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題名:整合臺灣顧客滿意度指標、關係慣性、轉換障礙探討智慧型手機之顧客滿意度
書刊名:永續發展與管理策略
作者:胡秀媛鄭青展 引用關係
作者(外文):Hu, Hsiu-yuanCheng, Ching-chan
出版日期:2012
卷期:4:2
頁次:頁37-53
主題關鍵詞:智慧型手機顧客滿意度臺灣顧客滿意度指標關係慣性轉換障礙SmartphoneCustomer satisfactionTaiwan customer satisfaction indexRelationship inertiaSwitching barriers
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(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:3
  • 點閱點閱:129
期刊論文
1.李友錚、鄧肖琳(20070600)。臺灣顧客滿意指標(TCSI) 之先期研究--以遊樂園為例。中華管理學報,8(2),1-22。new window  延伸查詢new window
2.梁如慶、翁景德、劉立偉、佘溪水(20110300)。服務品質與顧客滿意度之研究--以報關業為例。東亞論壇,471,1-19。new window  延伸查詢new window
3.莊錦賜、林芳如(20110600)。臺灣顧客滿意指數模型之研究--以中醫診所為例。嶺東學報,29,19-55。new window  延伸查詢new window
4.Chuang, Y. F.、Lin, T. Y.(2009)。The Effects of Service Satisfaction, Switching Barriers and Competitor Attractiveness on Switching Intention in Mobile Phone Services。Marketing Review,6(1),127-148。  new window
5.Liu, T. C.、Wu, L. W.、Hung, C. T.(2007)。The Effects of Inertia and Switching Barriers on Satisfaction-Retention Relationship: A Case of Financial Service Industries。Journal of Management,24(6),671-687。  new window
6.Oliver, R. L.、Rust, R.、Varki, S.(1997)。Customer delight: findings & Experience。Journal of Marketing,56(1),6-21。  new window
7.Kim, M. K.、Park, M. C.、Jeong, D. H.(2004)。The effect of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services。Telecommunications Policy,28(2),145-159。  new window
8.Turel, O.、Serenko, A.(2006)。Satisfaction with mobile services in Canada: An empirical investigation。Telecommunications Policy,30(5/6),314-331。  new window
9.李友錚、賀力行、姜吉生、連秋月(20051200)。國家顧客滿意指標之發展與建構。品質月刊,41(12),52-56。  延伸查詢new window
10.Kristensen, Kai、Martensen, Anne、Gronholdt, Lars(2000)。Customer satisfaction measurement at post denmark: Results of application of the European customer satisfaction index methodology。Total Quality Management,11(7),1007-1015。  new window
11.Colgate, Mark、Lang, Bodo(2001)。Switching barriers in consumer markets: An investigation of the financial services industry。Journal of Consumer Marketing,18(4),332-347。  new window
12.Colgate, M. R.、Danaher, P. J.(2000)。Implementing a Customer Relationship Strategy: The Asymmetric Impact of Poor versus Excellent Execution。Journal of the Academy of Marketing Science,28(3),375-387。  new window
13.Gefen, D.(2003)。TAM or just plain habit: A look at experienced online shoppers。Journal of End User Computing,15(3),1-13。  new window
14.Ouellette, Judith A.、Wood, Wendy J.(1998)。Habit and intention in everyday life: the multiple processes by which past behavior predicts future behavior。Psychological bulletin,124(1),54-74。  new window
15.Gounaris, S.、Stathakopoulos, V.(2004)。Antecedents and consequences of brand loyalty: An empirical study。Journal of Brand Management,11(4),283-306。  new window
16.Westbrook, R. A.(1980)。Intrapersonal affective influences on consumer satisfaction with products。Journal of Consumer Research,7(1),49-54。  new window
17.Campbell, J. Y.、Cochrane, J. H.(1999)。By Force of Habit: A Consumption-based Explanation of Aggregate Stock Market Behavior。Journal of Political Economy,107(2),205-251。  new window
18.Bendapudi, N.、Berry, L. L.(1997)。Customers' motivations for maintaining relationships with service providers。Journal of Retailing,73(1),15-37。  new window
19.Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2000)。Switching barriers and repurchase intentions in services。Journal of Retailing,76(2),259-274。  new window
20.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。  new window
21.Hsu, S. H.(2008)。Developing an index for online customer satisfaction: Adaptation of American customer satisfaction index。Expert Systems with Applications,34(4),3033-3042。  new window
22.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
23.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
24.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
25.Cina, Craig(1989)。Creating an effective customer satisfaction program。Journal of Business and Industrial Marketing,4(2),33-42。  new window
26.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
27.Cheng, C. C.、Chiu, S. I.、Hu, H. Y.、Chang, Y. Y.(2011)。A study on exploring the relationship between customer satisfaction and loyalty in the fast food industry: With relationship inertia as a mediator。African Journal of Business Management,5(13),5118-5126。  new window
28.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
29.Roy, R.、Chintagunta, P. K.、Haldar, S.(1996)。A Framework for Investigating Habits, the Hand of the Past, and Heterogeneity in Dynamic Brand Choice。Marketing Science,15(3),280-299。  new window
30.Chitty, B.、Ward, S.、Chua, C.(2007)。An Application of the ECSI Model as a Predictor of Satisfaction and Loyalty for Backpacker Hostels。Marketing Intelligence & Planning,25(6),563-580。  new window
31.Terblanche, N. S.(2006)。The Relationship Between Customer Satisfaction and Loyalty an Application of the American Customer Satisfaction Index in the South African Fast Food Industry。Management Dynamics,15(2),31-42。  new window
32.Chiu, S. I.、Cheng, C. C.、Yen, T. M.、Hu, H. Y.(2011)。Preliminary research on customer satisfaction models in Taiwan: a case study from the automobile industry。Expert Systems with Applications,38(8),9780-9787。  new window
33.Bloemer, J. M. M.、Kasper, H. D. P.(1994)。The impact of satisfaction on brand loyalty: Urging on classifying satisfaction and brand loyalty。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,7,152-160。  new window
學位論文
1.連秋月(2006)。台灣顧客滿意指標模式建立之研究(碩士論文)。中華大學。  延伸查詢new window
2.馬志豪(2011)。服務品質、顧客滿意度、轉換成本與轉換意圖之相關性研究--以產險業為例(碩士論文)。樹德科技大學。  延伸查詢new window
3.陳淑芳(2003)。顧客關係、服務品質、品牌形象、顧客滿意度與再購意願間關係之研究--以銀行業為例(碩士論文)。大同大學。  延伸查詢new window
4.Gremler, Dwayne D.(1995)。The Effect of Satisfaction, Switching Costs, and Interpersonal Bonds on Service Loyalty(博士論文)。Arizona State University,Tempe, Arizona。  new window
5.黃映瑀(2005)。體驗行銷、體驗價值、顧客滿意、品牌形象與行為意向關係之研究(碩士論文)。大葉大學。  延伸查詢new window
圖書
1.Seybold, P. B.(1998)。Customers Com: How to Create A Profitable Business Strategy for the Interned and Beyond。New York:Times Business。  new window
2.Assael, Henry(1998)。Consumer Behavior and Marketing Action。Cincinnati, Ohio:South-Western College Publishing。  new window
3.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1993)。Consumer Behavior。Dryden Press。  new window
4.Raphel, N.、Raphel, M.(1995)。Up the loyalty ladder: turning sometime customers into full-time advocates of your business。New York:Harper Collins Puvlishers Inc.。  new window
其他
1.Gartner(2012)。全球手機3Q12 銷售,http://www.gartner.com/it/page.jsp?id=2237315。  new window
 
 
 
 
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