顾客感知公平对服务补救效果影响的实证研究

重庆大学硕士学位论文顾客感知公平对服务补救效果影响的实证研究姓名：王珂申请学位级别：硕士专业：企业管理指导教师：何谦20061020顾客感知公平对服务补救效果影响的实证研究作者：王珂学位授予单位：重庆大学参考文献(66条)1.DesatnickRobertLManagingCustomerServiceforthe21stCentury1994(03)2.BouldingWilliam.AjayKalra.RichardStaelin.ZeithamlV.AADynamicProcessModelofServiceQuality:FromExpectationstoBehavioralIntentions1993(02)3.KDouglasHoffman.JohnEGBateson管理服务营销20044.GillilandStephenWThePerceivedFairnessofSelectionSystems:AnOrganizationalJusticePerspective1993(04)5.GoodwinCathy.RossIvanCustomerResponsestoServiceFailure:InfluenceofProceduralandInteractionalfairnessPerceptions1992(02)6.SmitbAK.BoltonRN.WagnerJAModelofCustomerSatisfactionwithServiceEncountersInvolvingFailureandRecovery1999(03)7.GreenbergJeraldOrganizationalJustice:Yesterday,Today,andTomorrow1990(02)8.ZeithamlVA.BerryLL.ParasuramanATheBehavioralConsequencesofServiceQuality1996(04)9.汪纯孝.温碧燕.姜彩芬服务质量、消费价值、旅客满意感与行为意向[期刊论文]-南开管理评论2001(6)10.BaronRM.KennyDAThemoderatormediatorvariabledistinctioninsocialpsychologicalresearch:Conceptual,strategicandstatisticalconsiderations1986(06)11.KeaveneySusanMCustomerSwitchingBehaviorinServiceIndustries:AnExploratoryStudy1995(04)12.SmithAK.BoltonRNAnExperimentalInvestigationofCustomerReactionstoServiceFailureandRecoveryEncounter:ParadoxorPeril1998(01)13.ZeithamlValerieAConsumerPerceptionsofPrice,QualityandValue:AConsequencesofServiceQuality1988(03)14.BitnerMJ.BemardMBooms.LoisAMohrCriticalServiceEncounters:TheEmployee'sViewpoint1994(04)15.BitnerMJEvaluatingServiceEncounters:TheEffectofPhysicalSurroundingsandEmployeeResponses1990(04)16.LoisAMohr.BitnerMJTheRoleofEmployeeEffortinSatisfactionwithServiceTransactions1995(03)17.BitnerMJ.BernardMBooms.MarySTetreaultTheServiceEncounter:DiagnosingFavorableandUnfavorableIncidents1990(54)18.TaxSS.BrownSW.ChandrashekaranMCustomerEvaluationofCustomerComplaintExperience:ImplicationsforRelationshipMarketing1998(04)19.HartChristopherWL.JamesLHeskett.WEarlSasserJrTheProfitableArtofServiceRecovery1990(7-8)20.Gr(o)nroosChristianServiceQuality:TheSixCriteriaofGoodperceivedServiceQuality1988(09)21.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200422.BellChipR.RonEZemkeServiceBreakdown:TheRoadtoRecovery1987(10)23.GoodwinCathy.IvanRossSalientDimensionsofPerceivedFairnessinResolutionofServiceComplaints1989(02)24.GillyMaryCPostcomplaintProcesses:FromOrganizationalResponsetoRepurchaseBehavior1987(02)25.ClarkGaryL.PeterFKaminski.DavidRRinkConsumerComplaints:AdviceonHowCompaniesShouldRespondBasedonanEmpiricalStudy1992(01)26.OliverRichardLMeasurementandEvaluationofSatisfactionProcessesonRetailSettings1981(03)27.KelleyScottW.KDouglasHoffman.MarkADavisATypologyofRetailFailuresandRecoveries1993(04)28.SchweikhartSharonB.StephenStrasser.MelissaRKennedyServiceRecoveryinHealthServicesOrganizations1993(01)29.BlodgettJeffreyG.DonaldHGranbois.RockneyGWaitersTheEffectofPerceivedJusticeonComplainants'NegativeWord-of-MouthBehaviorandRepatronageIntentions1993(69)30.温碧燕.汪纯孝.岑成德服务公平性、顾客消费情感与顾客和企业的关系200431.BlodgettJeffreyG.DonnaJHillTheEffectsofDistribution,Procedural,andInteractionalJusticeonPostcomplaintBehavior1997(02)32.ClemmerElizabethCTheRoleofFairnessinCustomerSatisfactionwithServices198833.OliverRichardL.JohnESwanConsumerPerceptionsofInterpersonalEquityandSatisfactioninTransaction:AFieldSurveyApproach1989(04)34.DerekAllen.TanniruRao客户满意度数据分析200535.OliverRichardLACognitiveModeloftheAntecedentsandConsequencesofSatisfactionDecisions1980(17)36.AmyKyperSmithCustomerSatisfactionwithServiceEncountersInvolvingFailureandRecovery-AnIntegrativeModelofExchange199737.DenverEugeneSevertTheCustomer'sPathtoLoyalty:APartialTestofTheRelationshipsofPriorExperience,Justice,andCustomerSatisfaction200238.CroninJJosephJr.MichaelKBrady.GTomas.M.HultAssessingtheEffectsofQuality,Value,andCustomerSatisfactiononConsumerBehavioralIntentionsinServiceEnvironment2000(02)39.TaxStephenS.BrownStephenWRecoveringandLearningfromServiceFailures1998(03)40.范秀成.刘建华顾客关系、信任与顾客对服务失败的反应[期刊论文]-南开管理评论2004(6)41.KDouglasHoffman.KelleyScottW.HollyMRotalskyTrackingServiceFailuresandEmployeeRecoveryEfforts1995(02)42.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)43.ClemmerElizabethC.BenjaminSchneiderFairService1996(05)44.ChiKinYim.FloraFangGu.KimmyWaChan.DavidKTseJustice-basedServiceRecoveryExpectations:MeasurementandAntecedents2003(16)45.SwansonSR.KelleySWAttributionsandOutcomesoftheServiceRecoveryProcess2001(04)46.McColloughMA.BerryLL.YadavMSAnEmpiricalInvestigationofCustomerSatisfactionafterServiceFailureandRecovery2000(02)47.MichaelTracey.MarkAVonderemseManufacturingtechnologyandstrategyformulation:Keystoenhancingcompetitivenessandimprovingperformance1998(17)48.ChurchillGAJrAParadigmforDevelopingBetterMeasuresofMarketingConstructs1979(02)49.刘大维结构方程模型在跨文化心理学研究中的应用[期刊论文]-心理学动态1999(2)50.温碧燕.汪纯孝服务公平性、顾客服务评估和行为意向的关系研究[期刊论文]-中山大学学报(社会科学版)2002(2)51.SmithAK.BoltonRNAnExperimentalInvestigationofCustomerReactionstoServiceFailureandRecoveryEncounter:ParadoxorPeril1998(01)52.TaxSS.BrownSW.ChandrashekaranMCustomerEvalumionofCustomerComplaintExperience:ImplicationsforRelationshipMarket