权力感对顾客建言的影响及边界条件研究被引量：1

A Study on the Influence of Sense of Power on Customer’s Voice and Its Boundary Conditions

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摘要随着互联网技术的快速发展,消费者和企业进行双向沟通变得越来越方便、快捷,使顾客建言这一顾客公民行为成为企业未来持续发展的重要来源与动力。在此背景下,本文基于权力的接近—抑制理论和权力的情境聚焦理论,提出权力感对顾客建言存在正向影响,并在此基础上进一步分析权力感对顾客建言影响的边界条件。本文通过实验法验证了权力感对顾客建言存在正向影响,且这一影响会受到顾客感知建言成本和产品涉入度两个变量的调节作用,这一研究结论对从权力感视角研究顾客建言行为提供了一定的理论和实践价值。

作者万文倩李怀斌

机构地区东北财经大学工商管理学院

出处《东北财经大学学报》 2020年第2期54-60,共7页 Journal of Dongbei University of Finance and Economics

基金国家自然科学基金项目“共主体国家形象话语及其全球文化嵌入效应和机理研究”(71172121).

关键词权力感顾客建言建言成本产品涉入度

分类号 F274 [经济管理—企业管理]

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参考文献1

1马双,王永贵.虚拟品牌社区重在“维系情感”还是“解决问题”?——基于承诺的差异性影响的实证研究[J].经济管理,2015,41(1):77-86. 被引量：20

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