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題名：服務品質、關係價值與關係品質對顧客忠誠度影響之研究
書刊名：企業管理學報
作者：曾信超 引用關係
作者(外文)：Tseng, Hsing-chau
出版日期：2006
卷期：71
頁次：頁83-115
主題關鍵詞：服務品質；關係價值；關係品質；顧客忠誠度；Service quality；Relationship value；Relationship quality；Customer 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(6) 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:6
  • 共同引用共同引用:0
  • 點閱點閱:46
期刊論文
1.Hsieh, Y. C.、Hiang, S. T.(2004)。A study of the impacts of service quality on relationship quality in search-experience credence services。Total Quality Management & Business Excellence，15(1)，43-58。  new window
2.Frederick, F. R.、Sasser, W. E.(1996)。Zero Defections: Quality Comes to Services。Harvard Business Review，72(2)，57-69。  new window
3.Caruana, A.(2004)。The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony。Journal of Targeting Measurement and Analysis for Marketing，12(3)，256-268。  new window
4.Guenzi, P.、Pelloni, O.(2004)。The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider。International Journal of Service Industry Management，15(3/4)，365-384。  new window
5.Griffin, J.(1996)。The Internet's expanding role in building customer loyalty。Direct Marketing，59(7)，50-53。  new window
6.Henning-Thurau, T.、Klee, A.(1997)。The impact of customer satisfaction and relationship quality and customer retentior。Psychology & Marketing，14(8)，737-764。  new window
7.Karatepe, O. M.、Yavas, U.、Babakus, E.(2005)。Measuring service quality of banks: Scale development and validation。Journal of Retailing and Consumer Services，12(5)，373-383。  new window
8.Thomas, A. S.(1995)。After all you've done for your customers, why are they still not happy?。Fortune，139(12)，178-182。  new window
9.Urban, Glen L.、Sultan, Fareena、Qualls, William J.(2000)。Placing Trust at the Center of Your Internet Strategy。Sloan Management Review，42(1)，39-48。  new window
10.Wong, A.、Sohal, A.(2002)。Customers' Perspectives on Service Quality and Relationship Quality in Retail Encounters。Managing Service Quality，12(6)，424-433。  new window
11.Fredericks, Joan O.、Salter, James M. II(1995)。Beyond Customer Satisfaction。Management Review，84(5)，29-32。  new window
12.Smith, J. Brock(1998)。Buyer-seller Relationships: Bonds, Relationship Management, and Sex-Type。Canadian Journal of Administrative Sciences，15(1)，76-92。  new window
13.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1991)。Understanding Customer Expectation of Service。Sloan Management Review，32(3)，39-48。  new window
14.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business，9(3)，10-14。  new window
15.Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing，63(2)，70-87。  new window
16.Gundlach, Gregory T.、Achrol, Ravi S.、Mentzer, John T.(1995)。The Structure of Commitment in Exchange。Journal of Marketing，59(1)，78-92。  new window
17.Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review，78(4)，105-113。  new window
18.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
19.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
20.Lagace, Rosemary R.、Dahlstrom, Robert、Gassenheimer, Jule B.(1991)。The Relevance of Ethical Salesperson Behavior on Relationship Quality: The Pharmaceutical Industry。Journal of Personal Selling and Sales Management，11(4)，39-47。  new window
21.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
22.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
23.Ravald, Annika、Grönroos, Christian(1996)。The value concept and relationship marketing。European Journal of Marketing，30(2)，19-30。  new window
24.Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。  new window
25.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
26.Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing，54(1)，42-58。  new window
27.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
28.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
29.Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research，32(1)，54-65。  new window
30.Deshpandé, Rohit、Farley, John U.、Webster, Frederick E. Jr.(1993)。Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis。Journal of Marketing，57(1)，23-37。  new window
31.Backman, S. J.、Crompton, J. L.(1991)。Differentiating between high, spurious, latent, and low loyalty participants in two leisure activities。Journal of Park and Recreation Administration: A Publication of The American Academy for Park and Recreation administration，9(2)，1-17。  new window
32.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
33.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research，14(4)，495-507。  new window
34.Storbacka, Kaj、Strandvik, Tore、Grönroos, Christian(1994)。Managing customer relationships for profit: The dynamics of relationship quality。International Journal of Service Industry Management，5(5)，21-38。  new window
35.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
36.Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing，63(4_suppl 1)，33-44。  new window
37.Johnson, Devon、Grayson, Kent(2005)。Cognitive and affective trust in service relationships。Journal of Business Research，58(4)，500-507。  new window
38.Wiener, Yoash(1982)。Commitment in Organizations: A Normative View。Academy of Management Review，7(3)，418-428。  new window
39.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
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
41.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
學位論文
1.Hogan, John E.(1998)。Assessing Relationship Value in Business Markets(博士論文)。University of North Carolina。  new window
圖書
1.Anderson, D. R.、Sweeney, D. J.、Willians, T. A.、丁碧慧、陳可杰、蕭大正、馮景如(1999)。統計學。臺北：滄海書局。  延伸查詢new window
2.楊世瑩(2006)。SPSS統計分析實務。臺北：旗標。  延伸查詢new window
3.Etzel, M. J.、Walker, B. J.、Stanton, W. J.(2001)。Marketing Management。McGraw-Hill。  new window
4.Monroe, K. B.(1991)。Pricing-making Profitable Decisions。New York：McGraw-Hill。  new window
5.Kotler, P. H.(2003)。Marketing Management: An Asian Perspective。Englewood Cliffs, NJ：Prentice-Hall。  new window
6.林震岩(2006)。多變量分析：SPSS的操作與應用。臺北：智勝文化事業有限公司。  延伸查詢new window
7.吳明隆(2005)。SPSS統計應用學習實務：問卷分析與應用統計。知城數位科技股份有限公司。  延伸查詢new window
8.吳萬益、林清河(2001)。企業研究方法。臺北：華泰圖書出版公司。  延伸查詢new window
9.榮泰生(2006)。SPSS與研究方法。台北市：五南圖書出版股份有限公司。  延伸查詢new window
10.Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey：Prentice Hall。  new window
11.陳澤義(2005)。服務管理。華泰。  延伸查詢new window
12.陳順宇(2005)。多變量分析。華泰文化事業股份有限公司。  延伸查詢new window
13.Luchsinger, V. P.、Vroman, H. W.(1994)。Managing Organizational Quality。Irwin。  new window
 
 
 
 
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