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題名:購物網站之網路顧客關係管理對忠誠度影響--顧客觀點
書刊名:資訊管理學報
作者:李淑芳 引用關係
作者(外文):Lee, Su-fang
出版日期:2008
卷期:15:4
頁次:頁177-203
主題關鍵詞:社會交換經濟交換顧客關係管理關係品質關係式忠誠度交易式忠誠度Social exchangeEconomic exchangeCustomer relationship managementRelational qualityLoyalty
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(5) 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:5
  • 共同引用共同引用:10
  • 點閱點閱:40
期刊論文
1.Reinartz, W. J.、Kumar, V.(2002)。The Mismanagement of Customer Loyalty。Harvard Business Review,80(7),86-94。  new window
2.Hennig-Thurau, T.、Hansen, U.、Langer, M. F.(2001)。Modeling and managing student loyalty: An approach based on the concept of relationship quality。Journal of Service Research,3(4),331-344。  new window
3.Dekimpe, G. M.、Francois, Pierre、Gopalakrishna, Srinath、Van den Bulte, Christophe(1997)。Generalizing about trade show effectiveness: A cross-national comparison。Journal of Marketing,61(4),55-64。  new window
4.Chen, Q.、Chen, H. M.(2004)。Exploring the Success Factors of Ecrm Strategies in Practice。Journal of Database Marketing & Customer Strategy Management,11(4),333-343。  new window
5.Devaraj, S.、Kohli, R.(2003)。Performance Impacts of Information Technology: Is Actual Usage the Missing Link?。Management Science,49(3),273-289。  new window
6.Campbell, Alexandra J.(2003)。Creating Customer Knowledge Competence: Managing Customer Relationship Management Programs strategically。Industrial Marketing Management,32(5),375-383。  new window
7.Monroe, K. B.、Guiltinan, J. P.(1975)。An Path-Analytic Exploration of Retail Patronage Influences。Journal of Consumer Research,2,19-28。  new window
8.Das, T. K.、Teng, B. S.(2001)。Trust, Control, and Risk in Strategic Alliances: An Integrated Framework。Organization Studies,22(2),251-283。  new window
9.Day, George S.(1969)。A two-dimensional concept of brand loyalty。Journal of Advertising Research,9(3),29-36。  new window
10.Prichard, Mark P.、Havitz, Mark E.、Haward, Dennis R.(1999)。Analyzing the Commitment: Loyalty Link in Service Contexts。Journal of the Academy of Marketing Science,27(3),333-348。  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.Shoemaker, Stowe、Lewis, Robert C.(1999)。Customer Loyalty: The Future of Hospitality Marketing。International Journal of Hospitality Management,18(4),345-370。  new window
13.Gouldner, Alvin W.(1960)。The Norm of Reciprocity: A Preliminary Statement。American Sociological Review,25(2),161-178。  new window
14.Gommans, Marcel、Krishnan, Krish S.、Scheffold, Katrin B.(2001)。From brand loyalty to e-loyalty: A conceptual framework。Journal of Economic and Social Research,3(1),43-58。  new window
15.Schultz, D. E.、Bailey, S.(2000)。Customer/brand loyalty in an interactive marketplace。Journal of Advertising Research,40(3),41-52。  new window
16.Han, Jin K.、Kim, Namwoon、Srivastava, Rajendra K.(1998)。Market Orientation and Organizational Performance: Is Innovation a Missing Link?。Journal of Marketing,62(4),30-45。  new window
17.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
18.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
19.Bendapudi, N.、Berry, L. L.(1997)。Customers' motivations for maintaining relationships with service providers。Journal of Retailing,73(1),15-37。  new window
20.Park, C.-H.、Kim, Y.-G.(2006)。The Effect of Information Satisfaction and Relational Benefit on Consumers' Online Shopping Site Commitments。Journal of Electronic Commerce in Organizations,4(1),70-90。  new window
21.Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review,78(4),105-113。  new window
22.Szymanski, David M.、Hise, Richard T.(2000)。E-satisfaction: An initial examination。Journal of Retailing,76(3),309-322。  new window
23.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing,51(2),11-27。  new window
24.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。  new window
25.Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing,14(8),737-764。  new window
26.Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing,15(1),3-21。  new window
27.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
28.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
29.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
30.Slater, Stanley F.(1997)。Developing a customer value-based theory of the firm。Journal of the Academy of Marketing Science,25(2),162-167。  new window
31.Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research,32(1),54-65。  new window
32.De Wulf, Kristof、Odekerken-Schröder, Gaby J.、Iacobucci, Dawn(2001)。Investments in consumer relationships: A cross-country and cross-industry exploration。Journal of Marketing,65(4),33-50。  new window
33.Jacoby, Jacob、Kyner, David B.(1973)。Brand Loyalty vs. Repeat Purchasing Behavior。Journal of Marketing Research,10(1),1-9。  new window
34.Lim, Kui Suen、Razzaque, Mohammed Abdur(1997)。Brand Loyalty and Situational Effects: An Interactionist Perspective。Journal of International Consumer Marketing,9(4),95-115。  new window
35.Srinivasan, Srini S.、Anderson, Rolph、Ponnavolu, Kishore(2002)。Customer loyalty in e-Commerce: An exploration of its antecedents and consequences。Journal of Retailing,78(1),41-50。  new window
36.Erickson, Gary M.、Johansson, Johny K.、Chao, Paul(1984)。Image Variables in Multi-Attribute Product Evaluations: Country-of-Origin Effects。Journal of Consumer Research,11(2),694-699。  new window
37.Schoorman, F. David、Mayer, Roger C.、Davis, James H.(2007)。An Integrative Model of Organizational Trust: Past, Present, and Future。Academy of Management Review,32(2),344-354。  new window
38.Anderson, Eugene W.(1998)。Customer satisfaction and Word-of-Mouth。Journal of Service Research,1(1),5-17。  new window
39.Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing,65(2),81-93。  new window
40.Kuwabara, K.(2000)。Linux: A Bazoar at the Edge of Chaos。Firstmonday,5,1-61。  new window
41.Rust, R. T.、Lemon, K. N.(2001)。E-service and the Consumer。International Journal of Electronic Commerce,5,85-101。  new window
42.Zablah, A.、Bellenger, D.、Johnston, W.(2004)。An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common under Standing of an Emerging Phenomenon。Industrial Marketing Management,33,475-489。  new window
43.Cory, G. A.(2006)。A Behavioral Model of the Dual Motive Approach to Behavioral Economics and Social Exchange。The Journal of Socio-economics,35,592-612。  new window
44.Gummesson, E.(1987)。Lip Service - A Neglected Area in Service Marketing。Journal of Services Marketing,1(1),19-23。  new window
45.Crosby, L. A.、Johnson, S. L.(2002)。CRM and Management。Marketing Management,11(1),10-11。  new window
46.Comer, J. M.、Mehta, R.、Holmes, T. L.(1998)。Information Ttechnology: Retail Users versus Nonusers。Journal of Interactive Marketing,12(2),49-62。  new window
47.Holmlund, M.(2001)。The D & D model: Dimensions and Domains of Relationship Quality Perceptions。The Service Industries Journal,21(3),13-36。  new window
48.Fletcher, T. M.、Xiao, N.、Mautino, G.、Baumann, C. T.、Wolford, R.、Warren, B. S.、Hager, G. L.(2002)。ATP-dependent Mobilization of the Glucocorticoid Receptor during Chromatin Remodeling。Molecular and Cellular Biology,22(10),3255-3263。  new window
49.Chen, H.-M.、Chen, Q.、Kazmzn, R.(2007)。The Affective and Cognitive Impacts of Perceived Touch on Online Customers' Intention to Return in the Web-based eCRM Environment。Journal of Electronic Commerce in Organizations,5(1),69-91。  new window
50.Gilbert, D. C.、Powell-Perry, J.、Widijoso, S.(1999)。Approaches by Hotels to the Use of the Internet as a Relationship Marketing Tool。Journal of Marketing Practice: Applied Marketing Science,5(1),21-38。  new window
51.Wind, Yoram、Mahajan, Vijay(1988)。New Product Development Process: A Perspective for Reexamination。Journal of Product Innovation Management,5(4),304-310。  new window
52.Reinartz, W. J.、Kumar, V.(2003)。The Iimpact of Customer Relationship Characteristics on Profitable Llifetime Duration。Journal of Marketing,67(1),77-99。  new window
53.Geyskens, I.、Steenkamp, J. E. M.(2000)。Economic and Social Satisfaction: Measurement and Relevance to Marketing Channel Relationship。Journal of Retailing,76(1),11-32。  new window
54.LaRow, M.(2002)。The Five Engines of ECRM。Computer Technology Review,39-54。  new window
會議論文
1.Rowley, J. E.(2000)。Understanding Loyalty and Loyal: The Customer Perspective。0。  new window
學位論文
1.Gremler, Dwayne D.(1995)。The Effect of Satisfaction, Switching Costs, and Interpersonal Bonds on Service Loyalty(博士論文)。Arizona State University,Tempe, Arizona。  new window
2.丁學勤(2003)。公平性對通路關係品質影響之研究(博士論文)。國立成功大學。new window  延伸查詢new window
圖書
1.Turban, E.、King, D.、Lee, J.、Viehland, D.(2006)。Electronic Commerce 2006: A Managerial Perspective。Upper Saddle River, NJ:Prentice Hall。  new window
2.Sheth, J. N., Mittal, B.,、Newman, B. I.(1999)。Consumer Behavior。New York, NY:Prentice-Hall, Englewood Cliffs。  new window
3.Kumar, N.、Hibbard, J. D.、Stern, L. W.、Marketing Science Institute(1994)。The Nature and Consequences of Marketing Channel Intermediary Commitment。Cambridge:Marketing Science Institute。  new window
4.Keegan, W. J.(2002)。Global Marketing Management。Englewood Cliffs, NJ:Prentice-Hall。  new window
5.Blau, P. M.(1964)。Exchange and Power in Social Life。New York:John Wiley and Sons。  new window
6.Hoyer, W. D.、Maclnnis, D. J.(2007)。Consumer Behavior。Boston:Houghton Mifflin Co。  new window
7.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。  new window
8.Jackson, Barbara B.(1985)。Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships。Lexington, MA:D. C. Heath and Company。  new window
9.Blattberg, Robert C.、Neslin, Scott A.(1990)。Sales Promotion: Concepts, Methods, and Strategies。Prentice Hall。  new window
10.Peppers, D.、Rogers, M.(2004)。Managing Customer Relationships: A Strategic Framework。Managing Customer Relationships: A Strategic Framework。Hoboken, NJ。  new window
11.Cravens, Lamb, C. W.、Crittenden, V. L.(2002)。Strategic Marketing Management and Cases。Strategic Marketing Management and Cases。0。  new window
其他
1.Shahnam, L.(2003)。What's Really CRM,0。  new window
圖書論文
1.Lutz, Richard J.(1991)。The Role of Attitude Theory in Marketing。Perspective in Customer Behavior。Upper Saddle River, NJ。  new window
 
 
 
 
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