期刊文献+

服务失败和服务补救下的顾客满意度研究综述 被引量:6

下载PDF
导出
摘要 服务的特性决定了服务失败和顾客不满是不可避免的,服务补救适当可以重建顾客满意并保持顾客忠诚。本文对服务失败和服务补救下的顾客满意度的文献进行了梳理,分别从关系质量、归因、公平和期望差距的研究角度进行评述,并对未来研究前景进行了展望。
出处 《科技管理研究》 CSSCI 北大核心 2006年第12期238-240,共3页 Science and Technology Management Research
  • 相关文献

参考文献16

  • 1SMITH A K, BOLTON R. N. An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounter: Paradox or Peril [J]. Journal of Service Research, 1998 (1) : 5 -17.
  • 2TAX S S, BROWN S W, CHANDRASHEKARAN M. Customer Evaluation of Customer Comp!aint Experience: Implications for Relationship Marketing [J]. Journal of Marketing, 1998 (4): 60-76.
  • 3HART C W L. , HESKETT J L, SASSER Jr W E. The Profitable Art of Service Recovery [J]. Harvard Business Review. 1990 (7 - 8 ) :148 - 156.
  • 4GOODWIN C, ROSS I. Salient Dimensions of Perceived Faimess in Resolution of Service Complaints [J]. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1989, 2:87 -92.
  • 5CLARK G L, KAMINSKI P F, RINK D R. Consumer Complaints:Advice on How Companies Should Respond Based on an Empirical Study [J]. Journal of Services Marketing, 1992, 6 (1) : 41 -50.
  • 6SMITH A K, BOLTON R. N, WAGNER J. A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery[J]. Journal of Marketing Research, 1999, 36 (3): 356-372.
  • 7GOODMAN P S, FICHMAN M, LERCH F J, et al. Customer -Finn Relationships, Involvement, and Customer Satisfaction [ J].Academy of Management Journal, 1995, 38 (5) : 1310 - 1324.
  • 8KELLY S W, DAVIS M A. Antecedent to Customer Expectations for Service Recovery [ J ]. Journal of Academy of Marketing Science,1994, 22:52-61.
  • 9范秀成,刘建华.顾客关系、信任与顾客对服务失败的反应[J].南开管理评论,2004,7(6):9-14. 被引量:54
  • 10宋亦平,王晓艳.服务失误归因对服务补救效果的影响[J].南开管理评论,2005,8(4):12-17. 被引量:72

二级参考文献44

  • 1Lind, E. Allan (2001). Fairness Heuristic Theory: Justice Judgments as Pivotal Cognitions in Organizational Relations. In J.Greenberg & R. Cropanzano (Eds.), Advances in Organizational Justice, 56-88. Stanford, CA: Stanford University Press.
  • 2Brockner, J., Chen, Y-R., Mannix, E. A., Leung, K., & Skarlicki,D. P. (2000). Culture and Procedural Fairness: When the Effects of What You Do Depend on How You Do It. Administrative Science Quarterly, 45: 138-159.
  • 3Morgan, R. M. and Hunt, S. D. (1994). The Commitment-trust Theory of Relationship Marketing . Journal of Marketing, 58(3):20-38.
  • 4Thibaut, J., and Walker, L. (1975), Procedural Justice, Hillsdale,NJ: Lawrence Erlbaum.
  • 5Lind, E. Allan and Tom R. Tyler (1988). The Social Psychology of Procedural Justice, New York: Academic Press.
  • 6Greenberg, J. (1990), Organizational Justice: Yesterday, Today and Tomorrow, Journal of Management, 16(2), 399-432.
  • 7Swan, John E. and Linda Jones Combs (1976). Product Performance and Customer Satisfaction: a New Concept. Journal of Marketing, 40 (April), 25-31.
  • 8Maddox, R. Neil (1981). Two-Factor Theory and Consumer Satisfaction: Replication and Extension. Journal of Consumer Research, 8(1), 97-102.
  • 9Caddote, E. R. and N. Turgeon. (1998). Dis-satisfiers and Satisfiers: Suggestions for Consumer Complaints and Compliments. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 74-79.
  • 10Johnston, R. (1995). The Determinants of Service Quality:Satisfiers and Dissatisfiers. International Journal of Service Industry Management, 6(5), 53-71.

共引文献118

同被引文献70

引证文献6

二级引证文献21

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部