5-14 遭遇员工态度问题和不公平价格的顾客满意度补_省略_究_基于顾客

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《》()20095。。。12×22UPS19973。、1997,UPS15,150,UPS。,,UPS87%。UPS,,(GriffinandLowenstein,2001)。,,,,“”“”(、,2006)。,50%,,(GriffinandLowenstein,2001)。,,。,(Tok-manetal.,2007;,2007)。,,,,,,,,。?,,,(,2007;Smithetal.,1999)。(Keaveney,1995;GriffinandLowenstein,2001;,2005),(McColloughetal.,2000;、*——□*:(、)(70229001);,(70672022);“211”。107--,2007)。Smith、BoltonWanger(1999),、;GriffinLowenstein,,。,Smith、BoltonWanger(1999),,,。,Smith(1999),,。,,,。,,,,(Thomas,2004)。,,,,;,;。、、(1)(Thomasetal.,2004;,2007)。(2)(Ping,1995),(TahtinenandHalinen-Kail,1997)。(3),、、(Hartetal.,1990)。“”。(4),、、(Hartetal.,1990)。“”。(5)、(Homburgetal.,2005)。(6)(MaxhamandNetemeyer,2002)。(7),、(LarsenandBastiansen,1991)。(8),(Xiaetal.,2004)。(9)(Parasuramanetal.,1991)。(10),(Zeithamletal.,1996)。Keaveney(1995)、、、、、、、9,30%,33%,9%。GriffinLowenstein(2001)5,:、、、,。,(2005),、。,,。,。,。Hart(1990),,..108--《》()200951SATt-1→It-1→SATt→It→SATt+1→It+1Sn1,n2。,,(Gilly,1987;Zeithaml,1996)。“”。Michel(2001),1.50(1=);,1.22。“”。MaxhamNetemeyer(2002),,“”,,、。、“”。Anderson(1973),,,,“”。Smith(1999),,(、),,。,,,(GoodwinandRoss,1992),,(Max-hamIII,2001)。,,。,。“”。McCollough(2000),,。MaxhamIII(2001),,、,“”。Andreassen(2001),,,“”。,,“”“”。,。,;,,(,2006)。Tax(1998),。:,,;,,,。Smith、BoltonWanger(1999)“”。,,、,,。,()。Oliver(1980):It=f(It-1,SAT,ATTt),,(It)3:(1);(2);(3)。LaBarberaMazursky(1983),。,,。Oliver(1980),/:Pt+1=f(It-1,SAT,It),,(Pt+1)3:(1);(2);(3)。Oliver(1980)LaBarberaMazursky(1983),,(1)。Pt-1、Pt、Pt+13,、3109--。SATt-1It-1(Pt-1);SATtIt(Pt);SATt+1It+1(Pt+1)。2,Sn1,Sn2。:(,Pt-1),(SATt-1)(It-1)。(,Pt),,。,。(Pt+1),,、(Sn1)(Sn2)。,、,。,,,,。(2)。(1)It=f1(SATt,It-1,SATt-1)。(It)3:()(SATt-1);()(It-1);(SATt)。(2)SATt+1=f2(It,Sn)。(SATt+1):,。(3)It+1=f3(SATt+1)。(It+1):(SATt+1)。,。1:Pt;Pt+1。:It/≈It/;SATt+1/SATt+1/;It+1/It+1/:,(It+1≤It)。,(11%),,,。(It+1>It),,,(2),,。2:,,、。:SATt+1/Sn1SATt+1/Sn2;It+1/Sn1It+1/Sn23:,,。:SATt+1/Sn2SATt+1/Sn1;It+1/Sn2It+1/Sn14:,(a);(b),。:(a)SATt+1/Sn1SATt-1/Sn1;It+1/Sn1It-1/Sn1;(b)SATt+1/Sn2SATt-1/Sn2;It+1/Sn2It-1/Sn2。(AndersonandSullivan,1993;Andersonetal.,1994;Pattersonetal.,1997)。,:Brandr(1997)!#$%&’()*+,-.#.#2●●●●襛襚110--《》()20095。Reichheld(1995)。()。,(JonesandSasser,1995;Pattersonetal.,1997)。LaBarberaMazursky(1983),,。,,,,,;,,,,。TseWilton(1988),,,。Dod-son1978,(),;,,。,(2007),。,,;,。,,,。,。5:,:(a)、(Sn1)(It+1)(SATt+1),,;(b)(Sn2)(It+1)(SATt+1),,。6:,:(a)(Sn2)(It+1)(SATt+1),,;(b)(Sn1)(It+1)(SATt+1),,。“S”“S”,“S”“S”。Parasuraman(1985),。,,。Oliver(1980),(SRS)(SRE)(SRP)。SRESRP;SRESRP。,“”。,GoodwinRoss(1992),,;,,。,,,;,,(Oliver,1980;TseandWilton,1988);(Hartetal.,1990)。,,。“S”,,,“”;,“”。,“”“”(LoomesandSudgen,1982)。,。,。,。7:(Pt+1),,(It+1)(SATt+1),;,(It+1)111--(SATt+1),。,(),LevesqueMcDougall(2000),,,。,“”。,,(Michel,2001;Gilly,1987;Zeithaml,1996)。,(),,,,()(,2008)。、,。(“S”):,S;(KahnemanandTver-sky,1979),。“S”,(MittalandBaldasare,1998;Olivaetal.,1992)。,,,,“S”。,。8:(Pt-1),,(It-1)(SATt-1),;,(It-1)(SATt-1),。、,,。,。Hoffman(1995)(2002)。12,“”“”,“”。,,“”,“”。GustafssonRoos(2005),3;James(2002),3;Baker(2002),3。,7。2,;,。,,,。,。(5)、(11)(8),240,。,4,,(10)。,4,,4。:(1),,,,,。、,。(2),,,30%~50%;,,,,。。(3),,,、(),,112--《》()200952:a:p0.01;b:p0.05。。,,2:\,:“,,?”“,,?”,:“,20,30,”;“20,30,”。,。(4),。,,,。,。。260,3217,108(13),109(11);、、,,43。,,,,,3。SPSS11.5(FactorAnalysis)。,。,,Cronbach’sAl-pha0.70,。Item-totalcorrela-tion,0.6~0.8。,KMO0.6Cumu-lative%60%,。,,。1。、1,Pt;Pt+1。,(It+1<It),,24;,(It+1>It),193。,(2):Pt(p>0.05);Pt+1(SATt+1=4.164)(p0.01)(SATt+1=2.693);Pt+1(It+1=4.394)(p0.01)(It+1=2.413)。LaBarberaMazursky(1983)。,1。23。(3):,,(Diff=0.7304,p0.01),(Diff=0.6328,p0.01);113--4T:a.p0.01;b.p0.05()t-test,,。5SATt+1It+1:P0.010.01;P0.050.05。3:a:p0.01;b:p0.05。,(Diff=0.4896,p0.01),(Diff=0.3402,p0.05)。Smith、BoltonWanger(1999):,,,,。,23。“T”4。(4):,(Diff=0.19,p0.05)(Diff=0.57,p0.01);,(Diff=0.35,p0.05)(Diff=0.62,p0.01)。4。5(a):,,、(Sn1)(It+1)(SATt+1),,。,(1)(2):I(t+1)i=b0+b1SAT(t+1)i+ε(1)I(t+1)i=b0+b1SAT(t+1)i+b2SAT(t+1)i2+ε(2)I(t+1)i,i,SAT(t+1)ii,b0,b1、b2,ε。SPSS13.0,(F=57.05,R2=0.56,P0.01),b1,0(b1=0.75;p0.01),。(5:QuadraticMode1)(F=36.69,R2=0.63,P0.01),,。(b2=0.301,P0.01),(3)。Higgins(2000),,,,。Higgins(2000)。5(a)。,5(b):,,(Sn2)(It+1)(SATt+1),,。(F=100.19,R2=0.68,P0.01),b1,0(b1=0.83;p0.01),。(5:QuadraticMode2)(F=59.39,R2=0.72,114--《》()20095  It+1It+1SATt+1SATt+14SATt+1It+16SATt+1It+1:P0.010.01;P0.050.05。P0.01),,。(b2=-0.25,P0.05),,(3)。Smith、BoltonWanger(1999)(perceivedjustice)、(disconfirmation),,。,。5(b)。6(a):,,(Sn2)(It+1)(SATt+1),,。(F=

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