感知转换壁垒对顾客满意与忠诚关系的调节作用研究

大连理工大学硕士学位论文感知转换壁垒对顾客满意与忠诚关系的调节作用研究姓名：费宏伟申请学位级别：硕士专业：企业管理指导教师：董大海20040601感知转换壁垒对顾客满意与忠诚关系的调节作用研究作者：费宏伟学位授予单位：大连理工大学参考文献(44条)1.韩经纶.韦福祥顾客满意与顾客忠诚互动关系研究[期刊论文]-南开管理评论2001(6)2.詹姆斯赫斯克特.厄尔萨塞.伦纳德施莱辛格.牛海鹏服务利润链20013.托马斯O琼斯.w厄尔萨塞.张永为什么满意的顾客会离开企业20024.曹礼和.田志龙试论企业的顾客满意战略[期刊论文]-经济师2001(4)5.弗雷德里克莱希赫尔德.常玉田忠诚的价值:增长、利润与持久价值背后的力量20016.MichaelAJones.DavidLMothersbaogh.SharonEBerttySwitchingbarriersandreDurchaseintentionsinservices2000(02)7.费宏伟.董大海基于感知转换壁垒的顾客满意与顾客忠诚关系模型研究20038.AndersonEW.SullivanMWTheAntecedentsandConsequencesofCustomerSatisfactionforFirms19939.菲利普科特勒.梅汝和.梅清豪营销管理-分析、计划、执行和控制199910.HeskettJL.SasserWE.SchlesingerLATheServiceProfitChain199711.AndersonEW.ClaesFomellACustomersatisfactionresearchprospectus199412.AndersonJC.NarusJAAmodelofdistributor'Sperspectiveofdistributor-manufacturerworkingpartnerships198413.OliverRichardLSatisfaction:Abehavioralperspectiveontheconsumer199714.OliverRichardLCustomersatisfactionwithservice200015.韩小芸.汪纯孝服务性企业顾客满意感与忠诚感关系200316.DickAS.BasuKCustomerLoyalty:TowardailIntegratedConceptualFramework1994(02)17.BackmanSJ.CromptonJLDifferentiatingamongHigh,Spurious,Latent,andLowLoyaltyParticipantsinTwoLeisureActivities1991(02)18.PritchardMP.HowardDRTheLoyalTraveler:ExaminingaTypologyofServicePatronage1997(04)19.StanleyABrownCustomerrelationshipmanagement200020.鲁江.葛松林浅论企业顾客关系管理的核心--忠诚度[期刊论文]-华中农业大学学报（社会科学版）2002(2)21.罗伯特D巴泽尔.布拉德利T盖尔战略与绩效--PIMS原理200022.ReichheldWE.SasserJrZeroDefections:QualityComestoServices199023.HeskettJL.SasserWE.SchlesingerLATheServiceProfitChain199724.FornellMD.JohnsonEW.AndersonJC.Bryant,B.ETheAmericanCustomerSatisfactionIndex:Nature,Purpose,andFindings199625.董大海基于顾客价值构建竞争优势的理论与方法研究[学位论文]博士200326.德尔I霍金斯.罗格J贝斯特.肯尼思A科尼.符国群消费者行为学200027.周朝琦.侯龙文质量管理创新200028.陈明亮客户重复购买意向决定因素的实证研究[期刊论文]-科研管理2003(1)29.RichardLOliverWhenceconsumerloyalty1999(zk)30.AchimWalter.ThiloAMuller.GabrieleHelfert.ThomasRitterFunctionsofindustrialsupplierrelationshipsandtheirimpactonrelationshipquality200331.MichaelAJones.DavidLMothersbaogh.SharonEBerRyWhycustomerstay:measuringtheunderlyingdimensionsofservicesswitchingCOstsandmanagingtheirdifferentialstrategicoutcomes200232.RobertHChenhallRelienceonmanufacturingperformancemeasures,totalqualitymanagementandorganizationperformance199733.UrbanyJoelEAnexperimentalexaminationoftheeconomicsofinformation198634.BeckerHSNotesontheconceptofcommitment199035.RubultCarylECommitmentandsatisfactioninromanticassociations:Atestoftheinvestmentmodel198036.HauserJohnR.BirgerWemerfeltAnevaluationcostmodelofconsiderationsets199037.金镝经济学199738.小卡尔·迈克丹尼尔.罗杰·盖兹.范秀成当代市场调研200039.TorstenJGerpott.WolfgangRams.AndreasSchindlerCustomerretention,loyalty,andsatisfactionintheGermanmobilecelluartelecommunicationsmarket200140.马庆国管理统计200241.2003年国内通信行业运行状况分析200442.丘慧慧.吴鹰便宜是硬道理200443.HairJosephFJr.RolphEAnderson.RonaldLTatham.WillianmC.BlackMuItivariateDataAnalysis199844.董大海.费宏伟汽车机油泵行业前景分析[期刊论文]-汽车工业研究2003(6)本文链接：授权使用：上海海事大学(wflshyxy)，授权号：8b2880a0-ea26-4829-beca-9dfd00f5ff90下载时间：2010年9月26日