在线顾客满意、顾客惰性与顾客忠诚的一种动态权变作用机制

王金丽，申光龙，秦鹏飞，彭晓东

Online Customer Satisfaction, Customer Inertia and Customer Loyalty: A Dynamic Contingency Mechanism

WANG Jinli，SHIN Kwangyong，QIN Pengfei，PENG Xiaodong

管理学报 . 2017, (11): 1681 .