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基于客户忠诚的客户转换障碍研究作者:陈亮学位授予单位:复旦大学参考文献(73条)1.参考文献2.AndersonEW.CFornell.DRLehmannCustomerSatisfaction.MarketShare,andProfitability:FindingsfromSweden1994(03)3.AndersonEugeneW.SullivanMaryWTheAntecedentsandConsequencesofCustomerSatisfactionforFirms1993(02)4.BackhausK.BuschkenJTheparadoxofUnsatisfyingbutStableRelationshipalookatGermanCarSuppliers1999(03)5.BendapudiN.BerryLLCustomers'MotivationsforMaintainingRelationshipswithServiceProviders1997(01)6.BerryLLRelationshipMarketing19837.BurnhamThomasA.FrelsJudyK.MahajanVijayConsumerSwitchingCosts:ATypology,Antecedents,andConsequences2003(02)8.ChurchillGA.CSurprenantAnInvestigationintotheDeterminantsofCustomerSatisfaction19829.ClaesRobertJulander.MagnusSoderlundEffectsofSwitchingBarriersonSatisfaction,RepurchaseIntentionsandAttitudinalLoyalty200310.CroninJJ.SATaylorMeasuringServiceQuality:AReexaminationandExtension199211.DickAlanS.KunalBasuCustomerLoyalty:TowardanIntegratedConceptualFramework1994(02)12.DwayneDGremler.StephenWBrownCustomerLoyaltyandSatisfaction:WhatResonatesinServiceContexts?200113.DwyerFRobert.PaulHSchurr.SejoOhDevelopingBuyer-SellerRelationship198714.ElzingaKenneth.MillsDavidTheBrandNamePrescriptionDrugsAntitrustLitigation199915.EngelJamesF.RDBlackwell.PWMiniardConsumerBehavior199516.FornellClaesANationalCustomerSatisfactionBarometer:TheSwedishExperience199217.GellerLCustomerRetentionBeginswiththeBasics,DirectMarketing1997(05)18.GriffinJCustomerLoyalty:HowtoEarnIt,HowtoKeepIt199519.GronhaugK.MCGillyAtransactioncostapproachtoconsumerdissatisfactionandcomplaintactions1991(01)20.GusemanDennisSRiskPerceptionandRiskReductioninConsumerServices,MarketingofServices198121.HampelConaldJConsumerSatisfactionwiththeHomeBuyingProcess:ConceptualizationandMeasurement197722.HeideJanB.AllenMWeissVendorConsiderationandSwitchingBehaviorforBuyersinHigh-TechnologyMarkets199523.HirschmanAOExit,Voice,andLoyalty:ResponsestoDeclineinFirms,Organizations,andStates197024.HowardJA.JNShethTheTheoryofBuyerBehavior196925.JacksonBarbaraBWinningandKeepingIndustrialCustomers:TheDynamicsofCustomerRelationships198526.JacobyJacob.RobertWChestnutBrandLoyalty:MeasurementandManagement197827.JohnsonMPSocialandCognitiveFeaturesoftheDissolutionofCommitmenttoRelationships198228.JonesTO.WESasserJrWhySatisfiedCustomersDefect1995(06)29.JonesMA.MothersbaughDL.BeattySESwitchingBarriersandRepurchaseIntentionsinServices2000(02)30.JonesMA.MothersbaughDL.BeattySEWhyCustomersStay:MeasuringtheUnderlyingDimensionsofServicesSwitchingCostsandManagingtheirDifferentialServiceOutcomes2002(06)31.KeithHuntConsumerSatisfaction,Dissatisfaction,andComplainingBehavior1991(01)32.KlempererPDMarketswithConsumerSwitchingCosts1987(02)33.LevingerGMaritalCohesivenessattheBrink:TheFateofApplicationsforDivorce197934.LundMTheDevelopmentofInvestmentandCommitmentScalesforPredictingContinuityofPersonalRelationships1985(02)35.MckinseyCrossingtheZoneoftheindifference1993(03)36.MorganRobertM.ShelbyDHuntTheCommitmentTrustTheoryofRelationshipMarketing1994(03)37.NilssenToreTwoKindsofConsumerSwitchingCosts1992(04)38.OliverRLACognitiveModelofTheAntecedentsandConsequencesofSatisfactionDecisions1980(04)39.OliverRLWhenceConsumerLoyalty?1999(zk)40.Parasuraman.Zeithaml.BerryAConceptualModelofServiceQualityandItsImplicationsforFutureResearch198541.PetersTomThrivingonChaos198842.PingRTheEffectsofSatisfactionandStructuralConstraintsonRetailerExiting,Voice,Loyalty,Opportunism,andNeglect1993(03)43.PorterMECompetitivestrategy:techniquesforanalyzingindustriesandcompetitors198044.PrusAmanda.DRandallBrandtUnderstandingYourCustomer,MarketingTools199545.ReichheldFrederickF.WEralSasserJrZeroDefection:QualityComestoServices199046.ReichheldFFTheLoyaltyEffect199647.RusbultCE.JohnsonDJ.MorrowGDDeterminantsandConsequencesofExit,Voice,Loyalty,andNeglect:ResponsestoDissatisfactioninAdultRomanticRelationships1986(01)48.WestbrookRobertAInterpersonalAffectiveInfluencesonConsumerSatisfactionwithProducts198049.WeissAM.EAndersonConvertingfromIndependenttoEmployeeSalesForces:TheRoleofPerceivedSwitchingCosts199250.WilliamsonOliverEMarketsandHierarchies,AnalysisandAntitrustImplications:AStudyintheEconomicsofInternalOrganization197551.WilliamsonOliverETheModernCorporation:Origins,Evolution,Attributes198152.WoodruffRB.ERCadotte.RLJenkinsModelingConsumerSatisfactionProcessUsingExperience-BasedNorms198353.白长虹.刘炽服务企业的顾客忠诚及其决定因素研究[期刊论文]-南开管理评论2002(6)54.高丽消费品市场转换障碍研究[学位论文]硕士200255.顾平.宁宣熙从顾客满意到顾客忠诚[期刊论文]-商业研究2002(21)56.顾巍.范贵华.唐华顾客满意与顾客忠诚的关系研究[期刊论文]-软科学2004(5)57.何锁柱关系营销:一种新的营销理论[期刊论文]-西安邮电学院学报1997(1)58.霍映宝.韩之俊顾客忠诚研究述评[期刊论文]-商业研究2004(4)59.梁威利用转换障碍保留客户[期刊论文]-企业活力2003(9)60.刘志刚.马云峰顾客忠诚度与顾客保留度分析[期刊论文]-武汉科技大学学报(社会科学版)2003(2)61.罗振坤多维商业体系下的顾客忠诚研究[学位论文]硕士200462.阿德里安·佩恩.梁卿关系营销:形面和保持竞争优势200263.贝特森霍夫曼.邓小敏管理服务营销200464.霍夫曼彼得森.胡介埙服务营销精要--概念、策略和案例200465.科特勒.梅清豪营销管理200366.泽斯曼尔比特纳.张金成.白长虹服务营销200467.曲伟华基于CRM的客户维系策略[学位论文]硕士200268.田红电信运营企业开展关系营销的研究[学位论文]硕士200369.严浩仁.贾生华顾客满意向顾客忠诚的转换机理研究综述[期刊论文]-山西财经大学学报2003(6)70.王方华.洪祺琦.梁卿关系营销199871.王桂林关系营销、营销管理及顾客导向探析[期刊论文]-商业研究2004(16)72.王智强.王明照转换成本对电信市场影响之博弈分析[期刊论文
本文标题:基于客户忠诚的客户转换障碍研究
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