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构建网络环境下信息对顾客的作用机理模型,分析信息的构成及各类信息对顾客价值感知的影响,包括对期望价值、感知价值、体验价值、决策价值、反馈价值和净价值的影响。研究表明:完整真实的产品实意质量信息和象征质量信息,丰富的信用信息和服务信息,全面的支付信息、物流信息和多渠道的信息反馈平台,有助于提升顾客价值感知。
Constructs the mechanism model of the information to the customer in the network environment, analyzes the composition of the information and the influence of all kinds of information on the customer value perception, including the impact on the expectation value, the perceived value, the experiential value, the decision value, the feedback value and the net value. The research shows that the complete and realistic product quality information and symbolic quality information, rich credit information and service information, comprehensive payment information, logistics information and multi-channel information feedback platform help to enhance customer value perception.