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題名：服務品質、顧客滿意度與顧客忠誠度關係之研究
書刊名：明新學報
作者：張火燦 引用關係／余月美
作者(外文)：Chang, Huo-tsan／Yu, Yueh-mei
出版日期：2008
卷期：34:1
頁次：頁127-140
主題關鍵詞：服務品質；顧客滿意度；顧客忠誠度；Service quality；Customer satisfaction；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(26) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:26
  • 共同引用共同引用:0
  • 點閱點閱:242
期刊論文
1.Ostrom A.、Iacobucci, D.(1995)。Consumer Trade-off and the Evaluation of Services。Journal of Marketing，59(1)，17-28。  new window
2.曾玉明(19990300)。追求卓越服務。能力雜誌，517，22-26。  延伸查詢new window
3.Webster, F. E. Jr.(1994)。Defining the New Marketing Concept。Marketing Management，2(4)，22-31。  new window
4.de Ruyter, Ko D.、Bloemer, Jose、Peetets, Pascal(1997)。Merging service quality and service satisfaction: An empirical test of an integrative model。Journal of Economic Psychology，18(4)，387-406。  new window
5.Payne, A.(2002)。The value creation process in customer relationship management。Insight Interactive，7，1-17。  new window
6.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
7.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Problems and Strategies in Service Marketing。Journal of Marketing，49(1)，33-46。  new window
8.Griffin, Jill(1996)。The Internet's Expanding Role in Building Customer Loyalty。Direct Marketing，59(7)，50-54。  new window
9.Oliva, Terence A.、Oliver, Richard L.、MacMillan, Ian C.(1992)。A catastrophe model for developing service satisfaction strategies。Journal of Marketing，56(3)，83-95。  new window
10.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
11.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。  new window
12.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
13.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
14.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
15.Korsgaard, M. A.、Roberson, L.(1995)。Procedural Justice in Performance Evaluation: The Role of Instrumental and Non-instrumental Voice in Performance Appraisal Discussions。Journal of Management，21(4)，657-669。  new window
16.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
17.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
18.Szymanski, David M.、Henard, David H.(2001)。Customer Satisfaction: A Meta-analysis of the Empirical Evidence。Journal of the Academy of Marketing Science，29(1)，16-35。  new window
19.Andrew, Jason D.、Faubion, Clayton W.、Palmer, Charles D.(2002)。The relationship between counselor satisfaction and extrinsic job factors in state rehabilitation agencies。Rehabilitation Counseling Bulletin，45(4)，223-232。  new window
20.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。  new window
21.Hunt, Kenneth A.、Keaveney, Susan M.、Lee, Moonkyu(1995)。Involvement, attributions, and consumer responses to rebates。Journal of Business and Psychology，9(3)，273-297。  new window
22.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
23.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
24.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
25.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
26.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
27.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
學位論文
1.彭榮祥(1995)。顧客滿意度與品牌忠誠度關係之研究－以消費性電子產品為例(碩士論文)。文化大學。  延伸查詢new window
2.王鴻明(2004)。品牌權益、售後維修服務顧客滿意度與售後維修服務忠誠度關係之研究－以Audi汽車服務廠為例(碩士論文)。國立彰化師範大學。  延伸查詢new window
3.王耀琨(2004)。金融控股公司顧客滿意度之研究--以國泰世華銀行為例(碩士論文)。國立彰化師範大學。  延伸查詢new window
4.簡任群(2004)。從服務品質、關係品質與關係價值探討顧客忠誠度--以行動電信業之消費者為例(碩士論文)。真理大學。  延伸查詢new window
5.邱昌宜(2004)。服務品質與顧客滿意度、顧客忠誠度關係之研究--以文教業為例(碩士論文)。國立臺北大學，台北市。  延伸查詢new window
6.簡永在(2002)。顧客關係策略與顧客價值、滿意度及行為意向關聯性之研究(碩士論文)。國立臺北科技大學。  延伸查詢new window
圖書
1.Seybold, P. B.(1998)。Customer com: How to create a profitable business strategy for the internet and beyond。Boston, MA：Patricia Seybold。  new window
2.楊錦洲(2001)。顧客需求與滿意度調查。台北：台灣檢驗科技股份有限公司。  延伸查詢new window
3.Helson, Harry(1964)。Adaptation-Level Theory: An Experimental and Systematic Approach to Behavior。New York：Harper and Row。  new window
4.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
5.Kotler, Philip(2003)。Marketing management。Prentice-Hall, Inc.。  new window
6.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
 
 
 
 
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