信息对我国顾客满意过程的影响及其实证研究

上海交通大学硕士学位论文信息对我国顾客满意过程的影响及其实证研究姓名：张贞申请学位级别：硕士专业：管理科学与工程指导教师：田澎20050112-I--II--III-INFLUENCESOFINFORMATIONONCUSTOMERSATISFACTIONPROCESS:DEMONSTRATIONONSERVICESANDPRODUCTSABSTRACTCustomerSatisfactionissopopularinthepast20yearsthatithasbeenextensivelyusedinmanagementfieldsinformsofCustomerSatisfactionEngineering,CustomerSatisfactionIndexandCustomerRelationshipManagement.Ontheotherhand,researchesaboutInformationkeepgrowing.Withtheadventandimprovementofinformationtechnology,scholarsbegantheirstudiesconcerninginformationsearchbehaviorofconsumer,includinginformationsources/channels,involvementlevel,etc.andintegratedthemintostrategiesofenterprisesandorganizations.Althoughtheconnectionbetweencustomersatisfactionandinformationhasbeennotifiedbymanyresearchers,themechanismofinformationinfluencesonconsumptionprocessisstillawaitinginvestigation.BoththelackoftheoriesandshortageofpracticespreventtheconstructionofChineseCustomerSatisfactionIndex.Bycombiningcustomersatisfactionandinformation,thepaperintendstohelpcomprehendtheprocessofInformationSatisfaction,andprobestheroleofinformationinthreephases:CustomerExpectation,PerceivedValueandCustomerSatisfaction.Thefollowingarethemaincontributionsofthepaper.1)CustomerCategorizationandDefinition-IV-Theextensivescopeofcustomershouldincludeinternalcustomer,supplyingcustomer,andagencycustomer,financingcustomer,competitivecustomer,endcustomer,governmentcustomerandcommunitycustomer.Differentmarketstargetcustomerswithdifferentspecialdimension.Tocircleandconfinecustomersistheprerequisiteforthesuccedentanalyses.2)InformationSatisfactionProcessforExternalCustomersThispartofthepaperisfocusedon:a)theformsofinformationwhenimpactingcustomerexpectation,perceivedvalue,andcustomersatisfaction;b)theconcussionofinformationpropagationandinformationnoisesoncustomerconsumptionprocess,especiallyoncustomerexpectation;andc)thedifferentinformationsearchingbehaviorinthebackgroundofInternetfromthatintraditionalenvironments,togetherwiththedemographiccharacteristicsofInternetcustomersbasedonattributeslevel.3)InformationSatisfactionProcessforInternalCustomersInformationplaysanimportantroleinformulatingtheexpectationofpotentialemployees.Theinformationmechanismthroughoutthewholecommunicationprocessbetweenthepotential/presentemployeesandorganizationscanhelpimproverecruitmentstrategiesbymodifyingoradjustinginformationcontents,channels,releasingwaysandadvertisingfrequency.Culture,asdenotativeinformation,isthekeyforstaffstoachievetheirperceivedvalue.4)RelativeFieldResearchesTwofieldresearcheshavebeengiventotestthehypotheses,aimingatservicesandproductsrespectively.Themodelsareprovedeffectivewithstatisticways.Inaddition,apracticalprojectconcerningrecruitmentofMedicineRepresentativeisprovided,whichvalidatesthemodelof-V-InformationSatisfactionforEmployees.Thehypothesesandviewpointsofthepaperarededicatedtofutureresearchoninformationandcustomersatisfaction,andfurther,makeforthefigurationofChineseCustomerSatisfactionIndex.However,tointegrateinformationinthemodelandmakeitacceptableinpracticaloperationsstillneedsalotofworktodo.KEYWORDS:Information,Customers,CustomerSatisfactionProcess,EmployeeSatisfaction,Expectation,Informationchannels20050311-1-1.1JournalofMarketingJournalofMarketingResearchJournalofConsumerResearchCustomerSatisfactionIndexCSI1.21.2.1CSICSI1989SwedenCustomerSatisfactionBarometerSCSB[1]1992DeutscheKunden-barometerDK[2]20-2-Fornell,1994[3]7342001995[4]ACSICSI1998KCSI1998SWICS2000ECSI[5~7]CSICSI1-11-1CSI[8~16]Figure1-1CSIsintheWorld1.2.2CSICSI1CSI2CSI3CSICSICardozo1968ExpectationPerformanceOliver1980Cadotte&Wooddruff&Jenkins1987ECSI()KCSI()MCSI()ACSI()ACSI()BCSI()MCSI()CCSI()ACSI()DCSI()DK()SWICS()NCSB()-3-Richard1996Emerson&Grimm1999Smith&Bolton1999VanBirgelen&Buyter2001Abdullah&AINasser&Husain2000[17]CSIFornell199219951996CSICSISCSB/ACSI/SCSBACSICSICSIFortune1998ACSIACSICSICSI1.2.3CSI[18]CCSI1999CCSI52001CSI5CSI/CSI1999200120012001199820002000200120002001SASSERVQUALCSICSI2000-4-2001CSI2001CSICSICSIACSI1.2.4CSIRobertAPetersonMariaCMerinoPhillipNelson1970Blodgett,J.D.Hi1991KielLayton1981PunjStaelin1983FursePunj,Stewart1984BettySmith1987BlodgettHill1991200020022000/[19]CSI200012CSICSI-5-1-2[27]Figure1-2InformationRelatedCSIModelbyZhangXin’an20011-281.2.51-3Figure1-3EmployeeSatisfaction,CustomerSatisfactionandEnterpriseDevelopment[20]-6-1.31.3.1CSIPC1-41-4Figure1-4FrameworkoftheResearch1.3.2CSI/CSI-7-//PCAmos-8-CSICSI/2.1CSI[21]••TedJohns2-1-9-CSI2-1CSIFigure2-1TargetCustomersofMarketingandCSI[22][23]/[24]/CSI-10-/8CRM[25]CSICSI2-2CSI2-2CSIFigure2-2ExtensiveScopeofCSICustomers(theShadow)////CSICSICSICSI/CSICSI/•TedJohnsCSICSI-11-CSICSI2-32-3CSIFigure2-3CSICustomersinEndMarkets2.2CSICSI[26][27][28]CSI2.2.1/[29]CSI2-4CSI-12-2-4Figure2-4SpacialDimensionsofCustomerinConsumableMarket/CSI1987FCB(•)[30]/[31~32]/2.2.2CSICSI-13-[33][34]LDCLDC2-5CSI2-5Figure2-5SpacialDimensionsofCustomerinMaterialsMarket2.2.3[35][36]N&CSI-14-[37]CSICSI2-62-6Figure2-6SpacialDimensionsofCustomerinServiceMarket2.3CSI[39][39]2.4CSICSICSICSI&