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題名：程序屬性績效與產品屬性績效對顧客滿意之影響--產品涉入程度和性別干擾效果
書刊名：顧客滿意學刊
作者：林素吟
作者(外文)：Lin, Su-yin
出版日期：2013
卷期：9:1
頁次：頁79-102
主題關鍵詞：顧客滿意；程序屬性；產品屬性；產品涉入程度；性別；Customer satisfaction；Process attributes；Product attributes；Product involvement；Gender
原始連結：連回原系統網址new window
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  • 共同引用共同引用:107
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企業唯有使顧客滿意才能吸引顧客持續購買，進而與顧客發展長期關係。本研究將影響顧客滿意的屬性分為程序屬性和產品屬性，程序屬性是發生在顧客與服務供應者互動的過程中，而產品屬性是有關於顧客獲得的最終結果。本研究除了探討程序屬性績效和產品屬性績效對顧客滿意的影響，還探討產品涉入程度和性別在程序屬性績效和產品屬性績效對顧客滿意影響的干擾角色。本研究採用Lisrel 8.72進行衡量模式的驗證性因素分析，按著採用SPSS 11.50的GLM單變量程序進行ANOVA分析，以檢測本研究主效果和交互效果的假說。本研究結果顯示：程序屬性績效與產品屬性績效對顧客滿意都有正向的影響，此外，產品涉入程度高的顧客比產品涉入程度低的顧客，產品屬性績效對顧客滿意有更為強烈的影響；還有就是女性的顧客比男性的顧客，程序屬性績效對顧客滿意有更為強烈的影響。
Enterprises only let customers satisfy, in turn attract customers to continue buying and further develop a long relationship with customers. The research divides the affecting attributes of customer satisfaction into process attributes and product attributes. Process attributes occur during the interactive process between customers and their service provider. Product attributes are associated with the acquired final outcomes of customers. In addition to explore the influences of process attribute performance and product attribute performance on customer satisfaction, the research also explores the moderating roles of product involvement and gender in the influences of process attribute performance and product attribute performance on customer satisfaction.The research uses Lisrel 8.72 to conduct a confirmatory factor analysis for the measurement model, and further, uses GLM univariate process in SPSS 11.50 to conduct ANOVA to test the hypotheses regarding the main effects and interaction effects of the research. The results show that the performance of process attribute and product attribute all have positive impacts on customer satisfaction. Moreover, for customers with high product involvement than customers with low product involvement, there is a stronger influence of product attribute performance on customer satisfaction. In addition, female customers than male customers, there is a stronger influence of process attribute performance on customer satisfaction.
期刊論文
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5.黃士滔、孫彬凱(20040500)。消費者對服務品質的期待與滿意程度之研究--以高雄市某3C量販門市公司為例。高雄應用科技大學學報，33，55-72。new window  延伸查詢new window
6.Aboulnasr, K.(2007)。Consumers' Response to Foreign Made Products: The Effect of Product Category Involvement。Marketing Management Journal，17(2)，47-55。  new window
7.Chen-Yu, J.、Hong, K. H.(2002)。Antecedents and Consequences of Consumer Satisfaction/Dissatisfaction with the Performance of Apparel Products at Purchase and after Consumption: A Comparison of Male and Female South Korean Consumers。International Journal of Consumer Studies，26(2)，117-127。  new window
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11.Melnyk, V.、van Osselaer, S. M. J.、Bijmolt, T. H. A.(2009)。Are Women More Loyal Customers Than Men? Gender Differences in Loyalty to Firms and Individual Service Providers。Journal of Marketing，73(4)，82-96。  new window
12.Sharma, B.、Gadenne, D.(2008)。An Empirical Investigation of the Relationship between Quality Management Factors and Customer Satisfaction, Improved Competitive Position and Overall Business Performance。Journal of Strategic Marketing，16(4)，301-314。  new window
13.簡怡雯、蕭中強、邱玉葉、盧端雯(20070400)。訊息來源與產品種類相關性、訊息來源可信度、消費者涉入程度對產品態度之影響。管理評論，26(2)，23-38。new window  延伸查詢new window
14.黃識銘、方世榮(20080100)。服務補救策略的研究--關係行銷的觀點。管理與系統，15(1)，1-31。new window  延伸查詢new window
15.Burgoon, M.、Dillard, J. P.、Doran, N. E.(1983)。Friendly or Unfriendly Persuasion: The Effects of Violations of Expectations by Males and Females。Human Communication Research，10(2)，283-294。  new window
16.Wang, I-M.、Hsiao, J.、Shieh, C-J.。The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: A Study on the Management Consulting Industry。Journal of Information and Optimization Sciences，26(2)，371-384。  new window
17.池文海、楊宗儒、賀春生(20070900)。新聞網站服務品質、顧客滿意度與忠誠度關係之研究。品質學報，14(3)=81，285-299。new window  延伸查詢new window
18.Ekinci, Y.(2004)。An Investigation of the Determinants of Customer Satisfaction。Tourism Analysis，8(2)，193-196。  new window
19.林隆儀、林岳民(20050600)。廣告比較策略與廣告訴求方式對購買意願的影響--產品涉入之干擾效果。企業管理學報，65，1-29。new window  延伸查詢new window
20.Kristensen, K.、Martensen, A.、Grønholdt, L.(1999)。Measuring the impact of buying behaviour on customer satisfaction。Total Quality Management，10(4/5)，S602-S614。  new window
21.Quester, Pascale、Lim, Ai Lin(2003)。Product involvement/brand loyalty: is there a link?。Journal of Product and Brand Management，12(1)，22-38。  new window
22.王美慧、陳瑞龍、蘇元含(20060900)。運用結構方程模式探討服務品質對顧客滿意度與顧客忠誠度之影響--以中油加油站為例。顧客滿意學刊，2(2)，47-86。new window  延伸查詢new window
23.張卿卿(20040100)。從性別差異與產品態度確定性高低來探討廣告框架效果。管理評論，23(1)，1-23。new window  延伸查詢new window
24.Dabholkar, Pratibha A.、Shepherd, C. David、Thorpe, Dayle I.(2000)。A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues through A Longitudinal Study。Journal of Retailing，76(2)，139-173。  new window
25.Shoemaker, Stowe、Lewis, Robert C.(1999)。Customer Loyalty: The Future of Hospitality Marketing。International Journal of Hospitality Management，18(4)，345-370。  new window
26.Humphreys, M. A.、Williams, M. R.(1996)。Exploring the Relative Effects of Salesperson Interpersonal Process Attributes and Technical Product Attributes on Customer Satisfaction。Journal of Personal Selling and Sales Management，16(3)，47-57。  new window
27.Solomon, Michael R.、Surprenant, Carol、Czepiel, John A.、Gutman, Evelyn G.(1985)。A role theory perspective dyadic interactions: The service encounter。Journal of Marketing，49(4)，99-111。  new window
28.Homburg, C.、Müller, M.、Klarmann, M.(2011)。When Should the Customer Really Be King? On the Optimum Level of Salesperson Customer Orientation in Sales Encounters。Journal of Marketing，75(2)，55-74。  new window
29.汪志堅、李欣穎(20050600)。來源可信度、情感認同與涉入程度對網路謠言闢謠效果之影響。管理學報，22(3)，391-413。new window  延伸查詢new window
30.Bitner, Mary Jo、Faranda, William T.、Hubbert, Amy R.、Zeithaml, Valarie A.(1997)。Customer contributions and roles in service delivery。International Journal of Service Industry Management，8(3)，193-205。  new window
31.Tsiros, Michael、Mittal, Vikas(2000)。Regret: A model of its antecedents and consequences in consumer decision making。Journal of Consumer Research，26(4)，401-417。  new window
32.李奇勳、蘇瑞蓮(20080900)。服務品質、知覺價值、滿意度及遊後行為意圖關係之探討--以休閒旅遊業為例。顧客滿意學刊，4(2)，1-26。new window  延伸查詢new window
33.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
34.Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science，28(1)，138-149。  new window
35.Garbarino, Ellen、Strahilevitz, Michal A.(2004)。Gender Differences in the Perceived Risk of Buying Online and the Effects of Receiving a Site Recommendation。Journal of Business Research，57(7)，768-775。  new window
36.Warrington, P.、Shim, S.(2000)。An Empirical Investigation of the Relationship between Product Involvement and Brand Commitment。Psychology & Marketing，17(9)，761-782。  new window
37.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
38.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
39.Eagly, A. H.、Carli, L. L.(1981)。Sex Researchers and Sex-Typed Communications as Determinants of Sex Differences in Influenceability: A Meta-Analysis of Social Influence Studies。Psychological Bulletin，90(1)，1-20。  new window
40.Wong, Alfred(2000)。Integrating supplier satisfaction with customer satisfaction。Total Quality Management，11(4-6)，427-432。  new window
41.Dens, N.、De Pelsmacker, P.(2010)。Consumer response to different advertising appeals for new products: The moderating influence of branding strategy and product category involvement。Journal of Brand Management，18(1)，50-65。  new window
42.Park, C. W.、Moon, B. J.(2003)。The Relationship between Product Involvement and Product Knowledge: Moderating Roles of Product Type and Product Knowledge Type。Psychology and Marketing，20(11)，977-997。  new window
學位論文
1.陸運嫻(2004)。產品涉入程度、滿意度與再購行為之相關性--以產婦的醫療服務接觸為例(碩士論文)。義守大學。  延伸查詢new window
2.林東正(2003)。企業市場顧客滿意構面之探討--以資訊系統委外發展為例(博士論文)。國立臺北大學。new window  延伸查詢new window
3.凌儀玲(2000)。服務接觸中認知腳本之研究(博士論文)。國立中山大學。new window  延伸查詢new window
4.康志瑋(2001)。涉入理論於網路商品行銷之應用(碩士論文)。長庚大學。  延伸查詢new window
圖書
1.Jain, S. C.、李茂興(2002)。行銷計畫與策略個案研究。新北市：揚智文化。  延伸查詢new window
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3.周文賢、張欽富(2000)。聯合分析在產品設計之運用。臺北市：華泰書局。  延伸查詢new window
4.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
5.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
6.Blackwell, Roger D.、Miniard, Paul W.、Engel, James F.(2001)。Consumer Behavior。Ft. Worth, Tex：Harcourt College Publishers。  new window
7.Burgoon, M.、Kingle, R. S.(1998)。Gender Differences in Being Influential and/ or Influenced: A Challenge to Prior Explanations。Sex Differences and Similarities in Communication: Critical Essays and Empirical Investigations of Sex and Gender in Interaction。Mahwah, NJ：Lawrence Erlbaum。  new window
 
 
 
 
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