政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/65972

English | 正體中文 | 简体中文 | Post-Print筆數 : 27 | 全文笔数/总笔数 : 113648/144635 (79%)
造访人次 : 51578169 在线人数 : 828

RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.

政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 > Item 140.119/65972

请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/65972

题名:	Effect of Personalization on the Perceived Usefulness of Online Customer Services: A Dual-Core Theory
作者:	梁定澎 Liang, Ting-Peng;Chen, Hsin-Yi;Turban, Efraim
贡献者:	資管系
关键词:	Customer Services;Service Science;Personalization;Transaction Cost;Perceived Customer Care;Perceived Usefulness of Services
日期:	2012.12
上传时间:	2014-05-12 16:42:28 (UTC+8)
摘要:	E-tailers provide a variety of customer service, many of which are personalized in an attempt to improve customer satisfaction. Several studies indicate that customers perceive these services to be useful, but it is inconclusive whether this effect is created by economic or emotional factors. This paper proposes a dual core theory that takes into account both economic factors (measured by perceived reduction in transaction costs) and emotional factors (referred to as the perceived care) in their effect on the perceived usefulness of providing personalized customer services. A survey revealed that different customer services have different perceived usefulness. The study also found that both economic and emotional factors come into play; the perceived care has a stronger effect than transaction cost reduction on the perceived usefulness of e-services. This implies that the effect of personalized services is due to both economic and emotional factors, (called dual-core), and that e-tailers may use personalized customer services strategically to increase customer care, rather than just focusing on providing economic benefits.
關聯:	Journal of Electronic Commerce Research, 13(4), 275-288
数据类型:	article
显示于类别:	[資訊管理學系] 期刊論文

文件中的档案:

档案	描述	大小	格式	浏览次数
275288.pdf		428Kb	Adobe PDF2	1459	检视/开启

在政大典藏中所有的数据项都受到原著作权保护.

社群 sharing

著作權政策宣告 Copyright Announcement

1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.

数据加载中.....