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：顧客轉換行為模式之研究
作者：李賜郎
作者(外文)：Lee, Ssu-Lang
校院名稱：國立臺北大學
系所名稱：企業管理學系
指導教授：方文昌
學位類別：博士
出版日期：2007
主題關鍵詞：顧客轉換行為模式；顧客結構；轉換意願；switching behavior model；customer base；switching intention
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:34
本研究主要探討消費者轉換行為模式，藉由對行動通訊消費者過去之轉換行為，及消費者之特質，以驗證消費者之轉換行為模式，期能對業者在行銷管理作為上有所助益。
本研究以問卷調查的方式進行資料蒐集，調查發現：顧客轉換率超過四成，且有六成以上的消費者其使用一家業者之時間不超過四年，顯示行動通訊之顧客轉換頻繁。在電話市場已達飽和的情形下，業者之行銷努力方向應由擴展新使用者轉為固守現有之顧客，才能在此競爭激烈市場中占有一席之地。
為探知行動通訊消費者之顧客結構差異，本研究將消費者依使用經驗分為「未轉換者」及「轉換者」，再將「轉換者」依其轉換原因分為二群，一群為「非不滿意轉換者」，及「不滿意轉換者」；而在涉入程度方面依涉入程度之高低，將顧客分為二群；再分別探討不同顧客結構其轉換行為模式之差異性。
本研究所建構之轉換行為模式，是以線性關係模式探討：「顧客滿意度」、「認知轉換成本」、「主觀規範」、及「轉換態度」對「轉換意願」、「主動忠誠」及「被動忠誠」的影響，以驗證不同的顧客組成群體其轉換行為的差異性，結果顯示本研究所提出之假設均得到支持。主要結論為：
(1)網路外部性與認知轉換成本之間存在線性相關，且不同顧客群體，其影響有顯著差異。
(2)轉換意願、主動忠誠與被動忠誠三者與顧客滿意度、主觀規範、認知轉換成本、及轉換態度之間存在線性函數關係，且各個變項之影響程度有顯著差異。
(3)在不同顧客結構中(轉換經驗及涉入程度)，各個解釋變數對反應變數的影響程度也有顯著差異。
Customer switching behavior can give venomous effects on the profitability and competence of firms in today’s marketplace. Creating and maintaining customer loyalty has become a strategic effort in today’s service markets. But, researchers have argued that not all customers are equal and suggested that customers differ in their value to a firm. Firms should target the “right” customers who are likely to do business with over time. It is becoming necessary for them to have a good understanding of the difference on an individual level of their customer bases. The purpose of this study is to explore the difference of the effects of the switching behavior model among customer groups in the mobile telecom industry in Taiwan.
In switching behavior, a firm’s customer base is thought to comprise two groups of customers: (1) customers who have switched from other service provider (whom we refer to as “switchers”) and (2) those who have not (the first-time adopters whom we refer to as “stayers”). The switcher can be further classified into two types: dissatisfied switchers and non-dissatisfied switchers. In consumer involvement, a firm’s customer base comprises two groups of customers, with low level of involvement and with high level of involvement, respectively.
We build the switching behavior models in linear relationship with the independent variables: customer satisfaction, subjective norm, attitude, and perceived switching costs, to predict the dependent variables: switching intention, active loyalty, and passive loyalty, respectively. Using ANCOVA analysis, we found:
(1) There is a linear relationship between network externality and perceived switching costs with significant different effects among customer groups.
(2) There is a linear relationship between switching intention and the anticipants: customer satisfaction, subjective norm, attitude, and perceived switching costs, with significant different effects among customer groups.
(3) There is a linear relationship between active loyalty and the anticipants: customer satisfaction, subjective norm, attitude, and perceived switching costs, with significant different effects among customer groups.
(4) There are linear relationships between passive loyalty and the anticipants: customer satisfaction, subjective norm, attitude, and perceived switching costs, with significant different effects among customer groups.
一、中文部份
1.衫本辰夫著，盧淵源譯，事業、營業、服務的品質管制，中興管理顧問公司，民國75年。
2.周文賢，多變量統計分析:SAS/STAT使用方法，初版二刷，智勝文化，2004。
3.陳順宇，多變量分析，初版，華泰書局，民國87年。
4.鄭紹成，服務業顧客轉換之探索性研究，1998中華民國商學流通研討會，民國87年。
5.鄭紹成、洪世雄、李正綱，服務業顧客轉換因素之研究，亞太管理評論，民國86年。new window
二、英文部份
6. Ajzen, Icek and B. L. Driver (1992), “Application of the Theory of Planned Behavior to Leisure Choice,” Journal of Leisure Research, Vol. 24 (3), pp. 207-224
7. Ajzen, Icek and B. L. Driver (1992), “Contingent Value Measurement: On the Nature and Meaning of Willingness to Pay,” Journal of Consumer Psychology, Vol. 1 (4), pp. 297-316.
8. Anderson, Erin and Barton Weitz (1992), “The Use of Pledges to Build and Sustain Commitment in Distribution Channels,” Journal of Marketing Research, Vol. 29 (February), pp. 18-34.
9. Anderson, Eugene W, Claes Fornell, and Donald R. Lehmann (1994), “Customer Satisfaction, Market Share, and Profitability: Finding from Sweden,” Journal of Marketing, Vol. 58 (3), pp 53-66.
10. Anderson, Eugene W, and Mary W. Sullivan (1993), “The antecedents and consequences of customer satisfaction for firms,” Marketing Science, Vol. 12 (2), pp. 125-143.
11. Assael, Henry (2001), Consumer Behavior and Marketing Action, 6th ed., Thomson Learning.
12. Athanasopoulos, Antreas D. (2000), “Customer Satisfaction Cues to Support Market Segmentation and Explain Switching Behaviour,” Journal of Business Research, Vol. 47 (3), pp. 191-207.
13. Bass, Frank M. (1974), “The Theory of Stochastic Preference and Brand Switching,” Journal of Marketing Research, Vol. 11 (February), pp. 1-20.
14. Bass, Frank M., Moshe M. Givon, Manohar U. Kalwani, David Reibstein, Gordon P. Wright (1984), “An Investigation into the Order of the Brand Choice Process,” Marketing Science, Vol. 3 (4), pp. 267-287.
15. Bawa, Kapil (1990), “Modeling Intertia and Variety Seeking Tendencies in Brand Choice Behavior,” Marketing Science. Vol. 9 (3), pp. 263-278.
16. Beatty, S. E. and S. M. Smith (1987), “External Search Effort: An Investigation across Several prodect Categories,” Journal of Consumer Research, Vol. 14 (June), pp. 83-95.
17. Beckey, Gary S. and Kevin M. Murphy (1988), “A Theory of Rational Addiction,” Journal of Political Economy, Vol. 96 (4), pp. 675-700.
18. Bitner, Mary Jo (1990), “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,” Journal of Marketing, Vol. 54 (April), pp. 69-82.
19. Bolton, Ruth N., P. K. Kannan and Matthew D. Bramlett (2000), “Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value,” Journal of the Academy of Marketing Science, Vol. 28 (1), pp. 95-108.
21. Borna, Claude(2000), ”Combating Customer Churn,” Telecommunications, Vol. 34 (Mar), pp. 83-85.
22. Blumen, I., M. Kogan and P. J. McCarthy (1955), “The Industrial mobility of Labor as a Probability Process,” Cornell Studies of Industrial and Labor Relations, Vol. 6, Cornell University Press, Ithaca, NY.
23. Cai, Yongxin, Iraj Deilami, and Kenneth Train (1998), “Customer retention in a competitive power market: Analysis of a `double-bounded plus follow-ups' Questionnaire,” Energy Journal, Vol. 19 (2), pp. 191-215.
24. Cardozo, Richard N. (1965), ”An Experimental Study of Customer Effort, Expectation, and Satisfaction,” Journal of Marketing Research, Vol. 2 (August), pp. 244-249.
25. Carpenter, Gregory S. and Donald R. Lehmann (1985), ”A Model of Marketing Mix, Brand Switching, and Competition,” Journal of Marketing Research, Vol. 22 (3), pp. 318-329.
26. Chance, William A. and Norman D. French (1972), “An Exploratory Investigation of Brand Switching,” Journal of Marketing Research, Vol. 9 (May), pp. 226-229.
27. Cronin, Joseph J., Jr., Michael K. Brady and G. Tomas M. Hult (2000), “Aeeseeing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments,” Journal of Retailing, Vol. 76 (2), pp. 193-218.
28. Cronin, Joseph J., Jr. and Steven A. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, Vol. 56 (July), pp. 55-68.
29. Czepiel, J. A., and Rosenberg, L. J., “Perspective on Consumer Satisfaction,” AMA Conference Proceedings, 1974, pp. 199-123.
30. Davis, F.D., R.P. Bagozzi and P.R. Warshaw (1989), “User acceptance of computer technology: a comparison of two theoretical models,” Management Science, Vol. 35 (8), pp. 982–1003.
31. Day, Ralph L. (1980), “Research Perspectives on Consumer Complaining Behavior,” in Theoretical Developments in Marketing, Charles Lamb and Patrick Dunne, eds. Chicago: American Marketing Association, pp. 211-215.
32. Day, Ralph L. & E. Laird Landon (1977), “Toward a Theory of Comsumer Complaining Behavior,” in Consumer and Industrial Buying Behavior, A. G. Woodside, J. N. Sheth & P. D. Bennett eds. Amsterdam: North Holland Publishing Company Press .
33. Day, Ralph L. (1977), “Extending the Concept of Consumer Satisfaction,” Advances in Consumer Research, Vol. 4 (1), pp. 149-154.
34. Drake C., Gwynne A. and Waite N. (1998), “Barclays Life: Customer Satisfaction and Loyalty Tracking Survey”, International Journal of Bank Marketing, Vol. 16, pp. 287-292.
35. Dwyer, F. Robert, Paul H. Schurr and Sejo Oh (1987), “Developing Buyer-Seller Relationships,” Journal of Marketing, Vol. 51 (2), pp. 11-27.
36. Engel, James F. and Roger D. Blackwell (1982), Consumer Behavior, New York: Dryden Press.
37. Farrell, J. and G. Saloner (1985), "Standardization, Compatibility, and Innovation," Rand Journal of Economics, Vol. 16 (1), pp. 70-83.
38. Feinberg, Fred M, Barbara E. Kahn, and Leigh McAllister (1994), “Implications and relative fit of several first-order Markov models of consumer variety seeking,” European Journal of Operational Research, Vol. 76 (2), pp. 309-320.
39. Fornell, Claes and Birger Wernerfelt (1987), “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis,” Journal of Marketing Research, Vol. 24 (November), pp. 337-346.
40. Fournier, Susan and David Glen Mick (1999), “Residcovering Satisfaction,” Journal of Marketing, Vol. 63 (October), pp. 5-23.
41. Fulk, J., J. Steinfield, C. W. Schmitz and J. G. Power (1987), “A Social Information Processing Model of Media Use in Organizations,” Communication Research, Vol. 14 (5), pp. 529-552.
42. Gandal, Neil (1994), “Hedonic price indexes for spreadsheets and an empirical test for network externalities,” RAND Journal of Economics, Vol. 25 (1), pp. 160-170.new window
43. Ganesh, Jaishankar, Mark J. Arnold and Kristy E. Reynolds (2000), “Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers,” Journal of Marketing, Vol. 64 (July), pp. 65-87.
44. Garbarino, Ellen and Mark S. Johnson (1999), “The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships,” Journal of Marketing, Vol. 63 (April), pp. 70-87.
45. Gerpott, Torsten J., Wolfgang Rams and Andreas Schindler (2001), “Customer Retention, Loyalty, and Satisfaction in the German Mobile Cellular Telecommunications Markets,” Telecommunications Policy, Vol. 25 (4), pp. 249-269.
46. Grant, Alan W.H. and Leonard A. Schlesinger (1995), “Realize Your Customers’ Full Profit Potential,” Harvard Business Review, Vol. 73 (5), pp. 59-72.
47. Griffin, J. (1997), Customer Loyalty: How to Earn It, How to Keep It, Lexington Book, N.Y.
48. Gronholdt, L., A. Martensen , and K. Kristensen (2000), “The Relationship between Customer Satisfaction and Loyalty: Cross-Industry Differences,” Total Quality Management, Vol. 11 (4-6), pp. 509-514.
49. Handy, C. R., and M. Pfaff (1975), “Consumer Satisfaction with Food Product and Marketing Service,” Journal of Business Research, Vol. 15 (11), pp. 49-61.
50. Heide, Jan B. and Allen M. Weiss (1995), “Vendor Consideration and Switching Behavior for Buyers in High-Technology Markets,” Journal of Marketing, Vol. 59 (3), pp. 30-43.
51. Heide, Jan B. and George John (1990), “Alliances in Industrial Purchasing: The Determinants of Joint Action in Buyer-Supplier Relationships,” Journal of Marketing Research, Vol. 27 (February), pp. 24-36.
52. Heskett, J., T. Jones, G. Loveman, W. Jr. Sasser and L. Schlesinger (1994), “Putting the Service-Profit Chain to Work,” Harvard Business Review, Vol. 72 (2), pp. 164-174.
53. Howard, A. and N. Sheth (1969), The Theory of Buyer Behavior, New York: John Wiley and Sons.
54. Igbaria, M., T. Guimaraes, Gordon B. Davis (1995), “Testing the determinants of microcomputer usage via a structural equation model,” Journal of Management Information Systems, Vol. 11 (4), pp. 87-114.
55. Inman, J. Jeffrey, James S. Dyer, and Jianmin Jia (1997), “A Generalized Utility Model of Disappointment and Regret Effects on Post-Choice Valuation,” Marketing Science, Vol. 16 (2), pp. 97-111.
56. Jackson, Barbara Bund (1985), “Build Customer Relationships That Last,” Harvard Business Review, Vol. 63 (6), pp. 120-128.
57. Jain, Dipak C. and Shun-Chun Niu (1994), “Analyzing Household Brand Switching: A Stochastic Model,” European Journal of Operational Research, Vol. 76 (2), pp. 298-398.
58. Jeuland, Abel P. (1979), “Brand Choice Inertia as One Aspect of the Notion of Brand Loyalty,” Management Science, Vol. 25 (7), pp. 671-682.
59. Jones, Thomas O. and W. Earl Sasser Jr. (1995), “Why Satisfied Customer Defect,” Harvard Business Review, Vol. 73 (6), pp. 88-99.
60. Jones, Michael A., David L. Mothersbaugh and Sharon E. Beatty (2000), “Switching Barriers and Repurchase Intentions in Services,” Journal of Retailing, Vol. 76 (2), pp. 259-274.
61. Kalwani, Manohar U. and Donald G. Morrison (1977), "Estimating the Proportion of “Always Buy” and “Never Buy” Consumers: A Likelihood Ratio Test With Sample Size Implications," Journal of Marketing Research, Vol. 14(November), pp. 601-606.
62. Karahanna, Elena, Detmar W. Straub and Norman L. Chervany (1999), “Information Technology Adoption across Time: A Cross-Sectional Comparison of Pre-Adoption and Post-Adoption Deliefs,” MIS Quarterly, Vol. 23 (2), pp. 183-213.
63. Kassarjian, Harold (1981), "Low Involvement: A Second Look," Advances in Consumer Research, Vol. 8, (ed.) Kent B. Monroe (Ann Arbor: Association for Consumer Research), pp. 31-34.
64. Katz, M. L., and C. Shapiro (1985), "Network Externalities, Competition and Compatibility," American Economic Review, Vol. 75 (3), pp. 424-440.
65. Katz, M. L., and C. Shapiro, (1994), “Systems Competition and Network Effects,” The Journal of Economic Perspectives, Vol. 8 (2), pp. 93-115.
66. Keaveney, Susan M. (1995), “Customer switching behaviour in service industries: An exploratory study”, Journal of Marketing, Vol. 59 (2), pp. 71-82.
67. Klemperer, Paul (1995), “Competition when Consumers have Switching Costs: An Overview with Applications to Industrial Organization, Macroeconomics, and International Trade,” Review of Economic Studies, Vol. 62 (213), pp. 515-539.
68. Kotler, Philip, Marketing Management Analysis, Planning, Implementation, and Control, 9th Ed. Prentice-Hall Inc. 1997
69. Krugman, H.E. (1965), “The Impact of Television Advertising: Learning without Involvement,” Public Opinion Quarterly, Vol. 29 (Fall), pp. 349-356.
70. Laaksonen, H. (1994), Own Brands in Food Retailing Across Europe, Oxford: Oxford Reports on Retailing, Oxford Institute of Retail Management.
71. Lastovicka, J. L. and D. M. Gardner (1979), “Component of Involvement,” in J.C. Maloney &B. Silverman eds. Attitude Research Plays for High Stakes, American Marketing Association.
72. Laurent Gilles and Jean-Noel Kapeerer (1985), “Measuring Consumer Involvement Profiles,” Journal of Marketing Research, Vol. 12 (February), pp. 41-53.
73. Lee, Jonathan, Janghyuk Lee and Lawrence Feick (2001), “The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France,” Journal of Services Marketing, Vol. 15 (1), pp. 35-48.
74. Lemon, Kathorine N., Tiff Barnett White and Russell S. Winer (2000), “Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision,” Journal of Marketing, Vol. 66 (1), pp. 1-14.
75. Liebowitz S. J. and Stephen E. Margolis (1994), “Network Externality: An Uncommon Tragedy,” Journal of Economic Perspectives, Vol. 8 (2), pp. 133-150.
76. Lin, Chinho, Wann-Yih Wu and Zhi-Feng Wang (2000), “A study of market structure: brand loyalty and brand switching behaviours for durable household appliances,” International Journal of Market Research, Vol. 42 (3), pp. 277-300.
77. Madden, Gary, Scott J. Savage, and Grant Coble-Neal (1999), “Subscriber churn in the Australian ISP market,” Information Economics and Policy, Vol. 11 (2), pp. 195-206.
78. McAlister, Legigh, and Edgar Pessemier (1982), “Variety Seeking Behavior: An Interdisciplinary Review,” Journal of Consumer Research, Vol. 9(December), pp. 311-322.
79. McCarthy, Patrick S., P. K. Kannan, Radha Chandrasekharan, and Gordon P. Wright (1992), “Estimating Loyalty and Switching with an Application to the Automobile Market,” Management Science, Vol. 38 (10), pp. 1371-1393.
80. Mittal, Vikas, Pankaj Lumar, and Michael Tsiros (1999), “Attribute-Level Performance, Satisfactioni, and Behavioral Intentions over Time: A Consumption-System Approach,” Journal of Marketing, Vol. 93 (April), pp. 88-101.
81. Morris, Michael G. and Viswanath Venkatesh (2000), “Age Differences in Technology adoptiion Decisions: Implications for A Changing Work Force,” Personnel Psychology, Vol. 53 (2), pp. 375-403.
82. Morrison, Donald G. (1966), “Testing Brand-Switching Models,” Journal of Marketing Research, Vol. 3 (November), pp. 401-409.
83. Nicholls, J. A. F., G. R. Gilbert, and S. Roslow (1998), “Parsimonious Measurement of Customer Satisfaction with Personal Service and the Service Setting,” Journal of Consumer Marketing, Vol. 15 (3), pp. 239-253.
84. Nilssen, Tore (1992), “Two Kinds of Consumer Switching Costs,” The Rand Journal of Economics, Vol. 23 (4), pp. 579-589.
85. Oliver, Richard L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, Vol. 17 (4), pp. 460-469.
86. Oliver, Richard L. and John E. Swan (1989), “Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach,” Journal of Marketing, Vol. 53 (2), pp. 21-35.
87. Oliver, Richard L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, New York: Irwin/McGraw-Hill.
88. Oren, S. S. and S. A. Smith (1981), “Critical Mass and Tariff Structure in Electronic Communications Markets”, Bell Journal of Economics, Vol. 12 (2), pp. 467-487.
89. Ostrom, A. and D. Iacobucci (1995), “Consumer Trade-Offs and the Evaluation of Services,” Journal of Marketing, Vol. 59 (1), pp. 117-128.
90. Pae, Jae H. and Jung Suk Hyun (2002), “The Impact of Technology Advancement strategies on Consumers’ Patronage Decisions,” The Journal of Product Innovation Management, Vol. 19 (5), pp. 375-383.
91. Peltier, J. W. and J. E. Westfall (2000), “Dissecting the HMO-Benefits Managers Relationship: What to Measure and Why,” Marketing Health Services, Vol. 20 (2), pp. 4-13.
92. Rao, Vithala R. and Darius Jal Sabavala (1981), “Inference of Hierarchical Choice Processes from Panel Data,” Journal of Consumer Research, Vol. 8 (1), pp. 85-96.
93. Reicheld, Frederick F. and Sasser W. Earl (1990), “Zero Defections: Quality Comes to Services,” Harvard Business Review, Vol. 68 (5), pp. 105-110.
94. Reynolds, F. D., W. R. Darden and W. Martin (1974), “Developing an Image the Store-Loyal Customer,” Journal of Retailing, Vol. 50 (4), pp. 73-84.
95. Rohlfs, Jeffrey (1974), “A Theory of Interdependent Demand for a Communications Service”, The Bell Journal of Economics and Management Science, Vol. 5 (1), pp. 16-37.
96. Rubinson, Joel R., Wilfriend R. Vanhonacker and Frank M. Bass (1980), “On “A Parsimonious Desceiption of the Hendry System”,” Management Science, Vol. 26 (2), pp. 215-226.
97. Rust, Roland T. and Anthony J. Zahorik (1993), “Customer Satisfaction, Customer Retention, and Market Share,” Journal of Retailing, Vol. 69 (2), pp. 193-215.
98. Sambandam, Rajan and Kenneth R. Lord (1994),” Switching Behavior in Automobile Markets: A Consideration-Sets Model,” Journal of the Academy of Marketing Science, Vol. 23 (1), pp. 57-65.
99. Sherif, M. and H. Cantril (1947), The Psychology of Ego-Involvements: Social attitudes & indetification. New York: Wiley.
100. Shurmer, Mark (1993),”An Investigation into Sources of Network Externalities in the Packaged PC Software Market,” Information Economics and Policy, Vol. 5 (3), pp. 231-251.
101. Singh, Jagdip (1988), “Consumer Complaint Intentions and Behavior: Definitional and Taxonomical issues,” Journal of Marketing, Vol. 52 (January), pp. 93-107.
102. Singh, Jagdip (1991), “Understanding the Structure of Consumers’ Satisfaction Evaluations of Service Delivery,” Journal of the Academy of Marketing Science, Vol. 19 (3), pp. 223-244.
103. Sirohi, N., E. W. McLaughlin and D. R. Wittink (1998), “A Model of consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer,” Journal of Retailing, Vol. 74 (2), pp. 223-245.
104. Slama M.E. and A.Tashchian (1985), ”Selected Socioeconomic and Demographic Characteristics Associated with Purchasing Involvement,” Journal of Marketing, Vol.49 (1), pp. 72-82.
105. Taylor, Steven A. and Thomas L. Baker (1994), “An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumer’s Purchase Intentions,” Journal of Retailing, Vol. 70 (2), pp. 168-178.
106. Taylor, Shirley and Peter Todd (1995), “Understanding Household Garbage Reduction Behavior: A Test of an Integrated Model,” Journal of Public Policy & Marketing, Vol 14 (2), pp. 192-204.
107. Van Trijp, Hans C.M., Wayne D. Hoyer, and J. Jeffrey Inman (1996), “Why Switch? Product Category-Level Explanations for True Variety-Seeking Behavior,” Journal of Marketing Research, Vol. 3 (August), pp. 291-292.
108. Tsiros, Michael and Vikas Mittal (2000), “Regret: A Model of its Antecedents and Consequences in Consumer Decision Making,” Journal of Consumer Research, Vol. 26 (4), pp.401-417.
109. Tze, D. K., and P. C. Wilton (1988), “Models of Satisfaction Formation: An Extension,” Journal of Marketing Research, Vol. 25 (2), pp. 204-212.
110. Wangenheim, Florian and Tomas Bayon (2004), “Satisfaction, loyalty and word of mouth within the customer base of a utility provider: Differences between stayers, switchers and referral switchers,” Journal of consumer Behaviour, Vol. 3 (3), pp. 211-220.
111. Wiley, J. W. (1991), “Customer Satisfaction: A Supportive Work Environment and Its Financial Cost,” Human Resource Planning, Vol. 14 (2), pp. 117-127.
112. Weiss, Allen M. and Erin Anderson (1992), ”Converting from Independent to Employee Salesforces: The Role of Perceived Switching Costs,” Journal of Marketing Research, Vol. 29 (1), pp. 101-115.
113. Woodruff, Robert B., Ernest R.Cadotte, and Roger L. Jenkins (1983),”Modeling Customer Satisfaction Processes Using Experience-Based Norms,” Journal of Marketing Research, Vol. 20 (August), pp. 296-304.
114. Woodside, Arch G., Lisa L. Frey, and Robert Timothy Daly (1989), “Linking Service Quality, Customer Satisfaction, and Behavioral Intentions,” Journal of Health Care Marketing, Vol. 9 (4), pp. 5-17.
115. Zaichkowsky, Judith L. (1985), “Measuring the Invlovement Construct,” Journal of Consumer Research, Vol. 12 (3), pp.341-352.
116. Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman (1996), “The Behavioral Consequences of Service Quality,” Journal of Marketing, Vol. 60 (2), pp.31-46.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
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：1199（臺灣：1191，外國：8） ／ 本年度總使用人次：2042760 ／ 訪客人次（自102年09月）：67851647
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