在線零售ppt課件-在線瀏覽
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【正文】 三、 在線零售的顧客 ?個(gè)人顧客和組織顧客行為模式比較 ?網(wǎng)上顧客的類型 ?個(gè)人上網(wǎng)的心理動(dòng)機(jī) TIAN 15 個(gè)人顧客行為模式 Vendors’ controlled System Logistics 后勤 Support Payments, Delivery Technical 技術(shù) Support Web design, Intelligent agents Customer service服務(wù) FAQ, , Call centers, Onetoone Decision Making Process決策過(guò)程 Stimuli誘因 Marketing Price Promotion Product Quality Others Economical Technology Political Cultural Buyers’ Decisions顧客決策 Buy or not What to buy Where (vendor) When How much to spend Repeat purchases Individual Characteristics個(gè)人特征 Age, gender性別 , ethnicity, education, lift style, psychological, knowledge, values, personality Environment Characteristics環(huán)境特征 Social, family, munities社會(huì)，家庭，團(tuán)體 TIAN 16 消費(fèi)者的購(gòu)買過(guò)程 ?購(gòu)前準(zhǔn)備：考慮、比較、協(xié)商 ?購(gòu)買完成 ?購(gòu)后交互 誘發(fā)需求 環(huán)境影響 收集信息 比較選擇 購(gòu)買決策 購(gòu)后評(píng)價(jià) TIAN 17 組織顧客行為模式 Vendors’ Controlled Systems Logistic support 后勤支持 Payments, delivery Technical support 技術(shù)支持 Web design, Intelligent agents Customer service顧客服務(wù) FAQ,Email, Call Centers, Onetoone Decision Making Process (Group or Individual)群體或個(gè)人決策過(guò)程 Stimuli誘因 Marketing Price Promotion Product Quality Others Economical Technology Political Cultural Interpersonal Influences相互影響 Authority。 persuasiveness Individual Influences個(gè)人影響 Age。 ethnicity。 psychological。 values。 anization structure。 systems used。 What to buy。 When。 ?形式： ? 文字廣告：全頁(yè)面
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