Customer satisfaction and service system based on motive-hygiene theory

ACM International Conference Proceeding Series

Volumn 113, Issue , 2005, Pages 860-863

  Ma, Li ^a,b   Qi, Shanhong ^b  

^a UNIVERSITY OF JINAN   (China)

^b NANKAI UNIVERSITY   (China)

Author keywords

customer loyalty; customer satisfaction; motive hygiene theory; service system

Indexed keywords

CUSTOMER LOYALTY; NEW SERVICES; SERVICE SYSTEMS;

ELECTRONIC COMMERCE; SALES;

CUSTOMER SATISFACTION;

EID: 77953860918     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1145/1089551.1089720     Document Type: Conference Paper

References (5)

1. Han Jing-lun and Wei Fu-xiang, Study on the interactive relationship between customer satisfaction and loyalty (in Chinese), Nankai Business Review, No.6, 2001, 8-10.
2. Frederick Herzberg. The Managerial Choice to be efficient and to be human, Olympus Publishing Company, 1982, Second edition (revised).
3. Oliver, Rechard L., Roland T. Rust, and Sajeev Varki. Customer Delight: Foundings, Findings, and Managrial Insight, Journal of Retailing, Vol.73 (3), 1997.
4. Frederick F. Rechheld. Lead for loyalty, Harward Business Review, July-August, 2001.
5. Zhang Da-liang, Encouragement analytical method: an instrument of analyzing customer satisfaction degree, Technoeconomics and management research, No.6, 2000, 48-49.