| 服务接触中的顾客兼容性感知:前因、后果与行业比较 |
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| 引用本文： | 黎建新,唐君,蔡恒,宋明菁.服务接触中的顾客兼容性感知:前因、后果与行业比较[J].长沙理工大学学报(社会科学版),2009,24(4):5-10. |
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| 作者姓名： | 黎建新 唐君 蔡恒 宋明菁 |
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| 作者单位： | 长沙理工大学,经济与管理学院,湖南,长沙,410004 |
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| 摘 要： | 顾客与顾客之间的接触是服务接触的一个重要方面.由顾客与顾客之间服务接触所引发的顾客兼容性问题通常没有得到足够的重视.在文献回顾和前期访谈的基础上,文章提出了顾客兼容性的相关假设.通过对320个消费者样本数据的实证,发现顾客兼容性感知受到拥挤、顾客不良言行和冷漠的影响,同时顾客兼容性感知对顾客满意存在显著的负向影响.研究结论为顾客兼容性管理提供了依据和指明了方向.
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| 关 键 词： | 顾客兼容性 服务接触 顾客满意 |
Customer Compatibility Perception in Service Encounters:Causes,Consequences and Comparisons between Industries |
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| LI Jian-xin,TANG Jun,CAI Heng,SONG Ming-jin.Customer Compatibility Perception in Service Encounters:Causes,Consequences and Comparisons between Industries[J].Journal of Changsha University of Science & Technology,2009,24(4):5-10. |
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| Authors: | LI Jian-xin TANG Jun CAI Heng SONG Ming-jin |
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| Institution: | LI Jian-xin,TANG Jun,CAI Heng,SONG Ming-jin(School of Economics , Management,Changsha University of Science , Technology,Changsha,Hunan 410004,China) |
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| Abstract: | Customer encounter is an important aspect of service encounter.Yet the customer compatibility problems caused by service encounter between customers have not received enough attention.On the basis of literature review and interviewing,this paper puts forward the hypotheses related to customer compatibility.Through the empirical study on the sample data of 320 consumers,it was found that customer compatibility perception is influenced by crowding,customers' bad language as well as behaviors and inhospitality... |
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| Keywords: | customer compatibility service encounter customer satisfaction |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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