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題名：專業能力、關係品質與顧客關係管理效能之關聯性研究--以非金融綜合券商顧客為例
書刊名：朝陽商管評論
作者：趙清遠／黃義俊 引用關係／趙美雯／王崇禮
作者(外文)：Chao, Ching-yuan／Huang, Yi-chun／Chao, Mei-wen／Wang, Chung-li
出版日期：2009
卷期：8:1/2
頁次：頁67-100
主題關鍵詞：專業能力；關係品質；顧客關係管理效能；Professional skills；Relationship quality；Customer relationship management effectiveness
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:4
  • 共同引用共同引用:59
  • 點閱點閱:35
期刊論文
1.McNally, R. C.、Griffin, A.(2007)。A measure and initial test of managers' perceptions of relationship marketing in inter-organizational exchanges。Journal of the Academy of Marketing Science，35(3)，382-397。  new window
2.Berthon, P.、Hulbert, J. M.、Pitt, L. F.(1999)。Brand Management Prognostications。Sloan Management Review，40(2)，53-65。  new window
3.Moorman, C.、Deshpande, R.、Zaltman, G.(1993)。Factors effecting trust in market research relationships。Journal of Marketing，57(1)，81-101。  new window
4.Reinartz, W.、Krafft, M.、Hoyer, W. D.(2004)。The customer relationship management processes: Its measurement and impact on performance。Journal of Marketing Research，41(3)，293-305。  new window
5.Kandampully, J.(1998)。Service quality to service loyalty: A relationship that goes beyond customer service。Total Quality Management，9(6)，431-443。  new window
6.Ives, B.、Mason, R. O.(1990)。Can information technology revitalize your customer service?。Academy of Management Executive，4(4)，52-69。  new window
7.Chen, I. J.、Popovich, K.(2003)。Understanding customer relationship management (CRM): people, process and technology。Business Process Management Journal，9(5)，672-688。  new window
8.Peppard, J.(2000)。Customer Relationship Management in Financial Services。European Management Journal，18(3)，312-327。  new window
9.Reynolds, F. D.(1974)。An Analysis of Catalog Buying Behavior。Journal of Marketing，38(3)，47-51。  new window
10.Payne, A.(2002)。The value creation process in customer relationship management。Insight Interactive，7，1-17。  new window
11.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing，63，33-44。  new window
12.Leuthesser, L.(1997)。Supplier Relational Behavior: An Empirical Assessment。Industrial Marketing Management，26(3)，245-254。  new window
13.Lagace, R. R.、Dahlstrom, R.、Gassenheimer, J. B.(1991)。The relevance of ethical salesperson behavior on relationship quality: the pharmaceutical industry。Journal of Personal Selling and Sale Management，11(4)，39-47。  new window
14.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
15.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
16.Khalil, E. M.、Harcar, T. D.(1999)。Relationship Marketing and Data Quality Management。Advanced Management Journal，9，26-33。  new window
17.Jone, T.、Taylor, S. F.(2007)。The Conceptual Domain of Service Loyalty: How Many Dimensions?。Journal of Services Marketing，21(1)，36-51。  new window
18.Busch, P.、Wilson, D. T.(1976)。An Experimental Analysis of A Salesman's Expert And Referent Bases of Social Power in the Buyer-Seller Dyad。Journal of Marketing Research，13(1)，3-11。  new window
19.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
20.Kumar, Nirmalya(1996)。The Power of Trust in Manufacturer-retailer Relationships。Harvard Business Review，74(6)，92-106。  new window
21.Dorsch, M. J.、Swanson, S. R.、Kelley, S. W.(1998)。The role of relationship quality in the stratification of vendors as perceived by customers。Journal of the Academy of Marketing Science，26(2)，128-142。  new window
22.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing，51(2)，11-27。  new window
23.Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Perceived Interdependence on Dealer Attitudes。Journal of Marketing Research，32(3)，348-356。  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.Macintosh, Gerrard(2007)。Customer orientation, relationship quality, and relational benefits to the firm。Journal of Services Marketing，21(3)，150-159。  new window
27.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。  new window
28.Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing，15(1)，3-21。  new window
29.Swan, J. E.、Trawick, I. F.、Silva, D. W.(1985)。How industrial salespeople gain customer trust。Industrial Marketing Management，14(3)，203-211。  new window
30.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
31.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
32.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
33.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
34.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
35.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
36.林東清(20020200)。顧客關係管理(CRM)研究的一些相關理論模式與重要議題。資訊管理學報，9(專刊)，31-56。new window  延伸查詢new window
37.方世榮(20021200)。關係價值、關係品質與忠誠度之探討--零售銀行業的實證研究。管理學報，19(6)，1097-1130。new window  延伸查詢new window
38.Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing，12(1)，7-22。  new window
39.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
40.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
41.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
42.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
43.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
44.Woodside, A. G.、Davenport, W. J.(1974)。The Effect of Salesmen Similarity and Expertise in Consumer Purchasing Behavior。Journal of Marketing Research，11，198-202。  new window
會議論文
1.林碧玉、林定玉(2005)。顧客關係管理之研究--以台灣地區壽險業為例。Marketing 2005台灣行鎖研討會。台北市：國立台北大學。  延伸查詢new window
學位論文
1.吳師豪(2004)。關係品質與關係結果之研究(博士論文)。國立臺北大學。new window  延伸查詢new window
2.陳嘉珮(2003)。銀行關係行銷策略對關係品質與顧客忠誠度影響之研究--以國內現金卡市場為例(碩士論文)。東吳大學，台北市。  延伸查詢new window
3.林麗婷(2001)。國中公民與道德科教師經濟教育專業能力之研究--以高雄地區為例(碩士論文)。國立臺灣師範大學。  延伸查詢new window
圖書
1.Dwyer, F. R.(1986)。On the nature and role of buyer-seller trust。Chicago：American Marketing Association。  new window
2.Berry, Leonard L.、Parasuraman, A.(1991)。Marketing service-competing throught quality。New York：The Free Press：A Division of Macmillan Inc.。  new window
3.Peter, P. J.、Olson, C. J.(2000)。Consumer Behavior and Marketing Strategy。McGraw-Hill Co.。  new window
4.Forum Corporation(1989)。Service breakthrough。New York：The Free Press。  new window
5.Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。  new window
6.Jarvis, P.(1983)。Profession Education。London：Croon Helm。  new window
圖書論文
1.Taylor, J. L.、Woodside, A. G.(1981)。Exchange behavior among salesman and customers in natural settings。Buyer-Seller Interactions: Empirical Research and Normative Issues。Chicago：American Marketing Association。  new window
 
 
 
 
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