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品牌形象对顾客满意度影响的解析——以中国卷烟行业为例 被引量:4

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出处 《经济理论与经济管理》 CSSCI 北大核心 2009年第8期71-75,共5页 Economic Theory and Business Management
基金 教育部"长江学者和创新团队发展计划"项目(IRT0860)
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参考文献6

  • 1E.W. Anderson, C. Fornell. Foundations of the American Customer Satisfaction Index [J]. Total Quality Management & Business Excellence, 2000 , (9) .
  • 2E.W. Anderson, M.W. Sullivan. The Antecedents and Consequences of Customer Satisfaction for Firms [J]. Marketing Science, 1993, (Spring) .
  • 3R.L. Oliver, W.S. DeSarbo. Response Determinants ion Satisfaction Judgments [J]. Journal of Consumer Research, 1988, (3) .
  • 4R.L. Oliver. A Cognitive Model of the Antecedents and Consequence of Satisfaction Decisions [J]. Journal of Marketing Research, 1980, (11) .
  • 5刘新燕,刘雁妮,杨智,万后芬.构建新型顾客满意度指数模型——基于SCSB、ACSI、ECSI的分析[J].南开管理评论,2003,6(6):52-56. 被引量:124
  • 6M.D. Johnson, A. Gustafsson, T. W. Andreassen, L. Lervik, J. Cha. The Evolution and Future of National Customer Satisfaction Index Models[J] . Journal of Economic Psychology, 2001, (4).

二级参考文献17

  • 1Johnson, M D ; Fornell, C. A Framework for Comparing Customer Satisfaction across Individuals and Product Categories. Journal of Consumer Research, 1991, 12: 267-286.
  • 2Yi, Y . A Critical Review of Customer Satisfaction. In V. Zeithaml(Ed.), Review of marketing. Chicago: American Marketing Association, 1991: 68-123.
  • 3Anderson E W ; Fornell C ; Lehmann D R . Customer Satisfaction, Market Share, and Profitability: Findings from Sweden, Journal of Marketing, 1994, 59: 53-66,.
  • 4Oliver R L . A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research,1980, 17: 460-469.
  • 5Fornell, C . A national Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, 1992, 56:6-21.
  • 6Fomell, C ; Johnson, M D ; Anderson, E W ; Cha, J ; Bryant, B E . The American Customer Satisfaction Index: Nature, Purposeand Findings. Journal of Marketing, 1996, 60: 7-18.
  • 7Johnson, M D ; Gustafsson, A ; Andreassen, T W ; Lervik, L ;Cha, J . The Evolution and Future of National Customer Satisfaction Index Models. Journal of Economic Psychology, 2001, 22:217-245.
  • 8Fishbein, M ; Ajzen, I ; Belief, Attitude. Intention, and Behavior:An Introduction to Theory and Research, U.S.A.: Reading, MA:Addison, Wesley, 1975.
  • 9Schulz, D E . Are we too Loyal to Our Concept of Loyalty. Marketing News, 1998, 32:11.
  • 10Morgan, R M , Shelhy D. Hunt. The Commitment-trust Theory of Relationship Marketing, Journal of Marketing 1994, 58: 20-38.

共引文献123

同被引文献48

引证文献4

二级引证文献15

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