[1]李 敏,叶紫微,李玲艳.服装品牌电商客服工作满意度对服务质量的影响[J].服装学报,2019,4(02):178-183.
　LI Min,YE Ziwei,LI Linyan.Effect of E-Commerce Customer Service Job Satisfaction on Service Quality of Clothing Brand[J].Journal of Clothing Research,2019,4(02):178-183.
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服装品牌电商客服工作满意度对服务质量的影响()
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《服装学报》[ISSN:2096-1928/CN:32-1864/TS]

卷:
第4卷
期数:
2019年02期
页码:
178-183
栏目:
服装品牌营销
出版日期:
2019-04-28

文章信息/Info

Title:
Effect of E-Commerce Customer Service Job Satisfaction on Service Quality of Clothing Brand
作者:
李 敏1; 2; 3;  叶紫微1;  李玲艳1
1.东华大学 服装与艺术设计学院,上海 200051; 2.东华大学 现代服装设计与技术教育部重点实验室,上海 200051; 3. 同济大学 上海国际设计创新研究院,上海 200092
Author(s):
LI Min1; 2; 3;  YE Ziwei1;  LI Linyan1
1. Fashion and Design Institute,Donghua University,Shanghai 200051,China; 2. Key Laboratory of Clothing Design and Technology, Ministry of Education, Donghua University, Shanghai 200051, China; 3. Shanghai International Institure of Design and Innovation, Tongji University, Shanghai 200092, China
分类号:
TS 941
文献标志码:
A
摘要:
在网络销售过程中,电商客服承担着顾客与品牌之间沟通的重要角色,是消费者决定购物体验的衡量指标之一。然而,电商行业增长过快导致企业呈现出招聘难度大、人才流失率高、管理难等问题。以服装品牌电商客服为研究对象,探索员工工作满意度、员工忠诚度、顾客感知服务质量3者的关系。通过文献研究、消费者访谈、调查问卷等形式完成数据采集,并采用SPSS 21.0 和 AMOS 17.0 对数据进行处理和假设,最终以结构方程模型对3者关系加以验证并完善模型。
Abstract:
In the process of online sales, e-commerce customer service acts as a communication role between customers and brands, which is one of the important measures for consumers to determine the shopping experience. However, the rapid growth of e-commerce industry has led to difficult recruitment, increased brain drain rate and difficult manangement etc. The relationship among employee job satisfaction, employee loyalty and customer perceived service quality is explored with the research object of clothing brand e-commerce customer service. Through literature research, combined with consumer interviews, a questionnaire was established, and the data were processed and hypothesized verified by SPSS 21.0 and AMOS 17.0, and the relationship among the three dimension were verified and consummated by using structural equation model.

参考文献/References:

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(责任编辑:张 雪,邢宝妹)

更新日期/Last Update: 2019-04-26