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

中美消费者对服务补救承诺反应的差异性分析 被引量：2

An Otherness Analysis of the Reaction of Sino-American Costumers to Win-back Offer
下载PDF
导出
摘要 服务补救是服务商在服务营销中需要认真面对的问题。在经济全球化的背景下,服务业的跨地区运营使得服务企业面临更加多样化的顾客。文章以中美问卷调查方式的实证研究为基础,从满意度、社会资本、服务时间等方面比较了消费者对服务补救承诺价值反应的差异,并对企业提出有效开展服务补救的建议。 Service recovery is a question which the service provider needs to face earnestly in the service marketing. Under the background of economic globalization, the cross-regional operation of service industry entails facing diversified groups of customers. On the basic of empirical study on Chinese and American questionnaire, from the aspects of satisfaction, social capital and servicing time, this paper researches the difference of the consumer＇s reaction to win-back offer, and puts forward the suggestions to enterprises.
作者 陈姣 董瑾
机构地区 北京理工大学管理与经济学院
出处 《北京理工大学学报（社会科学版）》 CSSCI 2009年第5期67-71,共5页 Journal of Beijing Institute of Technology：Social Sciences Edition
关键词 服务失败 服务补救 服务补救承诺的价值 service failure service recovery win-back offer worth
分类号 F7 [经济管理—产业经济]
  • 相关文献

参考文献15

  • 1Mert Tokman,Lenita Davis,Katherine Lemon.The WOW factor.creating value through win-back offers to reacquire lost customers [J].Joumal of Retailing,2007 ( 1 ) :47-64.
  • 2Zeithaml Valarie A.Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence[J]. Journal of Marketing, 1988,52 (2) :2-22.
  • 3Caruso Jeff.Carriers go bonkers over bundling[M]. Network World,2003.
  • 4Kramer Staci D.Revenue good, chum bad[J]. Cable World.2002,14(40):32.
  • 5Gale Bradley T.Managing customer value: creating quality and service that customer can see[M]. New York.Free Press,1994.
  • 6Grewal Dhmv, Kent B Monroe,R Krishnan.The effects of price-comparison advertising on Buyers' perceptions of acquisition value, transaction value and behavioral intentions[J]. Journal of Marketing,1998,62(2):46-59.
  • 7Cronin Joseph J Jr, Michael K Brady, G Tomas M Huh.Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments[J]. Journal of Retailing, 2000,76(2):193-218.
  • 8Thomas Jacquelyn S, Robert C Blattberg, Edward J Fox. Recapturing lost customers[J]. Journal of Marketing Research, 2004 ( 1 ) : 31-45.
  • 9Berry Leonard L, Kathleen Seiders, Dhmv Grewal.Understanding service convenience[J]. Journal of Marketing, 2002(3):1-17.
  • 10Klompmaker Jay E, William H Rodgers, Anthony E Nygren. Value, not volume[J]. Marketing Management, 2003 (3) :45--48.

同被引文献26

  • 1薄湘平,周琴.服务补救:重建顾客满意的重要手段[J].湖南大学学报（社会科学版）,2005,19(1):58-61. 被引量：21
  • 2张圣亮,芦超.基于关系分析模型的服务补救时机策略探讨[J].科技管理研究,2006,26(1):220-222. 被引量：7
  • 3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
  • 4PhilipKofie.营销管理[M].上海:上海人民出版社,2006.
  • 5A Parasuraman,Valarie A Zeithaml,Leonard L Berry.A conceptual model of service quality and its implications for future research[J]. Journal of Marking,1985,49(Fall):41-50.
  • 6Christine Chou,Ya-Hui Hsu,Yeong-Jia Goo.Service failures and re- covery strategies from the service provider perspective[J].Asia Pacific Management Review,2009,14(2):237-249.
  • 7Christopher W L Hart,James L Heskett,W Earl Sasser.The profitable art of service recovery[J].Harvard Business Review,1990,68(4):148- 156.
  • 8Jeffrey G Blodgett, Donna J Hill,Stephen S Tax.The effects of distribu- tive,procedural,and interactional justice on post complaint behavior[J]. Journal of Retaillng,1997,73(2):185-210.
  • 9Victor Iglesias.The attribution of service failures:effects on consumer satisfaction[J].The Service Industries Journal,2009,29(2):127-141.
  • 10Mert Tokman,Lenita Davis,Katherine Lemon.The WOW factor.creating value through win-back offers to reacquire lost customers[].Jour-nal of Retailing.2007

引证文献2

二级引证文献6

北京理工大学学报（社会科学版）
2009年 第5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