服务业中顾客参与研究综述

被引：9

作者：

翟家保 ^{[1
]}

徐扬 ^{[2
]}

机构：

[1] 西南交通大学经济管理学院

[2] 智能控制与开发中心

来源：

科技进步与对策 | 2009年 / 26卷 / 10期

关键词：

顾客参与; 维度; 服务业; 前导变量; 后果变量;

D O I：

暂无

中图分类号：

F274 [企业供销管理]; F719 [服务业];

学科分类号：

1201 ; 020205 ; 1202 ; 120202 ; 0202 ;

摘要：

对服务业中顾客参与的概念、维度、水平、原因、顾客角色和顾客参与的前导、后果、调节、中介变量及其相互关系,进行了文献回顾与整理,进而提出了未来的研究方向。

引用

页码：156 / 160

页数：5

共 18 条

[11]

Relational benefits in services industries: The customer’s perspective[J] . Kevin P. Gwinner,Dwayne D. Gremler,Mary Jo Bitner.Journal of the Academy of Marketing Science . 1998 (2)

[12]

Customer contributions and roles in service delivery[J] . Mary Jo Bitner,William T. Faranda,Amy R. Hubbert,Valarie A. Zeithaml.International Journal of Service Industry Management . 1997 (3)

[13]

On the relationship between customer participation and satisfaction: two frameworks[J] . Deborah L. Kellogg,William E. Youngdahl,David E. Bowen.International Journal of Service Industry Management . 1997 (3)

[14]

Customer voluntary performance: Customers as partners in service delivery[J] . Lance A. Bettencourt.Journal of Retailing . 1997 (3)

[15]

Relationship Marketing in the Financial Services Industry: the Importance of Customer Education, Participation and Problem Management for Customer Loyalty. Andreas B Eisingerich,Simon J. Bell. Journal of Financial Marketing . 2006

[16]

Good and bad customers: the benefits of participating in the banking relationship[J] . Christine T. Ennew.International Journal of Bank Marketing . 1996 (2)

[17]

Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation[J] . Peter K. Mills,James H. Morris.The Academy of Management Review . 1986 (4)

[18] MOTIVATING THE CLIENT EMPLOYEE SYSTEM AS A SERVICE PRODUCTION STRATEGY [J].

MILLS, PK ;

CHASE, RB ;

MARGULIES, N .

ACADEMY OF MANAGEMENT REVIEW, 1983, 8 (02) :301-310

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