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	Impact of Web site functions on e-business success in Chinese wholesale and retail industries
	Tang Qian ; Huang Jinghua
	2010-10-12 ; 2010-10-12
关键词	Practical Theoretical or Mathematical/ customer satisfaction customer services electronic commerce retail data processing Web sites wholesale data processing/ Web site function e-business success Chinese wholesale industry Chinese retail industry firm performance customer service life cycle theory Web site use customer satisfaction/ C7180 Retailing and distribution computing C7170 Marketing computing C7210N Information networks D2140 Marketing, retailing and distribution applications of IT D2080 Information services and database systems in IT
中文摘要	Web sites are very important and companies can attract customers by promoting various features of the Web site. This paper presents an analysis of the relationship between Web site functions and firm performance. A research model based on the DeLone and McLean (D&M) model and customer service life cycle (CSLC) theory was used to investigate the impact of Web site functions on e-business success. The research model considers Web site functions, Web site use, customer satisfaction, and firm performance. According to the CSLC theory, there are three stages in a customer service life cycle. Therefore, the Web site functions are divided into three stages: requirements, acquisition, and ownership. The functions in each stage serve to encourage usage and thus, enhance customer satisfaction and firm performance. The theoretical model and hypotheses were tested using data collected from 72 wholesale and retail firms in China using the partial least squares (PLS) method. The results suggest that Web site functions in the acquisition stage have the strongest impact on web site use and that the improvement of customer satisfaction can significantly increase firm performance.
语种	英语
出版者	Tsinghua University Press ; China
内容类型	期刊论文
源URL	[http://hdl.handle.net/123456789/80747]
专题	清华大学
推荐引用方式 GB/T 7714	Tang Qian,Huang Jinghua. Impact of Web site functions on e-business success in Chinese wholesale and retail industries[J],2010, 2010.
APA	Tang Qian,&Huang Jinghua.(2010).Impact of Web site functions on e-business success in Chinese wholesale and retail industries..
MLA	Tang Qian,et al."Impact of Web site functions on e-business success in Chinese wholesale and retail industries".(2010).

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