資料載入處理中...
臺灣人文及社會科學引文索引資料庫系統
:::
網站導覽
國圖首頁
聯絡我們
操作說明
English
行動版
(18.223.159.71)
登入
字型:
**字體大小變更功能,需開啟瀏覽器的JAVASCRIPT,如您的瀏覽器不支援,
IE6請利用鍵盤按住ALT鍵 + V → X → (G)最大(L)較大(M)中(S)較小(A)小,來選擇適合您的文字大小,
如為IE7以上、Firefoxy或Chrome瀏覽器則可利用鍵盤 Ctrl + (+)放大 (-)縮小來改變字型大小。
來源文獻查詢
引文查詢
瀏覽查詢
作者權威檔
引用/點閱統計
我的研究室
資料庫說明
相關網站
來源文獻查詢
/
簡易查詢
/
查詢結果列表
/
詳目列表
:::
詳目顯示
第 1 筆 / 總合 1 筆
/1
頁
來源文獻資料
摘要
外文摘要
引文資料
題名:
保險商品核心利益、企業形象與顧客價值對顧客承諾之影響關係研究
書刊名:
顧客滿意學刊
作者:
范惟翔
/
張瑞鉉
/
謝惠蓉
作者(外文):
Fan, Wei-shang
/
Chang, Ruei-shiuan
/
Shei, Whei-jon
出版日期:
2008
卷期:
4:1
頁次:
頁35-68
主題關鍵詞:
產品核心利益
;
企業形象
;
顧客價值
;
顧客承諾
;
Product core benefit
;
Corporate image
;
Customer value
;
Customer commitment
原始連結:
連回原系統網址
相關次數:
被引用次數:期刊(
5
) 博士論文(0) 專書(0) 專書論文(0)
排除自我引用:
5
共同引用:
7
點閱:100
企業的營收來自新顧客和重複購買的舊顧客,所以除了應積極爭取新的客源之外,更應確保既有的顧客群,並與其建立長久的顧客關係。因此,企業成功的運用與顧客間的關係策略,不但可以和顧客建立長期穩固的交易關係,更能為企業創造高度的競爭優勢。本研究希望透過產品核心利益、企業形象、顧客價值與顧客承諾間的影響關係,俾了解保險業顧客在續保時之考量,藉此提供保險業未來在業務行銷上之參考。 本研究以國營保險公司之投保保戶為研究對象,採用系統抽樣法,發出問卷共300份,回收237份,其中無效問卷17份,有效問卷220份。資料分析方法則採用統計視窗軟體SPSSl0進行敘述統計分析、信度分析、相關分析、迴歸分析及變異數分析,本研究以Cronbach’sα係數進行信度分析,四個變項的信度和整份問卷的信度多大於0.7,屬高信度,顯示本研究所使用之間卷具有足夠的內部一致性,可進一步進行實證分析,研究結果發現:(1)產品核心利益對顧客承諾具有顯著的正向影響,顯示企業若能致力於提升顧客對產品核心利益的認知,將有助於顧客承諾的提升;(2)企業形象對顧客承諾 具有顯著的正向的影響,顯示顧客在進行購買行為的同時,除了考慮產品核心利益以外,企業形象也深深影響顧客的抉擇;(3)顧客價值對顧客承諾具有顯著的正向影響,顯示創造顧客價值將能有效提升顧客承諾,亦即顧客價值愈高,則顧客對企業的認同感與投入將愈深,也將使企業與顧客間的關係更穩固;(4)保險商品核心利益、企業形象與顧客價值會交互影響顧客承諾。
以文找文
Corporate profit derives from new and returning customers. As a result, corporations should not only aggressively acquire new customers, but also retain existing customers and establish long-term relationships with them. Therefore, corporations who can successfully exercise customer relationship strategies can not only develop long-term, stable relationship with customers, but also build significant competitive advantages. Through investigating the relationships among product core benefit, corporate image, customer value, and customer commitment, this research hopes to understand the concerns when customers extend contracts for future reference of sales and marketing in the insurance industry. The targets of this research are policy holders of one of the national insurance companies. This research adopts a convenience sampling method. 300 questionnaires were issued. 237 of them were retrieved, out of which 17 are invalid and 220 are valid. SPSS10 data analysis method is used to perform descriptive statistics analysis, reliability analysis, correlation analysis, regression analysis, and variance analysis. This research introduced Cronbach’sαcoefficient to conduct reliability analysis. Reliabilities of the four variables and the reliability of the entire questionnaire are higher than 0.7. Therefore, the result is highly reliable. It appears that the questionnaire is internally consistent and is suitable for performing positive analysis. The results of the research were: (1)Product core benefit has obvious positive effect on customer commitment. It appears that if corporate can put their effort on increase product core benefit awareness, customer commitment will increase; (2)Corporate image has an obvious positive effect on customer commitment. It appears that when customers perform purchasing behavior, corporate image also has a significant inf1uence on customers’ choices other than product core benefit; (3)Customer value has an obvious positive effect on customer commitment. It appears that the creation of customer value can effectively increase customer commitment. That is to say, the higher the customer value; the more the corporate identity and the more customers devote to corporations. The relationship between corporations and customers will be more stable; (4)Via Customer value, product core benefit and corporate image has obvious effect on customer commitment. It appears that customer value has an intermediary effect between customer commitment and both product core benefit and corporate image.
以文找文
期刊論文
1.
Nguyen, N.、LeBlanc, G.(1998)。The Mediating Role of Corporateimage on Customers’ Retention Decisions: An Investigation in Financial Services。International Journal of Bank Marketing,16(2),52-65。
2.
Smeltzer, L. R.(1997)。The Meanning and Origin of Trust in Buyer-Supplier Relationship。International Journal of Purchasing and Materials Management,33(4),40-48。
3.
Tax, S. S.(1998)。Customer Evaluation of Service Complaint Experience: Implications for Relationship。Marketing, Journal of Marketing,62(2),60-76。
4.
Young, S.、Leland, O.、Barbara, F.(1978)。Some Practical Consideration in Market Segmentation。Journal of Marketing Research,15(3),405-412。
5.
黃明政(20050600)。銀行業企業形象與顧客忠誠度之相關分析。商學學報. 空大,13,261-277。
延伸查詢
6.
White, Susan S.、Schneider, Benjamin(2000)。Climbing the Commitment Ladder。Journal of Service Research,2(3),240-253。
7.
Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(199007)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。
8.
Baron, R. M.、Kenny, D. A.(198612)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。
9.
Prichard, Mark P.、Havitz, Mark E.、Haward, Dennis R.(1999)。Analyzing the Commitment: Loyalty Link in Service Contexts。Journal of the Academy of Marketing Science,27(3),333-348。
10.
Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。
11.
Lapierre, Jozee(2000)。Customer-perceived value in industrial contexts。Journal of Business and industrial Marketing,15(2/3),122-140。
12.
Shoemaker, Stowe、Lewis, Robert C.(1999)。Customer Loyalty: The Future of Hospitality Marketing。International Journal of Hospitality Management,18(4),345-370。
13.
Meyer, John P.、Allen, Natalie J.(1984)。Testing the ''Side-bet Theory'' of Organizational Commitment: Some Methodological Considerations。Journal of Applied Psychology,69(3),372-378。
14.
Ramsey, R. P.、Sohi, R. S.(1997)。Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes。Journal of the Academy of Marketing Science,25(2),127-137。
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。
16.
Gundlach, Gregory T.、Achrol, Ravi S.、Mentzer, John T.(1995)。The Structure of Commitment in Exchange。Journal of Marketing,59(1),78-92。
17.
Halstead, Diane、Morash, Edward A.、Ozment, John(19960600)。Comparing Objective Service Failures and Subjective Complaints: An Investigation of Domino and Halo Effects。Journal of Business Research,36(2),107-115。
18.
Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science,25(2),139-153。
19.
Kohli, Ajay K.、Jaworski, Bernard J.、Kumar, Ajith(1993)。MARKOR: A Measure of Market Orientation。Journal of Marketing Research,30(4),467-477。
20.
Keller, Kevin Lane(1993)。Conceptualizing, Measuring, and Managing Customer-Based Brand Equity。Journal of Marketing,57(1),1-22。
21.
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。
22.
Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。
23.
Andaleeb, S. S.(1996)。An Experimental Investigation of Satisfaction and Commitment in Marketing Channels: The Role of Trust and Dependence?。Journal of Retailing,72(1),77-93。
24.
Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。
25.
曾真真、何雍慶、黃淑琴(20030900)。產品核心利益與認知價值、滿意度及忠誠度之整合分析--以臺中市壽險保戶為例。輔仁管理評論,10(3),89-104。
延伸查詢
26.
Robertson, Thomas S.、Gatignon, Hubert(1986)。Competitive effects on technology diffusion。Journal of Marketing,50(3),1-12。
27.
Park, C. Whan、Jaworski, Bernard J.、MacInnis, Deborah J.(1986)。Strategic Brand Concept-Image Management。Journal of Marketing,50(4),135-145。
28.
Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。
29.
Sweeney, S. J.(2001)。The Role of Perceived Risk in the Uality Value Relationship: a Study in a Retail Environment。Journal of Retailing,75(1),77-105。
圖書
1.
Black, K.、Skipper, H. D.(2000)。Life Insurance。Atlanta, GA:Life Office Management Association。
2.
Long, D. L.、Morton, G. A.(1999)。Principles of Life and Health Insurance。Atlanta, GA:Life Office Management Association。
3.
Loudon, David L.、Della Bitta, Albert J.(1998)。Consumer Behavior: Concepts and Applications。New York, NY:McGraw-Hill。
4.
Russell, G. H.、Black, K.(1993)。Human Behavior and Life Insurance。Atlanta, GA:Georgia State University Business Administration。
5.
Rokeach, M.(1975)。The Nature of Human Values。New York:Free Press。
6.
Krajewski, L. J.、Ritzman, L. P.(1999)。Operations Management: Strategy and Analysis。Prentice-Hall, Inc.。
7.
Keller, K. L.(2000)。Building and Managing of Corporate Brand Equity。London:Oxford University Press。
8.
周文賢(1999)。行銷管理--市場分析與策略規劃。臺北:智勝文化公司。
延伸查詢
9.
Sheth, J. N.、Newman, B. I.、Gross, B. L.(1991)。Consumption Values and Market Choices: Theory and Applications。South-Western Publishing Co.。
10.
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
11.
Day, George S.(1990)。Market driven strategy: processes for creating value。Free Press。
12.
Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey:Prentice Hall。
13.
Walters, Charles G.(1978)。Consumer behavior: An integrated framework。Richard D. Irwin Inc.。
14.
Porter, Michael E.(1980)。Competitive Strategy: Techniques for Analyzing Industries and Competitors。Free Press。
15.
Kotler, Philip、Ang, Swee Hoon、Leong, Siew Meng、Tan, Chin Tiong(1999)。Marketing Management: An Asian Perspective。Prentice-Hall。
16.
梁百霖(1998)。保險實務--壽險行銷。台北:三民書局。
延伸查詢
其他
1.
周庭銳(2000)。顧客價值管理與顧客忠誠度的建立。
延伸查詢
推文
當script無法執行時可按︰
推文
推薦
當script無法執行時可按︰
推薦
引用網址
當script無法執行時可按︰
引用網址
引用嵌入語法
當script無法執行時可按︰
引用嵌入語法
轉寄
當script無法執行時可按︰
轉寄
top
:::
相關期刊
相關論文
相關專書
相關著作
熱門點閱
1.
大學餐廳難生存?從顧客角度探討學校餐廳經營的關鍵因素
2.
公益行銷對顧客忠誠度之影響研究:以企業形象、顧客價值為中介變項
3.
以迴歸分析探討企業形象、價格促銷、廣告效果對關係慣性與顧客承諾之影響性研究
4.
壽險經紀人企業形象與服務補救對顧客忠誠度之實證研究
5.
綠色消費知覺價值語意圖之前因與實踐之關係
6.
企業形象、關係品質對顧客價值與再購意願之研究-壽險產業實證分析
7.
以醫學倫理與顧客價值觀點探討醫院產業服務創新價值創造之演進
8.
顧客滿意與其前置變項之多層次分析
9.
觀光特色對認知價值與忠誠度影響之研究--以日月潭萬人泳渡為例
10.
企業形象、互動品質、促銷活動對銷售意願的影響- 以某人壽之銀行通路為例
11.
品牌個性與球隊認同感關係之評估--中華職棒球團為例
12.
公平知覺對顧客忠誠的影響--中介變數的角色
13.
企業形象對旅客忠誠度之影響研究--以國內航空業為例
14.
銀行業企業形象與顧客忠誠度之相關分析
15.
產品核心利益與認知價值、滿意度及忠誠度之整合分析--以臺中市壽險保戶為例
1.
微部落格行銷之研究
2.
台灣地區航空公司顧客關係利益與忠誠度關係之研究
3.
公平知覺與顧客忠誠之關聯-以連鎖餐飲業為例
1.
顧客關係投資對顧客忠誠影響之研究:顧客知覺關係利益觀點
無相關著作
1.
以工作滿足為中介變相探討五星級旅館組織學習與組織承諾之關聯性
2.
Controlled Antecedents and Controlled Modes on Governmental Organizations: Using Resource-Based Perspective
3.
企業導入ERP並進行BPR之流程及效益分析--以某運用兩岸三地營運模式之公司為例
4.
資訊管理學域中「實務研究」之意涵與實例探討
5.
當責型資訊科技治理架構之個案研究
6.
財務預警指標、規模與審計公費關係之研究--公司治理觀點
7.
審計委員會特性與企業價值之關聯性
8.
多方案多評審多階段之方案評選機制設計
9.
無塵室管理品質提升之個案探討
10.
匯率報酬預測績效模型之比較--委託單流量的探討
11.
五都房市泡沫化之研究
12.
應用智慧行動APP於銷售點管理系統--以網路商店為例
13.
臺灣自創品牌羽球拍擊球強度與甜蜜區之多重比較分析
14.
從蟻群演算法到蟻群行為之實證研究
15.
Corporate Social Responsibility and Accounting Conservatism
QR Code