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題名:跨國企業顧客參與和顧客滿意關係之研究--以零售擁擠知覺為干擾變數
書刊名:商學學報
作者:楊豐華 引用關係楊雅棠 引用關係陳俐帆吳能惠
作者(外文):Yang, Feng-huaYang, Ya-tangChen, Li-fanWu, Neng-hui
出版日期:2016
卷期:24
頁次:頁95-121
主題關鍵詞:顧客參與顧客滿意擁擠知覺Customer participationUstomer satisfactionErceived crowding
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:0
  • 點閱點閱:19
期刊論文
1.Ennew, C. T.、Binks, M. R.(1999)。Impact of participative service relationship on quality, satisfaction and retention: An exploratory study。Journal of Business Research,46(2),121-132。  new window
2.Eroglu, S. A.、Harrell, G. D.(1986)。Retail Crowding: Theoretical and Strategic Implications。Journal of Retailing,62(4),346-363。  new window
3.Dabholkar, Pratibha A.(1996)。Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality。International Journal of Research in Marketing,13(1),29-51。  new window
4.Mills, P. K.、Moberg, D. J.(1982)。Perspectives on the Technology of Service Operations。Academy of Management Review,7(3),467-478。  new window
5.Tu, Y. T.、Wang, C. M.、Chang, H. C.(2012)。Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan。Journal of Social and Development Sciences,3(1),24-32。  new window
6.Bateson, J. E. G.(1985)。The self-service consumer: an exploratory study。Journal of Retailing,61(3),49-76。  new window
7.Chan, K. W.、Yim, C. K.、Lam, S. S. K.(201005)。Is customer participation in value creation a double-edged sword?。Journal of Marketing Management,74,48-64。  new window
8.Claycomb, C.、Lengnick-Hall, C. A.、Inks, L. W.(2001)。The customer as a productive resource: A pilot study and strategic implications。Journal of Business Strategies,18(1),47-69。  new window
9.Eroglu, S. A.、Machleit, K. A.(1990)。An empirical study of retail crowding: Antecedents and consequences。Journal of Retailing,66,201-221。  new window
10.Lin, C. H.(2011)。A study on the relations between the brand image and customer satisfaction in catering businesses。African Journal of Business Management,5(18),7732-7739。  new window
11.Lovelock, C. H.、Young, R. F.(1979)。Look to consumers to in-crease productivity。Harvard Business Review,57(3),168-178。  new window
12.Machleit, K. A.、Eroglu, S. A.、Mantel, S. P.(2000)。Perceived retail crowding and shopping satisfaction: What modifies this relationship?。Journal of Consumer Psychology,9(1),29-42。  new window
13.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。Assessing the effects of quality, value and customer satisfaction on customer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。  new window
14.Ranjbarian, B.、Sanayei, A.、Kaboli, M. R.、Hadadian, A.(2012)。An Analysis of Brand Image, Perceived Quality, Customer Satisfaction and Re-purchase Intention in Iranian Department Stores。International Journal of Business and Management,7(6),40-48。  new window
15.Rapoport, A.(1975)。Toward a redefinition of density。Environment and Behavior,7(2),133-158。  new window
16.Spreng, R.、Shi, L.、Page, T.(2005)。Perceived Service Quality, Customer Satisfaction, and Intentions。Advances in Consumer Research,32,358-359。  new window
17.Stokols, D.(1972)。On the distiction between density and crowding: Some implications for future research。Psychological Review,79(3),275-277。  new window
18.Wiley, J. W.(1991)。Customer Satisfaction: A Supportive Work Environment & Its Financial Cost。Human Resource Planning,14(2),117-127。  new window
19.Woodruff, Robert B.、Cadotte, Ernest R.、Jenkins, Roger L.(198308)。Modelling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research,20,296-304。  new window
20.Sondoh, S. L. Jr.、Omar, M. W.、Wahid, N. A.、Ismail, I.、Harun, A.(2007)。The Effect of Brand Image on Overall Satisfaction and Loyalty Intention in the Context of Color Cosmetic。Asian Academy of Management Journal,12(1),83-107。  new window
21.Kelley, Scott W.、Donnelly, James H. Jr.、Skinner, Steven J.(1990)。Customer participation in service production and delivery。Journal of Retailing,66(3),315-335。  new window
22.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
23.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing,59(1),17-28。  new window
24.Harrell, Gillbert D.、Hutt, Michael D.、Anderson, James C.(1980)。Path Analysis of Buyer Behavior Under Conditions of Crowding。Journal of Marketing Research,17(1),45-51。  new window
25.Machleit, K. A.、Kellaris, J. J.、Eroglu, S. A.(1994)。Human vs. spatial dimensions of crowding perceptions in retail environments: A note on their measurement and effect on shopper satisfaction。Marketing Letters,5(2),183-194。  new window
26.Parasuraman, Arun、Berry, Leonard L.、Zeithaml, Valarie A.(1991)。Understanding Customer Expectations of Service。MIT Sloan Management Review,32(3),39-48。  new window
27.Keller, Kevin Lane(1993)。Conceptualizing, Measuring, and Managing Customer-Based Brand Equity。Journal of Marketing,57(1),1-22。  new window
28.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
29.Cronbach, Lee J.(1951)。Coefficient alpha and the internal structure of tests。Psychometrika,16(3),297-334。  new window
30.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
31.Cermak, Dianne S. P.、File, Karen M.、Prince, Russ A.(1994)。Customer Participation in Service Specification and Delivery。Journal of Applied Business Research,10(2),90-97。  new window
32.Kellogg, Deborah L.、Youngdahl, William E.、Bowen, David E.(1997)。On the relationship between customer participation and satisfaction: Two frameworks。International Journal of Service Industry Management,8(3),206-219。  new window
33.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
34.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research,4(1),149-154。  new window
35.Gronholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship Between Customer Satisfaction and Loyalty: Cross-Industry Differences。Total Quality Management,11(4-6),509-514。  new window
36.Milgram, Stanley(1970)。The experience of living in cities。Science,167(3924),1461-1468。  new window
37.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
38.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
39.Martínez-Salinas, Eva、Pina-Pérez, José Miguel(2009)。Modeling the brand extensions' influence on brand image。Journal of Business Research,62(1),50-60。  new window
會議論文
1.曹勝雄、范文嘉(2003)。顧客參與、情緒體驗與顧客滿意度關係之探討:以星巴克為例。第三屆觀光休閒暨餐旅產業永續經營研討會。高雄:國立高雄餐旅學院。  延伸查詢new window
圖書
1.Brehm, J.(1996)。A Theory of Psychological Reactance。New York:Academic Press。  new window
2.Freedman, J. L.(1975)。Crowding and behavior。New York:Viking Press。  new window
3.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
4.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
5.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
6.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate Data Analysis。Prentice-Hall。  new window
7.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1993)。Consumer Behavior。Dryden Press。  new window
圖書論文
1.Miller, John A.(1977)。Exploring satisfaction, modifying models, eliciting expectations, posing problems and making meaningful measurements。Conceptualization and measurement of consumer satisfaction and dissatisfaction。Marketing Science Institute。  new window
2.Bateson, J. E. G.(1983)。The self-service customer--empirical findings。Emerging Perspectives on Services Marketing。Chicago, IL:American Marketing Association。  new window
3.Proshansky, Y. H.、Ittelson, W. H.、Rivlin, L. G.(1970)。Freedom of choice and behavior in a physical setting。Environmental psychology: Man and his physical setting。New York:Holt, Rinehart & Winston。  new window
4.Hunt, H. K.(1977)。CS/D-Overview and Future Research Directions。Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction。Cambridge, MA:Marketing Science Institute。  new window
 
 
 
 
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