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題名:服務環境下服務品質、服務價值、顧客滿意及顧客忠誠度關係之研究
書刊名:臺北科技大學學報
作者:廖森貴 引用關係蔡妙幸
作者(外文):Liao, Sen-kueiTsai, Muilier
出版日期:2003
卷期:36:1
頁次:頁139-150
主題關鍵詞:技術性品質功能性品質形象服務價值顧客滿意顧客忠誠度Technical qualityFunctional qualityImageService valueCustomer satisfactionCustomer loyalty
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(3) 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:3
  • 共同引用共同引用:0
  • 點閱點閱:47
期刊論文
1.Tellis, G. J.(1988)。Advertising Exposure, Loyalty, and Brand Purchase: A Two-Stage Model of Choice。Journal of Marketing Research,25(2),134-144。  new window
2.Fornell, Claes、Johnson, Michael D.(1991)。A framework for comparing customer satisfaction across individual and product categories。Journal of Economic Psychology,12(3),267-286。  new window
3.Sweeney, Julian C.、Soutar, Geoffrey N.、Johnson, Lester W.(1999)。The Role of Perceived Risk in the Quality-value Relationship: A Study in a Retail Environment。Journal of Retailing,75(1),77-105。  new window
4.Bayton, J. A.(1959)。Researching the corporateimage。Public Relation,1(4),3-8。  new window
5.Anderson, Paul F.(1982)。Marketing, Strategic Planning and the Theory of the Firm。Journal of Marketing,46,15-26。  new window
6.Bolton, R. N.、Drew, J. H.(1991)。A Multistage Model of Consumers' Assessments of Service Quality and Value。Journal of Consumer Research,17(3),375-384。  new window
7.Bolton, R. N.、Drew, J. H.(1991)。A Longitudinal Analysis of the Impacts of Service Changes on Customer Attitudes。Journal of Marketing,55(1),1-9。  new window
8.Copulsky, Jonathan R.、Wolf, Michael J.(1990)。Relationship Marketing: Positioning for the Future。Journal of Business Strategy,11(4),16-20。  new window
9.Fonvielle, W.(1997)。How to Know What Customers Really Want。Training and Development,51(9),40-44。  new window
10.Reichheld, Frederick F.、Schefter, Phil(2000)。E-Loyalty。Harvard Business Review,78(4),105-113。  new window
11.Grewal, D.、Monroe, K. B.、Krishnan, R.(1998)。The effects of price-comparisons advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions。Journal of Marketing,62(2),46-59。  new window
12.Lassar, Walfried M.、Winsor, Robert D.、Manolis, Chris(2000)。Service Quality Perspectives and Satisfaction in Private Banking。Journal of Services Marketing,14(3),244-271。  new window
13.Brown, G. H.(19520609)。Brand Loyalty-Fact or Fiction。Advertising Age,23,53-55。  new window
14.Lee, H.、Lee, Y.、Yoo, D.(2000)。The determinants of perceived service quality and its relationship with satisfaction。Journal of Services Marketing,14(3),217-231。  new window
15.Bagozzi, R. P.、Yi, Y.(1988)。On the Use of Structural Equation Model in Experimental Designs。Journal of Marketing Research,26(1),271-284。  new window
16.Griffin, Jill(1996)。The Internet's Expanding Role in Building Customer Loyalty。Direct Marketing,59(7),50-54。  new window
17.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。  new window
18.Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science,25(2),139-153。  new window
19.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
20.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。  new window
21.Dichter, Ernest(1985)。What's in an Image?。Journal of Consumer Marketing,2(1),75-81。  new window
22.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
23.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。  new window
24.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
25.Parasuraman, Ananthanarayanan(1997)。Reflections on gaining competitive advantage through customer value。Journal of the Academy of Marketing Science,25(2),154-161。  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.Ennew, Christine T.、Binks, Martin R.(1999)。Impact of participative service relationships on quality, satisfaction and retention: An exploratory study。Journal of Business Research,46(2),121-132。  new window
28.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research,14(4),495-507。  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.Parasuraman, Ananthanarayanan Parsu、Grewal, Dhruv(2000)。The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda。Journal of the Academy of Marketing Science,28(1),168-174。  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.Bolton, Ruth N.、Lemon, Katherine N.(1999)。A Dynamic Model of Customer's Usage of Services: Usage as an Antecedent and Consequence of Satisfaction。Journal of Marketing Research,36(2),171-186。  new window
33.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
34.Selnes, Fred(1993)。An examination of the effect of product performance on brand reputation, satisfaction and loyalty。Journal of Product & Brand Management,2(4),45-60。  new window
35.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
36.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
37.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
會議論文
1.Gunther, E. E.(1959)。Evaluating Corporate Image Measurement。The ARF Conference。  new window
學位論文
1.黃宏鈞(2001)。企業形象與服務品質對消費者再購行為之影響:顧客關係的中介效果(碩士論文)。國立臺灣大學。  延伸查詢new window
2.Gremler, Dwayne D.(1995)。The Effect of Satisfaction, Switching Costs, and Interpersonal Bonds on Service Loyalty(博士論文)。Arizona State University,Tempe, Arizona。  new window
圖書
1.Boulding, Kenneth E.(1959)。The Image。Ann Arbor, Mich.:University of Michigan Press。  new window
2.Siywotzky, Adrian J.(1996)。Value Migration。Harvard Business School Press。  new window
3.Gronroos, C.(2000)。Service management and marketing: Managing the moment of truth in service competition。Lexington, MA:Lexington Books。  new window
4.Jackson, Barbara Bund(1985)。Winning and Keeping Industrial Customers。Lexington Books。  new window
5.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。  new window
6.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
7.Monroe, Kent B.(1990)。Pricing: Marking Profitable Decision。New York:Harper and Row。  new window
8.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
9.Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey:Prentice Hall。  new window
10.Joreskog, K. G.、Sorbom, D.(1993)。LISREL 8: User's Reference Guide。Chicago:Scientific Software。  new window
 
 
 
 
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