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Literature Review: Customer service and refund policy in Chinese apparel retailers - an empirical investigation

论文作者:www.51lunwen.org论文属性:文献综述 Literature Review登出时间:2012-09-18编辑:anne点击率:11455

论文字数:7116论文编号:org201209181205196952语种:英语 English地区:英国价格:$ 286

关键词:CRMLiterature ReviewChinese apparel retailersempirical investigation

摘要:knowledge is the key of core competence of company. In the age of globalization, the knowledge of the host country is necessary for MNCs to be successful on the host market

Acknowledgements
Executive summary
in the studies about the knowledge transfer of MNCs,the focus has been the knowledge transfer on the organizational level,  and there are little researcher has pay attention to the individual level. In this article, the international assignments is been related to the knowledge transfer of MNCs. This study is a study about international assignments form the view of learning. Since the year of 2000, some researchers have implemented theoretical and practical research. These researches are from various facets and there is an absence of an integrated model of framework. The work of this article analyze HSBC’s expatriates’ knowledge transfer and learning, including the process of the international assignment, the knowledge the expatriates learned and how to transfer and diffuse knowledge, and the HSBC how to receive expatriates’ knowledge. An integrated framework model was built up on the basis of the analysis of this case and the Welch’s employment career of expatriates.

Two kinds of customer expectation
The Classification of Retail Service
Culture in Marketing
The role of Chinese culture in buying behavior
Buying behavior: decision process
Specific influence on Chinese customer buying behavior

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Cadotte, Ernest R., Robert B. Woodruff, and Roger L. Jenkins, “Expectations and Norms in Models of Consumer Satisfaction.” Journal of Marketing Research, 24 (August) 1987, 305-14

Cronin, J., and Taylor, S., “Measuring service quality: a reexamination and extension.” Journal of Marketing, 56, July 1992, 55 – 68.

Coldwell, J., Characteristics of a Good Customer Satisfaction Survey. 2001,

Churchill, G. A., Jr., and C. Suprenant, "An Investigation into the Determinants of Customer Satisfaction," Journal of Marketing Research, vol. 19, November 1982

Dabholkar, P. A., Thorpe, D. I., and Rentz, J.O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24 (1) 1996, 3-16.

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