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| 顾客个人价值嵌入的顾客满意度指数扩展模型 | |
| 引用本文： | 李艺,马钦海,张跃先. 顾客个人价值嵌入的顾客满意度指数扩展模型[J]. 管理评论, 2011, 0(3) |
| 作者姓名： | 李艺 马钦海 张跃先 |
| 作者单位： | 沈阳工业大学管理学院;东北大学工商管理学院; |
| 基金项目： | 国家自然科学基金资助项目(70772096); 辽宁省哲学社会科学规划基金项目(L09DJL044) |
| 摘 要： | 本文尝试将反映消费终极目的的顾客个人价值概念引入顾客满意度指数模型,提出了嵌入顾客个人价值的顾客满意度指数扩展模型。基于餐饮业和移动通讯业样本进行实证研究,结果表明所提出的扩展模型得到验证,顾客个人价值对顾客满意具有显著的影响,感知服务质量和感知顾客价值是顾客个人价值的决定因素。本研究深化了对顾客满意形成机理的认识,为服务企业评价满足消费者需求能力和经济产出质量的指标提供了理论根据。 |
| 关 键 词： | 顾客满意度指数 顾客个人价值 扩展模型 服务企业 |
Extended Customer Satisfaction Index Model Embedded Customer Personal Value Conception |
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| Li Yi,Ma Qinhai , Zhang Yuexian. Extended Customer Satisfaction Index Model Embedded Customer Personal Value Conception[J]. Management Review, 2011, 0(3) | |
| Authors: | Li Yi Ma Qinhai Zhang Yuexian |
| Affiliation: | Li Yi1,Ma Qinhai2 and Zhang Yuexian2(1.School of Management,Shenyang University of Technology,Shenyang 110087,2.School of Business Administration,Northeastern University,Shenyang 110004) |
| Abstract: | The paper tries to introduce the concept which reflects customers' terminal needs into the cause-and-effect line of the customer satisfaction index,and provides the extended Customer Satisfaction Index model embedded customer personal value conception.Through empirical research on the samples from restaurants and mobile services,the analysis shows that the extended model is confirmed,customer personal value has a significant influence on customer satisfaction,and perceived quality and perceived value are th... |
| Keywords: | customer satisfaction index customer personal value extended model service companies |
| 本文献已被 CNKI 等数据库收录！ | |