蝦皮購物服務疏失與服務補救措施對消費者之影響

南華大學機構典藏系統 > 管理學院 > 文化創意事業管理學系 > 博碩士論文 > Item 987654321/26431

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题名:	蝦皮購物服務疏失與服務補救措施對消費者之影響
其它题名:	The Effects of Service Failure and Service Recovery of Shopee
作者:	張惠琪 ZHANG, HUI-CHI
貢獻者:	文化創意事業管理學系黃昱凱 HUANG, YU-KAI
关键词:	蝦皮購物;服務疏失;服務補救;科技接受模式 Shopee;Service Failure;Service Recovery;Technology Acceptance Model
日期:	2018
上传时间:	2018-12-18 15:04:58 (UTC+8)
摘要:	隨著網際網路的發展，改變了消費者的購物行為，我們可藉由網路平台享受消費方式的便利。目前臺灣的拍賣購物平台，都有提供線上購物便利超商取貨的金物流服務。　　根據文獻探討與個案分析，藉由問卷收集資料分析不同失誤類型，探討蝦皮購物疏失與服務補救措施對消費者之影響，透過科技接受模型理論，把購物過程分成四大構面分析。實驗結果顯示，消費者使用使用頻率不一定，通常為購買服飾，最常選擇7-11為取貨的超商，並且認為超商取貨失誤以未能於承諾的時間內送達居多。當在疏失情境下，不管男生或女生，對於補救措施感受沒有明顯不同，不過能發現此類型的補救，是無法消除消費者不滿。　　本研究的研究結果有助於蝦皮購物經營者了解失誤的類型及消費者面對失誤發生後，對失誤嚴重程度的看法。　　Along with the development of the Internet, consumers' shopping behavior has changed. We can enjoy the convenience of consumption through the Internet. At the current time. Provide the cash and delivery services of online shopping.　　According to literature review and case. Different types of errors were analyzed through questionnaires and data collection. Explore the effects of service failure and service recovery of Shopping. The experimental results show that the frequency of consumer use is not necessarily. Constantly choose 7-11 supermarket to pick up. But, the most common is that logistics is not delivered within the promised time. When in the context of negligence, whether it is boys or girls, the recovery of services is not significantly different. However, you can find that this type of remedy cannot eliminate consumer dissatisfaction. 　　Research results of this study are beneficial for operators of Shopping in understanding the types of failures as well as how consumers view the seriousness of failures after they occur.
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