期刊文献+

关系驱动的服务性企业顾客承诺分析

下载PDF
导出
摘要 顾客的关系承诺是服务供应商赢得忠诚顾客的重要途径,影响顾客关系承诺的因素包括品牌效应、服务质量、信任、基本价值、沟通等方面,其中品牌效应、服务质量、信任是重要的影响因素。实证结果表明,金融保险业、教育业顾客承诺水平比较高。
作者 曲秋霞
出处 《商场现代化》 2011年第20期37-38,共2页
  • 相关文献

参考文献3

二级参考文献50

  • 1王淑红.基于心理契约基础上的顾客满意管理[J].中南财经政法大学学报,2005(5):124-128. 被引量:16
  • 2H.S.Becket.Notes on the concept of commitment[J].The American Journal of Sociology,1960,(66):32-42.
  • 3J.R.Hall.Social organization and apathways of commitment:Types of communalgroups,rational choice theory,and the kanter thesis[J].American Sociological Review,1988,(53):679-692.
  • 4O.E Williamson.Markets and Hierarchies:Analysis and Antitrust Implications [M].New York:Free Press,1975.
  • 5J.S.Adams.Inequity in Social Exchange [J].Advances in Experimental Social Psychology,1965,(2):267-299.
  • 6Sang Hyeon Kim.The governance mechanisms of interfirm relational exchanges:a commitment theory perspective [D].Dissertation to Hong Kong Polytechnic University for the Degree of Doctor of Philosophy,1993.
  • 7Sheth.Atul Parvatiyar Relationship Marketing in Consumer Markets:Antecedents and Consequences[J].Journal of the Academy of Marketing Science,1995,23(4):255-271.
  • 8E.Anderson,B.Weitz.The use of pledges to build and sustain commitment in distribution channels [J].Journal of Marketing Research,1992,29:18-34.
  • 9F.Robert Dwyer,Sejo Oh..Output Sector Munificence Effects on the Internal Political Economy of Marketing Channels [J].Journal of Marketing Research,1987,24(November):347-358.
  • 10Moorman.C.Zaltman,R.G.Deshpande.Relationships between Providers and Users of Marketing Research:The Dynamics of Trust within and between Organizations [J].Journal of Marketing Research,1992,29:314-329.

共引文献34

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