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題名：服務品質、品牌形象、顧客忠誠與顧客再購買意願的關係
書刊名：中小企業發展季刊
作者：林隆儀
作者(外文)：Lin, Long-yi
出版日期：2011
卷期：19
頁次：頁31-59
主題關鍵詞：服務品質；品牌形象；顧客忠誠；再購買意願；Service quality；Brand image；Customer loyalty；Customer repurchase 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(7) 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:7
  • 共同引用共同引用:4
  • 點閱點閱:1462
期刊論文
1.Poter, S. S.、Claycomb, C.(1997)。The Influence of Brand Recognition on Retail Store Image。Journal of Product and Brand Management，6(6)，373-387。  new window
2.Choi, D. H.、Kim, C. M.、Kim, S. I.、Kim, S. H.(2006)。Customer Loyalty and Disloyalty in Internet Retail Stores: Its Antecedents and Its Effect on Customer Price Sensitivity。International Journal of Management，23(4)，925-942。  new window
3.Bagozzi, R. P.、Dholakia, U.(1999)。Goal Setting and Goal Striving in Consumer Behavior。The Journal of Marketing，63，19-32。  new window
4.Kokkinaki, Flora(1999)。Predicting Product Purchase and Usage: the Role of Perceived Control, Past Behavior and Product Involvement。Advances in Consumer Research，26，576-583。  new window
5.Carman, James M.(1970)。Correlates of brand loyalty: Some positive results。Journal of Marketing Research，7，67-76。  new window
6.Brandt, Marty(1998)。Don't dis your brand。MC Technology Marketing Intelligence，18(1)，46-47。  new window
7.Davidow, Moshe(2003)。Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，16(1)，67-80。  new window
8.Padgett, D.、Allen, D.(1997)。Communicating Experiences: A Narrative Approach to Creating Service Brand Image。Journal of Advertising，26(4)，49-62。  new window
9.Wong, A.、Sohal, A.(2003)。Service quality and customer loyalty perspectives on two level of retail relationship。Journal of Services Marketing，17(5)，495-513。  new window
10.Stank, T. P.、Goldsby, T. J.、Vickery, S. K.(2003)。Logistics Service Performance: Estimating its Influence on Market Share。Journal of Business Logistics，24(1)，27-55。  new window
11.Tucker, W. T.(1964)。The development of brand loyalty。Journal of Marketing Research，1，32-35。  new window
12.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing，63，33-44。  new window
13.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
14.Tansuhaj, P.、Randall, D.、McCullough, J.(1988)。A services marketing management model: Integrating internal and external marketing functions。Journal of Services Marketing，2(1)，31-38。  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.Laroche, Michel、Kim, Chankon、Zhou, Lianxi(1996)。Brand Familiarity and Confidence as Determinants of Purchase Intention: An Empirical Test in a Multiple Brand Context。Journal of Business Research，37(2)，115-120。  new window
17.Dobni, Dawn、Zinkhan, George M.(1990)。In Search of Brand Image: A Foundation Analysis。Advances in Consumer Research，17(1)，110-119。  new window
18.林隆儀(20090200)。企業優質服務行動藍圖--5策略8方向建構巧實力。能力雜誌，636，36-39。  延伸查詢new window
19.Martin, William B.(1986)。Defining What Quality Service Is for You?。Cornell Hotel and Restaurant Administration Quarterly，26(4)，32-38。  new window
20.Wyckoff, D. D.(1984)。New Tools for Achieving Service Quality。Cornell Hotel and Restaurant Administration Quarterly，25(3)，78-92。  new window
21.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
22.Richardson, Paul S.、Dick, Alan S.、Jain, Arun K.(1994)。Extrinsic and intrinsic cue effects on perceptions of store brand quality。Journal of Marketing，58(4)，28-36。  new window
23.Juran, J. M.(1986)。Universal approach to managing for quality。Quality Progress，19，10-24。  new window
24.Daugherty, P. J.、Stank, T. P.、Ellinger, A. E.(1998)。Leveraging logistics/distribution capabilities: the effect of logistics service on market share。Journal of Business Logistics，19(2)，35-51。  new window
25.Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science，17(1)，45-65。  new window
26.Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review，78(4)，105-113。  new window
27.Stum, David L.、Thiry, Alain(1991)。Building Customer Loyalty。Training and Development Journal，45(4)，34-36。  new window
28.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
29.Morwitz, Vicki G.、Schmittlein, David(1992)。Using Segmentation to Improve Sales Forecasts Based on Purchase Intent: Which "Intenders" Actually Buy?。Journal of Marketing Research，29(4)，391-405。  new window
30.Sirohi, Niren、McLaughlin, Edward W.、Wittink, Dick R.(1998)。A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer。Journal of Retailing，74(2)，223-245。  new window
31.Keller, Kevin Lane(1993)。Conceptualizing, Measuring, and Managing Customer-Based Brand Equity。Journal of Marketing，57(1)，1-22。  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.Oliver, Richard L.、Rust, Roland T.、Varki, Sajeev(1997)。Customer Delight: Foundations, Findings, and Managerial Insight。Journal of Retailing，73(3)，311-336。  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.Kamins, M. A.、Marks, L. J.(1999)。The Perception of Kosher as a Third Party Certification Claim in Advertising for Familiar and Unfamiliar Brands。Journal of the Academy of Marketing Science，19(3)，177-185。  new window
38.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
39.Jacoby, Jacob、Kyner, David B.(1973)。Brand Loyalty vs. Repeat Purchasing Behavior。Journal of Marketing Research，10(1)，1-9。  new window
40.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review，50(5)，41-52。  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.Newman, J. W.(1957)。New insight, new progress for marketing。Harvard Business Review，35(6)，95-102。  new window
43.Park, C. Whan、Jaworski, Bernard J.、MacInnis, Deborah J.(1986)。Strategic Brand Concept-Image Management。Journal of Marketing，50(4)，135-145。  new window
44.Biel, Alexander L.(1992)。How Brand Image Drives Brand Equity。Journal of advertising Research，32(6)，RC6-RC12。  new window
45.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
46.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
47.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
48.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
49.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
50.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effect of Price, Brand, and Store Information on Buyers' Product Evaluations。Journal of Marketing Research，28(3)，307-319。  new window
51.林陽助、葉華容(2003)。顧客關係、服務流程品質、服務品質與顧客忠誠之互動性研究－以網路購物為例。東吳經濟商學學報，40，41-70。new window  延伸查詢new window
52.Diener, B. J.、Greyser, S. A.(1978)。Consumer Views of Redress Needs。Journal of Marketing，42(October)，21-27。  new window
53.Hepworth, P.(1998)。Weighting it Up: A Literature Review for the Balanced。The Journal of Management Development，17(8)，559-563。  new window
會議論文
1.陳銘勳、許耀仁(2006)。品牌形象與品牌忠誠度之關係探討－以遠雄建設入口網站為例。  延伸查詢new window
研究報告
1.Lehtinen, Uolevi、Lehtinen, Jarmo R.(1982)。Service quality: A study of quality dimensions。Helsinki：Service Management Institute。  new window
學位論文
1.黃春生(2000)。服務品質、關係品質與顧客行為意向關係之研究--以壽險業為例(碩士論文)。國立成功大學。  延伸查詢new window
2.簡永在(2002)。顧客關係策略與顧客價值、滿意度及行為意向關聯性之研究(碩士論文)。國立臺北科技大學。  延伸查詢new window
圖書
1.Howard, J. A.,(1994)。“Buyer behavior in marketing”。Englewood Cliffs NJ：Prentice Hall。  new window
2.王慧君、林吉仁、黃明官、廖宜誠(1996)。統計學。統計學。沒有紀錄：三民書局股份有限公司。  延伸查詢new window
3.邱皓政(2008)。量化研究法（一）：研究設計與資料處理。臺北市：雙葉書廊有限公司。  延伸查詢new window
4.Buzzell, Robert D.、Gale, Bradley T.(1987)。The PIMS principles: Linking strategy to performance。New York：Free Press。  new window
5.Kapferer, J. N.(1992)。Strategic brand management: New approaches to creating and evaluating brand equity。New York：Free Press。  new window
6.Griffin, J.(1997)。Customer Loyalty: How to Earn It, How to Keep It?。New York, NY：Lexington Book。  new window
7.周文賢(2000)。多變量統計分析：SAS/STAT使用方法。臺北：智勝文化事業有限公司。  延伸查詢new window
8.Fishbein, M.、Ajzen, I.(1980)。Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research。Addison-Wesley。  new window
9.川勝久、沈憶(1991)。廣告策略指南：廣告人必備手冊。台北：世茂出版社。  延伸查詢new window
10.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
11.Roscoe, J. T.(1975)。Fundamental Research Statistics for the Behavioral Sciences。Holt, Rinehart and Winston。  new window
12.Drucker, Peter Ferdinand、李田樹(1999)。經理人的專業與挑戰。臺北：天下文化出版公司。  延伸查詢new window
13.Howard, John A.(1989)。Consumer Behavior in Marketing Strategy。Prentice Hall。  new window
14.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
15.Aaker, David A.、Equity, M. B.(1991)。Managing Brand Equity: Capitalizing on the Value of a Brand Name。Free Press。  new window
16.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
17.Kotler, Philip、Ang, Swee Hoon、Leong, Siew Meng、Tan, Chin Tiong(1999)。Marketing Management: An Asian Perspective。Prentice-Hall。  new window
18.Berry, L. L.(1993)。Relationship Marketing in Emerging Perspectives on Services Marketing。Chicago。  new window
19.Gitomer, Jeffrey(1998)。Customer Satisfaction is Worthless: Customer Loyalty is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know。AAustin, TX。  new window
圖書論文
1.Olsavsky, R. W.(1985)。Perceived Quality in Consumer Decision Marking:An Integrated Theoretical Perspective。Perceived Ouality。Lexington. MA：Lexington Books。  new window
2.Herzog, H.(1963)。Behavioral Science Concepts for Analyzing the Consumer。Marketing and the Behavioral Science。Boston, MA：Allyn and Bacon。  new window
 
 
 
 
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