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归因行为与顾客满意的关系研究 被引量:12

Study on the relationship between the attributional behavior and customer satisfaction
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摘要 归因理论是现代心理学研究所取得的重要成果,归因理论已被广泛的应用于人力资源管理、教育等领域。最新的消费行为研究表明,顾客的归因行为与顾客满意感受存在密切的关系,顾客在购买过程及购买使用后的归因行为会影响顾客的满意。在剖析归因理论的本质和内涵的基础上,从原因归属、可控性、稳定性三个方面讨论了顾客的归因行为对顾客满意的影响。
作者 王华 罗晓光
出处 《科技与管理》 2004年第6期63-65,共3页 Science-Technology and Management
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参考文献8

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