基于扎根理论的网购服务补救悖论成立机制研究
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摘要
目前关于服务补救悖论成立的研究结论尚存在分歧,且大都集中在线下服务,而基于网购这一新兴主要购物方式下的补救悖论成立研究鲜有涉及。因此本文运用扎根理论研究方法,构建了网购服务补救悖论成立机制模型。
The research conclusions about the establishment of service recovery paradox still exists divergence. Besides, it all concentrates on offline service. However, the establishment research of service recovery paradox based on the online shopping, the new shopping mode, is rarely concerned. Therefore, the article applies the grounded theory methodology and establishes the establishment mechanism mode of online shopping service recovery paradox.
The research conclusions about the establishment of service recovery paradox still exists divergence. Besides, it all concentrates on offline service. However, the establishment research of service recovery paradox based on the online shopping, the new shopping mode, is rarely concerned. Therefore, the article applies the grounded theory methodology and establishes the establishment mechanism mode of online shopping service recovery paradox.
引文
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[2]McCollough M.A.,Bharadwaj S.G.The recovery paradox:an examination of consumer satisfaction in relation to disconfirmation,service quality,and attribution-based theories[J]. Marketing Theory and Application, 1992, 65(4):102-107.
[3]刘学,甄峰,张敏,等.网上购物对个人出行与城市零售空间影响的研究进展及启示[J].地理科学进展,2015,34(1):48-54.
[4]李东进,吴波,李研.远程购物环境下退货对购后后悔影响研究[J].南开管理评论,2013,16(5):77-89.
[5]中国电子商务研究中心.2016年度中国电子商务用户体验与投诉监测报告[R].2017,3.
[6]张笑峰,尚玉钒,李圭泉,等.中国企业一把手“领袖化”过程:领导权威形成机制的探讨[J].南开管理评论,2015,18(3):4-12.
[7]Glaser B,Strauss A(1967).The Discovery of Grounded Theory:Strategies for Qualitative Research[M].Chicago:Aldine Press, 18-48.
[8]刘家国,刘巍,刘潇琦,等.基于扎根理论方法的中俄跨境电子商务发展研究[J].中国软科学,2015(9):27-40.
[9]Shah S K, Corley K G. Building Better Theory by Bridging the Quantitative–Qualitative Divide[J]. Journal of Management Studies, 2010, 43(8):1821-1835.
[10]Strauss A, Corbin J M. Basics of qualitative research:Grounded theory procedures and techniques.[J]. Modern Language Journal, 1990, 77(2):129.
[11]赵冬梅,纪淑娴.信任和感知风险对消费者网络购买意愿的实证研究[J].数理统计与管理,2010,29(2):305-314.
[12]Moshref javadi M H, Dolatabadi H R, Nourbakhsh M, et al.An Analysis of Factors Affecting on Online Shopping Behavior of Consumers[J]. International Journal of Marketing Studies, 2015, 4(5).
[13]Siu N Y, Zhang T J, Yau C J. The Roles of Justice and Customer Satisfaction in Customer Retention:A Lesson from Service Recovery[J]. Journal of Business Ethics, 2013,114(4):1-12.
[14]王效俐,张默.制造业供应链中物流服务系统合作服务补救决策模型[J].软科学,2013,27(3):129-133.
[2]McCollough M.A.,Bharadwaj S.G.The recovery paradox:an examination of consumer satisfaction in relation to disconfirmation,service quality,and attribution-based theories[J]. Marketing Theory and Application, 1992, 65(4):102-107.
[3]刘学,甄峰,张敏,等.网上购物对个人出行与城市零售空间影响的研究进展及启示[J].地理科学进展,2015,34(1):48-54.
[4]李东进,吴波,李研.远程购物环境下退货对购后后悔影响研究[J].南开管理评论,2013,16(5):77-89.
[5]中国电子商务研究中心.2016年度中国电子商务用户体验与投诉监测报告[R].2017,3.
[6]张笑峰,尚玉钒,李圭泉,等.中国企业一把手“领袖化”过程:领导权威形成机制的探讨[J].南开管理评论,2015,18(3):4-12.
[7]Glaser B,Strauss A(1967).The Discovery of Grounded Theory:Strategies for Qualitative Research[M].Chicago:Aldine Press, 18-48.
[8]刘家国,刘巍,刘潇琦,等.基于扎根理论方法的中俄跨境电子商务发展研究[J].中国软科学,2015(9):27-40.
[9]Shah S K, Corley K G. Building Better Theory by Bridging the Quantitative–Qualitative Divide[J]. Journal of Management Studies, 2010, 43(8):1821-1835.
[10]Strauss A, Corbin J M. Basics of qualitative research:Grounded theory procedures and techniques.[J]. Modern Language Journal, 1990, 77(2):129.
[11]赵冬梅,纪淑娴.信任和感知风险对消费者网络购买意愿的实证研究[J].数理统计与管理,2010,29(2):305-314.
[12]Moshref javadi M H, Dolatabadi H R, Nourbakhsh M, et al.An Analysis of Factors Affecting on Online Shopping Behavior of Consumers[J]. International Journal of Marketing Studies, 2015, 4(5).
[13]Siu N Y, Zhang T J, Yau C J. The Roles of Justice and Customer Satisfaction in Customer Retention:A Lesson from Service Recovery[J]. Journal of Business Ethics, 2013,114(4):1-12.
[14]王效俐,张默.制造业供应链中物流服务系统合作服务补救决策模型[J].软科学,2013,27(3):129-133.