B2C商务网站服务质量评价体系与模型

[11] 服务质量评价与管理.[M].韦福祥著;.人民邮电出版社.2005,

[12] Tangibility as a quality factor in electronic commerce b2c.[J].Lucía Melián-Alzola;Víctor Padrón-Robaina.Managing Service Quality.2006, 3

[13] Online service attributes available on apparel retail web sites: an E-S-QUAL approach.[J].Minjeong Kim;Jung-Hwan Kim;Sharron J. Lennon.Managing Service Quality.2006, 1

[14] Service quality delivery through Web sites: A critical review of extant knowledge [J]. JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 2002, 30 (04) : 362 - 375

[15] An evaluation of cyber-bookshops: The WebQual method [J]. INTERNATIONAL JOURNAL OF ELECTRONIC COMMERCE, 2001, 6 (01) : 11 - 30

[16] 电子商务环境中电子服务质量评价模型研究.[D].贾利军.华中科技大学.2006, 03

[11] 服务质量评价与管理.[M].韦福祥著;.人民邮电出版社.2005,

[12] Tangibility as a quality factor in electronic commerce b2c.[J].Lucía Melián-Alzola;Víctor Padrón-Robaina.Managing Service Quality.2006, 3

[13] Online service attributes available on apparel retail web sites: an E-S-QUAL approach.[J].Minjeong Kim;Jung-Hwan Kim;Sharron J. Lennon.Managing Service Quality.2006, 1

[14] Service quality delivery through Web sites: A critical review of extant knowledge [J]. JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 2002, 30 (04) : 362 - 375

[15] An evaluation of cyber-bookshops: The WebQual method [J]. INTERNATIONAL JOURNAL OF ELECTRONIC COMMERCE, 2001, 6 (01) : 11 - 30

[16] 电子商务环境中电子服务质量评价模型研究.[D].贾利军.华中科技大学.2006, 03