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題名:消費者滿意度與展現友好行為關係之研究--以東西方觀光客搭乘臺北捷運為例
書刊名:國立臺中技術學院學報
作者:劉莉玲陳美瑤
作者(外文):Liu, Li-lingChen, Mei-yau
出版日期:2010
卷期:14
頁次:頁201-216
主題關鍵詞:展現友好行為消費者滿意度友善度可信度Disclosing intimacyConsumers' satisfactionBenevolenceCredibility
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 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:0
  • 共同引用共同引用:222
  • 點閱點閱:40
期刊論文
1.Morgan, Robert M.、Hunt, Shelby D.(1994)。The Commitment-Trust Theory of Relationship Marketing。Journal of Marketing,58(3),20-38。  new window
2.Churchill, G. A. Jr.、Surprenant, C.(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
3.Anderson, E. W.、Fornell, Claes、Lehmann, D. R.(1994)。Customer Satisfaction, Market Share, and Profitability: Findings from Sweden。Journal of Marketing,58,53-66。  new window
4.Ping, R. A.(1993)。The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect。Journal of Retailing,69(3),320-352。  new window
5.Oliver, R. L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
6.Heskett, J. L.、Jones, T. O.、Loveman, G. W.、Sasser, W. E. Jr.、Schlesinger, L. A.(1994)。Putting the service profit chain to work。Harvard Business Review,72(2),105-111。  new window
7.Hansen, H.(2003)。Antecedents to consumers' disclosing intimacy with service employees。The Journal of Services Marketing,17(6/7),573-586。  new window
8.林政榮(1997)。從消費者滿意到消費者價值管理。品質管制月刊,2。  延伸查詢new window
9.Bloemer, J. M. M.、Kasper, H. D. P.(1995)。He complex relationship between consumer satisfaction and brand loyalty。Journal of Economic Psychology,16,311-29。  new window
10.Grigaliunas, B. S.、Herzberg, F.(1971)。Relevancy in the test of motivator-hygiene theory。Journal of Applied Psychology,55,73-79。  new window
11.Gupta, M.(1983)。A basis for friendly dyadic interpersonal relationships。Small Group Behavior,14(1),15-33。  new window
12.Richins, M.(1983)。Negative word-of-mouth by dissatisfied customers: a pilot study。Journal of Marketing,47(1),67-7。  new window
13.Selnes, F.、Gønhaug, K.(2000)。Effects of supplier reliability and benevolence in business marketing。Journal of Business Research,49(3),259-271。  new window
14.許志超(1988)。Measurement of individualism-collectivism。Journal of Research in Personality,22,17-36。  new window
15.Markus, Hazel Rose、Kitayama, Shinobu(1991)。Cultural and the Self: Implications for Cognition, Emotion, and Motivation。Psychological Review,98(2),224-253。  new window
16.Day, George S.(1969)。A two-dimensional concept of brand loyalty。Journal of Advertising Research,9(3),29-36。  new window
17.Rusbult, Caryl E.、Bunnk, B. P.(1993)。Commitment processes in close relationships: An interdependence analysis。Journal of Social and Personal Relationships,10(2),175-204。  new window
18.Triandis, H. C.(1989)。The self and social behavior in differing cultural contexts。Psychological Review,96(3),506-520。  new window
19.Gouldner, Alvin W.(1960)。The Norm of Reciprocity: A Preliminary Statement。American Sociological Review,25(2),161-178。  new window
20.周泰華、黃俊英、郭德賓(19990300)。服務品質與顧客滿意評量模式之比較研究。輔仁管理評論,6(1),37-67。new window  延伸查詢new window
21.Treacy, Michael、Wiersema, Fred(1993)。Customer Intimacy and Other Value Disciplines。Harvard Business Review,71(1),84-93。  new window
22.Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science,26(2),101-114。  new window
23.樊景立、鄭伯壎(20000600)。華人組織的家長式領導:一項文化觀點的分析。本土心理學研究,13,127-180。new window  延伸查詢new window
24.Deighton, John、Sorrell, M.(1996)。The Future of Interactive Marketing。Harvard Business Review,74(6),151-160。  new window
25.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research,17(4),375-384。  new window
26.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
27.廖述賢、胡大謙、鐘慧瑩(20080300)。國際觀光旅館主管與部屬關係、工作滿足與組織承諾關聯性之研究。人力資源管理學報,8(1),1-23。new window  延伸查詢new window
28.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
29.Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing,58(2),1-19。  new window
30.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。  new window
31.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research,4(1),149-154。  new window
32.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
33.Shim, S.(1996)。Adolescent Consumer Decisional-making Styles: The Consumer Socialization Perspective。Psychology & Marketing,13,547-569。  new window
34.Blodgett, J. G.、Granbois, D. H.、Walters, R. G.(1993)。The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and Repatronage Intentions。Journal of Retailing,69(4),399-414。  new window
35.Kohli, A. K.、Jaworski, B. J.(1990)。Market Orientation, Research Propositions, and Managerial Implications。Journal of Marketing,54(2),1-18。  new window
36.Moon, Youngme(2000)。Intimate exchanges: Using computers to elicit self-disclosure from consumers。The Journal of Consumer Research,26(4),323-339。  new window
37.Singh, J.(1991)。Understanding the structure on consumer satisfaction evaluation of service delivery。Journal of Academy of Marketing Science,19(3),223-234。  new window
38.Keng, K. A.、Yang, C.(1993)。Personal Values, Demographics and Consumption Behavior: A Study of Taiwanese Consumers。Journal of International Consumer,6,27-28。  new window
會議論文
1.洪咸友、郭亮、徐永虎(2005)。中西文化模式之差異與中外人才管理之接軌。第四屆兩岸產業發展與經營管理學術研討會。  延伸查詢new window
研究報告
1.Tse, D. K.、Wong, J. K.(1993)。Are We There Yet? Testing and Extending Levitt’s Market Globalization Paradigm。Business and Management Department, City University of Hong Kong。  new window
圖書
1.Oliver, Richard L.(1997)。Satisfaction: A Behavioral Perspective on the Consumer。New York, NY:Irwin/MaGraw-Hill。  new window
2.Howard, J. A.、J. N. Sheth(1969)。The Theory of Buyer Behavior。New York:John Wiley & Sons。  new window
3.蔡瑞宇(1996)。消費者行為學。天一出版社。  延伸查詢new window
4.鄭伯壎(1984)。消費心理學。大洋出版社。  延伸查詢new window
5.McCall, M. M.(1970)。Boundary rules in relationships and encounters。Social Relationships。Chicago, IL:Aldine Publishing Company。  new window
6.Hempel, D. J.(1977)。Customer Satisfaction with the Home Buying Process。Measurement, MA:Conceptualization:Marketing Science Institute。  new window
7.Heskett, James L.、Sasser, Gary W. Earl Jr.、Schlesinger, Leonard A.(1997)。The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value。New York:A Division of Simon & Schuster Inc。  new window
8.Peppers, Don、Rogers, Martha(1993)。The one to one future: Building relationships one customer at a time。New York, NY:Doubleday。  new window
9.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。  new window
10.Simmel, George(1964)。The Sociology of George Simmel。New York.:Free Press。  new window
其他
1.毛淞鶴,楊淑惠(1992)。科學月刊全文資料庫:「捷運系統」專輯,軌道式大眾運輸系統。  延伸查詢new window
2.台北捷運公司(2005)。2005年及2004年台北捷運公司年報。  延伸查詢new window
3.交通部觀光局(2009)。97年12月暨全年觀光市場概況,http://admin.taiwan.net.tw/statistics/release_show.asp?selno-1931., 2009/01/20。  延伸查詢new window
4.Meulenbroek, R. A.(2008)。Managing "keep" factors of office tenants to raise satisfaction and loyalty。  new window
圖書論文
1.Triandis, H. C.(1987)。Collectivism and Individualism: A Reconceptualization of a Basic Concept in Cross-Cultural Social Psychology。Personality, Cognition and Values。London:McMillan。  new window
2.Gabrenya, W. K. Jr.、黃光國(1996)。Chinese Social Interaction: Harmony and Hierarchy on the Good Earth。The Handbook of Chinese Psychology。Oxford University Press。  new window
3.Praff, M.(1977)。The index of customer satisfaction measurement and opportunity, the conceptualization of consumer satisfaction and dissatisfaction。Consumer satisfaction/dissatisfaction。Cambridge, MA:Marketing Science Institute。  new window
4.Yi, Y.(1990)。A Critical Review of Consumer Satisfaction。Review of Marketing。American Marketing Association。  new window
5.Bauer, Raymond A.(1960)。Consumer Behavior as Risk Taking。Dynamic marketing for a Changing World。Chicago:American Marketing Association。  new window
 
 
 
 
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