摘要
通过对包含顾客情感因素的顾客满意模型的梳理、回顾,在对比、分析的基础上,文章指出考虑情感因素的影响是顾客满意研究中一种重要的研究方向,并对未来顾客满意研究提出了若干建议.
The customer satisfaction has already become the focus of many scholars and practitioners both at home and abroad in recent years, many theory models have been proposed, but the most models are focused on cognition in current researches. Based upon the review of existing literatures about customer satisfaction focused on customers＇ emotion, this paper puts them in order. Then, on the basis of contrasting and analyzing, the author indicates that focused on customers＇ emotion is very important in customer satisfaction research, and gives some suggestion in future research.
出处
《河北工业大学学报》
CAS
北大核心
2009年第3期84-89,共6页
Journal of Hebei University of Technology
关键词
顾客满意
顾客情绪
理论模型
期望-不一致
归因
customer satisfaction
customers＇ emotion
theory model
expectancy-disconfirmation
attribution
