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：快速辨識隱形忠誠顧客 --汽車維修業運用RFM模型於關係品質之探討
作者：楊錦勝
作者(外文)：YANG, CHIN-SHENG
校院名稱：逢甲大學
系所名稱：商學博士學位學程
指導教授：李元恕
學位類別：博士
出版日期：2020
主題關鍵詞：忠誠客戶；隱形忠誠；服務管理；資料庫分析；服務品質；信任；顧客滿意；品牌形象；業務人員滿意度；3P辨識模組；RFM；loyal customers；invisible loyalty；service management；database analysis；service quality；trust；customer satisfaction；brand image；business staff satisfaction；3P identification module
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:4
雖然網路交易及AI盛行，但營業人員仍然是維持顧客關係的主要人員，本研究目的在探討業務人員服務品質及品牌形象，對公司信任及滿意度的關係，並進一步探討在不同忠誠層級中會出現哪些需求變化.
本研究對象資料以問卷+資料庫整方式取得。本研究以汽車公司資料庫為基準，並透過問卷調查方式，在汽車公司維修廠內做了812份有效問卷，再透過資料庫將些客戶消費資料做整合。本研究以PZB忠誠客戶定義找出3P商品項目，再以SPSS驗證這些3P商品與忠誠客戶的相關程度具有代表性.，然後以RFＭ分群模式區分出3種6類群忠誠客戶，進一步去分析問卷調查相關數據，並完整建構路徑模型印證業務人員服務品質與信任及公司滿意的相關路徑，成功的推論出相關假設與模型。
業務人員服務品質對公司滿意沒有直接幫助，須達到信任程度，方可對公司滿意出現幫助。企業經營者應該更加關注培養客戶信任度高的一線服務人員。本研究也發現3P商品項目A.商品無差異化.B.商品價格透明化.C.商品取得管道多元化.可以充分辨識出隱形忠誠客戶，對於中小型服務產業和電商等無完整資料庫的產業,可以透過3P商品快速辨識隱形忠誠客戶，並解決中小型企業因為客戶資料庫不完整而造成無法透過資料庫去區分忠誠客戶，以及解決RFM困境，低客戶數、客戶資料不完全、頻率型客戶忠誠未及時顯現……等限制因素。所以本研究也定義了一個以消費者購買的商品為導向的新的忠誠客戶快速辨識模組,稱作” 3P辨識模組”，這一個模組可以協助產業快速辨識隱形忠誠客戶。
Although online transactions and AI are prevalent, sales personnel are still the main ones who maintain relationships with customers. The purpose of this research is to explore the relationship between the service quality of business personnel and brand image and the trust and satisfaction of the company. Then explore what changes in demand will occur in different loyalty levels. The data of this research object was obtained by questionnaire + database integration.
This research is based on the database of automobile companies, and some customer consumption data was integrated through the database, and 812 valid questionnaires were done in the car company's repair shop through questionnaire surveys. This study uses the definition of PZB loyal customers to find out 3P product items, and then uses SPSS to verify the representativeness of the correlation between these 3P products and loyal customers. Then distinguish 3 types of 6 groups of loyal customers by using the RFM grouping model, and further, to analyze the relevant data of the questionnaire, and construct a complete path model to verify the relevant path of the service quality and trust of the business personnel and the company's satisfaction, and successfully infer the relevant hypotheses and models.
The service quality of the business personnel does not directly help the company's satisfaction. The trust level must be reached before it can help the company's satisfaction. Business operators should pay more attention to the front-line service personnel who cultivates high customer trust. This research also found 3P commodity items : A. Product no different B. Price clear C. Place easy which can fully identify invisible loyal customers. For industries that do not have a complete database, such as small and medium service industries and e-commerce, you can quickly identify invisible loyal customers through 3P products, and solve the problem that small and medium enterprises cannot distinguish loyal customers through the database because of the incomplete customer database. And to solve the RFM dilemma, low number of customers, incomplete customer information, frequent customer loyalty not showing up in time... etc. Therefore, this research also defines a new loyal customer rapid identification module that is oriented toward the products purchased by consumers, called the "3P identification module". This module can help the industry quickly identify invisible loyal customers.
中文部分

【圖書】
吳萬益(2015).企業研究方法(第五版)，台北市:華泰文化出版社。
【網路資源】
中華民國行政院主計總處，國民所得統計及國內經濟情勢展望，2018/05/22
中國國家統計局《服務業已成為我國經濟發展的主動力》2018/04/14

英文部分

【圖書】
Griffin, J. (1994).Customer Loyalty, How to Earn It, How to Keep It?NY:Lexington Book.
Hair, J. , Anderson,R. , Tatham,R.,& Black, W. (1998). Multivariate Data Analysis, 5th ed. Upper Saddle River, NJ: Prentice Hall,
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.
Judy,A.S. (2000). Introducing LISREL. London:Sage Publications
Kumar.&Werner.(2012).Customer Relationship Management concept, strategy, and Tool (2th ed).Springer berlin Heidelberg.
Kotler.(1999).Marketing Management: Analysis, Planning, Implementation and Control(9th Ed). Englewood Cliffs, NJ: Prentice-Hall Inc.
Kotler.(2000).Marketing Management: Analysis, Planning,Implementation and Control (10th ed.). Englewood Cliffs, NJ: Prentice-Hall Inc..
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer, New York: Irwin/McGraw-Hill.
Raphel.,Neil.,&Murray. (1995). Loyalty Ladder. New York : Harper Collins Publishers， Inc.
Stone.,& Bob(1989).Successful direct marketing methods(4th ed).NTC Business Books.
Smith, Adam .(1776). The Wealth of Nations. Books I-III, Skinner.London: Penguin Books. Byrne, B. M. (2006). Structural Equation Modeling with EQS- Basic Concepts,Applications, and Programming. 2th ed. LEA.

Zeithaml.,Bitner.,&Gremler.(2018).Service Marketing: Integrating customer focus across the frim ( seventh edition).NY: Mcgraw-hill education.

【期刊】

Aaker, D., & Alvarez,D.B.(1995). Estatura de la marca: medir el valor por productos y mercados. Harvard Deusto business review, 69, 74-87.
Alina,S.,& Sorin,M.S.(2016).Customer Satisfaction and Long-Term Stock Returns .Journal of Marketing, 80 , 110-115.
Anat,R., Lital,Z., & Lorna,D.(2008).The impact of call center employees’Customer Orientation Behaviors and Service Quality .Journal of Service search ,10(3),239-255.
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.
Anderson. J. C., & Narus, A.(1990). A Model of Distributor Firm and Manufacturer Firm Working Partnerships. Journal of Marketing, 47(3),44-54.
Bateman.,Connie.,& Sean,V.( 2015).The Impact of Salesperson Customer Orientation on the Evaluation of a Salesperson’s Ethical Treatment, Trust in the Salesperson and Intentions to Purchase .Journal of Personal Selling & Sales Management 35 (2), 125–142.
Benjamin,S.,& David,B.(1993). The service organization :human resources management is crucial, Organization Dynamics,21(4),39-52.
Bernhardt,K.L., Donthu,N., & Kennett, P. A.(2000). A longitudinal analysis of satisfaction and profitability. Journal of Business Research, 47,161-171.
Bickart, B.,& Schindler,R.M.(2001).Internet forums as influential sources of consumer information. Journal of Interactive Marketing, 15(3),31-40.
Brady,M.K., & Cronin.(2001).Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(1), 34-49.
Christopher H. Lovelock,& Evert Gummesson. (2004).whither services Marketing ? in search of new paradigm and fresh perspectives. Journal of service research, 7(august),20-41.
Christopher H Lovelock.(2005). Service portraits in service research :a critical review.，International journal of service industry management,16(1),107~121.
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, 230-240.
Lawrence, A.C.,Kenneth,R.E.,& Deborah,C.(1990). Relationship Quality in Services Selling：An Interpersonal Influence. Journal of Marketing, 54(3),68-81.
Diamantopoulos., Adamantios., Petra,R.,& Barbara .(2007).Consumer Cosmopolitanism: Scale Development and Validation, in Flexible Marketing in an Unpredictable World: Proceedings of the 36th EMAC Annual Conference，May 22-25.
Dick.,Alan,S., & Kunal, B. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework, Journal of the Academy of Marketing Science, 22(2), 99-113.
Dobni.,& George,M.Z.(1990) ,In Search of Brand Image: a Foundation Analysis. Association for Consumer Research, 110-119.
Dodds.,Monroe.,& Grewal .(1994). Effects of Price, Brand,and Store Information on Buyers’Product Evaluation. Journal of Marketing Research, 28.307-319.
Etzion.,Fisher.,& Wasserkrug.(2005): A Modeling Approach for Customer Lifetime Evaluation in e-Commerce Domains, with an Application and Case Study for Online Auction. Information Systems Frontiers ,7(4),421-434.
Fornell.(1992).A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56 (1), 6-21.
Fornell., Claes.,Sunil, M., Forrest.,&Morgeson. (2009)，The Economic and Statistical Significance of Stock Returns on Customer Satisfaction.Marketing Science, 28 (5), 820-25.
Fornell., Morgeson.,& Tomas . (2016).Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible. Journal of Marketing,80 (September),92-107.
Fornell. , Mithas., Morgeson., & Krishnan.(2006).Customer Satisfaction and Stock Prices: High Returns, Low Risks. Journal of Marketing,70,3-14.
Frederick,F.R.,& Sasser.jr.(1990).Zero defection : quality come to service. Harvard business review,October,105~111.
Garbarino.,& Johnson.(1999).The different roles of satisfaction, trust, and commitment in customer relationship. Journal of Marketing,63,70-87.
Gisela, I. G.,Kai ,R., Ruth, M. S., & Nicolas, A. Z. (2016).Salespersons’empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency. Journal of Personal Selling & Sales Management, 222~239.
Goodman, J. (1992). Retail/Database: Leveraging the customer Database to your Competitive Advantage. Direct Marketing,55(8),26-28.
Grahame,R.D.,&Mark.(1997).Do customer loyalty programs really work?. Sloan management Review,38,71-82.
Gray, E.R.,& Balmer, J.M.(1998). Managing Corporate Image and Corporate Reputation. Long Range Planning,31( 5),695-702.
Gutek.,Bhappu.,Liao-Troth., and B. Cherry. (1999).Distinguishing between Service Relationships and Encounters. Journal of Applied Psychology, 84(2),218-33.
Balmer.,& Gray.(2000). Corporate identity and corporate communications : creating a competitive advantage .Industrial and Commercial Training , 32 (7), 256-261.
Gronholdt., Martensen.& Kristensen. (2000).The Relationship between Customer Satisfaction and Loyalty: Cross Industry differences. Total Quality Management, 11,509-516.
Homburg, C.,& Stock,R.M.(2005). Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction. Psychology & Marketing,22(5), 393-420.
Huarng,K.H.(2010). Essential Research in Technology Management, Journal of Business Research, 63 (5), 451-453.
Hughes, A.M.(1996).Boosting response with RFM：Recency, Frequency, and Monetary Analysis Finds the Buyers in Your Database. American Demographics (5),4-10.
James, L.H.,Thomas, O. J., Gary, W. L., Sasser .,&Leonard,A.S. (1994).Putting the Service-Profit Chain to Work. Harvard Business Review ,72(2), 164–174.
Johnson,D.,& Grayson, K.(2005).Cognitive and affective trust in service relationships. Journal of Business Research,58(4),500-507.
Jones,T.O.,& Sasser. (1995).Why Satisfied Customer Defect, Harvard Business Review, Nov/Dec,88-99.
Judd, Robert C. (1964).The Case for Redefining Services. Journal of Marketing, 28, 59.
Kahan,R.(1998). Using database marketing techniques to enhance your one-to-one marketing initiatives, Journal of Consumer Marketing,15(5),491-493.
Kandampully .(1998).Service Quality to Service Loyalty: A Relationship Which Goes beyond Customer Service. Total Quality Management, 9(6),431-443.
Keller,K.L.(1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing,57(1),1-22.
Keaveney, S.M. (1995).Customer Switching Behavior in Service Industries: An Explorative Study. Journal of Marketing, 59, 71-82.
Lagace,D.,Dahlstrom,R.,& Gassenheimer. J.B.(1991). The Relevance of Ethical Salesperson Behavior on Relationship Quality: The Pharmaceuticals Industry. Journal of Personal Selling &Sales management.11(4),39-47.
Liliana,L.b.,& lester,W.J.(2001).Customer relationships with service personal :Do we measure Closeness .Quality or strength?, Journal of business research,54,189-197.
Magnus,S.,& Sara,R.(2008).Revisiting the smiling service worker and customer satisfaction.International journal of service industry management.19(5),552-574.
Miglautsch., & John.(2000).Thoughts on RFM Scoring. Journal of Database Marketing,8(1),2-7.
Moorman,C., Deshpandé,R.,& Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Marketing,57(1),81-101.
Morgan,R.M. ,& Hunt,S.D.(1994). The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, 58(3), 20-38.
Mullins., Ryan.,& Niladri,S.(2014).Manager–salesperson Congruence in Customer Orientation and Job Outcomes: The Bright and Dark Sides of Leadership in Aligning Values. Journal of Personal Selling & Sales Management ,34 (3), 188-205.
Nguyen, N.,& Leblanc,G.(2001).Corporate image and corporate reputation in customers retention decisions in services, Journal of Retailing and Consumer Services, 8(4),227-236.
Opher Etzion., Amit Fisher.,& Segev Wasserkrug.(2005).e-CLV: A Modeling Approach for Customer Lifetime Evaluation in e-Commerce Domains, with an Application and Case Study for Online Auction .Information Systems Frontiers ,7(4),421–434.
Oliver,R.L. (1999). Whence Consumer Loyalty (Special issues ). Journal of Marketing,63,33-44.
Oliver.,& Richard. (1980). A Cognitive Model of the Antecedents＆Consequences of 116 Satisfaction Decisions. Journal of Marketing,17,460-469.
Olsson,U., Foss,T., Troye.S.,& Howell, R. (2000). The performance of ML, GLS and WLS estimation in structural equation modeling under conditions of misspecification and no normality. Structural Equation Modeling,7(4), 557‐95.
Parasuraman,A., Valarie, A., Zeithaaml .,& Leonard, L. B.(1985).A Conceptual Model of Service Quality and It’s Implications for Future Research. Journal of Marketing,49, 41-50.
Park,C.W., Joworski.,& MachInnis. (1986).Strategic Brand Concept-Image Management. Journal of Marketing, 50(4),135-145.
Reichheld,F.F.,& Sasser,W.E.(1990).Zero Defections : Quality Comes to Services ，Harvard Business Review, 68,105-111.
Reinartz,W. J. ,& Kumar,V.(2003). The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration, Journal of Marketing, 67(1),77-99.
Richardson,P. S., Dick.,& Jain. (1994).Extrinsic and Extrinsic Cue Effect on Perceptions of Store Brand Quality. Journal of Marketing Research, 58(4),28-36.
Robert,C.J.(1964).The case for redefining service . Journal of marketing,28,59.
Romaniuk,J.,& Sharp, B. (2003). Measuring brand perception: Testing quantity and quality. Journal of Targeting, Measurement and Analysis for Marketing, 11(3),218-229.
Roth,M.S. (1995). The effects of culture and socioeconomics on the performance of global brand image strategies. Journal of Marketing Research, 32(2),163-175.
Ruth,N.B., Kannan.,& Matthew,D.B.(2000).The impications of loyalty program membership and service experience for customer retention and value.Journal of the academy of marketing science,28(1),95-108.
Schwepker, Jr.,&Charles, H.( 2003).Customer-oriented Selling: A Review， Extension， and Directions for Future Research. Journal of Personal Selling & Sales Management, 23 (2), 151-171.
Iselin,S .,& Judy,S.(2004).Are your satisfied customers loyal ? . Cornell Hotel and Restaurant Administration Quarterly,45(3),221-234.
Shankar, V., Smith, A. K.,& Rangaswamy, A.(2003).Customer satisfaction and loyalty in online and offline environments, International Journal of Research in Marketing,20(2),153-175.
Shapiro,C. (1983). Premiums for high quality products as returns to reputation. Quarterly. Journal of Economics,98,659-679.
Smith Adam (1776) the wealth of nations.
Smith, J. B.(1998). Buyer-seller relationships: bonds, relationship management and sex-type .Canadian. Journal of Administrative Sciences,15(1),76-92.
Stephen,S.T.,& Stephen,W.B.(1998).Recovering and Learning from Service Failure.Sloan management review , 49(1),75-88.
Storbacka,K., Strandvik,T.,& Gronroos, C.(1994).Managing customer relationships for profit: the dynamics of relationship quality. International Journal of Service Industry Management,5(5), 21–38.
Sung Ho Ha.,& Sang Chan Park.(1998). Application of data mining tools to hotel data mart on the Intranet for database marketing. Expert Systems with Application, 15, 1-31.
Susan, M.K.(1995).Customer switching behavior in service industries :An Exploratory study. Journal of marketing,59,71-81.
Jones.,& Sasser.(1995).Why satisfied customers defect . Harvard Business Review,，November-December,91.
Timothy,L.,Keiningham., Tiffany,P.M.,& Heather,E.(2003).The impact of customer satisfaction on share of Wallet in a Business to Business Environment.Journal of service research,6(1),37-50.
Zeithaml., Roland,T.,& Katharine, N.L.(2001).The Customer Pyramid : Creating and Serving Profitable Customers. California management Review,43(4),118-142.
Werner,J.R. & Kumar.(2003).The Impact of Customer Relation Characteristics on Profitable Lifetime Duration. Journal of Marketing,67(1),77-99.
Zeithaml. (1988).Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing,52(3), 2-22.


【網路資源】

美國CIA公共資源網站:https://www.cia.gov/library/publications/resources/the-world-factbook/geos.htm https://pswst.mol.gov.tw/psdn/Query/wFrmShowNew.aspx
美國CIA統計各國工業服務業相關比率
https://www.cia.gov/library/publications/resources/the-world-factbook/fields/2012.html#ch

 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
無相關點閱
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：970（臺灣：969，外國：1） ／ 本年度總使用人次：1780212 ／ 訪客人次（自102年09月）：67576760
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