基于易趣网平台c2c电子商务信任修复机制与在线冲突解决的研究-research on c2c e-commerce trust restoration mechanism and online conflict resolution based on ebay.docxVIP

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2018-06-04 发布于上海
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基于易趣网平台c2c电子商务信任修复机制与在线冲突解决的研究-research on c2c e-commerce trust restoration mechanism and online conflict resolution based on ebay.docx

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基于易趣网平台c2c电子商务信任修复机制与在线冲突解决的研究-research on c2c e-commerce trust restoration mechanism and online conflict resolution based on ebay

ABSTRACTABSTRACT:Thedevelopmentofe-commercedatesbackto1970s.Butnow,asanewtypeofbusinessmodel,e-commerceispopularbetweenenterprisesandbecomesaindispensablepartofourlife.Asthecompetitiveadvantagesbecomemoreobvious,suchasconvenience,high-efficiency,nogeographicboundaries,lowcostandhighrevenue,therisksofonlinetransactionaremoreprominentaswell,includingfraud,instabilityoftrustandfrequentlyhappenedonlineconflicts.Tocontrolandpreventtherisksabove,weneedtodomoreresearchoneachofe-commercemodes(B2B,B2C,andC2C).BasedoneBaycommunity,thispaperwillonlydotheresearchofC2Cmode.Accordingtothetheoryinthefieldoftrustrepairandonlineconflictresolution,wearegoingtorevealthegapsintheexistingdesignofeBay.Therearefourresearchquestions:1.ThenewtypeofonlineconflictineBay;2.Thecausesofonlineconflict;3.IsthereanydifferencebetweeneBaybuyersandeBaysellerswhenproposingconflicthandlingmodes?Whatarethecorrespondedresponsestoeachconflicthandlingmodes?4.Docontextualpropertieshaveimpactsonproposingconflicthandlingmodes?Iftheydo,aretheseimpactsdifferentbetweeneBaybuyersandeBaysellers?Accordingtotheresultsofourstudy,wehaverevealedanewtypeofonlineconflict–unjustfeedback,whichisproposedbyeBaysellers.Andthethreemaincausesofonlineconflictareuncertaintyofproduct,uncertaintyofeBaybuyersandeBaysellersandtheculturedifference.TheresultofourstudyhasalsoshownthatthereisindeedadifferencebetweeneBaybuyersandsellerswhenproposingconflicthandlingmodes.NoeBaybuyersproposeaccommodationmodewhileaccommodationisthesecondpopularmodeamongeBaysellers.Inaddition,contextualpropertiesdohaveanimpactonproposingconflicthandlingmodesandimpactsaredifferenttoeBaybuyersandsellersthatsocialpressuremadeeBaysellershavetoaccommodatetotheirbuyers.Finally,therearetwogapsinthedesignofeBaycommunity:1.Theonlinenegotiationislackofcompulsory;2.TheprotectiontoeBaybuyerishigherthanseller.KEYWORDS：E-commerce;trustrepairmechanism;conflictresolution;eBayCLASSNO：C93目录中文摘要iiABSTRACTiii1引言.....................................................................