電子商務環(huán)境下的顧客忠誠的研究外文翻譯-電子商務-wenkub.com
2025-01-15 03:16 本頁面
【正文】 enterprises can properly handle customer plaints. Customer plaints because customers dissatisfied with the goods or services, businesses such as a correct view of customer plaints, and a positive attitude in the handling of plaints, will be affected to a great extent on the level of customer satisfaction, thereby affecting customer loyalty. Conversion costs. Conversion costs consumers reselect a new service provider at the cost of traditional business with different work customers simply click of the mouse, can very easily from one enterprise switch to another enterprise. But if emerce enterprises to use special methods to increase customer awareness of the study cost, delay interest from customers, and establish the structural link between the customer or customers to make some positive mitment, then customers will experience performance at the exit barriers out of loyalty to a particular enterprise. Trust security. To get customer loyalty, we must first gain their trust. An online shopping for the anonymous survey, driven by customers shopping in a particular site is not the most important driving force for the low prices and wide choice of goods, but that the trust of a web site. And the emerce business customers primarily from the trust of the enterprise security factors, including product quality and safety, pay process safety, personal privacy confidentiality. When consumers are worried about the security risks enterprises have the mitment and performance, they will be the establishment of a relationship of trust, which enables enterprise customers are willing to share more personal information, enhance the sense of corporate loyalty. Customer personal characteristics: Customer39。 brand consumer satisfaction with the past. Based on this analytical framework, I believe that, under the conditions in the emerce, customer loyalty is a double feature. 1. Cultivate loyal customers even more difficult. Customers transfer cost refers to a consumer brand customers from transfer to another brand by the costs, fees, which mainly include: moary costs, energy costs, psychological costs. In the traditional business model, the consumer is a big cost shift. In the emerce background, customers can prescreen puter mouse. Push the button, and within a few seconds can be tens of thousands of products required by the brand, price, shape, function, features and other information. This low cost of his searching, brand switching costs are also very lowly, they can easily, frequently switch brands. Since online on merchandise types and brands of a lot of information, goods are more easily available alternative. Therefore, customers are likely to switch brands constantly with a view to obtaining more revenue. In addition, the intense petition makes all enterprises are trying to seize the market, for customers. Moreover, even if the customer had in the past as a consumer is satisfied with the brand, but because search costs low, he will try to find a more satisfied with their own brand names. All of these enterprises, fostering customer loyalty also a severe challenge, increase the difficulty of the training, reduced customer loyalty. 2. Customers may enhance a sense of brand loyalty. As mentioned above, customer loyalty and its sense of the perception of the risk of the purchase. Perception of the risk that customers feel purchase of the purchase of a certain product or service of the risk involved. Mainly incl
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