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題名：服務品質、關係品質與顧客忠誠度關係之探討--以S化妝品公司club會員為例
書刊名：環境與管理研究
作者：蕭至惠 引用關係／蔡進發 引用關係／顏國充
作者(外文)：Hsiao, Chih-hui／Tsai, Chin-fa／Yen, Kuo-chung
出版日期：2012
卷期：12:2
頁次：頁47-66
主題關鍵詞：服務品質；關係品質；顧客忠誠度；Service quality；Relationship quality；Customers' 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(2) 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:2
  • 共同引用共同引用:56
  • 點閱點閱:19
期刊論文
1.李孟訓、周建男、林俞君(20061200)。休閒農場之服務品質、關係品質與顧客忠誠度之關聯性研究。農業經濟半年刊，80，125-168。new window  延伸查詢new window
2.曹勝雄、蘇明芳、林若慧(20000600)。航空公司與旅行業間關係銷售行為之研究。戶外遊憩研究，13(2)，23-43。new window  延伸查詢new window
3.方世榮、施義輝(19971000)。旅行業關係品質模式的實證研究。企業管理學報，41，1-32。new window  延伸查詢new window
4.Wulf, K. D.、Schillewaert, N.、Muylle, S.、Rangarajan, D.(2006)。The role of pleasure in web site success。Information and Management，43(4)，434-450。  new window
5.Fornell, Claes、Wernerfelt, Birger(1992)。A model of customer complaint management。Marketing Science，7(3)，287-298。  new window
6.Carrillat, F. A.、Jaramillo, F.、Mulki, J. P.(2009)。Examining the Impact of Service Quality: A Meta-Analysis of Empirical Evidence。Journal of Marketing Theory and Practice，17(2)，95-110。  new window
7.Moorman, C.、Deshpande, R.、Zaltman, G.(1993)。Factors effecting trust in market research relationships。Journal of Marketing，57(1)，81-101。  new window
8.Webster, F. E. Jr.(1994)。Defining the New Marketing Concept。Marketing Management，2(4)，22-31。  new window
9.Macintosh, Gerrard、Lockshin, Lawrence S.(1997)。Retail relationships and store loyalty: a multi-level perspective。International Journal of Research in marketing，14(5)，487-497。  new window
10.Leuthesser, L.(1997)。Supplier Relational Behavior: An Empirical Assessment。Industrial Marketing Management，26(3)，245-254。  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.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(199007)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing，54(3)，68-81。  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.Christy, Richard、Oliver, Gordon、Penn, Joe(1996)。Relationship Marketing in Consumer Markets。Journal of Marketing Management，12(1-3)，175-187。  new window
15.Smith, J. Brock(1998)。Buyer-seller Relationships: Bonds, Relationship Management, and Sex-Type。Canadian Journal of Administrative Sciences，15(1)，76-92。  new window
16.Geller, L.(1997)。Customer retention begins with the basics。Direct Marketing，60(5)，58-62。  new window
17.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
18.Dorsch, M. J.、Swanson, S. R.、Kelley, S. W.(1998)。The role of relationship quality in the stratification of vendors as perceived by customers。Journal of the Academy of Marketing Science，26(2)，128-142。  new window
19.Oliva, Terence A.、Oliver, Richard L.、MacMillan, Ian C.(1992)。A catastrophe model for developing service satisfaction strategies。Journal of Marketing，56(3)，83-95。  new window
20.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing，51(2)，11-27。  new window
21.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
22.Price, Linda L.、Arnould, Eric J.(1999)。Commercial Friendships: Service Provider-Client Relationships in Context。Journal of Marketing，63(4)，38-56。  new window
23.Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing，14(8)，737-764。  new window
24.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。  new window
25.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
26.Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。  new window
27.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
28.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
29.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。  new window
30.Lee, Moonkyu、Cunningham, Lawrence F.(2001)。A Cost/Benefit Approach to Understanding Service Loyalty。Journal of Services Marketing，15(2)，113-130。  new window
31.Peltier, J. W.、Westfall, J. E.(2000)。Dissecting the HMO-benefits managers relationship: What to measure and why?。Marketing Health Services，20(2)，4-13。  new window
32.De Wulf, Kristof、Odekerken-Schröder, Gaby J.、Iacobucci, Dawn(2001)。Investments in consumer relationships: A cross-country and cross-industry exploration。Journal of Marketing，65(4)，33-50。  new window
33.Bettencourt, Lance A.(1997)。Customer voluntary performance: customers as partners in service delivery。Journal of Retailing，73(3)，383-406。  new window
34.Tsiotsou, Rodoula(2006)。The Role of Perceived Product Quality and Overall Satisfaction on Purchase Intentions。International Journal of Consumer Studies，30(2)，207-217。  new window
35.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
36.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Walsh, Gianfranco、Gremler, Dwayne D.(2004)。Electronic Word-of-Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?。Journal of Interactive Marketing，18(1)，38-52。  new window
37.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
38.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
39.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
40.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
會議論文
1.蕭至惠、李佳臻(2006)。探討關係行銷對服務品質、關係品質與顧客忠誠度之影響--以銀行業財富管理中心為研究對象。2006服務業管理暨實務研討會，30-41。  延伸查詢new window
學位論文
1.吳勇德(2002)。關係行銷方式對於顧客忠誠度的影響--以資訊教育業為例(碩士論文)。國立臺灣科技大學。  延伸查詢new window
2.郭彥谷(2009)。服務品質、企業形象、顧客滿意度對顧客忠誠度關聯性之研究--以高等海事教育機構為例(博士論文)。國立臺灣海洋大學。new window  延伸查詢new window
圖書
1.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
2.Oliver, Richard L.(1996)。Satisfaction: A behavioral perspective on the consumer。New York：McGraw Hill。  new window
3.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
4.Rust, R. T.、Oliver, R. L.(1994)。Service Quality: New Directions in Theory and Practice。SAGE。  new window
5.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
 
 
 
 
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