Title :
The Application and Validation of Two-Factor Theory to the Design of Service Guarantee for Online Stores
Author :
Han, Shunping ; Wang, Xiujuan ; Wang, Yonggui ; Gao, Fuping
Author_Institution :
Nanjing Univ.
Abstract :
The research is intended to apply the two-factor theory that focuses on inner employees´ satisfaction of a firm to external customers´ satisfaction with the service guarantee for online stores. Content analysis is used to identify the hygiene items and motivation items of service guarantee by analyzing feedbacks from customers about the services based on the service guarantee items collected from 32 online clothing stores in China. Then a process model of service guarantee design upgrading is developed accordingly
Keywords :
consumer behaviour; customer satisfaction; personnel; retail data processing; content analysis; customer satisfaction; employee satisfaction; online clothing store; service guarantee design; two-factor theory; Bridges; Clothing; Consumer behavior; Costs; Customer satisfaction; Feedback; Guidelines; Jacobian matrices; Signal design; Turning; Two-factor theory; content analysis; customer satisfaction; service guarantee design;
Conference_Titel :
Service Systems and Service Management, 2006 International Conference on
Conference_Location :
Troyes
Print_ISBN :
1-4244-0450-9
Electronic_ISBN :
1-4244-0451-7
DOI :
10.1109/ICSSSM.2006.320579
