顾客不当行为研究回顾与展望

被引：24

作者：

刘汝萍

马钦海

机构：

[1] 东北大学工商管理学院

来源：

关键词：

顾客不当行为; 不良顾客; 服务营销;

D O I：

10.16538/j.cnki.fem.2010.10.007

中图分类号：

F713.55 [商业心理学、市场心理学];

学科分类号：

040203 ;

摘要：

顾客不当行为指违反消费情境中可接受的行为规范,并且破坏消费秩序的顾客行为。相对于顾客购买行为而言,学术界和企业界对顾客的社会行为尤其是违反社会规范的行为缺乏关注。本文围绕顾客不当行为的概念、类型、影响效应、影响因素以及管理策略等问题,梳理了相关研究成果,并在此基础上对未来的研究方向进行了展望。

引用

页码：58 / 64

页数：7

共 7 条

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