纺织服装专业展览会客户失望与后悔对其满意度影响的研究

东华大学硕士学位论文纺织服装专业展览会客户失望与后悔对其满意度影响的研究姓名：樊玲申请学位级别：硕士专业：企业管理指导教师：顾庆良;陈亚荣20041201纺织服装专业展览会客户失望与后悔对其满意度影响的研究作者：樊玲学位授予单位：东华大学参考文献(43条)1.参考文献2.EngelJamesF.BlackwellRogerD.MiniardPaulWConsumerBehavior19953.RichardOliverSatisfaction19974.张骁企业请关注你的客户满意度2001(05)5.李艳丽论供应链管理中沟通对提高客户满意度与忠诚度的作用2003(02)6.FrederickFReichheld.WEearlJrZerodefections:qualitycomestoservices1990(9-10)7.EvertGummessonReturnonrelationships:buildingthefuturewithintellectualcapital1999(11)8.LabarberaPA.DavidMazurskyalongitudinalassessmentofconsumersatisfaction/dissatisfaction:Thedynamicaspectofcognitiveprocess1983(02)9.RichinsMLWordofmouthcommunicationasnegativeinformation198410.HolmesJD.JDLettProductsamplingandwordofmouth1977(03)11.RichinsMLNegativewordofmouthdissatisfiedconsumers:apilotstudy198312.JamesLHeskettputtingtheservice-profitchaintowork1994(3-4)13.WillianBandNotallcustomersareworthy1998(01)14.EvertGummessonreturnonrelationships:buildthefuturewithintellectualcapital1999(11)15.RobertJohnstonTheZoneofTolerance:ExploringtheRelationshipbetweenServiceTransactionandSatisfactionwiththeOverallServices1995(03)16.OlshavskyR.JMillerConsumerexpectations,productperformance,andperceivedproductQuality197217.MillerJaStudyingsatisfaction,modifyingmodels,elicitingexpectations,posingproblemsandmarketingmeaningfulmeasurementsinEDconceptualizationandmeasurementofconsumersatisfactionanddissatisfaction197718.SwanJe.CombsLjproductperformanceandconsumersatisfaction:anewconcept197619.BarbataAMellers.PeterMcGrawAnticipatedEmotionsasGuidestoChoice2001(12)20.MellersBA.SchwartzA.HoK.Ritov,IDecisionaffecttheory:Howwefeelaboutriskyoptions199621.CoombsRiskPreferenceinCoin-TossGames196922.FrijdaNH.KuipersP.terSchureERelationsamongEmotion,AppraisalandEmotionalActionReadiness198923.BellDDisappointmentinDecisionMakingunderUncertainty198524.BellDRegretinDecisionMakingunderUncertainty198225.PhilippeDelquieModelingDisappointmentinRiskyChoice2001(11)26.JiaJ.DyerAStandardMeasureofRiskandRisk-ValueModels199627.Dyer.JiaRelativeRisk-ValueModels199728.RoeseNJCounterfactualThinking199729.Kahneman.MillerNormalTheory:ComparingRealitytoitsAlternatives198630.MarkmanKD.GavanskiI.ShermanSJ.McMullenM.NTheMentalSimulationofBetterandWorsePossibleWorlds199331.NickSevdalis.FloraKokkinakiRealisticversusnon-realisticcounterfactualthinkingandaffectivereactionstodecisionoutcomes32.ZeelenbergM.vanDijk.vanderPligtJ.Manstead,A,S,R，vanEmpelen,P.Reinderman,DEmotionalReactionstotheOutcomesofDecisions:theRoleofCounterfactualThoughtintheExperienceofRegretandDisappointment199833.LoeWenstein.SchkadeWouldn'tbeNice-PredictingFutureFeelings199934.Schkade.KahnemanDoesLivinginCaliforniaMakePeopleHappy?1998(09)35.Kahneman.TverskythePsychologyofPreferences198236.JJeffreyInman.JamesSDyer.JianminJiaAGeneralizedUtilityModelofDisappointmentandRegretEffectsonPost-ChoiceValuation1997(02)37.TykocinskiOEINeverHadachance:UsingHindsightTacticstoMitigateDisappointment200138.Conway.RossGetWhatYouWantbyRevisingWhatYouHad198439.SnyderCR.HigginsRLExcuses:TheirEffectRoleintheNegotiationofReality199840.PyszczynskiTCognitiveStrategiesforCopingwithUncertainOutcomes198241.顾庆良.樊玲展会核心要素的价值三角2003(09)42.陈冰纺织服装展会的'保健因素'和'激励因素'2003(07)43.顾庆良上海时装业发展的实证研究报告1998引证文献(1条)1.罗秋菊参展商参展决策研究——以东莞展览会为例[期刊论文]-旅游学刊2007(5)本文链接：：上海海事大学(wflshyxy)，授权号：fcf59510-e4d1-4a0e-95ec-9dfd00dd8411下载时间：2010年9月26日