双维度分类视角下顾客抱怨行为模式研究（Research on customer complaint behavior model from the perspective of dual dimension classification）.docVIP

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双维度分类视角下顾客抱怨行为模式研究（Research on customer complaint behavior model from the perspective of dual dimension classification）.doc

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双维度分类视角下顾客抱怨行为模式研究（Research on customer complaint behavior model from the perspective of dual dimension classification）

双维度分类视角下顾客抱怨行为模式研究（Research on customer complaint behavior model from the perspective of dual dimension classification） Abstract: Peoples research on customer complaint behavior model has been a long time. Because the classification standards of customer complaint behavior patterns are not unified in the past, they lead to confusion of customer complaint behavior patterns. From the characteristics of customer complaint behavior itself customer complaints behavior into action and action of two types, and will not take action to the customer complain further divided into loyal, loyal to the helpless, understand loyalty and no response from four types, to help people do not take the customer complaint cognition the type of action and develop a reasonable strategy to deal with. Keywords: double dimension; customer complaint; customer complaint behavior model CLC number: F274, document identification code: A, article number: 1003-3890 (2010) 06-0044-04 Study on customer complaint behavior in the long-standing, previous research results mainly in the following three aspects: whether the customer complain, complain, complain when why and how to complain; customer complaint after possible behavior or actual behavior and enterprises should be how to deal with customer complaints. [1] which can effectively divide customer complaint behavior model and customer complaint behavior type recognition, obviously on subsequent treatment effects of customer complaints, so the research on customer complaint behavior pattern has attracted wide attention of scholars at home and abroad. First, customer complaint behavior and its research value (1) customer complaint behavior; Different scholars have different cognition on customer complaint behavior, the author mainly agree with Singer (Jagdip Singh, 1988) for the definition of customer complaint behavior: [2] customer complaint behavior is a series of multiple reaction behavior of customers in whole or in part caused by a purchase is not