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題名:服務價值與顧客滿意對顧客忠誠意願之影響:以大學繼續教育為例
書刊名:中華管理學報
作者:劉宗哲 引用關係林炳文尚榮安 引用關係
作者(外文):Liu, Chung-tzerLin, Ping-wenShang, Rong-an
出版日期:2005
卷期:6:3
頁次:頁29-46
主題關鍵詞:服務價值顧客滿意顧客忠誠Service valueCustomer satisfactionCustomer loyalty
原始連結:連回原系統網址new window
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  • 點閱點閱:23
期刊論文
1.Beerli, Asunción、Martín, Josefa D.、Quintana, Agustín(2004)。A Model of Customer Loyalty in the Retail Banking Market。European Journal of Marketing,38(1/2),253-275。  new window
2.Brady, M. K.、Robertson, C. J.(1999)。An Exploratory Study of Service Value in the United States and Ecuador。International Journal of Service Industrial Management,10(5),469-486。  new window
3.Buschor, C. B.、Forrer, E.、Merki, K.M.(2002)。The Willingness of Young Swiss to Participate in Continuing Education and Training: Initial Findings From a Survey of Young Adults。Education & Trainings,44(4/5),224-232。  new window
4.Chenet, P.、Tynan, C.、Money, A.(1999)。Service Performance Gap: Reevaluation and Redevelopment。Journal of Business Research,46(2),133-147。  new window
5.Gassenheimer, J. B.、Houston, F. S.、Davis, J. C.(1998)。The Role of Economic Value, Social Value, and Perceptions of Fairness in Interorganizational Relationship Retention。Journal of the Academy of Marketing Science,26(4),322-337。  new window
6.Hennig, T. T.、Langer, M. F.、Hansen, U.(2001)。Modeling and Managing Student Loyalty: An Approach Based on the Concept of Relationship Quality。Journal of Service Research,3(4),331-344。  new window
7.Joseph, M.、Joseph, B.(1997)。Employers' Perceptions of Service Quality in Higher Education。Journal of Marketing for Higher Education,8(2),1-13。  new window
8.Kaplan, P. L.、Saltiel, I. M.(1997)。Adult Who do It All: Balancing Work, Family and Schooling。Adult Learning,8(5/6),17-18。  new window
9.LeBlanc, Gaston、Nguyen, Nha(1999)。Listening to the Customer's Voice: Examining Perceived Service Value Among Business College Students。The International Journal of Educational Management,13(4),187-198。  new window
10.Michael, S. O.、Hamilton, A.、Dorsey, M. R.(1995)。Administering the Adult and Continuing Education Programme in a Free Market Economy: The Use of Strategic Marketing Planning。The International Journal of Educational,9(6),22-31。  new window
11.Narasimhan, K.(1997)。Improving Teaching and Learning: the Perceptions Minus Expectations Gap Analysis Approach。Training for Quality,5(3),121-125。  new window
12.Nilsson, L.、Johnson, M(2001)。The Impact of Quality Practices on Customer Satisfaction and Business Results: Product Versus Service Organizations。Journal of Quality Management,6(1),5-27。  new window
13.Owlia, M. S.、Aspinwall, E. M.(1997)。TQM in Higher Education-a Review。The International Journal of Quality & Reliability,14(5),527-543。  new window
14.Richardson, J. T.、King, E.(1998)。Adult Students in Higher Education: Burden or Boom?。Journal of Higher Education,69(1),65-68。  new window
15.Sevier, R. A.(2002)。Marketing Your Continuing Education Program。The Catalyst,31(1),15-17。  new window
16.Sirdeshmukh, D.、Singh, J.、Sabol, B.(2002)。Consumer Trust, Value, and Loyally in Relational Exchanges。Journal of Marketing,66(1),15-37。  new window
17.Zammuto, R. F.、Keaveney, S. M.、O'Connor, E. J.(1996)。Rethinking Student Services: Assessing and Improving Service Quality。Journal of Marketing for Higher Education,7(1),45-70。  new window
18.Athiyaman, A.(1997)。Linking Student Satisfaction and Service Quality Perceptions: the Case of University Education。European Journal of Marketing,31(7),528-540。  new window
19.Bloemer, J. M.、Lemmink, J. G. A. M.(1992)。The Importance of Customer Satisfaction in Explaining Brand and Dealer Loyalty。Journal of Marketing Management,8(4),351-364。  new window
20.Brady, M. K.、Robertson, C. J.、Cronin, J. J.(2001)。Managing Behavioral Intentions in Diverse Cultural Environments: an Investigation of Service Quality, Service Value, and Satisfaction for American and Ecuadorian Fast-Food Customers。Journal of International Management,7(2),129-149。  new window
21.Licata, J.、Frankwick, G. L.(1996)。University Marketing: A Professional Service Organization Perspective。Journal of Marketing for Higher Education,7(2),1-16。  new window
22.Long, P.、Tricker, T.、Rangecroft, M.、Gilroy, P.(1999)。Measuring the Satisfaction Gap: Education in the Market-Place。Total Quality Management,10(4/5),772-779。  new window
23.Nguyen, N.、LeBlance, G.(2001)。Image and Reputation of Higher Education Institutions in Students' Retention Decisions。The International Journal of Educational Management,15(6/7),303-311。  new window
24.Spreng, R. A.、Dixon, A. L.、Olshavsky, R. W.(1993)。The Impact of Perceived Value on Consumer Satisfaction。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,6,50-55。  new window
25.McAlexander, J. H.、Kaldenberg, D. O.、Koening, H. F.(1994)。Service quality measurement。Journal of Health Care Marketing,14(3),34-40。  new window
26.Oliver, Richard L.、Swan, John E.(1989)。Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing,53(2),21-35。  new window
27.Hauser, J. R.、Urban, G. L.(1986)。The Value Priority Hypothesis for Consumer Budget Plans。Journal of Consumer Research,12(4),446-462。  new window
28.Caruana, A.、Money, A. H.、Berthon, P. R.(2000)。Service Quality and Satisfaction-the Moderating Role of Value。European Journal of Marketing,34(11/12),1338-1353。  new window
29.Sweeney, Julian C.、Soutar, Geoffrey N.、Johnson, Lester W.(1999)。The Role of Perceived Risk in the Quality-value Relationship: A Study in a Retail Environment。Journal of Retailing,75(1),77-105。  new window
30.Bearden, William O.、Teel, Jesse E.(1983)。Selected Determinants of Consumer Satisfaction and Complaint Reports。Journal of Marketing Research,20(1),21-28。  new window
31.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
32.Grewal, D.、Monroe, K. B.、Krishnan, R.(1998)。The effects of price-comparisons advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions。Journal of Marketing,62(2),46-59。  new window
33.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
34.Soutar, G.、McNeil, M.(1996)。Measuring service quality in a tertiary institution。Journal of Educational Administration,34(1),72-82。  new window
35.McDugall, G. H. G.、Levesque, T(2000)。Consumer Satisfaction with Services: Putting Perceived Value into the Equation。Journal of Services Marketing,14(5),392-410。  new window
36.Park, Chung-Hoon、Kim, Young-Gul(2003)。Identifying key factors affecting consumer purchase behavior in an online shopping context。International Journal of Retail & Distribution Management,31(1),16-29。  new window
37.Patterson, P. G.、Spreng, R. A.(1997)。Modeling the Relationship Between Perceived Value, Satisfaction and Repurchase Intentions in Business-to-Business Service Context: An Empirical Examination。International Journal of Service Industry Management,8(5),415-432。  new window
38.Hausknecht, D. R.(1990)。Measurement scales in consumer satisfaction/dissatisfaction。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,3(1),1-11。  new window
39.Gaski, John F.、Nevin, John(1985)。The differential effects of exercised and unexercised power sources in marketing channel。Journal of Marketing Research,22(2),130-142。  new window
40.Straub, D. W.(1989)。Validating instruments in MIS research。MIS Quarterly: Management Information Systems,13(2),147-169。  new window
41.Cheng, Yin Cheong、Tam, Wai Ming(1997)。Multi-Models of Quality in Education。Quality Assurance in Education,5(1),22-31。  new window
42.Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science,25(2),139-153。  new window
43.Doll, William J.、Torkzadeh, Gholamreza(1988)。The Measurement of End-User Computing Satisfaction。MIS Quarterly,12(2),259-274。  new window
44.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing,59(1),17-28。  new window
45.Andreassen, Tor Wallin、Lindestad, Bodil(1998)。Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise。International Journal of Service Industry Management,9(1),7-23。  new window
46.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
47.Sirohi, Niren、McLaughlin, Edward W.、Wittink, Dick R.(1998)。A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer。Journal of Retailing,74(2),223-245。  new window
48.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
49.Kandampully, J.、Suhartanto, D.(2000)。Customer loyalty in the hotel industry: the role of customer satisfaction and image。International Journal of Contemporary Hospitality Management,12(6),346-351。  new window
50.Dodds, W. B.(1991)。In Search of Value: How Price and Store Name Information Influence Buyers, Product Perceptions。Journal of Services Marketing,5(3),27-36。  new window
51.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
52.Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。  new window
53.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
54.Spreng, Richard A.、Mackenzie, Scott B.、Olshavsky, Richard W.(1996)。A Reexamination of the Determinants of Consumer Satisfaction。Journal of Marketing,60(3),15-32。  new window
55.McDougall, Gordon H. G.、Levesque, Terrence(2000)。Customer satisfaction with services: Putting perceived value into the equation。Journal of Services Marketing,14(5),392-410。  new window
56.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
57.Bone, Paula Fitzgerald(1995)。Word-of-mouth effects on short-term and long-term product judgments。Journal of Business Research,32(3),213-223。  new window
58.Ennew, Christine T.、Binks, Martin R.(1999)。Impact of participative service relationships on quality, satisfaction and retention: An exploratory study。Journal of Business Research,46(2),121-132。  new window
59.Parasuraman, Ananthanarayanan Parsu、Grewal, Dhruv(2000)。The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda。Journal of the Academy of Marketing Science,28(1),168-174。  new window
60.Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing,63(4_suppl 1),33-44。  new window
61.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
62.Parasuraman, Ananthanarayanan Parsu、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
63.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
64.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。  new window
65.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
圖書
1.Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey:Prentice Hall。  new window
2.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
 
 
 
 
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