Proceedings of the 2022 3rd International Conference on E-commerce and Internet Technology (ECIT 2022)

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Research on the Influencing Factors of Customer Service Performance of E-Commerce Enterprises Based on Two-Stage Least Square Regression Model

Authors
Ping Liu1, Ziyue Xiong1, Yi Zhang1, *
1Business School, Sichuan University, South Section of the First Ring Road, Chengdu, China
*Corresponding author. Email: 657518287@qq.com
Corresponding Author
Yi Zhang
Available Online 10 November 2022.
DOI
10.2991/978-94-6463-005-3_23How to use a DOI?
Keywords
enterprise informatization management; customer relationship management; emotion; two-stage least square regression
Abstract

Rapid growth of market competition has made e-commerce enterprises attach increasing importance to customer relationship management. The call center with a modern CRM system have become a vital carrier for high quality customer service. This study examines the influence that interaction justice and emotion have on call center employees’ performance. A total of 267 call audios were collected from an e-commerce enterprise. The theoretical model is tested based on two-stage least square regression. Results show that call center employees who are treated unfairly by customers during calls yield worse performance than those who are treated fairly. The above relationship is partially mediated by employees’ negative emotion.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2022 3rd International Conference on E-commerce and Internet Technology (ECIT 2022)
Series
Atlantis Highlights in Engineering
Publication Date
10 November 2022
ISBN
10.2991/978-94-6463-005-3_23
ISSN
2589-4943
DOI
10.2991/978-94-6463-005-3_23How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ping Liu
AU  - Ziyue Xiong
AU  - Yi Zhang
PY  - 2022
DA  - 2022/11/10
TI  - Research on the Influencing Factors of Customer Service Performance of E-Commerce Enterprises Based on Two-Stage Least Square Regression Model
BT  - Proceedings of the 2022 3rd International Conference on E-commerce and Internet Technology (ECIT 2022)
PB  - Atlantis Press
SP  - 228
EP  - 236
SN  - 2589-4943
UR  - https://doi.org/10.2991/978-94-6463-005-3_23
DO  - 10.2991/978-94-6463-005-3_23
ID  - Liu2022
ER  -