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題名:壽險業保險孤兒服務修復策略之研究
書刊名:保險實務與制度
作者:張愛華 引用關係葉詩旻
作者(外文):Chang, Ai-hwaYeh, Shih-min
出版日期:2005
卷期:4:2
頁次:頁193-230
主題關鍵詞:保險孤兒服務修復滿意度口碑行為再購意圖Orphan policyholderService recoverySatisfactionWord-of-mouthRepurchase intentions
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(1) 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:1
  • 共同引用共同引用:28
  • 點閱點閱:38
期刊論文
1.陳志遠、藍政偉(20001200)。消費者抱怨行為、抱怨處理方式及其抱怨處理後行為之研究。企業管理學報,48,139-172。new window  延伸查詢new window
2.謝耀龍(19991200)。網際網路對壽險業行銷策略之影響。壽險季刊,114,23-41。  延伸查詢new window
3.Zemke, Ron、Bell, Chip(199006)。Service Recovery: Doing It Right the Second Time。Training,27(6),42-48。  new window
4.謝耀龍(20030900)。顧客關係管理與壽險行銷。保險實務與制度,2(2),117-145。new window  延伸查詢new window
5.Bearden, Frank C.(1998)。The story of a replacement。Life Association News,93(11),52-53。  new window
6.Bell, Allison(1996)。Insurers Continue To Ignore 'Orphan' Policyholders。National Underwriter (Life and Health/financial Services Ed.),20。  new window
7.Bradshaw, David、Brash, Colin(2001)。Managing customer relationship in the e-business world: how to personalise computer relationships for increased profitability。International Journal of Retail and Distribution Management,29(12),520-529。  new window
8.Crews, Chip、Halperin, Larry(2003)。How to create successful agency succession planning。National Underwriter (Life and Health/Financial Services Ed,107(6),14。  new window
9.Higgins, Barry(2001)。Pru program lets agents earn ownership in their book of business。National Underwriter (Life and Health/Financial Services Ed.),105(35),39。  new window
10.Members of the CPCU Society's Central Illinois Chapter(1999)。Shopping for Value: Insurance Distribution in the Information Age。CPCU Journal,140-152。  new window
11.Prince, Russ Alan(19980223)。Agents look to capitalize practices。National Underwriter (Life and Health/Financial Services Ed.),102(8),25-26。  new window
12.Purushotham, Marianne C.(2002)。Individual Life Persistency Measures。LIMRA's Market Facts,Winter,71-73。  new window
13.Razza, Joseph C. Jr.(1985)。New York Life's Successor Agent Program。Life Association News,80(7),21-22。  new window
14.Siefe, Mike(2001)。The battle over clients is raging as the career system fades。National Underwriter (Life and Health/Financial Services Ed.),105(5),7-8。  new window
15.Stalley, Donna B.(199411)。Once an orphan, always an orphan?。LIMRA's marketFacts,13(6),20-27。  new window
16.Stein, Larry(1995)。When a death claim comes knocking, are we ready?。Life Association News,90(9),142-143。  new window
17.Trencher, Mark L.(199911)。Life distribution shifts: Decision time for financial service providers。Journal of Financial Service Professionals,53(6),76-85。  new window
18.Wecker, Richard A.(200211)。Recruit and retain。Journal of Financial Service Professionals,56(6),59-68。  new window
19.Yoder, Eric(1998)。Lost between 2 agents。Life Association News,93(10),56-62。  new window
20.Levesque, T. J.、McDougall, G. H. G.(2000)。Service problems and recovery strategies: an experiment。Canadian Journal of Administrative Sciences,17(1),20-37。  new window
21.Tax, S. S.、Brown, S. W.(1998)。Recovering and Learning from Service Failures。Sloan Management Review,40(1),75-88。  new window
22.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1991)。Understanding Customer Expectation of Service。Sloan Management Review,32(3),39-48。  new window
23.Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research,36(3),356-372。  new window
24.Gilly, M. C.(1987)。Post Complaint Processes: From Organizational Response to Repurchase Behavior。Journal of Consumer Affair,21(2),293-313。  new window
25.鄭紹成(20020700)。服務補救滿意構面之探索性研究。管理評論,21(3),49-68。new window  延伸查詢new window
26.Swanson, S. R.、Kelley, S. W.(2001)。Attributions and outcomes of the service recovery process。Journal of Marketing Theory and Practice,9(4),50-65。  new window
27.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
28.Lewis, Barbara R.、Spyrakopoulos, Sotiris(2001)。Service failures and recovery in retail banking: the customers' perspective。International Journal of Bank Marketing,19(1),37-48。  new window
29.Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing,69(4),429-452。  new window
30.Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing,9(1),15-23。  new window
31.Dasu, S.、Rao, J.(1999)。Nature and Determinants of Customer Expectations of Service Recovery in Health Care。Quality Management in Health Care,7(4),32-50。  new window
學位論文
1.吳錦棉(2002)。國內醫療服務缺失及服務補救現況之探討--以桃園縣區域醫院為例(碩士論文)。元智大學,桃園。  延伸查詢new window
2.陳志誠(1997)。服務缺失,補救措施與顧客滿意之研究--以台北市百貨公司為例(碩士論文)。國立交通大學。  延伸查詢new window
3.葉詩旻(2004)。壽險業保險孤兒服務修復策略之研究(碩士論文)。國立政治大學。  延伸查詢new window
4.韓維中(2001)。服務缺失、顧客歸因與補救回復之滿意度模式(碩士論文)。國立臺灣大學。  延伸查詢new window
圖書
1.Ingrisano, J.、Clu, R.、Ingrisano, C. M.、陳彩稚(1999)。保險字典。台北:廣場文化。  延伸查詢new window
2.Baron, Steve、Harris, Kim(1995)。Service Marketing Text and Cases。London:MACMILLAN。  new window
3.Brown, Jane Lightcap.(1996)。Insurance Administration。Georgia, Atlanta:LOMA。  new window
4.Drzewiecki, Kelly(2001)。Conservation Methods and Procedures: Life Insurance。Hartford:LIMRA。  new window
5.McCarthy, Tracy(1998)。Persistency and Replacement: A Company Practice Survey for Chile。Hartford:LIMRA。  new window
6.Mitchel, James O.(2000)。Orphan Policyholder Management: Company Practices and Viewpoints。Hartford:LIMRA。  new window
7.Mitchel, James O.、Selby, Mary-Beth(2001)。Orphan Policyholder Management: CASE STUDIES。Hartford:LIMRA。  new window
8.Stally, Donna B.、Van Gorder, Phyllis M.(1994)。Orphan Policyholder Service Compensation。Hartford:LIMRA。  new window
9.謝耀龍(199802)。壽險行銷。臺北:華泰。  延伸查詢new window
10.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York:The Free Press。  new window
11.Lovelock, C.、Vandermerwe, S.、Lewis, B.(1999)。Service marketing: A European perspective。New York。  new window
12.Allen, S. B.、Goodwin, G. W.、Herrod, J. W.,(1997)。Life and Health Insurance Marketing。Georgia, Atlanta:LOMA。  new window
其他
1.孫中英(20000604)。孤兒保單別急著解約避免領回縮水解約金,宜先向保險公司尋求服務及協助。  延伸查詢new window
2.葉慧心(20000601)。保單變孤兒別急著解約宜先詢問後續服務審慎比較得失再採取措施。  延伸查詢new window
圖書論文
1.Huggins, Kenneth、Land, Robert D.(1997)。Glossary。Operations of Life and Health Insurance Companies。Georgia, Atlanta:LOMA。  new window
 
 
 
 
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