ISSN1000200543뻭뗚10웚27ö37CN1122223öNꆡ쟥뮪듳톧톧놨(ퟔ좻뿆톧냦)2003쓪뗚4JTsinghuaUniv(Sci&Tech),2003,,ꆡ믹폚맋뿍싺틢뛈샭싛뗄힡뮧싺틢뛈쒣탍훬ꆡꆡ1,ꆡ샮ꆡ뎿2(1.쟥뮪듳톧붨짨맜샭쾵,놱뺩100084;2.훐맺죋쏱듳톧짌톧풺,놱뺩100872)햪ꆡ튪:캪쇋퇐뺿컒맺힡햬쫐뎡뗄쿖ힴ벰웤랢햹잰뺰,룃컄폚맋뿍싺틢뛈횱뷓살ퟔ맣듳폃뮧,틲듋뿉틔ힼ좷ꆢ짮닉폃맋뿍싺틢뛈샭싛뗄믹놾쮼쿫,쳡돶쇋튻훖럖컶쒣탍ꆣ평죫뗘랴펳쒳샠짌욷쫜뮶펭뗄돌뛈늢룐횪웤룄뷸뗄훷폚릺싲솦뫍룐횪힡햬훊솿춬퇹뫍힡햬쿻럑탄샭벰힡햬쫐뎡튪랽쿲ꆣ맋뿍싺틢뛈늢럇맋뿍룐횪뗄볲떥춳볆,뛸쫇쳘탔쏜쟐쿠맘,틲듋퓚쒣탍훐틽죫힡햬뷰죚듫쪩뫍헾뢮뗄힡햬헾닟ퟷ캪쏨쫶힡뮧싺틢뛈횸쫽뗄뿉닢쓚짺뇤솿ꆣ룃쒣탍늻뛔풤웚훊솿ꆢ룐횪훊솿ꆢ룐횪볛횵ꆢ맋뿍ퟜ쳥싺틢돌뷶뿉틔폃살좷뚨힡뮧싺틢뛈횸쫽,뮹퓚맀볆힡햬쫐뎡잱퓚탨뛈ꆢ맋뿍놧풹폫춶쯟ꆢ볛룱돐쫜솦뛔맋뿍훒돏뛈뗄펰쟳뫍움볛힡햬뷰죚뫍힡햬헾닟짏폐뫜듳폃춾ꆣ퓚놱뺩뷸탐뗄쿬6쿮쓚죝뷸탐뗷닩,춨맽볆솿뺭볃쒣탍ퟛ뫏돶살돩퇹뗷닩뷡맻뇭쏷,쪹폃룃쒣탍살뷢뻶탭뛠쿱벤믮힡랿쫐뎡뗄뿆톧횸쫽ꆣ맋뿍싺틢뛈샭싛쯤좻뻟폐웕뇩탔,떫웤헢퇹뗄짧믡뺭볃컊쳢쫇ힿ폐돉킧뗄ꆣ쒣탍릹돉볈뻟폐릲탔,폖뫍짌욷샠탍벰웤쫐뎡쳘탔맘볼듊폐맘ꆣ헢퓚쏱폃힡햬훐뇭쿖뗃폈캪쏷쿔,힡햬쫐뎡쫇:맋뿍싺틢뛈샭싛;힡햬쫐뎡;힡햬뷰죚;힡햬헾닟훐춼럖샠뫅컒맺맺쏱뺭볃뗄랢햹횧훹횮튻,싺틢뛈샭싛뛔럖컶:컄쿗뇪쪶싫:A컄헂뇠뫅컒맺힡햬쫐뎡뗄랢햹뫍돉쫬돌뛈폐훘튪틢틥[5]ꆣ:100020054(2003)10213972041ꆡ맋뿍싺틢뛈뗄믹놾룅쓮Householdsatisfac맋뿍싺틢뛈쫇쿻럑헟뛔닺욷탔쓜뗄웚췻ꆢ쪵볊tionmodelbasedoncustomersa룐횪뫍뛾헟뇈뷏ퟛ뫏ퟷ폃뗄뷡맻[6]ꆣퟮ훕뿉뇭듯캪tisfactiontheory쿂쫶몯쫽맘쾵:ZHUYan1,LIChen2맋뿍싺틢뛈=f(뛔탔쓜뗄웚췻,룐횪떽뗄(,TsinghuaUniversity,Beijing100084,Ch탔쓜).ina;,RenminUniversityofChina,쎿룶맋뿍뛔춬튻샠닺욷뗄웚췻폫쪵볊룐횪쫇룷Beijing100872,China)늻쿠춬뗄,돽닺욷횮볤듦퓚닮틬췢,맋뿍횮볤튲듦퓚Abstract:Customersatisfactiontheorywasusedtodevelopan룶탔탄샭폫탐캪닮틬ꆣ퓧웚뗄맋뿍싺틢뛈퇐뺿늻뷶뫍뺭볃톧폐맘,튲뫍탄샭톧쏜쟐쿠맘,훷튪뷢뻶솽룶erandhousingqualityarerelatedtoconsumersatisfactionwiththe컊쳢,튻쫇맋뿍싺틢뛈쓜퓚룶쳥횮볤뷸탐뇈뷏싰?뛾쫇맋뿍싺틢뛈쓜퓚닺욷훖샠횮볤폫탐튵횮볤뷸탐뇈housingpolicieswereintroducedasmeasurablevariablesinthehou뷏싰?싺틢뛈ퟷ캪맋뿍ퟜ쳥쿻럑뺭퇩뗄돩쿳쫴탔뿉틔쏨쫶뇭쏦짏벫늻쿠쯆ꆢ쯆뫵뫜쓑뇈뷏뗄닺욷ꆣ룶쳥todeterminethehouseholdsatisfactionindex,toestimatethe닮틬뫍닺욷닮틬춨맽웚췻폫룐횪탔쓜뗄뇈뷏볤뷓펰potentialcapacityofthehousingmarket,쿬싺틢뛈뗄움에,죧춼1쯹쪾ꆣleinvestigationinBeijingillustratethatthemodelcanbeusedtosolvemany믹폚맋뿍웚췻폫탔쓜룐횪뗄뇈뷏쫇싺틢뛈뗄훷socioeconomicproblemsintheemerginghousingmarket.튪잰틲ꆣ탄샭톧퇐뺿뇭쏷,맋뿍웚췻ꆢ탔쓜룐횪폫싺Keywords:customersatisfactiontheory;housingmarket;housingfinancialmeasures;housingpolicies쫕룥죕웚:2002208226믹뷰쿮쒿:맺볒ퟔ좻뿆톧믹뷰훺쿮쒿(79970007)싺틢뛈쫇뷼쓪맺췢톸쯙랢햹ꆢ맣랺쇷탐뗄탂훊ퟷ헟볲뷩:훬ꆡ(19452),얮(몺),쳬뷲,뷌쫚ꆣ솿맜샭샭싛E2mail:zhuy@,튲쫇닺욷펪쿺뗄훘튪닟싔쫖뛎[1ꆫ4]ꆣ평
1398쟥뮪듳톧톧놨(ퟔ좻뿆톧냦)2003,43(10)뿍싺틢뛈뫍놧풹붫릲춬펰쿬쿻럑헟뛔룃웳튵닺욷뗄훒돏뛈ꆣ쯹캽훒돏뛈쫇횸쿻럑헟볌탸릺싲룃웳튵닺욷뗄볡뻶돌뛈ꆣ짏쫶틲맻맘쾵죧춼3쯹쪾ꆣ쪵볊짏맋뿍웚췻Ν1캪늻쓜횱뷓닢뛈뗄췢짺뇤솿,탔쓜룐횪Γ1ꆢ맋뿍싺틢뛈Γ2ꆢ놧풹Γ3ꆢ훒돏뛈Γ4쫇늻뿉닢뗄쓚짺뇤솿,뚼탨튪쇭헒뿉닢뗄췢짺믲쓚짺뇤솿볓틔춼1ꆡ룶쳥닮틬폫닺욷닮틬볤뷓펰쿬싺틢뛈쏨쫶,퓙춨맽쒣탍볆쯣뗃떽ꆣ틔맋뿍싺틢뛈캪샽,쯼틢뛈횮볤뗄맘쾵뻸럇볲떥뗄쿟탔맘쾵,듦퓚쏷쿔뗄뫍웚췻ꆢ룐횪튻퇹볦뻟뿍맛탔폫훷맛탔,뻟쳥냼몬3춬뮯뫍뛔뇈쿖쿳ꆣ떱탔쓜뒦폚웚췻뗄쒳훖뿉뷓쫜랶랽쏦뗄쓚죝,벴ퟜ쳥싺틢돌뛈ꆢ폫쿖쪵웚췻뗄닮뻠틔캧쓚벰폫샭쿫닺욷뗄뻠샫ꆣ쯹캽샭쿫닺욷쫇맋뿍뗄쿻럑,웚췻뿉틔횧엤싺틢뗄횪뻵,튲뻍쫇쮵,탔쓜폫웚췻뗄닮틬뫜킡쪱,탔쓜룐횪뿉쓜뎯ퟅ죋쏇뗄웚췻뺭퇩뫍볻컅ꆢ쿫쿳뗄뷡뫏,듋3룶솿뚼뿉춨맽컊뻭뗃랽쿲춬뮯ꆣ죧맻탔쓜퓚듋랶캧횮췢,뻍믡닺짺잿쇒뛔떽맀볆럖횵ꆣ헢룶쒣탍뗄쫽톧뇭듯캪솪솢쯦믺뷡릹뇈랽돌ퟩꆣ퇹놾뗄쯹폐Γ2뿉ퟛ뫏캪맋뿍싺틢뛈횸쫽ꆣ,쪹싺틢뛈듳듳쿂붵ꆣ쿔좻,맋뿍쿈잰뛔폚닺욷믲럾컱뗄뺭퇩믡뛔떱잰뗄움에닺짺펰쿬ꆣ맋뿍뛔폚닺욷탔쓜믲럾컱훊솿뗄룐횪폐3훖뺭퇩쮮욽:뗚튻,짨쿫폐튻룶좫탂뗄닺욷훖샠,맋뿍뛔쯼쎻폐죎뫎뺭퇩,쯹캽웚췻튲탭뷶믹폚튻룶쿠맘뗄믲룼튻냣뗄닺욷훖샠,헢훖캢킡뗄웚췻뫍탔쓜룐횪횮볤뗄쿠맘탔뫜죵,싺틢뛈훷튪좡뻶폚뛔탔쓜뗄횱뷓쳥퇩(볻춼2a);뗚뛾,쯦ퟅ춬샠닺욷뮨즫욷훖뗄퓶뛠,맋뿍춨춼3ꆡ맋뿍싺틢뛈뗄틲맻맘쾵맽쪹폃뫍뇈뷏닺짺쇋튻뚨뗄웚췻,헢훖웚췻냩쯦뺭퇩뗄퓶뎤뛸볓잿,늢뛔탔쓜뗄룐횪닺짺횱뷓뗄펰쿬맋뿍싺틢뛈쒣탍쓚몭짮뿌,뇭쿖퓚:1)맋뿍싺틢뛈횸쫽늻뷶뇭듯쇋뛔쿖쪵훊솿뗄움볛,튲냼몬짐(볻춼2b);뗚죽,떱뺭퇩볌탸퓶뎤,맣랺뛸폖럡뢻뗄룐횪쪹웚췻룼캪쏷좷ꆢ볡뚨,폫듋춬쪱춬뮯뗄ퟷ폃캴췚뻲뗄잱솦뫍벼쫵춻웆뗄훷튪랽쿲;2)훒돏뛈퓶잿ꆣ퓚벫뛋뺭퇩쮮욽짏,룐횪폫웚췻뿉틔춬쪱랢쫇웳튵ힷ쟳뗄훘튪쒿뇪횮튻[7,8],훒돏뛈풽룟풽쓜쇴짺힡믘춷뿍,퓚룟뺺헹싽퓶뎤뗄쿖듺쫐뎡짏,횻폐놣돖,뛾헟뗄뷧쿞풽살풽쒣뫽늻쟥ꆣ듳솿릺싲뗄럇쓍폃쿻럑욷뷏뷓뷼폚뗚죽훖쟩뿶,뛔폚힡햬헢퇹뗄낺맳힡풭폐뗄맋뿍좺닅첸뗃짏삩듳쫐뎡럝뛮ꆣ짺믮뇘탨욷믹놾쫴폚뗚뛾훖쟩뿶ꆣ2ꆡ힡뮧싺틢뛈쒣탍쏱폃힡햬쯤캪짺믮뇘탨욷,떫볛룱낺맳,쫐뎡쳘탔폫튻냣짌욷폐뫜듳뗄늻춬ꆣ퓚떱잰컒맺힡햬쫐뎡헽뒦폚랢햹돵웚뗄쟩뿶쿂,솽샠짌욷쟸뇰죧쿂:1)튻냣짌욷캪싲랽쫐뎡,쿻럑헟뗄짌욷톡퓱뫍릺싲솦믹놾욥엤,떫힡햬릩펦폫짧믡잱퓚탨쟳쿠뻠짵풶,뛸뻓쏱뗄릺싲솦폖퇏훘늻ퟣ,쫐뎡럖컶컊쳢럖췢춻돶ꆣ2)튻냣짌욷뺭뎣훘뢴릺싲,캪쇋헹좡믘춷뿍쳡룟훒돏뛈뫜훘튪ꆣ힡햬훘뢴릺싲뗄욵뛈뫜뗍,뛔웳튵훒돏뛈컊쳢쿠뛔늻춻돶ꆣ뛔폚힡햬쫐뎡살붲,훒돏뛈춼폐탂뗄몬틥ꆣ2ꆡ맋뿍뺭퇩폫싺틢뛈뗄맘쾵3)뻸듳뛠쫽짌욷늻탨튪폐쳘쫢뗄뷰죚헾닟,떫퓚틑릺짌욷뗄쪹폃맽돌훐룷훖좱쿝뫍늻ퟣ붫훰쫇힡햬쫐뎡탨튪힡햬뷰죚뫍헾뢮헾닟뗄횧돖,틔쳡늽쿔쿖,쿻럑헟뗄틢볻붫춨맽쟗폑ꆢ춬쫂뗈짧믡맘쾵룟뻓쏱뗄쿖쪵횧뢶쓜솦ꆣ헢튻틲쯘틑짮죫뻓쏱뗄틢놻뒫능,짵훁놻쿲폐맘늿쏅춶쯟,ퟜ돆횮캪놧풹ꆣ맋쪶,훆풼ퟅ웚췻폫룐횪,늢듳듳펰쿬힡뮧싺틢뛈ꆣ
훬ꆡꆡ,뗈:ꆡ믹폚맋뿍싺틢뛈샭싛뗄힡뮧싺틢뛈쒣탍1399틔짏뗄닮뇰쪹뗃힡뮧싺틢뛈퓚퇐뺿쒿뇪ꆢ쒣탍4)컒맺뻓쏱짐쎻폐웕뇩탎돉쾵춳뇭듯ퟔ벺틢릹돉ꆢ쿻럑탄샭럖컶짏뇈웰튻냣짌욷폐뫜듳뗄뇤뮯ꆣ볻뫍춶쯟뗄쾰맟,틲듋뛔놧풹뗄춳볆폐튻뚨삧쓑ꆣ떫힡햬싺틢뛈뗄퇐뺿쒿뇪만좻냼삨랿뗘닺웳튵뒴퓬힡춨맽볲뮯뒦샭,횱뷓쿲힡뮧뗷닩튲폐튻뚨뗄ힼ좷탔ꆣ햬욷없뫍쳡룟쫐뎡컼틽솦,떫룼폐틢틥뗄쫇퇐뺿죧ퟛ뫏틔짏틲쯘쳡돶힡뮧싺틢뛈쒣탍죧춼4쯹뫎엠폽쿖쪵뗄뻓쏱릺싲솦뫍쫍럅잱퓚뗄릺랿탨쟳,쪾ꆣ캪쇋뫍맺볊뷓맬,헢룶쒣탍뗄뫋탄늿럖뇘탫뫍맺튲뻍쫇쮵맘탄뗄죈뗣쫇벤믮힡햬쫐뎡컊쳢ꆣ뛔폚훒볊춨폃뗄맋뿍싺틢뛈쒣탍튻훂,떫뿉닢쓚짺뇤솿늿돏뛈튲폐늻춬뗄샭뷢,힡뮧싺틢뛈룟훒돏뛈튲룟,쮵럖ퟶ쇋뷏듳뗄돤쪵뫍룼탂,횻폐죧듋닅쓜럻뫏훐맺쏷힡뮧뗄힡햬탨쟳틑뗃떽싺ퟣ,죧맻뛾헟뗄퇹놾ퟛ맺쟩ꆣ쟳뷢뗄틾쪽뇤솿쯦믺랽돌캪뫏뷡맻뚼뗍Γ10000Γ1Χ11Φ1,쮵쏷힡햬쫐뎡뗄쿖쪵탨쟳뷏룟,쫐뎡쟷폚믮풾ꆣ죧맻평폚뺭볃쳵볾뗄훆풼듋탨쟳쓑틔쪵쿖Γ2Β21000Γ2Χ21Φ2,=+Ν+,Γ30Β3200Γ30Φ(1)3쮵쏷퓚힡햬룄룯짏폐욿뺱벱탨춻웆ꆣ퓚힡햬싺틢뛈Γ40Β42Β430Γ40Φ4퇐뺿짏붫훒돏뛈틗쏻캪룼탂쟣쿲룼캪횱맛ꆣ쪽훐:Χ11ꆢΧ21ꆢΒ21ꆢΒ32ꆢΒ42ꆢΒ43뻹캪랽돌닎쫽,뻓쏱뗄쿻럑탄샭뛔힡뮧싺틢뛈쒣탍뗄릹돉폐틔Φ1ꆫΦ4캪쯦믺틲ퟓꆣ뿉닢쓚짺뇤솿y1ꆫy7폫늻뿉닢쿂벸랽쏦펰쿬:쓚짺뇤솿Γ1ꆫΓ4뗄닢뛈랽돌캪1)뻓쏱뛔힡햬욷훊틲쯘뾼싇쾸훂,뮮럖쪮럖뻟y1Κ11000Ε1쳥y20Κ2200Ε2,뷶폃튻뚨볛룱쿂뗄욷훊맀볆룐횪럖횵쫇늻릻뗄,Γ1뿉틔닉좡붫뛠쿮뻟쳥틲쯘뫏돉캪ퟛ뫏럖횵뗄냬램ꆣy30Κ3200Ε3Γ2캪듋뿉짨볆힡햬욷훊ퟛ뫏죭볾,폫힡햬룐횪뷓뿚ꆣy4=0Κ4200+Ε4.(2)Γ3y500Κ530Ε5Γ42)뛔폚힡뮧싺틢뛈늻쓜닉폃샭쿫힡햬뗄룅쓮ꆣy6000Κ64Ε6췑샫쇋뺭볃쳵볾훆풼뗄샭쿫힡햬쎻폐쪵볊틢틥,틲y7000Κ74Ε7듋듋쿮뿉틔즾좥ꆣ늻뿉닢췢짺뇤솿뻘헳Ν쪵볊짏횻폐튻룶틲ퟓΝ1,쟒3)평폚힡햬뷰죚뫍헾뢮헾닟뛔힡뮧폐뷏듳펰x=Ν1ꆣ쪽훐Κij(i=1,ꆭ,7,j=1,ꆭ,4)캪닢뛈쾵쿬쫽,Εi(i=1,ꆭ,7)캪쯦믺틲ퟓꆣ짏쫶랽돌ퟔ뇤솿뗄,뿉틔ퟷ캪쏨쫶힡뮧싺틢뛈뗄튻룶뿉닢쓚짺뇤솿ꆣ춬퇹뿉틔폃힡햬뷰죚벰헾닟ퟛ뫏죭볾폫힡뮧싺틢뛈쿠맘탔뷏잿,웕춨뗄쿟탔믘맩랽램틑늻쫊폃,탨뷸탐뷓뿚뢴퓓뗄ퟸ뇪뇤뮻믲웤쯻죆맽쿠맘탔뗄뷢램ꆣ,늢뛔폐맘뷰죚ꆢ헾닟틲쯘뷸탐훘튪탔업탲ꆣ춼4ꆡ힡뮧싺틢뛈쒣탍
1400쟥뮪듳톧톧놨(ퟔ좻뿆톧냦)2003,43(10)쫇뿏뚨뗄,캪붨솢헽쪽뗄쫐뎡럖컶쾵춳뗬뚨쇋믹뒡ꆣ3ꆡ쫔퇩뷡맻힡뮧싺틢뛈쒣탍릦쓜뗄랢믓폫뗷닩컊뻭뗄짨볆4ꆡ뷡ꆡ싛쏜쟐쿠맘ꆣ쒣탍럖컶펦룃뻟놸틔쿂릦쓜:1)폃뮧싺1)틔맋뿍싺틢뛈샭싛캪믹뒡뗄힡뮧싺틢뛈쒣틢뛈뫍쫐뎡죝솿럖컶;2)힡햬욷훊움볛;3)힡햬탍볈뫍맺볊뷓맬폖럻뫏맺쟩뫍탐튵쳘즫,쪵볊짏헢쫐뎡뷡릹럖컶;4)힡햬뷰죚뫍힡햬헾닟럖컶;쫇죎뫎닺욷뗄싺틢뛈쒣탍뚼뇘탫뻟놸뗄탔훊,헢훖5)힡뮧쿻럑탄샭럖컶ꆣ헢5룶릦쓜퓚컊뻭뫍쒣탍훐탔훊뻶뚨쇋싺틢뛈뗄퇐뺿뿕볤쫇맣삫뗄ꆣ늢늻뛀솢짨훃,뛸쫇폐믺뗘춳튻퓚튻웰,춨맽탅쾢ퟩ2)힡햬뷰죚벰헾닟뗄뷩죫,쪹뗃힡뮧싺틢뛈퇐뫏살쪵쿖ꆣ뗷닩퇹놾돩퇹뿲뗄짨볆훷튪룹뻝맺볒믲뺿듸폐얨뫱뗄짧믡뺭볃퇐뺿뗄탔훊ꆣ평폚쫓튰뗄삩쪡쫐춳볆쓪본뗄샠탍뮮럖냬램,폐맘뇈샽맘쾵뗄좷듳,웤퇐뺿쒿뗄틑뎬돶닺욷랶돫뷸죫쫐뎡럖컶쇬폲,뚨닎뾼쇋맺볒훷맜늿쏅뗄폐맘쫔퇩뷡맻ꆣ헢쫇싺틢뛈샭싛펦폃짏뗄춻웆ꆣ2000쓪돵퓚놱뺩뗘쟸뷸탐쇋튻듎쫔퇩탔뗷닩,3)샻폃힡햬쫐뎡럖컶쒣탍붨솢뚨웚볠닢훆뛈,뗷닩뮧쫽캪234,뗷닩힡햬샠탍캪뺭볃쫊폃랿(냼삨뛔폚힡햬쫐뎡뗄랢폽돉쫬맽돌뿉폐쟥컺뗄쇋뷢,뛸랿룄랿ꆢ떥캻ퟔ붨랿뗈)ꆢ웕춨짌욷랿뫍룟떵짌욷랿,퇐뺿뷡싛튲붫붨솢퓚쏦쿲뻓쏱뗄샎만믹뒡횮짏,헢햼ퟜ뮧쫽뇈샽럖뇰풼캪50◊,35◊뫍15◊ꆣ힡뮧샠뛔럖컶컒맺힡햬쫐뎡뗄뎤풶ퟟ쿲,뷢뻶헹싛,춳튻죏탍럖캪짏냠ퟥ뫍췋택죋풱,햼ퟜ뮧쫽뇈샽럖뇰풼캪쪶믡폐뷏듳뗄냯훺ꆣ85◊뫍15◊ꆣ쯹폐놻뗷닩헟뚼뛔폐맘컊쳢ퟶ돶뗈벶움볛,틔듋캪풭쪼쫽뻝,내10럖훆볆쯣쇋좫늿퇹놾뗄힡뮧싺틢뛈횵뫍룼탂쟣쿲,뫏돉뗃떽퇹놾뗄ퟛ뫏닎뾼컄쿗ꆡ(References)[1]:The싺틢뛈뫍ퟛ뫏룼탂쟣쿲ꆣ쇭췢,샻폃힡햬욷훊ퟛ뫏죭Swedishexperience[J].JournalofMarketing,1992,볾뫍뷰죚벰헾닟ퟛ뫏죭볾뛔룷힡햬욷훊틲쯘뫍뷰56(1):621.죚ꆢ헾닟틲쯘뷸탐쇋훘튪탔업탲,뷡맻볻뇭1ꆣ[2][J].QualityProgress,1994,27(10):4144.뇭1ꆡ싺틢뛈횸쫽ꆢퟛ뫏룼탂쟣쿲뫍틲쯘훘튪탔업탲[3]싺틢뛈ퟛ뫏룼탂욷훊틲쯘뷰죚ꆢ헾닟틲쯘횸쫽쟣쿲훘튪탔듎탲훘튪탔업탲[J].CMAMagazine,1995,69:3236.쏦믽ꆢ뗘뛎ꆢ붻춨ꆢ짌튵듻뿮ꆢ뛾쫖랿쫐뎡ꆢ[4][J].QualityProgress,엤쳗ꆢ뮷뺳ꆢ뮧탍ꆢ릫믽뷰ꆢ볲뮯쫖탸ꆢ쮰럑ꆢ1995,28(3):5153.훊솿ꆢ컯튵ꆢ짽횵횤좯뮯[5]맺볒탅쾢훐탄.2002훐맺뺭볃햹췻(닺튵뻭)[M].놱뺩:훐ꆡꆡ듓뇭1훐뾴돶싺틢뛈횸쫽횵늻룟,뗍폚맺볊짏맺볆뮮돶냦짧,뗧뮰ꆢ뗧탅럾컱듯떽뗄쮮욽,헢쮵쏷룄짆뻓힡쳵볾뮹2002(IndustrialPart)[M]..(inChinese)쫇튻룶풶캴뷢뻶뗄컊쳢ꆣ틲쯘훘튪탔듎탲늢늻쫇뒿[6]JohnsonM,뿍맛뗄뇈뷏satisfactionacrossindividualsandproductcategories[J].,뛸쫇놻뗷닩헟죏캪탨튪뢶돶뷏듳듺볛믲뿍맛쳵볾튪폐훘듳룄짆닅쓜듯떽튪쟳뗄틲쯘쮳JournalofEconomicPsychology,1991,12(5):267286.탲[7]RajuJ,SrinivasanV,,헢뛔폚좷뚨쫐뎡룄뷸랽쿲룼폐틢틥ꆣ뗷닩뷡맻랴competitivepricepromotionalstrategies[J].Management펳춶짽횵퓚뻓쏱훃닺뚯믺훐뻓폚듎튪뗘캻,쇭췢Science,1990,36(3):276303.뻓쏱뗄횤좯뮯틢쪶뷏닮,헢듓튻룶닠쏦랴펳쇋쿖뷗[8]ö뛎컒맺힡햬쫐뎡뗄랢햹쮮욽ꆣ떱좻놾샽뷶캪튻듎퇩dissatisfaction[J].JournalofConsumerSatisfaction,횤쒣탍쫔퇩DissatisfactionandComplainingBehavior,1990,3:111.,퇹놾캴ퟶ뺫탄톡퓱,짐늻ퟣ틔듺뇭뗘쟸뗄좫쏦쟩뿶,틲듋캴ퟶ쿪쾸뗄쫐뎡럖컶ꆣ떫퓋탐킧맻
