航班延误补救与顾客满意度及行为意向关系研究

浙江大学硕士学位论文航班延误补救与顾客满意度及行为意向关系研究姓名：张励申请学位级别：硕士专业：企业管理指导教师：胡介埙20060401航班延误补救与顾客满意度及行为意向关系研究作者：张励学位授予单位：浙江大学参考文献(101条)1.AndersonREConsumersatisfaction:theeffectofdisconfirmedexpectancyonperceivedproductperformance1973(02)2.AndreassenWAntecedentstosatisfactionwithservicerecovery1998(1-2)3.BellCR.ZemkeREServicebreakdown:theroadtorecovery19874.BiesRJ.ShapiroDLInteractionalfairnessjudgments:theinfluenceofcausalaccounts1987(01)5.BitnerMJEvaluatingserviceencounters:theeffectsofphysicalsurroundingsandemployeeresponses19906.BitnerMJ.BrownSW.MeuterMLTechnologyinfusioninserviceencounters2000(01)7.BitnerMJ.BoomsBM.MohrLACriticalserviceencounters:theemployee'sviewpoint1990(04)8.BitnerMJ.BoomsBM.TetreaultMSTheserviceencounter:diagnosingfavorableandunfavarableincidents1990(01)9.BitnerMJ.HubbertRAEncountersatisfactionversusoverallsatisfactionversusquality:thecustomer'svoice199410.BlodgettJG.GranboisDH.WaltersRGTheeffectsofperceivedjusticeoncomplainant'snegativeword-of-mouthbehaviorandrepatronageintentions1993(04)11.BlodgettJF.HillDJ.TaxSSTheeffectsofdistributive,procedural,andinteractionaljusticeonpostcomplaintbehavior1997(02)12.BouldingW.KalraA.StaelinRAdynamicprocessof.servicequality:fromexpectationstobehavioralintentions199313.CannieJKAchievingzerodefection199414.ChurchillGA.SuprenantCAninvestigationintothedeterminantsofcustomersatisfaction1982(19)15.ClemmerEC.SchneiderBFairservice199616.CroninJJ.TaylorSAMeasuringservicequality:are-examinationandextension1992(56)17.CroninJJ.TaylorSAServiceperformanceversusservicequality:areexaminationandextension1994(01)18.DayRLResearchperspectiveonconsumercomplainingbehavior198019.DayRL.LandonELCollectingcomprehensiveconsumercomplainingdatabysurveyresearch197720.FirnstahlTWMyemployeesaremyserviceguarantee198921.FiskRP.BrownSW.BitnerMJTrackingtheevolutionoftheservicesmarketingliterature1993(01)22.FolkesVSCustomerreactionstoproductfailure:anattributionalapproach1984(03)23.FolkesVS.KoletskyS.GraharnJLAfieldstudyofcausalinferencesandconsumerreaction:theviewfromtheairport1987(03)24.FolkesV.KotsosBBuyers'andsellers'explanationsforproductfailure:whodoneit?1986(02)25.GoodwinC.RossIConsumerresponsestoservicefailures:influenceofproceduralandinteractionalfairnessperceptions199226.GreenbergJEmployeetheftasareactiontounderpaymentinequity:thehiddencostofpaycuts1990(05)27.GronroosCServicequality:thesixcriticalofgoodperceivedservicequality1988(04)28.HartCWL.HeskettJL.SasserWETheprofitableartofservicerecovery1990(7-8)29.HeskettJL.JonesTO.LovemenGWPuttingtheservice-profitchaintowork1994(02)30.HoffmanDK.KelleySW.RotalskyHMTrackingservicefailuresandemployeerecoveryefforts1995(02)31.JonesT.SasserWWhysatisfiedcustomersdefect1995(11-12)32.KeaveneySMCustomerswitchingbehaviorinserviceindustries:anexploratorystudy1995(04)33.KelleySW.DavisMAAntecedentstocustomerexpectationsforservicerecovery1994(01)34.KelleySW.HoffmanKD.DavisMAAtypologyofretailingfailuresandrecovery1993(04)35.LaBarberaPA.MazurskyDAlongitudinalassessmentofconsumersatisfaction/dissatisfaction:thedynamicprocessofthecognitiveprocess1983(12)36.LevesqueTJ.McDougallGHGServiceproblemsandrecoverystrategies:anexperiment2000(01)37.LindAE.TylerTRThesocialpsychologyofproceduraljustice198838.MaisterDThepsychologyofwaitinglines198539.MattilaASTheimpactofservicefailuresoncustomerloyalty2004(02)40.MattilaAS.PattersonPTheimpactofcultureonconsumers'perceptionsofservicerecoveryefforts200441.MaxhamJGServicerecovery'sinfluenceonconsumersatisfaction,positiveword-of-mouth,andpurchaseintentions200142.McColloughMA.BerryLL.YadavMSAnempiricalinvestigationofconsumersatisfactionafterservicefailureandrecovery2000(02)43.McColloughMA.BharadwajSGTherecoveryparadox:anexaminationofconsumersatisfactioninrelationtodisconfirmation199244.OliverRLAcognitivemodeloftheantecedentsandconsequencesofsatisfactiondecisions1980(11)45.OliverRLSatisfaction:abehavioralperspectiveontheconsumer199746.OliverRL.DeSarboWSResponsedeterminantsinsatisfactionjudgements198847.OliverRL.SwanJEConsumerperceptionsofinterpersonalequityandsatisfactionintransactions:afieldsurveyapproach1989(04)48.ParasuramanA.ZeithamlVA.BerryLLAconceptualmodelofservicequalityanditsimplicationsforfutureresearch198549.RechheldFF.SasserWEZerodefections:qualitycomestoservices199050.RichinsMLNegativeword-of-mouthbydissatisfiedconsumers:apilotstudy198351.RichinsMLAmultivariateanalysisofresponsestodissatisfaction198752.SeidersK.BerryLLServicefairness:whatisitandwhyitmatters199853.SinghJConsumercomplaintintentionsandbehavior:definitionalandtaxonomicalissues1988(01)54.SinghJExit,voice,andnegativeword-of-mouthbehaviors:aninvestigationacrossthreeservicecategories1990(04)55.SmithAKCustomersatisfactionwithserviceencountersinvolvingfailureandrecovery:anintergrativemodelofexchange199756.SmithAK.BoltonRN.WagnerJAmodelofcustomersatisfactionwithserviceencountersinvolvingfailureandrecovery1999(08)57.SoderlundMCustomersatisfactionanditsconsequencesoncustomerbehaviourrevisited:theimpactofdifferentlevelsofsatisfactiononword-of-mouth,feedbacktothesupplier