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題名：顧客文化特質、關係品質與抱怨行為關係之研究
書刊名：商學學報. 空大
作者：楊雅棠 引用關係／吳能惠
作者(外文)：Yang, Ya-Tang／Wu, Neng-Huei
出版日期：2007
卷期：15
頁次：頁165-189
主題關鍵詞：文化差異；關係品質；顧客抱怨行為
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(4) 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:42
全球行銷已是今日企業發揮其商業潛力的重要方式，然而，相較於單純的國內市場的行銷，跨國行銷所面對的消費者在文化背景有其差異性，進而影響其購買決策與消費行為。其中，購後行為中的顧客抱怨行為是在知覺消費不滿意的前題下被提出，根據過去研究發現顧客文化特質確會對消費者抱怨行為造成不同的影響，如顧客文化特質中的集體主義程度愈強，其私下抱怨行為將愈強而向賣方抱怨行為及轉換供給者的程度愈弱。然而，顧客文化特質對抱怨行為的影響，是否會受買賣雙方關係品質的建立，而改變了其抱怨行為。本研究以此觀點將探討關係品質是否對顧客文化特質與抱怨行為間的關係產生干擾的效果。 本研究是透過便利抽樣的方式，以曾經歷過不滿消費經驗的消費者為對象，並採用LISREL作為分析工具，有效問卷共為423份，回收率為84.6％。本研究結果發現，關係品質確會干擾顧客文化特質與抱怨行為間之關係，尤其是對私下抱怨行為及向賣方抱怨行為的干擾效果更強。
期刊論文
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18.Solnick, S. J.、Hemenway, D.(1992)。Complaints and disenrollment at a health maintenance organization。The Journal of Consumer Affairs，26(1)，90-99。  new window
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30.Parsons, A. L.(2002)。What determines buyer-seller relationship quality? An investigation from the buyer's perspective。Journal of Supply Chain Management，38(1)，4-12。  new window
31.McCarty, J. A.、Shrum, L. J.(2001)。The influence of individualism, collectivism, and locus of control on environmental beliefs and behavior。Journal of Public Policy & Marketing，20(1)，93-104。  new window
32.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
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36.Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science，23(4)，246-251。  new window
37.Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing，61(2)，35-51。  new window
38.Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing，15(1)，3-21。  new window
39.Anderson, Erin、Weitz, Barton(1992)。The use of pledges to build and sustain commitment in distribution channels。Journal of Marketing Research，29(1)，18-34。  new window
40.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
41.郭崑謨、闕河士(19900700)。消費者抱怨行為及其影響因素之研究。管理評論，155-173。new window  延伸查詢new window
42.Bolfing, Claire P.(1989)。How do consumers express dissatisfaction and what can service marketers do about it?。Journal of Services Marketing，3(2)，5-23。  new window
43.Gilly, Mary C.、Gelb, Betsy D.(1982)。Post-purchase consumer processes and the complaining consumer。Journal of Consumer Research，9(3)，323-328。  new window
44.Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing，47(1)，68-78。  new window
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會議論文
1.Jacoby, Jacob、Kaplan, Leon B.(1972)。The Components of Perceived Risk。Third Annual Conference of the Association for Consumer Research，(會議日期: Nov. 2-5, 1972)。Association for Consumer Research。382-393。  new window
學位論文
1.曾志民(1997)。消費者抱怨行為影響因素之研究(碩士論文)。國立臺灣大學。  延伸查詢new window
2.賴其勛(1997)。消費者抱怨行為、抱怨後行為及其影響因素之研究(博士論文)。國立臺灣大學。new window  延伸查詢new window
3.闕河士(1989)。消費者抱怨行為及其影響因素(碩士論文)。國立政治大學。  延伸查詢new window
圖書
1.Triandis, Harry Charalambos(1972)。The analysis of subjective culture。New York, NY：John Wiley & Sons。  new window
2.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
3.Hofstede, Geert H.(1980)。Culture's consequences: International differences in work-related values。Beverly Hills, California：Sage。  new window
圖書論文
1.Fornell, C.、Westbrook, R.(1979)。An exploratory study of assertiveness, aggressiveness, and consumer complaining behavior。Advances in Consumer Research。Ann Arbor, Michigan：Association for Consumer Research。  new window
2.Liu, R. R.(1997)。The impact of cross-cultural collectivism and individualism on consumer complaint behavior。Marketing challenge in transition economies。Mangalia：International Society for Marketing and Development。  new window
3.Day, Ralph L.、Landon, E. Laird Jr(1977)。Toward a Theory of Consumer Complaining Behavior in A Woodside。Consumer and Industrial Buying Behavior。Amsterdam：North Holland Publishing Company。  new window
4.Day, Ralph L.(1980)。Research Perspectives on Consumer Complaining Behavior。Theoretical Developments in Marketing。Chicago：American Marketing Association。  new window
5.Cunningham, S. M.(1976)。The major dimension of perceived risk。Risk Taking and Information Handling in Consumer Behavior。Boston：Harvard University Press。  new window
 
 
 
 
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