【摘要】：現(xiàn)今網(wǎng)絡零售中,大部分網(wǎng)絡零售商都會提供全額退貨政策并以此來降低顧客網(wǎng)上購物的風險感知,并保證產(chǎn)品擁有較高的質量水平。考慮顧客所不了解的新產(chǎn)品,顧客只能通過網(wǎng)絡商家所提供的信息來判斷是否購買該產(chǎn)品。一方面,相比于實體零售,由于缺乏試用和全面了解產(chǎn)品的機會,網(wǎng)絡零售商可以利用產(chǎn)品的非對稱信息對產(chǎn)品進行夸大性描述,從而吸引顧客購買,并增加顧客對產(chǎn)品的購前滿意度感知。而另一方面,在退貨政策普遍提供的情況下,夸大描述將可能導致商家遭受一個更高的退貨率,這將對商家造成不利影響。本文研究的目的在于從網(wǎng)絡零售商利潤最大化的角度出發(fā),是否應該對產(chǎn)品進行夸大描述以及最優(yōu)的夸大程度如何。 本文通過對國內(nèi)外學者在顧客退貨、產(chǎn)品描述、顧客滿意度方面的回顧,基于經(jīng)典模型構建網(wǎng)絡零售商利潤模型,通過模型分析、算例分析,創(chuàng)新性地分別討論了完全壟斷的網(wǎng)絡零售商和雙頭壟斷網(wǎng)絡零售商的夸大描述的最優(yōu)策略。結論證實了在某些條件下網(wǎng)絡零售商確實有對產(chǎn)品夸大描述的動機,并且通過夸大描述可以獲得更多的利潤。通過結論可以得知某些產(chǎn)品退貨率居高不下的深層原因可能是由于網(wǎng)絡商家夸大描述帶來的收益可能比退貨損失要高。關于本文對網(wǎng)絡零售商夸大描述的研究,一方面為網(wǎng)絡零售商提供了決策意見,另一方面論證夸大描述存在的可能性,給顧客和政策制定者提供參考。
[Abstract]:Nowadays, in online retail, most online retailers will provide full return policy to reduce the risk perception of customers online shopping, and to ensure that the product has a high quality level. Considering a new product that customers do not understand, customers can only decide whether to buy the product by the information provided by the online merchants. On the one hand, compared to physical retail, because of the lack of trial and comprehensive understanding of the product, online retailers can use the asymmetric information of the product to inflate the product to attract customers to buy. And increase customer's perception of pre-purchase satisfaction. On the other hand, overstated descriptions may lead to a higher return rate in the context of generally available return policies, which will have a negative impact on businesses. The purpose of this paper is to study whether the product should be exaggerated and the optimal degree of exaggeration from the point of view of maximizing the profit of the network retailer. Based on the review of domestic and foreign scholars in terms of customer return, product description and customer satisfaction, this paper constructs a profit model of online retailer based on classical model. In this paper, we discuss the optimal strategy of the overstated description of the completely monopolized online retailer and the duopoly online retailer respectively. The conclusion proves that under some conditions, online retailers do have the motivation to exaggerate the product description, and they can make more profit by exaggerating the product description. Through the conclusion we can know that the deep reason for the high return rate of some products may be that the profits brought by the overstated description of some products may be higher than the return losses. On the one hand, it provides decision advice for online retailers, on the other hand, it demonstrates the possibility of exaggeration description, and provides reference for customers and policy makers.
【學位授予單位】：中國科學技術大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F724.2;F724.6

【參考文獻】

相關期刊論文 前10條

1 劉波;論顧客滿意測度的動態(tài)性[J];商業(yè)研究;2004年24期

2 陳保紅;;廣告的“夸大”與真實性探究[J];包裝世界;2012年03期

3 何勇,楊德禮,張醒洲;需求與價格具有相關性下的退貨政策模型研究[J];系統(tǒng)工程;2004年09期

4 申成霖;張新鑫;;電子商務環(huán)境下無缺陷退貨政策[J];工業(yè)工程;2011年03期

5 翟春娟;李勇建;;B2C模式下的在線零售商退貨策略研究[J];管理工程學報;2011年01期

6 卞文良;鞠頌東;徐杰;丁靜之;;在線B2C顧客物流服務感知及相關因素的實證研究[J];管理工程學報;2011年02期

7 李玉萍;胡培;;顧客網(wǎng)絡購物滿意度影響因素研究[J];商業(yè)研究;2015年01期

8 查金祥;王立生;;網(wǎng)絡購物顧客滿意度影響因素的實證研究[J];管理科學;2006年01期

9 曹細玉;寧宣熙;;考慮退貨價格的易逝品供應鏈協(xié)調(diào)性研究[J];管理科學;2007年02期

10 楊光勇;計國君;;存在戰(zhàn)略顧客的退貨策略研究[J];管理科學學報;2014年08期

相關博士學位論文 前1條

1 姜宏;基于顧客行為的B2C無理由退貨策略研究[D];天津大學;2011年

，

本文編號：2216776