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The Conference on Web Based Business Management (WBM 2010 E-BOOK)

Chengdu,China,9.20-9.22,2010

ISBN: 978-1-935068-18-1 Scientific Research Publishing, USA

E-Book 1342pp Pub. Date: October 2010

Category: Engineering

Price: $80

Title: Study on Enhancing E-satisfaction through Web Functionalities across the Customer Service Life Cycle in E-commerce Environment
Source: The Conference on Web Based Business Management (WBM 2010 E-BOOK) (pp 716-720)
Author(s): Jing Pan, School of Management, Hunan University, Changsha, China,410082
Ming Yi, School of Economy & Trade, Hunan University, Changsha, China,410079
Abstract: This paper examines how combinations of Web functionalities impact the relative importance of the stages of the Customer Service Life Cycle (CSLC) in determining customer satisfaction. Results of regressions indicate that customers consider Web functionality support for the pre-purchase stages of the CSLC to be most important, with the requirements stage or acquisition stage consistently being first in importance. By considering the products sold online, organizations can invest their resources to build Web functionalities that incorporate values, culture, and processes to increase customer satisfaction with the Web site and influence firm performance.
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