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題名:旅館業服務品質與決策方向關聯性之研究--以知覺定位分析來探討
書刊名:績效與策略研究
作者:梁榮輝 引用關係劉邦典 引用關係林杰麃
作者(外文):Liang, Jung-huiLieu, Peng-tienLin, Chieh-biao
出版日期:2006
卷期:3:2
頁次:頁113-127
主題關鍵詞:服務品質環境識覺顧客滿意度顧客忠誠度Service qualityEnvironmental perceptionCustomer satisfactionCustomer loyalty
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:2
  • 共同引用共同引用:0
  • 點閱點閱:42
期刊論文
1.Blodgett, Jeffery G.、Wakefield, Kirk L.、Barnes, James H.(1995)。The Effects of Customer Service on Consumer Complaining Behavior。Journal of Services Marketing,9(4),31-42。  new window
2.Martin, W. B.(1986)。Defining What People Service is for You。Cornell HRB People,1986,32-38。  new window
3.Woodside, Arch G.、Frey, Lisa L.、Timothy, Robert Daly(1989)。Linking Service People, Customer Satisfaction, and Behavioral Intention。Journal of Health Care Marketing,9(4),5-17。  new window
4.Reynolds, F. D.(1974)。An Analysis of Catalog Buying Behavior。Journal of Marketing,38(3),47-51。  new window
5.Neal, William D.(1999)。Satisfaction is Nice, but Value Drives Loyalty。Marketing Research,11(1),20-23。  new window
6.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
7.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing,59(1),17-28。  new window
8.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect。Harvard Business Review,73(6),88-99。  new window
9.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
10.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。  new window
11.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
12.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
13.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
圖書
1.Sasser, W. E.、Wyckoff, D. D.、Olsen, R. P.(1987)。Management of service operation: Text and cases。New York, NY:Allyn and Bacon。  new window
2.Perry, W.、Lindell, Michael K.(2000)。Basic Principles of Structural Equation Modeling: An introduction Lisrel and EQS。NY:Springer-Verlag。  new window
3.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。  new window
4.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
5.Kotler, Philip(1996)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
6.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
 
 
 
 
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