壽險業務人員的道德行為對顧客忠誠影響之研究__臺灣人文及社會科學引文索引資料庫

:::

詳目顯示

第 1 筆 / 總合 1 筆

/1頁

來源文獻資料
摘要
外文摘要
引文資料

題名：	壽險業務人員的道德行為對顧客忠誠影響之研究
書刊名：	醒吾學報
作者：	林素綉
作者(外文)：	Lin, Su Siou
出版日期：	2011
卷期：	43
頁次：	頁89-113
主題關鍵詞：	道德行為；關係利益；顧客滿意；顧客忠誠；Ethical behavior；Relational benefit；Customer satisfaction；Customer loyalty
原始連結：	連回原系統網址
相關次數：	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:0 共同引用:33 點閱:42

顧客忠誠是企業經營的重要目標，尤其在服務業，常需透過第一線之人員與顧客互動，建立長期關係。以本研究的壽險業而言，業務人員在業績壓力之下，常有不道德銷售行為出現，此種行為將破壞顧客滿意與忠誠，影響雙方長期關係。故本研究以壽險公司客戶為調查對象，從顧客的知覺信心利益角度，探討業務人員的道德行為對顧客忠誠之影響。經由SEM 驗證顯示，道德行為對顧客忠誠並無直接顯著影響，而是透過顧客知覺信心利益及顧客滿意的間接影響，其中尤以顧客知覺信心利益居最重要之影響角色。根據實証結果，本研究作進一步之討論並提出管理及實務上之意涵。

以文找文

This paper examines how insurance salespeople’s ethical behavior effects the customer’s perceived relational benefit and customer satisfaction, which in turn influence customer loyalty. The main findings of this paper show that salespeople’s ethical behavior has no significant direct effect on customer loyalty, but does have positive indirect effects on customer loyalty through the customer’s perceived confidence benefit and customer satisfaction. Moreover, the customer’s perceived confidence benefit has the most important indirect effect. Managerial and practical implications are discussed, and suggestions for future research are provided.

以文找文

期刊論文
1.	Kristensen, K.、Martensen, A.、Gronholdt, L.(1999)。Measuring the impact of buying behavior on customer satisfaction。Total Quality Management，10(4/5)，602-614。
2.	Patterson, P. G.、Smith, T.(2001)。Relationship Benefits in Service Industries: A Replication in a South East Asian Context。Journal of Services Marketing，15(6/ 7)，425-443。
3.	Palmatier, R. W.、Scheer, L. K.、Steenkamp, Jan-Benedict E. M.(2007)。Customer loyalty to whom? Managing the benefits and risks of salesperson-owned loyalty。Journal of Marketing Research，44(2)，185-199。
4.	Vesel, P.、Zabkar, V.(2009)。Managing Customer Loyalty through the Mediating Role of Satisfaction in the DIY Retail Loyalty Program。Journal of Retailing and Consumer Services，16(5)，396-406。
5.	Larzelere, Robert E.、Huston, Ted L.(1980)。The Dyadic Trust Scale: Toward Understanding Interpersonal Trust in Close Relationships。Journal of Marriage and the Family，42(3)，595-604。
6.	Schwepker, C. H.、Good, D. J.(2007)。Exploring the relationships among sales manager goals, ethical behavior and professional commitment in the salesforce: Implications for forging customer relationships。Journal of Relationship Marketing，6(1)，3-18。
7.	Kelly, K.、Schine, E.(199206)。How Did Sears Blow This Gasket?。Business Week，38-39。
8.	Yen, H. J. R.、Gwinner, K. P.(2003)。Internet Retail Customer Loyalty: The Mediating Role of Relational Benefits。International Journal of Service Industry Management，14(5)，483-500。
9.	Ramsey, R.、Marshall, G. W.、Johnston, M.、Deeter-Schmelz, D. R.(2007)。Ethical Ideologies and Older Consumer Perceptions of Unethical Sales Tactics。Journal of Business Ethics，70(2)，191-207。
10.	方世榮、許秋萍(20050400)。科技型與人際型服務接觸對關係利益的影響。管理評論，24(2)，53-76。延伸查詢
11.	Moorman, C.、Deshpande, R.、Zaltman, G.(1993)。Factors effecting trust in market research relationships。Journal of Marketing，57(1)，81-101。
12.	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。
13.	Johnson, J. T.、Barksdale, H. C. J.、Boles, J. S.(2003)。Factors Associated with Customer Willingness to Refer Leads to Salespeople。Journal of Business Research，56(4)，257-263。
14.	Gronroos, C.(1995)。Relationship Marketing: The Strategy Continuum。Journal of the Academy of Marketing Science，23(4)，252-254。
15.	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。
16.	Chiou, Jyh-Shen、Droge, Cornelia、Hanvanich, Sangphet(2002)。Does Customer Knowledge Affect How Loyalty is Formed?。Journal of Service Research，5(2)，113-124。
17.	Sheth, Jagdish N.、Parvatiyar, Atul(1995)。Relationship Marketing in Consumer Markets: Antecedents and Consequences。Journal of the Academy of Marketing Science，23(4)，255-271。
18.	Reynolds, Kristy E.、Beatty, Sharon E.(1999)。Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing。Journal of Retailing，75(1)，11-32。
19.	Román, S.(2003)。The Impact of Ethical Sales Behavior on Customer Satisfaction, Trust and Loyalty to the Company: An Empirical Study in the Financial Services Industry。Journal of Marketing Management，19(9/10)，915-939。
20.	Westbrook, R. A.(1980)。Intrapersonal affective influences on consumer satisfaction with products。Journal of Consumer Research，7(1)，49-54。
21.	謝依靜、吳嘉慧(20040800)。金融服務業顧客關係利益與忠誠度之探討。臺灣管理學刊，4(2)，225-249。延伸查詢
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。
23.	Cunningham, Ross M.(1956)。Brand loyalty: What, where, how much?。Harvard Business Review，34(1)，116-128。
24.	Newman, Joseph W.、Werbel, Richard A.(1973)。Multivariate Analysis of Brand Loyalty for Major Household Appliances。Journal of Marketing Research，10(4)，404-409。
25.	Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing，60(4)，7-18。
26.	Hunt, Shelby D.、Vitell, Scott J.(1986)。A general theory of marketing ethics。Journal of Macromarketing，6(1)，5-16。
27.	Caruana, A.(2002)。Service loyalty: the effects of service quality and the mediating role of customer satisfaction。European Journal of Marketing，36(7/8)，811-828。
28.	Jones, Michael A.、Mothersbaugh, David L.、Beatty, Sharon E.(2002)。Why Customers Stay: Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes。Journal of Business Research，55(6)，441-450。
29.	Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science，23(4)，246-251。
30.	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。
31.	Chin, Wynne W.、Todd, Peter A.(1995)。On the use, usefulness, and ease of use of structural equation modeling in MIS research: a note of caution。MIS Quarterly，19(2)，237-246。
32.	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。
33.	Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing，76(2)，193-218。
34.	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。
35.	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。
36.	Williamson, Oliver E.(1981)。The Economics of Organization: The Transaction Cost Approach。American Journal of Sociology，87(3)，548-577。
37.	Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。
38.	Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science，23(4)，236-245。
39.	Lee, Moonkyu、Cunningham, Lawrence F.(2001)。A Cost/Benefit Approach to Understanding Service Loyalty。Journal of Services Marketing，15(2)，113-130。
40.	Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing，54(1)，42-58。
41.	Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。
42.	Kennedy, Mary Susan、Ferrell, Linda K.、LeClair, Debbie Thorne(2001)。Consumers' Trust of Salesperson and Manufacturer: An Empirical Study。Journal of Business Research，51(1)，73-86。
43.	Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。
44.	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。
45.	Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。
46.	Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。
47.	Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。
48.	嚴秀茹、陳家祥、呂佩廷、許翠谷(2005)。服務e化對關係行銷成效之影響--以網路自助服務科技爲例。資訊管理學報，12(1)，1-28。延伸查詢
49.	Bellizzi, Joseph A.、Bristol, T.(2005)。Supervising the unethical selling behavior of top sales performers: assessing the impact of social desirability bias。Journal of Business Ethics，57(4)，377-388。
50.	Bloemer, J.、Lemmink, A. M.(1992)。Customer loyalty in high and low involvement service settings: the moderating impact of positive emotions。Journal of marketing management，15(4)，315-330。
51.	Boedecker, K. A.、Morgan, F. W.、Stoltman, J. J.(1991)。Legal dimensions of salespersons' statement:A review and managerial suggestions。Journal of Marketing，55(January)，70-80。
52.	Ebejer, J. M.、Morden, M. J.(1988)。Paternalism in the marketplace: should a salesman be his buyer's keeper?。Journal of Business Ethics，7，337-339。
53.	Ferrell, O. C.、Johnston, M. W.、Ferrell, L.(2007)。A framework for personal selling and sales management ethical decision making。Journal of Personal Selling & Sales Management，27(4)，291-299。
54.	Han, Xiaoyun、Kwortnik, R. J. Jr.、Wang, Chunxiao(2008)。Service loyalty--An integrative model ad examination across service contexts。Journal of Service Research，11(1)，22-42。
55.	Dubinsky A. J.、Jolson, M. A.、Michaels, R. E.、Kotabe, M.、Un, Lim Chae(1992)。Ethical perceptions of field sales personnel: An empirical assessment。Journal of Personal Selling & Sales Management，12(4)，9-12。
56.	Grisaffe, Douglas B.、Jaramillo, Fernando(2007)。Toward higher levels of ethics: preliminary evidence of positive outcomes。Journal of Personal Selling & Sales Management，27(4)，355-371。
57.	Hansen, John D.、Riggle, R. J.(2009)。Ethical salesperson behavior in sales relationships。Journal of Personal Selling & Sales Management，XXIX(2)，151-166。
58.	Howe, V.、Hoffmanm, K. D.、Hardigree, D. W.(1994)。The relationship between ethical and customer-oriented service provider behaviors。Journal of Business Ethics，13(7)，497-506。
59.	Ingram, T. N.、Laforge, R. W.、Schwepker, Jr. C. H.(2007)。Salesperson ethical decision making: The impact of sales leadership and sales management control strategy。Journal of Personal Selling & Sales Management，27(4)，301-315。
60.	Kang, Y. S.、Ridgway, N. M.(1996)。The importance of consumer market interactions as a form of social support for elderly consumers。Journal of Public Policy & Marketing，15(1)，108-117。
61.	Marchetti, Michele(1997)。Whatever it takes。Sales and Marketing Management，149(13)，28-36。
62.	McClaren, Nicholas(2000)。Ethics in personal selling and sales management: A review of the literature focusing on empirical findings and conceptual foundations。Journarof Business Ethics，27(3)，285-303。
63.	Robertson, D. C.、Anderson, E.(1993)。Control system and task environment effects of ethical judgment: an exploratory study of industrial sales people。Organization Science，4(4)，617-644。
64.	Román, S.、Ruiz, S.(2005)。Relationship outcomes of perceived ethical sales behaviour: The customer's perspective。Journal of Business Research，58(4)，439-445。
65.	Strout, Erin(2002)。To tell the truth。Sales and Marketing Management，154 (July)，40-47。
66.	Swan, J. E.、Trawick, I. F. Jr.、Rink, D. R.、Roberts, J. J.(1988)。Measuring dimensions of purchaser trust of industrial salespeople。Journal Personal Selling and Sales Management，8(1)，1-9。
67.	Whalen, J.、Pitts, R. E.、Wong, J. K.(1991)。Exploring the structure of ethical attributions as a component of a consumer decision model: The vicarious versus personal perspective。Journal of Business Ethics，10，285-93。
68.	Wray, B.、Palmer, A.、Bejou, D.(1994)。Using neural network analysis to evaluate buyer-seller relationship。European Journal of Marketing，28(10)，32-48。

圖書
1.	Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。
2.	Kotler, Philip、Keller, Kevin Lane、Ang, Swee Hoon、Tan, Chin Tiong、Leong, Siew Meng(2009)。Marketing management: An Asian perspective。Prentice-Hall。
3.	Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY：Lexington Books。
4.	Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychological theory。MacGraw-Hill。
5.	Levy, M.、Weitz, A. B.(2009)。Retailing management。New York。

圖書論文
1.	Gremler, D. D.、Brown, S. W.(1996)。Service loyalty: Its nature, importance, and implications。QUIS 5 Advancing Service Quality: A Global Perspective。New York：International Service Quality Association。
2.	Clemmer, Elizabeth C.、Schneider, Benjamin(1996)。Fair Service。Advances in Services Marketing and Management。Bingley：Emerald。
3.	Hunt, H. Keith(1977)。CS/D-overview and future directions。H. Keith Hunt (Ed.)。Cambridge, MA：Marketing Science Institute。

推文
推薦
引用網址
引用嵌入語法
轉寄

top

:::

相關期刊
相關論文
相關專書
相關著作
熱門點閱

1.	孰輕孰重？兩岸旅館溫度與智慧化服務研究
2.	一場好秀的設計--探索服務接觸影響因素之研究
3.	虛擬社群參與前置因素與價值創造之探討--以美妝網為例
4.	有效金融管理與金融紀律--以臺灣現金卡為例
5.	商業友誼與往來銀行忠誠度之探討--以人格特質為干擾變數
6.	壽險業關係連結、品牌形象對購買意圖之影響
7.	服務體驗管理：亞洲文獻回顧與未來研究方向
8.	旅行社推廣行銷活動以促進顧客之誠信、承諾、滿意度關聯性之研究：消費者特性為情境因素
9.	服務品質、顧客價值、顧客滿意、口碑傳播與顧客忠誠之關聯性研究--以民宿產業為例
10.	護理人員對行動護理站接受度與使用滿意度之關聯性研究
11.	探討百貨業於關係信任、品牌形象、體驗行銷與顧客忠誠度關聯性之研究
12.	服務接觸與旅遊品質對體驗價值與重遊意圖之影響--以國立臺灣歷史博物館為例
13.	微型創意產業的服務接觸與行銷--以婚禮顧問業為例
14.	從顧客知覺角度探討企業聲譽對顧客保留之影響
15.	飯店業感動服務實踐之研究

1.	滿意的顧客為何不忠誠？替代性吸引與權力距離干擾因素探討
2.	病患忠誠影響來源與醫院、醫師中介關係之研究-以台中地區醫院為例
3.	以使用者經驗為中心之遠距健康照護科技接受模式之研究－以竹山秀傳醫院遠距健康照護中心為例
4.	國民小學關係行銷對家長參與行為影響之研究─以信任為中介變項
5.	值得信賴、信任、價值、滿意度與忠誠度關係之研究─以國際航空旅客為例
6.	結構方程模式於社會行為科學之應用
7.	關係(Guanxi)對關係行銷結果之影響：關係(Guanxi)、關係利益與顧客忠誠之整合研究
8.	解釋影響消費者認知公平對滿意度及忠誠度之提昇
9.	關係品質、顧客留存與交叉購買之探討:權變模式之實證研究
10.	台灣地區航空公司顧客關係利益與忠誠度關係之研究
11.	關係品質與關係結果之研究

1.	顧客關係投資對顧客忠誠影響之研究：顧客知覺關係利益觀點

無相關著作

1.	銷售人員目標導向及知覺顧客嚴苛度對顧客導向／販售導向銷售之影響

QR Code

臺灣人文及社會科學引文索引資料庫系統

詳目顯示

臺灣人文及社會科學引文索引資料庫