| 引用本文: | 胡召燕, 朱小栋, 吴靓.跨境电子商务服务补救研究--以京东全球购为例(J/M/D/N,J:杂志，M：书，D：论文，N：报纸).期刊名称,2019，36（6）：81-87 |
| CHEN X. Adap tive slidingmode contr ol for discrete2ti me multi2inputmulti2 out put systems[ J ]. Aut omatica, 2006, 42(6): 4272-435 |
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| 摘要: |
| 针对正处于高速发展的我国跨境电子商务，多数研究关注于行业政策、法律风险、监管方式和经营模式等方面，却鲜有从顾客角度进行研究，关注于服务失误和服务补救的研究;通过提出JDSR模型，结合结构方程模型法和问卷调查的研究方法，从用户角度探索当服务失误发生时，京东全球购平台应采取何种措施进行补救以能够提升用户的二次满意度和忠诚度;研究结果表明:服务失误严重度对二次满意、感知平台形象和忠诚度具有显著负向影响，而响应性、道歉、解释和补偿则能调节负向影响,最后，依据研究结果，为京东全球购平台提出建设性管理建议。 |
| 关键词: 服务失误 服务补救 跨境电商 京东全球购 |
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| Research on Service Recovery of Cross-border E-commerce: Take JD Worldwide as an Example |
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HU Zhao-yan, ZHU Xiao-dong, WU Liang
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| Abstract: |
| In view of rapid development of China’s cross-border e-commerce, majority researches focus on its industrial policy, legal risk, monitoring method, business model and so on, few researches discuss it from the perspective of customers, service failure and service recovery. By proposing JDSR model, by combining structure equation model and questionnaire survey method, from users angle, this paper explores what kind of recovery measure JD Worldwide can take to boost the second satisfaction and loyalty of the customers when the service fails. The research results show that service failure extent has significantly negative impact on the second satisfaction, perceived platform image and loyalty of the customers, however, the response, apology and compensation can moderate the negative effect. Finally, according to research results, this paper proposes constructive management suggestions for JD Worldwide. |
| Key words: service failure service recovery cross-border e-commerce JD Worldwide |
