顾客参与量表的构建和研究

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Vol.22No.032010(,100037),,,。,,,、、。,。;;;:2008-03-24:,,。Gronroos,2000Zeithaml,1981。。。2070Lovelock&Young1979。。。。。1、。GreenwaldLeavit1985Dabholkar1990File1992。Cermak1994。。MillsMorris1986。Kelley1990LarssonBowen1989Lengnick-Hall1996。KarthikNamasivayam2003。78MANAGEMENTREVIEWVol.22No.032010。。。。2、。SilpakitFisk1985、mental、physicalemotionaleffortinvolvement。。、。、。。Dabholkar1990。。Kellogg1997“”1preparation、。2relationshipbuilding、、、、。3informationexchangebehaviors。4interventionbehaviors:。EnnewBinks(1999)1InformationSharing。“”。2Responsiblebehavior。(co-producer)。。3PersonalInteractiontrust、reliability、support、cooperationcommitment。。KurtzClow,1998。AlisonE.Lloyd20031PerceivedEffort2TaskDefinition3Information-seeking。EnnewBinks1999。Cermak1994CermakFilePrince、。YoungdahlKellogg1997123EnnewBink1999。、。、。。79Vol.22No.0320101。2。3。Claycomb2001。Hubbert1995。Hubbert1995。Claycomb2001attendence、informationprovisionco-production。、9。5。3。。HsiuJu2004。。。。Hubbert1995。。。。。。、。。1、。。。1。Kellogg1997CriticalIncidentTechniqueCIT①preparation②relationshipbuilding③informationexchangebehaviors④interventionbehaviors。、。2。。“”。3。。。co-producer。。。80MANAGEMENTREVIEWVol.22No.0320104。EnnewBinks1999。trust、reliability、support、cooperationcommitment。2、。、。。20056。。。。Claycomb。3、200510200183。141、2、3、4。2。3215175.5%。4、、、。。CorrectedItem-TotalCorrectionCITC。CITCCronbach’α2002CITC0.4。Churchill1979Kohileetal.1993Parasuraman1988Item-totalcorrelation0.4α。。B01、B02、B04、B05C02、C04、C05、C10、C12D01、D05、D06、D08、D09、D10、D11E041717。5、。。。SPSS12.0KMO0.778Bartlett’ssig=.0000.05。KaiserKaiser19601Varimax0.4。。161.18%。。10.5。。。“”。“”“”。“”。6、176581Vol.22No.03201033。。。7、Cronbach’α。Nunnally1978、Nunnally&Berntein1994Cronbach’α0.7。0.882Cronbach’α0.830,0.7960.8170.721。Cronbach’α0.7,。ValidityBarbie,1998,。。。。Anastasi1990。SPSS。0.5。8、。。。LISREL8.50。1。。χ2/df1.29χ2/df1225CarminesMclver,1981。RMSEA0.061RMSEA0.050.050.080.080.1。GFIAGFI0.920.91。。1B07.80621.135%B09.745B06.727B08.715B03.677B10.594C15.85316.374%C14.819C08.669C13.571C11.531D03.82312.417%D12.756D02.612E01.78311.255%E02.714E07、.66682MANAGEMENTREVIEWVol.22No.032010。。EFACFA、、。。。。。。1、、、、、、。、、。。、、。。2、、。183Vol.22No.032010。、。、、。。。3、Remy&Kopel2002economiclinkingsociallinking。。。。。。“”。、。。1、1。。、、。2。。。2、1。2、。3、、。4、。。[1]AlisonE.Lloyd.TheRoleofCultureonCustomerParticipationinServices[D].HongKongPolytechnicUniversity,2003[2]Cermak,DianneS.P.,KarenMaruFile,andRussAlanPrince.CustomerParticipationinServiceSpecificationandDelivery[J].JournalofAppliedBuisnessResearch,1994,10(2):90-100[3]Claycomb,C.,Lengnick-Hall,C.A.&Inks.L.W.TheCustomerAsaProductiveResources:ApilotStudyandStrategicImplications[J].JournalofbuisnessStrategies,2001,18(1):47-68[4]ChristineT.Ennew,MartinRBinks.ImpactofParticipativeServiceRelationshiponQuality,SatisfactionandRetention:AnExploratoryStudy[J].JournalofBuisnessResearch,1999,46(2):121-132[5]Churchill,G.A.Jr.Aparadigmfordevelopingbettermeasuresofmarketingconstructs[J].JournalofMarketingResearch,1979,16(2):64-73[6]Dabholkar,Pratibha.HowtoImprovePerceivedServiceQualitybyImprovingCustomerParticipation,inDevelopmentsinMarketingScience,B.J.Dunlap,ed.Cullowhee,NC:AcademyofMarketingScience,1990[7]Greenwald,A.G.&Leavitt,C.CognitiveTheoryandAudienceInvolvement.InL.Alwitt&A.Mitchell(eds.)Psychologicalprocessesandadvertisingeffects,LawrenceErlbaum,Hilldale,NJ,1985:221-240[8]Gr觟nroos,C.ServiceManagementandMarketing:ACustomerRelationshipManagementApproach[M].Wiley,Chicnester,200084MANAGEMENTREVIEWVol.22No.032010[9]HsiuJu,RebeccaYen,KevinP.Gwinner,WanruSu.TheImpactofCustomerParticipationandServiceExpectationonLocusAttributionsFollowingServiceFailure[J].InternationalJournalofServiceIndustryManagement,2004,15(1):7-26[10]KarthikNamasivayam.,TheConsumeras“TransientEmployee”:ConsumerSatisfactionThroughtheLensofJob-Performancemodels[J].InternationalJournalofServiceIndustryManagement,2003,14(4):420-435[11]Kelley,S.W.,JamesH.DonnellyJr.,andStevenJ.Skinner.CustomerParticipationinserviceproductionanddelivery[J].JournalofRetailing,1990,66(3):315-335[12]Kellogg,D.L.,Youngdahl,W.E.,&Bowen,D.E.Ontherelationshipbetweencustomerparticipationandsatisfaction:Twoframeworks[J].InternationalJournalofService,1997,8(3):206-219[13]Larsson,R.,&Bowen,D.E.Organizationandcustomer:Mnagingdesignandcoordinationofservices[J].AcademyofMnagementReview,1989,14(2):213-233[14]Lengnick-Hall,CynthiaA.Customercontributionstoquality:ADifferentViewoftheCustomer-OrientedFirm[J].TheAcademyofManagementReview,1996,21(3):791-824[15]Lovelock,ChristopherH.andRobertF.Young.LooktoConsumerstoIncreaseProductivity[J].HarvardBuisnessReview,1979,57(5-6):168-178[16]Mills.P.K.andMorris,J.H.Clientsas‘Partial’EmployeesofServiceOrganizations:RoleDevelopmentinClientParticipation[J].AcademyofManagementReview,1986,11(4):726-735[17]Mills,PeterK.,RichardB.Chase,andNewtonMargulies.MotivatingtheClient/EmployeeSystemasaServiceProductionStrategy[J].TheAcademyofManagementReview,1983,8(2):301-310[18]Remy,E.,&Kopel,S.Sociallinkingandhumanresourcesmanagementintheservicesector[J].TheServiceIndustriesJournal,2002,22(1):35-56[19]Silpakit,P.an

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