共 9 条
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Managing the total customer experience. LL Berry,LP Carbone,SH Haeckel. Sloan Management Review . 2002
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Customer Perceived Value: The Development of a Multiple Item Scale in Hospitals. Cengiz, E,Kirkbir, F. Problems and Perspectives in Management . 2007
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The different roles of product appearance in consumer choice. Creusen,M.E.H.,Schoormans,J.P.L. Journal of Pro-duct Innovation Management . 2005
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The role of emotional satisfaction in service encounters. Amy W. Managing Service Quality . 2004
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Two Approaches to Service Quality. LEHTINEN. The Services Industry Journal . 1991
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"Why We Buy What We Buy:A Theory of Consumption Values,". Sheth,N.G. Journal of Business . 1991
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"The Impact of Other Customers on Service Experiences:A Critical Incident Examination of‘Getting along’,". Stephen,Raymond. Journal of Retailing . 1997
[9]
"Customer Perceived Valuein Banking Services,". Carlos,J.F.Roig,,Javier Sanchez Garcia. International Journal of Bank Marketing . 2006