顾客参与量表的构建和研究

被引：56

作者：

彭艳君

机构：

[1] 北京工商大学商学院

来源：

管理评论 | 2010年 / 22卷 / 03期

关键词：

顾客参与; 量表; 信度; 效度;

D O I：

10.14120/j.cnki.cn11-5057/f.2010.03.006

中图分类号：

F274 [企业供销管理];

学科分类号：

1201 ;

摘要：

顾客参与是服务区别于产品的关键所在,随着对顾客参与研究的深入,从定性研究向定量研究的转化,客观上要求顾客参与量表的产生。本文以美发业为研究对象,通过实证研究,构建了一个适合中国消费者的顾客参与量表,得到了事前准备、信息交流、合作行为和人际互动四个维度。并阐述了该结果在营销上的应用,最后指出了研究局限性与未来研究方向。

引用

页码：78 / 85

页数：8

共 8 条

[1] The impact of customer participation and service expectation on Locus attributions following service failure [J].

Yen, HR ;

Gwinner, KP ;

Su, WR .

INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2004, 15 (01) :7-26

[2]

The consumer as "transient employee": Consumer satisfaction through the lens of job-performance models[J] . Karthik Namasivayam.International Journal of Service Industry Management . 2003 (4)

[3] Social linking and Human Resources Management in the service sector [J].

Rémy, E ;

Kopel, S .

SERVICE INDUSTRIES JOURNAL, 2002, 22 (01) :35-56

[4]

Impact of Participative Service Relationships on Quality, Satisfaction and Retention[J] . Christine T. Ennew,Martin R. Binks.Journal of Business Research . 1999 (2)

[5]

The relationship between service customers’ quality assurance behaviors, satisfaction, and effort: A cost of quality perspective[J] . William E. Youngdahl,Deborah L. Kellogg.Journal of Operations Management . 1997 (1)

[6]

Customer Contributions to Quality: A Different View of the Customer-Oriented Firm[J] . Cynthia A. Lengnick-Hall.The Academy of Management Review . 1996 (3)

[7] MOTIVATING THE CLIENT EMPLOYEE SYSTEM AS A SERVICE PRODUCTION STRATEGY [J].

MILLS, PK ;

CHASE, RB ;

MARGULIES, N .

ACADEMY OF MANAGEMENT REVIEW, 1983, 8 (02) :301-310

[8]

Service Marketing ina Changing Environment. Silpakit, P,Fisk, R. P. American Marketing Association . 1985

← 1 →