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顾客感知服务质量研究20年 7 上页:亟待进一步研究的问题 ① Converse,P.D.(1921),Marketing: Methods and Policies, Prentice-Hall, Inc, New York. ② Johnson,E.M.(1969),As Goods and Services Different? An Exercise in Marketing Theory, PhD dissertation, Washington University. ③ Gronroos, Christian(1982):Strategic Management and Marketing in the Service Sector. Research Reports No.8, Swedish School of Economics and Business Administration, Helsinki. ④ A. Parasuraman,Zeithaml, V. and L. Berry(1988):SERVQUAL, A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol.64, 1(Spring),pp.12-40. ⑤ Christian Gronroos(2000),Service Management and Marketing: A Customer Relationship Management Approach(Second Edition),WILEY,P.80. ⑥ Liljander veroncia and Tore Strandivk:The Nature of Customer Relationships in Services, in:Teresa A. Swartz, David E. Bowen and Stephen W. Brown(eds.): Advances in Services Marketing and Management, Vol.4., London: JAI Press Inc. ⑦ Roland T. Rust,Anthony J. Zahorik and Timothy L. Keiningham(2001): Return On Quality, Irwin Publishing. ⑧ Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry (1988), SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality, Journal of Retailing, 64 (Spring), 12-40. ⑨ Teas, Kenneth R. (1993), Consumer Expectations and the Measurement of Perceived Service Quality, Journal of Professional Services Marketing, 8 (2),p.33 ⑩ 詹姆斯·赫斯克特、厄尔·萨塞、伦纳德·施莱辛格著,牛海鹏等译(2001):服务利润链,北京:华夏出版社,24。 ⑾ Gronroos, Christian(1982):Strategic Management and Marketing in the Service Sector, Research Reports No 8, Swedish School of Economics and Business Administration, Helsinki. ⑿ Parasuraman, A., Valarie A. Zeithaml and Leonard L. erry(1985): A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, Vol.49(Fall), pp. 41-50. ⒀ Johnson, Robert(1995):Exploring the Relationship Between Perceptions and Performance, in proceedings from Workshop on Quality Management in Services. V, Tilburg, The Netherlands, May 11-12, 1995, pp.187-196. ⒁ Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry(1990):An Empirical Examination of Relationships in An Extended Service Quality Model. Report No. 90-122(December). Cambridge, Massachusetts: Marketing Science Institute. ⒂ Parasuraman, A., Leonard L. Berry and Valarie A. Zeithaml(1991):Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, Volume 67, No.4(Winter),pp.420-450. ⒃ Valarie A. Zeithaml ,Leonard L. Berry and Parasuraman, A.(1991):The Nature and Determinants of customer Expectations of Service. Working Paper, Report No. 91-113(May), Cambridge, Massachusetts: Marketing Science Institute. ⒄ Fisk, R.P., Brown, S.W. and Bitner, M.J., Tracking the Evolution of the Service Marketing Literature, Journal of Retailing, Vol. 69 No.1,1993,pp.61-103. ⒅林恬予(2001):旅馆服务品质、顾客满意度与再宿意愿关系之研究,台湾图书馆索书号:论文室494 056M 89-10。 欢迎您与作者探讨您对此文的观点和看法,作者为天津商学院管理学院副院长;作者的电子邮件: w.f.x@26.net 本网刊登的文章均仅代表作者个人观点,并不代表本网立场。文中的论述和观点,敬请读者注意判断。
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