A new model to support the personalised management of a quality e-commerce service

被引：6
|
作者：
Gianni, G [1 ]
Franceschini, F [1 ]
机构：
[1] Politecn Torino, Dipartimento Sistemi Prod & Econ Azienda, Turin, Italy
来源：
INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT | 2003年 / 14卷 / 3-4期
关键词：
service quality; electronic commerce; quality control; customer service; management;
D O I：
10.1108/09564230310478855
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
The paper presents an aiding model to support the management of a high quality e-commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer, it is possible to supply a personalised and high quality service. A segmentation model, based on the "relationship evolution" between users and Web site, is developed The method permits the proviso of a specific service management for each user segment Finally, some preliminary experimental results for a sport-clothing industry application are described.
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页码：331 / 346
页数：16
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