登录 | 注册 | 退出 | 公司首页 | 繁体中文 | 满意度调查
综合馆
非营利机构服务质量感知放大效应分析
  • 摘要

    分析了非营利机构服务质量感知的心理放大效应,对韦伯-费希纳模型进行了重新解释,借用卡尼曼等人的参照点原理佐证顾客感知服务质量时的心理非线性关系,并研究了如何通过改进顾客满意弹性从而为顾客带来更大的满意心理效应问题,为非营利机构及其他服务提供者准确把握顾客心理、改进服务质量、强化顾客忠诚等营销管理工作奠定了坚实的理论基础.

  • 作者

    郭国庆  孟捷  寇小萱  Guo Guoqing  Meng Jie  Kou Xiaoxuan 

  • 作者单位

    中国人民大学商学院,北京,100872/天津商学院国际教育学院,天津,300134

  • 刊期

    2005年2期 CSSCI

  • 关键词

    非营利机构营销  感知服务质量  放大效应 

参考文献
  • [1] 郭国庆. 现代非营利组织研究. 北京:首都师范大学出版社, 2001
  • [2] Kahneman D;Tversky A. Prospect Theory:an Analysis of Decision under Risk. Econometrica, 1979
  • [3] Strandvik T. Tolerance Zones in Perceived Service Quality. Publications of the Swedish School of Economics and Business Administration, 1994
  • [4] Johnston R. The Zone of Tolerance:Exploring the Relationship Between Service Transaction and Satisfaction With the Overall Service. International Journal of Service Industry Management, 1995,02
  • [5] 郭国庆. 市场营销通论. 北京:中国人民大学出版社, 2003
  • [6] Gronroos C. Strategic Management and Marketing in the Service Sector. Research Reports.Helsinki:Swedish School of Economics and Business Administration, 1982
  • [7] Parasuraman A;Zeithaml V A;Berry L L. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 1985,03
  • [8] Liljander V. Comparison Standards in Perceived Service Quality. Publications of the Swedish School of Economics and Business Administration, 1995
  • [9] Miller J A. Modifying Models,Eliciting Expectations,Posing Problems,and Making Meaningful Measurements. Cambridge,Massachusetts:Marketing Science Institute, 1977
  • [10] Swan J E;Oliver R L. Automobile Buyer Satisfaction with the Salesperson Related to Equity and Disconfirmation. Bloomington,Indiana University, 1985
  • [11] Zeithaml V A;Berry L L;Parasuraman A. Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 1988,01
  • [12] Cadotte E R;Woodruff R B;Jenkins R L. Norms and Expectations:How Different are the Measures. Bloomington,Indiana University, 1983
查看更多︾
相似文献 查看更多>>
3.94.202.172