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題名：門診醫療服務品質與病患滿意度對於關係導向行為之影響
書刊名：醫護科技學刊
作者：陳仁惠 引用關係／鄭仲興／方世杰 引用關係
作者(外文)：Chen, Jen-huei／Cheng, Chung-hsing／Fang, Shih-chieh
出版日期：2005
卷期：7:2
頁次：頁187-202
主題關鍵詞：醫療服務品質；病患滿意度；關係導向行為；Medical service quality；Patient satisfaction；Relationship-oriented
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(10) 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:10
  • 共同引用共同引用:18
  • 點閱點閱:59
期刊論文
1.Babakus, E.、Mangold, W. G.(1992)。Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation。Health Services Research，26(6)，767-786。  new window
2.John, J.(1992)。Improving quality through patient provider communication。Journal of Health Care Marketing，11(4)，51-60。  new window
3.陳正男、曾倫崇、張婷玥(20010900)。連鎖便利商店服務品質、服務滿意度與加盟意向之關連性研究。產業金融季刊，112，86-105。  延伸查詢new window
4.Shemwell, Donald J.、Yavas, Ugur、Bilgin, Zeynep(1998)。Customer-service Provider Relationships: An Empirical Test of a Model of Service Quality, Satisfaction and Relationship-oriented Outcomes。International Journal of Service Industry Management，9(2)，155-168。  new window
5.張威龍、蕭君華(20030900)。後悔、滿意、再購意願及抱怨意圖的關係。科技學刊，12(5)，333-346。  延伸查詢new window
6.陳佩妮、鄭守夏、鍾國彪、林王美園(19970400)。臺灣地區醫療品質指標適用性之探討。中華公共衛生雜誌，16(2)，133-142。new window  延伸查詢new window
7.陳心田(20030600)。服務品質、顧客滿意度與顧客後續行為意圖：以海軍修護體系為例。科技管理學刊，8(2)，63-89。new window  延伸查詢new window
8.Bopp, K. D.(1990)。How patients evaluate the quality of ambulatory medical encounters: A marketing perspective。Journal of Health Care Marketing，10(1)，6-15。  new window
9.Donabedian, A.(1988)。Quality assessment and assurance: Unity of purpose, diversity of means。Inquiry，25(1)，173-192。  new window
10.Drew, J. H.、Bolton, R. N.(1991)。The structure of customer satisfaction: Effects of survey measurement。Journal of Consumer Satisfaction, Dissatisfaction and complaining Behavior，4，21-31。  new window
11.Gilbert, F. W.、Lumpkin, J. R.、Dant, R. P.(1992)。Adaptation and customer expectations of health care options。Journal of Health Care Marketing，12(3)，46-55。  new window
12.Lytle, R. S.、Mokva, M. P.(1993)。Evaluating health care quality: The moderating role of outcomes。Journal of Health Care Marketing，12(1)，4-14。  new window
13.Newman, J. W.、Werbel, R. A.(1973)。Multivariate analysis of brand royalty for major household appliances。Journal of Marketing Research，10(4)，404-409。  new window
14.廖森貴、蔡妙幸(20030300)。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。臺北科技大學學報，36(1)，139-150。new window  延伸查詢new window
15.Bolfing, Claire P.(1989)。How Do Customers Express Dissatisfaction and What Can Service Marketers Do About It?。Journal of Services Marketing，3(2)，5-23。  new window
16.DiMaggio, Paul J.、Louch, Hugh(1998)。Socially embedded consumer transactions: for what kinds of purchases do people most often use networks?。American Sociological Review，63(5)，619-637。  new window
17.Gronroos, C.(1995)。Relationship Marketing: The Strategy Continuum。Journal of the Academy of Marketing Science，23(4)，252-254。  new window
18.MacKenzie, Scott B.、Podsakoff, P. M.、Paine, J. B.(1999)。Do citizenship behaviors matter more for managers than for salespeople?。Journal of the Academy of Marketing Science，27(4)，396-410。  new window
19.Bullard, William R.、Shemwell, Donald J. Jr.、Cronin, J. Joseph Jr.(1994)。Relational Exchange in Services: An Empirical Investigation of Ongoing Customer Service-provider Relationships。International Journal of Service Industry Management，5(3)，57-68。  new window
20.Grewal, Dhruv、Krishnan, R.、Baker, Julie、Borin, Norm(1998)。The Effects of Store Name, Brand Name and Price Discounts on Consumers' Evaluations and Purchase Intentions。Journal of Retailing，74(3)，331-352。  new window
21.Hallowell, R.(1996)。The Relationship of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study。The International Journal Of Service Industry Management，7(4)，27-42。  new window
22.Smith, J. B.、Barclay, D. W.(1997)。The effects of organizational differences and trust on the effectiveness of selling partner relationship。Journal of Marketing，61(1)，3-21。  new window
23.Copulsky, Jonathan R.、Wolf, Michael J.(1990)。Relationship Marketing: Positioning for the Future。Journal of Business Strategy，11(4)，16-20。  new window
24.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
25.Parasuraman, A.、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
26.Athanassopoulos, A. D.(2000)。Customer satisfaction cues to support market segmentation and explain switching behavior。Journal of Business Research，47(3)，191-207。  new window
27.Oliva, Terence A.、Oliver, Richard L.、MacMillan, Ian C.(1992)。A catastrophe model for developing service satisfaction strategies。Journal of Marketing，56(3)，83-95。  new window
28.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
29.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
30.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
31.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
32.Ravald, Annika、Grönroos, Christian(1996)。The value concept and relationship marketing。European Journal of Marketing，30(2)，19-30。  new window
33.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。  new window
34.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
35.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing，9(4)，5-17。  new window
36.Mano, Haim、Oliver, Richard L.(1993)。Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction。Journal of Consumer Research，20(3)，451-466。  new window
37.Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science，24(1)，3-16。  new window
38.Brown, Stephen W.、Swartz, Teresa A.(1989)。A GAP analysis of professional service quality。Journal of Marketing，53(2)，92-98。  new window
39.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
40.Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing，47(1)，68-78。  new window
41.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
42.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
43.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。  new window
44.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
45.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
46.Podsakoff, Philip M.、MacKenzie, Scott B.、Lee, Jeong-Yeon、Podsakoff, Nathan P.(2003)。Common method biases in behavioral research: A critical review of the literature and recommended remedies。Journal of Applied Psychology，88(5)，879-903。  new window
47.File, Karen Maru、Judd, Ben B.、Prince, Russ Alan(1992)。Interactive Marketing: The Influence of Participation on Word-of-Mouth and Referrals。Journal of Service Marketing，6(4)，5-14。  new window
學位論文
1.翁承泰(1993)。醫院住院服務品質之實證研究(碩士論文)。國立臺灣大學。  延伸查詢new window
圖書
1.洪順慶(2001)。行銷管理。台北：新陸書局股份有限公司。  延伸查詢new window
2.Bagozzi, Richard P.(1980)。Causal Models in Marketing。New York, NY：John Wiley & Sons, Inc.。  new window
3.張紹勳(2000)。研究方法。臺中市：滄海。  延伸查詢new window
4.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。  new window
圖書論文
1.Dabholkar, P. A.(1995)。Contingency framework for predicting causality between customer satisfaction and service quality。Advances in Consumer Research。Urbana, Ill：Association for Consumer Research。  new window
2.Richins, Marsha L.、Root-Shaffer, Teri(1988)。The role of involvement and opinion leadership in consumer word-of-mouth: An implicit model made explicit。Advances in Consumer Research。Association for Consumer Research。  new window
3.Day, Ralph L.(1984)。Modeling choices among alternative responses to dissatisfaction。Advances in Consumer Research。Provo, UT：Association for Consumer Research。  new window
4.Oliver, Richard L.(1993)。A conceptual model of service quality and service satisfaction: Compatible goals, different concepts。Advances in Services Marketing and Management: Research and practice。JAI Press。  new window
5.Rust, R. T.、Oliver, R. L.(1994)。Service quality: Insights and managerial implications from the frontier。Service Quality: New Directions in Theory and Practice。Thousand Oaks, California：Sage Publications。  new window
 
 
 
 
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