期刊文献+
任意字段
题名或关键词
题名
关键词
文摘
作者
第一作者
机构
刊名
分类号
参考文献
作者简介
基金资助
栏目信息

以数据挖掘提升企业服务补救能力 被引量：1

Data Mining Promoting the Capability of Service Recovery
下载PDF
导出
摘要 数据挖掘是当前国际上数据库和决策支持分析领域最前沿的研究方向之一。结合数据挖掘技术的特点和服务补救对信息的要求,本文探讨了数据挖掘在服务补救中的具体应用,提出了未来发展的方向。 Data mining is one of the most advanced research directions of data warehouse and decision support analysis nowadays. Tiffs paper analyzed the needs of information in service recovery and the characteristics of data mining. Finally, the paper discussed the principal applications of data mining in service recovery and proposed the direction of future.
作者 郑丹
机构地区 青岛大学国际商学院
出处 《现代情报》 2009年第1期188-190,193,共4页 Journal of Modern Information
关键词 数据挖掘 服务补救 顾客满意 信息分析 data mining service recovery consumer satisfaction information analysis
分类号 TP274.2 [自动化与计算机技术—检测技术与自动化装置] F719 [经济管理—产业经济]
  • 相关文献

参考文献10

  • 1万安华 ,王绵森 ,毛卫华 .数据挖掘技术的理论及应用[J].大学数学,2004,20(6):111-114. 被引量：5
  • 2Bell C R. and Zemke R E. Service breakdown: the road to recovery [J]. Management review, 1987, 76 (10): 32-35.
  • 3Andreasen A R, and Best A. Customer complaint - does business respond? [J]. Harvard Business Review, 1977, 55 (4): 93-101.
  • 4Hart C W L., Heskett J. L, and Sasser W E. The Profitable art of service recovery [ J ]. Harvard Business Review, 1990, 68 (4) : 148- 156.
  • 5克里斯廷·格罗鲁斯.服务管理与营销(第二版,韩经纶等译)[M].北京:电子工业出版社,2002:85.
  • 6于坤章,李尤,殷玉婷.服务补救对顾客忠诚度的影响机理探析[J].财经理论与实践,2008,29(2):104-107. 被引量：5
  • 7赵平,莫亚琳.中国耐用消费品行业顾客抱怨行为研究[J].清华大学学报（哲学社会科学版）,2002,17(2):32-38. 被引量：33
  • 8詹姆斯A.菲茨西蒙斯,等.服务管理--运营、战略和信息技术[M].张金成,等译.北京:机械工业出版社,2000:211.
  • 9Tax S S, and Brown S W. Recovering and learning from service failure [J]. Sloan Management Review, 1998, 40 (1): 75-88.
  • 10Parasuraman A, Berry L L, and Zeithaml V A. Understanding customer expectation of service [J]. Sloan Management Review, 1991, 32 (3): 33-46.

二级参考文献21

  • 1张银奎.数据挖掘原理[M].北京:机械工业出版社,2003..
  • 2范明 等.数据挖掘概念与技术[M].北京：机械工业出版社,2001..
  • 3黄金才,等.数据挖掘技术[M].北京:北京工业大学出版社,2002:189-205.
  • 4Raymond R. Liu, Peter McClure. Recognizing crossculture differences in consumer complaint behavior and intentions, an empirical examination [J]. Journal of Consumer Marketing, 2001, Vol. 18, Issue 1.
  • 5Jagdip Singh, Robert E Wilkes. When consumers complain: a path ananlysis of the key antecedents of consumer complaint response estimates [J]. Journal of the Academy of Marketing Science, 1996, Vol 24,Fall, p. 350.
  • 6Nancy Stephens, Kevin P Gwinner. Why don't some people complain? a cognitive emotive process model of consumer complaint behavior [J]. Journal of the Academy of Marketing Science, 1998, Vol. 26, Summer, pp. 172 - 189.
  • 7Kau Ah Keng, Daleen Richmond, Han Serene. Determinants of consumer complaint bebavior: a study of Singapore consumers [J]. Journal of International Consumer Marketing, 1995, Vol. 8, lssue 2, p. 59.
  • 8Bradford, V-W Mitchell. Handling consumer complaint information: why and how? [J]. Logistics Information Management, 1993, Vol.6, Issue 3, pp. 20-26.
  • 9Marcela Valente. Consumers complain at cost of privatization [J]. Inter Press Service, 1998, March, p. 1.
  • 10Anonymous. Complaint handling can increase customer loyalty [J]. Management Today, 1998, December, p.11.

共引文献43

同被引文献13

  • 1李琪.企业技术创新能力评价指标体系及评价模型研究[J].科学学与科学技术管理,2004,25(8):96-100. 被引量：53
  • 2王珂,何谦,汪照.服务失败和服务补救下的顾客满意度研究综述[J].科技管理研究,2006,26(12):238-240. 被引量：6
  • 3Desatnick Robert L.Managing Customer Service for the 21st Century[J].Journal for Quality and participation.1994,17(3):30-35.
  • 4Hsekett,J.L,Sasser,W.E.and Schleringer,L.A.(1997),The service Profit Chain:How Leading Companies Link Profit and Growth to Loyalty,Satisfaction,and value,New York:Eree Press.
  • 5Davidow,Moshe.Organizational Responses to Customer Com-plaints:What Works and What Doesn't.Journal of Service Re-search,2003,5(3):225-250.
  • 6Levesque T J,McDongall G.service Problems and Recocery Strategies:An exoeriment[J].Canadian Journal of Administrative Sciences,2000,17(1):20-37.
  • 7FOLKES V S.Consumer Reactious to Product Fail-ure:An Attribution Approach[J].Jonrnal of Con-sumer Research,1984,10(3):390-415.
  • 8Michael A.McCollough,Leonard L.Berry and Manjit S.Ya-day.An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery[J].Journal of Service Rese,2000.
  • 9Zeithaml V,Berry L,Parasuraman A.Communication and Control Processes in the Delivery of Service Quality[J].Journal of Marketing,1988,52(4):36.
  • 10Collie,T.A.,Sparks,B.,Bradley,G.Investing in Interactional Justice:A Study of Fair Process Effect within a Hospitality Failure Context[J].Journal of Hospitality and Tourism Research,2000,24(4),448-472.

引证文献1

现代情报
2009年 第1期

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