电子服务概念界定与特征识别——从商品主导逻辑到服务主导逻辑
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外国经济与管理 2012 年 第 34 卷第 04 期, 页码：2 - 10
摘要
参考文献
摘要
近年来,电子服务(e-service)蓬勃发展,但电子服务研究才刚刚起步。通过梳理现有电子服务研究文献不难发现,目前学者们主要遵循商品主导逻辑,依据电子服务的服务站点形态、服务传递渠道形态以及所涉及商品的形态三个维度来界定电子服务概念,并且因对各维度的重视程度不同而形成了四种不同的视角。本文在评判现有相关研究成果的基础上,遵循符合信息时代特征的服务主导逻辑对电子服务概念进行了重新界定,然后提出了一个电子服务概念模型并识别了电子服务的基本特征,最后指出了未来的电子服务研究机会,希望能为国内学者开展电子服务研究、国内企业开展电子服务业务提供些许启示。
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[3]Boyer K K,et al.E-service:Operating strategy-A case study and a method for analyzing operational benefits[J].Journal of Operations Management,2002,20(2):175-188.
[4]Dabholkar P A.Handbook of service marketing and management[M].Beverly Hills,CA:Sage Publications,2000:16-36.
[5]Fitzsimmons J A and Fitzsimmons M J.Service management[M].New York:McGraw-Hill,2001:25-39.
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[7]Hassan H S,et al.Recent advances in e-service in the public sector:State-of-the-art and future trends[J].Business Process Management Journal,2011,11(3):526-545.
[8]Hill A,et al.Research opportunities in service process design[J].Journal of Operations Management,2002,20(2):189-202.
[9]Hipp C and Grupp H.Innovation in the service sector:The demand for service specific innovation measurement concepts and typologies[J].Research Policy,2005,34(4):517-535.
[10]Li E Y and Zhao X D.From p-services to e-services[J].In-ternational Journal of Service Industry Management,2003,14(5):480-482.
[11]Menor L J,et al.New service development:Areas for exploi-tation and exploration[J].Journal of Operations Management,2002,20(2):135-157.
[12]Meuter M L,et al.Self-service technologies:Understanding customer satisfaction with technology-based service encoun-ters[J].Journal of Marketing,2000,64(1):50-64.
[13]Reynolds J.The complete e-commerce book:Design,build and maintain a successful web-based business[M].New York:CMP Books,2000:20-33.
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[15]Rowley J.An analysis of the e-service literature:Towards aresearch agenda[J].Internet Research,2006,16(3):339-359.
[16]Rust R T and Lemon K N.E-service and the consumer[J].International Journal of Electronic Commerce,2001,5(3):85-101.
[17]Rust R T and Kannan P K.E-service:New direction in theory and practice[M].New York:M E Sharpe,Inc.,2002:22-39.
[18]Ruyter K,et al.Customer adoption of e-service:An experi-mental study[J].International Journal of Service Industry Management,2001,12(2):184-207.
[19]Santos J.E-service quality-A model of virtual service dimen-sions[J].Managing Service Quality,2003,13(3):233-247.
[20]Sara L.Internet management[M].London:Auerbach,2000:12-42.
[21]Surjadjaja H,et al.Determining and assessing the determi-nants of e-service operations[J].Managing Service Quality,2003,13(1):39-53.
[22]Vargo S L and Lusch R F.Evolving to a new dominant logic for marketing[J].Journal of Marketing,2004,68(1):1-17.
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[26]Voss C and Hsuan J.Service architecture and modularity[J].Decision Sciences,2009,40(3):541-569.
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[33]Zhu F X,et al.IT-based services and service quality in con-sumer banking[J].International Journal of Service Industry Management,2002,13(1):69-91.
引用本文
李雷, 赵先德, 简兆权. 电子服务概念界定与特征识别——从商品主导逻辑到服务主导逻辑[J]. 外国经济与管理, 2012, 34(4): 2–10.
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