25 The satisfaction in each aspect of the customers 26 Sum up 27 5 Case

25 the satisfaction in each aspect of the customers

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.............................................................................................. 25 The satisfaction in each aspect of the customers ............................................................................ 26 Sum up ......................................................................................................................................................... 27 5. Case analysis .......................................................................................................................... 28 Empirical finding analysis ..................................................................................................................... 28 How does the subject fit in with the theory and practices? ......................................................... 28 The evolution of customer relationship ............................................................................................. 29 E-Service quality ...................................................................................................................................... 31 Amazons Novel Way to Build Customer Loyalty .......................................................................... 31 Sum up ......................................................................................................................................................... 33 6. Conclusion ................................................................................................................................. 39 Reflection and implication of research questions ........................................................................... 39 Recommendations and Contribution .................................................................................................. 40 Pitfalls of the research ............................................................................................................................ 41 Suggestions for further research .......................................................................................................... 41 7. References ................................................................................................................................ 43 Articles ......................................................................................................................................... 43 Books ............................................................................................................................................ 45 Website ......................................................................................................................................... 46 Appendices .................................................................................................................................... 48
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List of the figures: Figure 1: classify customers relationship Figure 2: the differences between quantitative and qualitative research methods Figure 3: the information of the interviewees Figure 4: the season why customers choose Amazon.com Figure 5: what the customers care about when they are shopping on Amazon.com? Figure 6: the satisfaction in each aspect of the customers Figure 7: classify customer relationship Figure 8: shopping on Amazon.com Figure 9: shopping on Amazon.com Figure 10: what Amazon should do
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1. Introduction The first chapter is consisting of 5 parts. This chapter introduced the background of Amazon and elaborated the importance of the customer relationship and customer loyalty. And then clearly sated the motivation of the paper. The last two parts are explained our research limitations and the outline of our thesis. 1.1 Background Knowledge About Amazon Amazon.com, Inc. (NASDAQ: AMZN), a Fortune 500 organization situated in Seattle, which is the one of the most punctual started to the internet business organization. It was opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. It likewise included three backups, they are Alexa Internet a9.com and Internet Movie Database IMDB. Amazon.com and different merchants offer a great many one of a kind new, renovated and utilized things (Amazon, 2011). Amazon book shop (amazon.com) is one of the greatest book shops on the planet. It gives 310 million books registry, more than the worldwide any book shop of putting away books to 15 times more above. To maintain the exceptional business needs neither extensive structures nor awesome quantities of staff. Despite the fact that there are just 1600 workers in Amazon book shop. The business achieve 37.5 million dollars for every capita, which are 3 times those of Bames and Noble, the biggest book shop on the planet, which has 27.000 representatives (Hamiton, 2008). The business exercises of Amazon book shop concentrate on advertising and the after administration. That is, they go for pulling in clients, while assembling great picture for the organization.
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1 To end up distinctly a client situated organization is the mission of Amazon.com (He and Zhang, 2003). The greatest online book shop—Amazon started to benefit in 2002.
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  • Fall '14
  • Qualitative Research, ........., Amazon Company

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