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外文摘要
引文資料
題名:
To Discuss Customer Satisfaction and Customer Loyalty by Experiential Marketing and Involvement--Take the Sports Leisure Health Clubs for Example
書刊名:
休閒產業管理學刊
作者:
王仁宏
/
方寧
/
林永森
作者(外文):
Wang, Jen-hung
/
Fang, Ning
/
Lin, Yong-sen
出版日期:
2008
卷期:
1:2
頁次:
頁70-84
主題關鍵詞:
涉入程度
;
線性結構模式
;
顧客忠誠
;
顧客滿意
;
體驗行銷
;
Involvement
;
LISREL
;
Customer loyalty
;
Customer satisfaction
;
Experience marketing
原始連結:
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相關次數:
被引用次數:期刊(
3
) 博士論文(0) 專書(0) 專書論文(0)
排除自我引用:
3
共同引用:0
點閱:156
本研究主要目的是以體驗行銷與涉入程度探討顧客滿意度與顧客忠誠度。研究樣本係以運動休閒健康俱樂部的會員爲主,並以問卷調查法進行研究與訪談。共發出250份問卷,有效問卷爲233份,有效回收率達93%。回收後,以SPSS 10.0版及線性結構模式(LISREL)進行分析。此外,更進一步以描述性統計分析、信度分析、效度分析、獨立樣本t檢定及平均數、因素分析、變異數分析及徑路分析進行探討。研究結果爲:(一)在不同人口統計變項中,僅有在「不同平均一星期在休閒健康俱樂部時數」有顯著差異存在。(二)體驗行銷矩陣對顧客滿意度與顧客忠誠度有直接效果。(三)涉入程度對顧客滿意度與顧客忠誠度無直接效果。(四)顧客滿意度對顧客忠誠度有直接效果。
以文找文
The major purpose of the study is to discuss customer satisfaction and customer loyalty by experiential marketing and involvement. The samples of the study are the members of sports leisure health clubs, who are interviewed by the questionnaire survey. 250 questionnaires are sent out, 233 copies are retrieved, and the rate of the retrieve reaches 93%. After retrieving, we take SPSS 10.0 and Linear Structural Relation Model (LISREL) for analyzing. Descriptive statistics analysis, reliability analysis, validity analysis, t test and mean, factor analysis, one-way ANOVA, and path analysis are further discussed. The results of the study are: (1)In the different demographic variables, there is only one demographic variable that is "the hour of going to the clubs per week" which has the distinct difference; (2)The experiential matrix has direct effect on customer satisfaction and customer loyalty; (3)The involvement does not have direct effect on customer satisfaction and customer loyalty; (4)The customer satisfaction has direct effect on customer loyalty.
以文找文
期刊論文
1.
Nicholls, J. A. F.、Gilbert, G. R.、Roslow, S.(1998)。Parsimonious Measurement of Customer Satisfaction with Personal Service and the Service Setting。Journal of Consumer Marketing,15(3),239-253。
2.
Jarrett, P. E. M.、Wallace, M.、Jarrett, M. E. D.、Keeling, N. J.(1996)。Experience of a hospital hotel。Ambulatory Surgery,4(1),1-3。
3.
Curchill, G. A.、Surprenant, C.(1979)。An Investigation into to the Determinants of Customer Satisfaction。Journal of Marketing Research,19,491-504。
4.
Spreng, R. A.、Mackoy, R. D.(1996)。An Empirical Examination for a Model Perceived Serviced Quality and Satisfaction。Journal of Retailing,72,201-214。
5.
Tes, K. David、Wilton, Peter C.(1988)。Models of Customer Satisfaction Formation: An Extension。Journal of Marketing,204-212。
6.
Zaichkowky, J. L.(1985)。Measuring the Involvement Constructs。Journal of Consumer Research,12(3),341-352。
7.
Richins, Marsha L.、Bloch, Peter H.(1991)。Post-purchase product satisfaction: incorporating the effects of involvement and time。Journal of Business Research,23(2),145-158。
8.
Kasper, Hans(1988)。On problem perception, dissatisfaction and brand loyalty。Journal of Economic Psychology,9(3),387-397。
9.
Taylor, Steven A.、Baker, Thomas L.(1994)。An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions。Journal of Retailing,70(2),163-178。
10.
Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。
11.
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。
12.
Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。
13.
Schmitt, Bernd(1999)。Experiential Marketing。Journal of Marketing Management,15(1-3),53-67。
14.
Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research,4(1),149-154。
15.
Pine, B. Joseph II、Gilmore, James H.(1998)。Welcome to the Experience Economy。Harvard Business Review,76(4),97-105。
會議論文
1.
Czepiel, John A.、Larry, J. Rosenberg、Akerele, Adebayo(1974)。Perspectives on Consumer Satisfaction119-123。
學位論文
1.
Chang, Y. H.(2005)。A Study on the Relationship among Experiential Marketing Strategy, Experiential Satisfaction and Brand Image in Leisure Farms(碩士論文)。National Ping-Tung University of Science and Technolo。
2.
Chen, C. C.(2003)。A Study on Taipei Municipal High School Students' Satisfaction of Campus Sports Facilities(碩士論文)。National Taiwan Normal University。
3.
Chen, L. K.(2002)。The Effect of Customer Relationship on Customer Satisfaction and Loyalty in Taiwan Traveling Industries-An Empirical Study of Taipei City and County(學士論文)。Fu-Jen Catholic University。
4.
Chen, M. H.(2000)。The Study of the Relationship among Service Recovery, Cognition Justice and Customer Satisfaction, and Repurchase Intention-Take I.S.P. for Example(學士論文)。Soo-Chow University。
5.
Chiang, W. T.(2002)。The Marketing Research of Expecting to Evaluate and Stating Expectation on Evaluations, Customer Satisfactions on Evaluations and Post-Purchase(學士論文)。Chinese Culture University。
6.
Chiang, Y. J.(1999)。The Study on Customer Satisfaction, Loyalty and Importance of Satisfaction Dimensions about Health Club in Taipei Metropolis(-)。National Chiao-Tung University。
7.
Hsu, C. C.(2001)。The Study of Life Style and Satisfaction of Leisure Sports Participant at Elementary School in Taipei(碩士論文)。National College of Physical Education and Sports。
8.
Huang, H. C.(2004)。The Study of Consumer of Sports and Fitness Club-Store Image and Repurchase Willing(碩士論文)。National Yun-Lin University of Science and Techn。
9.
Huang, P. T.(2000)。The Relationship between Customer Satisfaction and Customer Loyalty-From the Viewpoint of Transaction Cost Theory(學士論文)。National Cheng-Chi University。
10.
Huang, Y. Y.(2003)。The Effect of Service Quality in Customer Service Center on Customer Satisfaction and Loyalty-Take the Credit Card for Example(學士論文)。National Cheng-Chi University。
11.
Ko, I. C.(2000)。The Effects of the Product Quality of Consumers' Cognition, the Service Quality, and the Price on Satisfaction and Loyalty-To Compare Three Tangible Service Industries(學士論文)。National Cheng-Chi University。
12.
Lee, C. P.(2006)。The Study of Creative Living Industry Experiential Marketing on the Connection Among Visitor Experience, Satisfaction, and Purchasing Behavior(碩士論文)。Fo-Guang University。
13.
Lee, T. H.(2003)。The Study of Surveying the Stadiums in Colleges and Universities in Taiwan and Students' Satisfactions(學士論文)。National Ping-Tung University of Education。
14.
Li, M. L.(2003)。The Effects of Customer Satisfaction and Involvement Levels on Customer Loyalty-An Empirical Study of Coffee Chain Stores in Taipei City Area(碩士論文)。National Chiao-Tung University。
15.
Li, Y. L.(2005)。The Influence of Experiential Elements on Experiential Attitude, Emotional Experience, Experiential Satisfaction, and Loyalty Intentions-Take the Super Basketball League in Taiwan for example(碩士論文)。Fu-Jen Catholic University。
16.
Liao, C. J.(2004)。A Study of the Effect of the Professional Baseball Game Spectators Consumption Experience Element toward Experience Satisfaction and Loyalty Intention(博士論文)。National Taiwan Normal University。
17.
Liu, J. Y.(2000)。The Consumer Satisfaction and the Re-Patronage Intention of Cyber Stores-Take the Experimental Cyber Flower Store for Example(學士論文)。National Central University。
18.
Wang, H. F.(2002)。The Study of Visitors' Behavior in the Theme Parks: Take Jan-Fu-Sun Fancyworld, Leo-Foo Village, and Formosan Aboriginal Culture Village for Examples(碩士論文)。Chao Yang University of Technolol。
19.
Wang, Y. H.(2000)。The Empirical Study on the Relationship between Customer Satisfaction and Customer Loyalty(學士論文)。Chung Yuan Christian University。
20.
Yang, S. F.(2006)。Exploring the Customer Satisfaction and Customer Loyalty of a Fitness Health Club from the Aspects of Experiential Marketing-The Case Study of the Branch of a Fitness Health Club(碩士論文)。National Taiwan Normal University。
21.
Yeh, M. L.(2006)。The Relationship among Experiential Marketing, Experiential Value, Customer Satisfaction and Customer Loyalty: An Empirical Study of Taipei City Beitou Sports Center(碩士論文)。National University of Tainan。
圖書
1.
Zheng, Z. F.(2000)。Sport Marketing。Taipei:Hwa-Tai Publishing。
圖書論文
1.
Oliver, R. L.、Bearden, W. O.(1983)。The Role of Involvement in Satisfaction Processes。Advances in Consumer Research。Provo, UT:Association for Consumer Research。
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