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題名:服務補救、服務價值、抱怨處理後滿意度與關係行銷之研究
書刊名:臺北科技大學學報
作者:謝作明廖森貴 引用關係
作者(外文):Hsie, Tsuo-mingLiao, Sen-kuei
出版日期:2002
卷期:35:2
頁次:頁187-204
主題關鍵詞:服務補救服務價值顧客滿意關係行銷Service recoveryService valueCustomer satisfactionRelationship marketing
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(4) 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:4
  • 共同引用共同引用:0
  • 點閱點閱:47
服務人員在與顧客的接觸過程中,難免會有服務失誤的情形發生,造成顧客的負面反應,然而如果業者能夠透過服務補救來挽回失誤的情形,將有可能會使得消費者更滿意該企業。過去少有人從消費者角度探討服務失誤後補救與服務價值、滿意度之關係,本研究之目的在探討服務補救、服務價值、補救後滿意度與關係行銷之關係。 選定與醫療業者以及與銀行業者有消費經驗的消費者發放問卷,以線性結構方程式(LISREL)進行資料的實證分析,研究結果發現顯著的正向關係存在於(1)服務補救對服務價值;(2)服務補救對抱怨處理後滿意度;(3)服務補救對關係行銷;(4)服務價值對關係行銷;(5)抱怨處理後滿意度對服務價值;(6)抱怨處理後滿意度對關係行銷。研究結果也顯示了醫療業與銀行業的差異在於:醫療業的服務補救對抱怨處理後滿意度不甚顯著,推估可能是因為醫療業的服務補救發生機率不大或效果不顯著之故。
Due to the variety of customers' need and the variation of services, service failure is considered as a matter of the inevitable issue. If dealing with service failure properly, not only can the enterprise recover the customers' satisfaction, create higher service value but also maintain better relationship with them. The study proposed a theoretical framework relating service recovery to service value, to customer satisfaction, and to relationship marketing. The Purpose of the study was to investigate the relationship between service recovery (SR), service value (SV), customer satisfaction (CS), and relationship marketing (RM). To test the proposed hypotheses, an empirical model of the relationships between SR, SV, CS, and RM was conducted. LISREL was used to test the model with the questionnaire gathered in the bank and medical industry. The results revealed that certain relationships between the constructs do appear to respond to each other. They were: (1) SR has a direct significant positive effect on SV. (2) SR has direct significant positive effect on CS in the bank industry, but not in the medical services. (3) SR has a direct significant positive effect on RM. (4) SV has a direct significant positive effect on RM. (5) CS has a direct significant positive effect on RM. (6) SR has a direct significant positive effect on SV.
期刊論文
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4.Fornell, Claes、Johnson, Michael D.(1911)。A Framework for Comparing Customer Satisfaction across Individuals and Product Categories。Journal of Economic Psychology,12(2),267-286。  new window
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6.Boshoff, Christo(1999)。An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery。Journal of Service Research,1(3),236-249。  new window
7.Goodwin, C.、Ross, I.(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25(2),149-163。  new window
8.Bagozzi, R. P.、Yi, Y.(1988)。On the Use of Structural Equation Model in Experimental Designs。Journal of Marketing Research,26,271-284。  new window
9.Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review,67(4),28-32。  new window
10.Hoffman, K. D.、Kelly, S. W.、Rotalsky, H. M.(1995)。Tracking Service Failure and Employee Recovery Efforts。Journal of Service Marketing,9(2),49-61。  new window
11.Kelley, S. W.、Hoffman, K. D.、Davis, M. A.(1993)。A Typology of Retail Failure and Recoveries。Journal of Retailing,69(4),429-452。  new window
12.Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science,22(1),52-61。  new window
13.Morton, John、Rys, Melanie E.(1987)。Price Elasticity Prediction: New Research Tool for the Competitive 80s。Marketing News,21(1)。  new window
14.Tax, S. S.、Brown, S. W.、Chandrashekaran, M.(1998)。Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing。Journal of Marketing,62(2),60-76。  new window
15.Westbrook, R. A.(1980)。Intrapersonal affective influences on consumer satisfaction with products。Journal of Consumer Research,7(1),49-54。  new window
16.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
17.Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management,16(2),399-432。  new window
18.Anderson, James C.、Gerbing, David W.(1988)。An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment。Journal of Marketing Research,25(2),186-192。  new window
19.Woodruff, Robert B.、Cadotte, Ernest R.、Jenkins, Roger L.(1983)。Modeling Consumer Satisfaction Process Using Experience-Based Norms。Journal of Marketing Research,20(3),296-304。  new window
20.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
21.Moorman, Christine、Deshpande, Rohit、Zaltman, Gerald(1993)。Factors Affecting Trust in Market Relationships。Journal of Marketing,57(1),81-101。  new window
22.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。  new window
23.Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing,12(1),7-22。  new window
24.Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management,8(2),110-130。  new window
25.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
26.Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。  new window
27.Smith, Amy K.、Bolton, Ruth N.、Wagner, Janet(1999)。A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery。Journal of Marketing Research,36(3),356-372。  new window
28.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
29.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
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31.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
圖書
1.Weinstein, Art、Johnson, William C.(1999)。Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications,。Roca Raton:St. Lucie Press。  new window
2.Jackson, Barbara B.(1985)。Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships。Lexington, MA:D. C. Heath and Company。  new window
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4.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
5.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
6.Monroe, Kent B.(1990)。Pricing: Making Profitable Decisions。New York:McGraw-Hill。  new window
7.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  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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