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題名:服務品質、顧客滿意度與顧客後續行為意圖:以海軍修護體系為例
書刊名:科技管理學刊
作者:陳心田
作者(外文):Chen, Shin-tien
出版日期:2003
卷期:8:2
頁次:頁63-89
主題關鍵詞:服務品質顧客滿意度顧客後續行為意圖Service qualityCustomer satisfactionCustomer intention
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(0) 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:43
  • 點閱點閱:65
期刊論文
1.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。  new window
2.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review,32(3),39-48。  new window
3.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。  new window
4.Johnston, Robert(1995)。The Determinants of Service Quality: Satisfiers and Dissatisfiers。International Journal of Service Industry Management,6(5),53-71。  new window
5.江岷欽(19981100)。政府再造與顧客導向的服務理念。公務人員月刊,29,18-32。  延伸查詢new window
6.Hampton, G. M.(1993)。Gap analysis of college student satisfaction as a measure of professional service quality。Journal of Professional Services Marketing,9(1),115-128。  new window
7.Woodruff, R. B.、Clemons, D. S.、Schumann, D. W.、Gardial, S. F.、Emest, R. C.、Jenkins, R. L.(1983)。Modeling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research,20(3),296-304。  new window
8.Tax, S. S.、Brown, S. W.(1998)。Recovering and Learning from Service Failures。Sloan Management Review,40(1),75-88。  new window
9.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
10.Berry, L. L.(1980)。Services Marketing Is Different。Business,30(3),24-29。  new window
11.Grönroos, Christian(1982)。An applied service marketing theory。European Journal of Marketing,16(7),30-41。  new window
12.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research。Journal of Marketing,58(1),111-124。  new window
13.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
14.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing,59(1),17-28。  new window
15.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
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.郭崑謨、闕河士(19900700)。消費者抱怨行為及其影響因素之研究。管理評論,155-173。new window  延伸查詢new window
18.翁崇雄(19970600)。規劃服務品質管理策略之研究--以公營銀行為例。品質學報,4(1),113-131。  延伸查詢new window
19.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
20.Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。  new window
21.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
22.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
23.Singh, Jagdip(1990)。Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories。Journal of the Academy of Marketing Science,18(1),1-15。  new window
24.Patterson, Paul G.、Johnson, Lester W.、Spreng, Richard A.(1997)。Modeling the determinants of customer satisfaction for business-to-business professional services。Journal of the Academy of Marketing Science,25(1),4-17。  new window
25.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
26.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
27.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。  new window
學位論文
1.郭德賓(1999)。服務業顧客滿意評量模式之研究(博士論文)。國立中山大學。new window  延伸查詢new window
2.陳文祥(1996)。服務品質與顧客滿意度之研究--以汽車修護保養業為例(碩士論文)。輔仁大學。  延伸查詢new window
圖書
1.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
2.Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。  new window
3.Nunnally, Jum C.(1967)。Psychometric Theory。McGraw-Hill。  new window
其他
1.Day, Ralph L., & London, E. L.(1977)。Toward a theory of consumer complaining behavior。  new window
2.江建良(2000)。服務業服務品質管理模式之建構--顧客滿意觀點。new window  延伸查詢new window
3.徐仁輝(1998)。公私部門管理的比較。  延伸查詢new window
4.Bitner M. J.(1990)。Evaluation Service Encounters:The Effects of Physical Surroundings and Complaint Reports.。  new window
5.Blodgett, J. G., D. J. Hill, and S. S. Tax(1997)。The Effects of Customer Service on Consumer Complaint Behavior。  new window
6.Chenet, P., C. Tynan, and A. Money(1999)。Service Performance Gap: Re-evaluation and Redevelopment.。  new window
7.Hampel, C. J.(1977)。Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement.。  new window
8.Heskett, J. L.(1987)。Lesson in the Service Sector。  new window
9.Reeves, C. A. and D. A. Bednar(1994)。Defining Quality:Alternatives and Implications.。  new window
10.Smith, A. M.(1999)。Some Problems When Adopting Churchill’s Paradigm for the Development of Service Quality Measurement Scales.。  new window
 
 
 
 
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