Study on Incentive Mechanism of Customer Service in E-commerce Environment
Juxiang Wang · Journal of Qingdao University · 2013
The incentive problems of customer service in the e-commerce environment was studied by using Principal-Agent model.Conclusions were drawn by comparing the incentive strategy of customer service made by the E-commerce enterprise in the case of cooperation and competition.Results show that neither the principal nor the agent is willing to encounter the difficult work and e-commerce businesses should encourage the agent to solve the difficult work together.Intense environment forced the agent more effort,while the principal would pay the lower incentive.The principal can achieve the maximum revenue through controll the agent's work with the design of a floating income.