文献类型：期刊文献

英文题名：Influencing Factors of Catering O2O Customer Experience: An Approach Integrating Big Data Analytics with Grounded Theory

作者：Shi, Chunyang[1];Pei, Yilei[1];Li, Dandan[1];Wu, Ting[1]

第一作者：Shi, Chunyang

通讯作者：Pei, YL[1]

机构：[1]Beijing Union Univ, Management Coll, 97 North Fourth Ring East Rd, Beijing 100101, Peoples R China

第一机构：北京联合大学管理学院

通讯机构：[1]corresponding author), Beijing Union Univ, Management Coll, 97 North Fourth Ring East Rd, Beijing 100101, Peoples R China.|[1141755]北京联合大学管理学院;[11417]北京联合大学;

年份：2021

卷号：28

期号：3

起止页码：862-872

外文期刊名：TEHNICKI VJESNIK-TECHNICAL GAZETTE

收录：;EI(收录号：20212510533356);Scopus(收录号：2-s2.0-85108159371);WOS:【SCI-EXPANDED(收录号:WOS:000675889900021)】；

基金：The paper is supported by Beijing Social Science Fund (17GLC050), Premium Funding Project for Academic Human Resources Development in Beijing Union University (BPHR2020CS05), Key Projects of Scientific Research Plan of Beijing Municipal Education Commission (SZ202111417021), the Academic Research Projects of Beijing Union University (JS10202006) and Teaching Innovation Course Construction Project in Beijing Union University (12205561107-132).

语种：英文

外文关键词：big data analytics; customer experience; customer reviews; influencing factors; the grounded theory

摘要：In the era of digital economy, catering O2O is developing rapidly. Catering O2O (catering online to offline), namely catering takeout in the paper, means that customers place an order through online ordering platform, and delivery persons deliver the food provided by catering enterprises offline. Catering O2O conforms to the trend of the digital economy era, but exposes a variety of problems, such as lower feedback rate of the platform, lower timeliness of acceptance and handling, lower customer feedback satisfaction, and poorer customer experience. As China's leading e-commerce platform for life services, Meituan won the rating of not recommending to place an order in the report of "2020 China E-commerce User Experience and Complaint Monitoring". In order to improve customer experience and service satisfaction of catering O2O, this paper takes Meituan takeout as an example, integrates big data analytics and grounded theory to explore influencing factors of catering O2O customer experience. With the big data analytics method, the main influencing factors are obtained from 54250 customer reviews, and then the grounded theory method is used to conduct indepth analysis on negative reviews, and influencing factors of O2O customer experience are verified and confirmed. The results show that the main influencing factors of catering O2O customer experience are catering food quality and delivery service quality and after-sale service quality. Catering food quality and delivery service quality have a significant impact on customer experience. Finally, from perspectives of catering O2O platforms and enterprises, the paper obtains management implications as follows: Catering O2O platforms should attach great importance on the service of contact points in distribution link, strengthen the last-mile delivery service quality, and improve the supervision and feedback mechanism; catering O2O enterprises should ensure the quality, portion and package of catering food, so as to improve customer experience and win electronic word-of-mouth and customer satisfaction.