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：會員制關係行銷活動對會員行為與意向之影響－ 心理態度之中介效果
作者：高淑鑾
作者(外文)：Shu-Luan Kao
校院名稱：臺灣大學
系所名稱：商學研究所
指導教授：練乃華
學位類別：博士
出版日期：2008
主題關鍵詞：會員制；關係行銷活動；認同；承諾；會員間互相依賴；關係行為；未來關係意向；membership；relationship marketing activities；identification；membership interdependence；relationship behavior；future intentions
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(1) 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:38
會員制盛行於各行各業，舉凡食、衣、住、行、育、樂，都有採行會員制的企業案例。會員制關係不僅是組織與顧客之間的一種特殊關係，也是組織與顧客間有效建立與維持關係的方式之一，國內外相關的研究卻相當的少。
會員制與非會員制組織之間的關係行銷活動存有一些共同性與差異性，因此，在採行關係行銷活動時，要考慮會員制的獨特性以決定要採行的關係行銷活動。會員制組織的獨特性包含與會員之間有特定的契約期間、需要會員的共同產出、會員的社會認同角色及會員間之互相依賴等獨特性，共同性包含會員制的本質是組織的資產、對核心服務績效的要求、使用與運用多重類型的關係連結、創造彼此價值、心理態度的中介構念及服務便利性。
本研究透過文獻探討與個案公司的深度訪談，建構出概念性的研究架構並提出研究假設。關係行銷活動有四類：核心服務績效、經濟性連結（獎勵共同產出、獎勵貢獻行為、會員優惠價格）、非經濟性連結（傳播組織知識、強化會員間的互動）、服務便利性（據點與付費便利性）；會員心理態度包含滿意度、承諾（情感與經濟承諾）、認同及會員互相依賴；會員關係行為包含使用率、共同產出、貢獻行為、購買額外產品；未來關係意向包含繼續留下意願、共同產出意願、貢獻意願、購買額外產品意願。首先，探討會員制組織的關係行銷活動對會員關係行為與未來關係意向之影響效果？其次，各類的關係行銷活動，對於會員關係行為與未來關係意向影響的相對重要程度如何？第三，探討會員心理態度之中介效果，在關係行銷活動與會員關係行為與未來關係意向間具有中介效果嗎？各類的關係行銷活動對會員心理態度與會員行為與意向的影響過程或因果路徑為何？構念的定義與衡量，是參考相關文獻探討為主，並輔以個案深度訪談與專家意見彙整而成，以國內的X連鎖休閒健身俱樂部的會員為對象，以問卷調查搜集資料，進行實證資料統計與分析。主要研究的結果如下：
（一）關係行銷活動對會員的關係行為與未來關係意向之影響效果
1.關係行銷活動對會員的行為之影響，依影響效果大小排序為：核心服務績效＞非經濟性連結＞經濟性連結>服務便利性。相較於其他會員行為，使用率最易受到各類關係行銷活動的影響；服務便利性只影響使用率，對其他行為並無明顯效果。
2.關係行銷活動對會員的未來關係意向之影響效果，非經濟性連結（傳播組織知識與強化會員互動）對會員未來關係意向的影響效果最大；服務便利性對會員意向影響的相對重要性最低，僅影響留下意願。核心服務績效是企業與顧客建立長期關係的重要根本要素，企業做好核心服務績效才是首要目標，其次才是提昇非經濟性連結、經濟性連結及服務便利性，不能捨本逐末。
（二）會員心理態度之中介效果
1.會員心理態度對非經濟性連結（強化會員互動與傳播組織知識）和服務便利性有完全中介效果。非經濟性連結是透過情感承諾、認同、滿意度、會員之間的互相依賴去影響會員的關係行為與未來關係意向；服務便利性是透過經濟承諾去影響會員的關係行為與未來關係意向。
2.會員心理態度對於核心服務績效和經濟性連結有部分中介效果。核心服務績效是經由滿意度與經濟承諾去影響會員的關係行為與未來關係意向；經濟性連結是經由經濟承諾去影響會員的關係行為與未來關係意向。
3.經濟性連結與非經濟性連結的中介過程截然不同，經濟性連結是透過非情感性因素（經濟承諾）而間接影響會員的關係行為與意向；非經濟性連結是透過情感性因素（情感承諾、認同、滿意度及會員互相依賴）而間接影響行為與意向。會員制組織情境中，心理態度是重要的中介變數，各心理變項之中介效果依序為：情感承諾＞認同＞滿意度＞經濟承諾＞會員互相依賴。本研究也發現認同、會員互相依賴、共同產出及貢獻行為等構念，較適合存在於會員制組織情境中。
Although individuals rarely consider the pervasiveness of memberships in their lives, memberships in organizations are serve important roles in the daily lives of almost everyone in developed countries. Membership organizations can provide their members access to desire services and preferential treatment, a sense of belonging and identification, and the ability to meet their similar interests. Membership organizations are exist in many industries. In addition, membership program are designed to maintain and enhance the customer long term relationship. From the literature review, there are six general similarities including the asset nature of memberships, the requirement for core service performance, the availability and use of multiple types of bonds, mutual value creation, and the presence of psychological mediating constructs. And there are five unique characteristics are including the specific contractual period of a membership, the amount of co-production often required by the members, the role of social identification, interdependence among members, and the linkage of the membership to the core service.
To develop the conceptual model, we combined literature review with existing research in service marketing, relationship marketing, and organization behavior. We used interviews and focus groups with fitness club mangers and experts to identify the various marketing actions that the club used in managing relationships with their membership, to determine the ways that members are committed to and identify with the organization, members interdependence and satisfaction with the organization, and to delineate the relationship behaviors and the future intentions in the membership situations.
Additionally, to conceptualize and empirically examine the profit organization of sports and fitness club’s in Taiwan relationship marketing actives 【core services performance, non-economic bonds (dissemination of organizational knowledge and enhance of member interaction), economic bonds (reward for co-production, contribution, and members’ special treatment) , service convenience】 that are theorized to enhance their membership’s psychological attitudes (satisfaction, affective and continuance commitment, identification, and interdependence) to the relationship and the membership’s relationship behaviors (usage, co-production, contribution, buying extra goods or services) and the future intentions(intention to stay, co-production intention, contribution intention and buying extra goods or services intention).
The findings of this research are as followings:
1. The effect of relationship marketing activities on member’s behaviors and the future intentions
This study has shown the important effect of relationship marketing activities on member’s behaviors, the first is core service performance, the second is non-economic bonds, the third is economic bonds, finally, service convenience. To compare with other relationship behaviors, usage is influenced over the four relationship marketing activities. There is one other thing that is important about service convenience; it would increase the usage, but not to the other relationship marketing activities.
The important effect of relationship marketing activities on member’s future intentions, the first is non-economic bonds (dissemination of organizational knowledge and enhance of member interaction). Compare with other relationship marketing activities service convenience is less important, it would increase the intention to stay in the future. Core service performance is the first important variable for the long term customer relationship in the membership organization, the second is non-economic bonds, the third is economic bonds, finally is service convenience.
2. The mediating effect of members psychological attitudes
This study has shown that the member’s attitudes have the totally mediating effect on non-economic bonds and service convenience. The causal path of effect of non-economic bonds is mediated by affect commitment, identification, satisfaction and member’s interdependence on the member’s behaviors and the future intentions, as well as the service convenience is mediated by continuance commitment.
However, the member’s attitudes on core service performance and economic bonds have partial mediating effect on the member’s behaviors and the future intentions. The effect of core service performance is mediated by satisfaction and economic bonds are mediated by continuance commitment on member’s behaviors and the future intentions.
To sum up, the mediating effect on member’s relationship behaviors and the future intentions between the economic bonds and non-economic bonds have different ways. Economic bonds are mediated by non-affection attitude (continuance commitment) as well as the non-economic bonds are mediated by affection attitude (affect commitment, identification, satisfaction, and interdependence) on member’s relationship behaviors and the future intentions. There is evidence in support of psychological attitudes are the important mediators between the relationship marketing activities and the relationship behaviors and the future intentions. It would be possible to argue that the relative important sequences are affective commitment, identification, satisfaction, continuance commitment and member’s interdependence. We also found that identification, member’s interdependence, co-production and contributions are more suitable for the membership situations.
黃俊英(1991)，多變量分析，第四版，中國經濟企業研究所。
楊國樞、文崇一、吳聰賢與李亦園編(1989)，社會及行為科學研究法，上冊，台北：東華書局。new window
葛樹人(1996)，心理測驗學，第三版，桂冠，台北。
Aaker, D. A.(1994), “Building a Brand: The Saturn Story,” California Management Review, 36(2),114-134.
Afthinos, Yanni, Nicholas D. Theodorakis and Pantelis Nassis(2005),”Customers’ Expectations of Service in Greek Fitness Centers: Gender, Age, Type of Sport Center, and Motivation Differences,” Managing Service Quality, 15(3),245-258.
Ahearne, Michael, Bhattacharya C.B.and Gruen Thomas(2005),” Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing”, Journal of Applied Psychology, 90(3),574-585.
Allen, Natalie J. and John P. Meyer(1990), “The Measurement and Antecedents of Affective, Continuance, and Normative Commitment to the Organization,” Journal of Occupational Psychology, 63,1-18.
Anderson, W. Thomas, Jr.(1972),”Convenience Orientation and Consumption Behavior,” Journal of Retailing,48(Fall),49-91.
Anderson, James C. and David W. Gerbing(1988), “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,” Psychological Bulletin, 103(3),411-23.
Anderson, Eugene W. and James A. Narus(1990), ”A Model of Distributior Firm and Manufacture Firm Working Partnerships,” Journal of Marketing, 54(January), 42-58.
Anderson, Eugene W. and Weitz, B. A.(1992), “The Use of Pledges to Build and Sustain Commitment in Distribution Channels,” Journal of Marketing Research, 29,18-34.
Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann(1994), “Customer Satisfaction, Market Share and Profitability: Findings From Sweden,” Journal of Marketing, 58(2),53-66.
Ashforth, Blake E. and Fred Mael(1989), “Social Identity and the Organization,” The Academy of Management Review, 14(January), 20-39.
Aspinall, Edward, Nancarrow Clive, and Stone Merlin (2001), “The Meaning and Measurement of Customer Retention,” Journal of Targeting, Measurement and Analysis for Marketing, 10(1),79-87.
Athanassopoulos, A. D. (1997), “Customer Satisfaction and Client Type Differentials: Evidence from the Greek Banking Industry,” In the Proceedings of the 26th EMAC Conference, 1:47-66.
Australia, China, Japan, Malaysia, and Taiwan: The 2007 IHRSA Global Report on the State of the Health Club Industry(New Zealand: Estimates by industry experts)，http://cms.ihrsa.org/IHRSA/
Bansal, Harvir S., Irving P. Gregory and Taylor Shirley F.(2004), “A Three-Component Model of Customer Commitment to Service Providers,” Journal of the Academy of Marketing Science, 32(3), 234-250.
Bagozzi, Richard P. and Yi, Youjae(1993), “Multitrait-Multimethod Matrices in Consumer Research: Critique and New Developments,” Journal of Consumer Psychology, 2(2), 143-170.
Beatty, S. E., Mayer, M. L., Coleman, J. E., Reynolds, K. E. and Lee J.(1996), “Customer-Sales Associate Retail Relationships,” Journal of Retailing, 72(Fall):223-247.
Bendapudi, N. and Berry, Leonard L.(1997), “Customer’s Motivations for Maintaining Relationship with Service Providers,” Journal of Retailing, 73,1-37.
Bentler, Peter M.(1990),”Comparative Fit Indexes in Structural Equation Models,” Psychological Bulletin, 107,238-246.
Bentler, Peter M. and D. G. Bonnett (1980),”Significance Tests and Goodness-of-Fit in the Analysis of Covariance Structures,” Psychological Bulletin, 88,588-606.
Bergami, Mssimo. and Bagozzi, Richard P.(1996),”Organizational Identification: Conceptualization, Measurement and Nomological Validity,”(Working Paper), Ann Arbor: University of Michigan.
Bergami, Mssimo. and Bagozzi, Richard P.(2000),”Self-Categorization, Affective Commitment and Group Self-Esteem as Distinct Aspects of Social Identity in the Organization,” British Journal of Social Psychology, 39(4),555-577.
Berry, L. L.(1983),“Relationship Marketing of Services-Growing Interest, Emerging Perspectives,” Journal of the Academy of Marketing Science, 23(4),236-245.
Berry, L. L. (1995),”Relationship Marketing of Services-Growing Interest, Emerging Perspectives,” Journal of the Academy of Marketing Science, 23,236-245.
Berry, L. L. and Parasureman A.(1991), Marketing Services: Competing Through Quality. New York: Free Press.
Berry, Leonard L., Seiders Kathleen, and Grewal Dhruv(2002), “Understanding Servie Convenience,” Journal of Marketing, 66(July), 1-17.
Bettencourt, Lance A.(1997), “Customer Voluntary Performance: Customers as Partners in Service Delivery,” Journal of Retailing, 73(3),383-406.
Bhattacharya, C. B.(1998), “When Customers are Members: Customer Retention in Paid Membership Contexts,” Journal of the Academy of Marketing Science, 26,31-44.
Bhattacharya, C. B. and Bolton, Ruth N.(2000),”Relationship Marketing in Mass Markets,” In Sheth Jagdish. N. and Atul Parvatiyar, (Eds.), Handbook of Relationship Marketing (pp.327-354). United kingdom: Sage Pub. Ltd.
Bhattacharya, C. B., Rao, H, and Glynn, M. A.(1995), “Understanding the Bond of Identification: An Investigation of its Correlates Among art Museum Members,” Journal of Marketing, 59(Oct.),46-57.
Bhattacharya, C. B. and Sen, S.(2003), “Consumer-Company Identification: A Framework for Understanding Comsumers’ Relationships with Companies,” Journal of Marketing, 67(2),76-88.
Bitner, Mary J.(1990),”Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,” Journal of Marketing, 54(April),69-82.
Bitner, M. J., B. H. Booms, and M. S. Tetreault(1990), “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing, 54(Jan.),71-84.
Blattberg, Robert C., Gary Getz, and Jacquelyn S. Thomas (2001), Customer Equity: Building and Managing Relationships as Valuable Assets. Boston: Harvard Business School Press.
Bolton Ruth N. (1998),”A Dynamic Model of the Duration of the Customer’s Relationship with a Continuous Service Providers: The Role of Satisfaction,” Marketing Science, 17(1), 45-65.
Bolton, Ruth N. and Katherine N. Lemon(1999), “A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction,” Journal of Marketing Research, 36(2),171-186.
Bolton, Ruth N., P. K. Kannan, and Matthew D. Bramlett(2000),”Implications of Loyalty Programs and Service Experiences for Customer Retention and Value,” Journal of the Academy of Marketing Science, 28(1), 95-108.
Bolton, Ruth N., Katherine N. Lemon and Peter C. Verhoef (2004), “The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research,” Journal of the Academy of Marketing Science, 32(3), 271-292.
Bowen, John and Shoemaker Stowe (1998),”Relationship in the Luxury Hotel Segment: A Strategic Perspective,” Research Report, The Palace Hotel Competition, Center for Hospitality Research, The School of Hotel Administration, Cornell University, Ithaca, NY.
Boyle, B., Dwyer, F. R., Robicheaus, R. A. and Simpson, J. T. (1992), “”Influence Strategies in Marketing Channels: Measures and Use in Different Relationship Structures,” Journal of Marketing Research, 29,462-473.
Brown, Lew G.(1989),”The Strategic and Tactical Implications of Convenience in Consumer Product Marketing,” Journal of Consumer Marketing, 6(Summer),13-19.
Brown, Lew G. (1990),”Convenience in Service Marketing,” Journal of Service Marketing, 4(Winter), 53-59.
Brown, T. J. and Dacin, P. A.(1997), “The Company and the Product: Corporate Associations and Computer Product Responses,” Journal of Marketing, 61(1):68-84.
Byrne, Barbara M.(1998), Structural Equation Modeling with LISREL, PRELIS, and SIMPLIS: Basic Concepts, Applications, and Programming. Mahwah, NJ: Lawrence Erlbaum Associates, Publishers.
Buchanan, Lauranne(1992), “Vertical Trade Relationships: The Role of Depedence and Symmetry in Attaining Organizational Goals,” Journal of Marketing Research, 29(February), 65-75.
Cannie, J. K., and Caplin, D.(1991),Keeping customers for life, Chicago: American Marketing Association.
Carmines, E.G., and Zeller R. A. (1979),Reliability and Validity Assessment, Sage Publications, Newbury Park.
Chang, Kyungro and Packianathan Chelladurai(2003),”System-Based Quality Dimensions in Fitness Services: Development of the Scale of Quality,” The Service Industries Journal, 23(5),65-83.
Chao, Georgia T., Anne O’Leary-Kelly, Samantha Wolf, Howard Klein, and Philip Gardner(1994),”Organizational Socialization: Its Content and Consequences,” Journal of Applied Psychology, 79(5),730-43.
Christopher, M., A. Payne and D. Ballantyne(1991), Relationship Marketing-Bringing Quality, Customer Service and Marketing Together, Butterworth-Heinemann Ltd.
Copulsky, J. R. and M. J. Wolf (1990), “Relationship Marketing: Positioning for the Future,” The Journal of Business Strategy, July-August, 16-20.
Crosby, L. A. and N. Stephens (1987), “Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry,” Journal of Marketing Research, 24(November), 404-411.
Danaher, Peter J. and Roland T. Rust (1996),”Indirect Financial Benefits from Service Quality,” Quality Management Journal,3(2),63-75.
de Ruyter, Ko, Luci Moorman, and Joe Lemmink(2001), “Antecedents of Commitment and Trust in Customer-Supplier Relationships in High Technology Markets,” Industrial Marketing Management, 30, 271-286.
Das, T. K. and B. S. Teng (1998), “Between Trust and Control: Developing Confidence in Partner Cooperation in Alliances,” Academy of Management Review, 23(3),491-512.
Dick, A. S. and Basu, K.(1994),”Customer Loyalty: Toward an Integrated Conceptual Framework,” Journal of the Academy of Marketing Science, 22,99-113.
Doney, P. M. and Cannon, J. P.(1997), “An Examination of the Nature of Trust in Buyer-Seller Relationships,” Journal of Marketing, 61(April),35-51.
Drumwright, M. E.(1996), “Company Advertising with a Social Dimension: The Role of noneconomic Criteria,” Journal of Marketing, 60(4),71-88.
Dukerich, J. M., Golden, B. R., and Shortell, S. M. (2002), “Beauty in the Eye of the Beholder: The Impact of Organizational Identification, Identity, and Image on the Cooperative Behaviors of Physicians,” Administrative Science Quarterly, 47,507-533.
Dutton, Jane E., Dukerich, Janet M.and Harquail, Celia V.(1994),”Organizational Images and Member Identification,” Administrative Science Quarterly, 39, 239-263.
Dutton, Jane E., Dukerich, Janet M.(1991), “Keeping an Eye on the Mirror: The Role of Image and Identity in Organizational Adaptation,” Academy of Management Journal, 34(3), 517-54.
Easton,G.(1992), “Industrial Network: A Review,” In Axelsson and Easton (Eds.) Industrial Network: A New View of Reality, New York: Routledge.
Einhorn, Michael A.(1994), “Optimal Nonuniform Pricing with Generalized Consumer Choice,” Journal of Industrial Economics, 42(March),105-12.
Ferguson, Jeffery M. and Brown, Stephen W.(1991), “Relationship Marketing and Association Management,” Journal of Professional Service Marketing, 7(2), 137-147.
File,K. M.,Mack, J. L. and Prince R. A.(1995),”The Effect of Interative Marketing on Commercial Customer Satisfaction in International Financial Markets,” Journal of Business and Industrial Marketing, 10(2),69-75.
Fornell, C.(1992),“A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, 56(Jan.),6-21.
Frankfort-Nachmias, C. and D. Nachmias(1992), Research Method in the Social Sience, 4th ed., St. Martins Press, New Yori.
Fulk, J. and Boyd, B.(1991),”Emerging Theories of Communication in Organization,” Journal of Management, 17,407-466.
Fullerton Gordon(2003),”When Does Commitment Lead to Loyalty?”,Journal of Service Research, 5(4), 333-344.
Ganesan, S. (1994), “Determinants of Long-Term Orientation in Buyer-Seller Relationships,” Journal of Marketing, 59,1-19.
Garbarino, Ellen and Mark S. Johnson(1999),”The Different Roles of Satisfaction, Trust and Commitment for Relational and Transactional Consumers,” Journal of Marketing, 63(April),70-87.
Geyskens, Inge., Jan-Benedict, E. M. Steenkamp, and Nirmalya Kumar(1998),”Generalizations About Trust in Marketing Channel Relationships Using Meta-Analysis,” International Journal of Research in Marketing, 15(3), 223-248.
Geyskens, Inge., Jan-Benedict, E. M. Steenkamp, Lisa K. Scheer and Nirmalya Kumar(1996),”The Effects of Trust and Interdependence on Relatoinship Commitment: A Trans-Atlantic Study,” International Journal of Research in Marketing, 13(4), 303-317.
Gilliland, David I. and Daniel C. Bello(2002), “Two Studies to Attitudinal Commitment: The Effect of Calculative and Loyalty Commitment on Enforcement Mechanisms in Distribution Channels,” Journal of the Academy of Marketing Science, 30(1), 24-43.
Goldman, M.B., H. E. Leland and D.S. Sibley(1984), “Optimal Nonuniform Prices,” Review of Economic Studies, 51(April), 305-19.
Gourville, John and Soman Dilip (2002), “Pricing and the Psychology of Consumption”, Harvard Business Review, September, 91-96.
Griffin, J.(1995), Customer Loyalty, Simmon and Schuster Inc.
Green, Paul E., Donald S. Tull, and Gerald Albaum(1988), Research for Marketing Decisions, 5th ed. Englewood Cliffs, CA: Prentice-Hall, Inc.
Gronholdt,L, Martensen, A. and Kristensen, K.(2000),” The relationship between customer satisfaction and loyalty: Cross-industry differences,” Total Quality Management, 11, 4-6.
Grönroos, C.(1989), “Defining Markeitng: An Market-Oriented Approach,” European Journal of Marketing, 23(1), 52-60.
Grönroos, C.(1994),“From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing,” Management Decision, 32(2), 4-20.
Grove, Stephen J. and Raymond P. Fisk(1997), “The Impact of Other Customers on Service Experiences: A Critical Incident Examination of Getting Along,” Journal of Retailing, 73(Spring),63-86.
Gruen, Thomas W.(1994),”Using Membership as a Marketing Tool: Issues and Applications,” In Sheth Jagdish N. and Atul Parvatiyar,(Eds.), Relationship marketing: Theory, methods and applications,1-10. Atlanta, GA: Emory University, Center for Relationship Marketing.
Gruen Thomas W.(1995),”The Outcomes of Relationship Marketing in Consumer Markets,” International Business Review, 4,447-469.
Gruen, Thomas W.(2000), “Membership Customers and Relationship Marketing.” In Sheth Jagdish. N. and Atul Parvatiyar, (Eds.), Handbook of Relationship Marketing (pp.355-380). United kingdom: Sage Pub. Ltd.
Gruen, Thomas W, and J. Ferguson (1994), “Using membership as a marketing tools: Issues and applications.” In Sheth Jagdish N. and Atul Parvatiyar,(Eds.), Relationship marketing: Theory, methods and applications,1-10. Atlanta, GA: Emory University, Center for Relationship Marketing.
Gruen, Thomas W, Summers, John O. and Acito Frank(2000),”Relationship Marketing Activies, Commitment, and Membership Behaviors in Professional Associations,” Journal of Marketing, 64(July),34-49.
Gundlach, Grefory and Ernest R. Cadotte(1994),”Exchange Interdependence and Interfirm Interaction: Research in a Simulated Channel Setting,” Journal of Marketing Research, 29(November),516-32.
Gundlach, G. T., Achrol, R. S. and Mentzer, J. T.(1995), “The Structure of Commitment in Exchange,” Journal of marketing, 59(1):78-92.
Gwinner, K. P.,Gremler, D. D., and Bitner, M. J.(1998), “ Relational Benefits in Services Industries: The Customer’s Perspective,”. Journal of the Academy of Marketing Science, 26(2),101-114.
Hackett, Rick D., Peter Bycio, and Peter Hausdorf(1994), “Further Assessments of Meyer and Allen’s(1991) Three-Component Model of Organizational Commitment,” Journal of Applied Psychology, 79(1),15-23.
Hair, Joseph F. Rolph E. Anderson, Ronald L. Tatham, and William C. Black(1995), Multivariate Data Analysis with Readings, 4th ed. Englewood Cliffs, NJ:Prentice-Hall, Inc.
Harrison-Walker L. Jean (2002), “Examination of the Factorial Structure Service Quality: A Multi-Firm Analysis,” The Service Industrial Journal, 22(2), 59-72.
Hayduk, L. A. (1987), Structural Equation Modeling with LISREL: Essentials and Advances, Baltimore, MD: John Hopkins University Press.
Hennig-Thurau, Thorsten, Markus F. Langer, and Ursula Hansen(2002) “Modeling and Managing Student Loyalty: An Approach Based on the Concept of Relationship Quality,” Journal of Service Research, 3(4),331-344.
Hoffman, D. L. and Novak, T. M. (1996), “Marketing in Hypermedia Computer Mediated Environments: Conceptual Foundations,” Journal of Marketing, 60(3),50-68.
Houston, Franklin S. and Gassenheimer, Jule B.(1987), “Marketing and Exchange,” Journal of Marketing, 51(4), 3-18.
Howat,G., Murray, D. and Crilley, G.(1999), “The Relationships between Service Quality, Values, Satisfaction and Future Intention,”
Jackson, B. B.(1985),Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships. Lexington, MA: D. C. Heath.
Jones, T. O. and Sasser , W. E. (1995),“Why Satisfied Customer Defect,” Harvard Business Review, Nov./Dec.,88-99.
Joreskog, K. G. and D. Sorbom (1996), LISREL 8: User''s Reference Guide, Chicago, IL: Scientific Software International, Inc.
Kamakura, W. A., Ramaswami,S.N., and Srivastava, R. K.(1991),“Applying Latent Trait Analysis in the Evaluation of Prospects for Cross-Selling of Financial Services,” International Journal of Research in Marketing, 8, 329-349.
Kamakura,W.A., Wedel, M. deRosa, F. and Mazzon, J. A.(2003),”Cross-Selling Through Database Marketing: A Mixed Data Factor Analysis for Data Augmentation and Prediction,” International Journal of Research in Marketing, 20, 45-65.
Keaveney, Susan M.(1995), “Customer Switching Behavior in Service Industries: An Exploratory Study,” , Journal of Marketing, 59 (April), 71-82.
Kelly, Scott W., James Donnelly Jr., and Steven Skinner(1990), “Customer Participation in Service Production and Delivery,” Journal of Retailing, 66(Fall),315-335.
Kelly, Scott W., Steven Skinner, and James Donnelly Jr.,(1992), “Organizational Socialization of Service Customers,” Journal of Business Research, 25(November), 197-214.
Konovsky, M. A. and R. Cropanzano (1991), “Perceived Fairness of Employee Drug Testing as a Predictor of Employee Attitudes and Job Performance,” Journal of Applied Psychology, 76,689-707.
Kumar, Nirmalya, Lisa K. Scheer, and E. M. Jan-Benedict Steenkamp(1994),”The Effects of Interdependence on Relationship Quality in Marketing Channels,” ISBM Working Paper No.2 Institute for the Study of Business Markets, Pennsylvania State University.
Kumar, Nirmalya, Lisa K. Scheer, and E. M. Jan-Benedict Steenkamp(1995), “The Effects of Perceived Interdependence on Dealer Attitudes,” Journal of Marketing Research, 32(August), 348-356.
Kumar, Nirmalya, Lisa K. Scheer, and E. M. Jan-Benedict Steenkamp(1998), “Interdependence Punitive Capability, and Reciprocation of Punitive Actions in Channel Relationships,” Journal of Marketing Research, 35(May), 225-235.
Lemon Katherine N. White Tiffany B. and Winer Russell S.(2002), “Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision,” Journal of Marketing, 66(January), 1-14.
Liljander, V. and Strandvik, T.(1995),”The Nature of Customer Relationships in Service,” In Swartz, T. A., Bowen, D. E. and Brown, S. W.(Eds.), Advances in Service Marketing and Management, 4, Greenwich, CT: JAI Press, 141-167.
Lovelock Christopher, H. and Lauren K. Wright(2002), Principles of Service Marketing and Management, 2th , Pearson Education Inc., New Jersey.
Lovelock, Christopher, H.(1983), “Classifying Service to Gain Strategic Marketing Insights,” Journal of Marketing, 47(summer), 9-20.
Luthan, Fred(1998), Organizational Behavior, 8th ed., McGraw-Hill Companies, Inc.
Mackenzie, Scott, B., Philip M. Podsakoff, and Richard Fetter(1993), “The Impact of Organizational Citizenship Behavior on Evaluations of Salesperson Performance,” Journal of Marketing, 57(January), 70-80.
Mael, F. and Ashforth, B. E.(1992), “Alumni and Their Alma Mater: A Partical Test of Reformulated Model of Organizational Identification,” Journal of Organizational Behavior, 13,103-123.
Martin, C. L. and Clark, T. (1996), “Networks of Customer-to-Customer Relationships in Marketing,” In D. Iacobucci(Eds.), Networks in Marketing. Thousand Oaks, CA: Sage.
Mathieu, John E. and Dennis M. Zajac(1990), “A Review and Meta-Analysis of the Antecedents, Correlations, and Consequences of Organizational Commitment,” Psychological Bulletin, 108(2),171-94.
McCall, G. J. (1970), “The Social Organization of Relationships,” In G. J. McCall et al. (Eds.), Social Relationships, 3-34. Chicago, IL: Aldine Publishing Company.
McKenna, R.(1995),”Real Time Marketing,” Harvard Business Review, 73(6),87-96.
Meyer, John P. and Catherine A. Smith (2000), “HRM Practices and Organizational Commitment: Test of a Mediation Model,” Canadian Journal of Administrative Sciences, 17(4), 319-331.
Meyer, John P., David J. Stanley, Lynne Herscovitch and Laryssa Topolnytsky(2002), “Affective, Continuance, and Normative Commitment to the Organization: A Meta-Analysis of Antecedents, Correlates, and Consequences,” Journal of Vocational Behavior, 61(1), 20-52.
Mittal, Vikas and Wagner A. Kamakura(2001), “Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigation the Moderating Effect of Customer Characteristics,” Journal of Marketing Research, 38(February), 131-42.
Mohr, J. and Nevin, J. R.(1990), “Communication Strategies in Marketing Channels: A Theoretical Perspective,” Journal of Marketing, 54(4),36-51.
Moorman, Christine, Gerald Zaltman and Rohit Desphande(1992), “Relationships Between Providers and Users of Marketing Research: The Dynamics of Trust Within and Between Organizations,” Journal of Marketing Research, 29(3), 314-329.
Moorman, C., G. Zaltman and R. Desphande(1992), ”Factors Affecting Trust in Market Relationships,” Journal of Marketing, 57(January),81-101.
Morgan, R. M. and S. D. Hunt(1994), “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, 58(July),20-38.
Niehoff, Brian P. and Robert H. Moorman(1993), “Justice as a Meditator of the Relationship between Methods of Monitoring and Organizational Citizenship Behavior,” Academy of of Management Journal, 36(3), 527-56.
Netemeyer, Richard G., James S. Boles, Daryl O. McKee, and Robert McMurrian(1997), “An Investigation Into the Antecedents of Organizational Citizenship Behaviors in a Personal Selling Context,” Journal of Marketing, 61(July), 85-98.
Noordewier, T. G., G. John, and J. R. Nevin (1990), “Performance Outcomes of Purchasing Arrangements in Industrial Buyer-Vendor Relationships,” Journal of Marketing, 54(October), 80-93.
Nunally, J. (1978). Psychometric Theory, 2nd ed. New York: McGraw-Hill.
Odekerken-Schroder, Gaby(1999), The Role of the Buyer in Affecting Buyer-Seller Relationships: Empirical Studies in a Retail Context, Doctoral Dissertation, University of Masstricht.
Oliver R. L.(1997), Satisfaction: A Behavior Perspective on the Consumer. New York: McGraw-Hill.
O’Reilly, C. III, and Chatman, J.(1986),”Organizational Commitment and Psychological Attachment: The Effects of Compliance, Identification, and Internalization on Prosocial Behavior,” Journal of Applied Psychology, 71,492-499.
Organ, Dennis W.(1988), Organizational Citizenship Behavior: The Good Soldier Syndrome. Lexington, MA: Lexington Books.
Organ Dennis W. and Mary A. Konovsky (1989), “Cognitive Versus Affective Determinants of Organizational Citizenship Behavior,” Journal of Applied Psychology, 74(1), 157-64.
Parvatiyar, Atul and Jagdish N. Sheth(2000), “The Domain and Conceptual Foundations of Relationship Marketing,” In Sheth Jagdish. N. and Atul Parvatiyar, (Eds.), Handbook of Relationship Marketing,3-38. United kingdom: Sage Pub. Ltd.
Peterson R. A.(1995), “Relationship Marketing and the Consumer,” Journal of the Academy of Marketing Science, 23,278-281.
Podsakoff, Philip M. and Scott B. MacKenzie(1994), “Organizational Citizenship Behaviors and Sales Unit Effectiveness,” Journal of Marketing Association, 31(August), 351-63.
Pratt, Michael G.(1998), “To Be or Not to Be? Central Questions in Organizational Identification.” In Identity in Organizations: Building Theory Through Conversations, D. A. Whetten and P. C. Godfrey (Eds.), Thousand Oaks, CA:Sage, 171-207.
Prus, A. and Brandt , D. R.(1995), “Understanding Your Customers,” Marketing Tools, Jul.-Aug., 10-14.
Ram, S. and H. S. Jung (1991), “How Product Usage Influences Customer Satisfaction,” Marketing Letters, 2(4),403-11.
Rapp, Stan and Collins, Tom(1990), The Great Marketing Turnaround, Prentice-Hall, Englewood Cliffs, NJ.
Reid, P. C.(1989), Well Made in America: Lesson From Harley-Davidson on Being the Best, New York: McGraw-Hill.
Reichheld, F.F. (1996), The Loyalty Effect-The Hidden Force behind Growth, Profits and Lasting Value. Harvard Business School Press, Boston:MA.
Reichheld, F. F. and W. E. Sasser Jr.(1990),”Zero Defections: Quality Comes to Services,” Harvard Business Review, Sep.-Oct.,105-111.
Rose, S.(1990), “The Coming Revolution in Credit Cards,” Journal of Retailing Banking, 12(Summer),17-19.
Rosenberg, Larry J. and Czepiel John A. (1984), “A Markting Approach for Customer Retention,” The Joural of Consumer Marketing, 1(2), 45-57.
Rooter, J. B. (1967), “A New Scale for the Measurement of Interpersonal Trust,” Journal of Personality, 35(4), 651-665.
Scott, S. G. and Lane, V. R. (2000), “A Stakeholder Approach to Organizational Identity,” Academy of Management Review, 25,43-62.
Scott, C. R., S. R. Corman, and G. Cheney(1998),”Development of Structuration Model of Identification in the Organization,” Communication Theory, 8,298-336.
Sen, S. and Bhattacharya, C. B.(2001), “Does doing Good Always Lead to Doing Better: Consumer Relations to Corporate Social Responsibility,” Journal of Marketing Research, 38,225-244.
Shani, David and Sujana Chalasani(1992), “Exploiting Niches Using Relationship Marketing,” Journal of Consumer Marketing, 9(3),33-42.
Sheth, Jagdish N. and Atul Parvatiyar (1995), “Relationship Marketing in Consumer Markets: Antecedents and Consequences.” Journal of the Academy of Marketing Science, 23(4), 255-271.
Sirohi, N., McLaughlin, E. W. and Wittink, D.R.(1998), ”A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer,” Journal of Retailing, 74(2), 223-245.
Spreng, Richard A., MacKenzie Scott B., and Olshavsky Richard W.(1996), “A Reexamination of the Determinants of Customer Satisfaction”, Journal of Marketing, 60(July), 15-32.
Sproull,L. and Kiesler, S.(1991), Connections: New Ways of Working in the Networked Organization, Cambridge, MA:MIT.
Stern, Louis W., Adel I. El-Ansary, and Anne T. Coughlan(1996), Marketing Channels, 5th ed. Upper Saddle River, NJ: Prentice Hall.
Stratigos A.(1999),”Measuring End-User Loyalty Matters,” Onlinemag, Nov.-Dec.,74.
Stum, D. L. and Thiry, A.(1991),“Building Customer Loyalty,” Training and Development Journal, April, 34-36.
Szymanski, David M. and David H. Henard (2001),“Customer Satisfaction: A Meta-Analysis of the Empirical Evidence,” Journal of the Academy of Marketing Science, 29(1),16-35.
Swan, John E. and Richard L. Oliver(1989), “Postpurchase Communication by Consumers,” Journal of Retailing, 65(Winter),516-533.
Tajfel, H. and Turner, J.(1986), “The Social Identity Theory of Intergroup Behavior.” In S. Worehel and W. Austin(Eds.), Psychology of Intergroup Relations(7-24). Chicago:Nelson-Hall.
Taylor, Shirley and Peter Todd (1994), “Understanding Information Technology Usage: A Test of Competing Models,” Working Paper, School of Business, Queen’s University.
Turner, J. C.(1982), Toward a Cognitive Redefinition of the Social Group, In H. Tajfel (Eds.), Social Identity and Intergroup Behavior(15-40). Cambridge, England: Cambridge University Press.
von Hippel, E. A.(1988),The Sources of Innovation, New York: Oxford University Press.
Westbrook, R. A. (1981), “Sources of Consumer Satisfaction with Retail Outlets,” Journal of Retailing, 57(3), 68-85.
Wetzels, Martin, Ko de Ruyter, and Marcel van Birgelen(1998), “Marketing Service Relationships: The Role of Commitment,” Journal of Business and Industrial Marketing, 13(4/5), 406-423.
Wiener, Yoash(1982), “Commitment in Organization: A Normative View,” Academy of Management Review, 7(3),418-428.
Wilson, David.T.(1995),”An integrated model of buyer-seller relationships,” Journal of the Academy of Marketing Science, 23(4), 335-345.
Winer, R. S., Deighton, J. Gupta, S. Johnson, E. J., Mellers, B. Morwitz, V. G., O’Guinn T., Rangaswamy, A. and Sawyer, A. G.(1996), “Choice in Computer-Mediated Environments,”(Working Paper), Berkeley: University of California.
Wilson, D. T. and Mummalaneni, V.(1986), “Bonding and Commitment in Supplier Relationships: A Preliminary Conceptualization,” Industrial Marketing and Purchasing, 1(3),44-58.
Wulf, D. E., Odekerken-Schroder, G., and Iacobucci, D.(2001), “Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration,” Journal of Marketing, 65(Oct.),33-50.
Zeithaml, V. A., L. L. Berry, and A. Parasuraman(1996),”The Behavioral Consequences of Service Quality,” Journal of Marketing, 60(April),31-46.
Zeithaml Valarie A. and Bitner, Mary J.(2000), Service Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill Inc.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
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：259（臺灣：237，外國：22） ／ 本年度總使用人次：2393369 ／ 訪客人次（自102年09月）：68199091
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