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[10] Bitner M J.Evaluating service encounters:The effect of physical surrounding and employee responses[J].Journal of Marketing.1990,
54(2):69-82.
[11] Tor Wallin A,Lindestad B.The effect of corporate image in the formation of customer loyalty[J].Journal of Service Research.1998,
1(3):82-92.
[12] Jones T O,Sasser W E Jr.Why satisfied customer defected?[J].Harvard Business Review.1995,(11):88-99.
[13] Chen S F S.Transaction cost implication of private branding and empirical evidence[J].Strategy Management Journal.2010,31(4):371-389.
[14] 萬映紅,程佳.對(duì)不同類型顧客忠誠(chéng)度意愿的影響因素及其強(qiáng)度差異研究[J].管理學(xué)報(bào),2009,(12).
[15] Thorsten H T,Klee A.The impact of customer satisfaction and relationship quality on customer retention:A critical reassessment and
model development[J].Psychology and Marketing.1997,14(8):737-765.
[16] 金英,蘇萌,涂平.客戶滿意度推薦閾與重購(gòu)閾的聯(lián)合估計(jì)[J].統(tǒng)計(jì)與決策,2012,(7):1-4.
[17] Ulaga W,Reinartz W J.Hybrid offerings:How manufacturing firm combine goods and services successfully[J].Journal of Marketing.
2011,75(6):5-23.
[18] 王毅,趙平.顧客滿意度與木門企業(yè)股東價(jià)值關(guān)系研究[J].管理科學(xué)學(xué)報(bào),2010,(6):54-61.
[19] Anthony C I,Cowley E.The labor of lies:How lying for material rewards polarizes consumers’ outcome satisfaction[J].Journal of Consumer
Research.2012,39(3):478-492.
[20] Brady M K,Voorhees C M,Brusco M J.Service sweethearthing:Its antecedents and customer consequences[J].Journal of Marketing.
2012,76(2):81-98.
[21] Coelho P S,Henseler J.Creating customer loyalty through service customization[J].European Journal of Marketing.2012,46(3):331-356.
[22] 高充彥,賈建民.顧客滿意度不確定性對(duì)服務(wù)質(zhì)量評(píng)價(jià)的影響[J].管理科學(xué)學(xué)報(bào),2007,(2):39-46.
[23] Ha H Y,Janda S,Muthaly S K.A new understanding of satisfaction model in e-re-purchase situation[J].European Journal of Marketing.
2010,44(7):997-1016.
[24] 羅曉光,于立.顧客滿意度與顧客購(gòu)后行為的關(guān)系研究[J].管理世界,2007,(6):166-167.
[25] 王勇,莊貴軍,劉周平.木門企業(yè)對(duì)顧客直接投訴的反應(yīng)及其影響[J].管理學(xué)報(bào),2007,(3):318-324.
[26] Gershoff A D,Kivetz R,Keinan A.Consumer response to versioning:How brands’ production methods affect perception of unfair-
ness [J].Journal of Consumer Research.2012,39(2):382-398.
[27] Oliver R L.A cognitive model of the antecedents and consequences of satisfaction decision[J].Journal of Marketing Research.1980,
17(11):460-469.
[28] Ivanov V,Joseph K,Wintoki M B.Disentangling the market value of customer satisfaction:evidence from market reaction to the
[10] Bitner M J.Evaluating service encounters:The effect of physical surrounding and employee responses[J].Journal of Marketing.1990,
54(2):69-82.
[11] Tor Wallin A,Lindestad B.The effect of corporate image in the formation of customer loyalty[J].Journal of Service Research.1998,
1(3):82-92.
[12] Jones T O,Sasser W E Jr.Why satisfied customer defected?[J].Harvard Business Review.1995,(11):88-99.
[13] Chen S F S.Transaction cost implication of private branding and empirical evidence[J].Strategy Management Journal.2010,31(4):371-389.
[14] 萬映紅,程佳.對(duì)不同類型顧客忠誠(chéng)度意愿的影響因素及其強(qiáng)度差異研究[J].管理學(xué)報(bào),2009,(12).
[15] Thorsten H T,Klee A.The impact of customer satisfaction and relationship quality on customer retention:A critical reassessment and
model development[J].Psychology and Marketing.1997,14(8):737-765.
[16] 金英,蘇萌,涂平.客戶滿意度推薦閾與重購(gòu)閾的聯(lián)合估計(jì)[J].統(tǒng)計(jì)與決策,2012,(7):1-4.
[17] Ulaga W,Reinartz W J.Hybrid offerings:How manufacturing firm combine goods and services successfully[J].Journal of Marketing.
2011,75(6):5-23.
[18] 王毅,趙平.顧客滿意度與木門企業(yè)股東價(jià)值關(guān)系研究[J].管理科學(xué)學(xué)報(bào),2010,(6):54-61.
[19] Anthony C I,Cowley E.The labor of lies:How lying for material rewards polarizes consumers’ outcome satisfaction[J].Journal of Consumer
Research.2012,39(3):478-492.
[20] Brady M K,Voorhees C M,Brusco M J.Service sweethearthing:Its antecedents and customer consequences[J].Journal of Marketing.
2012,76(2):81-98.
[21] Coelho P S,Henseler J.Creating customer loyalty through service customization[J].European Journal of Marketing.2012,46(3):331-356.
[22] 高充彥,賈建民.顧客滿意度不確定性對(duì)服務(wù)質(zhì)量評(píng)價(jià)的影響[J].管理科學(xué)學(xué)報(bào),2007,(2):39-46.
[23] Ha H Y,Janda S,Muthaly S K.A new understanding of satisfaction model in e-re-purchase situation[J].European Journal of Marketing.
2010,44(7):997-1016.
[24] 羅曉光,于立.顧客滿意度與顧客購(gòu)后行為的關(guān)系研究[J].管理世界,2007,(6):166-167.
[25] 王勇,莊貴軍,劉周平.木門企業(yè)對(duì)顧客直接投訴的反應(yīng)及其影響[J].管理學(xué)報(bào),2007,(3):318-324.
[26] Gershoff A D,Kivetz R,Keinan A.Consumer response to versioning:How brands’ production methods affect perception of unfair-
ness [J].Journal of Consumer Research.2012,39(2):382-398.
[27] Oliver R L.A cognitive model of the antecedents and consequences of satisfaction decision[J].Journal of Marketing Research.1980,
17(11):460-469.
[28] Ivanov V,Joseph K,Wintoki M B.Disentangling the market value of customer satisfaction:evidence from market reaction to the