전자상거래 고객응대의 특성에 관한 연구 - 즉각성과 적시성을 중심으로

• 영문명: A Study on the Attributes of Customer Response on Electronic Commerce : Immediacy and Timeliness
• 발행기관: 한국전자상거래학회
• 저자명: 서순모(Seo Soon-Mo) 이종호(Lee Jong-Ho)
• 간행물 정보: 『전자상거래학회지』제6권 1호, 3~22쪽, 전체 20쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2005.03.01

영문 초록

  In traditional commerce, positive customer reaction occurs actively; however, in electronic commerce(B2C), customer reaction stays in its low stage. Most of the electronic commerce models use e-mail or bulletin boards so practically, it is hard that customer response or information service can be immediate and timely. Therefore, this research has started with its goal to improve the current environment of customer satisfaction and brought out some meaningful results.
  This research is based on the former research theory that in traditional commerce, customer satisfaction results in positive customer response. Also, other theories such as communication productiveness and information traits were referred to. With basic theories above, this research describe ways to bring out customer satisfaction in electronic commerce environment and applicable “Immediate Customer Response and Information Service(Immediacy)" and “Timely Customer Response and Information Service(Timeliness)” of Customer Reaction Encouragement Model.

목차

개요
I. 서론
Ⅱ. 연구의 이론적 배경
Ⅲ. 고객응대의 특성
IV. 실증분석
V. 결론
참고문헌
ABSTRACT

키워드

Electronic Commerce Immediacy Timeliness Customer Response Customer Reaction Internet Shopping Mall