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題名：關係品質之前置與結果變數的探究--以醫學美容中心為例
書刊名：管理與系統
作者：張嘉雯 引用關係／王惠玄 引用關係／朱潓筠
作者(外文)：Chang, Chia-wen／Wang, Irene H.／Chu, Hui Yun
出版日期：2011
卷期：18:3
頁次：頁417-441
主題關鍵詞：關係連結；顧客授權；關係品質；行為意向；Relational bonds；Customer empowerment；Relationship quality；Behavior intention
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:5
  • 共同引用共同引用:70
  • 點閱點閱:49
本研究主要探討醫學美容中心應採取何種關係連結方式與顧客授權程度，以建立顧客對醫療機構的信任與承諾，進而產生忠誠度與口碑推薦行為。本研究以於醫學美容中心接受醫療服務之顧客為研究對象，採用便利抽樣法蒐集資料，共發出506份問卷，回收有效問卷500份。此外，本研究採用結構方程式之最小平方法　(Partial Least Squares; PLS)　作為研究模型的資料分析工具。結果發現：(1)社會連結與資源連結會正向影響信任與承諾；(2)顧客授權會正向影響信任；(3)信任會正向影響承諾；(4)信任與承諾會正向影響口碑推薦與忠誠度。最後，本研究根據結論提出實務與理論意涵、限制與未來研究方向。
The purpose of the study was to explore the relationships among relational bonds, customer empowerment, relationship quality and behavior intention. The study targets customers who accept medical services in the medical cosmetic centre, and conducts questionnaires survey by convenience sampling. A total of 506 questionnaires were distributed and 500 effective samples were collected. Utilizing the partial least square (PLS) technique, we assessed the antecedents and consequences of relationship quality. The study has the following findings: (1) Social bond and resource bond are positively related to trust and commitment. (2) Customer empowerment is positively related to trust. (3) Trust is positively related to commitment. (4) Trust and commitment are positively related to loyalty and word-of-mouth. The implications of the study are discussed, along with limitations and suggestions for future research.
期刊論文
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4.Lin, N. P.、Weng, J. C. M.、Hsieh, Y. C.(2003)。Relational Bonds and Customer'€™s Trust and Commitment: A Study on the Moderating Effects of Web Site Usage。The Service Industries Journal，23(3)，103-124。  new window
5.Williams, Jerome D.、Han, Sang Lin、Qualls, William J.(1998)。A Conceptual Model and Study of Cross-Cultural Business Relationships。Journal of Business Research，42(2)，135-143。  new window
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11.張景盛、翁慧卿、徐村和(20070900)。從服務接觸觀點探討不同科別醫療服務品質之差異--以一般科與婦產科門診為例。品質學報，14(3)，301-315。new window  延伸查詢new window
12.Harrison-Walker, L. J.(2001)。The measurement of word-of-mouth communication and investigation of service quality and customer commitment as potential antecedents。Journal of Service Research，4(1)，60-75。  new window
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23.Hrebiniak, L. G.(1974)。Effects of job level and participation on employee attitudes and perceptions of influence。Academy of Management Journal，17(4)，649-662。  new window
24.Smith, J. Brock(1998)。Buyer-seller Relationships: Bonds, Relationship Management, and Sex-Type。Canadian Journal of Administrative Sciences，15(1)，76-92。  new window
25.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
26.Mohr, Jakki J.、Spekman, Robert E.(1994)。Characteristics of Partnership Success: Partnership Attributes, Communication Behavior, and Conflict Resolution Techniques。Strategic Management Journal，15(2)，135-152。  new window
27.Gassenheimer, Jule B.、Houston, Franklin S.、Davis, J. Charlene(1998)。The Role of Economic Value, Social Value, and Perceptions of Fairness in Interorganizational Relationship Retention Decisions。Journal of the Academy of Marketing Science，26(4)，322-337。  new window
28.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing，51(2)，11-27。  new window
29.Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations。Journal of Marketing Research，29(3)，314-328。  new window
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。  new window
31.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。  new window
32.Fornell, Claes、Bookstein, Fred L.(1982)。Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-voice Theory。Journal of Marketing Research，19(4)，440-452。  new window
33.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。  new window
34.Hulland, John S.(1999)。Use of partial least squares (PLS) in strategic management research: A review of four recent studies。Strategic Management Journal，20(2)，195-204。  new window
35.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
36.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
37.Anderson, Erin、Weitz, Barton(1992)。The use of pledges to build and sustain commitment in distribution channels。Journal of Marketing Research，29(1)，18-34。  new window
38.Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing，54(1)，42-58。  new window
39.McKnight, D. Harrison、Cummings, Larry L.、Chervany, Norman L.(1998)。Initial Trust Formation in New Organizational Relationships。The Academy of Management Review，23(3)，473-490。  new window
40.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science，28(1)，150-167。  new window
41.Lau, Geok Theng、Ng, Sophia(2001)。Individual and situational factors influencing negative word-of-mouth behavior。Canadian Journal of Administrative Sciences，18(3)，163-178。  new window
42.Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing，58(2)，1-19。  new window
43.Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research，32(1)，54-65。  new window
44.Wilson, David T.(1995)。An integrated model of buyer-seller relationships。Journal of the Academy of Marketing Science，23(4)，335-345。  new window
45.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
46.Hennig-Thurau, Thorsten、Walsh, Gianfranco(2003)。Electronic Word-of-mouth: Motives for and Consequences of Reading Customer Articulations on the Internet。International Journal of Electronic Commerce，8(2)，51-74。  new window
47.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
48.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
49.黃識銘、余泰魁(20060700)。關係連結與未來關係互動之研究--關係品質中介效果。管理與系統，13(3)，265-292。new window  延伸查詢new window
50.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
51.Roberts, Keith、Varki, Sajeev、Brodie, Rod(2003)。Measuring the Quality of Relationships in Consumer Service: An Empirical Study。European Journal of Marketing，37(1/2)，169-196。  new window
52.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
53.吳麗敏 ； 洪志秀 ； 陳彰惠(2008)。授權賦能於組織之運用。護理雜誌，53(6)，53-58。  延伸查詢new window
54.翁瑞宏 ； 何雍慶 ； 邱柏松 ； 黃靖媛(2006)。醫療服務顧客認知關係品質與忠誠度關係之理論模型建構。醫務管理期刊，5(4)，418-437。  延伸查詢new window
55.練乃華 ； 高淑鑾(2007)。服務業顧客知覺狀態關係與未來關係發展之研究。管理評論，24(4)，127-144。  延伸查詢new window
56.張煥禎 ； 張威國(1999)。醫新銷管理學。  延伸查詢new window
57.Anderson, R. M.、Funnel, M. M.、Butler, P. M.、Fitzgeral, J. T.、Feate, C. C.(2005)。Patient Empowerment。Diabetes Care，18(7)，943-949.。  new window
58.MacStravic, S.(2000)。The Downside of Patient Empowerment.。Health Forum Journal，43(1)，30-31。  new window
59.Elena, D. B.、Jose, L. M. A.(2005)。Does Brand Trust Matter to Brand Equily?。Journal of Product and Brand Management，14(2/3)，187-196.。  new window
60.Mangold, W. G.、Miller, F.、Brockway, G. R.(1999)。Word-of-Mouth Commimication in the Service Marketplace。Journal of Services Marketing，13(1)，73-89.。  new window
61.Hjalager, A.(2001)。Quality in Tourism through the Empowerment of Tourists。Managing Service Quality,，2(4)，287-295。  new window
62.Jap, S. D.、Ganesan, S.(2000)。Control Mechanisms and Relationship Life Cycle: Implications for Sareguarding Specinc Investments and Developing Commitment.。Journal of Marketing Research，37(2)，227-246。  new window
63.Kim, Kyung Hoon、Kim, Kang Sik、Kim, Dong Yul、Kim, Jong Ho、Kang, Suk Hou(2008)。Brand Equity in Hospital Marketing。Journal of Business Research，61(1)，75-82。  new window
64.Labahn, D. W.(1999)。Commitment and Trust in Cross-National Channel Relationships: An Investigation of U.S-Mexican Trade Relationships。Journal of Marketing Channel，7(1)，121-156.。  new window
65.Lacey, R.(2007)。Relationship Drivers of Customer Commitment.。Journal of Marketing Theory and Practice，15(4)，315-333。  new window
66.Lee, Y.、Nam, J.、Park, D.、Lee, K.(2006)。What Factors Influence Customer-Oriented Pro-social Behavior of Customer Contact Employees?。Journal of Services Marketing，20(4)，251-264。  new window
67.Lewis, S.(2001)。Measuring Corporate Reputation.。Corporate Communications，6(1)，31-41。  new window
68.Ouschan, R.、Sweeney, J. C.、Johnson, L. W.(2000)。Dimensions of Patient Empowerment Implications for Professional Services Marketing.。Health Marketing Quarterly，18(1/2)，99-114。  new window
69.Rafiq, M.、Ahmed, P. K.(1998)。A Customer-Oriented Framework for Empowering Service Employees。The Journal of Services Marketing,，12(6)，379-396.。  new window
70.Swait, J.、Erdem, L.、Dubelar, C.(1993)。The Equalization Price: A Measure of Consumer-Perceived Brand Equity.。International Journal of Research in Marketing，10(1)，23-45。  new window
71.Wagner, H. C.、Fleming, D.、Mangold, W. G.、LaForge, R. W.(1994)。Relationship Marketing in Health Care。Journal of Health Care Marketing，14(4)，42-47.。  new window
研究報告
1.李希敏(2007)。醫學美容市場發展藤勢與商機探討-儀器設備：工硏院産業報告。  延伸查詢new window
學位論文
1.宋奉宜(2003)。公立醫院自費醫療服務之績效評估--以某醫學美容中心為例(碩士論文)。長庚大學。  延伸查詢new window
2.楊琇茹(2004)。從病患自主權看病患家屬參與醫療決定之權限(碩士論文)。中原大學。  延伸查詢new window
3.O'Loughlin, C.、Coenders, C.(2002)。Application of the European Customer Satisfaction Index to Postal Service: Structural Equation Models versus Partial Least Squares，University of Girona。  new window
圖書
1.Turner, R. H.(1970)。Family Interaction。New York：John Wiley & Sons。  new window
2.Hennig-Thurau, T.、Hansen, U.(2000)。Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention。Springer。  new window
3.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。  new window
4.Woodruff, R. B.、Gardial, S. F.(1996)。Know Your Customer: New Approaches to Customer Value and Satisfaction。Blackwell。  new window
5.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
6.Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY：Lexington Books。  new window
7.Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey：Prentice Hall。  new window
8.Kotler, P.、Armstrong, G.、Saunders, J.、Wing, V.,(1990)。Principals of Marketing。New York：Prentice Hall。  new window
9.Morgan, R. M.、Robert, M.(2000)。Relationship Marketing and Marketing Strategy: The Evolution of Relationship Marketing Within the Organization.。Handbook of Relationship Marketing,。Thousand Oaks, CA。  new window
10.Wold, Herman O. A.、Jöreskog, Karl G.(1982)。Systems Under Indirect Observation: Causality, Structure, Prediction。  new window
圖書論文
1.Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois：American Marketing Association。  new window
2.Chin, Wynne W.(1998)。The partial least squares approach for structural equation modeling。Modern Methods for Business Research。Lawrence Erlbaum Associates, Inc.。  new window
 
 
 
 
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