臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：解釋影響消費者認知公平對滿意度及忠誠度之提昇
作者：林佳燕
作者(外文)：Chia-Yen Lin
校院名稱：國立交通大學
系所名稱：管理科學系所
指導教授：黃仁宏
學位類別：博士
出版日期：2007
主題關鍵詞：解釋效果；認知公平；顧客滿意；顧客忠誠；Explanation Effect；Perceived Justice；Customer Satisfaction；Customer Loyalty
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:31
「解釋的效果在組織管理領域已經是一門廣為應用的顯學 (Gilliland, 1994; Greenberg, Bies, & Eskew, 1991)。許多學者均主張提供「解釋」，可以使員工得到較高的公平認知，且對組織忠誠度也會較高，然而這有趣的觀念，在行銷領域的相關研究中卻極少被討論。本研究討論了：（1）解釋的效果對消費者認知公平的影響及（2）不同型態的解釋效果所帶來的公平認知，對滿意度及忠誠度的影響。透過實驗設計與ANOVA分析提供解釋對消費者各種公平認知的影響；同時也利用路徑分析法，驗證消費者認知公平與消費者滿意度、忠誠度之間的關係。
根據本研究結果顯示，提供解釋對於消費者的公平認知都會帶來較高的效果，不論是分配公平、程序公平或互動公平。而路徑分析結果也顯示公平認知對滿意度的正相關，也會使滿意度對忠誠度的正相關更為提高。根據分析，提供事前的解釋會讓消費者的認知公平提升最多，而對於滿意度及忠誠度影響力依序為：分配公平、互動公平及程序公平。因此，本研究建議企業可運用「解釋」作為改善消費者認知公平與維繫顧客滿意、顧客忠誠的有效工具，在微利時代中創造企業與顧客間的雙贏服務策略。
The effect of explanation has been widely discussed in organization behavior (Gilliland, 1994; Greenberg, Bies, & Eskew, 1991). Scholars have discussed the positive effect of explanation on employees’ perceived justice and on the organization’s citizen behavior, while this idea has not been widely applied to marketing studies. This is the first empirical research to investigate (1) the effect of providing explanation on perception of distributive, interactional, and procedural justice, and (2) the across effect of explanation and justice perception on customer satisfaction and loyalty. An experiment design was used to gather data relevant to the five hypotheses proposed and shown on the measurement model. ANOVA testing supported the hypothesis of a positive relationship between explanation and each of the justice constructs, especially when explanations provided in advance. The path analysis model showed direct and positive effects for the justice constructs on “customer satisfaction with satisfaction” and “overall firm satisfaction” and for the effect of customer satisfaction dimensions on customer loyalty. This research provides practical information that providing explanations in advance can lead to a better understanding of customers’ evaluation for justice perception and can be used to guide the formation of improved service strategies that provide justice as a key to satisfaction and loyalty.
Aaker, D. A. (1991). Managing Brand Equity. New York: Free Press.
Adams J. S. (1963). Toward an understanding of inequity, Journal of Abnormal and Social Psychology, 67(5), 422-436
Anderson, E. W., Fornell, C., & Lehmann, D. R.(1994) Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.
Anderson, J. & Gerbing, D. (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, 103(3), 411-423.
Andreassen, T. W., (2000). Antecedents to satisfaction with service recovery. European Journal of Marketing, 34, 156-75
Band, W. A. (1991). Creating Value for Customers. New York: John Wiley & Sons.
Barling, J., & Phillips, M. (1993). Interactional, formal, and distributive justice in the workplace: An exploratory study. Journal of Psychology, 73, 199–207
Baron, R. A. (1990) Countering the effects of destructive criticism: the relative efficacy of four interventions. Journal of Applied Psychology, 75, 235-245.
Bearden, W. O., & Teel, J. E. (1983). Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of Marketing Research, 20, 21-28.
Bell, C. R. & Zemke, R. (1987). Service Breakdown: The Road to Recovery. Management Review, 32-35.
Berry, L. L. & Seiders K. (1998). Service Fairness: What it is and Why it Matters? Academy of Management Executive, 12 (2), 8-20.
Bies, R. J. (1987). The predicament of injustice: the management of moral outrage. In L.L. Cummings and B.M. Staw (eds.), Research in Organizational Behavior, 9, 289-319.
Bies, R. J. & Moag, J.F. (1986). Interactional justice: communication criteria of fairness. In R.J. Lewicki, B.H. Sheard and M.H. Bazerman (eds.), Research on Negotiations, 1, Greenwich: JAL Press, 43-55.
Bies, R. J. & Shapiro, D. L. (1987). Interactional Fairness Judgements: The Influence of Causal Accounts. Social Justice Research, 1, 199-218.
Bies, R. J. & Shapiro, D. L. (1988). Voice and justification: their influence on procedural fariness judgements. Academy of Management Journal, 31, 676-685.
Bies, R. J., Shapiro, D. L., & Cummings, L. L. (1988). Causal accounts and managing organizational conflict. Communication Research, 15, 381-399.

Bitner, M. J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54(2), 69-82.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54(1), 71-84.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical Service Encounters: The Employees Viewpoint. Journal of Marketing, 58(4), 95-106.
Blanchard, R. F. & Galloway, R. L. (1994) Quality in Retail Banking, International Journal of Service Industry Management, 5(4), 5-23.
Blodgett, J. G. (1994). The Effects of Perceived Justice on Complainants’ Negative Word-of-Mouth Behavior and Repatronage Intentions. Journal of Retailing, 69(4), 399-427.
Blodgett, J. G. & Tax, S. S. (1993). The Effects of Distributive and Interactional Justice on Complainants’ Repatronage Intentions and Negative Word-of-Mouth Intentions. Journal of Satisfaction, Dissatisfaction and Complaining Behavior, 6, 100-110.
Blodgett, J. G., Granbois, D. H., & Walters, R. G. (1993). The Effects of Perceived Justice On Complainants’ Negative Word-of-Mouth Behavior and Repatronage Intentions. Journal of Retailing, 69(4), 399-428.
Blodgett, J. G., Wakefield, K. L., & Barnes, J. (1995). The Effects of Customer Service on Consumer Complaining Behavior. Journal of Services Marketing, 9(4), 31-42.
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post complaint behavior. Journal of Retailing, 73, 185-210.
Bobocel, D. R., & Farrell, A. C. (1996). Sex-based promotion decisions and interactional fairness: Investigating the influence of managerial accounts. Journal of Applied Psychology, 81, 22-35.
Bolton, R. N. & Drew, J. H. (1991) A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, 55(1), 1-9.
Boulding, W., Kalra, A., Staelin R., & Zeithaml, V. (1993). A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30, 7-27.
Bowen, D. E. & Schneider, B. (1999). Understanding Customer Delight and Outrage. Sloan Management Review, 41(1), 35-45
Brockner, J., DeWitt, R. L., Grover, S., & Reed, T. (1990). When it is especially important to explain why: Factors affecting the relationship between managers’ explanations of a layoff and survivors’ reactions to the layoff. Journal of Experimental and Social Psychology, 26, 389-407.
Brody, R. P. & Cunningham, S. M. (1968). Personality Variables and the Consumer Decision Process. Journal of Marketing Research, 50-57
Burroughs, J. D. (1982). Pay Secrecy and Performance: The Psychological Research. Compensation Review, 14, 44-54.
Cadotte, E., Woodruff, R., & Jenkins, R. (1987). Expectations and Norms in Models of Customer Satisfaction. Journal of Marketing Research, 24, 305-314.
Campbell, M. C. (1999). Perceptions of price unfairness: antecedents and consequences. Journal of Marketing Research, 36(2), 187-199.
Cardozo, R. N. (1965). An Experimental Study of Customer Effort, Expectation, and Satisfaction. Journal of Marketing Research, 2, 244-249.
Churchill, G. A. & Surpprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19, 491-504.
Clemmer, E. C. & Schneider, B. (1996). Fair service. In T.A. Swartz, D.E. Bowen and S.W. Brown (eds.), Advances in Services Marketing and Management, 5, Greenwich: JAI Press, 109-126.
Clemmer, E. C. (1988). The Role of Fairness in Customer Satisfaction with Services. Unpublished Doctoral Dissertation, University of Maryland.
Colquitt, J. A. (2001). On the dimensionality of organizational justice: a construct validation of a measure. Journal of Applied Psychology, 86, 386-400.
Colquitt, J. A. & Chertkoff, J. M. (2002). Explaining injustice: the interactive effects of explanation and outcome on fairness perceptions and task motivation. Journal of Management, 28(5), 591-610.
Conlon, D. E. & Murray, N. M. (1996) Customer perceptions of corporate responses to product complaints: the role of explanations, Academy of Management Journal, 39(4), 1040-1056.
Conlon, D. E., & Ross, W. H. (1997). Appearances do count: The effects of outcomes and explanations on disputant fairness judgments and supervisory evaluations. International Journal of Conflict Management, 8, 5-37
Cronin, J. J. & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56, .55-68.
Cronpanzano, R. (1992). Justice in the Workplace: Aroaching Fairness. Human Resource Management, Hillsdale, New Jersey.
Cropanzano, R. & Folger, R. (1991). Procedural justice and worker motivation. In Steers, R. M., and Porter, L. W. (eds.), Motivation and Work Behavior, 5th ed., McGraw-Hill, New York, 131-143.
Cropanzano, R. & Randall, M. L. (1995). Advance notice as a means of reducing relative deprivation. Social Justice Research, 8, 217-238.
Cropanzano, R., & Konovsky, M. A. (1995). Resolving the justice dilemma by improving the outcomes: The case of employee drug screening. Journal of Business and Psychology, 10, 221-244.
Czepiel, J. A., Rosenberg, L. J., & Akerele, A. (1974). Perspectives on consumer satisfaction. AMA Educators’ Proceedings, American Marketing Association, Chicago, IL, 119-123.
Davidow, M. (2003). Organizational responses to customer complaints: what works and what doesn't. Journal of Service Research, 5(3), 225-250.
Day, R. S. (1984). Toward a Process Model of Consumer Satisfaction. In H. Hunt, (Ed.) Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Cambridge, MA; Marketing Science Institute.
Deutsch, M. (1975). Equity, equality, and need: What determines which value will be used as the basis of distributive justice? Journal of Social Issues, 31, 137-149.
Deutsch, M. (1985). Distributive Justice: A Social-Psychological Perspective, New Haven: Yale University Press.
Ehrenberg, A. S. C. (1988). Repeat-buying: facts, theory and applications. London, Oxford University Press.
Erdogan, B. (2002). Antecedents and consequences of justice perceptions in performance araisals. Human Resource Management Review, 12, 555-578.
Folger, R. & Bies, R. J. (1989). Managerial Responsibility and Procedural Justice. Employee Responsibilities and Rights Journal, 2, 79-90.
Folger, R. & Konovsky, M. A. (1989). Effects of procedural and distributive justice on reactions to pay raise decisions. Academy of Management Journal, 32, 115-130.
Folger, R. & Cropanzano, R. (1998). Organizational justice and human resource management. Beverly Hills, CA: Sage
Folger, R., Konovsky, M. A., & Cropanzano, R. (1992). A due process metaphor for performance. Research in Organizational Behavior, 14, 129-177.
Folger, R., Rosenfield, D., & Robinson, T. (1983). Relative deprivation and procedural justification. Journal of Personality and Social Psychology, 45, 268–273.
Folkes, V. S. (1984). Consumer Reactions to Product Failure: An Attributional Aroach. Journal of Consumer Research, 10, 398-409.
Fornell, C. (1992) A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56(1), 6-21.
Fournier, S & Mick, D. G. (1999). Rediscovering satisfaction. Journal of Marketing, 63(4), 5-24
Fournier, S. (1998). Consumers and Their Brands: Developing Relationship Theory in Consumer Research. Journal of Consumer Research, 22(3), 327-343.
Furby, L. (1986) Justice: Views from the Social Sciences, Psychology and justice. In Cohen R. L. (ed.), New York: Plenum, 153-203.
Gilliland, S. W. (1994). Effects of procedural and distributive justice on reactions to a selection system. Journal of Applied Psychology, 79, 91-701.
Gilliland, S. W. & Beckstein, B. A. (1996). Procedural and distributive justice in the editorial review process. Personnel Psychology, 49, 669-691.
Goodwin, C. & Ross, I. (1989). Salient Dimensions of Perceived Fairness in Resolution of Service Complaints. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 87-92
Goodwin, C. & Ross, I. (1992). Consumer response to service failure: influence of procedural and interactional fairness perceptions, Journal of Business Research, 25(2), 149-163.
Goodwin, C., Smith, K. L., & Verhage, B. J. (1991). An Equity Model of Consumer Response to Waiting Time. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 4, 129-138.
Greenberg, J. & McCarty, C. L. (1990). Comparable worth: A Matter of Justice. In G. R Ferris & K. M. Rowland (Eds.), Research in Personnel and Human Resources Management, 8, Greenwich, CT: JAI Press, 111-157.
Greenberg, J. (1990a). Employee theft as a reaction to underpayment inequity: the hidden cost of pay cuts. Journal of Alied Psychology, 75, 561-568.
Greenberg, J. (1990b). Organizational Justice: Yesterday, Today, and Tomorrow. Journal of Management, 16 (2), 399-432.
Greenberg, J. (1996) The Quest for Justice on the Job: Essays and Experiments, Thousand Oaks: Sage.
Greenberg, J., Bies, R. J., & Eskew, D. E. (1991). Establishing fairness in the eye of the beholder: managing impressions of organizational justice. In R. Giacalone and P. Rosenfeld (eds.), Alied Impression Management: How Image Making Affects Managerial Decisions, Newbury Park: Sage, 111-132.
Gronroos, C. (1983). Strategic Management and Marketing in the Service Sector, (Report No. 83-104), Cambridge, MA: Marketing Science Institute.
Hanan, M. & Karp, P. (1989). Customer Satisfaction Amacom. New York, New York: American Management Association.
Hart, C. W. L. (1988). The Power of Unconditional Service Guarantees. Harvard Business Review, 66 (July–August), 54-62.
Hartline, M. D. & Ferrell, O. C. (1996) The management of customer-contact service employees: an empirical investigation, Journal of Marketing, 60(4), 52-70.
Heskett, J., Sasser, E., & Schlesinger L. (1997). The Service Profit Chain. New York, New York: The Free Press.
Hocutt, M. A. Chakraborty, G., & Mowen, J. C. (1997). The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery. Advances in Consumer Research, (24), 457-463.
Hoyle, R. H. & Panter, A. T. (1995). Writing About Structural Equation Models. In R. H. Hoyle (Ed.) Structural Equation Modeling: Concept, Issues, and Applications. Thousand Oaks, CA: Sage, 158-176.
Jacoby, J. & Kyner, D. B. (1973). Loyalty vs. Repeat Purchasing Behavior. Journal of Marketing Research, 10, 1-9
Jacoby, J. & Chestnut, R. W. (1978) Brand Loyalty Measurement and Management, New York: John Wiley.
Kahn, B. E., Kalwani, M. U., & Morrison, D. G. (1986). Measuring variety-seeking and reinforcement behaviors using panel data, Journal of Marketing Research, 23(2), 89-100.
Kahneman, D., Knetsch, J. L., & Thaler, R. H. (1986a). Fairness and the assumption of economics. Journal of Business, 59, 285-300.
Kahneman, D., Knetsch, J. L., & Thaler, R. H. (1986b). Fairness constraints on profit seeking: entitlements in the market. American Economic Review, 76(4), 728-741.
Kelly, S. W., Hoffman, D. K., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 4, 429-452.
Konovsky, M. A., & Cropanzano, R. (1993). Justice considerations in employee drug testing. In R. Cropanzano (Ed.), Justice in the workplace: Approaching fairness in human resource management, 171-192. Hillsdale, NJ: Erlbaum.
LaBarbera P A, & Mazursky, D. (1983). A Longitudinal Assessment of Consumer Satisfaction/ Dissatisfaction: The Dynamic Aspect of Cognitive Process. Journal of Marketing Research, 20, 393-404
Lash, L. (1989). The Complete Guide to Customer Service. Chichester: John Wiley & Sons.
Lind, E. A. & Tyler, T. R. (1988) The Social Psychology of Procedural Justice, New York: Plenum.
Macan, T. H., Avedon, M. J., Paese, M., & Smith, D. E. (1994) The effects of applicants' reactions to cognitive ability tests and an assessment center. Personnel Psychology, 47, 715-738.
Martins, M. & Monroe, K. (1994). Perceived price fairness: a new look at an old construct. In C. Allen and D. John (eds.), Advances in Consumer Research, 21, 75-78.
Massey, W.F., Montgomery, D.B., & Morrison, D.G. (1970). Stochastic Models of Buyer Behavior, Cambridge: MIT Press.
Maxham, J. G. III & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of Retailing, 78, 239-252.
Merriam-Webster’s collegiate dictionary (10th ed.). (1998). Springfield, MA: Mrriam-Webster.
Mohr, L. A. & Bitner, M. J. (1995). The Role of Employee Effort in Satisfaction with Service Transactions. Journal of Business Research, 32, 239-252.
Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decision. Journal of Marketing Research, 17, 460-469.
Oliver, R. L. (1993). A Conceptual Model of Service Quality and Satisfaction: Compatible Goals, Different Concepts. Advances in Services Marketing and Management, 2, 65-85.
Oliver, R. L. (1996). Satisfaction: A Behavioral Perspective on the Consumer, New York: McGraw-Hill.
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63, 33-44.
Oliver, R. L. & DeSarbo, W. S. (1988). Response Determinants in Satisfaction Judgments. The Journal of Consumer Research, 14(4), 495-507.
Oliver, R. L. & Swan, J. E. (1989). Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach. Journal of Marketing, 53, 21-35.
Oliver, R. L. & Swan, J. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach. Journal of Marketing, 53, 21-35.
Olshavsky, R. & Miller, J. (1972). Consumer Expectations, Product Performance and Perceived Product Quality. Journal of Marketing Research, 9, 19-21.
Olson, J. C. & Dover, P. (1976). Disconfirmation of Consumer Expectations Through Product Trial. Journal of Applied Psychology, 64, 179-189.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, .41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-40.
Reichheld, F. F. & Sasser, W. E. Jr. (1990). Zero Defections: Quality Comes to Services. Harvard Business Review, 68, 105-111.
Rupp, D. E., & Cropanzano, R. (2002). The mediating effects of social exchange relationships in predicting workplace outcomes from multifoci organizational justice. Organizational Behavior and Human Decision Processes, 89, 925-946.
Schlenker, B. R. (1982). Translating Actions into Attitudes: An Identity-Analytic Aroach to the Explanation of Social Conduct. In L. Berkowitz (Ed.). Advances in Experimental Social Psychology, 15, 193-247.
Schneider, B. & Bowen, D. (1999). Understanding customer delight and outrage. Sloan Management Review, 41(1), 35-45.
Scott, M. B. & Lyman, S. (1968). Accounts, American Sociological Review, 33(1), 46-62.
Seider, K. & Berry, L. L. (1998) Service fairness: what it is and why it matters, Academy of Management Executive, 12(2), 8-20.
Semin, G. R. & Manstead, A. R. (1983). The Accountability of Conduct: A Social Psychological Analysis, New York: Academic Press.
Shaw, J.C., Wild, R.E., & Colquitt, J.A. (2003). To justify or excuse? a meta-analysis of the effects of explanations. Journal of Applied Psychology, 88, 444-458.
Singh, J. (1990). Voice, Exit and Negative Word-of Mouth- Behaviors: An Investigation Across Three Service Categories. Journal of the Academy of Marketing Science, 18, 1-15.
Sitkin, S. B. & Bies, R. J. (1993). Social accounts in conflict situations: using explanations to manage conflict. Human Relations, 46, 349-370.
Smith, A. K. (1998). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Unpublished Doctoral Dissertation. University of Maryland, Maryland.
Smith, A. K. & Bolton, R. (1998). An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters, Paradox or Peril? Journal of Service Research, 1(1), 65-81.
Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36, 356-372.
Smither, J. W., Reilly, R. R., Millsap, R. E., Pearlman, K., & Stoffey, R.W. (1993). Alicant reactions to selection procedures, Personnel Psychology, 46, 49-76.
Spreng, R. A., Harrell, G. D., & MacKoy, R. (1995). Service Recovery: Impact on Satisfaction and Intentions. Journal of Services Marketing, 9 (1), 15-23.
Tax, S. T. (1993). The Role of Perceived Justice in Complaint Resolutions: Implications for Services and Relationship Marketing. Unpublished Doctoral Dissertation, Arizona State University.
Tax, S. T., Brown, S. W., & Chandrashekaran, M. (1998) Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing, 62, 60-76.
Tedeschi, J. T. & Reiss, M. (1981). Verbal Strategies in Impression Management. In C. Antaki (Ed.), The Psychology of Ordinary Explanations of Social Behavior, New York: Academic Press, 271-309.
Thibaut, J. & Walker, L. (1975). Procedural Justice: A Psychological Analysis, Hillsdale: Lawrence Erlbaum Associates.
Tyler, T. R. (1994). Psychological models of the justice motive: antecedents of distributive and procedural justice. Journal of Personality of Social Psychology, 67, 850-863.
Tyler, T. R. & Bies, R.J. (1990). Beyond formal procedures: the interpersonal context of procedural justice. In J. Carrol (ed.), Advances in Applied Social Psychology and Organizational Settings, Hillsdale: Lawrence Erlbaum Associates, 77-98.
Tyler, T. R. & Blader, S. (2000). Cooperation in Groups: Procedural Justice, Social Identity, and Behavioral Engagement, Philadelphia: Psychology Press.
Westbrook, R. A. (1980). Intrapersonal Affective Influences on Consumer Satisfaction with Products. Journal of Consumer Research, 7, 49-54.
Westbrook, R. A. & Oliver, R. L. (1991). The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction. Journal of Consumer Research, 18, 84-91
Yavas, U., Benkenstein, M. & Stuhldreier, U. (2004). Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. The International Journal of Bank Marketing. 22(2), 144.
Yi, Y. (1990). A critical review of consumer satisfaction. In V.A. Zeithaml (ed.), Review of Marketing, Chicago: American Marketing Association, 68-123.
Zeithaml, V. A., Parasuraman, A., & Berry L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality, Journal of Marketing, 60, 31-46.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
無相關點閱
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：827（臺灣：817，外國：10） ／ 本年度總使用人次：1885225 ／ 訪客人次（自102年09月）：67689534
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上