顾客组织社会化研究综述与未来展望
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外国经济与管理 2011 年 第 33 卷第 02 期, 页码：33 - 40
摘要
参考文献
摘要
顾客组织社会化反映了服务营销领域将顾客作为组织成员来研究的方向。本文对顾客组织社会化相关文献进行了梳理,从顾客组织社会化的概念、策略、后果等方面对现有研究展开了述评,并指出了该领域的未来研究方向。
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[2]J R B Halbesleben,and M R Buckley.Managing customers as employees of the firm[J].Personnel Review,2004,33(3):351-372.
[3]P K Mills,and J H Morris.Clients as partial employees of service organizations:Role development in client participation[J].Academy of Management Review,1986,11(4):726-735.
[4]D MRousseau.Psychological contractsin organizations:Understanding written and unwritten agreements[M].Thousand Oaks,CA:Sage,1995.
[5]B Schneider,and D E Bowen.Winning the service game[M].Boston:Harvard Business School Press,1995.
[6]S W Kelley,et al.Customer participationin service production and delivery[J].Journal of Retailing,1990,66(3):315-335.
[7]S W Kelley,et al.Organizational socialization of service customers[J].Journal of Business Research,1992,25(3):197-214.
[8]C A Lengnick-Hall,et al.Fromrecipient to contributor:Examining customer roles and experienced outcomes[J].EuropeanJournal of Marketing,2000,34(3/4):359-383.
[9]A R Rodie,and S S Kleine.Customer participationin services production and delivery[M].Thousand Oaks,CA:Sage,2000.
[10]K K Govender.Managing service quality by managingthe service customer[J].South African Journal of Business Management,1998,29(3):89-100.
[11]S Nambisan.Designing virtual customer environments for new product development:Toward a theory[J].Academy of Management Review,2002,27(3):392-413.
[12]C A Lengnick-Hall.Customer contributions to quality:Adifferent viewof the customer-orientedfirm[J].Academy of Manage-ment Review,1996,21(3):791-824.
[13]K L Fonner,and C E Ti mmerman.Organizational newc(ust)omers:Applying organizational newcomer assi milation concepts tocustomer information seeking and service outcomes[J].Management Communication Quarterly,2009,23(2):244-271.
[14]V Zeithaml,and MBitner.Services marketing[M].New York:McGraw-Hill,1996.
[15]C Claycomb,et al.The customer as a productive resource:A pilot study and strategic i mplications[J].Journal of BusinessStrategies,2001,18(1):47-69.
[16]L L Bove,et al.Service worker role in encouraging customer organizational citizenship behaviors[J].Journal of Business Re-search,2009,62(7):698-705.
[17]K WChan,et al.Is customer participationin value creation a double-edged sword?Evidence fromprofessional financial servicesacross cultures[J].Journal of Marketing,2010,74(3):48-64.
[18]J C Chebat,and P Kollias.Thei mpact of empowerment on customer contact employees’rolesin service organizations[J].Jour-nal of Service Research,2000,3(1):66-81.
[19]C Scott,and K K Myers.The socialization of emotion:Learning emotion management at the fire station[J].Journal of AppliedCommunication Research,2005,33(1):67-92.
[20]B Lawson,et al.Knowledge sharingininterorganizational product development teams:The effect of formal andinformal social-ization mechanisms[J].Journal of Product Innovation Management,2009,26(2):156-172.
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汪涛, 张辉, 刘洪深. 顾客组织社会化研究综述与未来展望[J]. 外国经济与管理, 2011, 33(2): 33–40.
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