關係滿意、信任與承諾影響因素之探討--以銀行個人理財部門為例_

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題名：	關係滿意、信任與承諾影響因素之探討--以銀行個人理財部門為例
書刊名：	商管科技季刊
作者：	陳澤義／陳建州
作者(外文)：	Chen, Tser-yieth／Chen, Chien-chou
出版日期：	2004
卷期：	5:3
頁次：	頁349-375
主題關鍵詞：	關係滿意；關係承諾；關係品質；銷售人員屬性；Relationship quality；Salesperson's attributes；Relationship satisfaction；Commitment of relationship
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(7) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:7 共同引用:0 點閱:52

　　　　　本文旨在探討銀行個人理財部門與顧客間關係品質，受到理財專員個人屬性、銀行關係管理行為與顧客關係價值的影響程度。本研究以銀行個人理財部門為實證對象，探討服務人員屬性、關係銷售行為、關係滿意、信任、與承諾之間的因果關係。根據線性結構關係模式之分析結果顯示，銷售人員屬性、關係行為及關係價值對於顧客關係滿意與信任皆有增強的效果，而顧客對銷售人員及理財銀行的關係滿意度將會透過中介變數信任，正面強化其關係承諾。

以文找文

　　　　　The propose of this paper is to investigate the relationship quality between bank's financial planning department and customers. This paper investigates the casual relationship among salesperson's attributes, relationship management behavior, relationship satisfaction, trust and the commitment of relationship by way of the case of bank's customers. The LISREL result indicates that salesperson's attributes, relationship behavior and relationship value will positively influence relationship satisfaction and trust. The relationship satisfaction between customers and salespersons will positively influence commitment of relationship by way of the moderating variable of trust.

以文找文

期刊論文
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16.	Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing，51(2)，11-27。
17.	Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations。Journal of Marketing Research，29(3)，314-328。
18.	Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing，54(3)，68-81。
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22.	Lewis, J. David、Weigert, Andrew J.(1985)。Trust as a social reality。Social Forces，63(4)，967-985。
23.	Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science，23(4)，236-245。
24.	Anderson, Erin、Weitz, Barton(1992)。The use of pledges to build and sustain commitment in distribution channels。Journal of Marketing Research，29(1)，18-34。
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26.	Heide, Jan B.、John, George(1988)。The Role of Dependence Balancing in Safeguarding Transaction-Specific Assets in Conventional Channels。Journal of Marketing，52(1)，20-35。
27.	Zand, Dale E.(1972)。Trust and managerial problem solving。Administrative Science Quarterly，17(2)，229-239。
28.	Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。
29.	Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。
30.	Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing，58(2)，1-19。
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學位論文
1.	黃怡菁(2002)。關係認知、關係屬性及關係涉入程度與合作績效之關聯(碩士論文)。逢甲大學。延伸查詢

圖書
1.	Jöreskog, Karl G.、Sörbom, Dag(1984)。Analysis of linear structural relationship by maximum likelihood。Chicago, IL：Scientific Press。
2.	Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。
3.	MacNeil, I. R.(1980)。The New Social Contract: An Inquiry into Modem Contractual Relations。New Haven, C.T.：Yale University Press。
4.	Churchill, G. A. Jr.(1995)。Marketing Research: Methodological Foundations。The Dryden Press。
5.	DeVellis, Robert F.(1991)。Scale Development: Theory and Applications。Sage。
6.	Jöreskog, Karl G.、Sörbom, Dag(1993)。LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language。Scientific Software International。
7.	Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。

其他
1.	徐堯年(2000)。銀行顧客類型、服務滿意度與關係導向之研究。延伸查詢
2.	Andaleeb, S. S.(1996)。An experimental investigation of satisfaction and commitment in marketing channel: The role of trust and dependence。
3.	Baker, T. L., Simpson, P. M., & Siguaw, J. A.(1999)。The impact of suppliers' perception of reseller market orientation on key relationship constructs。
4.	Birgelen, M. V., Wetzels, M., & Ruyter, K. D.(1997)。Commitment in service relationship: An empirical test of Its antecedents and consequences。
5.	Johnson, D. W., & Johnson, S.(1972)。The effect of attitude similarity, expectation of goal facilitation, and actual goal facilitation on interpersonal attraction。
6.	Moorman, C., Deshpande', R, & Zaltman, G.(1993)。Factors affects trust in marketing research relationships。
7.	Purchasing, A. D.(1984)。Complete salesmanship: That's what buyers appreciate。
8.	Rempel, J. K., & Holmes J. G.(1986)。do I trust there?。
9.	Scanzoni, J.(1979)。Social exchange an behavioral independence。
10.	Swan, J. E., & Nolan, J. J.(1985)。Gaining customer trust: A conceptual guide for the salesperson。
11.	Wiener, J. L., & Mowen, J. C.(1985)。Source credibility: On the . independent effects of trust and expertise when attractiveness is held constant。
12.	Wray, B., Palmer, A., & Bejou, D.(1994)。Using neural network analysis to evaluate buyer-seller relationship。

圖書論文
1.	Derlega, V. J.、Winstead, B. A.、Wong, D. T. P.、Greenspan, M.(1987)。Self Disclosure and Relationship Development: An Attributional Analysis。Interpersonal Process: New Directions in Communication Research。London：Sage Publication, Inc.。

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