大型超市商店形象对顾客满意与忠诚的影响研究

浙江大学硕士学位论文大型超市商店形象对顾客满意与忠诚的影响研究姓名：王海群申请学位级别：硕士专业：企业管理指导教师：戚译20060401大型超市商店形象对顾客满意与忠诚的影响研究作者：王海群学位授予单位：浙江大学参考文献(99条)1.AakerDAMeasuringBrandEquityAcrossProductsandMarkets1996(03)2.AhmadAAproposedmodelofconsumerloyaltyintheretailingsectorbasedontheKuwaitiexperience2002(07)3.AndersonEW.FornellC.LehmannDRCustomersatisfaction,marketshare,andprofitability:findingsfromSweden1994(03)4.ArchnaV.AudheshPPrivatelabelbrandimage:itsrelationshipwithstoreimageandnationalbrand2006(01)5.AronsLDosetelevisionviewinginfluencestoreimageandshoppingfrequency1961(03)6.AthanassopoulosABehaviouralresponsestocustomersatisfaction:anempiricalstudy2001(5-6)7.BakerJ.ParasuramanA.GrewalDTheinfluenceofmultiplestoreenvironmentcuesonperceivedmerchandisevalueandpatronageintensions2002(02)8.BellSJImageandconsumerattractiontointraurbanretailareas:anenvironmentalpsychologyapproach1999(06)9.BeiLT.ChiaoYCAnintegratedmodelfortheeffectsofperceivedproduct,perceivedservicequality,andperceivedpricefairnessonconsumersatisfactionandloyalty2002(15)10.BemdapudiN.BerryLLCustomers'MotivationsforMaintainingRelationshipswithServiceProviders1997(01)11.BloemerJ.RuyterKOntherelationshipbetweenstoreimage,storesatisfactionandstoreloyalty1998(5-6)12.BloemerJ.OdekerkenSGStoresatisfactionandstoreloyaltyexplainedbycustomerandstore-relatedfactors2002(15)13.BradyMK.RobertsonCJ.CroinJJManagingBehavioralIntensionsindiverseCulturalEnvironments:AnInvestigationofServiceQuality,ServiceValue,andSatisfactionforAmericanandEcuadorianFast-FoodCustomers2001(07)14.BurnhamTA.FrelsJK.MahajanVConsumerswitchingcosts:atypology,antecedents,andcosequencess2003(02)15.CadotteER.WoodruffRB.RogerLJExpectationsNormsinModelsofConsumerSatisfaction1987(03)16.CapraroAJ.BroniarczykS.SrivastavaRKFactorsinfluencingthelikelihoodofcustomerdefection:theroleofconsumerknowledge2003(02)17.CardozoRNAnExperimentalStudyofConsumerEffort,ExpectationandSatisfaction1965(03)18.ChangCH.TuCYExploringStoreImage,CustomerSatisfactionandCustomerLoyaltyRelationship:EvidencefromTaiwaneseHypermarketIndustry2005(02)19.ChurchillGA.SurprenantCAninvestigationintothedepernmentofcustomersatisfacton1982(04)20.ChristopherDHAnalysisofaffectiveandfunctionaldimensionsofE-tailorimageasantecedentstoonlinesearchmotives,involvement,andpurchaseintensions:Anempiricaltestandexplanation200121.CunninghamRMBrandLoyalty-What,Where,HowMuch1956(01)22.DickAS.BasuKCustomerLoyalty:TowardsanIntegratedConceptualFramework1994(02)23.DonovanRJ.RossiterJRStoreAtomosphere:AnEnvironmentPsychologyApproach1982(01)24.DoyleP.FenwichLHowStoreImageAffectsShoppingHabitsinGroceryChains1974(50)25.EugeneS.FamieLBAnexaminationoftherelationshipbetweenservicequality,customersatisfaction,andstoreloyalty2001(02)26.FiskGAconceptualmodelforstudyincustomerimage1962(04)27.FornellCANationalCustomerSatisfactionBarometer:TheSwedishExperience1992(01)28.FournierS.DavidGMRediscoveringSatisfaction1999(04)29.GronroosC.RavaldAThevalueconceptandrelationshipmarketing1996(02)30.HempelDJConsumersatisfactionwiththehomebuyingprocess:conceptualizationandMeasurement197731.HansenRA.DeutscherTAnEmpiricalInvestigationofAttributeImportanceinRetailStoreSelection1977(04)32.JhinukC.JamesR.RajeshSAlternativemodesofMeasuringstoreimage:AnempiricalassessmentofstructuredversusunstructuredMeasures1998(02)33.JonesTO.SasserWEWhySatisfiedCustomersDefect1995(06)34.JuhlHJ.KristensenK.QstergaardPCustomersatisfactioninEuropeanfoodretailing2002(09)35.KeaveneySM.HuntKAConceptualizationandOperationalizationofRetailStoreImage:ACaseofRivalMiddle-LevelTheories1992(02)36.KellyJP.HuntHK.SamliACImprovingtheretailperformancebyconstrastingmanagement-andcustomer-perceivedstoreimages:Adiagnostictoolforcorrectiveaction1998(01)37.KooDong-MoInter-relationshipsamongStoreImages,StoreSatisfaction,andStoreLoyaltyamongKoreaDiscountRetailPatrons2003(04)38.KunkelJH.BerryLLAbehavioralconceptionofretailimage1968(04)39.LacziniakRN.DeCarloTE.MotleyCMRetailEquityPerceptionsandConsumers'PerceptionsofNegativeWord-of-MouthCommunication1996(04)40.LaurentG.KapfererJMeasuringConsumerInvolvementProfiles1985(01)41.LindquistJDMeaningofimage:aSurveyofEmpiricalandHypotheticalEvidence1974(04)42.MacintoshG.LockshinLSRetailRelationshipsandStoreLoyalty:AMulti-levelPerspective1997(05)43.MartensenA.GronholdtL.KristensenKThedriversofcustomersatisfactionandloyalty:Cross-industryfindingsDenmark2000(4-6)44.MartineauPThepersonalityoftheretailstore1958(01)45.MazurskyD.JacobyJExploringtheDevelopmentofStoreImages1986(02)46.MitchellVWRe-conceptualizingConsumerStoreImageProceingUsingPerceivedRisk2001(02)47.MittalV.KamakuraWASatisfaction,repurchaseintent,andrepurchasebehavior:investigatingthemoderatingeffectofcustomercharacteristics2001(01)48.MorganRM.HuntSDThecommitment-trusttheoryofrelationshipmarketing1994(03)49.OliverRLAcognitivemodeloftheantecedentsandconsequencesofsatisfactiondecisions1980(04)50.OliverRLMeasurementandevaluationofsatisfactionprocessinretailsetting1981(03)51.OliverRL.SwanJEConsumerPerceptionsofInterpersonalEquityandSatisfactioninTransactions:AFieldSu