自恋顾客的服务创造:感知控制及他人评价对自恋顾客服务评价的影响
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外国经济与管理 2014 年 第 36 卷第 12 期, 页码：22 - 32
摘要
参考文献
摘要
本研究探讨了显性自恋顾客、隐性自恋顾客和非自恋顾客在服务接触中创造意愿的差异以及在不同感知控制和他人评价下服务感知的异同。研究表明,显性自恋顾客的创造意愿要明显高于隐性自恋顾客和非自恋顾客;当感知控制程度低时,隐性自恋顾客感知的服务过程质量明显偏低;当感知控制程度高时,即使创造成果遭到负面评价,显性自恋顾客的服务评价仍明显高于隐性自恋顾客和非自恋顾客;在感知控制程度低时如遭到负面评价,显性自恋顾客的服务评价则明显低于其他两种类型的顾客。
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[3]Bonnie A B H.Narcissism facebook use and self disclosure[D].Department of Communications,Brigham Young University,2011.
[4]Burroughs J and Mick D.Exploring antecedents and consequences of consumer creativity in a problem-solving context[J].Journal of Consumer Research,2004,21(1):402-211.
[5]Campbell W K,Hoffman B J,Campbell S M and Marchisio G.Narcissism in organizational contexts[J].Human Resource Management Review,2011,21(4):268-284.
[6]Campbell W K,Reeder G D,Sedikides C and Elliot A J.Narcissism and comparative self-enhancement strategies[J].Journal of Research in Personality,2000,34(3):329-347.
[7]DeWall C N,Buffardi L E,Bonser I and Campbell W K.Narcissism and implicit attention seeking:Evidence from linguistic analyses of social networking and online presentation[J].Personality and Individual Differences,2011,51(1):57-62.
[8]Dickinson K A and Pincus A L.Interpersonal analysis of grandiose and vulnerable narcissism[J].Journal of Personality Disorders,2003,17(3):188-207.
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[19]Luchner A F,Houston J M,Walker C and Alex Houston M M.Exploring the relationship between two forms of narcissism and competitiveness[J].Personality and Individual Differences,2011,51(6):779-782.
[20]Markus H R and Kitayama S.Culture and the self:Implications for cognition,emotion,and motivation[J].Psychological Review,1991,98(2):24-53.
[21]Masterson J F.The emerging self:A developmental,self,and object relations approach to the treatment of the closet narcissistic disorder of the self[M].New York:Brunner/Mazel,1993.
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[26]Salmivalli C.Feeling good about oneself,being bad to others?Remarks on self-esteem,hostility,and aggressive behavior[J].Aggression and Violent Behavior,2001,6(4):375-393.
[27]Sedikides C,Gregg A P,Cisek S and Hart C M.The I that buys:Narcissists as consumers[J].Journal of Consumer Psychology,2007,17(4):254-257.
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[36]彭艳君,景奉杰.顾客参与对顾客满意的影响——基于美发业的实证研究[J].营销科学学报,2008,4(2):24-43.
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引用本文
银成钺, 毕楠. 自恋顾客的服务创造:感知控制及他人评价对自恋顾客服务评价的影响[J]. 外国经济与管理, 2014, 36(12): 22–32.
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