品牌研究Issue(4)：54-62,9.
同属顾客干预顾客不当行为的影响机制研究--基于计划行为理论视角
An Empirical Study on Mechanism of Fellow Customer's Intervention Behavior to the Customer Misbehavior:Based on the Planned Behavior Theory Perspective
摘要
Abstract
From the perspective of the planned behavior theory, the paper researched the mechanism of fellow customer's intervention behavior to the customer misbehavior in the context of customer misbehavior.Based on in-depth interview and questionnaire, the research found:the severity of customer misbehavior is positively related to fellow customer's intervention intention;perceived controllability is negatively related to intervention intention;intervention intention is positively related to intervention behavior. Furthermore,the perceived customer power is positive⁃ly related to intervention behavior, and its moderation effect between intervention intention and intervention behavior is significant.When the perceived customer power is low,the relationship be⁃tween intervention intention and intervention behavior will be weaken.关键词
顾客不当行为/同属顾客/顾客间互动/计划行为理论Key words
Customer misbehavior/Fellow customer/Customer-to-customer interaction/Theory of planned behavior分类
管理科学引用本文复制引用
周航,韩超,费显政..同属顾客干预顾客不当行为的影响机制研究--基于计划行为理论视角[J].品牌研究,2016,(4):54-62,9.基金项目
国家自然科学基金项目“同属顾客对顾客不当行为的反应模式研究” （）
