Investigating Relational Selling Behaviors, Relationship Quality, and Customer Loyalty in the Medical Device Industry in Taiwan_

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題名：	Investigating Relational Selling Behaviors, Relationship Quality, and Customer Loyalty in the Medical Device Industry in Taiwan
書刊名：	International Journal of Business and Information
作者：	Lai, Ming-cheng／Chou, Feng-sha／Cheung, Yu-jen
出版日期：	2013
卷期：	8:1
頁次：	頁137-150
主題關鍵詞：	Relationship marketing；Relationship quality；Customer loyalty；Medical device industry
原始連結：	連回原系統網址
相關次數：	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:0 共同引用:0 點閱:22

This study examines how relational selling behavior and expertise affect customer satisfaction, trust of relationship quality, and customer loyalty in the medical device industry in Taiwan using constructs that are usually investigated separately. Based on empirical results, four conclusions were drawn: (1) relational selling behaviors positively affect the trust of relationship quality; (2) expertise positively affects both the trust and customer satisfaction with relationship quality; (3) relational selling behaviors positively affect customer satisfaction with relationship quality; and (4) relationship quality positively affects customer loyalty.

以文找文

期刊論文
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10.	Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science，26(2)，101-114。
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圖書
1.	Reichheld, Frederick F.、Teal, Thomas(1996)。The Loyalty Effect: The Hidden Force behind Growth Profits, and Lasting Value。Boston：Harvard Business School Press。
2.	Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。

圖書論文
1.	Goodwin, C.、Gremler, D. D.(1996)。Friendship over the counter: How social aspects of service encounters influence consumer service loyalty。Advances in Services Marketing and Management。JAI Press。
2.	Gremler, D. D.、Brown, S. W.(1996)。Service loyalty: Its nature, importance, and implications。QUIS 5 Advancing Service Quality: A Global Perspective。New York：International Service Quality Association。

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