服务补救行为与消费者满意关系实证研究

湖南大学硕士学位论文服务补救行为与消费者满意关系实证研究姓名：田亚琴申请学位级别：硕士专业：企业管理指导教师：于坤章20060930服务补救行为与消费者满意关系实证研究作者：田亚琴学位授予单位：湖南大学参考文献(107条)1.FiskRP.SWBrown.MJBitnerTrackingtheevolutionoftheservicesmarketingliterature1993(01)2.TechnicalAssistanceResarchProgramsMeasuringtheGrapevine-consumerreponseandwordofmouth19813.HoffmanScottW.RotalskyHollyMTrackingservicefailuresandemployeerecoveryefforts1995(02)4.GronroosCServicequality:thesixcriteriaofgoodperceivedservicequality1988(09)5.StephenSTax.StephenWBrownCustomerevaluationsofservicecomplaintexperiences:Implicationsforrelationshipmarketing19986.OliverRichardL.SwanJohnEConsumerperceptionsofinterpersonalequityandsatisfactionintransactions:Afieldsurveyapproach1989(02)7.RonaldLHessJr.NoreenMKleinServicefailureandrecovery:Theimpactofrelationshipfactorsoncustomersatisfaction2003(02)8.MichaelAMcCollough.LeonardLBerryAnempiricalinvestigationofcustomersatisfactionafterservicefailureandrecovery2000(02)9.韦福祥对服务补救若干问题的探讨[期刊论文]-天津商学院学报2002(1)10.谢文辉服务补救:竞争时代企业的新视角[期刊论文]-华东经济管理2000(1)11.薄湘平.周琴服务补救:重建顾客满意的重要手段[期刊论文]-湖南大学学报（社会科学版）2005(1)12.温碧燕.岑成德补救服务公平性对顾客与企业关系的影响[期刊论文]-中山大学学报(社会科学版)2004(2)13.梁威服务失误补救：从关系与归因角度分析[学位论文]硕士200414.彭军锋在服务补救过程中关系品质对顾客知觉公平及行为意向的影响[学位论文]硕士200415.安静饭店服务补救对顾客满意与行为意向的影响研究[学位论文]硕士200416.瓦拉瑞尔A泽丝曼尔.玛丽乔比特纳.张金成.白长虹服务营销200517.Goodwin.IvanRossConsumerresponsestoservicefailures:Influenceofproceduralandinteractionalfairnessperceptions199218.KelleySW.DavisMAAntecedentstocustomerexpectationsforservicerecovery1994(22)19.雷蒙德P菲斯克.史蒂芬J格罗夫.乔比约翰.张金成互动服务营销200120.GLShostackPlanningtheserviceencounter198521.BitnerMaryJo.JodyDNyquistThecriticalincidentastechniqueforanalyzingtheserviceencounter198522.BitnerMaryJoEvaluatingserviceencounters:Theeffectsofphysicalsurroundingandemployeeresponses1990(02)23.OliverRichardAcognitivemodeloftheantecedentsandconsequencesofsatisfactiondecisions198024.SeungoogWeun.SharonEBeattyTheimpactofservicefailureseverityonservicerecoveryevaluationsandpost-recoveryrelationships200425.KeaveneySusanMCustomerSwitchingbehaviorinserviceindustries:Anexploratorystudy199526.BitnerMaryJo.BoomsBernardHTheServiceencounter:Diagnosingfavorableandunfavorable1990(01)27.HaysJulieM.HillArthurVAlongitudinalstudyoftheeffectofaserviceguaranteeonservicequality2001(04)28.KelleySW.DouglasHoffmanAtypologyofretailfailuresandrecovery199329.金立印基于关键事件法的服务失败原因及补救战略效果定性分析[期刊论文]-管理科学2005(4)30.MohrLoisA.MaryJoBitnerTheroleofemployeeeffortinsatisfactionwithservicetransactions1995(02)31.WeinerBernard.DRussellThecognition-emotionprocessinachievement-relatedcontexts197932.ValerieSFolkesConsumerreactionstoproductfailure:Anattributionalapproach1984(04)33.卫南阳抱怨是最好的礼物200534.BlodgettJG.WakefieldKL.BarnesJHTheeffectsofcustomerserviceonconsumercomplainingbehavior1995(09)35.JohnstonTimothyC.MAHewaFixingservicefailures199736.罗格D布莱克韦尔.保罗w米尼德.詹姆斯F恩格尔.许海.朱红祥消费者行为学200337.ChulminKim.SounghieKimTheeffectofattitudeandperceptiononconsumercomplaintintentions200338.ZhenZhu.KSivakumar.AParasuramanAmathematicalmodelofservicefailureandrecoverystrategies2004(03)39.ReicheldFrederickF.WEarlSasserJrZerodefections:Qualitycomestoservice199040.FirnstahlTWMyEmployeesaremyserviceguarantee1989(03)41.AmyKSmith.RuthNBoltonAmodelofcustomersatisfactionwithserviceencountersinvolvingfailureandrecovery1999(03)42.BoshoifChristoAninstrumenttomeasuresatisfactionwithtransaction-specificservicerecovery1999(03)43.AndreassenTWAntecedentstosatisfactionwithservicerecovert2000(01)44.JamesGMaxham111.Servicerecovery'Sinfluenceonconsumersatisfaction,positiveword-of-mouth,andpurchaseintentions200145.BeverleyASparksa.JanetRMcColl-KennedybJusticestrategyoptionsforincreasedcustomersatisfactioninaservicesrecoverysetting:AschoolofTourismandhotelmanagement200146.MichaelAMcColloughTherecoveryparadox:Theeffectofrecoveryperformanceandservicefailureharmonpost-recoverycustomersatisfaction200147.HuppertzJW.SJArensonAnapplicationofequitytheorytobuyer-sellerexchangesituations1978(03)48.韩小芸.汪纯孝服务性企业顾客满意感与忠诚感关系200349.AustinW.WalsterEOReactionstoconfirmationsanddisconfirmationsofexpectanciesofequityandinequity197450.AmyKyperSmithCustomerSatisfactionwithserviceencountersinvolvingfailureandrecovery:anintegerativemodelofexchange199751.SeidersKathleen.LeonardLBerryServicefairness:Whatitisandwhyitmatters1998(02)52.ClemmerElizabethC.BenjaminSchneiderFairService199653.BlodgettJeffreyG.DonnaJHill.StephenSTaxTheeffectsofdistributive,procedural,andinteractionaljusticeonpostcomplaintbehavior1997(02)54.BerndStaussThedimensionsofcomplaintsatisfaction:Processandoutcomecomplaintsatisfaction:processandoutcomecomplaintsatisfactionversuscoldfactandwormactcomplaintsatisfaction2002(03)55.MarkusGroth.StephenwGillilandTheroleofproceduraljusticeinthedeliveryofservices.Astudyofcustomers'reactionstowaiting200156.TjeffreyGBlodgett.DonnaJHill.StephenSTaxTheeffectsofdistributive,procedural,andinteractionaljusticeonpostcomplaintbehavior1997(02)57.ScottWHansen.ThomasLPowersModelingindustrialbuyercomplaints:Implicationsforsatisfyingandsavingcustomers1997(04)58.GoodwinCathyIvanConsumerEvaluationsofResponsestoComplai