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：Customer Engagement: Conceptualization, Measurement and Application in the Service-Dominant Logic Context
作者：譚濟雪
作者(外文)：OdonchimegMyagmarsuren
校院名稱：國立成功大學
系所名稱：國際經營管理研究所博士班
指導教授：陳勁甫
學位類別：博士
出版日期：2012
主題關鍵詞：Relationship value；Relationship quality；Customer equity；Telecommunications services；Taiwan；Service-dominant logic；Customer engagement；Motivation；Opportunity；Ability；Social-identity；Self-efficacy；Co-created value；Satisfaction；Loyalty；Banking services；Mongolia
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:97
none
This dissertation focuses on customer-firm relationships derived from both relationship marketing and service-dominant logic perspectives. The first study examines a model integrating customer equity and relationship marketing perspective such as relationship quality and relationship value by examining their dimensions, antecedents, and outcomes. A study applies the model to Taiwan’s telecommunications services industry, which is a business-to-customer relationship environment. Using survey data of a sample of 236 customers, the results in general confirm the following path: images → relationship quality → relationship value → customer loyalty. Several recommendations and promising avenues for future inquiries are also presented.
The second study emphasizes the customer engagement construct and identify the antecedents and consequences based on S-D logic perspective. This study empirically tests the developed hypotheses on a sample of 284 banking services customers in Mongolia. The results indicate that customers’ motivation, opportunity (i.e. social identity), and ability (i.e. self-efficacy) are the key drivers of customer engagement towards banking services and products. Specifically, self-efficacy moderates the effect of customer motivation on engagement, while social identity does not moderate. Further results indicate that customer engagement is positively associated with perceived co-created value, satisfaction, and loyalty. In addition, perceived co-created value mediates the relationship between customer engagement and satisfaction. Satisfaction in turn impacts loyalty. This research not only advances our understanding of the antecedents and consequences of customer engagement, but also provides implications and avenues for future research.
Aaker, J. L. (1997). Dimensions of brand personality. Journal of Marketing Research, 34(3), 347-356.
Aiken, L. S., ＆ West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park: Sage.
Al-Hawari, M., Ward, T., ＆ Newby, L. (2009). The relationship between service quality and retention within the automated and traditional contexts of retail banking. Journal of Service Management, 20(4), 455-472.
Algesheimer, R., Dholakia, U. M., ＆ Herrmann, A. (2005). The social influence of brand community: Evidence from European car clubs. Journal of Marketing, 69(3), 19-34.
Amin, M., Isa, Z., ＆ Fontaine, R. (2011). The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks. The Service Industries Journal, 31(9), 1519-1532.
Anderson, C. H. (1986). Hierarchical moderated regression analysis: A useful tool for retail management decisions. Journal of Retailing, 62(2), 186-203.
Anderson, E., ＆ Weitz, B. (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29(1), 18-34.new window
Anderson, J. C., ＆ Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach Psychological Bulletin, 103(3), 411-423.
Andreassen, T. W., ＆ Lindestad, B. (1998). Customer loyalty and complex services The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7-23.new window
Ashforth, B. E., ＆ Mael, F. (1989). Social identity theory and the organization. Academy of Management Review 14(1), 20-39.new window
Ashley, C., Noble, S. M., Donthu, N., ＆ Lemon, K. N. (2010). Why customers won't relate: Obstacles to relationship marketing engagement. Journal of Business Research.
Athanassopoulos, A., Gounaris, S., ＆ Stathakopoulos, V. (2000). Behavioural responses to customer satisfaction: An empirical study. European Journal of Marketing, 35(5/6), 687-707.
Augusto, M., ＆ Coelho, F. (2009). Market orientation and new-to-the-world products: Exploring the moderating effects of innovativeness, competitive strength, and environmental forces. Industrial Marketing Management, 38(1), 94–108.new window
Bagozzi, R. P., ＆ Dholakia, U. M. (2006). Antecedents and purchase consequences of customer participation in small group brand communities. International Journal of Research in Marketing, 23(1), 45-61.new window
Bagozzi, R. P., ＆ Heatherton, T. F. (1994). A general approach to representing multifaceted personality contructs: Application to state self-esteem. Structural Equation Modeling, 1(1), 35-67.new window
Bagozzi, R. P., ＆ Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.new window
Bakker, A. B., ＆ Xanthopoulou, D. (2009). The crossover of daily work engagement: Test of an actor-partner interdependence model. Journal of Applied Psychology 94(6), 1562-1571.
Baldauf, A., Cravens, K. S., Diamantopoulos, A., ＆ Zeugner-Roth, K. P. (2009). The impact of product-country image and marketing efforts on retailer-perceived brand equity: An empirical analysis. Journal of Retailing, 85(4), 437–452.
Ball, D., Coelho, P. S., ＆ Machas, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272-1293.
Bandura, A. (1986). Social foundations of thought and action: A social cognitive theory. Englewood Cliffs, NJ: Prentice-Hall.
Bandura, A. (1997). Self-efficacy: The exercise of control. New York: W.H. Freeman.
BankofMongolia. (2011). Annual report. Ulaanbaatar.
Baron, R. M., ＆ Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
Barry, J., ＆ Terry, T. S. (2008). Emprical study of relationship value in industrial services. Journal of Business and Industrial Marketing, 23(4), 228-241.
Bartels, J., ＆ Reinders, M. J. (2011). Consumer innovativeness and its correlates: A propositional inventory for future research. Journal of Business Research, 64(6), 601-609.
Baytiyeh, H., ＆ Pfaffman, J. (2010). Open source software: A community of altruists. Computers in Human Behavior, 26(6), 1345–1354.
Bendapudi, N., ＆ Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14-28.new window
Bennett, R., ＆ Barkensjo, A. (2005). Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organizations. International Journal of Service Industry Management, 16(1), 81-106.new window
Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A. et al. (2010). Analytics for customer engagement. Journal of Service Research, 13(3), 341-356.
Bitner, M. J. (1995). Building service relationships: It's all about promises. Journal of the Academy of Marketing Science 23(4), 246-251.
Bitner, M. J., Faranda, W. T., Hubbert, A. R., ＆ Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8(3), 193-205.
Blazevic, V., ＆ Lievens, A. (2008). Managing innovation through customer coproduced knowledge in electronic services: An exploratory study. Journal of the Academy of Marketing Science, 36(1), 138-151.new window
Blocker, C. P., Flint, D. J., Myers, M. B., ＆ Slater, S. F. (2011). Proactive customer orientation and its role for creating customer value in global markets. Journal of the Academy of Marketing Science, 39(2), 216-233.
Bowden, J. L.-H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63-74.new window
Brodie, R. J., Ilic, A., Juric, B., ＆ Hollebeek, L. (2011). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, xx(xx), xx.
Brodie, R. J., Whittome, J. R. M., ＆ Brush, G. J. (2009). Investigating the service brand: A customer value perspective. Journal of Business Research, 62(3), 345-355.
BusinessMonitor. (2009). Taiwan telecommunications report 2009. Retrieved December 2nd from http://www.businessmonitor.com/telecommunications/taiwan.html
Carmines, E. G., ＆ McIver, J. P. (1981). Analyzing models with unobserved variables: Analysis of covariance structures. In G. W. Bohrnstedt ＆ E. F. Borgatta (Eds.), Social Measurement: Current Issues. Beverly Hills: Sage Publications.
Casaló, L. V., Flavián, C., ＆ Guinalíu, M. (2010a). Antecedents and consequences of consumer participation in online communities: The case of the travel sector. International Journal of Electronic Commerce, 15(2), 137-167.
Casaló, L. V., Flavián, C., ＆ Guinalíu, M. (2010b). Determinants of the intention to participate in firm-hosted online travel communities and effects on consumer behavioral intentions. Tourism Management, 31(6), 898-911.
Casaló, L. V., Flavián, C., ＆ Guinalíu, M. (2010c). Relationship quality, community promotion and brand loyalty in virtual communities: Evidence from free software communities. International Journal of Information Management, 30(4), 357-367.
Cater, B., ＆ Zabkar, V. (2009). Antecedents and consequences of commitment in marketing research services: The client's perspective. Industrial Marketing Management, 38(7), 785-797.
Chan, K. W., Yim, C. K., ＆ Lam, S. S. K. (2010). Is customer participation in value creation a double-edged sword?: Evidence from professional financial services across cultures. Journal of Marketing, 74(3), 48-64.
Cheung, G. W., ＆ Lau, R. S. (2008). Testing mediation and suppression effects of latent variables bootstrapping with structural equation models. Organizational Research Methods, 11(2), 296-325.
Chiou, J.-S., ＆ Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Science, 34(4), 613-627.
Chiu, C.-M., Hsu, M.-H., ＆ Wang, E. T. G. (2006). Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories. Decision Support Systems, 42(3), 1872-1888.
Churchill, G. A., ＆ Iacobucci, D. (2002). Marketing research: Methodological foundations (8th ed.). Fort Worth, TX: Harcourt.
Churchill, G. A. J. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64-73.new window
Cretu, A. E., ＆ Brodie, R. J. (2007). The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective. Industrial Marketing Management, 36(2), 230-240.
Crosby, L. A., Evans, K. R., ＆ Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
Dabholkar, P. A., ＆ Bagozzi, R. P. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184-201.
Davis-Sramek, B., Droge, C., Mentzer, J. T., ＆ Myers, M. B. (2009). Creating commitment and loyalty behavior among retailers: What are the roles of service quality and satisfaction? Journal of the Academy of Marketing Science, 37(4), 440-454.
Deci, E. L., ＆ Ryan, R. M. (1985). Intrinsic motivation and self-determination in human behavior New York: Plenum Press.
Deshpande, R. (1983). 'Paradigms lost': On theory and method in research in marketing. Journal of Marketing, 47(4), 101-110.
Dholakia, U. M., Bagozzi, R. P., ＆ Pearo, L. K. (2004). A social influence model of consumer participation in network-and small-group-based virtual communities. International Journal of Research in Marketing, 21(3), 241-263.
Dierdorff, E. C., Surface, E. A., ＆ Brown, K. G. (2010). Frame-of-reference training effectiveness: Effects of goal orientation and self-efficacy on affective, cognitive, skill-based, and transfer outcomes. Journal of Applied Psychology, 95(6), 1181-1191.
Ding, D. X., Hu, P. J.-H., Verma, R., ＆ Wardell, D. G. (2010). The impact of service system design and flow experience on customer satisfaction in online financial services. Journal of Service Research, 13(1), 96-110.new window
Dolnicar, S., ＆ Rossiter, J. R. (2008). The low stability of brand-attribute associations is partly due to market research methodology. International Journal of Research in Marketing, 25(2), 104-108.
Doorn, J. v., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P. et al. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266.
Edvardsson, B., Tronvoll, B., ＆ Gruber, T. (2011). Expanding understanding of service exchange and value co-creation: A social construction approach. Journal of the Academy of Marketing Science, 39(2), 327-339.
Eichentopf, T., Kleinaltenkamp, M., ＆ Stiphout, J. v. (2011). Modelling customer process activities in interactive value creation. Journal of Service Management, 22(5), 650-663.
Ekeh, P. P. (1974 ). Social exchange theory: The two traditions. London: Heinemann Educational
Ellemers, N., Kortekaas, P., ＆ Ouwerkerk, J. W. (1999). Self-categorisation, commitment to the group and group self-esteem as related but distinct aspects of social identity. European Journal of Social Psychology, 29(2-3), 371-389.
Erat, P., Desouza, K. C., Schafer-Jugel, A., ＆ Kurzawa, M. (2006). Business customer communities and knowledge sharing: Exploratory study of critical issues. European Journal of Information Systems, 15(5), 511-524.
Erdene, T. (2010). Mongolia: Banking sector (ERINA Discussion Paper No.1004e). Retrieved January 30, 2012, from http://www.erina.or.jp/en/Research/dp/pdf/1004e.pdf
Esch, F.-R., Langner, T., Schmitt, B. H., ＆ Geus, P. (2006). Are brands forever? how brand knowledge and relationships affect current and future purchases. Journal of Product ＆ Brand Management, 15(2), 98-105.
Feng, R., ＆ Morrison, A. M. (2007). Quality and value network marketing travel clubs. Annals of Tourism Research, 34(3), 588-609.
Ferguson, R. J., Paulin, M., ＆ Bergeron, J. (2010). Customer sociability and the total service experience: antecedents of positive word-of-mouth intentions. Journal of Service Management, 21(1), 25-44.new window
Finn, K. V., ＆ Frone, M. R. (2004). Academic performance and cheating: moderating role of school identification and self-efficacy. The Journal of Educational Research 97(3), 115-121.
Fornell, C., ＆ Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.new window
Frazier, P. A., Barron, K. E., ＆ Tix, A. P. (2004). Testing moderator and mediator effects in counseling psychology research. Journal of Counseling Psychology, 51(1), 115-134.new window
Füller, J. (2006). Why consumers engage in virtual new product developments initiated by producers. Advances in Consumer Research, 33(1), 639-646.new window
Füller, J., Faullant, R., ＆ Matzler, K. (2010). Triggers for virtual customer integration in the development of medical equipment - from a manufacturer and a user's perspective. Industrial Marketing Management, 39(8), 1376-1383.
Füller, J., Jawecki, G., ＆ Mühlbacher, H. (2007). Innovation creation by online basketball communities. Journal of Business Research, 60(1), 60-71.new window
Gambetti, R. C., ＆ Graffigna, G. (2010). The concept of engagement: A systematic analysis of the ongoing marketing debate. International Journal of Market Research, 52(6), 801-826.
Gaskin, J. (2011). Exploratory factor analysis. Retrieved December 5, 2011, from http://statwiki.kolobkreations.com/wiki/Exploratory_Factor_Analysis
Gerbing, D. W., ＆ Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25(2), 186-192.
Grace, D., ＆ Weaven, S. (2011). Am empirical analysis of franchisee value-in-use, investment risk and relational satisfaction. Journal of Retailing 87(3), 366-380.
Grewal, D., Krishnan, R., Baker, J., ＆ Borin, N. (1998). The effect of store name, brand name and price discounts on consumers' evaluations and purchase intentions. Journal of Retailing, 74(3), 331-352.
Gronroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Lexington, MA: Lexington Books.
Gruen, T. W., Osmonbekov, T., ＆ Czaplewski, A. J. (2006). eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research, 59(4), 449-456.
Gruen, T. W., Osmonbekov, T., ＆ Czaplewski, A. J. (2007). Customer-to-customer exchange: Its MOA antecedents and its impact on value creation and loyalty. Journal of the Academy of Marketing Science, 35(4), 537-549.
Hair, J. F., Black, W. C., Babin, B. J., ＆ Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7th ed.). London: Pearson.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., ＆ Tatham, R. L. (2006). Multivariate data analysis (6th ed.). New Jersey: Prentice Hall.
Han, S.-L., ＆ Sung, H.-S. (2008). Industrial brand value and relationship performance in business markets: A general structural equation model. Industrial Marketing Management, 37(7), 807-818.
Hau, Y. S., ＆ Kim, Y.-G. (2011). Why would online gamers share their innovation-conducive knowledge in the online game user community? integrating individual motivations and social capital perspectives. Computers in Human Behavior, 27(2), 956-970.
Heinonen, K., ＆ Strandvik, T. (2009). Monitoring value-in-use of e-service. Journal of Service Management, 20(1), 33-51.new window
Hennig-Thurau, T., ＆ Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology ＆ Marketing, 14(8), 737-765.
Hewett, K., Money, R. B., ＆ Sharma, S. (2002). An exploration of the moderating role of buyer corporate culture in industrial buyer-seller relationships. Journal of the Academy of Marketing Science, 30(3), 229-239.
Hogg, M. A., ＆ Terry, D. J. (2000). Social identity and self-categorization processes in organizational contexts. Academy of Management Review 25(1), 121-140.new window
Holbrook, M. B. (2006). Consumption experience, customer value, and subjective personal introspection: an illustrative photographic essay. Journal of Business Research, 59(6), 714-725.
Hollebeek, L. D. (2010a). The customer engagement/value interface: conceptual model ＆ research implications. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) Conference, New Zealand.
Hollebeek, L. D. (2010b). Demystifying customer brand engagement: exploring the loyalty nexus. Journal of Marketing Management, 27(7-8), 785-807.
Hollebeek, L. D. (2011). Exploring customer brand engagement: definition and themes. Journal of Strategic Marketing, 19(7), 555–573.
Holmbeck, G. N. (1997). Toward terminological, conceptual, and statistical clarity in the study of mediators and moderators: examples from the child-clinical and pediatric psychology literatures. Journal of Consulting and Clinical Psychology, 65(4), 599-610.
Homburg, C., Hoyer, W. D., ＆ Stock, R. M. (2007). How to get lost customers back? A study of antecedents of relationship revival. Journal of the Academy of Marketing Science, 35(4), 461-474.
Homburg, C., Wieseke, J., ＆ Hoyer, W. D. (2009). Social identity and the service–profit chain. Journal of Marketing, 73(2), 38-54.
Hoyer, W. D., ＆ MacInnis, D. J. (1997). Consumer behavior. Boston: Houghton Mifflin.
Hoyle, R. H., ＆ Smith, G. T. (1994). Formulating clinical research hypotheses as structural equation models: A conceptual overview. Journal of Consulting and Clinical Psychology, 62(3), 429-440.
Hu, L.-t., ＆ Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1-55.new window
Hung, S.-Y., Durcikova, A., Lai, H.-M., ＆ Lin, W.-M. (2011). The influence of intrinsic and extrinsic motivation on individuals' knowledge sharing behavior. International Journal of Human-Computer Studies, 69(6), 415-427.
Jayachandran, S., Sharma, S., Kaufman, P., ＆ Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4), 177-192.
Johnson, J. W., ＆ Rapp, A. (2010). A more comprehensive understanding and measure of customer helping behavior. Journal of Business Research, 63(8), 787-792.
Johnson, M. D., Herrmann, A., ＆ Huber, F. (2006). The evolution of loyalty intentions. Journal of Marketing, 70(2), 122-132.
Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692-724.
Kanning, U. P., ＆ Bergmann, N. (2009). Predictors of customer satisfaction: Testing the classical paradigms. Managing Service Quality, 19(4), 377-390.
Keller, K. L. (1993). Conceptualizing, measuring, managing customer-based brand equity. Journal of Marketing, 57(1), 1-22.new window
Kim, J., Song, J., ＆ Jones, D. R. (2011). The cognitive selection framework for knowledge acquisition strategies in virtual communities. International Journal of Information Management, 31(2), 111-120.
Kline, R. B. (1998). Principles and practice of structural equation modeling. New York: Guilford Press.
Kohler, C. F., Rohm, A. J., Ruyter, K. d., ＆ Wetzels, M. (2011). Return on interactivity: The impact of online agents on newcomer adjustment. Journal of Marketing 75(2 ), 93-108.
Kollock, P. (1999). The economies of online cooperation: Gifts and public goods in cyberspace In M. Smith ＆ P. Kollock (Eds.), Communities in Cyberspace. London: Routledge.
Kressmann, F., Sirgy, M. J., Herrmann, A., Huber, F., Huber, S., ＆ Lee, D.-J. (2006). Direct and indirect effects of self-image congruence on brand loyalty. Journal of Business Research, 59(9), 955-964.
Kumar, M., Kee, F. T., ＆ Manshor, A. T. (2009). Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL model. Managing Service Quality, 19(2), 211-228.
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., ＆ Tillmanns, S. (2010). Undervalued or overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13(3), 297-310.
Kumar, V., ＆ Shah, D. (2004). Building and sustaining profitable customer loyalty for the 21st century. Journal of Retailing, 80(4), 317-330.
Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry. Managing Service Quality, 19(3), 308-331.
Leone, R. P., Rao, V. R., Keller, K. L., Luo, A. M., McAlister, L., ＆ Srivastava, R. (2006). Linking brand equity to customer equity. Journal of Service Research, 9(2), 125-138.
Lerner, J., ＆ Tirole, J. (2000). The simple economics of open source. Cambridge, MA: NBER.
Lin, C.-P. (2010). Learning virtual community loyalty behavior from a perspective of social cognitive theory. International Journal of Human-Computer Interaction, 26(4), 345-360.
Lindell, M. K., ＆ Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology, 86(1), 114-121.new window
London, B., Downey, G., ＆ Mace, S. (2007). Psychological theories of educational engagement: A multi-method approach to studying individual engagement and institutional change. Vanderbilt Law Review, 60(2), 455-481.
Looney, C. A., Akbulut, A. Y., ＆ Poston, R. S. (2008). Understanding the determinants of service channel preference in the early stages of adoption: A social cognitive perspective on online brokerage services. Decision Sciences, 39(4), 821-857.
Lundahl, N., Vegholm, F., ＆ Silver, L. (2009). Technical and functional determinants of customer satisfaction in the bank-SME relationship. Managing Service Quality, 19(5), 581-594.
Luo, X., ＆ Bhattacharya, C. B. (2006). Corporate social responsibility, customer satisfaction, and market value. Journal of Marketing, 70(4), 1-18.
Lusch, R. F., Vargo, S. L., ＆ O'Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1), 5-18.new window
Lusch, R. F., Vargo, S. L., ＆ Tanniru, M. (2010). Service, value networks and learning. Journal of the Academy of Marketing Science, 38(1), 19-31.new window
Luthje, C. (2004). Characteristics of innovating users in a consumer goods field an empirical study of sport-related product consumers. Technovation, 24(9), 683-695.
MacInnis, D. J., ＆ Jaworski, B. J. (1989). Information processing from advertisements: Toward an integrative framework. Journal of Marketing, 53(10), 1-23.
MacInnis, D. J., Moorman, C., ＆ Jaworski, B. J. (1991). Enhancing and measuring consumer' motivation, opportunity, and ability to process brand information from ads. Journal of Marketing, 55(4), 32-53.
Macintosh, G. (2007). Customer orientation, relationship quality, and relational benefits to the firm. Journal of Services Marketing, 21(3), 150-159.
Maglio, P. P., ＆ Spohrer, J. (2008). Fundamentals of service science. Journal of the Academy of Marketing Science, 36(1), 18-20.new window
Marett, K., ＆ Joshi, K. D. (2009). The decision to share information and rumors: Examining the role of motivation in an online discussion forum. Communications of the Association for Information Systems, 24(1), 47-68.new window
May, D. R., Gilson, R. L., ＆ Harter, L. M. (2004). The psychological conditions of meaningfulness, safety and availability and the engagement of the human spirit at work. Journal of Occupational and Organizational Psychology, 77(1), 11-37.new window
McKee, D., Simmers, C. S., ＆ Licata, J. (2006). Customer self-efficacy and response to service. Journal of Service Research, 8(3), 207-220.
Melancon, J. P., Noble, S. M., ＆ Noble, C. H. (2011). Managing rewards to enhance relational worth. Journal of the Academy of Marketing Science, 39(3), 341–362.
Miguel-Davila, J. A., Cabeza-Garcıa, L., Valdunciel, L., ＆ Florez, M. (2010). Operations in banking: The service quality and effects on satisfaction and loyalty. The Service Industries Journal, 30(13), 2163-2182.
Moliner, M. A., Sanchez, J., Rodríguez, R. M., ＆ Callarisa, L. (2007). Relationship quality with a travel agency: The influence of the postpurchase perceived value of a tourism package. Tourism and Hospitality Research, 7(3/4), 194-211.
Mollen, A., ＆ Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9-10), 919-925.
Morgan, R. M., ＆ Hunt, S. D. (1994). The commitment–trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
MSI. (2010). Research priorities. Boston, MA: Marketing Science Institute.
Myhal, G. C., Kang, J., ＆ Murphy, J. A. (2008). Retaining customers through relationship quality: A services business marketing case. Journal of Services Marketing, 22(6), 445-453.
Nambisan, S. (2002). Designing virtual customer environments for new product development: toward a theory Academy of Management Review, 27(3), 392-413.
Nambisan, S., ＆ Baron, R. A. (2010). Different roles, different strokes: Organizing virtual customer environments to promote two types of customer contributions. Organization Science, 21(2), 554-572.
Netemeyer, R. G., Bearden, W. O., ＆ Sharma, S. (2003). Scaling procedures: Issues and applications. London: Sage Publications.
Netemeyer, R. G., Boles, J. S., ＆ McMurrian, R. (1996). Development and validation of work-family conflict and family-work conflict scales. Journal of Applied Psychology, 81(4), 400-410.
Novicevic, M. M., Duke, A. B., Holmes, E. R., Breland, J. W., Buckley, M. R., ＆ Bing, M. N. (2011). Customers cocreating value with the firm: Implications for IHRM. The International Journal of Human Resource Management, 22(3), 746-761.
Novicevica, M. M., Dukeb, A. B., Holmesc, E. R., Brelandd, J. W., Buckleye, M. R., ＆ Bing, M. N. (2011). Customers cocreating value with the firm: implications for IHRM. The International Journal of Human Resource Management, 22(3), 746-761.
Nunnally, J. C., ＆ Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York: McGraw-Hill.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver, R. L. (1997). Satisfaction: Behavioral perpspective on the consumer. Boston: McGraw-Hill.
Palmatier, R. W., Dant, R. P., Grewal, D., ＆ Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70(4), 136–153.
Palmatier, R. W., Jarvis, C. B., Bechkoff, J. R., ＆ Kardes, F. R. (2009). The role of customer gratitude in relationship marketing. Journal of Marketing, 73(5), 1-18.
Park, C. W., Jaworski, B. J., ＆ Maclnnis, D. J. (1986). Strategic brand concept-image management. Journal of Marketing, 50(4), 135-145.
Patterson, P., Yu, T., ＆ Ruyter, K. d. (2006). Understanding customer engagement in services. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) Conference, Australia.
Payne, A. F., Storbacka, K., ＆ Frow, P. (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83-96.new window
Payne, A. F., Storbacka, K., Frow, P., ＆ Knox, S. (2009). Co-creating brands: Diagnosing and designing the relationship experience. Journal of Business Research, 62(3), 379-389.
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., ＆ Podsakoff, N. P. (2003). Common method biases in behavioural research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903.
Prahalad, C. K., ＆ Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5-14.
Qu, H., ＆ Lee, H. (2011). Travelers' social identification and membership behaviors in online travel community. Tourism Management, 32(6), 1262–1270.
Raimondo, M. A., Miceli, G. N., ＆ Costabile, M. (2008). How relationship age moderates loyalty formation: The increasing effect of relational equity on customer loyalty. Journal of Service Research, 11(2), 142-160.
Ramani, G., ＆ Kumar, V. (2008). Interaction orientation and firm performance. Journal of Marketing, 72(1), 27-45.new window
Reichheld, F. F. (2003). The one number you need to grow. Harvard Business Review, 81(12), 46-54.
Richards, K. A., ＆ Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management, 37(2), 120-130.
Rothbard, N. P. (2001). Enriching or depleting? The dynamics of engagement in work and family roles. Administrative Science Quarterly, 46(4), 655-684.
Rothschild, M. L. (1999). Carrots, sticks, and promises: A conceptual framework for the management of public health and social issue behaviors. Journal of Marketing, 63(4), 34-37.
Rust, R. T., Lemon, K. N., ＆ Zeithaml, V. A. (2004). Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing, 68(1), 109-127.new window
Rust, R. T., Zeithaml, V. A., ＆ Lemon, K. N. (2000). Driving customer equity: How customer lifetime value is reshaping corporate strategy. New York: Free Press.
Ryan, R. M., ＆ Deci, E. L. (2000). Intrinsic and extrinsic motivations: Classic definitions and new directions. Contemporary Educational Psychology, 25(1), 54-67.new window
Ryu, K., Han, H., ＆ Jang, S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416-432.
Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 21(7), 600-619.
Sanchez-Franco, M. J., ＆ Roldán, J. L. (2010). Expressive aesthetics to ease perceived community support: Exploring personal innovativeness and routinised behaviour as moderators in Tuenti. Computers in Human Behavior, 26(6), 1445-1457.
Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 1-37.
Sawhney, M., Verona, G., ＆ Prandelli, E. (2005). Collaborating to create: The internet as a platform for customer engagement in product innovation. Journal of Interactive Marketing, 19(4), 4-17.
Schaufeli, W. B., ＆ Bakker, A. B. (2003). UWES: Utrecht work engagement scale: Occupational Health Psychology Unit Utrecht University.
Schaufeli, W. B., ＆ Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293-315.
Schaufeli, W. B., Salanova, M., González-romá, V., ＆ Bakker, A. B. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach Journal of Happiness Studies 3(1), 71-92.new window
Schurr, P. H., ＆ Ozanne, J. L. (1985). Influences on exchange processes: Buyers' preconceptions of a seller's trustworthiness and bargaining toughness. Journal of Consumer Research, 11(4), 939-953.
Seiders, K., Voss, G. B., Grewal, D., ＆ Godfrey, A. L. (2005). Do satisfied customers buy more? Examining moderating influences in a retailing context. Journal of Marketing, 69(4), 26-43.
Sharma, P. (2010). Measuring personal cultural orientations: Scale development and validation. Journal of the Academy of Marketing Science, 38(6), 787-806.
Shrout, P. E., ＆ Bolger, N. (2002). Mediation in experimental and nonexperimental studies: New procedures and recommendations. Psychological Methods, 7(4), 422-445.
Siemsen, E., Roth, A. V., ＆ Balasubramanian, S. (2008). How motivation, opportunity, and ability drive knowledge sharing: The constraining-factor model. Journal of Operations Management, 26(3), 426-445.
Singh, A., Kumar, B., ＆ Singh, V. K. (2010). Customer engagement: New key metric of marketing. International Journal of Arts and Sciences, 3(13), 347 – 356.
So, K., King, C., ＆ Sparks, B. (2011). Developing and validating a model of customer engagement with tourism brands. Paper presented at the World Research Summit for Tourism and Hospitality (WRSTH), Hong Kong.
Sprott, D., Czellar, S., ＆ Spangenberg, E. (2009). The importance of a general measure of brand engagement on market behavior: Development and validation of a scale. Journal of Marketing Research, 46(1), 92–104.new window
Stajkovic, A. D., ＆ Sommer, S. M. (2000). Self-efficacy and causal attributions: Direct and reciprocal links. Journal of Applied Social Psychology, 30(4), 707-737.
Stokburger-Sauer, N. E. (2011). The relevance of visitors' nation brand embeddedness and personality congruence for nation brand identification, visit intentions and advocacy. Tourism Management, xxx(xxx), 1-8.
Sublabana, C. S. Y., ＆ Aranha, F. (2008). Estimating cellphone providers' customer equity. Journal of Business Research, 62(9), 891–898.
Tajfel, H. (1978). Social categorization, social identity, and social comparison. In H. Tajfel (Ed.), Differentiation between social groups: Studies in the social psychology of intergroup relations (pp. 61 - 76 ): London: Academic Press.
Taylor, V. A., ＆ Bearden, W. O. (2002). The effects of price on brand extension evaluations: the moderating role of extension similarity. Journal of the Academy of Marketing Science, 30(2), 131-140.
Thelen, S. T., Yoo, B., ＆ Magnini, V. P. (2011). An examination of consumer sentiment toward offshored services. Journal of the Academy of Marketing Science, 39(2), 270-289.
Tsai, M.-T., ＆ Cheng, N.-C. (2010). Programmer perceptions of knowledge-sharing behavior under social cognitive theory. Expert Systems with Applications, 37(12), 8479-8485.
Tynan, C., McKechnie, S., ＆ Chhuon, C. (2010). Co-creating value for luxury brands. Journal of Business Research, 63(11), 1156–1163.
Ulaga, W., ＆ Eggert, A. (2006a). Relationship value and relationship quality: Broadening the nomological netweok of business-to-business relationships. European Journal of Marketing, 40(3/4), 311-327.
Ulaga, W., ＆ Eggert, A. (2006b). Value-based differentiation in business relationships: Gaining and sustaining key supplier status. Journal of Marketing, 70(1), 119-136.new window
Ural, T. (2009). The effects of relationship quality on export performance: A classification of small and medium-sized Turkish exporting firms operating in single export-market venture. European Journal of Marketing, 43(1/2), 139-168.new window
Vargo, S. L., ＆ Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17.new window
Vargo, S. L., ＆ Lusch, R. F. (2006). Service-dominant logic: What it is, what it is not, what it might be. In R. F. Lusch ＆ S. L. Vargo (Eds.), The Service-Dominant Logic of Marketing: Dialog, Debate and Directions (pp. 43-56). Armonk, New York: M.E Sharpe Inc.
Vargo, S. L., ＆ Lusch, R. F. (2008a). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1-10.new window
Vargo, S. L., ＆ Lusch, R. F. (2008b). Why service? Journal of the Academy of Marketing Science, 36(1), 25-38.new window
Vargo, S. L., Maglio, P. P., ＆ Akaka, M. A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal 26(3), 145-152.
Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing, 67(4), 30-45.
Verhoef, P. C., Reinartz, W. J., ＆ Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247-252.
Vivek, S. D. (2009). A scale of consumer engagement Graduate School of the University of Alabama, Tuscaloosa, Alabama
Vogel, V., Evanschitzky, H., ＆ Ramaseshan, B. (2008). Customer equity drivers and future sales. Journal of Marketing, 72(6), 98-108.
Williams, P., ＆ Naumann, E. (2011). Customer satisfaction and business performance: a firm-level analysis. Journal of Services Marketing, 25(1), 20-32.new window
Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
Wu, C. H.-J., ＆ Liang, R.-D. (2009). Effect of experiental value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28(4), 586-593.
Yang, H.-L., ＆ Lai, C.-Y. (2010). Motivations of wikipedia content contributors. Computers in Human Behavior, 26(6), 1377–1383.
Yang, Z., ＆ Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology ＆ Marketing, 21(10), 799-822.
Yi, Y., Nataraajan, R., ＆ Gong, T. (2011). Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention. Journal of Business Research, 64(1), 87-95.new window
Yuan, Y.-H. E., ＆ Wu, C. K. (2008). Relationships among experiental marketing, experiential value, and customer satisfaction. Journal of Hospitality ＆ Tourism Research, 32(3), 387-410.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Berry, L. L., ＆ Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zins, A. H. (2001). Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry. International Journal of Service Industry Management, 12(3), 269-294.

 
 
 
 
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：536（臺灣：535，外國：1） ／ 本年度總使用人次：2602775 ／ 訪客人次（自102年09月）：68400423
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