感知实绩_顾客满意与顾客忠诚_微观层次上的审视

,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,!,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,!∀,,,,,,,,,,,,,,,,,Claes.ANationalCustomerSatisfactionBarometer:TheSwedishExverience.JournalofMarketing.NewYork:Jan1992,56(1):6,Claes;Johnson,MiohaelD,srome:Sat-isfaeti,P,andFindings.JournalofMarket-ing,0,60(4):7,EligeneW.:Fornell,Claes.CusromerSatisfa,MarketShare,andProfitability:Findin,Jul1994,58(3):53,Jli;tin.AsCustomers(;o,50GoesrheDow.Fortune,Feb1998,137(3):168,,,,1996,9.16]Frederi,ReiohheldF.withThomasTeal.TheLoyaltyEffeot:TheHiddenForeeBehindGrowth,Profits,andLastingValue.B(,1996.,P.J.;Rust,R.T,1996,3(2):63,,,2002,2.,Riehar,1980,(17):460,GilhertA.;Jr.an,Nov1982,(19):491,DavidK.:PeterC.Wilton.ModelsofConsumefSatisfaotion:AnExtension,JournalofMarketingReseareh,M,(25):204,J,Prentiee,UpperSaddleRiver,NJ,1996.,I,;parasllraman,A,,ality.Journal,1996,(60):31,,;t,R.T.:Williams,D.C.HowLengthofPatronageAfle,1994,(7):107,H.K,,t.,reResear,alizationandMeaslirementofCustomerSati,ed.H.K.Hunt,L.H,1998.f17]Olive,ntheConsumer.NewYork:MeGraw,1997.,RobertB.:D.SoottClemons:DavidW.S,SarahF.(,torioalPer,merSatisfaotion,DissatisfaotionandComplainingBehavior,1991,(4):103,PersP,1972-[201Westhmok,RohertA:MiehaelD.Reilly.Value,1983,(10):256,,,,,,,,,,,,,,CustomerSatisfaetionandLoyaltyZhangXin,an,,ZhoGuofengAbstractTheresearehintoCustometsatisfaetionhasbeenProgressingraPidlyfueledbysatisfaetion,inwhiehtheIoyalty15eonsideredastheProxybetweensatisfaetionandProfitability.Howeve,inwhiehtherelationshiPbetweenPereeivedPerformanee,eustomersatisfaetionandIoyalty15examinedusinglikelihoodofrePurchase,likelihoodofreeommendationandrePutationasthemediatingvariables.Theresultsshowthatthere15noevideneesuPPortthedireeteffectftomsatisfaetiontoloyaltyHenee,theauthorseoneludethatfirmsshouldmaketheirmarketingstrategybeyondthePersPeetivesofPerceivedPerformaneeandeustomersatisfaetion,andimProveeustomerloyaltythroughmultiPleasPects.KeyWordsPereeivedPerformanee:CustomerSatisfaetion:CustomerLoyalty:RePutation;LikelihoodofReeommendationNan,1998.,PatriokSullivan.DevelopingaModelforManag-ingIntelleotualCapiral,EuropeanManagemen,1996,14(4).[3],,,2002,(4).[4],,20()2,(9).15],2(,(]0).I6],,2002.[v],,2,(2).,,,,,,,suehfaetorsasthedePloymentstateofintellectualeaPitalortheeffiehentuseoftheeaPitalandeeonomielifePeriodand50onshouldalsobetaken,theinformationeoneerningtheIoealmixorsmgleintelleetualeaPitalitemshouldbeProvided.ThefinalPartofthisartielerelatestothemeasurementmethodbasedonthisidea.KeyWordsIntellectualCapital:Value;MeasurementMethod51