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试论顾客惊喜价值 被引量:1

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摘要 本文在顾客惊喜和顾客价值概念的基础上,提出了顾客惊喜价值的概念,提出了顾客惊喜价值的特点,探索性地对顾客惊喜价值进行了分类。以期指导企业实现顾客惊喜价值。
作者 陈树公
机构地区 福建行政学院
出处 《生产力研究》 CSSCI 2004年第12期186-188,共3页 Productivity Research
  • 相关文献

参考文献7

  • 1Richard L, Oliver. Roland T, Rust, Sajeev Varki,1997,Customer delight:foundations,findings.and managerial insight.Journal of Retailing,73.311-336.
  • 2Kurt Matzler,hans H.Hinterhuber,1998.How to product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment, Technovation,18,25-38.
  • 3B·约瑟夫·派恩 詹姆斯·H·吉尔摩.体验经济[M].北京:机械工业出版社,2002..
  • 4白长虹,廖伟.基于顾客感知价值的顾客满意研究[J].南开学报(哲学社会科学版),2001(6):14-20. 被引量:185
  • 5克里斯廷·格罗鲁斯.服务管理与营销——基于顾客关系的管理策略[M].北京:电子工业出版社,2002..
  • 6菲利普·科特勒.营销管理——分析、计划、执行和控制[M].上海:上海人民出版社,1999..
  • 7杰姆·G·巴诺斯.客户关系管理成功奥妙——感知客户[M].北京:机械工业出版社,2002..

二级参考文献16

  • 1Cardozo, Richard N, "An Experimental Study of Customer Effort, Expectation, and Satisfaction", Journal of Marketing Research, 1965,2 (August).
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  • 4Anderson, E.W. and Fornell, C, "A customer satisfaction research prospectus", in Rust, R.T. and Oliver, R. L. (Eds), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, 1994.
  • 5Fornell, C, "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, 1992, 56 (January).
  • 6Oliver, Rust, Varki, "Customer Delight: Findings, and Managerial Insight", Journal of Retailing, 1997,73(3).
  • 7Schneider, Bowen,"Understanding customer delight and outrage", Sloan Management Review, 1999, 41.
  • 8Oliver, "Conceptual issues in the structural analysis of consumption emotion, satisfaction and quality: Evidence in a service setting", Advances in Consumer Research, 1993,21.
  • 9Ostrom and Lacobucci, "Consumer trade—off and the evaluation of services", Journal of Marketing, 1995,59(January).
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共引文献253

同被引文献3

  • 1Robert Johnston, 1995,"The Zone of Tolerance Exploring the Relationship between Service transactions and Satisfaction with the Overall service", International Journal of Service Industry Management, vol.5 No 2,pp.45~61.
  • 2克里斯廷·格罗鲁斯.《服务管理与营销——基于顾客关系的管理策略》,电子工业出版社,2002年.
  • 3[美]泽丝曼尔·比特纳.《服务营销》,机械工业出版社,2002年.

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