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題名：社會友誼關係於客製化服務作業中對顧客再使用意願之影響--以會館產業為例
書刊名：行銷評論
作者：陳禹辰 引用關係／李惠熙／林安凱
作者(外文)：Chen, Yu-chen／Lee, Richard／Lin, An-kai
出版日期：2005
卷期：2:4
頁次：頁463-489
主題關鍵詞：客製化服務作業；會館產業；再使用意願；服務業；社會友誼關係；Tailor-made service process；Convention industry；Repurchase intention；Service industry；Social friendship relation
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(2) 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:60
  • 點閱點閱:62
傳統行銷理論主張，消費者認知的服務品質愈好，滿意度會愈高，未來愈有可能再次使用業者的服務。但是某些產業，如會館業，常需根據顧客需求客製化其服務作業流程，要確保或提升服務品質並不容易，令顧客滿意並與顧客發展出長期而有價值的關係變得非常困難。本研究擬探討社會友誼關係在顧客再使用決策中扮演的角色，並嘗試釐清其與服務品質、顧客滿意及會館消費者的再使用意願彼此間的關係。本研究採問卷調查蒐集資料，並利用LISREL來驗證研究架構。結果發現：社會友誼關係提升顧客認知的品質，進而影響顧客滿意度及再使用意願，同時社會友誼關係亦直接正向影響再使用意願。
This study investigates the role of Social Friendship Relation plays in consumers' repurchase behavior. Extant literature argues that customers' perceived quality is positively related with perceived satisfaction and re-purchase intention. However, some industries may have to tailor make it's service process according to each customer's unique need. For example, customers of convention service industry may need a unique assortment of services such as convention, recreation, hotel, exercise etc. It is difficult for marketers to maintain customers' perception of service quality. A survey was conducted. LISREL was utilized to verify the theoretical framework. The results reveal that a better social friendship relation between the marketers and customers will increase customers' perception of service quality, which in turn will enhance their perception of satisfaction and intention to repurchase. More importantly, social friendship relation positively and directly influences customers' repurchase intention.
期刊論文
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6.何雍慶、黃淑琴(20021000)。從交換理論與對偶觀點探索商業友誼結構。中華管理評論，5(4)，35-54。  延伸查詢new window
7.何雍慶、黃淑琴、蔡翠旭(20031200)。從顧客觀點探討關係動機對顧客忠誠之影響--商業友誼中介模式。東海管理評論，6(1)，137-174。new window  延伸查詢new window
8.Gwinner, K. P.、Gremler, D. D.、Bitner, M. J.(1998)。Relational Benefits in Services Industry: The Customer's Perspective。Journal of Academy of Marketing Science，26(2)，101-114。  new window
9.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
10.Sharma, A.、Tzokas, N.、Saren, M.、Kyziridis, P.(1999)。Antecedents and Consequences of Relationship Marketing。Industrial Marketing Management，28(6)，601-611。  new window
11.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
12.LaBarbera, Priscilla A.、Mazursky, David(198311)。A Longitudinal Assessment of Customer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process。Journal of Marketing Research，20(4)，393-404。  new window
13.Humphreys, M. A.、Williams, M. R.(1996)。Exploring the Relative Effects of Salesperson Interpersonal Process Attributes and Technical Product Attributes on Customer Satisfaction。Journal of Personal Selling and Sales Management，16(3)，47-57。  new window
14.Taylor, S. A.、Baker, T. L.(1994)。An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions。Journal of Retailing，70(2)，163-178。  new window
15.Sheth, J. N.、Sisodia, R. S.、Sharma, A. J.(2000)。The antecedents and consequences of customer-centric marketing。Journal of the Academy of Marketing Science，28(1)，55-66。  new window
16.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1991)。Understanding Customer Expectation of Service。Sloan Management Review，32(3)，39-48。  new window
17.Berry, L. L.、Zeithaml, V. A.、Parasuraman, A.(1990)。Five imperatives for improving service quality。Sloan Management Review，31(4)，29-38。  new window
18.Bendapudi, N.、Berry, L. L.(1997)。Customers' motivations for maintaining relationships with service providers。Journal of Retailing，73(1)，15-37。  new window
19.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research。Journal of Marketing，58(1)，111-124。  new window
20.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research，25(2)，204-212。  new window
21.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。  new window
22.Price, Linda L.、Arnould, Eric J.(1999)。Commercial Friendships: Service Provider-Client Relationships in Context。Journal of Marketing，63(4)，38-56。  new window
23.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
24.Yang, Zhilin、Peterson, Robin T.(2004)。Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs。Psychology & Marketing，21(10)，799-822。  new window
25.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
26.Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。  new window
27.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
28.Kotler, Philp(1992)。Marketing's new paradigm: what's really happening out there?。Planning Review，20(5)，50-52。  new window
29.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
30.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research，4(3)，230-247。  new window
31.Szymanski, David M.、Henard, David H.(2001)。Customer Satisfaction: A Meta-analysis of the Empirical Evidence。Journal of the Academy of Marketing Science，29(1)，16-35。  new window
32.何雍慶、蘇雲華(19950700)。服務行銷領域顧客滿意模式及服務品質模式之比較研究。輔仁管理評論，2(2)，37-64。new window  延伸查詢new window
33.黃光國(19991200)。也談「人情」與「關係」的構念化。本土心理學研究，12，215-248。new window  延伸查詢new window
34.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
35.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
36.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
37.Price, L. L.、Arnould, E. J.、Deibler, S. L.(1995)。Consumers' emotional responses to service encounters: The influence of the service provider。International Journal of Service Industry Management，6(3)，34-63。  new window
38.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
39.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
40.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
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會議論文
1.金耀基(1980)。人際關係中的人情之分析(初探)。第一屆漢學會議。臺北：中央研究院。413-428。  延伸查詢new window
2.Coote, L.(1994)。Implementation of Relationship Marketing in an Accounting Practice。Relationship marketing : theory, methods, and applications : 1994 Research Conference proceedings。Atlanta：Goizueta Business School, Emory University。  new window
學位論文
1.高力行(2002)。商業友誼對服務品質、顧客滿意與顧客忠誠影響之研究--以汽車修護業與產險業為例(碩士論文)。朝陽科技大學。  延伸查詢new window
2.章彩瑛(1999)。美髮業關係品質模式之研究(碩士論文)。大葉大學。  延伸查詢new window
3.劉崇義(2001)。顧客滿意之研究--以壽險業為例(碩士論文)。中原大學。  延伸查詢new window
圖書
1.Bell, R. R.(1981)。Worlds of Friendship。Beverly Hills, CA：Sage。  new window
2.Rawlins, W. K.(1992)。Friendship matters:Communication, dialectics, and the life course。New York：Aldine de Gruyter。  new window
3.Selman, R. L.(1980)。The Growth of Interpersonal Understanding: Developmental and Clinical Analyses。New York, NY：Academic Press。  new window
4.周文賢(2000)。多變量統計分析：SAS/STAT使用方法。臺北：智勝文化事業有限公司。  延伸查詢new window
5.Rust, Roland T.、Zahorik, Anothony J.、Keiningham, Timothy L.(1996)。Service Marketing。New York：Mcgraw-Hill。  new window
6.Levinger, G.、Snoek, J. D.(1972)。Attraction and Relationship: A New Look at Interpersonal Attraction。Morristown, NJ。  new window
7.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。  new window
8.陳正昌、程炳林(1998)。SPSS、SAS、BMDP統計軟體在多變量統計上的應用。臺北市：五南圖書出版股份有限公司。  延伸查詢new window
9.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
圖書論文
1.Goodwin, C.、Gremler, D. D.(1996)。Friendship over the counter: How social aspects of service encounters influence consumer service loyalty。Advances in Services Marketing and Management。JAI Press。  new window
2.Hempel, Donald J.(1997)。Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement。The Conceptualization of Consumer Satisfaction and Dissatisfaction。Cambridge, Massachusetts：Marketing Science Institute。  new window
3.Lewis, Robert C.、Booms, Bernard H.(1983)。The marketing aspects of service quality。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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