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The relationship of customer complaints, satisfaction and loyalty： Evidence from China＇s mobile phone industry

ISSN号：1537-1514
期刊名称：《美中经济评论：英文版》
时间：0
分类：F274[经济管理—企业管理;经济管理—国民经济] F840.3[经济管理—保险]
作者机构：[1]Customer Satisfaction Measurement Center, China National Institute of Standardization, Beijing 100088, China, [2]College of Management, Tianjin Normal University, Tianjin 300387, China, [3]China National lnstitute of Standardization, Beijing 100088, China
相关基金：We wish to acknowledge the National Natural Science Foundation of China （70472064）. We gratefully acknowledge the three anonymous reviewers for their valuable advice about further improvement of this manuscript. We also wish to thank Dr. Wynne Chin of the University of Houston for kindly permitting us to use his PLS-Graph package.

作者： KANG Jian[1], ZHANG Yin[2], ZHENG Zhao-hong[3]

关键词：客户满意度, 客户投诉, 忠诚度, 移动电话, 中国, 证据, 行业, 结构方程模型, customer complaints, customer satisfaction, customer loyalty, structural equation model, PLS

中文摘要：

KANG Jian, Ph.D., Customer Satisfaction Measurement Center, China National Institute of Standardization; research fields： customer asset and customer satisfaction, use of statistical modeling in marketing research. ZHANG Xin, Ph.D., lecturer, College of Management, Tianjin Normal University; research fields： service quality measurement, reverse logistics and operational research. ZHENG Zhao-hong, associate professor, China National Institute of Standardization; research fields： customer asset and customer satisfaction, use of statistical modeling in marketing research.

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