摘要
世界卫生组织(WHO)对医疗服务质量有效性的解释是:“病人得到期望的和满意的效果。”随着医疗机构之间的竞争愈演愈烈,医疗服务的满意研究受到了更多的重视。然而,病人满意研究的现状是:一方面各类病人满意研究得出了异常高的的满意度结果,另一方面却是社会对医院服务的强烈批评。“高满意低忠诚”的现象无法从病人满意研究中得到解释,病人满意并不是病人忠诚的充分条件,病人满意研究面临着前所未有的困惑和越来越多的质疑。
病人忠诚研究是病人满意研究的扩展。从国内外研究现状看,病人满意的研究文献众多,但病人忠诚的系统研究却十分缺乏,国内外现有病人忠诚研究存在的问题主要表现为:一是模型设计过于简单或者只以病人满意为核心变量,对病人忠诚的解释效果差。事实上,病人忠诚的形成受多种因素的影响和调节,是一个非常复杂的过程,现有研究主要以病人满意的大小作为病人忠诚的影响因素,而未考虑病人满意不确定性、市场因素等对病人忠诚形成的影响。二是照搬市场研究中顾客忠诚的研究模型和方法,在构建病人忠诚模型时,对医疗服务固有的特殊性考虑不够,研究结论难以令人信服。三是定性研究多,定量研究少,主要对病人忠诚的重要性、病人满意与忠诚的关系等进行定性分析,研究结论缺乏实证研究的验证,我们认为对于病人忠诚而言,实证研究是不可或缺的,实证研究不仅可以验证理论研究结论,而且可更精确地描述概念间的关系强度。
本文通过理论和实证研究,系统研究病人忠诚形成的影响因素,构建了适合医疗服务特点的病人忠诚意向模型。首先从病人质量感知、满意评价和忠诚意向的角度深入讨论医疗服务的特点,对于医疗服务特点的考虑,贯穿于病人忠诚意向理论模型的构建和概念的定义与测量研究的始终;在此基础上,结合市场研究中顾客满意和顾客忠诚理论,特别是最新理论研究成果,系统研究病人忠诚意向、病人感知质量、感知价格、病人满意、转换成本、替代选择等要素的内涵和外延,建立病人忠诚意向理论模型;然后通过统计学研究和实证研究对理论模型进行求解和验证,最终建立起适合医疗服务特点的病人忠诚意向模型。
本研究完全从病人感知的角度研究病人忠诚,不仅体现在概念选择和模型构建上,而且体现在测量工具的形成上,都是从病人的观点出发研究问题,研究结论具有重要的实践指导意义,有助于医疗机构理解病人忠诚的形成机制,建立病人忠诚的培育机制,提高医疗服务质量,提升医疗市场竞争力。整个研究形成了较为完善的病人忠诚研究模式,为病人忠诚的研究作出了理论和研究方法上的贡献。
在统计学方法上,本文深入研究了病人忠诚意向模型的PLS-SEM求解方法,重点研究了PLS-SEM的模型评价方法,基于PLS-SEM的细分算法以及PLS-SEM的调节效应和调节效应的估计准确性与统计功效问题。在模型评价上,推导了PLS-SEM的内部关系、外部关系和总体预测效能的评价指标,用R~2评价内部关系,用共同因子评价外部关系,用冗余评价整体模型的预测效能,还研究了blindfolding的交互验证评价方法。在基于PLS-SEM的细分算法研究上,对CLR算法进行了改进,用有限混合模型建立细分模型,用EM算法对细分模型进行求解,并提出用AIC,CAIC,BIC和信息熵对细分效果进行评价,进而确定细分组数。在PLS-SEM的调节效应研究上,首先研究了调节变量的模型设定问题,即当预测LV和调节LV均满足PLS-SEM模型设定时,交互效应LV满足模型设定的情形;然后针对调节效应的低统计功效和PLS-SEM的估计有偏性的问题,对PLS-SEM的调节效应的估计准确性和统计功效进行了Monte Carlo模拟研究。在估计准确性上,PLS-SEM在估计交互效应大小时,虽然存在低估,但估计偏差小于10%,估计偏差与总体交互效应的大小关系密切;在统计功效上,PLS-SEM估计交互效应的统计功效较低,平均为0.53,交互效应的统计功效既与样本量有关,也与总体交互效应的大小有关,较低的交互效应统计功效提示我们,从模型中删除不显着的调节变量应慎重。
本文理论和实证研究获得的主要研究结果有:
1.感知质量、感知价格、病人满意和病人忠诚构成了病人忠诚模型的核心关系链
病人感知质量直接影响病人满意,并通过病人满意影响病人忠诚,而感知价格对病人满意和病人忠诚都有直接影响。感知质量、感知价格、病人满意和病人忠诚构成了病人忠诚模型的核心关系链。本文用SERVQUAL五维(有形性、可靠性、响应性、保证性、移情性)度量了医疗服务的感知质量,五维感知质量的操作性定义概括为“技术可靠、响应需求、安全放心、关怀礼貌、有形感知”,全面反映了病人对医疗服务的期望与评价准则。实证研究中的整体样本情形,验证了五维质量对病人满意的显着性影响,其中可靠性、保证性、移情性是五维感知质量中最为重要的质量维度。本文用感知价格取代经典模型中的感知价值,避免了概念上的重复,即质量和价值的同义反复,理清了概念间关系。
2.信息沟通、就医经验与病人满意不确定性对病人忠诚的影响
本文理论和实证研究发现,病人满意的高低和病人满意评价的不确定程度都会对病人忠诚产生重要影响。医疗服务具有复杂性、专业性的特点,病人医疗知识和就医经验的缺乏,导致满意评价的不确定性,而病人满意的不确定性是导致高满意、低忠诚的重要原因之一。本文研究结果显示信息沟通对病人就医经验有显着影响,通过充分、有效的信息沟通,增强病人的就医经验,可降低病人满意的不确定程度,虽然在整体样本情形下,就医经验对病人满意和病人忠诚之间的调节作用并不显着,但在细分样本情形下,约占样本三分之一的“综合型”病人群体在满意向忠诚转化的过程中,就医经验起了显着性调节作用。
3.转换障碍(转换成本和替代选择性)对病人忠诚的影响
不仅病人满意影响病人忠诚意向,转换成本、替代选择性也是病人忠诚形成的重要的直接因素。转换成本和替代选择性是病人择医转换障碍的两个方面,病人感知的转换成本越高,病人忠诚度越高;病人感知的替代选择性越高,转向竞争医院的可能性越大。实证研究显示转换成本比替代选择性对病人忠诚的作用更为重要。
4.关于病人忠诚影响因素的细分特征
本文将病人细分为三组,分别命名为“全面质量型”、“价格敏感型”和“综合型”。从病人忠诚的直接影响因素看,病人满意和转换成本是各组病人忠诚形成的共同因素,感知价格只对“价格敏感型”和“综合型”病人忠诚形成有显着影响,而替代选择性、就医经验只对“综合型”病人忠诚形成作用显着;从病人满意的直接影响因素看,可靠性、保证性、移情性感知质量和信息沟通是病人满意形成的共同因素,而响应性质量只对“全面质量型”和“价格敏感型”病人满意形成有显着影响,有形性质量只对“全面质量型”病人满意形成有显着影响,病人感知价格只对“综合型”病人满意形成作用显着。
5.病人忠诚及其维度
病人忠诚意向体现为重返就诊意愿和口碑传播(推荐)意愿两个维度。在病人忠诚模型中应将二者并为同一概念——“病人忠诚意向”来研究。医疗服务对象具有广泛性的特点,医院存在着大量有潜在需求的顾客。每一个接受服务且满意的病人,不仅自身具有较高的忠诚意向,而且会成为医院最有效和廉价的口碑宣传者,因此,口碑传播意愿在医疗市场开拓中的地位和作用是不可或缺的。
World Health Organization explained the validity of medical service quality: " patients get the satisfied effect as expecting. " As medical market competition is becoming more fierce, study on patient satisfaction is regarded more highly. However, on one hand, all kinds of satisfaction study have reached extraordinarily high degree of satisfaction result, on the other hand, the intense criticism is given to the hospital. In fact, patient satisfaction is not the sufficient condition of patient loyalty. How to explain the phenomenon of 'high satisfaction and low loyalty'? The study on patient satisfaction is confronted with unknown puzzle.
The study on patient loyalty is the expansion of patient satisfaction, as the 'ultimate goal', loyalty is more important than satisfaction. Researchers and managers acknowledge that small changes in loyalty and retention can yield disproportionately large changes in profitability. A lot of studies on customer satisfaction and loyalty in service industries have been published, but relatively few in healthcare organizations. Problems existing in the previous paper are as follow:①The models are too simple to explain patient loyalty.②The conclusions are too difficult to make people convinced as lacking for considering particularity of healthcare organizations.③By few quantitative study and much qualitative analysis , the conclusion is short of the verification.
We construct patient conative loyalty model by theoretical and empirical study. Firstly, this paper analyzes service attributes of medical treatment about patient perceived quality, patient satisfaction and patient loyalty. Secondly, systematic studying is devoted to the connotation and extension of patient conative loyalty, perceived quality, perceived price, patient satisfaction, switching costs, substitute selectivity et al. Then we build patient conative loyalty theoretical model. Lastly, we verify theoretical model by statistical and empirical study.
In this research, not only conception selection and measurement but also model construction is based on the patient's view. The conclusions of this research have important practical meanings which can help medical service providers catching on interaction mechanism of patient loyalty, improving medical service quality and enhancing market competitive ability. The whole research mode for patient loyalty is formed which devoted to the theory and methods about loyalty research.
We study profoundly the partial least squares approach to structural equation modeling including model validation, segmentation algorithm based PLS-SEM and moderating effect in PLS-SEM:①The communality index measures the quality of the measurement model for each block, and the R~2 index measure the inner model. Then the redundancy index measures the quality of the whole model for each endogenous block, taking into account the measurement model. It is also useful to slightly modify the communality index and express the redundancy index in terms of the LVs prediction so as to set the basis for validating the values by means of the cross-validation procedure named blindfolding.②A modified finite mixture is the approach that integrates customer segmentation into partial least squares based analyses of path models which is realized by the EM algorithm. When applying EM algorithm, the number of segments is unknown and the identification of an appropriate number of K classes is not straightforward. We propose using AIC, CAIC, BIC and entropy statistic for determining the number of classes in a mixture model.③We discuss the model specification on predictor, moderator and dependent variables. In succession, based of poor statistical power of moderating effect and biased estimation of PLS-SEM, Monte Carlo simulation is adopted to investigate the power and point estimate accuracy.
Through the above research work, the main conclusions are as follows:
1. The core relationship chain of the patient loyalty model
Patient perceived quality has a direct and positive effect on patient satisfaction, then quality has an indirect effect on patient loyalty via satisfaction. Both patient satisfaction and patient loyalty are affected directly by patient perceived price. The core relationship chain is constructed by patient perceived quality ,perceived price, patient satisfaction and patient loyalty .SERVQUAL is adopted to measure patient perceived quality in our study. The operational definition of SERVQUAL is technology reliability, responsiveness willingness, security and credibility, politeness and consideration, tangibles. We find that 'reliability', 'assurance' and 'empathy' affect patient satisfaction more strongly. In the current models the relationship from quality to value maybe tautological as well as causal because quality is related to value by definition, so we use 'perceived price' instead of "perceived cost' in the patient loyalty model.
2. The effect of information communication, medical experience and uncertainty of satisfaction evaluation on patient loyalty
Through this research work, we find that both patient satisfaction scores and uncertainty of satisfaction evaluation affect patient loyalty profoundly. If a patient is not very knowledgeable about the medical service at stake, uncertainty of satisfaction evaluation may happen. uncertainty of satisfaction evaluation could cause the phenomenon of 'high satisfaction and low loyalty'. Medical experience is not significant for the full set of data, but in segmentation study, medical experience has a significant moderating effect when satisfaction translates into loyalty.
3. The effect of switching barriers(switching costs and substitute selectivity) on patient loyalty
Not only patient satisfaction but also patient switching barriers, including switching costs and substitute selectivity, have direct effect on patient loyalty. There is a positive relationship between switching costs and patient loyalty, while a negative relationship exists between substitute selectivity and patient loyalty. Our study shows that the strength of the relationship between switching costs and patient loyalty is stronger than that between substitute selectivity and patient loyalty.
4. The segmentation on the antecedent variables of patient loyalty
We divide patients into three groups which named 'quality oriented group' , 'price oriented group' and 'compositive group' respectively. Through the segmentation research, we find that satisfaction and switching costs are common direct factors of patient loyalty for all kinds of patients, but substitute selectivity and medical experience are significant antecedents only for 'compositive group', 'responsiveness' ,'assurance', 'empathy' and information communication are common factors of patient satisfaction for all patient groups, but the effect of 'responsiveness' is only significant for 'quality oriented group' and 'price oriented group', while the effect of 'tangibles' is only significant for 'quality oriented group'.
5. The dimension of patient loyalty
Patient loyalty is composed of revisiting intention and word-of-mouth communication. A satisfied patient not only has a great probability of revisiting behaviors, but also more likely become a free word-of-mouth advertising agents that informally bring networks of friends, relatives and other potential patients.
引文
1.姬军生.病人满意度调查是医疗质量考评的重要内容.中华医院管理杂志,2004,20(1):49-50.
2.刘桂瑛,梁毅.国内医疗服务顾客满意研究的问题及发展方向.中国卫生质量管理,2004,11(2):15-16.
3.杨辉,刘峰,张拓红等.病人满意度调查研究存在的问题及建议.中华医院管理杂志,2005,21(7):437-441.
4.魏晋才,沈志峰,周海燕等.基于患者感知的医疗卫生服务质量评价模型分析.中国医院管理,2007,27(4):25-27.
5.Agustin Clara,Jagdip Singh.Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges.Journal of Marketing Research,2005,42(1):96-108.
6.Reichheld Frederick F.,Robert G.,Markey Jr.,Christopher Hopton.E-Customer Loyalty-Applying the Traditional Rules of Business for Online Success.European Business Journal,2000,12(4):173-179.
7.Oliver R.L.Whence Consumer Loyalty.Journal of Marketing,1999,63(4):33-44.
1.Gronroos Christian.Strategic Management and Marketing in the Service Sector.Swedish School of Economics and Business Administration,1982.
2.Juran J.M.A Universal Approach to Managing for Quality.Quality Process,1986,12:19-24.
3.Rust R.T.,Zahorik A.J.,Keiningham T.L.Return on Quality.Irwin Publishing,2001.
4.韦福祥.服务质量评价与管理.北京,人民邮电出版社,2005.
5.Matzler K.Employee satisfaction:Does Kano's Model Apply? Total Quality Management and Business Excellence,2004,15:1179-1198.
6.Parasuraman A.,Zeithaml V.A,Berry L.L.A Conceptual Model of Service Quality and Its Implications for Future Research.Journal of Marketing,1985,49:41-50.
7.Parasuraman A.,Zeithaml V.A.,Berry L.L.SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.Journal of Retailing,1988,64(1):12-40.
8.Parasuraman A.,Zeithaml V.A,Berry L.L.Refinement and Reassessment of the SERVQUAL Scale.Journal of Retailing,1991,67(4):420-450.
9.Parasuraman A.,Zeithaml V.A,Berry L.L.Alternative Scales for Measuring Service Quality:a Comparative Assessment Based on Psychometric and Diagnostic Criteria.Journal of Retailing,1994,70(3):201-230.
10.Buttle F.What's Wrong with SERVQUAL? Working Paper No.277,Manchester Business School,Manchester,1994.
11.Cardozo Richard N.An Experimental Study of Customer Effort,Expectation and Satisfaction.Journal of Marketing Research.1965,8(2):34-45.
12.Peterson Robert A.,William R.Wilson.Measuring Consumer Satisfaction:Fact and Artifact.Journal of the Academy Science,1992,20(Winter).
13.Howard L.,J.N.Seth.The Theory of Buyer Behavior.Wiley.1969:126-128.
14.罗晓光.基于顾客购后行为的顾客满意度评价研究.哈尔滨工程大学博士学位论文,2006.
15.Hunt H.Keith.Overview and Future Research Directions.In Conceptualization and Measurement of Customer Satisfaction and Dissatisfaction.H.Keith Hunt,ed.Cambridge,MA:Marketing Science Institute.1977:455-546.
16.Oliver R.L.,G.Linda.Effect of Satisfaction and Antecedents on Consumer Preference and Intention.Advances in Consumer Research,1981,8:88-93.
17.Churchill G.A.,Suprenant C.An Investigation into the Determinants of Customer Satisfaction.Journal of Marketing Research,1982,19(1):491-504.
18.Tes David K.,Wilton Peter C.Models of Consumer Satisfaction Formation:An Extension,Journal of Marketing,1988,25:204-212.
19.Westbrook Robert A.,Oliver Richard L.The Dimensions of Consumption Emotion Patterns and Consumer Satisfaction.Journal of Consumer Research,1991,1:84-92.
20.Engel James E,Toger D.Blackwell,Paul W.Miniard.Consumer Behavior.Harcourt Borce Joranovich College Publishers.The Dryden Press,1993.
21.Ostrom A.,D.Iacobucci.Consumer Trade-offs and the Evaluation of Services.Journal of Marketing,1995,59(1):17-28.
22.Philip Kotler.Marketing Management.Prentice Hall.2000:324-325.
23.Joan L.Giese,Joseph A.Cote.Defining consumer satisfaction.http://www.amsreview.org/articles/giese01-2000.pdf.
24.Barlow Janelle,Danna Maul.Emotional Value:Greating Strong Bonds with Your Customers.San Francisco:Berrett-Koehler Publishers,INC,2000.
25.李正权.论影响服务质量评价的心理因素.中国卫生质量管理,2008,15(3):26-28.
26.刘清峰.顾客满意和顾客忠诚中的消费情感因素研究.天津大学博士学位论文,2006.
27.Oliver R.Measurement and evaluation of Satisfaction Process in Retail Settings.Journal of Retailing,1981,57:25-48.
28.Bolton R.N.,Drew J.H.A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes.Journal of Marketing,1991,17:375-384.
29.Cronin J.J.Jr.,Toylor S.A.Measuring Service Quality:A Reexamination and Extension.Journal of Marketing,1992,56:63-64.
30.Christian Gronroos.Service Management and Marketing:A Customer Relationship Management Approach(second edition),WILEY,2000:80.
31.Zeithaml,V.A.Consumer Perceptions of Price,Quality and Value:A Means-End Model and Synthesis of Evidence.Journal of Marketing,1988,52:2 - 22.
32.Heskett J.L.,Jones T.O.,Loveman G.W.,Sasser E.W.,Schlesinger L.A.Putting the Service Profit Chain to Work.Harvard Business Review,1994,72:164 - 174.
33.Buzzell R.,Gale B.The PIMS Principles.Free Press,New York,NY,1987.
34.Dobbs W.,Monroe K.B.,Grewal,D.The Effects of Price,Brand and Store Information on Buyers' Product Evaluations.Journal of Market Research,1991,28:307 - 19.
35.Jochen Wirtz,Anna S.Mattila,Rachel L.P.Tan.The Moderating Role of Target-Arousal on the Impact of Affect on Satisfaction--An Examination in the Context of Service Experiences.,Journal of Retailing,2000,76(Fall):347-65.
36.Dube.L.,Menon.K.Multiple Roles of Consumption Emotions in Post-Purchase Satisfaction with Extended Service Transactions.Internationl Journal of Service Industry Management,2000,11(3):287-304.
37.Krampf R.,Ueltschy L.,D'Amico M.The Contribution of Emotion to Consumer Satisfaction in the Service Setting.Marketing Management Journal,2003,(13):32-52.
38.温碧燕,汪纯孝,岑成德.服务公平性、顾客消费情感与顾客和企业的关系.广州,中山大学出版社,2004.
39.Seiders Kathleen,Leonard L.Berry.Service Fairness:What It Is and Why It Matters.Academy of Management Executive,1998,12(2):8-20.
40.Bloemer J.,K.De Ruter,P.Peeters.Investigating Drivers of Bank Loyalty:The Complex Relationship Between Image,Service Quality and Satisfaction.The International Journal of Bank Marketing,1998,16(7):276.
41.Oliver R.L.Whence Consumer Loyalty.Journal of Marketing,1999,63(4):33-44.
42.Olsen L.L.,M.D.Johnson.Service Equity,Satisfaction,and Loyalty:From Transaction-Specific to Cumulative Evaluations.Journal of Service Research,2003,5(3):184-195.
43.Henning-Thurau T.,K.P.Gwinner,D.D.Gremler.Understanding Relationship Marketing Outcomes:An Integration of Relational Benefits and Relationship Quality.Journal of Service Research,2002,4(3):230-247.
44.Chiou J.S.,C.Droge,S.Hanvanich.Does Customer Knowledge Affect How Loyalty Is Formed? Journal of Service Research,2002,5(2):113-124.
45.Zeithaml V.A.,L.L.Berry,A.Parasuraman.The Behavioral Consequence of Service Quality.Journal of Marketing,1996,60:31-46.
46.Alan S.Dick,Kunal Basu.Customer Loyalty:Toward an Integrated Conceptual Framework Journal of the Academy of Marketing Science,1994,22(2):99-113
47.Thomas O.Jones and W.Earl Sasser.Why Satisfied Customers Defect.Havard Business Review,1995,November-December:88-99.
48.严浩仁.顾客忠诚管理:机理分析与策略指导.北京:经济科学出版社,2005.
49.Hassan M.Customer Loyalty In the Age of Convergence.London:Deloitte &Touche Consulting Group(www.dttus.com),1996.
50.Buttle EB.Exploring Relationship Quality.Paper Presented at the Academy of Marketing Conference,Manchester,UK,1997.
51.O'Malley L.Can Loyalty Schemes Really Build Loyalty? Marketing Intelligence and Planning,1998,16(1):47-55.
52.Bloemer Jose M.M.,Kasper Hans D.P.The Complex Relationship Between Consumer Satisfaction and Brand Loyalty.Journal of Economic Psychology,1995,16(2):311-330.
53.Mittal B.,W.M.Lassar.Why Do Customer Switch?the Dynamics of Satisfaction versus Loyalty.Journal of Services Marketing,1998,12(3):177-194.
54.Anderson E.W.,Sullivan M.W.The Antecedents and Consequences of Customer Satisfaction for Firms.Marketing Science,1993,12(spring):125-143.
55.Seines F.An Examination of the Effect of Product Performance on Brand Reputation Satisfaction and Loyalty.European Journal of Marketing,1993,27(9):19-35.
56.Ping R.A.The Effects of Satisfaction and Structural Constraints on Retailer Exiting,Voice,Loyalty,Opportunism,and Neglect.J Retail,1993,69(3):320-352.
57.Fornell Claes.A National Customer Satisfaction Barometer:The Swedish Experience.Journal of Marketing,1992,56(1):6-21.
58.Fornell Claes,Johnson Michael D.,Anderson Eugene W.et al.The American Customer Satisfaction Index:Nature,Purpose,and Findings.Journal of Marketing,1996,60(4):7-18.
59.Eklof J.A.European Customer Satisfaction Index Pan-European telecommunication sector report- Based on the Pilot Studies 1999.European Organization for Quality and European Foundation for Quality Management,Stockholm,Sweden.2000
60.国家质检总局质量管理司,清华大学中国企业研究中心.顾客满意指数分析用户指南.北京,中国标准出版社,2003.
61. Michael D. Johnson, Anders Gustafsson, Tor Wallin Andreassen,Line Lervik, Jaesung Chaa. The Evolution and Future of National Customer Satisfaction Index Models. Journal of Economic Psychology 2001,22(2): 217-245.
62. Valter Afonso Vieira, Rogerio Gava.An Analysis of the New Norwegian Customer Satisfaction Barometer (New NCSB) in Supermarket Context. http://www.ead.fea.usp.br/semead/9semead/resultado_semead/trabalhosPDF/15.pdf.
63. S. A. (?)zsoy, G. (?)zg(?)r, A. Durmaz Akyol. Patient Expectation and Satisfaction with Nursing Care in Turkey: a Literature Review. International Nursing Review,2007,54(3):249-255.
64. Johansson P., Oleni M. , Fridlund B.. Patient Satisfaction with Nursing Care in the Context of Health Care: a Literature Study. Scandinavian Journal of Caring Science,2002,16: 337-344.
65. Ware JE. Jr., Davies-Avery A., Stewart AL. The Measurement and Meaning of Patient Satisfaction. Health Med Care Serv Rev, 1978, 1: 3-15.
66. Fisk TA., Brown CJ., Cannizzaro KG, Naftal B. Creating Patient Satisfaction and Loyalty. Journal of Health Care Marketing, 1990,10(2):5-15.
67.康进.医疗服务顾客满意度测评体系研究.浙江大学硕士学位论文, 2004.
68. Bruce J. Fundamental Elements of The Quality of Care: A Simple Framework. Studies in Family Planning, 1990, 21(2): 61-91.
69. Dana L. Alden, Do Mai Hoa, Dharm Bhawuk. Client Satisfaction with Reproductive Health-Care Quality:Integrating Business Approaches to Modeling and Measurement.Social Science & Medicine ,2004, 59:2219-2232.
70. Mi Aie Lee, Young-Hee Yom. A Comparative Study of Patients' and Nurses' Perceptions of the Quality of Nursing Services, Satisfaction and Intent to Revisit the Hospital: A Questionnaire Survey. International Journal of Nursing Studies, 2007, 44: 545-555.
71. Syed Saad Andaleeb , Nazlee Siddiqui , Shahjahan Khandakar .Patient satisfaction with Health Services in Bangladesh. Health Policy and Planning ,2007,22:263-273.
72. Krishna Dipankar Rao, David H. Peters, Karen Bandeen-Roche. Towards Patient-Centered Health Services in India—a Scale to Measure Patient Perceptions of Quality. International Journal for Quality in Health Care, 2006,18(6): 414-421.
73. Donabedian A. The Quality of Care. How Can It Be Assessed? JAMA 1988, 260: 1743-1748.
74.Ramon Edmundo D.Bautista,E.Tarmahill Glen,Namrata K.Shetty.Factors Associated with Satisfaction with Care among Patients with Epilepsy.Epilepsy & Behavior 2007,11:518 - 524.
75.Martin Stevens,Inge H.F.Reininga,Natalie A.D.Boss,Jim R.van Horn.Patient Satisfaction at and after Discharge:Effect of a Time Lag.Patient Education and Counseling,2006,60:241-245.
76.Karen Collins,Alicia O'Cathain.The Continuum of Patient Satisfaction--from Satisfied to Very Satisfied.Social Science & Medicine 2003,57:2465-2470.
77.Brian Williams,Joanne Coyle,David Healy.The Meaning of Patient Satisfaction:An Explanation of High Reported Levels.Soc.Sci.Med.,1998,47(9):1351-1359.
78.Kjersti Oterhals,Berit R.Hanestad,Geir E.Eide,Tove A.Hanssen.The Relationship Between In-Hospital Information and Patient Satisfaction after Acute Myocardial Infarction.European Journal of Cardiovascular Nursing,2006,5:303- 310.
79.王增珍,侯长荣.模糊综合评价在住院病人满意度评价中的应用.数理医药学杂志,1998,11(2):182-183.
80.陈平雁,Chit-Ming Wong,区燕萍等.综合医院住院病人满意度量表研制初报.中国医院管理,1999,19(2):15-18.
81.董伊人,陶鹏德.病人满意度影响因素的统计分析.数理统计与管理,2005,24(1):116-120.
82.刘桂瑛,王韬.医疗顾客满意度指数测评理论模型研究.中国卫生质量管理.2005,12(4):30-33.
83.刘桂瑛,覃建芹,邹崇祺等.病人满意度测评指标体系研究.中华医院管理杂志,2007,23(3):170-173.
84.颜仲毅.美容整形手术之病患满意度与忠诚度模式建构与其影响因子分析.台湾大学硕士论文,2007.
85.Sunhee Lee,Hyunmi Kim,Juhye Kim,Gwiyeom Ha.How Are Consumers,Service and Market Factors Related to Customer Loyalty in Medical Service?J Prev Med Public Health,2008,41(5):315-322.
86.韩小芸,杨立新,汪纯孝.住院病人满意感与忠诚感关系的实证研究.中山大学学报(社会科学版),2003,43(2):108-114.
87.Gemme EM.Retaining Customers in a Managed Care Market.Hospitals Must Understand the Connection Between Patient Satisfaction,Loyalty,Retention,and Revenue.Marketing Health Services,1997,17(3):19-21.
88.Reidenbach R.Eric,Mcclung Gordon W..Managing Stakeholder Loyalty.Marketing Health Services,1999,19(1):20-29.
89.Blizzard Rick.Bad Press May Hurt Patient Loyalty.Gallup Poll Tuesday Briefing,2002.
90.Fred Lee.Inspiring Patient Loyalty,Not Satisfaction.Trustee,2003,April:24-28.
91.Llewellyn Edward Piper.Winning Loyalty with a Vision and a Corporate Soul.The Health Care Manager,2005,24(4):374-378.
92.Snipes RL.,Ingram R.,Jiang P..Information Search in Health Care Decision-Making:a Study of Word-of-Mouth and Internet Information Users.Journal Of Hospital Marketing & Public Relations.[Hosp Mark Public Relations],2005,15(2):33-53.
93.Ferguson RJ.,Paulin M.,Leiriao E.Loyalty and Positive Word-of-Mouth:Patients and Hospital Personnel As Advocates of a Customer-Centric Health Care Organization.Health Marketing Quarterly[Health Mark Q]2006,23(3):59-77.
94.Jones Thomas O.,W.Earl Sasser Jr.Why Satisfied Customer Defect.H.B.R,1995,Nov-Dec:88-89.
95.McDougall G.H.G.,Levesque T.Customer Satisfaction with Services:Putting Perceived Value into the Equation,The Journal of Services Marketing,2000,14(5):392-410.
96.Lemmink Jos,Jan Mattsson.Employee Behavior Feelings of Warmth and Customer Perception in Customer Perception in Service Encounters.International Journal of Retail and Distribution Management,2002,No.1:18-33.
97.汪纯孝,韩晓芸,温碧燕.顾客满意感与忠诚感关系的实证研究.南开管理评论,2003(4):70-74.
98.Patterson Paul G..,Smith Tasman.A Cross-Cultural Study of Switching Barriers and Propensity to Stay with Service Providers.Journal of Retailing,2003,79:107-120.
99.Woodside AG.,Frey LL.,Daly RT.Linking Service Quality,Customer Satisfaction and Behavioral Intention.Journal of Health Care Marketing,1989,9(4):5-17.
100.Atkins PM.,Marshall BS.,Javalgi RG.Happy Employees Lead to Loyal Patients- Survey of Nurses And Patients Shows a Strong Link between Employee Satisfaction and Patient Loyalty.Journal Of Health Care Marketing[J Health Care Mark],1996,16(4):14-23.
101.Heiens RA.,Pleshko LP.A Preliminary Examination Of Patient Loyalty:An Application of the Customer Loyalty Classification Framework In the Health Care Industry.Journal Of Hospital Marketing[J Hosp Mark]1997,11(2):105-14.
102.Montaglione Christopher J.The Physician-Patient Relationship:Cornerstone of Patient Trust,Satisfaction,and Loyalty.Managed Care Quarterly,1999,7(3):5-21.
103.Peltier James,Thomas E.Boyt,Jack Schibrowsky.Obstetrical Care and Patient Loyalty.Marketing Health Services,1999,12(Fall):5-12.
104.Peltier James W.,Schibrowsky John A.Cochran Christopher R.Patient Loyalty That Lasts a Lifetime.Marketing Health Services,2002,22(2):29-33.
105.Caruana A.,Noel F.The Effect of Perceived Value and Overall Satisfaction On Loyalty:A Study Among Dental Patients.Journal of Medical Marketing,2005,5(3):245-255.
106.Blizzard Rick.Dissecting Patient Loyalty.Gallup Poll Tuesday Briefing,2005.
107.Kyun Jick Lee.A Practical Method of Predicting Client Revisit Intention In a Hospital Setting.Health Care Management Review,2005,30(2):157-167.
108.翁瑞宏,黄靖嫒.病患与医师间良好关系是否会增强其对医院的忠诚度昵?台湾公共卫生杂志,2006,25(4):293-302.109.Fruduric Bielen.Waiting Time Influence on the Satisfaction-Loyalty Relationship in Services.Managing Service Quality,2007,17(2):174-193.
1.吴喜之.顾客满意度指数.http://jp.zzuli.edu.cn/gltj/7wljx/msjz/wuzhixi/12.ppt 2004.
2.强弘.基于资源和能力的医院竞争力.中国医院,2006,10(1):74-77.
3.李建华.医疗行业分析与特色医院集团化发展战略.中国医院管理,2005,25(2):25-27.
4.Christian Gronroos.Service Management and Marketing:A Customer Relationship Management Approach(second edition),WILEY,2000:80.
5.韦福祥.服务质量评价与管理.北京,人民邮电出版社,2005.
6.Rust R.T.,Zahorik A.J.,Keiningham T.L.Service marketing.Harper Colins,1996.
7.Shostack G.L.Breaking Free from Product Marketing.Journal of Marketing,1977,41:73-80.
8.乐虹.基于服务属性的医疗质量研究.华中科技大学博士学位论文,2006.
9.Christopher H.Lovelock着,陆雄文等译.服务营销.北京:中国人民大学出版社,2001.
10.陆娟,芦艳.间断性服务业顾客忠诚维度及其影响因素。数量经济技术研究,2007,3:91-101.
11.沈蕾,曹建文.医疗服务品牌营销.上海:复旦大学出版社,2007.
12.Tucker William T.The Development of Brand Loyalty.Journal of Marketing Research,1964,1(3):32-35.
13.Thomas O.Jones,W.Earl Sasser.Why Satisfied Customers Defect.Havard Business Review,1995,November-December:88-99.
14.Oliver R.L.Whence Consumer Loyalty.Journal of Marketing,1999,63(4):33-44.
15.王官诚.消费心理学.北京:电子工业出版社,2004.
16.Barlow Janelle,Danna Maul.Emotional Value:Greating Strong Bonds with Your Customers.San Francisco:Berrett-Koehler Publishers,INC,2000.
17.Fornell Claes.A National Customer Satisfaction Barometer:The Swedish Experience.Journal of Marketing,1992,56(1):6- 21.
18.Oliver R.L.,Swan J.E.Consumer Perceptions Of Interpersonal Equity And Satisfaction in Transactions:a Field Survey Approach.Journal of Marketing,1989,53:21-35.
19.Taylor Steven A.,Thomas L.Baker.An assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions.Journal of Retailing,1994,70(2):163- 178.
20.Woodside AG.,Frey LL.,Daly RT.Linking Service Quality,Customer Satisfaction and Behavioral Intention.Journal of Health Care Marketing,1989,9(4):5-17.
21.Montaglione Christopher J.The Physician-Patient Relationship:Cornerstone of Patient Trust,Satisfaction,and Loyalty.Managed Care Quarterly,1999,7(3):5-21.
22.Peltier James,Thomas E.Boyt,Jack Schibrowsky.Obstetrical Care and Patient Loyalty.Marketing Health Services,1999,12(Fall):5-12.
23.Caruana A.,Noel F.The Effect of Perceived Value and Overall Satisfaction On Loyalty:A Study Among Dental Patients.Journal of Medical Marketing,2005,5(3):245 -255.
24.Parasuraman A.,Zeithaml V.A.,Berry L.L.Alternative Scales for Measuring Service Quality:a Comparative Assessment Based on Psychometric and Diagnostic Criteria.Journal of Retailing,1994,70(3):201-230.
25.张新安.构建我国顾客满意度指数的系统研究.上海交通大学博士学位论文,2004.
26.Spreng Richard A.,Scott B.MacKenzie,Olshavsky Richard W.A.Reexamination of the Determinants of Consumer Satisfaction.Journal of Marketing,1996,60(3),15-32.
27.医疗纠纷与医患沟通不到位有关.http://www.cnophol.com/med/200810/med_32504.html.
28.Jones Michael.A.,David L.Mothersbaugh,Sharon E.Beatty.Switching Barriers and Repurchase Intentions in Services.Journal of Retailing,2000,76(2):259-274.
29.Bell Simon.J.,Seigyoung Auh,Karen Smalley.Customer Relationship Dynamics:Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs.Journal of the Academy of Marketing Science,2005,33(2):169-183.
30.Lam Sun Y.,Venkatesh Shankar,M.Krishna Erramilli,Bvsan Murthy.Customer Value,Satisfaction,Loyalty,and Switching Costs:An Illustration From a Business-to-Business Service Context.Journal of the Academy of Marketing Science,2004,32(3):293-311.
31.Markus Blut,Heiner Evanschitzky,Verena Vogel.Switching Barriers in the Four-Stage Loyalty Model.Advances in Consumer Research,2007,34:726-734.
32.Burnham Thomas A.,Judy K.Frels,Vijay Mahajan.Consumer Switching Costs:A Typology,Antecedents,and Consequences.Journal of the Academy of Marketing Science,2003,31(2):109-127.
33.Jones Michael A.Why Customers Stay:Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes.Journal of Business Research,2002,55(6):441-450.
34.Guiltinan Joseph P.A Classification of Switching Costs with Implications for Relationship Marketing.In T.L.Childers,R.P.Bagozzi,& J.P.Peter(Eds.),1989.
35.Paul G.Patterson,Tasman Smith.A Cross-cultural Study of Switching Barriers and Propensity to Stay with Service Providers.Journal of Retailing,2003,79:107-120.
36.尹传忠,王远东.肿瘤患者消费行为分析.中国肿瘤,2004,13(7):410-412.
37.Kalyanaram Gurumurthy,John D.C.Little.An Empirical Analysis of Latitude of Price Acceptance in Consumer Package Goods.Journal of Consumer Research,1994,21(3):408-419.
38.Sivakumar K.Quality Tier Competition:How Price Change Influences Brand Choice and Category Choice.Journal of Marketing,1997,61(3):71-85.
39.J.M.M.Bloemer,H.D.P.Kasper.The Complex Relationship between Consumer Satisfaction and Brand Loyalty.Journal of Economic Psychology,1995,16:311-329.
40.Halstead Diane D.,Hartman S.Schmidt.Multisourse Effects on the Satisfaction Formation Process.Journal of the Academy of Marketing Science,1994,22(2):114-129.
41.Murali Chandrashekaran,Kristin Rotte,Stephen S.Tax,Rajdeep Grewal.Satisfaction Strength and Customer Loyalty.Journal of Marketing Research,2007,44(1):153-163.
42.严浩仁.顾客忠诚管理:机理分析与策略指导.北京:经济科学出版社,2005.
43.Rebekah Bennett,Charmine E.J.Hartel,Janet R.McColl-Kennedy.Experience as a Moderator of Involvement and Satisfaction on Brand Loyalty in a Business-to-business Setting.Industrial Marketing Management,2005,34:97- 107.
44.Jui-Sheng Chou,Changwan Kim.A Structural Equation Analysis of the QSL Relationship with Passenger Riding Experience on High Speed Rail:An Empirical Study of Taiwan and Korea.Expert Systems with Applications,2008,doi:10.1016/j.eswa.2008.08.056.
45.Blackwell S.A.,Szeinbach S.L.,Barnes J.H.,Garner D.W.,Bush V.The Antecedents Of Customer Loyalty.Journal Of Service Research,1999,1(4):362-375.
46.Woodruff R.B.,Gardial S.F.Know Your Customer:New Approaches To Understanding Customer Value And Satisfaction.Cambridge,MA:Blackwell Pulishers.Inc,1996.
47.王月兴.顾客忠诚的驱动因素及其作用.经济管理,2002,12:58-62.
48.Michael D.Johnson,Anders Gustafsson,Tor Wallin Andreassen,Line Lervik,Jaesung Chaa.The Evolution and Future of National Customer Satisfaction Index Models.Journal of Economic Psychology 2001,22(2):217-245.
49.李贺.医疗服务定价高的经济学分析.中外企业家,2007.10.
1.Lim P.C.,Tang N.K.H..A Study of Patients' Expectations and Satisfaction in Singapore Hospitals.International Journal of Health Care Quality,2000,13(7):290-299.
2.Nauceur J.,Mohammed C.Comparing the Quality Of Private and Public Hospitals.Managing Service Quality,2003,13(4):290-299.
3.R.Rohini,B.Mahadevappa.Service Quality in Bangalore Hospitals -An Empirical Study.Journal of Services Research,2006,6(1):59-84.
4.Reidenbaeh,E.,Sandifer,S.,B.Exploring perceptions of hospital operations by a modified SERVQUAL approach,Journal of Health Care Marketing,1990,10(4):47-55.
5.Simon S.K.Lain.SERVQUAL:A Tool for Measuring Patients' Opinions of Hospital Service Quality in Hong Kong.Total Qualjty Management,1997,8(4):145-152.
6.Ball D.The Role of Communication and Trust in Explaining Customer Loyalty:An Extension to the ECSI model.European Journal of Marketing,2004,38(9):1272 -1293.
7.刘新燕,杨智,刘雁妮,万后芬.大型超市的顾客满意度指数模型实证研究.管理工程学报2004,18(3):96-101.
8.Cho KH,Lim CU.The Effects of Customer Satisfaction and Switching Barrier on Store Loyalty.Marketing Yeongu,1999,14(1):1-28.
9.Lee SH,Kim HM,Chae YM.The Modifying Effect of Switching Barriers in Customer Loyalties in Medical Services.Korean J Health Policy Adm.2007,17(3):68-86.
10.Reicheld F,Sasser WE Jr.Zero Defections:Quality Comes to Services.Harvard Bus Rev 1990,68(5):105-111.
11.叶德丰(台湾).医疗质量一妇产科服务质量调查.www,hanming.com.tw/education.2006.
12.R.Likert,A Technique for the Measurement of Attitude,Archives of Psychology,1932,22(14):1-55.
13.张新安.构建我国顾客满意度指数的系统研究.上海交通大学博士学位论文2004.
14.Danaher Peter J.,Vanessa Haddrell.A Comparison of Question Scales Used for Measuring Customer Satisfaction,International Journal of Service Industry Management,1996,7(4):4-26.
15.弓宪文.信息不对称下的医患关系及其管理研究.重庆大学硕士学位论文,2004.
16.Andersen R,Newman JF.Social and Individual Determinants of Medical Care Utilization in the United States.Milbank Men Fund Q Health Soc,1973,51:95-124.
17.马尔霍特拉着,涂平等译.市场营销研究:应用导向,北京:电子工业出版社,2002.
18.陈平雁,黄浙明.SPSS10.0统计软件高级应用教程.北京:人民军医出版社,2004.
19.Michel Tenehaus,Vincenzo Esposito Vinzi,Yves-Marie Chatelin et al.PLS Path Modeling.Computational Statistics & Data Analysis,2005,48:159-205.
20.Chin W.W.,Newsted,P.R..Structural Equation Modeling Analysis with Small Samples Using Partial Least Squares.Statistical Strategies for Small Sample Research,1999,307-341.
21.Chin W.W..The Partial Least Squares Approach for Structural Equation Modeling.Modern Methods for Business Research,1998,295-336.
22.易丹辉.结构方程模型方法与应用.北京:中国人民大学出版社,2008.
1.金勇进,梁燕,张宗芳.满意度评估系统应用研究.北京:中国统计出版社,2007.
2.黄芳铭.结构方程模式理论与应用.北京:中国税务出版社,2005.
3.Andrew J.Tomarken,Niels G.Waller.Structural Equation Modeling:sterngths,limitations and misconceptions.Annu.Rev.Clin.Psychol,2005,1:31- 65.
4.高惠璇.应用多元统计分析.北京大学出版社,2005,31-32.
5.Efron.Bootstrap Methods:Another Look At The Jacknife.Annals Of Statistics,1979,7(1):1-16.
6.Quenouillem H.Approximate Tests Of Correlation In Time Series.Journal Of The Royal Statistical Society,Series B,1949,11(1):68-84.
7.Dimitris Karlis.An Introduction to Bootstrap Methods.Http://Stat-Athens.Aueb.Gr/Karli s/Lefkada/Boot.pdf.
8.Mei Xue,Patrick T.Harker.Overcoming the Inherent Dependency of DEA Eficiency Scores:A Bootsrap Approach.Http://Tic.Wharton.Up-Elan.Edu/Fic/Papers/99/9917.pdf.
9.王霞,包启挺.聚类回归分析(CLR)在市场细分研究中的应用.数理统计与管理,2008,27(3):338-345.
10.Christian Hennig C.Identifiablity of Models for Clusterwise Linear Regression.Journal of Classification,2000,17:273-297.
11.Wedel M.,DeSarbo W.S.A Mixture Likelihood Approach for Generalized Linear Models.Journal of Classification,1995,12:21-56.
12.Mclachlan G.J.,Basford K.Mixture Models:Inference and Applications to Clustering.New York:Marcel Dekker,1988.
13.Cheeseman P.,Stutz J.Bayesian Classification(AutoClass):Theory and Results.In Advances in Knowledge Discovery and Data Mining,U.M.Fayyad,G.Piatetsky-Shapiro,P.Smyth,and R.Uthurusamy(Eds.).Cambridge,MA:The MIT Press,1996.
14.Melaehlan G.J.,T.Krishnan.The EM Algorithm and Extemiom.New York:Wiley,2000.
15.Samuel Kotz着,吴喜之译.现代贝叶斯统计学.北京:中国统计出版社,2000.
16.Moore A.Very Fast Mixture-model-based Clustering Using Multiresolution k d-trees.Advances in Neural Information Processing Systems,1999(10):543-549.
17.Carsten Hahn,Michael D.Johnson,Andreas Herrmann et al..Customer Heterogeneity Using A Finite Mixture PLS Approach.Schmalenbach Business Review,2002,54:243- 269.
18.Ringle Christian M.Segmentation for Path Models and Unobserved Heterogeneity:The Finite Mixture Partial Least Squares Approach.http://mpra.ub.uni-muenchen.de/10734/,2006.
19.Venkatram Ramaswamy,Wayne S.Desarbo,David J.Reibstein.An Empirical Pooling Approach for Estimating Marketing Mix Elasticities With PIMS Data.Marketing Science,1993,12(1):103-124.
20.Sharma S.,Durand RM.,Gur-Arie O.Identification and Analysis of Moderator Variables.Journal of Marketing Research,1981,3:291-300.
21.Baron RM.,Kenny DA.The Moderator-Mediator Variable Distinction in Social Psychological Research:Conceptual,Strategic and Statistical Considerations.Journal of Personality an d Social Psychology,1986,6:1173-1182.
22.Aguinis H.Statistical Power Problems with Moderated Multiple Regression in Management Research.Journal of Management,1995,6:1141-1158.
23.李艾,李君文.调节变量(moderator)辨析:类型、表述和识别.数理统计与管理,2008,27(2):257-264.
24.Srinivasan R.,Lilien G.,Rangaswamy A.Technological Opportunism and Radical Technology Adoption:An Application to e-Business,http://www.ebrc.psu.edu,2001.
25.Venkatesh V.,Davis FD..A Theoretical Extension of the Technology Acceptan ce Model:Four Longitudinal Field Studies.Management Science,2000,2:186-204.
26.Chin W.W.,B.Marcolin,P.Newsted.A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects:Results From A Monte Carlo Simulation Study and an Electronic-Mail Emotion/Adoption Study.Information Systems Research.,2003,14(2):189-217.
27.Cohen J.Statistical Power Analysis for the Behavioral Sciences.L.Erlbaum Associates,Hillside,NJ.,1988.
28.Dale Goodhue,William Lewis,Ronald Thompson.Statistical Power in Analyzing Interaction Effects: Questioning the Advantage of PLS with Product Indicators. Information Systems Research,2007, 18( 2): 211-227.
29. Shaun McQuitty.Statistical Power and Structural Equation Models in Business Research. Journal of Business Research, 2004, (57): 175-183.
30. Cassel Claes M.,Hackel Peter,Westlund Anders H.. On Measurement of Intangible Assets: A Study of Robustness of Partial Least Squares. Total Quality Management,2000,11:897-907.
1.Brian Williams,Joanne Coyle,David Healy.The Meaning of Patient Satisfaction:An Explanation of High Reported Levels.Soc.Sci.Med.,1998,47(9):1351-1359.
2.John Sitzia,Neil Wood.Patient Satisfaction:A Review of Issues and Concepts.Social Science and Medicine,1997,45(12):1829-1843.
3.Williams B.Patient Satisfaction:A Valid Concept? Social Science and Medicine,1994,38:509-516.
4.Judith T.Lessler,William D.Kalsbeek着,金勇进译.调查中的非抽样误差.北京:中国统计出版社,1997.
5.金勇进,梁燕,张宗芳.满意度评估系统应用研究.北京:中国统计出版社,2007.
6.Tabachnick BG.,Fidell LS.Using Multivariate Statistics.New York:Harper Collins &Row Publishers,1989.
7.Fornell Claes,Johnson Michael D.,Anderson Eugene W.et al.The American Customer Satisfaction Index:Nature,Purpose,and Findings.Journal of Marketing,1996,60(4):7-18.
8.Michel Tenehaus,Vincenzo Esposito Vinzi,Yves-Marie Chatelin et al.PLS Path Modeling.Coinputational Statistics & Data Analysis,2005,48:159-205.
9.叶如意,汤万金,咸奎桐.中国顾客满意度测评模型及应用.http://www.CCSI.org.cn,2005.
10.Amato S.,Esposito Vinzi V.,Tenenhaus M.A Global Goodness-of-Fit Index for PLS Structural Equation Modeling.http://www.sis-statistica.it/files/pdf/atti/rsba2004p 739-742.pdf,2004.
11.Marie Paule Bayol,Anne de la Foye,Carole Tellier et al.Use of PLS Path Modelling to Estimate the European Consumer Satisfaction Index(ECSI) Model.Statistica Application,2000,12(3):361-375.
12.Hsin-Hung Wu,Jiunn- Shieh.The Development of a Confidence Interval-Based Importance-Performance Analysis by Considering Variability in Analyzing Service Quality.Expert Systems with Applications,2008,doi:10.1016/j.eswa.2008.08.055.
13.张廉.现代医院顾客满意度测评的实证研究.武汉大学硕士学位论文,2005.
14.Cronin J.J.Jr.,Taylor S.A.Measuring Service Quality:A Reexamination and Extension.Jounal of Marketing,1992,56:55-68.
15.刘金兰,朱晓肠.顾客满意度指标重要性测量的主成分分析与多元回归方法.天津大学学报(社会科学版),2004,6(2):159-163.
16.Chi Kin(Bennett) Yim,P.K.Kannan.Consumer Behavioral Loyalty:A Segmentation Model and Analysis.Journal of Business Research 1999,44:75-92.