博碩士論文 984303014 完整後設資料紀錄

DC 欄位 語言
DC.contributor資訊管理學系在職專班zh_TW
DC.creator吳聲清zh_TW
DC.creatorSheng-Ching Wuen_US
dc.date.accessioned2011-6-15T07:39:07Z
dc.date.available2011-6-15T07:39:07Z
dc.date.issued2011
dc.identifier.urihttp://ir.lib.ncu.edu.tw:88/thesis/view_etd.asp?URN=984303014
dc.contributor.department資訊管理學系在職專班zh_TW
DC.description國立中央大學zh_TW
DC.descriptionNational Central Universityen_US
dc.description.abstract拜電子商務盛行所賜,網路購物商家得以與消費者隔空交易,網路購物平台透過網際網路提供客戶流、資訊流與金流,經物流宅配業者服務網絡處理物流與金流,迅速完成遠距交易行為。由於交易來往的頻繁,其中不免發生服務失誤(Service failure),客訴事件也相對頻傳不斷,如何有效處理伴隨而來的客訴之重要性,是值得探討的議題。 zh_TW
dc.description.abstractWith the popularity of electronic commerce (EC), more and more customers purchase on EC channels. However, service failure is more likely to happen in EC than in traditional commerce channels where customers have the opportunity to check and ask face to face in the process of transaction. In additions, customers have more network platforms to share their word of mouth in Internet if their complaints are not dealt properly. Proper police to handle customers’ complaint is more important for EC businesses. en_US
DC.subject網路購物zh_TW
DC.subject電子商店zh_TW
DC.subject通路之衝突zh_TW
DC.subject服務疏失zh_TW
DC.subject顧客的抱怨zh_TW
DC.subjectaccess conflictsen_US
DC.subjectonline shoppingen_US
DC.subjectE-shopen_US
DC.subjectConsumer Complaint Behavioren_US
DC.subjecte-Service Failureen_US
DC.title以個案研究法探討電子商務之客訴處理策略與執行zh_TW
dc.language.isozh-TWzh-TW
DC.titleA case study on business police for customer complaints in electronic commerceen_US
DC.type博碩士論文zh_TW
DC.typethesisen_US
DC.publisherNational Central Universityen_US

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