• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Journal of Business Research >'Deal with it': How coping with e-service innovation affects the customer experience
【24h】

'Deal with it': How coping with e-service innovation affects the customer experience

机译：“应对”：应对电子服务创新如何影响客户体验

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

E-service customers have myriad alternatives, so they can easily reduce their use of an e-service or switch to competitors. To enhance existing customers' experiences and convince them to persist in their usage, companies often introduce new versions of e-services. However, the changes resulting from such incremental innovations can be effortful for customers to learn and potentially even ruin their experiences. If e-service providers want to avoid losing existing customers, they must understand how customers deal with the changes introduced by incremental innovations and the resulting impacts on the customer experience, with both the innovation and the e-service in general. To address these research questions, the current study proposes a conceptual model based on service innovation, appraisal and coping, and customer experience theories and empirically tests it with data from two quantitative studies. The results show that incremental changes in existing e-services affect the cumulative customer experience, but firms introducing such innovations can encourage certain coping strategies (e.g., problem-focused) to leverage different dimensions of the encounter experience (e.g., usefulness of the new version, pleasure in using it).
机译：电子服务客户有多种选择，因此他们可以轻松减少对电子服务的使用或转向竞争对手。为了增强现有客户的体验并说服他们坚持使用，公司经常推出新版本的电子服务。但是，这种渐进式创新所带来的变化可能使客户难以学习，甚至可能破坏他们的体验。如果电子服务提供商希望避免失去现有客户，那么他们必须了解消费者如何应对创新和电子服务带来的增量创新带来的变化以及由此带来的对客户体验的影响。为了解决这些研究问题，本研究提出了一个基于服务创新，评估和应对以及客户体验理论的概念模型，并使用来自两个定量研究的数据进行了实证检验。结果表明，现有电子服务中的增量变化会影响累积的客户体验，但是采用此类创新的公司可以鼓励某些应对策略（例如，以问题为中心）利用相遇体验的不同维度（例如，新版本的有用性） ，使用起来很愉快）。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号