|
參考文獻 ㄧ、中文部份 王本正、方一定(民91)。以企業導入ERP之關鍵成功因素探討流程改造管理。中華民國資訊學會通訊,第五卷,第一期,頁99-116。 石滋宜(民82)。橫掃世界的趨勢-看顧客滿意度。世界經濟文摘,85期。 沈進成、張延蓉(民91)。工作滿足與顧客導向服務關係之研究-以主題遊樂園為例。旅遊管理研究,第二期,頁79-97。 林陽助 (民85)。顧客滿意度決定模型與效果之研究-台灣自用小客車之實證。國立台灣大學,商學研究所博士論文,未出版,台北市。 林陽助、葉華容(民82)。顧客關係、服務品質流程、服務品質與顧客忠誠度之互動性研究-以網路購物為例。東吳經濟商學學報,第四十期,頁41-71。 林豐瑞、謝佳珍(民96)。農會生鮮超市消費者消費行為意圖影響因素之研究。第二屆管理與決策學術研討會,頁227-240。 林水波(民88)。公共政策新論。台北市:智勝文化事業有限公司。 林世銘(民89)。企業捐贈行為之決定因素。行政院國家科學委員會專題研究計畫成果報告,國立台灣大學會計學系。 吳萬益、林文寶(民90)。不同規模企業在經營環境、組織運作、企業變革策略與績效關係之研究。交大管理學報,第二十一卷第一期,頁49-80。 吳宗祐、鄭伯壎(民85) 。工作投入-調節他人情緒能力與情緒勞動之交互作用對情緒耗竭的預測效果。中華心理學刊,第四十八卷第一期,頁69-87。 吳明隆(民85)。SPSS 統計應用學習實務。台北市:知誠出版社。 吳明隆、涂金堂(民96)。SPSS與統計應用分析。台北市:五南圖書出版公司。 許士軍(民66)。工作滿足、個人特徵與組織氣候─文獻探討與實證研究。政治大學學報,第三十五期,頁13-56。 曾光華(民95)。行銷管理:理論解析與實務應用。台北市:前程文化事業有限公司。 陳建文、洪嘉蓉(民94)。服務品質、顧客滿意度與忠誠度關係之研究─以ISP為例。電子商務研究,第三卷第二期,頁153- 172。 張百清(民85)。CIS導入行銷 效果加倍。人力培訓專刊,第五期,頁30-40。 持本志行著、陳鍾文譯(民84)。顧客滿意戰略與應用。台北市:超越企管顧問股份有限公司。 二、英文部份 Aaker, D. A., and Jacobson, R. (1994). The Financial Information Content of Perceived Quality. Journal of Marketing Research, 31(2), pp.191-201. Aiken, L. S., and West, S. G. (1991). Multiple Regression: Testing and Interpreting Interactions Sage Publications Inc. Amato, L., and Wilder, R. P. (1995). Alternative Profitability Measures and Tests of the Structure-Performance Relationship. Review of Industrial Organization, 10(1), pp.21-31. Arnould, Linda Price, George M Zinkhan (2001).Consumers: McGraw-Hill Publishing Co,TX, USA Anderson, E. W. (1994). Claes Fornell, and Donald R. Lehmann (1994),“Customer Satisfaction, Market Share, and Profitability: Findings from Sweden,”. Journal of Marketing, 58, pp.53-66. Anderson, E. W., Fornell, C., and Mazvancheryl, S. K. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing, 68(4), pp.172-185. Arthur Andersen and Co. (1994), Customer Satisfaction Strategies and Tactics, Arthur Andersen & Co., Chicago, IL, . Bain, J. S. (1956). Barriers to new competition Harvard Univ. Press Cambridge, Mass. Bajtelsmit, V. L., and Bouzouita, R. (1998). Market Structure and Performance in Private Passenger Automobile Insurance. Journal of Risk and Insurance, 65(3), pp.503-514. Baltagi, B. H., Egger, P., and Pfaffermayr, M. (2001). A generalized design for bilateral trade flow models. Economics Letters, 80(3), pp.391-397. Baltagi, Badi H., Econometric Analysis of Panel Data. (New York: John Wiley & Sons, 2nd edition, 2001), pp. 11-20. Banker, R., Potter, F., & Srivnasan, D. (2000). An Empirical Investigation of an Incentive Plan that Includes Nonfinancial Performance Measures. The Accounting Review, 75(1),pp.65-92. Berner, Robert (2005), “Smarter Corporate Giving,” Business-Week, (November 28), pp. 68–76. Berens, Guido, Cees B.M. van Riel, and Gerrit H. van Bruggen(2005), “Corporate Associations and Consumer Product Responses: The Moderating Role of Corporate Brand Dominance,”Journal of Marketing, 69 (July), pp.35–18. Bolton, R. N., Kannan, P., and Bramlett, M. D. (2000). Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value. Journal of the Academy of Marketing Science, 28(1),pp. 95. Breusch, T. S., and Pagan, A. R. (1980). The Lagrange Multiplier Test and its Applications to Model Specification in Econometrics. Review of Economic Studies, 47(1), pp.239-253. Bukh, P., Larsen, H., and Mouritsen, J. (2001). Constructing Intellectual Capital Statements. Scandinavian Journal of Management, 17(1), pp.87-108. Cardozo,(1965),An Experimental Study of Customer Effort, Expectation and Satisfaction, Journal of Marketing Research ,2,pp.244-249 Caves, R. E., and Uekusa, M. (1976). Industrial Organization in Japan Brookings Institution Washington, D. C. Chauvin, K., and M. Hirschey.Goodwill(1994),Profitability,and the Market Value of the Firm, Journal of Accounting and Public Policy 13,pp.159-180. Chauvin, K. W., and Hirschey, M. (1997). Market Structure and the Value of Growth. Managerial and Decision Economics, 18(3), pp.247-254. Chen, M. J., Su, K. H., and Tsai, W. (2007). Competitive Tension: The Awareness-Motivation-Capability Perspective. The Academy of Management Journal (AMJ), 50(1), pp.101-118. Churchill, G. A., and Surprenant, C. (1982). An investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), pp.491-504. Crosby, L. A., Evans, K. R., and Cowles, D. (1990). Relationship Quality in Services Selling: An Interpersonal Influence Perspective. Journal of Marketing, 54(3), pp.68-81. Czepiel, J. A., and Rosenberg, L. J. (1974). Consumer Satisfaction: Concept and Measurement. Journal of the Academy of Marketing Science, 5(4), 403-411. Damanpour, Fariborz. (1991), “Organizational Innovation: A Meta Analysis of Effects of Determinants and Moderators,” Academy of Management Journal, 34(3), pp.555-590. Day,Ralph L. (1984). Modeling Choices Among Alternative Response to Dissatisfaction. In Thomas C. Kinnear (ed). Advance in Consumer Research 11, Ann Arbor, MI: Association for Consumer Research, pp.460. Drucker, P.F.(1985), Innovation and Entrepreneurship, New York:Harper Row. Drucker, P.F.(1993), Post Capitalist Society, Oxford, U K: Butterworth Heinemann. Dyer, L. & Reeves, T. (1995),Human Resource Strategies and Firm Performance: what do we know and where do we need to go? The International Journal of Human Resource Management, 6(3), pp. 656-670. Edvardsson, B., Johnson, M., Gustafsson, A., & Strandvik, T. (2000). The Effects of Satisfaction and loyalty on Profits and Growth: Products Versus Services. Total Quality Management, 11(7):pp.917-927. Edvinsson, L., and Malone, M. S. (1997). Intellectual Capital Harper Business New York. Egan (2001).The Skilled Helper 7th edition,Wadsworth Pub Co;USA Engel James, F., Miniard Paul, W., Kanuk, L. L., and Blackwell Roger, D. (1986). Consumer behavior Chicago: The dryden press. Engel, James F., Blackwell, Roger D. and Miniard, Paul W.(1993). Consumer Behavior. 7th ed., Harcount Broce Joranovich College Publishers, The Dryden Press. Fitzsimmons, J.A., and Fitzsimmons, J.A.(1998). Service Management: Operations,Strategy and Information Technology. 2nd ed., Irwin/McGraw-Hill. Fornell, Claes, (1992). A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, pp.6-21. Foster, G. and M. Gupta.(1997).The Customer Profitability Implications of Customer Satisfaction.Working Paper,Stanford University and Washington University. Frederick Reichheld’s & W. Earl Sasser Jr.’s (1990), Harvard Business Review article. Garza-Gomez Xavier, Jiro Hodoshima, and Michio Kunimura (1998) .Does Size Really Matter in Japan Financial Analyst Journal,1998,11/12,pp.22-34. Gattiker, U. E. (1990).Technology Management in Organization, Sage,CA. George T. Mikovich & John W. Boudreau (1991). Human Resource Management, pp.408. Getzels, J. W., Lipham, J. M., and Campbell, R. F. (1968). Educational Administration as a Social Process: Theory, Research, Practice. Getzels, J., Lipham, J., and Campbell, R. (1968). Managing Individual Group Behavior in Organizations. Gilbert R.A, (1984). Studies of Bank Market Structure and Competition: A review and evaluation,Journal of Money, Credit and Banking 16, pp. 617- 645. Grant, (1990). Human Arylamine & Acetyltransferase Genes: Isolation, Chromosomal Localization, and Functional ExpreGsion. DNA Cell Biol 9(3), pp.193-203. Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The Relationship between Customer Satisfaction and Loyalty: Cross-Industry differences. Total Quality Management, 11(4),pp.509-514. Gruca, Thomas S. and Lopo L. Rego (2005), “Customer Satisfaction,Cash Flow, and Shareholder Value,” Journal of Marketing, 69 (July),pp. 115–30. Habib, M. M., and Victor, B. (1991). Strategy, Structure, and Performance of US Manufacturing and Service MNCs: a Comparative Analysis. Strategic Management Journal, 12(8), pp.589-606. Hahn, J., and Hausman, J. (1978). Weak Instruments: Diagnosis and Cures in Empirical Econometrics. American Economic Review, 93(2), pp.118-125. Hair Jr, J. F., Anderson, R. E., Tatham, R. L., and Black, W. C. (1995). Multivariate Data Analysis: with Readings Prentice-Hall, Inc. Upper Saddle River, NJ, USA. Hall, M., and Weiss, L. (1967). Review of Economics and Statistics. Hausman, J.A., (1978). Specification Tests in Econometrics, Econometrics, 46, pp.1251-1271 Heskett, J., Jones, T., Loveman, G., Sasser, W, Jr., & Schlesinger, L. (1994). Putting the Service-profit Chain to Work. Harvard Business Review, (March-April),pp.167-174. Hirschey, M., and J. Weygandt. (1985).Amortization Policy for Advertising and Research and Development Expenditures, Journal of Accounting Research,pp.326-335. Howard, J. A., and Sheth, J. N. (1969). The Theory of Buyer Behavior. New York:John Wiley & Sons. Hutcheson, G. D., and Moutinho, L. (1998). Measuring Preferred Store Satisfaction Using Consumer Choice Criteria as a Mediating Factor. Journal of Marketing Management, 14(7), pp.705-720. Ittner, C. D., and Larcker, D. F. (1996). Measuring the Impact of Quality Initiatives on Firm Financial Performance. Advances in the Management of Organizational Quality, 1(1),pp.1-37. Ittner, C., & Larcker, D. (1998). Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction. Journal of Accounting Research, 36 (Supplement),pp.1-35. Jacobson, R. and Aaker, D.A. (1987).The Strategic Role of Product Quality, Journal of Marketing, Vol.51, October , pp.31-44. Jaworski, B. J., and Kohli, A. K. (1990). Market Orientation: Antecedents and Consequences. Journal of Marketing, 57(3), .pp.53-70. Kalton, G., Kasprzyk, D., and McMillen, D. (1989),“Nonsampling Errors in Panel Surveys,” in D. Kasprzyk, G. J. Duncan, G. Kalton and M. P. Singh, eds., John Wiley Co., New York,pp.249-270. Kaplan, R. S., and David, P. (1992). Norton (1992),The Balanced Scorecard: Measures That Drive Performance. Harvard Business Review , (January-February),pp.71-79. Kaplan, R. S., and Norton, D. P. (1996). Using the Balanced Scorecard as a Strategic Management System. Harvard Business Review, 74(1), pp.75-85. Keats, B. W., and Hitt, M. A. (1988). A Causal Model of Linkages among Environmental Dimensions, Macro Organizational Characteristics, and Performance. Academy of Management Journal, 31(3), pp.570-598. Keiningham, T., Zahorik, A. J., and Rust, R. T. (1995), Getting Return on Quality, Journal of Retail Banking Services, Vol. XVI, No.4, pp.7-12. Koys, D. (2001). The Effects of Employee Satisfaction, Organizational Citizenship Behavior, and Turnover on Organizational Effectiveness: A unit-level, longitudinal study. Personal Psychology, (54),pp.101-114. Kotler Philip (2003),“Marketing Management” eleven edition by Prentice Hall International ,Inc. Kolter P. (1991). Marketing Management, Analysis, Planning, Implement and Control( 7th ed. ).Englewood Cliffs ,CA: Prentice-Hall. Kreitner, R., & Kinicki, A. (1995). Organizational Behavior (3rd ed.). IRWIN. Latour, S. A., and Nancy, C. Peat (1988).Conceptual and Methodological Issue in Consumer Satisfaction Research,. Advances in Consumer Research. Lance, A. B. and Stephen, W. B. (1997).Contact Employees: Relationships among Workplace Fairness,Job Satisfaction and Prosocial Service Behaviors, Journal of Retailing, Vol. 73, No. 1, pp.39-61. Lichtenstein, Donald R., Minette E. Drumwright, and Bridgette M. Braig (2004), “The Effect of Corporate Social Responsibility on Customer Donations to Corporate-Supported Nonprofits,”Journal of Marketing, 68 (October), pp.16–32. Maruyama,(1998).A revision of the genus Sepedophilus Gistel (Coleoptera, Staphylinidae, Tachyporinae) from Japan: species group of S. pedicularius. Japanese, Journal of Systematic Entomology, 4(1): pp.51-75 Matzler(2003).Tourism Management;Behaviour and Strategy.CABI Michael W. Drake & Stan Kossen (1998), The Human Side of Organizations th ed., Addison Wesley, pp.398-403. Mikovich & Boudreau (1991).Training in Work Organizations , Pentice Hall Inc Editions. Montgomery, C. A., and B. Wernerfelt, (1988). Diversification, Ricardian Rents, and Tobin’s q, Rand Journal of Economics 19, PP.623-632. Mundlak,,(1978). On the Pooling of Time Series and Cross Section Data, Econometrica, Econometric Society, vol. 46(1), pp. 69-85, January. . Nagar, V. (1999). An Economic Model of the Information Content of Non-Financial Measures: Evidence from the retail banking industry. Working paper. University of Michigan. Narayandas, D. (1998). Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior. Journal of Marketing Research, 38(3), PP.281-297. Neumann, M., Bobel, I., and Haid, A. (1979). Profitability, Risk and Market Structure in West German Industries. Journal of Industrial Economics, 27(3), PP.227-242. Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing, 57(4), PP.25-48. Peterson, Robert A. and Willian R. Wilson (1992).Measuring Customer Satisfaction: Fact and Artifact, Journal of the Academy of Marketing Science, 20(1), PP.61-71. Pfaff, (1977). The Conceptualization of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, Cambridge, UK. Porter, M. E. (1976). Interbrand Choice, Media Mix and Market Performance. American Economic Review, 66(2), PP.398-406. Parasuraman, A., Zeithaml, V. A., and Berry, L. L., A.(1985). Conceptual Model of Service Quality Its Implication for Future Research, Journal of Marketing, Vol. 49, No. 3, pp. 41-50. Parasuraman, A., Valarie A. Zeithaml & Leonard L. Berry (1985). A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing,49(Fall).PP.48-49. Parasuraman,A., Valarie A. Zeithaml & Leonard L. Berry (1988), Communication and Control Press in the Delivery of Service Quality, Journal of Marketing, 52(April).PP. 35-48. Parasuraman, A., Valarie A. Zeithaml & Leonard L. Berry.(1996), The Behavioral Consequences of Service Quality, Journal of Marketing, 60(April).PP.31-46. Rao, Vithala, Manoj K. Agarwal, and Denise Dahlhoff (2004),“How Is Manifest Branding Strategy Related to the Intangible Value of a Corporation?” Journal of Marketing, 68 (October),pp.126–41. Rappaport, A. (1986). Creating Shareholder Value: the New Standard for Business Performance,Texas:Free Press. Ravald, A., and Gronroos, C. (1996). The Value Concept and Relationship Marketing. European Journal of Marketing, 30(2), PP.19-30. Rensi, E. D. (1991), Text Book of Taiwan McDonalds,Taiwan: McDonalds. Roberts, Peter and Grahame Dowling (2002), “Corporate Reputation and Sustained Superior Financial Performance,” Strategic Management Journal, 23 (2), PP.1077–1093. Ruekert, R. W., and Churchill, G. A. (1984). Reliability and Validity of Alternative Measures of Channel Member Satisfaction. Journal of Marketing Research, 21(2), PP.226-233. Rust, R. T., Moorman, C., and Dickson, P. R. (2002). Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both? Journal of Marketing, 66(4), PP.7-24. Sasser (1995). Why Satisfied Customer Defect, Harvard Business Review, PP.88-99. Schartizer, D., & Kollarits, C. (2000). Satisfied Customers: Profitable Customer Relationships: Pharmaceutical Marketing: How Pharmaceutical Sales Representatives can Achieve Economic Success through Relationship Management with Settled General Practitioners-an Empirical Study. Total Quality Management, 11(7):PP.955-965. Selnes, F. (1993). Antecedents and Consequences of Trust and Satisfaction in Buyer-seller Relationships. European Journal of Marketing, 32(3), PP.305-322. Shefrin, H., and Statman, M. (1995). Behavioral Portfolio Theory. Journal of Financial and Quantitative Analysis, 35(2), PP.127-151. Shefrin, H. and Statman, M., (1994), Behavioral Capital Asset Pricing Theory, Journal of Financial and Quantitative Analysis, Vol.29, No.3, PP.323-349 Sheth, J. N., and Sisodia, R. S. (1999). Revisiting Marketing''s Lawlike Generalizations. Journal of the Academy of Marketing Science, 27(1), PP.71. Singh, M. P. Group ability and structure. (1990). Decentralized AI-2, Proceedings of the Second European Workshop on Modelling Autonomous Agents in a Multi-Agent World (MAAMAW-91), PP.57-76. Srivastava, R. K., Shervani, T. A., and Fahey, L. (1999). Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing. Journal of Marketing, 63(4), PP.168-179. Storbacka, K., Strandvik, T., and Gronroos, C. (1994). Managing Customer Relationships for Profit: The Dynamics of Relationship Quality. International Journal of Service Industry Management, 5(5), PP.21-38. Takeo Nakao(1979).Profit Rates and Market Shares of Leading Industrial Firms in Japan.Journal of Industrial Economics,Vol.27,No.4,PP.371-383. Tse, D. K., and Wilton, P. C. (1988). Models of Customer Satisfaction Formation: an extension. Journal of Marketing Research, 25(2), pp.204-212. Tsiros, M., Mittal, V., and Ross, J., W.T. (2000). The Role of Attributions in Customer Satisfaction: A Reexamination. Journal of Consumer Research, 31(2), pp.476-483. Verhoef, PC, PH Frances and JC Hoekstra (2001).The Impact of Satisfaction andPpayment Equity on Cross-buying: a Dynamic Model for a Multi-service Provider, Journal of Retailing, pp.359-378. Walters, C. G. (1978). Consumer Behavior: An Integrated Framework. New York: Richard D.Irwin, Inc. Wernerfelt, B., and Montgomery, C. A. (1988). Tobin’sq and the Importance of Focus in Firm Performance. American Economic Review, 78(1), pp.246-250. Weiss, L.W.(1974).The Concentration-Profits Relationship and Antitrust, Industrial Competition : The New Learning. Woodside, A. G., Frey, L. L., and Daly, R. T. (1989). Linking Service Quality, Customer Satisfaction, and behavioral Intention. Journal of Health Care Marketing, 9(4), pp.5-17.
|