From Customer Satisfaction to Customer Experience: Online Customer Satisfaction Practice in International E-commerce

被引：1

作者：

Liuqu, Yanyang ^{[1
]}

Fan, Xinheng ^{[1
]}

Fu, Paul L. ^{[1
]}

机构：

[1] Alibaba Grp, Int UED, Hangzhou 311121, Zhejiang, Peoples R China

来源：

CROSS-CULTURAL DESIGN: APPLICATIONS IN MOBILE INTERACTION, EDUCATION, HEALTH, TRANSPORT AND CULTURAL HERITAGE, CCD 2015, PT II | 2015年 / 9181卷

关键词：

Customer satisfaction; Loyalty; NPS; Continuous purchase intention; Customer experience; Online shopping;

D O I：

10.1007/978-3-319-20934-0_8

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

By focusing on online international shopping, this study investigates customer satisfaction measured by applying the mainstream research model and satisfaction metrics. Net promoter score, continuous purchase intention, product satisfaction, and the pros and cons of each of the metrics are discussed. The paper advocates understanding customer from a more comprehensive view than mere satisfaction. A new customer experience model is introduced.

引用

页码：80 / 89

页数：10

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