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題名：影響知覺服務品質與失驗的相關因素與關係品質績效關連性之研究
書刊名：中華管理學報
作者：張淑昭／林文寶 引用關係
作者(外文)：Chang, Su-chao／Lin, Wen-bao
出版日期：2001
卷期：2:1
頁次：頁1-18
主題關鍵詞：知覺服務品質；失驗；期望；Perceptivity on service quality；Disconfirmation；Expectation
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(2) 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:2
  • 共同引用共同引用:0
  • 點閱點閱:29
　　　　　本研究目的在探究基金投資人對於金融機構所提供服務品質的期望與知覺，並且這些因素與金融機構進行關係行銷活動對於消費者的滿意度或忠誠度的影響程度為何？運用倒傳遞類神經網路模式，透過232個投資者的問卷調查發現：影響投資人滿意度的主要因素為關係行銷活動與正面的失驗程度；投資人知覺服務品質程度會受到本身的期望水準與企業進行關係行銷活動因素的影響；投資人對於金融機構服務品質的期望水準與滿意度，在實證資料中，並沒有呈現正相關，可能原因為期望與滿意度之間會受到其他中介變項的影響。
　　　　　The purpose of this study is to investigate the expectation and perceptivity of funds investors on service quality being rendered by financial institutions, and to what extent will these factors be influencing the satisfaction and/or loyalty upon the relation marketing activity carried out by the financial institutions. With the application of reverse quasi-neural network model, a questionnaire survey over 232 investors finds that: The chief factor that affect the degree of satisfaction for investors is the relation marketing activity and the positive degree of disconfirmation; The degree of investors’ perceptivity on service quality will be influenced by the expectation level in itself as well as the factors arise from the relation marketing activity being proceeded by the enterprise. Among the concrete evidencing material, there is no realization of direct relevance against the expectation level and degree of satisfaction of investors upon the service quality provided by financial institution. The possible reason might be due to the influence of some other intermediary variables between the expectancy and degree of satisfaction.
期刊論文
1.Dover, P. A.、Olson, J. C.(1979)。Disconfirmation of consumer expectations through product trial。Journal of Applied Psychology，64(2)，179-189。  new window
2.Tears, Kenneth R.(1993)。Consumer Expectations and the Measurement of Perceived Service Quality。Journal of Professional Service Marketing，8(2)，33-54。  new window
3.Evans, Joel R.、Laskin, Richard L.(1994)。The Relationship Marketing Process: A Conceptualization and Application。Industrial Marketing Management，23(5)，439-452。  new window
4.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Marketing in Services Selling; An Interpersonal Influence Perspective。Journal of Marketing，54，63-81。  new window
5.Czepiel, J. A.、Solomon, M. R.(1990)。Service Encounter and Service Relationship: Implications for Research。Journal of Business Research，20，413-421。  new window
6.Barlow, R. G.(1992)。Relationship Marketing: The Ultimate in Customer Services。Retail Control，60，29-37。  new window
7.Bearden, W. O.、Teel, J. E.(1953)。Some Determinants of Consumer Satisfaction and Complaint Reports。Journal of Marketing Research，20，21-28。  new window
8.Selnes, F.(1993)。An Examination of the Effect of Product on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。  new window
9.Perrien, J.、Line, R.(1993)。The Implementation of Relationship Marketing in Commercial Banking。Industrial Marketing Management，22，141-148。  new window
10.Louis, A.、Sara, D.(1995)。A Concept of Commitment: Alternative Views of Relational Continuity in Business Service Relationship。Journal of Business and Industrial Marketing，10(5)，431-462。  new window
11.Christy, R.、Oliver, Gordon、Penn, J.(1996)。Relationship Marketing in Consumer Markets。Journal of Marketing Management，4，161-173。  new window
12.Bendall, D.、Powers, T. L.(1995)。Cultivating Loyal Patients。Marketing Health，15(4)，50-62。  new window
13.Perrien, J.、Richard, L.(1995)。The meaning of a marketing relationship: A pilot study。Industrial Marketing Management，24(1)，37-43。  new window
14.LaTour, S. A.、Peat, N. C.(1979)。Conceptual and Methodological Issues in Satisfaction Research。Advances in Consumer Research，6，431-437。  new window
15.Berry, Leonard L.、Zeithaml, Valarie A.、Parasuraman, A.(1985)。Quality counts in services, too。Business Horizons，28(3)，44-52。  new window
16.Olshavsky, Richard W.、Miller, John A.(1972)。Consumer Expectations, Product Performance, and Perceived Product Quality。Journal of Marketing Research，9(1)，19-21。  new window
17.Bitner, M. J.(1990)。Evaluating Service Encounter: The Effect of Physical Surroundings and Employee Responses。Journal of Marketing，54，69-81。  new window
18.Shani, D.、Chalasani, S.(1992)。Exploiting Niches Using Relationship Marketing。The Journal of Consumer Marketing，9(3)，33-42。  new window
19.Cadotte, Ernest R.、Woodruff, Robert B.、Jenkins, Roger L.(1987)。Expectations and Norms in Models of Consumer Satisfaction。Journal of Marketing Research，24(3)，305-314。  new window
20.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
21.Westbrook, Robert A.(1987)。Product/Consumption-Based Affective Responses and Postpurchase Processes。Journal of Marketing Research，24(3)，258-270。  new window
22.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
23.Spreng, Richard A.、Mackenzie, Scott B.、Olshavsky, Richard W.(1996)。A Reexamination of the Determinants of Consumer Satisfaction。Journal of Marketing，60(3)，15-32。  new window
24.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
25.Woodruff, Robert B.、Cadotte, Ernest R.、Jenkins, Roger L.(1983)。Modeling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research，20(3)，296-304。  new window
26.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
27.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
28.Brown, Stephen W.、Swartz, Teresa A.(1989)。A GAP analysis of professional service quality。Journal of Marketing，53(2)，92-98。  new window
29.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
30.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
31.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
32.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
33.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。  new window
34.Cronin, J. J. Jr.、Taylor, S. A.(1992)。Measuring service quality: A re-examination and extension。Journal of Marketing，56(3)，55-68。  new window
35.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
會議論文
1.曾光華(1995)。顧客資料庫與關係行銷。第二屆中小企業管理研討會。臺北：經濟部中小企業處。  延伸查詢new window
2.Hempel, Donald J.(1977)。Consumer satisfaction with the home buying process : conceptualization and measurement。Conference, conducted by Marketing Science Institute with support of National Science Foundation，(會議日期: 1976/04/11-04/13)。Cambridge, Mass：Marketing Science Institute。279-299。  new window
研究報告
1.Handy, C. R.、Pfaff, M. N.(1975)。Consumer Satisfaction with Food Products and Marketing Services。  new window
學位論文
1.張瑞玲(1994)。商業銀行零售金融關係行銷之研究(碩士論文)。國立政治大學。  延伸查詢new window
圖書
1.Sherif, M.、Hovland, C. I.(1961)。Social Judgement: Assimilation and Contrast Effects in Communication and Attitude Change。New Haven, CT：Yale University Press。  new window
2.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1986)。Consumer behavior。The Dryden Press。  new window
3.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
4.Kotler, P.(1994)。Marketing Management: Analysis, Planning and Control。Englewood Cliffs, N. J.。  new window
5.Schein, Edgar H.(1985)。Organizational culture and leadership: A dynamic view。Jossey-Bass。  new window
圖書論文
1.Hunt, H. K.(1977)。CS/D: Bits and Pieces。Consumer Satisfaction, Dissatisfaction and Complaining Behavior。Bloomington：School of Business, Indiana University。  new window
2.Yi, Y.(1990)。A Critical Review of Consumer Satisfaction。Review of Marketing。American Marketing Association。  new window
 
 
 
 
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