| 顾客抱怨行为的前置因素及调节因素分析 |
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| 引用本文： | 宋竞,郭贤达,邹绍明. 顾客抱怨行为的前置因素及调节因素分析[J]. 南开管理评论, 2010, 13(2) |
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| 作者姓名： | 宋竞 郭贤达 邹绍明 |
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| 作者单位： | 1. 北京大学光华管理学院
2. 美国密苏里大学Robert J.Trulaske,Sr.商学院 |
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| 摘 要： | 基于前人的研究并结合中国消费者的实际,我们尝试提出和验证了一个以理论为基础、用于解释消费者抱怨成因及行为反应的整体框架。本研究还重构了抱怨行为反应的两阶段动态模型并剖析了它们之间的相互关系。此外,本研究还考察了感知抱怨成本、中国文化背景下命(缘)的消费者个人价值观以及服务补救失验这三个变量所起到的调节作用。
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| 关 键 词： | 抱怨前因 抱怨行为 抱怨成本 命（缘）价值观 服务补救失验 |
An Analysis of the Key Antecedents and Moderators of Consumer Complaining Behavior |
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| Song Jing,Guo Xianda,Zou Shaoming. An Analysis of the Key Antecedents and Moderators of Consumer Complaining Behavior[J]. Nankai Business Review, 2010, 13(2) |
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| Authors: | Song Jing Guo Xianda Zou Shaoming |
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| Abstract: | Firms can gain advantages by retaining profitable customers.They thus need to know more about how to forge and manage better and long-term relationships with their customers.To this end,managers are becoming more and more interested in figuring out how to identify the causes of consumer complaints and how to make and implement the most effective recovery policies.This trend explains why research on consumer complaining behavior has gained increasingly interest from both academics and practitioners.While the... |
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| Keywords: | Complaint Antecedents Complaining Behavior Complaining Costs Yuan(Fate) Service Recovery Disconfirmation |
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