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題名:顧客滿意與營運績效之連結
書刊名:企業管理學報
作者:劉明德 引用關係
作者(外文):Liu, Ming-te
出版日期:2004
卷期:61
頁次:頁73-98
主題關鍵詞:分析層級程序法資料包絡分析顧客滿意營運績效Analytic hierarchy processAHPData envelopment analysisDEACustomer satisfactionOperation performance
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(4) 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:4
  • 共同引用共同引用:98
  • 點閱點閱:152
期刊論文
1.劉明德、方之光、王士峰(20030500)。非營利組織之顧客滿意評量模式建立程序。非營利組織管理學刊,1,53-72。  延伸查詢new window
2.Cardozo, R. N.(1965)。An experimental study of consumer effort, expectation and satisfaction。Journal of marketing Research,2(3),244-249。  new window
3.Woodside, A. G. F.、Daly, R. T.、Frey, L. L.(1989)。Linking Service Quality. Consumer Satisfaction, and Behavioral Intention。Journal of Health Care Marketing,9(4),5-17。  new window
4.Ghotb, F.、Warren, L.(1995)。A Case Study Comparison of Analytic Hierarchy Process And A Fuzzy Decision Methodology。The Engineering Economist,40(3),233-246。  new window
5.Linoff, G.(1999)。Data Mining。Inform,13(9),18-22。  new window
6.Saaty, Thomas L.(1987)。Rank Generation, Preservation, and Reversal in the Analytic Hierarchy Decision Process。Decision Sciences,18(2),157-177。  new window
7.Yi, Youjae(1993)。The Determinants of Consumer Satisfaction: the Moderating Role of Ambiguity。Advances in Consumer Research,20(1),502-506。  new window
8.Oliver, R. L.(1993)。Cognitive, affective, and attribute base of the satisfaction response。Journal of Consumer Research,20(3),418-430。  new window
9.蘇雄義、曹耀鈞(20010500)。資料包絡分析與分析層級程序兩種模式於科技類股投資組合決策之應用研究。證券暨期貨管理,19(5),1-22。  延伸查詢new window
10.江勁毅、曾國雄(20000600)。新的DEA效率衡量方式:以模糊多目標規劃建立之效率達成度。管理學報,17(2),369-388。new window  延伸查詢new window
11.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research,25(2),204-212。  new window
12.Cockburn, C.、Wilson, T. D.(1996)。Business Use of the World-Wide Web。International Journal of Information Management,16(2),83-102。  new window
13.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
14.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing,59(1),17-28。  new window
15.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
16.Parasuraman, Ananthanarayanan(1997)。Reflections on gaining competitive advantage through customer value。Journal of the Academy of Marketing Science,25(2),154-161。  new window
17.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
18.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research,14(4),495-507。  new window
19.Farrell, Michael James(1957)。The Measurement of Productive Efficiency。Journal of the Royal Statistical Society: Series A (General),120(3),253-290。  new window
20.Charnes, Abraham、Cooper, William W.、Rhodes, Edwardo(1978)。Measuring the efficiency of decision making units。European Journal of Operational Research,2(6),429-444。  new window
21.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
22.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, A.(1993)。The Nature and Determinants of Customer Expectations of Service。Journal of the Academy of Marketing Science,21(1),1-12。  new window
23.Müller, Wolfgang(1991)。Gaining competitive advantage through customer satisfaction。European Management Journal,9(2),201-211。  new window
24.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
25.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
26.Ness, J. A.、Schroeck, M. J.、Letendre, R. A.、Douglas, W. J.(2001)。The Role of ABM in Measuring Customer Value。Strategic Finance,82,44-49。  new window
27.Elliott, G.、Glynn, W.(1998)。Segmenting Financial Services Markets for Customer Relationships: A Portfolio-based Approach。The Service Industries Journal,18(3),38-54。  new window
會議論文
1.范慶南(2000)。eCRM實戰經驗談。資訊人成功進軍電子商務研究會。  延伸查詢new window
學位論文
1.劉炎旗(1992)。商店印象與行銷策略之研究--以量販店與連鎖便利商店為實證(碩士論文)。國立政治大學。  延伸查詢new window
2.郭興恩(1999)。會員消費資料分析與探勘(碩士論文)。國立雲林科技大學。  延伸查詢new window
3.鄭傑之(2000)。資料庫行銷:以顧客獲利性為基礎配置行銷資源(碩士論文)。國立中正大學。  延伸查詢new window
4.黃旭男(1993)。資料包絡分析法使用程序之研究及其在非營利組織效率評估上之應用(博士論文)。國立交通大學。new window  延伸查詢new window
圖書
1.Engle, J. F.、Blackwell, R. D.、Miniard, P. W.(1984)。Consumer Behavior。Dryden Press。  new window
2.Saaty, T. L.、Forman, E. H.(1993)。The Hierarchon: A Dictionary of Hierarchies。Pittsburgh, PA:RWS Publication。  new window
3.Satty, Thomas L.(1988)。The Analytic Hierarchy Process。Pittsburgh:New York:RWS Publications:McGraw-Hill。  new window
4.Saaty, Thomas L.(1990)。Decision Making for Leaders: The Analytic Hierarchy Process for Decisions in a Complex World。RWS Publications。  new window
5.Saaty, Thomas L.、Vargas, Luis G.(1991)。Prediction, Projection and Forecasting: Applications of the Analytic Hierarchy Process in Economics, Finance, Politics, Games, and Sports。Kluwer Academic Publishers。  new window
6.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
7.Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
8.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
9.Saaty, Thomas L.(1980)。The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation。McGraw-Hill。  new window
圖書論文
1.Hunt, H. Keith(1979)。CS/D-Overview and Future Research Direction。Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction。Cambridge, MA:Marketing Science Institute。  new window
2.Miller, J. A.(1997)。Studying Satisfaction, Modifying Models, Eliciting Expectation, Posing Problem, and Making Meaningful Measurements。Conceptualization and measurement of consumer satisfaction and dissatisfaction。Cambridge MA:Marketing Science Institute。  new window
 
 
 
 
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