- 1、本文档共7页,可阅读全部内容。
- 2、原创力文档(book118)网站文档一经付费(服务费),不意味着购买了该文档的版权,仅供个人/单位学习、研究之用,不得用于商业用途,未经授权,严禁复制、发行、汇编、翻译或者网络传播等,侵权必究。
- 3、本站所有内容均由合作方或网友上传,本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺!文档内容仅供研究参考,付费前请自行鉴别。如您付费,意味着您自己接受本站规则且自行承担风险,本站不退款、不进行额外附加服务;查看《如何避免下载的几个坑》。如果您已付费下载过本站文档,您可以点击 这里二次下载。
- 4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等,请点击“版权申诉”(推荐),也可以打举报电话:400-050-0827(电话支持时间:9:00-18:30)。
查看更多
Current Research in Services Marketing:在服务营销研究
Current Research in Services Marketing Anna S. Mattila Pennsylvania State University Topic areas and methodologies The Web Service encounters Customer outcome variables Service recovery Relationship marketing Survey-dominant Some experimental designs, qualitative studies Field experiments rare The Internet E-quality Web-site design Technology readiness/ efficiency SSTs E-loyalty Motivation to shop on-line Service Encounters Trust Sequence of events Customer participation Jay customers Comfort Emotions Outcome variables Satisfaction, quality, loyalty, switching, value Zone of tolerance Lost customers Service guarantees Affective commitment Service Recovery CCB Fairness On-line recovery Attributions Cross-cultural Complaint management Scant research in… Branding Pricing Advertising WOM Atmospherics Information search * * *
文档评论(0)