快递服务质量与顾客忠诚的关系-研究

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1、华中科技大学硕士学位论文KeyWords:ServiceQualityCustomerSatisfactionCustomerTrustCustomerLoyaltyIII华中科技大学硕士学位论文目录摘要.........................................................................................................................................IAbstract.........................................

2、........................................................................................II目录.......................................................................................................................................IV1绪论.........................................................

3、............................................................................11.1研究背景....................................................................................................................................11.2研究目的与意义..............................................................

4、.........................................................21.3研究方法....................................................................................................................................31.4技术路线图...................................................................................

5、.............................................32文献综述............................................................................................................................42.1快递行业定义及发展现状...................................................................................................

6、...42.2服务质量的涵义及其研究现状.............................................................................................52.3顾客忠诚的概念及其研究现状............................................................................................93理论模型与研究假设........................................................

7、..............................................153.1研究假设.................................................................................................................................153.2理论模型建立.......................................................................