怀旧香港 ...
刘楚 Liu Chu ...hunchback Hero
吴可 Ng Ho
戴良 Tai Leung ...
基于8个网页-
基于1个网页-
基于1个网页-
基于1个网页-
Ng? ?ình Kh?
Ngo dinh kha
wu chit ko ko
Warwick Clark
Apartments Villa Vujcic
更多收起网络短语
苦心人、天不负，卧薪尝胆，三千越甲可吞吴。
Painstakingly days live, Revival, 3000 Miss Vietnam A can swallow.
苦心人，天不负， 卧薪尝胆，三千越甲可吞吴”。
The good, you days, the hardships that can swallow a thousand more Wu.
重点是对吴玉如学术成就的定位，本文认为书法可代表吴玉如的艺术成就。
The key point is to the Wu Yuru academic success localization, this article thought that the calligraphy may represent Wu Yuru's artistic achievement.
“吴可”是个多义词，它可以指吴可（徐州市贾汪区农委副主任）, 吴可（宋代诗人）, 吴可（华中科技大学经济学院金融系副教授）, 吴可（刘德华御用替身）, 吴可（河南大学数学与信息科学学院院长）。
以上来源于：
$firstVoiceSent
- 来自原声例句
请问您想要如何调整此模块？
感谢您的反馈，我们会尽快进行适当修改！
请问您想要如何调整此模块？
感谢您的反馈，我们会尽快进行适当修改！分类号密级UDC编号；武汉大学；硕士学位论文；知识密集型服务中顾客社会化对任务承；诺和满意度的影响研究；研究生姓名：吴可学；学号：9；指导教师姓名、职称：徐岚教授；学科、专业名称：市场营销管理；研究方向：服务营销；2013年4月；Aresearchonhowcustomerso；satisfactioninKIBS；By；WuKexu
知识密集型服务中顾客社会化对任务承
诺和满意度的影响研究
名：吴可学
指导教师姓名、职称：徐岚 教授
学 科、专 业 名 称：市场营销管理
向：服务营销
A research on how customer socialization influences customer task commitment and
satisfaction in KIBS
April，2013
知识密集型服务行业已经成为现代服务经济中最为重要的行业，它的生产的传递以知识为中心和中介并要求顾客积极高效的参与其中。然而知识密集型服务中的顾客先天缺乏服务传递所需的知识技能，这就为服务组织提出了社会化顾客的要求。顾客社会化的概念发展自组织理论文献的“员工社会化”，知识密集型服务里顾客作为“部分员工”也需要社会化的活动，才能高效地投入资源以保证服务的成功交换。顾客社会化本质上看是顾客认知变化的过程，接触和掌握服务相关角色、知识对顾客来说是一项新的学习任务，因而本文引入分类学习理论中的“基于规则的学习”和“信息整合的学习”概念，提出了“基于规则的顾客社会化”和“基于情境的顾客社会化”两种顾客社会化策略。本文认为顾客社会化对服务绩效的影响受到情境因素影响，本文提出了知识密集型服务中的两个关键变量：服务知识特征、顾客授权水平。本文通过实验发现：当组织采取基于规则的顾客社会化时，与提供体现知识相比，提供编码知识能产生更高的服务知识转移效率和效果；当组织采取基于情境的顾客社会化时，与提供编码知识相比，提供体现知识能产生更高的服务知识转移效率和效果；当社会化策略与服务知识相匹配时（即使用基于规则的社会化策略来转移编码知识，使用基于情境的社会化策略来转移体现知识），相比低顾客授权而言，高顾客授权使顾客产生了更高的任务承诺和顾客满意；当社会化策略与服务知识不匹配时（即使用基于规则的社会化策略来转移体现知识，使用基于情境的社会化策略来转移编码知识），相比高顾客授权而言，低顾客授权使顾客产生了更高的任务承诺和顾客满意。在文章的最后，我们指出了本文的研究结论对现有文献的推进作用和对知识密集型服务实践的启示意义，并提出了顾客社会化理论的未来研究的方向。
关键词：顾客社会化、知识密集型服务、顾客授权、任务承诺、顾客满意
Knowledge intensive business service (KIBS) has becoming the most significant industry in nowadays service economy, in which knowledge plays a centre and mediator role. The process of its delivery requires resourceful inputs of customers, while customers lack service related knowledge and expertise congenitally. Thus service organizations share a common need to socialize customers to adapt to service exchange course.
The concept Dcustomer socialization‖ comes from Demployee socialization‖, which based on the logic that customers are viewed as Dpartial employees‖ in KIBS. Customer socialization aims to change audience‘s cognition. From this point of view, we introduce category learning literature and put customer socialization as a learning task for each customer. We develop the concept Drule-based learning‖ to Drule-based customer socialization‖, the concept Dinformation integration learning‖ to Dsituation-based learning‖. Most former literature discussed socialization‘s effect on service performance directly, while we put it as contextual. We introduce 2 significant variables―knowledge traits and empowerment level. After 8 independent experiment designs, we find that: when service organization takes the rule-based customer socialization strategy, compared with embodied knowledge, codified knowledge leads to better efficiency effect of service k when service organization takes the situation-based customer socialization strategy, compared with codified knowledge, embodied knowledge leads to better efficiency effect of service k
the 2 matches requires high empowerment lever, which in turn produce higher customer task commitment and satisfaction compared with l the 2 mismatches requires low empowerment lever, which in turn produce higher customer task commitment and satisfaction compared with high empowerment lever.
At the end of our discussion, we point out the contributions that the research have made to socialization literature and guideline the conclusion have provided to KIBS managers. We also look forward further study to perfect and promote our study.
Key Words: Customer Socialization, Knowledge Traits, Empowerment Level
摘要 .............................................................. I ABSTRACT ......................................................... II
1 绪论 ............................................................ 1
1.1研究问题的提出............................................... 1
1.2研究目的和意义............................................... 2
1.3本文的主要研究内容........................................... 3
2 文献回顾 ........................................................ 5
2.1知识密集型服务中顾客社会化的重要性........................... 5
2.1.1知识密集型服务的内涵 ................................... 5
2.1.2知识密集型服务中顾客社会化的重要意义 ................... 6
2.2顾客社会化理论综述........................................... 7
2.2.1顾客社会化的定义 ....................................... 7
2.2.2顾客社会化的影响 ....................................... 9
2.2.3如何进行顾客社会化 .................................... 12
2.3文献述评.................................................... 13
3 研究框架和假设提出 ............................................. 15
3.1知识密集型服务中的顾客社会化活动............................ 15
3.1.1基于规则的顾客社会化 .................................. 16
3.1.2基于情境的顾客社会化 .................................. 17
3.2知识密集型服务中影响顾客社会化过程的变量.................... 17
3.2.1服务知识的类型 ........................................ 17
3.2.2顾客授权 .............................................. 19
3.3 假设提出 ................................................... 19
3.3.1基于规则的顾客社会化策略对服务知识转移的影响 .......... 19
3.3.2基于情境的顾客社会化活动对服务知识转移的影响 .......... 21
3.3.3授权水平对服务知识转移影响任务承诺和顾客满意的调节作用 21
4 实验设计 ....................................................... 24
4.1 研究样本和程序 ............................................. 24
4.2 实验操纵 ................................................... 25
4.2.1 对社会化策略的操纵.................................... 25
4.2.2 对知识特征的操纵...................................... 25
包含各类专业文献、专业论文、文学作品欣赏、幼儿教育、小学教育、外语学习资料、行业资料、生活休闲娱乐、58吴可学-9-经济与管理学院等内容。　
　吴可学-9-经济与管理学院_管理学_高等教育_教育专区 暂无评价|0人阅读|0次下载|举报文档 吴可学-9-经济与管理学院_管理学_高等教育_教育...