消费者行为影响因素理论课件.pptVIP

;经典的雀巢速容咖啡动机发现研究实验结果;关于雀巢速溶咖啡动机的研究结论;;Readings: Zeithmal, Valarie A. (1981) “How Comsumer Evaluation Percesses Differ Between Goods and Service,”in Marketing of Services , American Marketing Association:pp186-190. Martin C.L.(1996)“Customer-to-customer Relationships：Satisfaction with Other Consumers’ Public Behavior,”Journal of Consumer Affairs,vol.30 No.1, pp.146-69. McGrath M.A. and Otnes C. (1995) “Unacquainted influence：When Strangers interact in the Retail Setting,”Journal of Business Research,vol.32,pp.261-72. ;Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1985), A Conceptual Model