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如何度量客户满意度 被引量:2

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摘要 都是搭上没有座位的公交车,却因为过程不同,在你心里的满意度大不一样,这到底是为什么?
作者 吴联银
机构地区 AMT
出处 《互联网周刊》 2003年第45期64-65,共2页 China Internet Week
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同被引文献18

  • 1简彩云.顾客满意度指数测评模型比较与借鉴[J].商业时代,2005(11):39-42. 被引量:16
  • 2陆娟,芦艳,娄迎春.服务忠诚及其驱动因素:基于银行业的实证研究[J].管理世界,2006,22(8):94-103. 被引量:47
  • 3A Parasuraman., Valarie A. Zeithaml, Leonard L., Berry. Servqual, 1988, "A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, (64),pp.14- 40.
  • 4Hsksik Lee, Yongki Lee,Dongkeun Yao, 2000,"The Determinants of Perceived Service Quality and its Relationship with Satisfaction", Journal of Services Marketing, ( 3 ),pp.217-231.
  • 5Cowlign A. Newman,K., 1999, “Banking on People:TQM, Service Quality and Human Resource”,Personnel Review, (7), pp. 25 -40.
  • 6Johnston R., 1995, “The Determinants of Service Quality: Satisfactions and Dissatisfiers”,Internntiortal Journal of Service Industry Management, (5.)pp.53-71.
  • 7Kamilia Bahia, Jacques Nantel, 2000, "Areliable and Valid Measurement Scale for the Perceived Service Quality of Banks", International Journal of Bank Marketing, (2), pp.84-91.
  • 8Harmen Oppewal, Macro Vriens, 2000, "Measuring Perceived Service Quality using Integrated Conjoint Experiments", International Journal of Bank Marketing, (4),pp.54-169.
  • 9Fornell,C., 1992,“A National Customer Satisfaction Barometer:The Swedish Experience”, Journal of Marketing, (56),6-21.
  • 10Fornell.C., Johnson M.D., Anderson E.W. Cha, J.Bryant,B. E., 1996, “The American Customer Satisfaction Index: Nature, Purpose and Findings”, Journal of Marketing, (60), pp.343-347.

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