基于意念构建和动态服务属性管理的服务质量提升

[1] 双元能力促进企业服务敏捷性——海底捞公司发展历程案例研究 [J]. 管理世界, 2012, (02) : 131 - 147+188

[2] 火锅店稳定高速成长的定位地图——基于海底捞火锅店的案例研究[J]. Retailing Management Class,SEM of Tsinghua University (School of Economics and Management,Tsinghua University,Beijing,100084).中国零售研究. 2010(01)

[3] 餐饮业的服务创新 [J]. 经营与管理, 2010, (04) : 64 - 65

[4] Improvisation in service recovery [J]. MANAGING SERVICE QUALITY, 2009, 19 (06): : 657 - 669

[5] The impact of improvisation training on service employees in a European airline: a case study[J] . Aidan Daly,Stephen J. Grove,Michael J. Dorsch,Raymond P. Fisk.European Journal of Marketing . 2009 (3)

[6] Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs[J] . Simon J. Bell,Seigyoung Auh,Karen Smalley.Journal of the Academy of Marketing Science . 2005 (2)

[7] Dynamics of service attributes: a test of Kano’s theory of attractive quality[J] . Lars Nilsson-Witell,Anders Fundin.International Journal of Service Industry Management . 2005 (2)

[8] Service quality, profitability, and the economic worth of customers: What we know and what we need to learn[J] . Valarie A. Zeithaml.Journal of the Academy of Marketing Science . 2000 (1)

[9] Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach[J] . Journal of Marketing . 1999 (2)

[10] A measure of service quality for retail stores: Scale development and validation[J] . Pratibha A. Dabholkar,Dayle I. Thorpe,Joseph O. Rentz.Journal of the Academy of Marketing Science . 1996 (1)

[1] 双元能力促进企业服务敏捷性——海底捞公司发展历程案例研究 [J]. 管理世界, 2012, (02) : 131 - 147+188

[2] 火锅店稳定高速成长的定位地图——基于海底捞火锅店的案例研究[J]. Retailing Management Class,SEM of Tsinghua University (School of Economics and Management,Tsinghua University,Beijing,100084).中国零售研究. 2010(01)

[3] 餐饮业的服务创新 [J]. 经营与管理, 2010, (04) : 64 - 65

[4] Improvisation in service recovery [J]. MANAGING SERVICE QUALITY, 2009, 19 (06): : 657 - 669

[5] The impact of improvisation training on service employees in a European airline: a case study[J] . Aidan Daly,Stephen J. Grove,Michael J. Dorsch,Raymond P. Fisk.European Journal of Marketing . 2009 (3)

[6] Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs[J] . Simon J. Bell,Seigyoung Auh,Karen Smalley.Journal of the Academy of Marketing Science . 2005 (2)

[7] Dynamics of service attributes: a test of Kano’s theory of attractive quality[J] . Lars Nilsson-Witell,Anders Fundin.International Journal of Service Industry Management . 2005 (2)

[8] Service quality, profitability, and the economic worth of customers: What we know and what we need to learn[J] . Valarie A. Zeithaml.Journal of the Academy of Marketing Science . 2000 (1)

[9] Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach[J] . Journal of Marketing . 1999 (2)

[10] A measure of service quality for retail stores: Scale development and validation[J] . Pratibha A. Dabholkar,Dayle I. Thorpe,Joseph O. Rentz.Journal of the Academy of Marketing Science . 1996 (1)