我國網(wǎng)絡(luò)消費(fèi)者抱怨行為研究.pdf

1、y1404732分類號：F274F713_36UDC：密級：學(xué)校代號：10150學(xué)號：20052284峽重交彰摯碩士學(xué)位論文我國網(wǎng)絡(luò)消費(fèi)者抱怨行為研究ComplainingBehaviorResearchofInternetConsumerinChina學(xué)生姓名：導(dǎo)師及職稱：學(xué)科門類：專業(yè)名稱：研究方向：申請學(xué)位級別：論文答辯日期：學(xué)位授予單位：康銳榮曉華副教授管理學(xué)企業(yè)管理市場營銷碩士2008年5月29日大連交通大學(xué)大連交通大學(xué)管理學(xué)

2、碩十學(xué)位論文AbstractConsumersmaybefeeldissatisfactionaftertheybuytheproductsorreceivetheservices，andtheywouldcomplainIfconsumercomplainisnotproperlyhandled，theimpacttotheenterpriseiStremendous，andevenisvitalIfanenterpriseCallu

3、nderstandconsumercomplaindeeplyandCanresolvetheproblemwell，theywouldbeeasiertowinconsumerloyaltythanusualOnthebasisofliteraturereviewofconsumercomplain，thepaperdoestheempiricalresearchofChinesenetworkconsumercomplaintopr

4、ovidesomereferenceofcomplainmanagementforthebusinessmenwhotakeintheE—commerce，SOastoeffectivelyreducingnetworkcomplainbehaviorandimprovethelevelofservice，andincreasecustomersatisfaction，reachingwinwinofconsumerandbusines

5、smenTherearenotmanystudiesofcomplainingbehaviorofnetworkconsumersaboutDomesticandforeignscholars，itisraretostudycomplainingbehaviorofChinesenetworkconsumersOnthebasisofstudyingresearchofcomplainingbehaviorofconsumers，app

6、lyingtheoreticalanalysisandempiricalanalysis，theintegrationofinterviewsandquestionnairesandusingmethodsofinvestigationandallsortsofstatisticalanalysis，complainingbehaviorofChinesenetworkconsumersisstudiedcomprehensivelyT

7、hemajorcontentsoftheEmpiricalstudiesincludethefollowing：themaincontentsofcomplainingbehaviorofChinesenetworkconsumers，theimpactfactorsofcomplainingbehaviorofthedifferenceaboutpersonalcharacteristicsbetweentheimpactfactor

8、sofcomplainingbehaviorandcomplainingtendencyaboutChinesenetworkconsumers，thedifferenceanalysisandrelatedanalysisbetweentheimpactfactorsofcomplainingbehaviorandcomplainingtendencyaboutChinesenetworkconsumers，theRegression

9、Analysisoftheimpactfactorsofcomplainingbehaviorandconsumersatisfactional。l[erserviceremedyaboutChinesenetworkconsumers，theRegressionAnalysisofcomplainingtendencyandconsumersatisfactionafterserviceremedyaboutChinesenetwor

10、kconsumersThroughresearch，wegettheconclusionsofthemaincontentofcomplainingbehaviorofChinesenetworkconsumers，thefourfactorsofcomplainingbehaviorofChinesenetworkconsumersandwaysofenhancingtheconsumersatisfactionofChinesene

11、tworkconsumersAccordingtotheseresearches，weproposethatitshouldestablishacompleteinformationsystemofconsumersandstandardizedsystemofConvenientreasonableconsumerscomplainingKeyWords：NetworkConsumers；OnlineShopping；Complain