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題名:顧客導向和銷售導向對滿意度、信任及顧客關係績效的影響--銀行業的實證結果
書刊名:北商學報
作者:林南宏曾家渝
作者(外文):Lin, Nan-hongTseng, Chia-yu
出版日期:2018
卷期:34
頁次:頁25-57
主題關鍵詞:顧客導向銷售導向滿意度信任顧客關係績效Customer orientationSales orientationConsumer satisfactionTrustCustomer relationship performance
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(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:5
  • 點閱點閱:9
期刊論文
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30.Berry, Leonard L.(2000)。Cultivating Service Brand Equity。Journal of the Academy of Marketing Science,28(1),128-137。  new window
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33.Roman, S.、Munuera, J. L.(2005)。Determinants and Consequences of Ethical Behavior: An Empirical Study of Salespeople。European Journal of Marketing,39(5/6),473-495。  new window
34.Grønholdt, 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
35.Anderson, James C.、Narus, James A.(1990)。A Model of Distributor Firm and Manufacturer Firm Working Partnership。Journal of Marketing,54(1),42-58。  new window
36.Thomas, R. W.、Soutar, G. N.、Ryan, M. M.(2001)。The selling orientation-customer orientation (SOCO) scale: a proposed short form。Journal of Personal Selling & Sales Management,21(1),63-69。  new window
37.Ferrell, O. C.、Johnston, M. W.、Ferrell, L.(2007)。A framework for personal selling and sales management ethical decision making。Journal of Personal Selling & Sales Management,27(4),291-299。  new window
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39.Jones, Michael A.、Mothersbaugh, David L.、Beatty, Sharon E.(2000)。Switching Barriers and Repurchase Intention in Service。Journal of Retailing,76(2),259-274。  new window
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42.Tam, J. L. M.、Wong, Y. H.(2001)。Interactive selling: a dynamic framework for services。Journal of Services Marketing,15(4/5),379-396。  new window
43.Barnes, J. G.、King, B. R.、Breen, G. A.(2004)。The Almost Customer: A Missed Opportunity to Enhance Corporate Success。Managing Service Quality,14(2/3),134-146。  new window
44.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。  new window
45.Wachner, Trent、Plouffe, Christopher R.、Grégoire, Yany(2009)。SOCO's impact on individual sales performance: The integration of selling skills as a missing link。Industrial Marketing Management,38(1),32-44。  new window
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47.陳至柔、吳如娟、林松江(20160600)。雲端CRM系統持續使用意圖之實證研究:整合任務-科技適配模式與體制理論。電子商務學報,18(1),103-140。new window  延伸查詢new window
48.Ambler, T.、Bhattacharya, C. B.、Edell, J.、Keller, K. L.、Lemon, K. N.、Mittal, V.(2002)。Relating brand and customer perspectives and marketing management。Journal of Service Research,5(1),13-25。  new window
49.Bendapudi, N.、Berry, L. L.(1997)。Customers' motivations for maintaining relations hips with service providers。Journal of Retailing,73(1),15-38。  new window
50.Buvik, A.、Haugland, S. A.(2005)。The allocation of specific assets, relationship duration, and contractual coordination in buyer-seller relationships。Scandinavian Journal of Management,21(1),41-60。  new window
51.Coulter, K. S.、Coulter, R. A.(2002)。Determinants of trust in a service provider: The moderation role of length of relationship。Journal of Services Marketing,16(1),35-50。  new window
52.Donavan, D. T.、Brown, T. J.、Mowen, J. C.(2004)。Internal benefits of service workercustomer orientation: Job satisfaction, commitment, and organizational citizenship behaviors。Journal of Marketing,68(1),128-146。  new window
53.Goff, B. G.、Boles, J. S.、Bellenger, D. N.、Stojack, C.(1997)。The influence of salesperson selling behavior on customer satisfaction with products。Journal of Retailing,73(2),171-183。  new window
54.Harris, L. C.、Goode, M. M. H.(2010)。Online service scopes, trust, and purchase intentions。Journal of Services Marketing,24(3),230-243。  new window
55.Hawes, J. M.、Strong, J. T.、Winick, B. S.(1996)。Do closing techniques diminish prospect trust?。Industrial Marketing Management,25(5),349-360。  new window
56.Huang, M. H.(2007)。The influence of selling behaviors in customer relationships in financial services。International Journal of Service Industry Management,19(4),458-473。  new window
57.Huang, M. H.(2008)。Designing website attributes to induce experiential encounters。Computers in Human Behavior,19(4),425-442。  new window
58.Jacobs, R.、Hyman, M.、McQuitty, S.(2000)。Exchange specific self-disclosure, social self-disclosure and personal selling。Journal of Marketing Theory and Practice,9(1),48-62。  new window
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60.Stewart, Mark B.(2004)。The impact of the introduction of the U.K. minimum wage on the employment probabilities of low-wage workers。Journal of the European Economic Association,2(1),67-97。  new window
61.Stock, R. M.、Hoyer, W. D.(2002)。Leadership style as driver of salespeople's customer orientation。Journal of Market-Focused Management,5(4),355-376。  new window
62.Strutton, D.、Pelton, L. E.、Tanner, J. F.(1996)。Shall we gather in the garden: The effect of ingratiatory behaviors on buyer trust in salespeople。Industrial Marketing Management,25(2),151-162。  new window
63.Williams, M. R.(1998)。The influence of salespersons customer orientation on buyer-seller relationship development。The Journal of Business and Industrial Marketing,13(3),271-278。  new window
64.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。  new window
65.Saxe, Robert、Weitz, Barton A.(1982)。The SOCO scale: A measure of the customer orientation of salespeople。Journal of Marketing Research,19(3),343-351。  new window
66.Allen, J. A.、Pugh, S. D.、Grandey, A. A.、Groth, M.(2010)。Following display rules in good or bad faith? Customer orientation as a moderator of the display rule-emotional labor relationship。Human Performance,23(2),101-115。  new window
67.Price, Linda L.、Arnould, Eric J.(1999)。Commercial Friendships: Service Provider-Client Relationships in Context。Journal of Marketing,63(4),38-56。  new window
68.Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science,23(4),246-251。  new window
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研究報告
1.Ringle, C. M.(2004)。Gütemaße für den Partial-least-squares-Ansatz zur Bestimmung von Kausalmodellen。Institute for Industriebetriebslehre und Organization, University Hamburg。  new window
學位論文
1.張瑞玲(1995)。商業銀行零售金融關係行銷之研究(碩士論文)。國立政治大學。  延伸查詢new window
2.廖涵玟(2010)。多重通路顧客購買行為之研究--以銀行業為例(碩士論文)。清雲科技大學。  延伸查詢new window
3.蔡婉如(2013)。銀行財富管理產業的瓶頸與再造--小額財富管理創新模式的可行性(碩士論文)。佛光大學。  延伸查詢new window
圖書
1.Seybold, P. B.、Marshak, R. T.(1998)。Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond。Patricia Seybold Group, Inc.。  new window
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6.Ringle, C. M.、Wende, S.、Will, S.(2005)。Smart PLS 2.0 M3 (beta)。Hamburg:University of Hamburg。  new window
7.張偉豪(2013)。SEM論文寫作不求人。三星統計服務有限公司。  延伸查詢new window
8.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
9.Kotler, Philip(2003)。Marketing management。Prentice-Hall, Inc.。  new window
10.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.(2010)。Multivariate data Analysis: A Global Perspective。Prentice-Hall, Inc.。  new window
11.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
圖書論文
1.Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois:American Marketing Association。  new window
2.Chin, Wynne W.(1998)。The partial least squares approach to structural equation modeling。Modern methods for business research。Lawrence Erlbaum Associates Publishers。  new window
3.Chin, Wynne W.(2010)。How to Write Up and Report PLS Analyses。Handbook of Partial Least Squares。Springer-Verlag。  new window
 
 
 
 
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