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原文
TheStudyonCustomerSatisfactionDegreeofOnlineTakeawayinO2OMode
ChellappaR
Abstract
Withthedevelopmentoftheera,especiallytheemergenceoftheInternetandpopularization,theelectroniccommercethesenseoftrulyhadstarted.Today,electroniccommerceissubtlychangingpeople'
swayoflife.Asthemarketisscatteredanddisorderlyexistinthesuppliersandcustomers,needtohaveabroad,salesoflarge-scaleandcentralizedprocurementplatform,arisesatthehistoricmomentofO2Onetworkplatform,providesconsumerswithanewconsumptionpatterns.AsmostoftheattentionoffoodandbeveragepartisO2Omorefiercemarketcompetition.DeliverymarketisconsideredtobeafterO2Omodeofgrouppurchasethenextmosthasthedevelopmentinthefieldoffoodandbeverageareas.Jingleforconsumerswantneverleavehome,maximumlimitsavetime.Andforfoodindustrymerchantsdeliveryisthattheyareundertheconditionofnoincreaseincost,alsocanbeoneoftheimportantwaystoincreasetheturnover.
Keywords:
O2Omode,jingle,consumersatisfaction
1Introduction
Nearlytwoyearswiththeemergenceof"
Internet+"
concept,restaurantO2Oenteredthestageofrapiddevelopmentofthemarket.researchdatashows:
in2014,thelocallifeO2Omarketsizeof235billion,therestaurantO2Omarketaccountedfor40.1%oflocallifeO2Omarketscale,withthehighest94.37billionyuan.O2Omodelthepermeabilityofthehighestindustry-restaurantO2O,aftera"
thousandregimentwar"
afterthemarketandformedthenew-O2Otake-awaymarketcompetitionfield.Since2014,ali,tencentandotherInternetbusinessleadershavegraduallyjoinO2Otake-awayinthefiercecompetitionofthemarket,toseethattheO2Omodeforcateringtakeoutrestaurantindustrydevelopmentplaysanimportantroleinthefuture.WiththerapiddevelopmentofInternet,moreconsumerschoosethisconvenientandquickwayofeating..O2O,however,thedevelopmentoffoodindustryisstillintheexplorationphase,onlinetrading,offlineintheprocessofconsumptionhaveledtoconsumerdissatisfaction,andcustomersatisfactionisameasureofO2Omodekeyindicatoroffooddeliveryindustrysustainabledevelopment.Isbasedontheconsumer'
spointofview,thispaperanalysesthefactorsinfluencingcustomersatisfactionO2Otake-awaymode,putforwardimprovingO2Omodefoodtake-awaycountermeasuresofcustomersatisfaction,promotethecateringindustryhealthdevelopmentoftheO2Omode.
2Theoreticaloverview
2.1O2Omode
Undertheconditionoftherapiddevelopmentofnetworkinformationtechnology,moreandmoreinteractionbetweenreallifeandthenetwork,peoplemoreandmoreinseparablefromthenetworkinformationplatform,servicelifeisgraduallyapproachingthedevelopmentofmobileInternet.Basedonthesupportnetwork,interactionbetweenonlineandofflinevirtualrealitybringupanewbusinessmodel,namelytheO2Omode.
AlexRampell(USA)isthepersonwhofirstsuggestedO2Omode.Inhisview,thenewbusinessmodelforofflinemarketandonlineconsumersrealizeperfecttogether.Intheofflinebusinessopportunitiesandnewmode,tocombinewiththeInternetadvertisingplatformandtradingplatformisplaystheroleoftheInternet.TheInternetistheconsumerinoff-linewaytogettheproductorserviceinformation,customerbyitcanbeasmuchaspossibleinordertoreducecosts,obtainproductsandservicestheywant.AlsoitisworthmentioningthatthisforsettlementofastepisalsocanbedoneontheInternet,thisisO2Omodelcanquicklygrowoneofthekeyfactors.
Vastnetworkusersonlinelookingforpossibleconsumerdemand,afterfinishingthepaymentonline,offlinerealmerchantsaretheyfinishtheshoppingconsumptionintheend.AlexO2OmodeattheheartofrealRampelthought:
basedonthepaymentintheformofO2Omodeofeachorderiserratically,onlinepaymentwayofthequantitativeresultsoftheenterprise,analysisdataaddedgreatpower.
2.2Theconceptofcustomersatisfaction
Customersatisfactionfirstappearedinthefieldofmarketingisin1965,istakestheleadinputtingforwardbytheAmericanscholarCardozo.Forthedifferencesoftheconceptofcustomersatisfactionhasneverstopped.HowardandShethdefinesitas"
intheprocessofconsumption,customersthinkhepayscomprehensivecostifyoucanhaveplentyofthegainofapsychological"
;
OliverandLindaisconsideredtobe"
itisakindofemotionalstateofmind,whenconsumersaftercompletionofconsumptionexperiencecanbeusedasareferenceofexperienceandconsumerexpectationsandconsumptionexperiencetoreachanagreement"
WestbfookandReilly,consideredtobe"
isakind