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題名：服務品質、信任與承諾對行為意圖之影響--干擾效果的探討
書刊名：服務業管理評論
作者：張淑青
出版日期：2005
卷期：1:2
頁次：頁147-172
主題關鍵詞：服務品質；信任；承諾；行為意圖；Service quality；Trust；Commitment；Behavioral intentions
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(3) 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:3
  • 共同引用共同引用:31
  • 點閱點閱:33
期刊論文
1.林隆儀、李水河(20050200)。關係品質在服務外包對組織績效的影響效果之研究--以交通部暨所屬機關為例。臺灣管理學刊，5(1)，75-99。new window  延伸查詢new window
2.Dwyer, F. R.、Schurr, P. H.、Oh, S.(1987)。Developing of long-term orientation in buyer-seller relationships。Journal of Marketing，51(2)，11-27。  new window
3.Gounaris, Spiros P.、Venetis, K.(2002)。Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship。Journal of Services Marketing，16(7)，636-655。  new window
4.方世榮、張嘉雯、黃識銘(20030200)。組織間關係長期導向之影響因素的探討--中小企業特質的干擾作用。臺灣管理學刊，3(1)，101-124。new window  延伸查詢new window
5.Ekinci, Yuksel(2002)。A Review of Theoretical Debates on the Measurement of Service Quality: Implications for Hospitality Research。Journal of Hospitality & Tourism Research，26(3)，199-216。  new window
6.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Customer orientation: Effects on customer service perceptions and outcome behaviors。Journal of Service Research，3(3)，241-251。  new window
7.Chenet, Pierre、Tynan, Caroline、Money, Arthur(1999)。Service Performance Gap: Re-evaluation and Redevelopment。Journal of Business Research，46(2)，133-147。  new window
8.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
9.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
10.Varki, Sajeev、Colgate, Mark(2001)。The role of price perceptions in an integrated model of behavioral intentions。Journal of Service Research，3(3)，232-240。  new window
11.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
12.Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations。Journal of Marketing Research，29(3)，314-328。  new window
13.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
14.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
15.Baron, Reuben M.、Kenny, David A.(1986)。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
16.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
17.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
18.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
19.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
20.張淑青(19960300)。中正機場公民營航空貨運站服務品質之研究。運輸學刊，9(1)=31，101-115。new window  延伸查詢new window
21.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
22.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research，4(3)，230-247。  new window
23.Grönroos, Christian(1984)。A Service Quality Model and Its Marketing Implication。European Journal of Marketing，18(4)，36-44。  new window
24.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
25.Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing，69(1)，61-103。  new window
26.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
27.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
28.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
29.Anderson, Eugene W.(1998)。Customer satisfaction and Word-of-Mouth。Journal of Service Research，1(1)，5-17。  new window
30.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
會議論文
1.陳得發、王昭雄(2004)。信任模式對顧客忠誠度影響之研究--以直銷業為例。第九屆直銷學術研討會，237-270。  延伸查詢new window
2.曹文琴、林憐岑、侯秀珍、熊儀欣、曾怡慧(2004)。信任模式對顧客忠誠度影響之研究--以直銷業為例。第九屆直銷學術研討會論文。  延伸查詢new window
研究報告
1.邱志聖(2003)。服務滿意、信任、與專屬性資產對顧客零售點忠誠之影響：探討零售業種消費動機的干擾效果 (計畫編號：NSC91-2416-H-004-007)。  延伸查詢new window
2.王又鵬(2002)。信任量表發展之研究。  延伸查詢new window
3.林娟娟(2002)。建構網站使用者信任之研究。  延伸查詢new window
4.吳錦波(2001)。台灣產業推動電子商務之整合型研究--藉由建立消費者對網路購物環境的信任模式以提高客戶忠誠度。  延伸查詢new window
5.陳正男(2001)。加盟體系信任與承諾關係及其相關影響因素之研究。  延伸查詢new window
6.葉怡玉(1998)。組織信任的初探：認知取向。  延伸查詢new window
7.葉怡玉(1999)。組織信任。  延伸查詢new window
8.Lehtinen, Uolevi、Lehtinen, Jarmo R.(1982)。Service quality: A study of quality dimensions。Helsinki：Service Management Institute。  new window
圖書
1.陳正昌、程炳林(1998)。SPSS、SAS、BMDP統計軟體在多變量統計上的應用。臺北市：五南圖書出版股份有限公司。  延伸查詢new window
2.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Smith, Ruch A.、Houston, Michael J.(1982)。Script-Based Evaluation of Satisfaction with Services。Emerging Perspectives on Services Marketing。Chicago：American Marketing。  new window
2.Lewis, Robert C.、Booms, Bernard H.(1983)。The marketing aspects of service quality。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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