顾客感知价值_顾客满意和行为倾向的关系研究述评

整理文档很辛苦,赏杯茶钱您下走!

免费阅读已结束,点击下载阅读编辑剩下 ...

阅读已结束,您可以下载文档离线阅读编辑

资源描述

MANAGEMENTREVIEWVol.21No.012009(,230039)、4,4,。:;;、:2007-05-19:(79860007);(02203104)。:,,。、。OstromIacobucci1995“、。”、。Spiteri&Dion2004。Cronin2000。。。1、CustomerPerceivedValueCPVGale1994Woodruff1997Slater&Narver2000。1985Porter《》“”Porter87Vol.21No.012009。90Flint,Woodruff&Gardial2002。“”、“”“”。“”BenefitsSacrificesZeithamlParasurama&Berry1990Monroe1991。、、、、、、、Anderson1993。“”Sheth1991、、、ShethGross&Newman1991。“”、FlintWoodruff&Gardial1997。2、CustomerSatisfactionCS60Cardozo1965。90“”“”。。Peterson1994“”。。Giese2000。。“”“”。3、BehavioralIntentionsBI。Fishbein1996“。”。Bolton2000。。Wirtz&Chew2002。。Athanassopouloos2001。1、CPVCS1。。SatisfactionandValueCausalLink1EggertUlaga2002WoodruffGardial1996UlagaChacour2001Sheth1999Woodruff1997SweeneySoutar2001:。88MANAGEMENTREVIEWVol.21No.012009Bolton&Drew1991Petricket2001。ValueandSatisfactionCausalLinkBrady&Cronin2001Cronin2000Eggert&Ulaga2002。WoodruffGardial1996、ReceivedValue。JonesSasser1995。Sweeney&Soutar2001。Eggert&Ulaga2002Lam2004Oliver1993。2、CPVBIEggert&Ulaga2002Petrick2002。GrisaffeKumar1998。ChangWildt1994。Gross1997。Grewal1998Sweeney1999。Neal1999。。3、CPV、CSBI1994“”“”。Oliver1999。Cronin2000。。。CPV、CSBI42。21。Gale1994SweeneySoutar&Johnson1999。2JozeeLapierre&PierreFiliatrault,1999。3、Taylor1997Patterson&Spreng19972CPV、CSBI:SAC-,SQ-,CPV-,CS-,BI-。:。89Vol.21No.012009。4Cronin2000。。3CPVCSCPVBICPV、CSBI。1、、StructuralEquationModelingSEM。SPSSLISERALWahyuningsih2005。。“......”57“”“”。“”“”“”“”“”Choong-Ki2006。57“”“”。3SingleItemOh1999Multi-itemJackieL.M.Tam2004Choong-KiLee2006。2、21。Sirohi1998。Eggert&Ulaga2002。11998Sirohi16016096。SirohiMerchandiseQualityMQ。、3CPV、CSBI:。Zeithaml1988CPVBIPattersonSpreng1997CSCPVBIBolton1998CSBIOliver1999CSBIBernhardtDonthuKennett2000CSBICroninBradyHult2000CPVCSBIJackieL.M.Tam2004CPVCSBIWahyuningsih2005CPVCSBIChoong-KiLee2006CPVCSBI:[15]。1Sirohi90MANAGEMENTREVIEWVol.21No.012009、、11、15、5、135。22。1999Lapierre2。342。JozeeLapierre。“”“”10。23。KisangRyu33413。KisangRyuRestaurantImageRI。、、8、3、43“”“”7。24。Cronin2000461944。11993。。92。Nielsen2005“、。”。。。1、。。Petrick2002。Sweeney&Soutar2001。2、。Customer2Lapierre:[16]。3KisangRyu:[21]。4Cronin:[3]。91Vol.21No.012009ExpectationGallarza2006。。LISERAL。3、。、。。。4、。。。。。[1]OstromA.andIacobucciD.Consumertrade-offsandtheevaluationofservices[J].JournalofMarketing199959(January)17-28[2]SpiteriJ.M.andDionP.A.Customervalue,overallsatisfaction,end-userloyalty,andmarketperformanceindetailintensiveindustries[J].IndustrialMarketingManagement200433675-687[3]CroninJ.R,BradyM.K.andHultGT.Assessingtheeffectsofquality,value,andcustomersatisfactiononconsumerbehavioralintentionsinserviceenvironment[J].JournalofRetailing200076(2)193-217[4]FlintD.J.WoodruffR.B.andGardialSF.Exploringthephenomenonofcustomerdesiredvaluechangeinabusiness-tobusinesscontext[J].JournalofMarketing200266(10)102-117[5]AndersonJ.C.JainC.andChintaguntaP.K.Customervalueassessmentinbusinessmarkets[J].JournalofBusiness-to-BusinessMarketing19931(1)3-30[6]ShethJ.N.BruceI.andNewman.Whywebuywhatwebuy:Atheoryofconsumptionvalues[J].JournalofBusinessResearch199122(4)159-170[7]GieseJL.andCoteJA.Definingconsumersatisfaction[J].AcademyofMarketingScienceReview,200011-24[8]AthanassopouloosA.Behavioralresponsetocustomersatisfaction:anempiricalstudy[J].EuropeanJournalofMarketing200135(5/6)687-707[9]WoodruffR.B.andGardialS.F.Knowyourcustomer:newapproachestocustomervalueandsatisfaction[M].CambridgeBlackwell199654-59[10]SweeneyC.J.andSoutar,N.G.Consumerperceivedvalue:thedevelopmentofamultipleitemscale[J].JournalofConsumerResearch200177203-220[11]NealW.D.Satisfactionisnice,butvaluedrivesloyalty[J].MarketingResearch199922121-23[12]Wahyuningsih.Therelationshipsamongcustomervalue,satisfactionandbehavioralintentions[J].GadjahMadaInternationalJournalofBusiness20057(3)301-323[13]Choong-KiLYoo-ShikY.andSeung-KonL.Investigatingtherelationshipamongperceivedvalue,satisfaction,andrecommendation:thecaseoftheKoreanDMZ[J].TourismManagement200628(2)204-214[14]SirohiNMelaughlinE.W.andWittink,D.R.AModelofConsumerperceptionsandStoreLoyaltyintentionsforASuperMarketRetailer[J].JournalofRetailing199874223-245[15]SirohiN.Amodelofconsumerperceptionandstoreloyaltyintentionsforasupermarketretailer[J].JournalofRetailing199874(2)223-245[16]JozeeLapierrePierreFiliatraultandJean-CharlesChebat.Valuestrategyratherthanqualitystrategy:acaseofbusiness-to-businessprofessionalservices[J].JournalofBusinessResearch199945235-246[17]Kui-SonChoiWoo-HyunChoandSunheeLee.Therelationshipsamongquality,value,satisfactionandbehavioralintentioninhealthcareproviderchoice:aSouthKoreanstudy[J].JournalofBusinessResearch200457913-921[18]Nielsen.Theinfluenceofbrandimageandcompanyreputationwheremanufacturesmarkettosmallfirms:acustomervalue92MANAGEMENTREVIEWVol.21No.012009perspective[J].IndustrialMarketingManagement2005(1)1-11[19]PetrickJ.F.Developmentofamulti-dimensionalscaleformeasuringtheperceivedvalueofaservice[J].JournalofLeisureResearch200234(2)119-134[20]GallarzaM.G.andSauraI.G.Valuedimensionsperceivedvalue,satisfactionandloyalty:aninvestigationofuniversitystudentstravelbehaviour[J].Touris

1 / 7
下载文档,编辑使用

©2015-2020 m.777doc.com 三七文档.

备案号:鲁ICP备2024069028号-1 客服联系 QQ:2149211541

×
保存成功