外文翻译--服务质量与电子商务：探索性分析.doc

外文翻译之一 Service quality and e-commerce: an exploratory analysis （1） 作者：J. Cox and B.G. Dale 国籍：UK 出处：Managing Service Quality Volume 11 . Number 2 . 2001 . pp. 121±131 原文正文： Abstract : Examines the applicability of determinants identified in a physical services environment to assess the services relating to e-commerce. It is argued that the lack of human interaction during the Web site experience means that determinants such as competence, courtesy, cleanliness, comfort and friendliness, helpfulness, care, commitment, flexibility are not particularly relevant in e-commerce. On the other hand, determinants such as accessibility, communication, credibility, understanding, appearance, and availability are equally applicable to e-commerce as they are in physical services. The paper argues the need for further research to identify suitable determinants for the e-commerce operating environment. Introduction: E-business or e-enterprise is the term used to define a business that has a virtual presence or Web site on the Internet either to promote brand awareness or enable e-commerce. E-commerce can be defined as ``the conduct of business among e-enterprises and consumers where e-business means ``a business enterprise with the capability to exchange value (money, goods, services and information) electronically (Anderson Consulting, 1999). If an online company is to be successful, all aspects of its service must be closely integrated in terms of systems, networks, procurement, shipping and customer support. Many companies have found that setting up a Web site is relatively easy, however, it is the fulfillment of orders offline that is problematic, because systems are not sufficiently efficient to seamlessly pass on the order information and complete the order without error and/or delay. Companies must also prepare themselves for the volume of users accessing their Web site, as well as having the capacity to handle this all the way up the supply chain. The key element to busine