国外顾客投诉研究及其启示
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外国经济与管理 2005 年 第 27 卷第 10 期, 页码：
摘要
参考文献
摘要
近年来,服务质量管理和顾客满意问题越来越受到国内外企业和学者的关注,但关于顾客投诉的研究却没有受到相应的重视。相对而言,国外顾客投诉研究还比较全面、深入。本文对国外顾客投诉的近期研究成果进行了梳理和介绍,以期对国内顾客投诉的管理有所启示,并为国内顾客投诉的研究提供参考。
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[2]Isabelle Prim , Bernard Pras . "Friendly" complaining behaviors : toward a relational approach[J]. Journal of Market Focused Management , 1999,(3):333-352.
[3]N W W Lam, B G Dale. Customer complaints handling system:key issues and concerns[J] . Total Quality Management, 1999, 10(6):843-851.
[4]Diane Halstead,Edward A Morash,John Ozment. Comparing objective service failure and subjective complaints-an investigation of domino and halo effects[J]. Journal of Business Research, 1996, (36): 105-117.
[5]Marie Marquis,Pierre Filiatrault. Understanding complaining responses through consumers' self-consciousness disposi-tion[J] . Psychology & Marketing,2002,19(3):267-292.
[6]Scott W Hansen,John E Swan,Thomas L Powers . Encouraging "friendly"complaints behavior in industrial marketsreventing the loss of customers and reputation[J]. Industrial Marketing Management, 1996, (25):271-281.
[7]Debbie Thorne McAlister, Robert C Erffmeyer. A content analysis of outcomes and responsibilities for consumer complaints to third-party organizations[J]. Journal of Business Research, 2003, (56): 341-351.
[8]Judy Strauss,Donna J Hill . Customer complaints by e-mail:a exploratory investication of corporate responses and customer reaction[J]. Journal of Interactive Marketing, 2001,15(11): 63-73.
[9]Jen-hung Huang,Chun-te Huang and Soushan Wu . National character and response to unsatisfactory hotel service[J]. Hospitality Management, 1996, 15(3): 229-243.
[10]Anna S Mattila,Daniel J Mount. The impact of selected customer characteristics and response time on e-complaint satisfaction and return intent[J]. Hospitality Management, 2003, (22):135-145.
[11]Magnus So'derlund. Customer familiarity and its effects on satisfaction and behavioral intentions[J]. Psychology & Marketing,2002,19(10): 861-880.
[12]Class Fomell, Birger Wernerfell. A model for customer complaints management[J].Marketing Science, 1988, 17(3): 287-298.
[13]Jeffrey R Torp . In person, by phone, by mail, or online: managing customer complaints[J]. ABA Bank Compliance, 2003, 24(3):10-19.
[14]Indermill, Kathy L. Calming Complainers[J]. Restaurant Hospitality, ABI/INFORM Global , 1990, 74(10): 70.
[15]Richard Keller. 10 steps toward resolving customer complaints[J]. Roofing, Siding, Insulation Academic Research Library, 2002, 79(12):28.
[16]Kevin Lawrence. How to profit from customer complaints: turning problems into opportunities[J]. The Canadian Manager, 2000, 25(3):5-26.
[17]Jarrad Dunning, Anthony Pecotich, Aron O'Cass. What happens when things go wrong? retail sales explanations and their effects[J]. Psychology & Marketing, 2004, 21(7):553-572.
[18]Moshe Davidow. Organizational responses to customer complaints: what works and what doesn't [J]. Journal of Service Research , 2003, 5(3):225-250.
[19]Leslie W Flott. Complaint Management[J] . Quality Control,2001,9:7-71.
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冯青. 国外顾客投诉研究及其启示[J]. 外国经济与管理, 2005, 27(10): 0.
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