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題名：以服務利潤鏈觀點探討顧客忠誠度之建立--以本國銀行為例
書刊名：顧客滿意學刊
作者：祝道松 引用關係／洪晨桓／陳怡安
作者(外文)：Zhu, Dauw-song／Hong, Chen-huan／Chen, Yi-an
出版日期：2007
卷期：3:2
頁次：頁95-120
主題關鍵詞：内部服務品質；員工滿意度；員工忠誠度；外部服務品質；顧客滿意度；顧客忠誠度；Interanl service quality；Employee satisfaction；Employee loyalty；External service quality；Customer satisfaction；Customer loyalty
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  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
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  • 點閱點閱:126
本研究主要應用服務利潤鏈觀點來探討顧客忠誠度之建立，驗證內部服務品質能否有助於提升員工的滿意度與忠誠度，並經由員工忠誠度的提升來創造較佳的外部服務品質，進而建立顧客的滿意度與忠誠度。本研究以台灣銀行業為研究對象，實證內部服務品質對外部服務品質之影響，分析內部服務品質、員工滿意度、員工忠誠度與外部服務品質、顧客滿意度與顧客忠誠度之關係。實證結果得知：(1)內部服務品質與員工滿意度之間具有正向關係；(2)員工滿意度與員工忠誠度之間具有正向關係；(3)員工忠誠度與外部服務品 質之間無顯著關係；(4)外部服務品質與顧客滿意度之間具有正向關係；(5)顧客滿意度與顧客忠誠度之間具有正向關係。本研究結果未能完全支持服務利潤鏈模式，並提出以服務利潤鏈觀點來建立顧客忠誠度時應反思的問題與實務建議。
The purpose of this study is to apply service profit chain to discuss the building of customer loyalty. We examine the relationship among internal service quality, employee satisfaction, employee loyalty, external service quality, customer satisfaction and customer loyalty. The result shows that there are positive correlations between internal service quality and employee satisfaction, employee satisfaction and employee loyalty, but there is no significant relationship between employee loyalty and external service quality; there are positive correlations between external service quality and customer satisfaction, customer satisfaction and customer loyalty. The model of service profit chain is not entirely supported and some introspections and practical suggestions are addressed in this research.
期刊論文
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3.Gelade, G. A.、Young, S.(2005)。Test of a Service Profit Chain Model in the Retail Banking Sector。Journal of Occupational and Organizational Psychology，78(1)，1-22。  new window
4.Pritchard, M.、Silvestro, R.(2005)。Applying the Service Profit Chain to Analyse Retail Performance: The Case of the Managerial Strait-jacket?。International Journal of Service Industrial Management，16(4)，337-356。  new window
5.Schneider, B.、Bowen, D.(1993)。Human resources management is critical。Organizational Dynamics，21(4)，39-52。  new window
6.Silvestro, R.、Cross, S.(2000)。Applying the Service Profit Chain in a Retail Environment。International Journal of Service Industry Management，11(3)，244-268。  new window
7.Babakus, E.、Boller, G. W.(1992)。An Empirical Assessment of SERVQUAL Scale。Journal of Business Research，24(3)，253-268。  new window
8.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1994)。Improving service quality in America: lessons learned。Academy of Management Executive，8(2)，32-52。  new window
9.Loveman, G. W.(1998)。Employee Satisfaction, Customer Loyalty and Financial Performance: An Empirical Examination of the Service Profit Chain in Retail Banking。Journal of Service Research，1(1)，18-31。  new window
10.Price, J. L.(1997)。Handbook of Organizational Measurement。International Journal of Manpower，18(4-6)，305-558。  new window
11.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
12.Mittal, B.、Lassar, W. M.(1996)。The Role of Personalization in Service Encounters。Journal of Retailing，72(1)，95-110。  new window
13.Schlesinger, Leonard A.、Zornitsky, Jeffrey(1991)。Job satisfaction, service capability, and customer satisfaction: An examination of linkages and management implications。Human Resource Planning，14(2)，141-149。  new window
14.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
15.Bloemer, J. M. M.、Kasper, H. D. P.(19950700)。The complex relationship between consumer satisfaction and brand loyalty。Journal of Economic Psychology，16(2)，311-329。  new window
16.Cunningham, Ross M.(1956)。Brand loyalty: What, where, how much?。Harvard Business Review，34(1)，116-128。  new window
17.Newman, Joseph W.、Werbel, Richard A.(1973)。Multivariate Analysis of Brand Loyalty for Major Household Appliances。Journal of Marketing Research，10(4)，404-409。  new window
18.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
19.Hallowell, R.、Schlesinger, L. A.、Zornitsky, J.(1996)。Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management。Human Resource Planning，19(2)，20-31。  new window
20.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing，76(2)，193-218。  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.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
24.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
25.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
26.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
27.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review，61(5)，64-75。  new window
28.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
29.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
30.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research，4(1)，149-154。  new window
31.Porter, Lyman W.、Mowday, Richard T.、Steers, Richard M.(1979)。The measurement of organizational commitment。Journal of Vocational Behavior，14(2)，224-247。  new window
32.Porter, Lyman W.、Steers, Richard M.、Mowday, Richard T.、Boulian, Paul V.(1974)。Organizational commitment, job satisfaction, and turnover among psychiatric technicians。Journal of Applied Psychology，59(5)，603-609。  new window
33.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
34.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
35.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
36.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
37.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
圖書
1.Weiss, D. J.、Dawis, R. V.、England, G. W.、Lofquist, L. H.(1967)。Manual for the Minnesota Satisfaction Questionnaire。Minneapolis：Industrial Relations Center, University of Minnesota。  new window
2.邱皓政(2003)。結構方程模式--LISREL的理論、技術與應用。雙葉書廊。  延伸查詢new window
3.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Schneider, B.、Bowen, D.(1985)。New Service Design, Development and Implementation and the Employee。New Services。Chicago, IL：The American Marketing Association。  new window
 
 
 
 
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