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題名:臺灣顧客滿意指標(TCSI)之先期研究--以遊樂園為例
書刊名:中華管理學報
作者:李友錚 引用關係鄧肖琳
作者(外文):Lee, Yu-chengTeng, Hsiao-lin
出版日期:2007
卷期:8:2
頁次:頁1-22
主題關鍵詞:結構方程模式臺灣顧客滿意指標遊樂園SEMTCSIAmusement parks
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(1) 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:0
  • 點閱點閱:50
期刊論文
1.Anderson, R. E.(1973)。Consumer dissatisfaction: The effects of disconfirmed expectancy on perceived product performance。Journal of Marketing Research,10,38-44。  new window
2.Imrie, B. C.、Cadogan, J. W.、McNaughton, R.(2002)。The service quality construct on a global stage。Managing Service Quality,12(1),10-18。  new window
3.李友錚、賀力行、姜吉生、連秋月(20051200)。國家顧客滿意指標之發展與建構。品質月刊,41(12),52-56。  延伸查詢new window
4.Andreassen, T. W.、Lindestad, B.(1998)。The Effects of Corporate Image in the Formation of Customer Loyalty。Journal of Service Marketing,1,82-92。  new window
5.Eklöf, Jan A.、Westlund, Anders H.(2002)。The Pan-European Customer Satisfaction Index Programme: Current Work and the Way Ahead。Total Quality Management,13(8),1099-1106。  new window
6.Fornell, C. A.(1992)。A national satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
7.Grigoroudis, E.、Siskos, Y.(2004)。A survey of customer satisfaction barometers: Some results from the transportation-communications sector。European Journal of Operational Research,152(2),334-353。  new window
8.Malhotra, N. K.、Ulgado, F. M.、Agarwal, J.、Baalbaki, I. B.(1994)。International service marketing: A comparative evaluation of the dimensions of service quality between developed and developing countries。International Marketing Review,11(2),5-15。  new window
9.Karatepe, O. M.、Yavas, U.、Babakus, E.(2005)。Measuring service quality of banks Scales development and validation。Journal of Retailing and Consumer Services,12,373-383。  new window
10.Kristensen, K.、Martensen, A.、Grønholdt, L.(1999)。Measuring the impact of buying behaviour on customer satisfaction。Total Quality Management,10(4/5),S602-S614。  new window
11.Winsted, K. F.(1997)。The service experience in two cultures: A behavioral perspective。Journal of Retailing,73(3),337-360。  new window
12.Johnson, M. D.、Gustafsson, A.、Andreassen, T. W.、Lervik, L.、Cha, J.(2001)。The evolution and future of national customer satisfaction index model。Journal of Economic Psychology,22,217-245。  new window
13.Nguyen, N.、Leblanc, G.(2001)。Corporate Image and Corporate Reputation in Customers' Retention Decisions in Services。Journal of Retailing and Consumer Services,8(4),227-236。  new window
14.Cassel, C.、Eklof, J. A.(2001)。Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study。Total Quality Management,12(7/8),834-841。  new window
15.Espinoza, Miguel Morales(1999)。Assessing the Cross-Cultural Applicability of a Service Quality Measure: a Comparative Study between Quebec and Peru。International Journal of Service Industry Management,10(5),449-468。  new window
16.Westbrook, R. A.、Reilly, M. D.(1983)。Value-percept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction。Advances in Consumer Research,10(1),256-261。  new window
17.Steenkamp, Jan-Benedict E. M.(1990)。Conceptual Model of the Quality Perception Process。Journal of Business Research,21(4),309-333。  new window
18.Kettinger, W. J.、Lee, Sunro、Lee, Choong C.(1995)。Global Measures of Information Service Quality: A Cross-National Study。Decision Sciences,26(5),569-588。  new window
19.Mattila, Anna S.(1999)。The Role of Culture and Purchase Motivation in Service Encounter Evaluations。Journal of Services Marketing,13(4/5),376-389。  new window
20.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。  new window
21.Morton, John、Rys, Melanie E.(1987)。Price Elasticity Prediction: New Research Tool for the Competitive 80s。Marketing News,21(1)。  new window
22.Caruana, A.(2003)。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
23.Lee, J.、Lee, J.、Freick, L.(2001)。The impact of switching costs on the customer-loyalty link: Mobile phone service in France。Journal of Services Marketing,15(1),35-48。  new window
24.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
25.Murgulets, L.、Eklöf, J.、Dukeov, I.、Selivanova, I.(2001)。Customer satisfaction and retention in transition economies。Total Quality Management,12(7/8),1037-1046。  new window
26.Martensen, Anne、Gronholdt, Lars、Kristensen, Kai(2000)。The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark。Total Quality Management,11(4-6),544-553。  new window
27.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
28.Oliver, R. L.(1980)。A Cognitive Model of the Antecedent and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
29.Oliver, Richard L.、Rust, Roland T.、Varki, Sajeev(1997)。Customer Delight: Foundations, Findings, and Managerial Insight。Journal of Retailing,73(3),311-336。  new window
30.Oliver, Richard L.(1981)。Measurement and Evaluation of Satisfaction Process in Retail Settings。Journal of Retailing,57(3),25-48。  new window
31.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
32.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。  new window
33.Patterson, Paul G.、Spreng, Richard A.(1997)。Modeling the relationship between perceived value, satisfaction, and repurchase intentions in a business-to-business services context: An empirical examination。International Journal of Service Industry Management,8(5),414-434。  new window
34.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
35.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review,61(5),64-75。  new window
36.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。  new window
37.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
38.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
39.Müller, Wolfgang(1991)。Gaining competitive advantage through customer satisfaction。European Management Journal,9(2),201-211。  new window
40.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
41.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
42.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
43.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
44.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
45.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
46.Hepworth, M.、Mateus, P.(1994)。Connection customer loyalty to the bottom line。Canadian Business Review,21(4),40-44。  new window
會議論文
1.Czepiel, J. A.、Rosenberg, L. J.(1974)。Perspective on consumer satisfaction。AMA Conference。Englewood Cliffs, N. J.:Prentice Hall。99-123。  new window
2.Anderson, Eugene W.、Sullivan, Mary W.(1990)。Customer Satisfaction and Retention Across Firms。The TIMS College of Marketing Special Interest Conference on Services Marketing。Nashville, TN。  new window
學位論文
1.連秋月(2006)。台灣顧客滿意指標模式建立之研究(碩士論文)。中華大學。  延伸查詢new window
圖書
1.Oliver, R. L.(1996)。Satisfaction: A Behavioral Perspective on the Consumer。New York:McGraw-Hill。  new window
2.Bhote, K. R.(1996)。Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability。American Management Association。  new window
3.Juran, J. M.(1988)。Juran's Quality Control Handbook。McGraw-Hill。  new window
4.Deming, W. E.。Quality, Productivity, and Competitive Position。Cambridge, MA:MIT Center for Advanced Engineering Study。  new window
5.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
6.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
 
 
 
 
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