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題名:關係行銷品質對服務品質與顧客滿意度之干擾效果--以高雄市地區3C連鎖通路體系消費者為例
書刊名:正修學報
作者:拾已宇 引用關係陳卜僑張景盛翁慧卿龔榮源
作者(外文):Shih, Yi-yuChen, Pu-chiaoChang, Ching-shengWeng, Hui-chingKung, Jung-yuan
出版日期:2015
卷期:28
頁次:頁205-222
主題關鍵詞:關係行銷品質服務品質顧客滿意度3C連鎖通路干擾效果Relationship marketing qualityService qualityCustomer satisfaction3C chain storesModerating effect
原始連結:連回原系統網址new window
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  • 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:26
  • 點閱點閱:75
期刊論文
1.Mattila, Anna S.(2001)。The Impact of Relationship type on Customer Loyalty in A Context of Service Failures。Journal of Service Research,4(2),91-101。  new window
2.沈慶龍、林佑中(20100600)。顧客關係管理與資源基礎對服務品質及顧客忠誠度影響之研究:以汽車售後服務業為例。臺灣企業績效學刊,3(2),231-251。new window  延伸查詢new window
3.廖焜熙(2012)。服務品質、顧客滿意度、顧客忠誠度關係之實證研究--以行動電信業為例。International Journal of Lisrel,5(1),50-71。  延伸查詢new window
4.廖彩雲、羅元辰(20131200)。宅配產業服務品質與顧客滿意度分析--以臺灣五大宅配業者為例。電子商務學報,15(4),461-490。new window  延伸查詢new window
5.Yasin, M. S. A.(2013)。Brand love: Mediating role in purchase intentions and word-of-mouth。Journal of Business and Management,7(2),101-109。  new window
6.Chang, C. S.、Chen, S. Y.、Lan, Y. T.(2013)。Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters。BMC health services research,13(1)。  new window
7.湯玲郎、邱文瑛、邱嘉萍(20120800)。服務品質、關係品質與顧客價值對顧客滿意度之關聯性研究--以大學推廣教育機構為例。品質學報,19(4),325-337。new window  延伸查詢new window
8.謝順金、曾瀅霖(20100600)。服務品質、服務價值、顧客滿意度與行為意向之關係研究--以網路電話服務為例。資訊管理展望,12(1),65-85。  延伸查詢new window
9.Bemaldo-de-Quiros, M.、Cerdeira, J. C.、Gomez, M. D.、Piccini, A. T.、Crespo, M.(2014)。Physical and verbal aggression encountered by out-of-hospital emergency responders in the autonomous community of Madrid: differences between urgent and emergent care settings。Emergencias,26(3),171-178。  new window
10.Biscaia, R.、Correia, A.、Rosado, A. F.、Ross, S. D.、Maroco, J.(2013)。Sport sponsorship: The relationship between team loyalty, sponsorship awareness, attitude toward the sponsor, and purchase intentions。Journal of Sport Management,21,288-302。  new window
11.Brun, I.、Durif, F.、Ricard, L.(2014)。E-relationship marketing: a cognitive mapping introspection in the banking sector。European Journal of Marketing,48(3/4),572-594。  new window
12.Bull Schaefer, R. A.、Palanski, M. E.(2014)。Emotional contagion at work: An in-class experiential activity。Journal of Management Education,38,533-559。  new window
13.Chang, C. S.、Chen, S. Y.、Lan, Y. T.(2011)。Raising Nurses, Job Satisfaction through Patient-Oriented Perception and Organizational Citizenship Behaviors。Nursing Research,60(1),40-46。  new window
14.Chang, C. S.、Chen, S. Y.、Lan, Y. T.(2012)。Motivating medical information system performance by system quality, service quality, and job satisfaction for evidence-based practice。BMC Medical Informatics and Decision Making,12,135。  new window
15.張景盛、翁慧卿、張心馨、徐村和(20060300)。Customer Satisfaction in Medical Service Encounters--A Comparison between Obstetrics and Gynecology Patients and General Medical Patients。The Journal of Nursing Research,14(1),9-23。new window  new window
16.Escobar-Rodriguez, T.、Carvajal-Trujillo, E.(2014)。Online purchasing tickets for low cost carriers: An application of the unified theory of acceptance and use of technology (UTAUT) model。Tourism Management,43(1),70-88。  new window
17.Huang, J. A.、Weng, R. H.、Lai, C. S.、Hu, J. S.(2013)。Perceptual market orientation gap and its impact on relationship quality and patient loyalty: The role of internal marketing。Evaluation and the Health Professions,36(2),204-227。  new window
18.Jai, T. M.、Bums, L. D.、King, N. J.(2013)。The effect of behavioral tracking practices on consumers5 shopping evaluations and repurchase intention toward trusted online retailers。Computers in Human Behavior,29(3),901-909。  new window
19.Miquel-Romero, M. J.、Caplliure-Giner, E. M.、Adame-Sanchez, C.(2014)。Relationship marketing management: Its importance in private label extension。Journal of Business Research,57(5),667-672。  new window
20.Ting, S. C.、Yeh, L. Y.(2014)。Teacher loyalty of elementary schools in Taiwan: The contribution of gratitude and relationship quality。School Leadership and Management,34,85-101。  new window
21.Vieira, A. L.、Winklhofer, H.、Ennew, C.(2014)。The effects of relationship marketing on share of business: A synthesis and comparison of models。Journal of Business-to-Business Marketing,21(2),85-110。  new window
22.佘溪水、侯博仁(20091200)。關係行銷、顧客滿意度與忠誠度之研究--以高科技產業為例。聯大學報,6(2),323-343。  延伸查詢new window
23.周文賢、游信益(20050600)。網路銀行服務品質、關係品質、與顧客忠誠之研究。企業管理學報,65,31-59。new window  延伸查詢new window
24.Bennett, R.、Barkensjo, A.(2005)。Relationship Quality, Relationship Marketing, and Client Perceptions of the Levels of Service Quality of Charitable Organisations。International Journal of Service Industry Management,16(1),81-106。  new window
25.Drennan‚ J.、Mort‚ G. S.、Previte‚ J.(2006)。Privacy‚ Risk Perception‚ and Expert Online Behavior: An Exploratory Study of Household End Users。Journal of Organizational and End User Computing,18(1),1-22。  new window
26.Gagliano, K. B.、Hathcote, J.(1994)。Customer expectations and perceptions of service quality in retail apparel specialty stores。Journal of Services Marketing,8(1),60-69。  new window
27.Holmlund, M.、Kock, S.(1996)。Relationship Marketing: The Importance of Banking Customer-Perceived Service Quality in Retail Banking。Service Industries Journal,16(3),287-304。  new window
28.Kuo, Y. F.、Wu, C. M.、Deng, W. J.(2009)。The relationships among service quality, perceived value, customer satisfaction, and post-purchased intention in mobile value-added services。Computers in Human Behavior,25(4),887-896。  new window
29.Henning-Thurau, T.、Klee, A.(1997)。The impact of customer satisfaction and relationship quality and customer retentior。Psychology & Marketing,14(8),737-764。  new window
30.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review,32(3),39-48。  new window
31.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
32.Chang, C. S.、Chang, H. C.(2010)。Motivating nurses' organizational citizenship behaviors by customer-oriented perception for evidence-based practice。Worldviews on Evidence-Based Nursing,7(4),214-225。  new window
33.Hurley, R. F.、Estelami, H.(1998)。Alternatives Indexes for Monitoring Customer Perceptions of Service Quality: A Comparative Evaluation in a Retail Context。Journal of the Academy of Marketing Science,26(3),209-221。  new window
34.Kim, M. K.、Park, M. C.、Jeong, D. H.(2004)。The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services。Telecommunications Policy,28(2),145-159。  new window
35.林隆儀、徐稚軒、陳俊碩(20090100)。寬頻網路關係行銷結合類型、服務品質、關係品質與轉換成本對顧客忠誠之影響。輔仁管理評論,16(1),37-68。new window  延伸查詢new window
36.Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing,15(1),3-21。  new window
37.Avolio, Bruce J.、Yammarino, Francis J.、Bass, Bernard M.(1991)。Identifying common methods variance with data collected from a single source: An unresolved sticky issue。Journal of Management,17(3),571-587。  new window
38.Storbacka, Kaj、Strandvik, Tore、Grönroos, Christian(1994)。Managing customer relationships for profit: The dynamics of relationship quality。International Journal of Service Industry Management,5(5),21-38。  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.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
41.Chang, C. S.、Chang, H. C.(2010)。Moderating effect of nurses’ customer-oriented perception between organizational citizenship behaviors and satisfaction。Western Journal of Nursing Research,32(5),628-643。  new window
圖書
1.Rapp, S.、Collins, T.(1990)。The Great Marketing Trunaround。Englewood Cliffs, NJ:Prentice-Hall。  new window
2.Rust, Roland T.、Zahorik, Anothony J.、Keiningham, Timothy L.(1996)。Service Marketing。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.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。  new window
5.Armstrong, Gary、Kotler, Philip(2000)。Marketing: An Introduction。Prentice Hall。  new window
6.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
7.Berry, L. L.(1993)。Relationship Marketing in Emerging Perspectives on Services Marketing。Chicago。  new window
其他
1.台灣網路資訊中心(2013)。TWNIC 2013年台灣地區寬頻使用調査報告,http://stat.twnic.net.tw, 2013/02。  延伸查詢new window
2.陳映竹(2012)。2012年臺灣網路商店經營現況分析,http://www.find.org.tw/find/home.aspx?page=manyandid=357。  延伸查詢new window
 
 
 
 
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