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关于酒店业顾客抱怨行为的研究

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摘要 本论文根据酒店企业对顾客抱怨的感知度的独特视角将顾客抱怨行为分为隐性抱怨和显性抱怨,并提出了使隐性抱怨转化为显性抱怨的建议。
作者 张玉
机构地区 大连大学经济管理学院
出处 《商场现代化》 2009年第9期113-114,共2页
关键词 酒店业 顾客抱怨行为 显性抱怨 隐性抱怨
分类号 F719 [经济管理—产业经济]
  • 相关文献

参考文献5

  • 1Day, Palph L. and Laird Landon. Toward a Theory of Consumer Complaining Behavior, fn Arch G. Woodside, Jagidsh N, Sheth, and Peter D. Benett(eds.)[J].Consumer and Industrial Buying Behavior. New York:North--Holland. ]977:426--437
  • 2Day, Ralph L. Modeling choices among alternative responses to dissatisfaction in consumer research[J].Advances in Consumer Research, 1984,11:469--471
  • 3Singh Jagdip. Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues[J].Journal of Marketing. Chicago. 1988, 1,Vol. 52, Iss.1:93-- 109
  • 4彭建军.酒店顾客抱怨行为影响因素研究[J].旅游学刊,2005,20(6):35-38. 被引量：22
  • 5范秀成,赵先德,庄贺均.价值取向对服务业顾客抱怨倾向的影响[J].南开管理评论,2002,5(5):11-16. 被引量：67

二级参考文献41

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  • 5Richins, Marsha L. Factors affecting the level of consumer initiated complaints to marketing organization, in consumer satisfaction,dissatisfaction and complaining bloomington, eds. [ J ]. Bloomington,IN: BBA, 1985.82 - 87.
  • 6Singh Jagdip. Idenifying consumer dissatisfaction response style: an agenda for future research [ J ]. European Journal of Marketing,1990,24(6) :55 - 73.
  • 7Singh Jagdip. Voice, exit, and negative word-of-mouth behaviors: an investigation across three service categories [ J ]. Journal of the Academy of Marketing Science, 1990,18 ( 1 ): 1 - 15.
  • 8Day, Ralph L. Modeling choices among alternative responses to dissatisfaction in consumer research [ J ]. Advances in Consumer Research, 1984,11:469 - 471.
  • 9Jeffrey G Blodgett, Kirk L Wakefield, James H Barnes. The effects of customer service on consumer complaining behavior [ J ]. Journal of Services Marketing, 1995,9: 31 - 42.
  • 10Day,Ralph L,Laird Landon. Toward a theory of consumer complaining behavior[ A]. Arch G. Woodside, Jagdish N. Sheth, Peter D. Benett,ed. Consumer and Industrial Buying Behavior[ C]. New York:NorthHolland, 1977. 426 - 437.

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商场现代化
2009年 第9期

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