e微笑服务对在线客服系统用户持续使用意愿的影响

发布时间：2018-03-11 17:19

本文选题：e微笑服务　切入点：服务接触理论　出处：《企业经济》2017年10期 　论文类型：期刊论文

【摘要】：随着互联网的发展,在线客服系统成为展示企业形象、加强用户与企业互动的重要工具。在线客服系统的广泛应用使得微笑服务的表现形式和服务载体均发生转变。本文基于服务接触理论,构建了用户持续使用意愿模型,并对338位京东在线客服系统用户进行问卷调查,探讨e微笑服务与用户持续使用在线客服系统意愿的关系。实证研究结果表明,e微笑服务通过服务人员和服务系统两条路径对用户持续使用意愿产生积极影响。本研究结论有助于改善企业在线客户服务水平,并据此提出了提升服务人员沟通技能、优化在线客服系统设计、加强在线客户服务管理的建议。
[Abstract]:With the development of the Internet, the online customer service system has become a corporate image. The extensive application of online customer service system changes the expression form and service carrier of smile service. Based on the theory of service contact, this paper constructs the model of user's willingness to use continuously. A questionnaire survey was conducted among 338 users of JingDong's online customer service system. This paper discusses the relationship between e-smile service and users' willingness to keep using online customer service system. The empirical results show that e-smile service has a positive effect on users' willingness to use continuously through two paths: service personnel and service system. The conclusion of this study is helpful to improve the level of online customer service. Based on this, the paper puts forward some suggestions on how to improve the communication skills of service personnel, optimize the design of online customer service system and strengthen the management of online customer service.
【作者单位】：三峡大学经济与管理学院;
【基金】：国家自然科学基金项目“考虑文本情感的实时在线客户服务质量驱动因素研究”(项目编号:71471102)
【分类号】：F274;F724.6

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