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題名:新聞網站服務品質、顧客滿意度與忠誠度關係之研究
書刊名:品質學報
作者:池文海 引用關係楊宗儒賀春生
作者(外文):Chih, Wen-haiYang, Tsung-juHo, Chen-shen
出版日期:2007
卷期:14:3
頁次:頁285-299
主題關鍵詞:新聞網站服務品質顧客滿意度顧客忠誠度Newspaper websiteService qualityCustomer satisfactionCustomer loyalty
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(9) 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:9
  • 共同引用共同引用:0
  • 點閱點閱:67
期刊論文
1.Xie, M.、Goh, T. N.、Wang, H.(1998)。Quality Dimensions of Internet Search Engines。Journal of Information Science,24(5),365-372。  new window
2.Reidenbach, R. E.、Sandifer-Smallwood, B.(1990)。Exploring perceptions of hospital operations by a modified SERVQUAL approach。Journal of Health Care Marketing,10(4),47-55。  new window
3.Bolton, Ruth N.(1998)。A dynamic model of the duration of customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science,17(1),45-65。  new window
4.Brown, T. J.、Churchill, G. A.、Peter, J. P.(1993)。Research note: improving the measuring of service quality。Journal of Retailing,69(1),127-139。  new window
5.Yang, Z.、Jun, M.(2002)。Customer perception of e-service quality: from internet purchaser and nonpurchaser perspective。Journal of Business Strategies,19(1),19-41。  new window
6.Pitt, L.、Morris, M. H.、Oosthuizen, P.(1996)。Expectations of service quality as an industrial market segmentation variable。The Service Industries Journal,16(1),1-9。  new window
7.Li, Y. N.、Tan, K. C.、Xie, M.(2002)。Measuring web-based service loyalty。Total Quality Management,13(5),685-700。  new window
8.Haley, R. I.(1968)。Benefit segmentation: a decision-orientated tool。Journal of Marketing,32(3),30-35。  new window
9.Lee, G. G.、Lin, H. F.(2005)。Customer perceptions of e-service quality in online shopping。International Journal of Retail and Distribution Management,33(2/3),161-176。  new window
10.Eastlick, M. A.、Lotz, S.(1999)。Profiling potential adopters and non-adopters of an interactive electronic shopping medium。International Journal of Retail and Distribution Management,27(6),209-223。  new window
11.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
12.Parasuraman, Ananthanarayanan、Grewal, Dhruv(2000)。Serving customers and consumers effectively in the twenty-first century: a conceptual framework and overview。Journal of the Academy of Marketing Science,28(1),9-16。  new window
13.Griffith, D. A.、Krampf, R. F.(1998)。An Examination of the Web-based Strategies of the Top 100 U.S. Retailers。Journal of Marketing Theory and Practice,6(3),12-23。  new window
14.Bon-Llusar, J. C.、Camisón-Zornoza, C.、Escrig-Tena, A. B.(2001)。Measuring the Relationship Between Firm Perceived Quality and Customer Satisfaction and Its Influence on Purchase Intentions。Total Quality Management,12(6),719-734。  new window
15.Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1993)。More on improving service quality measurement。Journal of Retailing,69(1),140-147。  new window
16.Van Dyke, T. P.、Kappelman, L. A.、Prybutok, V. R.(1997)。Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire。MIS Quarterly,21(2),195-208。  new window
17.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing,70(3),201-230。  new window
18.Babakus, Emin、Boller, Gregory W.(1992)。An Empirical Assessment of the SERVQUAL Scale。Journal of Business Research,24(3),253-268。  new window
19.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing,57(4),18-34。  new window
20.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。  new window
21.Singh, J.(1991)。Understanding the structure on consumer satisfaction evaluation of service delivery。Journal of the Academy of Marketing Science,19(3),223-234。  new window
22.Cronin, Joseph J. Jr.、Taylor, Steven A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。The Journal of Marketing,58(1),125-131。  new window
23.Pitt, Leyland F.、Watson, Richard T.、Kavan, C. Bruce(1995)。Service Quality: A Measure of Information Systems Effectiveness。MIS Quarterly,19(2),173-187。  new window
24.Cadotte, Ernest R.、Woodruff, Robert B.、Jenkins, Roger L.(1987)。Expectations and Norms in Models of Consumer Satisfaction。Journal of Marketing Research,24(3),305-314。  new window
25.Bloemer, J. M. M.、Kasper, H. D. P.(19950700)。The complex relationship between consumer satisfaction and brand loyalty。Journal of Economic Psychology,16(2),311-329。  new window
26.Newman, Joseph W.、Werbel, Richard A.(1973)。Multivariate Analysis of Brand Loyalty for Major Household Appliances。Journal of Marketing Research,10(4),404-409。  new window
27.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。  new window
28.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。  new window
29.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect。Harvard Business Review,73(6),88-99。  new window
30.Kettinger, William J.、Lee, Choong C.(1994)。Perceived Service Quality and User Satisfaction with the Information Services Function。Decision Sciences,25(5/6),737-766。  new window
31.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review,72(2),164-174。  new window
32.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
33.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
34.Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing,27(9),19-35。  new window
35.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
36.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。  new window
37.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
38.Baker, Dwayne A.、Crompton, John L.(2000)。Quality, satisfaction and behavioral intentions。Annals of Tourism Research,27(3),785-804。  new window
39.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
40.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing,9(4),5-17。  new window
41.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。  new window
42.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
43.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
44.Zeithaml, Valarie A.、Parasuraman, Ananthanarayanan、Malhotra, Arvind(2002)。Service quality delivery through Web sites: A critical review of extant knowledge。Journal of the Academy of Marketing Science,30(4),362-375。  new window
45.Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing,63(4_suppl 1),33-44。  new window
46.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
47.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
48.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
49.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
50.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
51.Griffin, A.、Page, A. L.(1996)。PDMA success measurement project: Recommended measures for product development success and failure。Journal of Product Innovation Management,13(6),478-496。  new window
研究報告
1.台灣經濟研究院(2002)。2002年台灣各產業景氣趨勢調查報告。台北。  延伸查詢new window
圖書
1.Kolter, P.、Armstrong, G.(1996)。Principles of Marketin。Englewood Cliffs, New Jersey:Prentice Hall。  new window
2.Rust, Roland T.、Zahorik, Anothony J.、Keiningham, Timothy L.(1996)。Service Marketing。New York:Mcgraw-Hill。  new window
3.Rayport, J. F.、Jaworski, B. J.(2001)。E-Commerce。New York:McGraw-Hill。  new window
4.Andrews, F. M.、Withey, S. B.(1976)。Social indicators of well-being: America' perception of life quality。New York, NY:Plenum Press。  new window
5.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。  new window
 
 
 
 
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