| 顾客抱怨行为影响因素研究述评 |
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| 引用本文： | 熊文彦. 顾客抱怨行为影响因素研究述评[J]. 适用技术之窗, 2013, 0(12): 233-238 |
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| 作者姓名： | 熊文彦 |
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| 作者单位： | 江西财经大学工商管理学院,江西南昌,330013 |
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| 摘 要： | 顾客抱怨是消费者行为研究中一项重要的研究主题，了解抱怨原因、行为方式等有助于企业进行服务补救，降低流失率，提高企业竞争力。本文回顾国内外学者关于顾客抱怨的研究成果，对相关文献进行了总结与述评，主要包括顾客抱怨的内涵、顾客抱怨的分类，以及顾客抱怨的影响因素。
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| 关 键 词： | 服务失败 顾客不满 顾客抱怨 |
Research Review on Influence Factor of Customer Complaint Behavior |
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| Xiong Wenyan. Research Review on Influence Factor of Customer Complaint Behavior[J]. Science & Technology Plaza, 2013, 0(12): 233-238 |
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| Authors: | Xiong Wenyan |
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| Affiliation: | Xiong Wenyan |
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| Abstract: | Customer complaint is an important topic in consumer behavior research. To understand the rea-sons for complaining and behavior contribute to remedial services, reduce turnovers and improve the competitive-ness of enterprises. This paper reviews research papers home and abroad on customer complaints, including the connotation, classification and effects. |
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| Keywords: | Service Failure Customer Dissatisfaction Customer Complaints |
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