ALL libraries (COBIB.SI union bibliographic/catalogue database)
-
Raziskava segmentov potrošnikov in njihovih pričakovanj do napak in strategij okrevanja v spletnih trgovinah : diplomsko deloZdešar, EmaS povečanjem digitalizacije se je glede na statistične podatke nakupovanje izdelkov pri mnogih potrošnikih preselilo na splet. Spletno okolje pa od ponudnikov storitev zahteva prilagajanje že ... ustaljenih praks, kot so strategije okrevanja. Slednje pomagajo razreševati napake, s katerimi se med storitvijo soočijo potrošniki. V fizičnem okolju se proces odvija interaktivno, iz oči v oči, zato je prilagajanje potrošnikom v procesu okrevanja precej lažje, spletno okolje pa po drugi strani v tem procesu ponuja svoje prednosti in slabosti. V diplomskem delu smo se tako v empiričnem delu spraševali o razlikah med fizično storitvijo in spletno storitvijo, o značilnostih spletnih trgovin, napakah in strategijah okrevanja v spletnem okolju ter o teoriji pravičnosti, s katero potrošniki najpogosteje ocenjujejo strategije okrevanja. Na podlagi izsledkov preteklih raziskav smo v sklopu teoretskega dela razvili posodobljen model povratne zanke, ki prikazuje prilagojene korake za razvijanje programa strategij okrevanja v e-storitvah. Empirični del raziskovalne naloge temelji na anketnem vprašalniku, na katerega je odgovorilo 372 potrošnikov iz Slovenije. Raziskava je dokazala, da lahko potrošnike v primeru blage napake razdelimo v štiri in v primeru resne napake v tri segmente ter na podlagi segmentov opredelimo njihova temeljna pričakovanja do strategije okrevanja, komunikacije v procesu okrevanja in kanala, prek katerega poteka okrevanje napake.Type of material - undergraduate thesis ; adult, seriousPublication and manufacture - Ljubljana : [E. Zdešar], 2022Language - slovenianCOBISS.SI-ID - 126821379
Author
Zdešar, Ema
Other authors
Kropivnik, Samo
Topics
Spletno nakupovanje |
Vedenje potrošnikov |
Spletne storitve |
Univerzitetna in visokošolska dela |
spletne trgovine |
strategije okrevanja |
napake |
teorija pravičnosti in e-storitve |
online stores |
recovery strategies |
failures |
justice theory and e-services
Library/institution |
City | Acronym | For loan | Other holdings |
---|---|---|---|---|
FSS, J. Goričar Central Social Sciences Library, Ljubljana | Ljubljana | ODKLJ |
not for loan 1 cop.
|
Shelf entry
Permalink
- URL:
Impact factor
Access to the JCR database is permitted only to users from Slovenia. Your current IP address is not on the list of IP addresses with access permission, and authentication with the relevant AAI accout is required.
Year | Impact factor | Edition | Category | Classification | ||||
---|---|---|---|---|---|---|---|---|
JCR | SNIP | JCR | SNIP | JCR | SNIP | JCR | SNIP |
Select the library membership card:
If the library membership card is not in the list,
add a new one.
DRS, in which the journal is indexed
Database name | Field | Year |
---|
Links to authors' personal bibliographies | Links to information on researchers in the SICRIS system |
---|---|
Zdešar, Ema | |
Kropivnik, Samo | 11482 |
Source: Personal bibliographies
and: SICRIS
Select pickup location:
Material pickup by post
Delivery address:
Address is missing from the member's data.
The address retrieval service is currently unavailable, please try again.
By clicking the "OK" button, you will confirm the pickup location selected above and complete the reservation process.
By clicking the "OK" button, you will confirm the above pickup location and delivery address, and complete the reservation process.
By clicking the "OK" button, you will confirm the address selected above and complete the reservation process.
Notification
Automatic login and reservation service currently not available. You can reserve the material on the Biblos portal or try again here later.
Subject headings in COBISS General List of Subject Headings
Select pickup location
The material from the parent unit is free. If the material is delivered to the pickup location from another unit, the library may charge you for this service.
Pickup location | Material status | Reservation |
---|
Reservation in progress
Please wait a moment.
Reservation was successful.
Reservation failed.
Reservation...
Membership card:
Pickup location: