影響等待對(duì)顧客價(jià)值作用的因素研究.pdf

1、青島大學(xué)碩士學(xué)位論文影響等待對(duì)顧客價(jià)值作用的因素研究姓名：楊蓉申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：企業(yè)管理指導(dǎo)教師：徐會(huì)奇20070609AbstractCustomervaluejsconsideredasanimportantsourt∞ofimprovingtheconsumerloyaltyandkeepinglastingcompetenceofacompanyConsumersachievecustomervaluebyconsumin

2、gSincewaitinghappensinconsumingprocessfrequentlyinthisthesiswe；willdiscussmainlyhowwaitinginfluencescustomervalueanditsinfluencingfactorSSomewesternresearche娼havefoundthatwaitinghasnegativeeffectsWaitingcallevokenegative

3、emotionsofconsumers，andthesenegativeemotionsmayhaveeffectsonconsumervalueBasedOlltheformerstudies，threefavorswhichmayinfluencethenegativeemotionsofconsumersageintroduced：controllabilityofwaitingcausationsstabilityofwaiti

4、ngcausationsandrichnessoffilledtimeAccordingtothewaitingexperiencemodelestablishedbyTaylor(1994)weInOposedacustomervaluemodelinfluencedbynegativeemotionsThismodelconsistsofthreecomponents，whichareinputvariables(controlla

5、bilityofwaitingcausations，stabilityofwaitingcausationsandrichnessoffilledtime)，intermediatevariable(negativeemotions)andoutputvariable(customervaiuO，Statisticalanalysisofthedatacollectedfromquestionnairesurveyhelpsustoma

6、kethefollowingconclusions：1Consumer’snegativeemotionduetowaitinginfluencescustomervaluenegatively；2Thereisastrongpositivecorrelationbetweencontrollabilityofwaitingcausationsandnegativeemotiog3Thereisastrongnegativecorrel