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医院患者满意度模型与实证分析 被引量:8

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作者 王光宇
出处 《中国卫生统计》 CSCD 北大核心 2006年第6期518-520,共3页 Chinese Journal of Health Statistics
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参考文献6

  • 1Anderson EM,Claes Fornell.Foundations of the American Customer Satisfaction Index.Total Quality Management,2000,11 (7):869~882.
  • 2Claes Fomell.A national customer satisfaction barometer:The Swedish expefence.Journal of Marketing,1992,56 (1):6~20.
  • 3Anderson JC,Gerbing DW.Structural equation modeling in practice:A review and recommended two-step approach.Psychological Bulletin,1988,103:411-423.
  • 4Hausknecht DR.Measurment Scales in Consumer Satisfaction/Dissatisfaction.Journal of Consumer Stisfaction and Complaining Behavior,1990,3(3).
  • 5Bloemer JMM,Kasper HDP.The complex relationship between consumer satisfaction and brand loyalty.Journal of Economic Psychology,1995,16:311-329.
  • 6Jim Jubelirer.Customer Satisfaction Numbers do tell the whole story.Quirks Marketing Research Review,1999,10:23-45.

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