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Research on User Experience Perception of Second-hand Trading Platforms Based on E-commerce Politeness

Year: 2025

Type: article

Abstract: With the development of the internet and the expansion of the e-commerce industry, the rise of online e-commerce platforms has provided growth opportunities for second-hand trading platforms. These platforms have accumulated a large number of users but still face certain issues such as customer service responsiveness, product quality assurance, and user personal information protection—collectively known as e-commerce politeness concerns. Based on the perspective of e-commerce politeness, this study utilizes the critical incident technique to explore users' perceptions of interactions on second-hand trading platforms. Based on the analysis results, recommendations are proposed to enhance service quality for sellers and improve customer satisfaction for buyers, providing valuable insights for second-hand trading platforms.

Source: International journal of business management and economic review

DOI: 10.35409/ijbmer.2025.3673

Authors: I-Ching Chen, Shiting Zheng

Institution: Zhaoqing University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

Funders: Department of Education of Guangdong Province, Science and Technology Planning Project of Guangdong Province

OpenAlex ID: W4411223950

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