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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/99197


    Title: A System Dynamics Approach to E-Service Recovery and E-Trust
    Other Titles: 電子化服務品質補救與電子信任之系統動態模式
    Authors: 張瑋倫;Wei-Lun Chang;張慧琪;Hui-Chi Chang;張德民;Te-Min Chang
    Contributors: 淡江大學企業管理學系
    Keywords: 系統動力學;電子服務失敗;電子服務補救;電子信任;System Dynamics;E-Service Failure;E-Service Recovery;E-Trust
    Date: 2013-04
    Issue Date: 2014-10-18 10:33:25 (UTC+8)
    Publisher: 臺北市:中華民國資訊管理學會
    Abstract: Researchers have highlighted the mediating role of trust in electronic
    circumstances. However, relatively few studies examine the links between e-trust and
    e-service recovery. This study explores e-service recovery in terms of e-trust. We utilize
    a system dynamics approach to building an e-recovery framework and subsequently
    conducting simulations to evaluate the recovery performance. The results of this study
    reveal that trust is indispensable to a successful recovery, which can boost long term
    firm profitability. Further sensitivity analysis is conducted regarding prior perceived
    quality, failure severity and customer participation. Results show that customers’
    perceived service quality have positive effects on their prior e-trust. Also, customers
    with low perceived quality will generate more profit for firms after service recovery.
    Interestingly, customers who have experienced high failure severity but ultimately have
    their problems solved will generate more profit for the firm. With respect to customer
    participation, the more customers contribute in recovery process, the higher post e-trust
    they will create. This study helps explain how e-trust plays a pivotal role in dynamic
    e-service recovery environments.
    雖然過去的文獻指出信任在電子商務中扮演的調節角色,但是並沒有太多的文獻討論電子信任與電子服務補救的關聯。因此,本研究就此關聯作進一步的探討,引用系統動力學方法建立電子服務補救的架構,並使用模擬評估電子服務補救的績效。研究發現電子信任對於成功的服務補救是不可或缺的,且可以大幅提升企業長期獲利。本研究續對事前認知服務品質、服務失敗嚴重性與顧客參與度作進一步的分析,結果顯示顧客事前認知服務品質對事前電子信任有正向的影響;並且事前認知服務品質低的顧客在電子服務補救後會對企業產生更多的獲利。另一方面,經歷高服務失敗嚴重性的顧客在問題被解決後也會對企業貢獻更多的獲利。而對於顧客參與度,研究顯示顧客參與更深入的服務補救過程,將會產生更高的事後電子信任。本研究結果可以幫助解釋電子信任在動態電子服務補救環境中的重要角色。
    Relation: 資訊管理學報=Journal of Information Management 20(2),頁 193-218
    Appears in Collections:[企業管理學系暨研究所] 期刊論文

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