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首页> 外文会议>Americas Conference on Information Systems >The Effectiveness of Customer Service Policies on Intentions in Business-To-Consumer E-Commerce: A Psychological Contract Perspective
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The Effectiveness of Customer Service Policies on Intentions in Business-To-Consumer E-Commerce: A Psychological Contract Perspective

机译：客户服务政策对企业对消费电子商务的意图的有效性：心理合同视角

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摘要

This study examines the influence of customer service policies on consumer purchase intentions in business-to-consumer (B2C) electronic commerce. Prior researchfindings proposed that practitioners could utilize these policies to influence theircustomers' purchase intentions. Based on the psychological contract theory, this studyconducted an experiment to examine whether customer service policies could influenceconsumers' intentions through their perceived psychological contract with the vendors.The experiment found that a customer can form psychological contract beliefs with avendor based on the vendor's customer service policies, and these psychological contractbeliefs may influence purchase intentions through trusting beliefs. These research resultsshould help web vendors realize the importance of customer service policies and improvetheir website design.
机译：本研究探讨了客户服务政策对企业对消费者（B2C）电子商务的消费者购买意图的影响。之前的研究专业提出，从业者可以利用这些政策来影响他们的客户购买意图。根据心理合同理论，研究了一个实验，以检查客户服务政策是否可以通过与供应商的感知心理契约来影响审查的意图。该实验发现，客户可以根据供应商的客户服务政策与Adendor形成心理合同信念，这些心理收缩率可能会通过信任信仰影响购买意图。这些研究结果应该帮助Web供应商实现客户服务政策和Incemetheir网站设计的重要性。

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