摘要
以人因工程的思想为主导,在B2C电子商务服务流程分析的基础上,将人因工程学应用于B2C电子商务服务总流程,得出B2C电子商务服务各子流程的质量设计目标,通过控制服务流程来控制服务质量。研究结果表明:根据各质量特性的等级,B2C企业可根据自身情况优先完善等级为1和2的质量特性,逐步完善各运营环节,提升服务质量。以期为B2C电子商务企业有效改善自身的服务质量,进而为客户提供高效的、安全的、舒适的服务。
Based on the analysis of B2C e-commerce service process,this paper applies human factor engineering to the general process of B2 C e-commerce service,obtains the quality design goal of each sub-process of B2C e-commerce service,and controls the service quality by controlling the service flow.The results show that according to the grade of each quality characteristic,B2C enterprises can give priority to perfecting the quality characteristics of grade 1 and 2 according to their own conditions,and gradually perfect each operation link and improve the quality of service.The research aims to improve the service quality of B2 C e-commerce enterprises effectively,and then provide efficient,safe and comfortable service for customers.
作者
陈稼瑜
赖俊明
Chen Jiayu;Lai Junming(Jiyang College of Zhejiang A&F University,Zhuji 311800,China)
出处
《科技管理研究》
CSSCI
北大核心
2019年第23期219-226,共8页
Science and Technology Management Research
基金
浙江省统一战线智库项目“新时代推动民营企业健康发展”(MQ2019007)
关键词
电子商务
服务质量
质量管理
服务整合
electronic commerce
service quality
quality assurance
service integration
