国外顾客公民行为研究
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外国经济与管理 2009 年 第 31 卷第 09 期, 页码：47 - 52
摘要
参考文献
摘要
顾客行为研究是营销领域的一个热点话题。目前,学术界对顾客公民行为的界定和构成尚存在一定的分歧。为了深入探讨相关理论,本文分别从顾客公民行为的概念和构成维度、形成机理、影响因素等方面来系统梳理和分析国外相关文献,并在此基础上对未来研究进行了展望。
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[7]Rosenbaum,M S,and Massiah,C A.When customers receive support from other customers:Exploring the influence of intercus-tomer social support on customer voluntary performance[J].Journal of Service Research,2007,9(3):257-270.52外国经济与管理(第31卷第9期)
[2]Groth,Markus.Managing service delivery on the internet:Facilitating customers’coproduction and citizenship behaviors in service[D].The University of Arizona,2001.
[3]Scholl,R W.Differentiating organizational commitment for expectancy as a motivating force[J].Academy of Management Review,1981,6(4):589-599.
[4]Bettencourt,L A.Customer voluntary performance:Customer as partner in service delivery[J].Journal of Retailing,1997,73(3):383-406.
[5]Yi,Y,and Gong,T.The antecedents and consequences of service customer citizenship behavior and badness behavior[J].SeoulJournal of Business,2006,12(2):145-176.
[6]Yi,Y,and Gong,T.The effect of customer justice perception and effect on customer citizenship behavior and customer dysfunctionalbehavior[J].Industrial Marketing Management,2008a,37(7):767-783.
[7]Rosenbaum,M S,and Massiah,C A.When customers receive support from other customers:Exploring the influence of intercus-tomer social support on customer voluntary performance[J].Journal of Service Research,2007,9(3):257-270.52外国经济与管理(第31卷第9期)
引用本文
范钧, 孔静伟. 国外顾客公民行为研究[J]. 外国经济与管理, 2009, 31(9): 47–52.
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