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題名:金融服務業顧客關係利益與忠誠度之探討
書刊名:臺灣管理學刊
作者:謝依靜 引用關係吳嘉慧
作者(外文):Hsieh, Yi-chingWu, Chia-huei
出版日期:2004
卷期:4:2
頁次:頁225-249
主題關鍵詞:關係利益忠誠度關係行銷資訊不對稱Relationship marketingRelational benefitsLoyaltyInformation asymmetry
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(2) 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:0
  • 點閱點閱:35
期刊論文
1.Brush, Thomas H.、Artz, Kendall W.(1999)。Toward a contingent resource‐based theory: the impact of information asymmetry on the value of capabilities in veterinary medicine。Strategic Management Journal,20(3),223-250。  new window
2.Krishnan, B. C.、Hartline, M. D.(2001)。Brand Equity: Is It More Important in Services?。Journal of Services Marketing,15(5),328-342。  new window
3.Zeithaml, V. A.(1981)。How consumer evaluation processes differ Between goods and services。Marketing of Services,9(1),25-32。  new window
4.Lin, N. P.、Chiu, H. C.、Hsieh, Y. C.(2001)。Investigating the Relationship Between Service Providers' Personality and Customers' Perceptions of Service Quality across Gender。Total Quality Management,12(1),57-67。  new window
5.Klemperer, P. D.(1987)。Markets With Consumer Switching Costs。Quarterly Journal of Economics,102(2),375-394。  new window
6.Stanley, S. M.、Markman, H. J.(1992)。Assessing Commitment in Personal Relationships。Journal of Marriage and the Family,54(3),595-608。  new window
7.Williams, Jerome D.、Han, Sang Lin、Qualls, William J.(1998)。A Conceptual Model and Study of Cross-Cultural Business Relationships。Journal of Business Research,42(2),135-143。  new window
8.McColl-Kennedy, J. R.、Fetter, Richard E. Jr.(2001)。An empirical examination of the involvement to external search relationship in search relationship in services marketing。Journal of Services Marketing,15(2),82-98。  new window
9.Wernerfelt, B.(1985)。Brand loyalty and user skills。Journal of Economic Behavior and Organization,6(4),381-385。  new window
10.Ganesh, Jaishankar、Arnold, Mark J.、Reynolds, Kristy E.(2000)。Under Standing the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers。Journal of Marketing,64(3),65-87。  new window
11.Moorman, C.、Deshpande, R.、Zaltman, G.(1993)。Factors effecting trust in market research relationships。Journal of Marketing,57(1),81-101。  new window
12.Aaker, D. A.(1991)。The Value of Brand Equity。Journal of Business Strategy,13(4),27-32。  new window
13.Bowen, J. T.、Shoemaker, S.(1998)。Loyalty: A strategic commitment。Cornell Hotel and Restaurant Administration Quarterly,39(1),12-25。  new window
14.Schlesinger, L.、Heskett, J.(1991)。Selves in Transition: Symbolic Consumption Failure in Services。Sloan Management Review,32,17-28。  new window
15.Johnson, J. L.(1999)。Strategic Integration in Industrial Channels: Managing the Interfirm Relationship as a Strategic Asset。Journal of the Academy of Marketing Science,27(1),4-180。  new window
16.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing,63,33-44。  new window
17.Backman, S. J.、Crompton, J. L.(1991)。Differentiating between high, spurious, latent, and low loyalty participants in two leisure services。Journal of Park and Recreation Administration,9(2),1-17。  new window
18.Barua, A.、Chellappa, R.、Whinston, A. B.(1995)。Creating a collaboratory in Cyberspace: Theoretical Foundation and an Implementation。Journal of Organizational Computing,5(4),417-442。  new window
19.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
20.Brown, G. H.(19520609)。Brand Loyalty-Fact or Fiction。Advertising Age,23,53-55。  new window
21.Sheth, Jagdish N.、Parvatiyar, Atul(1995)。Relationship Marketing in Consumer Markets: Antecedents and Consequences。Journal of the Academy of Marketing Science,23(4),255-271。  new window
22.Darden, W. R.、Dorsch, M. J.(1990)。An Action Strategy Approach to Examining Shopping Behavior。Journal of Business Research,21(3),289-308。  new window
23.Peterson, Robert A.(1995)。Relationship marketing and the consumer。Journal of the Academy of Marketing Science,23(4),278-281。  new window
24.Reynolds, Kristy E.、Beatty, Sharon E.(1999)。Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing。Journal of Retailing,75(1),11-32。  new window
25.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。  new window
26.Thorbjørnsen, Helge、Supphellen, Magne、Nysveen, Herbjørn、Pedersen, Per Egil(2002)。Building Brand Relationships Online: A Comparison of Two Interactive Applications。Journal of Interactive Marketing,16(3),17-34。  new window
27.Stigler, George Joseph(1961)。The Economics of Information。Journal of Political Economy,69(3),213-225。  new window
28.Espinoza, M. M.(1999)。Assessing the Cross-cultural Applicability of a Service Quality Measure: A Comparative Study between Quebec and Peru。International Journal of Service Industry Management,10(5),449-468。  new window
29.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
30.Gundlach, Gregory T.、Achrol, Ravi S.、Mentzer, John T.(1995)。The Structure of Commitment in Exchange。Journal of Marketing,59(1),78-92。  new window
31.Bendapudi, N.、Berry, L. L.(1997)。Customers' motivations for maintaining relationships with service providers。Journal of Retailing,73(1),15-37。  new window
32.Dorsch, M. J.、Swanson, S. R.、Kelley, S. W.(1998)。The role of relationship quality in the stratification of vendors as perceived by customers。Journal of the Academy of Marketing Science,26(2),128-142。  new window
33.Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science,26(2),101-114。  new window
34.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing,59(1),17-28。  new window
35.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing,51(2),11-27。  new window
36.Gruen, Thomas W.、Summers, John O.、Acito, Frank(2000)。Relationship marketing activities, commitment, and membership behaviors in professional associations。Journal of Marketing,64(3),34-49。  new window
37.Evans, Philip B.、Wurster, Thomas S.(1997)。Strategy and the new economics of information。Harvard Business Review,75(5),78-93。  new window
38.Fournier, Susan(1998)。Consumers and their brands: Developing relationship theory in consumer research。Journal of Consumer Research,24(4),343-373。  new window
39.Klein, Lisa R.(1998)。Evaluating the Potential of Interactive Media Through a New Lens: Search versus Experience Goods。Journal of Business Research,41(3),195-203。  new window
40.Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science,23(4),246-251。  new window
41.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。  new window
42.Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing,61(2),35-51。  new window
43.Murray, Keith B.、Schlacter, John L.(1990)。The Impact of Services Versus Goods on Consumers: Assessment of Perceived risk and Variability。Journal of the Academy of Marketing Science,18(1),51-65。  new window
44.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
45.Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science,22(2),99-113。  new window
46.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
47.Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science,23(4),236-245。  new window
48.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science,28(1),150-167。  new window
49.Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing,58(2),1-19。  new window
50.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。  new window
51.Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review,71(2),64-73。  new window
52.Darby, Michael R.、Karni, Edi(1973)。Free Competition and the Optimal Amount of Fraud。Journal of Law and Economics,16(1),67-88。  new window
53.Nelson, Phillip(1970)。Information and Consumer Behavior。Journal of Political Economy,78(2),311-329。  new window
54.Grönroos, Christian(1994)。From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing。Management Decision,32(2),4-20。  new window
55.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
56.Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing,65(2),81-93。  new window
圖書
1.Lovelock, C.、Vandermerwe, S.、Lewis, B.(1996)。Services marketing: A European perspective。Englewood Cliffs, NJ:Prentice-Hall。  new window
2.Heskett, James L.、Sasser, W. Earl、Hart, Christopher W. L.(1989)。Service breakthrough。New York:The Free Press。  new window
3.Reichheld, Frederick F.、Teal, Thomas(1996)。The Loyalty Effect: The Hidden Force behind Growth Profits, and Lasting Value。Boston:Harvard Business School Press。  new window
4.Wayland, R. E.、Cole, P. M.(1997)。Customer connections: New strategies for growth。Harvard Business School Press。  new window
5.Bhote, Keki R.(1996)。Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability。New York:American Management Assocation。  new window
6.Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY:Lexington Books。  new window
7.Kotler, Philip(1996)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
其他
1.Berscheid, E.(1983)。Emotion in Close Relationships。  new window
2.Datta, P. R.(2003)。The Determinants of Brand Loyalty。  new window
3.Doyle, S. X. & G T. Roth(1992)。Selling and Sales Management in Action: The Use of Insight Coaching to Improve Relationship Selling。  new window
4.Exter, T.(1986)。Looking for Brand Loyalty。  new window
5.Harris, L. C. & L. O’Malley(2000)。Maintaining Relationships: A Study of the Legal Industry。  new window
6.Iacobucci, D.(1992)。An Empirical Examination of Some Basic Tenets in Services: Goods-Services Continua。  new window
7.Metcalf, L. E., Frear, C. R., & R. Krishnan(1992)。Buyer-Seller Relationships: An Application of the IMP Interaction Model。  new window
8.Porter, M.(1985)。Competitive Advantage。  new window
9.Schwartz, E. I.(1999)。Digital Darwinism: Seven Breakthrough Business Strategies for Surviving in the Cutthroat Web Economy。  new window
10.Sirohi, N., McLaughlin, E. W., & D. R. Wittink(1998)。A Model of Customer Perceptions and Store Loyalty Intentions for a Supermarket Retailer。  new window
11.Vavra, T.(1992)。Aftermarketing: How to Keep Customers for Lfe Through Relationship Marketing。  new window
圖書論文
1.McAdams, D. P.(1988)。Personal Needs and Personal Relationships。Handbook of Personal Relationships: Theory, Research, and Interventions。New York:John Wiley & Sons。  new window
2.Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois:American Marketing Association。  new window
 
 
 
 
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