PREDICTABILITY AND PERSONALIZATION IN THE SERVICE ENCOUNTER

被引：513

作者：

SURPRENANT, CF

SOLOMON, MR

机构：

来源：

关键词：

D O I：

10.2307/1251131

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

引用

页码：86 / 96

页数：11

共 34 条

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[3]

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[4]

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[5]

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[6]

Booms B., 1981, MARKETING STRATEGIES

[7]

BROWN E, 1981, MARKETING SERVICES

[8]

BROWN R, 1962, NEW DIRECTIONS PSYCH

[9]

CHASE RB, 1978, HARVARD BUS REV, V56, P137

[10] AN INVESTIGATION INTO THE DETERMINANTS OF CUSTOMER SATISFACTION [J].

CHURCHILL, GA ;

SURPRENANT, C .