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Position: Home > Articles > Study on the Customer Services of Online Bookstores Based on Purchasing Decision-Making Models Journal of Library and Information Science in Agriculture 2005,17 (9) 28-30

基于购买决策模型的网上书店客户服务研究

作  者:
鄢凡
单  位:
北京大学信息管理系
关键词:
客户服务;网上书店;购买决策模型;Amazon
摘  要:
本文以Amazon为例,基于消费者购买决策模型分析了网上书店在消费者购物流程的五个阶段所应该提供的客户服务和所应该遵循的标准,为国内网上书店制定客户服务策略起借鉴作用。
译  名:
Study on the Customer Services of Online Bookstores Based on Purchasing Decision-Making Models
作  者:
YAN Fan (Department of Information Management, Peking University, Beijing 100871, China)
关键词:
customer services; online bookstores; purchasing decision-making model; Amazon
摘  要:
Taking Amazon as an example, this paper has analyzed the customer services offered by the online bookstores and service standards of purchasing decision-making model in each phase, so as to help the domestic online bookstores to formu- late a better customer service strategy.

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