期刊文献+

顾客满意水平对顾客行为影响研究的评述 被引量:11

Review of Research on the Influence on Customer Behavior by Costumer Satisfaction Level
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摘要 企业界和理论界对顾客满意度及影响顾客满意的因素进行了大量的研究 ,但对于不同满意水平对顾客行为影响的研究却涉足较少。本文对欧美等西方国家在此方面的研究进行了较详实的总结和概括 ,并进行了评述 ,提出应将顾客满意水平当成一个连续变量来考虑顾客行为 ,同时也应当考虑中介变量在顾客满意水平与顾客行为间的调节或控制作用。
机构地区 武汉大学商学院
出处 《商业经济与管理》 CSSCI 北大核心 2004年第10期21-25,共5页 Journal of Business Economics
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参考文献15

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二级参考文献31

  • 1詹姆斯·赫斯克特,服务利润链,2001年,22页
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共引文献232

同被引文献93

引证文献11

二级引证文献44

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