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顾客满意水平及信念变量对顾客口传行为倾向的影响 被引量：1

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摘要 顾客满意水平影响顾客口传行为,但顾客满意水平不是影响顾客口传行为的惟一变量,各种信念变量,如行为态度、主观标准、行为控制感等,也会通过中介作用影响顾客口传行为。本文首先建立模型,然后通过实证研究检验模型的正确性与合理性,并从中发现顾客满意水平及各种信念变量对顾客口传行为倾向的影响路径。
作者 景奉杰 曾伏娥
机构地区 武汉大学商学院
出处 《经济管理》 CSSCI 北大核心 2004年第14期41-47,共7页 Business and Management Journal ( BMJ )
关键词 顾客满意度 营销策略 信念变量 口传行为倾向 企业管理 顾客忠诚度 客户关系管理
分类号 F274 [经济管理—企业管理] F713.5 [经济管理—市场营销]
  • 相关文献

参考文献11

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二级参考文献21

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共引文献81

同被引文献27

  • 1Thurau T.H.,Gwinner K.P.,Gremler D.D..Understanding Relationship Marketing Outcomes.Journal of Service Research,2002,4(3):230-247.
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  • 4Mattila A.S..The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures.Journal of Service Research,2001,4(2):91-101.
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  • 7Gwinner K.P.,Gremler D.D..Customer-employee Rapport in Service Relationships.Journal of Service Research,2000,3(1):82-10.
  • 8Tax S.S.,Brown S.W..Handbook of Service Marketing and Management.London:Sage Publications Inc.2000:273-275.
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  • 10Smith A.K.,Bolton R.N.,Wagner J..A Modle of Customer Satisfaction with Service Encounters Involving Failure and Recovery.Journal of Marketing Research,1999,36(3):356-372.

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二级引证文献14

经济管理
2004年 第14期

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