文献类型：期刊文献

中文题名：电子政务项目建设中关系承诺的实证分析

英文题名：Empirical Study of Relationship Commitment in E-government Project

作者：李宗伟[1];白庆华[1];张艳辉[2]

机构：[1]同济大学经济管理学院,上海200092;[2]华东理工大学商学院,上海200237

年份：2005

卷号：18

期号：6

起止页码：50

中文期刊名：管理科学

外文期刊名：Journal of Management Science

收录：CSTPCD;;国家哲学社会科学学术期刊数据库;社科基金资助期刊;CSSCI:【CSSCI2004_2005】；

语种：中文

中文关键词：电子政务;客户满意度;关系承诺;客户信任度;政府管理

外文关键词：E-government Satisfaction Trust Relationship commitment

摘要：政府往往难以准确的度量和评估某家IT厂商／服务提供商提供的电子政务项目服务质量,客户满意度和信任度是电子政务项目建设中客户关系承诺的两个决定因素,但它们对关系承诺的影响具有一定的复杂性。通过引入转换成本、可替代的选择与对服务的认知三个中间变量,根据这三个因素的不同分组可以考察客户满意度、客户信任度在电子政务项目建设中对关系承诺的影响程度。
The service that IT developer/server provider offer in e-government project building is intangible, so it is difficult for the government to accurately assess the service quality. Customer satisfaction and trust are two decisive factors in customer＇s relationship commitment. But their influence on relationship commitment has certain complexity. Switching cost, alternative attractiveness and product-norm experience are moderate variables introduced in the thesis. Under the situation of different grouping of these three factors, the influence degree of satisfaction, trust on relationship commitment is investigated.