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題名:企業形象、服務品質對顧客滿意度及顧客忠誠度之研究--以電信業為例
書刊名:北臺灣學報
作者:馬良涵
作者(外文):Ma, Laing-han
出版日期:2011
卷期:34
頁次:頁113-127
主題關鍵詞:企業形象服務品質顧客滿意度顧客忠誠度Corporate imageService qualityCustomer satisfactionCustomer loyalty
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(1) 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:1
  • 共同引用共同引用:0
  • 點閱點閱:100
期刊論文
1.Tellis, G. J.(1988)。Advertising Exposure, Loyalty, and Brand Purchase: A Two-Staged Model of Choice。Journal of Marketing Research,25(2),134-144。  new window
2.Pina, J. M.、Martinez, E.、de Chernatony, L.、Drury, S.(2006)。The Effect of Service Brand Extensions on Corporate Image: An Empirical Model。European Journal of Marketing,40(1/2),174-197。  new window
3.Andrew, J. D.、Clayton, F. W.、Charles, P. D.(2002)。The relationship between counselor satisfactionand extrinsic job factors in state rehabilitation agencies。Rehabilition Counseling Bulletin,45(4),223-232。  new window
4.Nguyen, N. O.、LeBlanc, G.、Garvin, D. A.(2001)。Corporate Image and Corporate Reputation in Customer's Retention Decision in Services。Journal of Retailing and Consumer Services,8(4),227-236。  new window
5.Bearden, W. O.、Teel, J. E.(1983)。Selected Determinants of Consumer Satisfaction and Complaints Report。Journal of Marketing Research,20(1),21-28。  new window
6.de Ruyter, Ko D.、Bloemer, Jose、Peetets, Pascal(1997)。Merging service quality and service satisfaction: An empirical test of an integrative model。Journal of Economic Psychology,18(4),387-406。  new window
7.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
8.Fredericks, Joan O.、Salter, James M. II(1995)。Beyond Customer Satisfaction。Management Review,84(5),29-32。  new window
9.Kotler, Philip、Barich, Howard(1991)。A Framework for Marketing Image Management。Sloan Management Review,32(2),94-104。  new window
10.Woodruff, R. B.、Clemons, D. S.、Schumann, D. W.、Gardial, S. F.、Emest, R. C.、Jenkins, R. L.(1983)。Modeling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research,20(3),296-304。  new window
11.Smeltzer, L. R.(1997)。The Meaning and Origin of Trust in Buyer-Supplier Relationships。International Journal of Purchasing and Materials Management,33(3),40-48。  new window
12.Haywood-Farmer, J.(1988)。Towards a Conceptual Model of Service Quality。International Journal of Operations and Production Management,8(6),19-29。  new window
13.Takeuchi, Hirotaka、Quelch, John A.(1983)。Quality Is More Than Making a Good Product。Harvard Business Review,61(4),139-145。  new window
14.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
15.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
16.Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science,23(4),246-251。  new window
17.Keller, Kevin Lane(1993)。Conceptualizing, Measuring, and Managing Customer-Based Brand Equity。Journal of Marketing,57(1),1-22。  new window
18.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
19.Kotler, Philip、Gertner, D.(2002)。Country as brand, product, and beyond: A place marketing and brand management perspective。Journal of Brand Management,9(4/5),249-261。  new window
20.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
21.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
22.Robertson, Thomas S.、Gatignon, Hubert(1986)。Competitive effects on technology diffusion。Journal of Marketing,50(3),1-12。  new window
23.Martineau, Pierre D.(1958)。The Personality of The Retail Store。Harvard Business Review,36(1),47-55。  new window
24.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
25.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
26.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
27.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
28.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。  new window
29.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
30.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
31.Brady, Cronin(2001)。Journal of Marketing Research34-49。  new window
32.Griffin, G.(2002)。Image: It’s all in the Mind (That's Why It Drives Sales)。Instant and Small Commercial Printer,21(8),12-15。  new window
33.Goldberg, M. E.、Hartwick, J.(1990)。The Effect of Price Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions。Journal of Marketing,11(2),172-179。  new window
34.Grewal, D.(2000)。The Effects of Price-Comparison Advertising on Buyers’ Perceptions Acquisition Value, Transaction Value and Behavioral Intentions。Journal of Marketing,62,46-59。  new window
會議論文
1.Gunther, E. E.(1959)。Evaluating Corporate Image Measurement。The ARF Conference。  new window
圖書
1.Boulding, Kenneth E.(1956)。The image: knowledge in life and society。University of Michigan Press。  new window
2.Kotler, Philip(1999)。Marketing management: analysis, planning, implementation and control。Prentice-Hall。  new window
3.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1993)。Consumer Behavior。Dryden Press。  new window
4.Loudon, D.L.、Albert, J.、Bitta, D.(1993)。Consumer behavior。New York。  new window
其他
1.Shapiro, E. C.(1996)。The Glow and Tingle Audit。  new window
圖書論文
1.Keller, K. L.(2000)。Building and managing corporate brand equity。The Expressive Organization Linking Identity, Reputation, and the Corporate Brand。Oxford:Oxford University Press。  new window
2.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。  new window
 
 
 
 
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