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題名：顧客滿意評量之再探討
書刊名：管理評論
作者：葉凱莉 引用關係／喬友慶 引用關係
作者(外文)：Yieh, Kaili／Chiao, Yu-ching
出版日期：2001
卷期：20:2
頁次：頁87-111
主題關鍵詞：顧客滿意；服務品質；價格；Customer satisfaction；Ordered probit；Service quality；Price
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(13) 博士論文(0) 專書(1) 專書論文(0)
  • 排除自我引用排除自我引用:13
  • 共同引用共同引用:117
  • 點閱點閱:35
期刊論文
1.Parasuraman, A.、Berry, L. L.(1992)。Prescriptions for a Service Quality Revolution in America。Organizational Dynamics，20，5-15。  new window
2.Colletti, Deborach L.(1987)。Retail Banking Success: A Question of Quality。Bank Administration，63(4)，42-48。  new window
3.Peel, M. J.、Goode, M. M. H.、Moutinho, L. A.(1998)。Estimating Consumer Satisfaction: OLS Versus Ordered Probability models。International Journal of Commerce and Management，8(2)，75-93。  new window
4.Yi, Youjae(1993)。The Determinants of Consumer Satisfaction: the Moderating Role of Ambiguity。Advances in Consumer Research，20(1)，502-506。  new window
5.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing，70(3)，201-230。  new window
6.Kolodinsky, J.(1999)。Consumer Satisfaction with a Managed Health Care Plan。The Journal of Consumer Affairs，33(2)，223-236。  new window
7.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing，57(4)，18-34。  new window
8.Voss, Glenn B.、Parasuraman, A.、Grewal, Dhruv(1998)。The roles of price, performance, and expectations in determining satisfaction in service exchanges。Journal of Marketing，62(4)，46-61。  new window
9.唐麗英、胡安華(19960600)。滿意度模式建立與滿意構面確認之研究。交大管理學報，16(1)，55-74。new window  延伸查詢new window
10.Bolton, Ruth N.、Drew, James H.(1991)。A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes。Journal of Marketing，55(1)，1-9。  new window
11.Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing，63(2)，70-87。  new window
12.Athanassopoulos, A. D.(2000)。Customer satisfaction cues to support market segmentation and explain switching behavior。Journal of Business Research，47(3)，191-207。  new window
13.Lengnick-Hall, C. A.(1996)。Customer contributions to quality: a different view of the customer-oriented firm。The Academy of Management Review，21(3)，791-824。  new window
14.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
15.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research，25(2)，204-212。  new window
16.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
17.Doll, William J.、Torkzadeh, Gholamreza(1988)。The Measurement of End-User Computing Satisfaction。MIS Quarterly，12(2)，259-274。  new window
18.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
19.Ives, Blake、Olson, Margrethe H.、Baroudi, Jack J.(1983)。The Measurement of User Information Satisfaction。Communications of the ACM，26(10)，785-793。  new window
20.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
21.Fournier, Susan、Mick, David Glen(1999)。Rediscovering satisfaction。Journal of Marketing，63(4)，5-23。  new window
22.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
23.Mazis, Michael B.、Ahtola, Olli T.、Klippel, R. Eugene(1975)。A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes。Journal of Consumer Research，2(1)，38-52。  new window
24.Garvin, David A.(1987)。Competing on the Eight Dimensions of Quality。Harvard Business Review，65(6)，101-109。  new window
25.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research，14(4)，495-507。  new window
26.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
27.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
28.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
29.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
30.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
31.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
32.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
33.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
34.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
35.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
36.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
37.Berry, L. L.、Yadav, M. S.(1996)。Capture and Communicated Value in the Pricing of Services。Sloan Management Review，37，41-51。  new window
38.Chu, W.、Anderson, E. M.(1992)。Capturing Ordinal Properties of Categorical Dependent Variables: A Review with Application to Modes of Foreign Entry。International Journal of Research in Marketing，9，149-160。  new window
39.Iacobucci, D.、Graysion, K. A.、Ostrom, A. L.(1994)。The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration。Advances in Services Marketing and Management，1-67。  new window
40.Laroshe, M.、Rosenblatt, J.、Manning, T.(1986)。Services Used and Factors Considered Important in Selecting a Bank: An Investigation across Diverse Demographic Segments。International Journal of Bank Marketing，4(1)，35-55。  new window
41.Lewis, B.(1993)。Service Quality: Recent Development in Financial Services。International Journal of Bank Marketing，11，19-25。  new window
42.Spreng, R. A.、Dixon, A. L.、Olshavsky, R. W.(1993)。The Impact of Perceived Value on Satisfaction。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，6，50-55。  new window
學位論文
1.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
2.翁崇雄(1993)。評量服務品質與服務價值之研究：以銀行業為實證對象(博士論文)。國立臺灣大學，臺北市。new window  延伸查詢new window
圖書
1.Solomon, M. R.(1991)。Consumer Behavior: Buying, Having, and Being。Boston：Allyn and Bacon。  new window
2.Zikmund, W. G.(1991)。Business Research Method。Chicago：The Dryden Press。  new window
3.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
4.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
5.Nunnally, Jum C.(1967)。Psychometric Theory。McGraw-Hill。  new window
6.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
7.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1993)。Consumer Behavior。Dryden Press。  new window
圖書論文
1.Hunt, H. Keith(1977)。CS/D: Overview and future research directions。Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction。Marketing Science Institute。  new window
 
 
 
 
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