The Research on Scheduling Model of Online Service in Electronic Commerce: Perspective of the Service Profit Chain

Mi-yuan Shan, Xue-lin Zhou () and Ren-long Zhang
Additional contact information
Mi-yuan Shan: Hunan University
Xue-lin Zhou: Hunan University
Ren-long Zhang: Hunan University

Chapter Chapter 128 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 1213-1223 from Springer

Abstract: Abstract The emergence of electronic commerce (e-commerce) has changed the consumption concept of customers. They usually pay more attention to the customer service quality of Network platform apart from the convenience and risk of shopping environment. With the characteristics of virtuality and information sharing under the e-commerce environment, buyers and sellers cannot contact face to face. It makes enterprises a lot of difficulties such as low customer satisfaction, lack of loyalty and weak profitability following the communication barrier. This paper first applies the theory of Service Profit Chain (SPC) to solve the problem of online service scheduling in e-commerce and establishes a mathematical model in which the whole customers’ service value can be maximized. Then via numerical test, we verified the effectiveness and feasibility of the model. The results show that this research has good practicability and generalization for improving customer satisfaction in e-commerce.

Keywords: Electronic commerce; Online service; Scheduling model; Service profit chain; Service value (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-38427-1_128

Ordering information: This item can be ordered from
http://www.springer.com/9783642384271

DOI: 10.1007/978-3-642-38427-1_128

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().