服务管理中的价值、满意及不确定性研究

西南交通大学博士学位论文服务管理中的价值、满意及不确定性研究姓名：高充彦申请学位级别：博士专业：管理科学与工程指导教师：胡培;贾建民20060301服务管理中的价值、满意及不确定性研究作者：高充彦学位授予单位：西南交通大学参考文献(120条)1.IsWal-MarttooPowerful?20032.AllanP.LosebyPHNo-layoffPoliciesandCorporateFinancialPerformance1993(01)3.AndersonEW.SullivanMTheAntecedentsandConsequencesofCustomerSatisfactionforFirms1993(02)4.AndersonEugeneW.ClaesFornell.DonaldRLehmannCustomerSatisfaction,MarketShare,andProfitability19935.AndersonEugeneW.ClaesForne11.RolandTRustCustomerSatisfaction,Productivity,andProfitability:DifferencesbetweenGoodsandServices19976.AndersonEugeneW.ClaesFornell.SanalKMazvancherylCustomerSatisfactionandShareholderValue20047.BarberL.HaydayS.BevanSFrompeopletoprofits[InstituteforEmploymentStudiesReport,No.355]19998.BassiLJ.VanburenMESustainingHigh-performanceinBadTimes1997(06)9.BitnerMaryJo.BernardHBooms.MaryStanfieldTetreaultTheServiceEncounter:DiagnosingFavorableandUnfavorableIncidents199010.BlackAndrew.PhilipWright.黄振聪企业价值--股东财富的探求200311.BoltonRuthN.JamesHDrewALongitudinalAnalysisoftheImpactofServiceChangesonCustomerAttitudes199112.BoltonRuthN.JamesHDrewAMultistageModelofCustomers'AssessmentsofServiceQualityandValue199113.BrancatoKCInstitutionalInvestorsandCorporateGovernance-BestPracticesforIncreasingCorporateValue200114.ButtleFrancesSERVQUAL:Review,Critiqe,ResearchAgenda1996(01)15.CarstenJM.SpectorPEUnemployment,JobSatisfaction,andEmployeeTurnover:AMeta-analyticTestoftheMuchinskyModel198716.CharnesA.WCooper.ALewin.L.SeifordDataEnvelopmentAnalysis199417.CohenSG.ChangL.LedfordGEAHierarchicalConstructofSelf-managementLeadershipanditsRelationshiptoQualityofWorkLifeandPerceivedWorkGroupEffectiveness1997(02)18.CokinsGaryPerformanceManagement:FindingtheMissingPieces200319.CorpulskyWBalancingtheneedsofcustomersandshareholders1991(06)20.CraigElizabeth.JohnKimberly.HamidBouchikhi.李安兴培养能力培养忠诚2004(03)21.CroninJJoseph.StevenATaylorMeasuringServiceQuality:AReexaminationandExtension1992(03)22.DavidsonWN.WorrellDLAComparisonandTestoftheUseofAccountingandStockMarketDatainRelatingCorporateSocialResponsibilityandFinancialPerformance1990(03)23.DelaneyJT.HuselidMATheImpactofHumanResourceManagementPracticesonPerceptionsofOrganizational1996(03)24.DevlinSusanJ.HKDong.MarbueBrownSelectingaScaleforMeasuringQuality1993(03)25.FornellCANationalCustomerSatisfactionBarometer:theSwedishExperience199226.FornellClaesTheQualityofEconomicOutput:EmpiricalGeneralizationsAboutItsDistributionandRelationshiptoMarketShare1995(03)27.FornellClaes.MichaelDJohnson.EugeneWAnderson.JaesungCha,BarbaraBryantTheAmericanCustomerSatisfactionIndex:Description,Finding,andImplications1996(04)28.FournierSusan.DavidGlenMickRediscoveringSatisfaction199929.GrantRickNoLoanCommissionswithoutCross-SellingatRBC2003(09)30.Gr(o)nroosChristianAServiceQualityModelandItsMarketingImplications1984(08)31.GummessonEQualityManagementinServiceOrganization:AnInterpretationoftheServiceQualityPhenomenonandaSynthesisofInternationalResearch199332.HackmanJR.OldhamGRWorkRedesign198033.HallowellRTherelationshipsofcustomersatisfaction,customerloyalty,andprofitability:anempiricalstudy1996(04)34.HavlovicSJQualityofworklifeandhumanresourceoutcomes1991(03)35.HeskettJamesL.ThomasOJones.GaryWLoveman.W.EarlSasser,Jr,LeonardA.SchlesingerPuttingtheService-ProfitChaintoWork199436.HeskettJamesL.WEarlSasserJr.LeonardASchlesingerTheService-ProfitChain199737.HeskettJamesL.WEarlSasserJr.LeonardASchlesingerTheValue-ProfitChain200338.HianCC.EinsteinWOQualityofWorkLife(QWL):WhatCanUnionsDo?1990(02)39.HomPW.GriffethRWEmployeeTurnover199540.HuselidMATheImpactofHumanResourceManagementPracticesonTurnover,Productivity,andCorporateFinancialPerformance1995(03)41.InmanJJeffrey.JamesSDyer.JianminJiaAGeneralizedUtilityModelofDisappointmentandRegretEffectsonPost-ChoiceValuation199742.JacobyJ.KynerDBBrandLoyaltyvs.RepeatPurchasingBehavior1973(02)43.JohnsonMichaelD.EugeneWAnderson.ClaesFornellRationalandAdaptivePerformanceExpectationsinaCustomerSatisfactionFramework199544.JonesTO.SasserWEWhysatisfiedcustomersdefect?199545.KahnemanDaniel.AmosTverskyProspectTheory:AnAnalysisofDecisionsUnderRisk197946.KaplanRS.NortonDPThebalancedscorecard-measuresthatdriveperformance199247.KaplanRS.NortonDPPuttingthebalancedscorecardtowork199348.KeeneyRalphL.HowardRaiffaDecisionwithMultipleObjectives:PreferencesandValueTradeoffs197649.KingAS.EhrhardBJDiagnosingOrganizationalCommitment:AnEmployeeCohesionExercise1997(03)50.KotlerPhilip.GaryArmstrongPrinciplesofMarketing200451.LauRSMQualityofWorkLifeandPerformance-AnadhoeInvestigationofTwoKeyElementsintheServiceProfitChainModel2000(05)52.LauRSM.MayBEAWin-winParadigmforQualityofWorkLifeandBusinessPerformance1998(03)53.LeemonDMarketing'scoreroleinstrategicreengineering1995(02)54.LevBL.SougiannisTTheCapitalizationAmortizationandValueofR&D199655.LeveringRobertCreatingagreatplacetowork:Whyitisimportantandhowitisdone2004(08)56.LockeEETheNatureandCausesofJobSatisfaction197657.LovemanGWEmployeeSatisfaction,CustomerLoyalty,andFinancialPerformance:AnEmpiricalExaminationoftheServiceProfitChaininRe