文章基本信息

标题：La influencia de las TIC en la satisfacción del cliente en el comercio minorista
本地全文：下载
作者：Irene Gil Saura ; Maria Eugenia Ruiz Molina ; Haydeé Calderón García 等
期刊名称：Cuadernos de Administración
印刷版ISSN：1900-7205
出版年度：2009
卷号：22
期号：39
语种：Spanish
出版社：Pontificia Universidad Javeriana
摘要：Time and cost efficiency advantages of ICT for organizations have been largely reported in the literature. Notwithstanding, little attention has been given to its influence on customer satisfaction. In this sense, the current paper inquires whether businesses should invest as much as possible on IT, or if they should rather limit such investment to what is strictly necessary. The present empirical work observed a direct relation between the intensity of IT implementation (as perceived by the retailer) and customer satisfaction with such technology. However, as it is shown by the study in different retail activity areas, not all applications are valued the same or used with the same intensity by the customer.
其他摘要：Time and cost efficiency advantages of ICT for organizations have been largely reported in the literature. Notwithstanding, little attention has been given to its influence on customer satisfaction. In this sense, the current paper inquires whether businesses should invest as much as possible on IT, or if they should rather limit such investment to what is strictly necessary. The present empirical work observed a direct relation between the intensity of IT implementation (as perceived by the retailer) and customer satisfaction with such technology. However, as it is shown by the study in different retail activity areas, not all applications are valued the same or used with the same intensity by the customer.
关键词：retail distribution;ICT;satisfaction with technology;retail activity;distribución minorista;TIC;satisfacción con la tecnología;actividad minorista;distribuição varejista;TIC;satisfação com a tecnologia;atividade varejista
其他关键词：retail distribution; ICT; satisfaction with technology; retail activity