| 顾客抱怨行为影响因素研究综述 |
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| 引用本文： | 顾敏艳,谭春霞.顾客抱怨行为影响因素研究综述[J].金华职业技术学院学报,2009,9(5):42-45. |
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| 作者姓名： | 顾敏艳 谭春霞 |
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| 作者单位： | 金华职业技术学院,浙江金华321007 |
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| 摘 要： | 顾客抱怨行为影响因素可分为个体因素、情境因素、文化因素三方面。个体因素中的态度因素对于顾客抱怨行为有较大影响。情境因素对顾客抱怨行为影响在三类因素中最为显著。文化因素最常用于不同国家顾客抱怨行为的比较研究中。
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| 关 键 词： | 顾客抱怨行为 影响因素 综述 |
Review on the Impact Factors of Consumer Complaining Behavior(CCB) |
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| GU Yan-min,TAN Chun-xia.Review on the Impact Factors of Consumer Complaining Behavior(CCB)[J].Journal of Jinhua College of Profession and Technology,2009,9(5):42-45. |
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| Authors: | GU Yan-min TAN Chun-xia |
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| Institution: | ( Jinhua College of Vocation and Technology, Jinhua 321007, China) |
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| Abstract: | Consumer complaining behavior is influenced by several determinants： individual factor, situation factor and cultural factor. In these three factors, the attitude factor of individual factor is a greater impact on CCB, the effect of the situation factor is most significant CCB while the cultural factor is often used during the comparative study of CCB in different countries. |
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| Keywords: | Consumer Complaining Behavior impact factors review |
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