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題名:人壽保險業服務線索與信任對顧客忠誠回應之影響:以業務員之服務提供為例
書刊名:保險經營與制度
作者:鄭家宜
作者(外文):Cheng, Chia-yi
出版日期:2008
卷期:7:1
頁次:頁155-187
主題關鍵詞:核心商品服務線索人際互動服務線索信任產品知識Core product service cuePersonal interactivity service cueTrustProduct knowledge
原始連結:連回原系統網址new window
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  • 共同引用共同引用:0
  • 點閱點閱:24
期刊論文
1.Huffman, Cynthia、Houston, Michael J.(1993)。Goal-oriented experiences and the development of knowledge。Journal of Consumer Research,20(2),190-207。  new window
2.Bagozzi, Richard P.(1995)。Relations on Relationship Marketing in Consumer Markets。Journal of the Academy of Marketing Science,23(4),272-277。  new window
3.Baskett, Glen D.(1973)。Interview Decisions as Determined by Competency and Attitude Similarity。Journal of Applied Psychology,57(3),343-345。  new window
4.Crane, F. G.、Clarke, T. K.(1988)。The Identincation of Evaluative Criteria and Cues Used in Selecting Services。The Journal of Services Marketing,2(2),53-59。  new window
5.Driver, Carole、Johnston, Robert(2001)。Understanding Service Customers: The Value of Hard and Soft Attributes。Journal of Service Research,4(2),130-139。  new window
6.Gatignon, Hubert A.、Robertson, Thomas S.(1986)。An Exchange Theory Model of Interpersonal Communication。Advances in Consumer Research,13(1),534-538。  new window
7.Scribner, Lisa Luebbehusen、Seungoog, Weun(2000)。Understanding Consumers' Subjective Product Knowledge: A Theoretical Investigation。American Marketing Association, Conference Proceedings,11,213-214。  new window
8.Auh, Seigyoung、Auh, S.(2005)。The Effects of Soft and Hard Service Attributes on Loyalty: The Mediating Role of Trust。Journal of Services Marketing,19(2),81-92。  new window
9.Frenzen, Jonathan、Nakamoto, Kent(1993)。Structure, Cooperation, and the Flow of Market Information。Journal of Consumer Research,20(3),360-375。  new window
10.Monroe, Kent B.(1976)。The Influence of Price Differences and Brand Familiarity on Brand Preferences。Journal of Consumer Research,3(1),42-49。  new window
11.Currall, Steven C.、Judge, Timothy A.(1995)。Measuring Trust between Organizational Boundary Role Persons。Orgarnzational Behavior and Human Decision Processes,64(2),151-170。  new window
12.Hartline, M. D.、Jones, K. C.(1996)。Employee Performance Cues in a Hospital Service Environment: Influence on Perceived Service Quality, Value, and Word-of-Mouth Intentions。Journal of Business Research,35(3),207-215。  new window
13.Ganesh, Jaishankar、Arnold, Mark J.、Reynolds, Kristy E.(2000)。Under Standing the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers。Journal of Marketing,64(3),65-87。  new window
14.Blois, K. J.(1999)。Trust in Business to Business Relationships: An Evaluation of Its Status。Journal of Management Studies,36(2),197-217。  new window
15.Moorman, C.、Deshpande, R.、Zaltman, G.(1993)。Factors effecting trust in market research relationships。Journal of Marketing,57(1),81-101。  new window
16.Coulter, Keith S.、Coulter, Robin A.(2002)。Determinants of trust in a service provider: The moderating role of length of relationship。Journal of Services Marketing,16(1),35-50。  new window
17.Smith, J. Brock(1997)。Selling Alliances: Issues and Insights。Industrial Marketing Management,26(2),149-161。  new window
18.Park, C. W.、Lessig, V. P.(1981)。Familiarity and Its Impact on Consumer Decision Biases and Heuristics。Journal of Consumer Research,8(2),223-231。  new window
19.Coulter, Keith S.、Coulter, Robin A.(2003)。The Effects of Industry Knowledge on the Development of Trust in Service Relationships。International Journal of Research in Marketing,20(1),31-43。  new window
20.Brucks, Merrie(1985)。The effects of product class knowledge on information search behavior。Journal of Consumer Research,12(1),1-16。  new window
21.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing,63,33-44。  new window
22.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。  new window
23.Chiou, Jyh-Shen、Droge, Cornelia、Hanvanich, Sangphet(2002)。Does Customer Knowledge Affect How Loyalty is Formed?。Journal of Service Research,5(2),113-124。  new window
24.John, George(1984)。An Empirical Investigation of Some Antecedents of Opportunism in a Marketing Channel。Journal of Marketing research,21(3),278-289。  new window
25.Butler, John K. Jr.(1991)。Toward Understanding and Measuring Conditions of Trust: Evolution of a Conditions of Trust Inventory。Journal of Management,17(3),643-663。  new window
26.Babakus, Emin、Boller, Gregory W.(1992)。An Empirical Assessment of the SERVQUAL Scale。Journal of Business Research,24(3),253-268。  new window
27.Dyer, J. H.、Chu, W.(2000)。The Determinants of Trust in Supplier-Automaker Relationships in the U. S., Japan, and Korea。Journal of International Business Studies,31(2),239-285。  new window
28.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
29.Geyskens, Inge、Steenkamp, Jan-Benedict E. M.、Kumar, Nirmalya(1999)。A meta-analysis of satisfaction in marketing channel relationships。Journal of Marketing Research,36(2),223-238。  new window
30.Nevin, J. R.、Jap, S. D.(1995)。Relationship Marketing and Distribution Channels: Exploring Fundamental Issues。Journal of The Academy of Marketing Science,23(4),327-334。  new window
31.Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science,26(2),101-114。  new window
32.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。  new window
33.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
34.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。  new window
35.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
36.Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science,23(4),236-245。  new window
37.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
38.Kennedy, Mary Susan、Ferrell, Linda K.、LeClair, Debbie Thorne(2001)。Consumers' Trust of Salesperson and Manufacturer: An Empirical Study。Journal of Business Research,51(1),73-86。  new window
39.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。  new window
40.Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing,51(2),86-96。  new window
41.Petty, Richard E.、Cacioppo, John T.(1986)。The elaboration likelihood model of persuasion。Advances in Experimental Social Psychology,19,123-205。  new window
42.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
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.Webster, Cynthia(1991)。Influences Upon Consumer Expectations of Services。Journal of Services Marketing,5(1),5-17。  new window
圖書
1.Hermawan, Asep(2001)。The Effect of Service Cues on Perceived Service Quality,Value, Satisfaction and Word-of-Mouth Recommendations。  new window
2.Oliver, Richard L.(1997)。Satisfaction: A Behavioral Perspective on the Customer。McGraw-Hill。  new window
3.Robbins, Stephen P.、Decenzo, David A.(2001)。Fundamentals of Management。New Jersey:Prentice Hall。  new window
4.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ:Prentice-Hall。  new window
5.Heskett, James L.、Sasser, Gary W. Earl Jr.、Schlesinger, Leonard A.(1997)。The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value。New York:A Division of Simon & Schuster Inc。  new window
6.Lovelock, Christopher H.、Writz, Jochen、Keh, Hean Tat、Lu, Xiongwen(2002)。Services Marketing in Asia- Managing People, Technology and Strategy。Prentice-Hall。  new window
7.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York:The Free Press。  new window
8.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
9.邱皓政(2004)。結構方程模式:LISREL的理論、技術與應用。臺北:雙葉書廊有限公司。  延伸查詢new window
10.Bollen, K. A.(1989)。Structural Equations with Latent Variables。New York:John Wiley & Sons。  new window
11.Worchel, Stephen、Cooper, Joe(1979)。Understanding Social Psychology。Homewood, IL:The Dorsey Press。  new window
12.Kotler, Philip(1996)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
13.Jöreskog, Karl G.、Sörbom, Dag(1996)。LISREL 8: User's Reference Guide。Scientific Software International, Inc.。  new window
14.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Lovelock, C. H.(1981)。Why Management Needs to Be Different for Service。Marketing of Service。Chicago, IL:American Marketing Association。  new window
2.Mazursky D.、Jacoby, J.(1985)。Forming Impressions of Merchandise and Service Quality。Perceived Quality。Perceived Quality, MA:Lexington Book.。  new window
3.Olson, Jerry(1977)。Price as An Informational Cue: Effects on Product Evaluation, in Consumer and Industrial Buying。Consumer and Industrial Buying Behavio。NY:North Holland。  new window
4.Olshavsky, Richard W.(1985)。Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective。Perceived Quality: How Consumers View Stores and Merchandise。Lexington Books。  new window
5.Oliver, Richard L.(1993)。A conceptual model of service quality and service satisfaction: Compatible goals, different concepts。Advances in Services Marketing and Management: Research and practice。JAI Press。  new window
 
 
 
 
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