:::

詳目顯示

回上一頁
題名:服務品質、顧客關係與百貨業顧客忠誠之探討和人口統計變數、會員卡影響之研究
書刊名:醒吾學報
作者:莊素珍
作者(外文):Chuang, Su-jen
出版日期:2011
卷期:45
頁次:頁89-113
主題關鍵詞:服務品質關係品質忠誠度SERVQUALService qualityRelationship qualityCustomer loyalty
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(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:22
  • 點閱點閱:33
期刊論文
1.陳林鴻、張少熙、戴琇惠(20090900)。臺北市市民運動中心服務品質、顧客滿意度與忠誠度關係之研究。管理實務與理論研究,3(3),103-113。new window  延伸查詢new window
2.Ozdemir, V. E.、Hewett, K.(2010)。The effect of collectivism on the importance of relationship quality and service quality for behavioral intentions: A cross-national and cross-contextual analysis。Journal of International Marketing,18(1),41-62。  new window
3.Oliver, R. L.(1989)。Processing of the satisfaction response in consumption: A Suggested framework and research propositions。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,2(1),1-16。  new window
4.Stahl, H. K.、Matzler, K.、Hinterhuber, H. H.(2003)。Linking customer lifetime value with shareholder value。Industrial Marketing Management,32(4),267-279。  new window
5.賴其勛、邴傑民、李雅雯(20010400)。服務品質與購後行為意圖關係之研究--以臺中百貨業為例。企業管理學報,49,135-158。new window  延伸查詢new window
6.Ruiqi, Z.、Adrian, P.(2009)。Using SERVQUAL to measure the service quality of travel agents in Guangzhou, south China。Journal of Services Research,9(1),87-107。  new window
7.陳家祥、嚴秀茹、呂湘南、許翠谷(20031200)。商店印象與顧客忠誠度之研究--以大臺北區百貨公司為例。中華管理評論,6(6),156-177。  延伸查詢new window
8.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。  new window
9.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
10.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing,63,33-44。  new window
11.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。  new window
12.Etzel, M. J.、Silverman, B. I.(1981)。A managerial perspective on directions for retail customer dissatisfaction research。Journal of Retailing,57(3),124-136。  new window
13.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
14.Gummesson, Evert(1987)。The new marketing: Developing long-term interactive relationships。Long Range Planning,20(4),10-20。  new window
15.Peterson, R. A.、Balasubramarian, S.、Bronnenberg, B. J.(1997)。Exploring the implications of the internet for consumer marketing。Journal of the Academy of Marketing Science,35(4),329-346。  new window
16.Buttle, F.(1996)。SERVQUAL: Review, critique, research agenda。European Journal of Marketing,30(1),8-32。  new window
17.Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1993)。More on improving service quality measurement。Journal of Retailing,69(1),140-147。  new window
18.Tam, Jackie L. M.、Wong, Y. H.(2001)。Interactive Selling: A Dynamic Framework for Services。Journal of Services Marketing,15(5),379-396。  new window
19.Dwyer, F. R.、Oh, S.(1987)。Output sector munificence effects on the internal political economy of marketing channels。Journal of Marketing Research,24(4),347-358。  new window
20.Crosby, Lawrence A.、Stephens, Nancy(1987)。Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry。Journal of Marketing Research,24(4),404-411。  new window
21.Palmatier, Robert W.(2008)。Interfirm relational drivers of customer value。Journal of Marketing,72,76-89。  new window
22.Moore, K. R.(1998)。Trust and Relationship Commitment in Logistics Alliances: A Buyer Perspective。International Journal of Purchasing and Materials Management,34(4),24-37。  new window
23.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。  new window
24.Bagozzi, Richard P.、Yi, Youjae(1991)。Multitrait-multimethod matrices in consumer research。Journal of Consumer Research,17(4),426-439。  new window
25.Gr'egoire, Y.、Fisher, R. J.(2006)。The effects of relationship quality on customer retaliation。Marketing Letters,17(1),31-46。  new window
26.Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1991)。Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model。Human Resource Management,30(3),335-364。  new window
27.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
28.Rust, Roland T.、Lemon, Katherine N.、Zeithaml, Valarie A.(2004)。Return on Marketing: Using Customer Equity to Focus Marketing Strategy。Journal of Marketing,68(1),109-127。  new window
29.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。  new window
30.Fullerton, Gordon(2003)。When does commitment lead to loyalty?。Journal of Service Research,5(4),333-344。  new window
31.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
32.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
33.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。  new window
34.Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing,15(1),3-21。  new window
35.Swan, J. E.、Trawick, I. F.、Silva, D. W.(1985)。How industrial salespeople gain customer trust。Industrial Marketing Management,14(3),203-211。  new window
36.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
37.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
38.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
39.Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science,23(4),236-245。  new window
40.Walter, Achim、Müller, Thilo A.、Helfert, Gabriele、Ritter, Thomas(2003)。Functions of Industrial Supplier Relationships and Their Impact on Relationship Quality。Industrial Marketing Management,32(2),159-169。  new window
41.Cronbach, Lee J.(1951)。Coefficient alpha and the internal structure of tests。Psychometrika,16(3),297-334。  new window
42.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
43.Beloucif, Ahmed、Donaldson, Bill、Kazanci, Ugur(2004)。Insurance broker-client relationships: An assessment of quality and duration。Journal of Financial Services Marketing,8(4),327-342。  new window
44.Wong, Amy、Sohal, Amrik S.(2002)。An Examination of the Relationship between Trust, Commitment and Relationship Quality。International Journal of Retail & Distribution Management,30(1),34-50。  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.Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing,69(2),193-215。  new window
47.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review,61(5),64-75。  new window
48.Grégoire, Y.、Tripp, T. M.、Legoux, R.(2009)。When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance。Journal of Marketing,73(6),18-32。  new window
49.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
50.Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review,71(2),64-73。  new window
51.Mathieu, J. E.、Zajac, D. M.(1990)。A review and meta-analysis of the antecedents, correlates, and consequence of organizational commitment。Psychological Bulletin,108(2),171-194。  new window
52.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
53.De Wulf, Kristof、Odekerken-Schroder, Gaby、Van Kenhove, Patrick(2003)。Investments in consumer relationships: A critical reassessment and model extension。International Review of Retail, Distribution and Consumer Research,13(3),245-261。  new window
54.Palmatier, Robert W.、Dant, Rajiv P.、Grewal, Dhruv、Evans, Kenneth R.(2006)。Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis。Journal of Marketing,70(4),136-153。  new window
55.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
56.魏志雄(2007)。產品因素、服務因素、居住地點與百貨公司惠顧之關係研究。文大商管學報,12(2),95-128。  延伸查詢new window
57.吳長生、高惠秋(2001)。服務品質、關係品質與服務價值之關係探討。國立空中大學商學學報,11,1-22。new window  延伸查詢new window
58.賀力行、李友錚、梁绮華(2005)。Kano服務品質機率模式之應用-以新竹市百貨公司為例。品質月刊,41(5),45-49。  延伸查詢new window
59.Gaur, S. S.、Agrawal, R.(2006)。Service quality measurement in retail store context: A review of advances made using SERVQUAL and RSQS。Marketing Review,6(4),317-330。  new window
60.Kaufman, P.、Jayachandran, S.、Rose, R. L.(2006)。The role of relational enbeddedness in retail buyers' selection of new products。Journal of Marketing Research,43,580-587。  new window
61.Hennig-Thurau, T.、Gwinner, K. P.、Gremler, D. D.(2002)。Vnderstanding relationship marketing outcomes: An integration of relational benefits and relationship quality。Journal of Service Research,4,230-247。  new window
62.Khan, N.、Kadir, S. L. S. A.、Wahab, S. A.(2010)。Investigating structure relationship from functiona: the role of satisfaction and relationship commitmentl and relational value to behavior intention。Intemational Jounal of Business and Management,5(10),20-37。  new window
63.Mosahab, R.、Mahamad, O.、Ramayah, T.(2010)。Service quality, customer satisfaction and loyalty: A test of mediation。International Business Research,3(4),72-80。  new window
64.Fukami, G.(1953)。Japanese department stores。The Journal of Marketing,18(1),41-49。  new window
65.Rosenbaum, M. S.、Massiah, C. Y.、Jackson, D. W.(2006)。An investigation of trust, satisfaction and commitment on repurchase intentions in professional services。Services Marketing Quarterly,27(39),115-135。  new window
66.Ravichandran, K.、Mani, B. T.、Kumar, S. A.、Prabhakaran, S.(2010)。Influence of service quality on customer satisfaction applicsition of Servqual model。International Journal of Business & Management,5(4),117-124。  new window
67.Paas, L. J.、Sijtsma, K.(2008)。Nonparametric item response theory for investigating dimensionality of marketing scales: A SERVQUAL application。Marketing Letters,19(2),157-170。  new window
學位論文
1.廖啟順(2003)。零售業服務品質與市場區隔之研究--以台北市百貨公司為例(碩士論文)。淡江大學。  延伸查詢new window
2.林佳旻(2006)。顧客信任與忠誠度關係之研究-以百貨公司為例。大同大學。  延伸查詢new window
3.徐秀君(2006)。百貨公司導入CRM對顧客滿意度及忠誠度之影響。私立大同大學。  延伸查詢new window
圖書
1.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
2.Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York:New American Library。  new window
3.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1990)。An empirical examination of relationships in an extended service quality model。Cambridge, MA。  new window
4.Reichheld, F. F.(1996)。The loyal effect。Boston。  new window
其他
1.朱國光,劉智宏(2004)。台灣綜合商品零售業之經瞢現況與趨勢分析,http://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi?o=dnclcdr&s=id=%22092NKIT5691046%22.&searchmode=basic, 20111019。  延伸查詢new window
2.周福星,李美靚(2005)。服務品質、關係品質與顧客忠誠度關係之研究-以台南市新光三越百貨公司為例,http://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/login?o=dnclcdr&s=id=%22093CJU00121011%22.&searchmode=basic, 20111021。  延伸查詢new window
3.政院主計處(2011)。行政院主計處「國民所得統計」,http://www.dgbas.gov.tw/np.asp?ctNode=4643, 20111019。  延伸查詢new window
4.維琪百科。百貨公司,http://zh.wikipedia.org/wiki/%E7%99%BE%21E8%B2%A8%E5%85%AC%E5%8F%B8, 201110。  new window
5.行政院勞委會(2011)。行業特性,http://163.29.140.81/careerguide/ind/ind_detail.asp?section_id=l&id_no=F475, 20111019。  new window
6.周宇超,鍾延吉,游博鈞,曹智怡,溫理惠(2003)。百貨業的空間配置與動線規劃之研究-以台北市大葉高島屋為例,http://www.mba.fJu.edu.tw/ba/files/bafiles/report/37reDort/so/S09202.pdf, 20111012。  延伸查詢new window
7.黃聖茹,吳旻儒,李羽菱,鄭語蓁,莊靜宜,林俞孟,陳瑜婷(2006)。務品質與顧客滿意度之實證分析-以台北市中山區新光三越百貨公司與衣蝶百貨公司為例,http://www.ba.lhu.edu.tw/BAAcademic/Monograph/BA95/BA95-01.pdf, 20111019。  延伸查詢new window
8.經濟部統計處。批發、零售及餐飲業調查统計,http://2k3dmz2.moea.gov.tw/gnweb/PublicService/wFrmMain.aspx, 20111012。  延伸查詢new window
9.楊雅棠,高薇婷(2006)。百貨業關係結合策略與顧客知覺服務忠誠度關係之研究。  延伸查詢new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
QR Code
QRCODE