigation has, therefore, been to demarcate a model to fulfill the gap with an empirical examination, and accordingly a model was developed and tested by applying a global structural equation model. The model results of banking SST users specify how the reliability of SSTs is perceived by the users. The findings have reported that the best predictor of perceived reliability (PRe) is perceived security followed by perceived control. Surprisingly, no significant impact of perceived ease of use was found on PRe. The research also attempted to shed light on the influence of PRe on perceived risk, technology trust, and CS in the light of technology-enabled self-service.     

E-commerce developments and strategies for value creation: The case of Russia

This inductive interview-based study aims to develop a model which describes the kinds of e-commerce business models that create value in Russia. We suggest that prior e-commerce research has not paid enough attention to the environment's role in determining how value is created by different e-commerce business models and thus explore how key factors in the environment impact the development and effectiveness of e-commerce. The study also identifies eight key drivers of e-commerce value creation in Russia (accessibility, ease of search, ease of use, trust, complementarities, novelty, lock-in, and efficiency). The interaction between these value drivers and characteristics of the external environment affect how value is created by e-commerce business models in Russia.     

Entrepreneurial ecosystems in Bulgaria and Romania: A comparative analysis

This comparative analysis examines the neighboring entrepreneurial ecosystems in Bulgaria and Romania. In transitioning from past planned economies, these countries maintain similar approaches to entrepreneurship, yet they also exhibit distinct differences. Secondary data analysis revealed that both countries maintain a highly educated workforce with high start‐up skills and similar levels of global competitiveness in growing economies, while still facing low‐risk acceptance and low opportunity perception. On the other hand, Bulgaria excels in networking, building joint venture deals, attracting investment, maintaining a stronger focus on R&D, and the ability to nurture collaboration between industries and universities, while Romania displays stronger political stability, greater ease in starting a business, a more advanced infrastructure, and easier access to credit. As these countries capture the strengths of their respective economies, both Bulgaria and Romania may one day represent powerful hubs of innovation. Organizational leaders may use this study as a comparative springboard to learn new, yet workable policies that may support entrepreneurship within their respective ecosystems.     

International springboard as an entrepreneurial act

International springboard is an entrepreneurial act that requires international entrepreneurial orientation (IEO). An important aspect of international springboard is the establishment of a deeply localized flagship foreign subsidiary to help pursue diverse international strategic goals. We model parent-level IEO as a mediator in the relationships between diversity of international strategic goals and flagship subsidiary localization strategies (customer responsiveness, market scope, and local cooperativeness). The results from a sample of 208 Chinese MNEs demonstrate that the three dimensions of IEO (innovativeness, proactiveness, and risk taking) play an important but differentiated mediation role. The study illustrates the connection between parent-level entrepreneurial behavior and subsidiary-level strategic actions through which MNEs capture cross-national entrepreneurial opportunities.     

Firm Growth in Family Businesses—The Role of Entrepreneurial Orientation and the Entrepreneurial Activity

Previous studies show that growth is an important goal for businesses, but little is known of how the entrepreneurial orientation–performance relationship works in family businesses and how this differs from their nonfamily peers. We examine that and how entrepreneurial activity mediates the relationship in family and nonfamily businesses. Our results on 532 firms show that family businesses benefit from innovative orientation, which is both directly and indirectly associated with firm growth via entrepreneurial activity. This association does not exist in nonfamily businesses. Furthermore, risk taking does not influence family business growth even if it does in nonfamily businesses.     

Achieving Growth and Responsiveness: Process Management and Market Orientation in Small Firms*

Achieving a consistent market orientation is a challenge for entrepreneurial manufacturers. This research seeks improved understanding of how internal process management assists and hinders small growing manufacturers in achieving the responsiveness component of a market orientation. Under process management, firms implement internal systems, procedures, and performance measures to improve performance and responsiveness to changing markets. Benefits include improved market sensing, two‐way communication, and coordinated responses to market demands. Despite the potential benefits, researchers question whether the internal structure and control of process management will improve responsiveness in entrepreneurial firms. Process management may conflict with the organizational cultures, agility, and responsiveness of entrepreneurial companies. Research results identify how process management assists and hinders the responsiveness component of market orientation in small manufacturers. Management implications and strategies for coping with growth challenges are presented.     

Perceptions about managerial advancement in the people's republic of China

Cultural differences are evident in the managerial advancement strategies of People's Republic of China managers. Using the findings of prior research for comparison, PRC managers were found to be similar to Hong Kong mangers in not valuing highly the strategies preferred by US managers that emphasize individual achievement. Yet PRC managers differ from the Hong Kong managers in terms of the extent to which information control/networking strategies meet ethical approval. The findings here support the implications of prior studies: awareness of cultural differences is necessary in order to understand managerial behavior and achieve success in international business transactions. © 1995 John Wiley & Sons, Inc.     

Entrepreneurial characteristics in Switzerland and the UK: A comparative study of techno-entrepreneurs

The entrepreneur is the central actor in generating entrepreneurial activity. Thus, it is important to understand the motivational characteristics and variables associated with entrepreneurial behavior spurring people to become entrepreneurs. For this study, a comparative analysis of high-tech entrepreneurs in Switzerland and the UK was undertaken to determine the extent to which they differ in terms of entrepreneurial characteristics. A total of 253 useful questionnaires from entrepreneurs in both countries enabled us to distinguish differences between these two groups. Findings reveal that some entrepreneurial characteristics such as autonomy, propensity for risk, and locus of control are higher among UK techno-entrepreneurs while other characteristics such as achievement need, tolerance for ambiguity, innovativeness, and confidence are higher among Swiss techno-entrepreneurs.     

International entrepreneurial culture—Toward a comprehensive opportunity-based operationalization of international entrepreneurship

Despite the abundance of international entrepreneurship studies, there is a need to develop valid measures of the international entrepreneurship construct. Based on prior conceptual studies, we contribute to the literature by advancing a scale of the international entrepreneurial culture (IEC) that considers opportunity-based behavior; and, aims to capture the overarching context of international entrepreneurship. We followed established scale development practices and conducted a research on UK and US medium-sized firms. Our proposed six-dimensional operationalization of IEC, which sufficiently matches the initial conceptualization, consists of international entrepreneurial orientation; international market orientation; international motivation; international learning orientation; international networking orientation with competitors; and, international networking orientation with non-competitors. The main implication from this study is that international entrepreneurship scholars can use in future research these six dimensions of the encompassing IEC context rather than a confined international entrepreneurship construct.     

Networking and growth of young technology-intensive ventures in China

More often than not, new ventures lack established products, known technologies, longstanding customer relations, experienced managerial teams, sufficient capital, and strong reputations. Almost by definition, small, new firms lack the resources of many larger, established firms. The task of an infant firm, and a measure of its success, is to make a transition from being resource weak to being resource strong.How can resources that are critical for profitable growth be acquired for the resource weak new venture? Researchers have found that entrepreneurs can gain access to valuable resources and they can seek to achieve competitive advantage through “networking activities.” Forming and utilizing available relationships with external organizations can allow entrepreneurs to build credibility, gain advice, financing, and customer access, build a positive image and obtain resources at below-market prices, and obtain channel access, information, and innovations. Business relationships with other organizations allow an entrepreneur to achieve desired business results through “asset parsimony.”A favorable view toward networking for new ventures leaves a number of unanswered questions, however. Relevant research questions might include, who should the entrepreneur seek as a business partner? Are all inter-organizational relationships equal, or are some types more valuable to new ventures than other relationships? Do firms relying on high levels of networking activities actually outperform firms that less actively seek resources through external organizational relationships?The present study provides a specific understanding of the concept of networking for entrepreneurs. We propose that networking can be understood in terms of “range,” the number of external relationships to obtain resources, and of “intensity,” the frequency of contact of and amount of resource obtained from these relationships. This research project evaluates the range and intensity of networking among high-growth and low-growth entrepreneurial ventures.Extensive interviewing with managers of six young technology-oriented firms in the People's Republic of China (PRC) affirmed the importance of entrepreneurial networking. Managers in the three high-growth firms reported greater range and intensity of business networking than did managers of three low-growth firms, matched by industry and age. Moreover, the relationship between networking activities and growth transcended the stage of firm development.Where networking range and intensity are deemed important in the growth process, new venture success may call for entrepreneurs to reach out deliberately to external organizations to capture needed resources. To a certain extent, such networking activities run counter to important entrepreneurial motivations of independence and autonomy. The concept of networking, and the results of this study, imply that entrepreneurs need to combine the spirit of independence with the reality of resource dependence, and they need to balance personal autonomy with strategic business relationships.This study also contributes to the understanding of entrepreneurship in our increasingly global economy, particularly in the PRC. Business relationships between the United States and the PRC have been expanding rapidly in the last decade. Many foreign businesses seek license agreements, joint venture partners, equity participation, or channel relationships with young ventures in that country. Do the same rules of networking apply in the PRC as the literature suggests apply in the United States? New ventures in this study were found to engage in processes of networking activities consistent with those in the West. Although networking activities may have different cultural roots, firm success appeared influenced by the same principles of networking.     

网络交易成本对消费者网购意愿的影响

互联网技术的不断发展进步使得越来越多的消费者选择通过电子商务网站购买服装产品,消费者对网购有用性、网购易用性、网购风险规避和服务质量等提出了更高的要求。本文以技术接受模型为理论模型,加入网络交易成本作为调节变量,对原模型加以改进,验证了网络交易成本在变量感知网上购买服装产品有用性、感知网上购买服装产品易用性、感知网上购买服装产品存在风险、感知网上购买服装产品的服务质量与消费者网上购买服装产品意愿的关系中具有显著的正向调节作用。     

Characteristics and influences of multinational subsidiary entrepreneurial culture: The case of the advertising sector

This paper undertakes an exploratory study into the characteristics of entrepreneurial culture of the multinational subsidiary; and, into the associated influences and manifestations linked to multinational corporation (MNC) and environmental contexts. The theme of multinational subsidiary entrepreneurial culture is an unexplored theme in the literature, and has considerable research and managerial significance. This qualitative research is based on eight multinational subsidiaries in the advertising sector in the UK. The evidence suggests that the constituents of multinational subsidiary entrepreneurial culture include global vision, entrepreneurial orientation and entrepreneurial MNC network management. The related influences and manifestations refer to subsidiary autonomy, target market servicing and responsiveness to local environmental conditions. In addition, the findings show that while entrepreneurial behaviour was evident in all investigated subsidiaries, its locus varied significantly. Specifically, entrepreneurship in multinational subsidiaries can be subsidiary-, headquarters-, or jointly-driven.