Roles of Salespersons on Stayers and Defectors in Taiwan Tourism__臺灣人文及社會科學引文索引資料庫

:::

詳目顯示

第 1 筆 / 總合 1 筆

/1頁

來源文獻資料
摘要
外文摘要
引文資料

題名：	Roles of Salespersons on Stayers and Defectors in Taiwan Tourism
書刊名：	行銷評論
作者：	梁直青／黎德重
作者(外文)：	Liang, Chih-chin／Le, Duc Trong
出版日期：	2018
卷期：	15:1
頁次：	頁7-52
主題關鍵詞：	價值創造；顧客滿意度；人際關係的發展；服務品質；銷售人員；臺灣旅遊；Value creation；Customer satisfaction；Relationship development；Service quality；Salespersons；Stayers；Defectors
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:16

傳統的顧客忠誠度是一種概念，但無法視為顧客實際的忠誠度－顧客真正會再次回來消費。換言之，過往研究是假設將回購意圖視為實際的忠誠行為的替代指標，但很少有研究去驗證回購的意圖可以準確地預測顧客將再次回來消費（保留，stayer）或僅表態忠誠卻一去不返（脫離，defector）。據此，本研究引用Williams等人(2011)之研究，透過四個構面分析「實際的忠誠行為」，檢測顧客可能保留或脫離：旅行業務員對旅遊的價值創造、人際關係的發展，顧客滿意度和服務品質。另外，台灣自然和文化資源的豐富性和多樣性，對旅遊的發展提供巨大的潛力，而且台灣對於來自周邊國家的商務旅客和遊客一直是一個很棒的旅遊目的地。若能辨識實際忠誠者和表態忠誠者的忠誠行為之間的差異是很重要的；換言之，若能建立一個更深入的了解顧客忠誠度的模型，這將有利於台灣的旅遊發展。

以文找文

Customer loyalty is conventionally measured in terms of its effects on repurchase intention but not in terms of its effects on actual loyalty behavior. Repurchase intention is also a widely used surrogate for actual loyalty behavior but little research has demonstrated that repurchase intention can accurately predict customers who will stay or defect. This study analyzed four elements of ＂actual loyalty behavior＂ that determines whether a tourist visiting Taiwan is likely to stay or defect: value creation, relationship development, customer satisfaction and service quality. Identifying actual loyalty behavior through stayers is important in establishing a deeper understanding of customer loyalty and it can be helpful for Taiwan tourism. The subjects of the study were 659 Taiwanese residents who had travel experience. The analytical results revealed the differences between stayers and defectors. The implications of this study are also discussed.

以文找文

期刊論文
1.	Wangenheim, Florian、Bayón, Tomás(2004)。Satisfaction, Loyalty and Word of Mouth within the Customer Base of a Utility Provider: Differences between Stayers, Switchers and Referral Switchers。Journal of Consumer Behavior，3(3)，211-220。
2.	Tsai, H. T.、Huang, L.、Lin, C. G.(2005)。Emerging e-Commerce Development Model for Taiwanese Travel Agencies。Tourism Management，26(5)，787-796。
3.	Bolton, R. N.、Lemon, K. N.、Verhoef. P. C.(2008)。Expanding Business-to-Business Customer Relationships: Modeling the Customer's Upgrade Decision。Journal of Marketing，72(1)，46-64。
4.	Swan, J. E.、Oliver, R. L.(1989)。Post Purchase Communications by Consumers。Journal of Retailing，65(4)，516-533。
5.	McNaughton, R. B.、Osborne, P.、Imrie, B. C.(2002)。Market-oriented value creation in service firms。European Journal of Marketing，36(9/10)，990-1002。
6.	Lee, Sangjae、Jeon, Sungil、Kim, Doyoung(2011)。The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea。Tourism Management，32(5)，1115-1124。
7.	Huang, P.、Lurie, N. H.、Mitra, S.(2009)。Searching for experience on the Web: An empirical examination of consumer behavior for search and experience goods。Journal of Marketing，73(2)，55-69。
8.	Weathers, D.、Sharma, S.、Wood, S. L.(2007)。Effects of online communication practices on consumer perceptions of performance uncertainty for search and experience goods。Journal of Retailing，83(4)，393-401。
9.	Ulaga, W.(2003)。Capturing value creation in business relationships: A customer perspective。Industrial Marketing Management，32(8)，677-693。
10.	Jeong, M.、Oh, H.、Gregoire, M.(2003)。Conceptualizing Web Site Quality and Its Consequences in the Lodging Industry。International Journal of Hospitality Management，22(2)，161-175。
11.	Oppermann, M.(2000)。Tourism destination loyalty。Journal of Travel Research，39(1)，78-84。
12.	Liao, Chechen、Palvia, Prashant、Chen, Jain-Liang(2009)。Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT)。International Journal of Information Management，29(4)，309-320。
13.	Moe, Wendy W.、Fader, Peter S.(2004)。Capturing Evolving Visit Behavior in Clickstream Data。Journal of Interactive Marketing，18(1)，5-19。
14.	Hufnagel, E. M.、Conca, C.(1994)。User response data: the potential for errors and biases。Information Systems Research，5(1)，48-73。
15.	Román, S.、Ruiz, S.(2005)。Relationship outcomes of perceived ethical sales behavior: The customer's perspective。Journal of Business Research，58(4)，439-445。
16.	Mckinnon, R. I.(1964)。Foreign Exchange Constraints in Economic Development and Efficient Aid Allocation。Economic Journal，74，388-409。
17.	Anderson, J. C.、Narus, J. A.(1995)。Capturing the value of supplementary services。Harvard Business Review，73(1)，75-83。
18.	Capraro, A.、Broniarczyk, S.、Srivastava, R. K.(2003)。Factors influencing the likelihood of customer defection: the role of consumer knowledge。Journal of the Academy of Marketing Science，31(2)，164-175。
19.	Ganesh, Jaishankar、Arnold, Mark J.、Reynolds, Kristy E.(2000)。Understanding the customer base of service providers: An examination of the differences between switchers and stayers。Journal of Marketing，64(3)，65-87。
20.	Bearden, William O.、Teel, Jesse E.(1983)。Selected Determinants of Consumer Satisfaction and Complaint Reports。Journal of Marketing Research，20(1)，21-28。
21.	Grönroos, Christian(1997)。Value-driven relational marketing: from products to resources and competencies。Journal of Marketing Management，13(5)，407-419。
22.	Choi, J.、Seol, H.、Lee, S.、Cho, H.、Park, Y.(2008)。Customer satisfaction factors of mobile commerce in Korea。Internet Research，18(3)，313-335。
23.	Bove, L. L.、Pervan, S. J.、Beatty, S. H.、Shiu, E.(2009)。Service Worker Role in Encouraging Customer Organizational Citizenship Behaviors。Journal of Business Research，62(7)，698-705。
24.	Kumar, V.、Shah, D.、Venkatesan, R.(2006)。Managing Retailer Profitability: One Customer at a Time。Journal of Retailing，82(4)，277-294。
25.	Ratchford, Brian T.、Lee, M. S.、Talukdar, D.(2003)。The impact of the internet on information search for automobiles。Journal of Marketing Research，40(2)，193-209。
26.	Cathy, Goodwin、Gremler, Dwayne D.(1996)。Friendship over the Counter: How Social Aspects of Service Encounters Influence Consumer Service Loyalty。Advances in Services Marketing and Management，5(3)，247-282。
27.	Macintosh, G.、Lockshin, L. S.(1997)。Retail relationships and store loyalty: A multi-level perspective。International Journal of Research in Marketing，14(5)，487-497。
28.	Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science，17(1)，45-65。
29.	Kozak, M.(2001)。Repeaters behaviour at two distinct destinations。Annals of Tourism Research，28(3)，784-807。
30.	Walsh, G.、Dinnie, K.、Wiedmann, K. P.(2006)。How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany。Journal of Services Marketing，20(6)，412-420。
31.	Singh, R.、Koshy, A.(2011)。Does salesperson's customer orientation create value in B2B relationships? Empirical evidence from India。Industrial Marketing Management，40(1)，78-85。
32.	Pura, Minna(2005)。Linking perceived value and loyalty in location-based mobile services。Managing Service Quality，15(6)，509-538。
33.	Mechinda, P.、Serirat, S.、Gulid, N.(2009)。An examination of tourists' attitudinal and behavioral loyalty: comparison between domestic and international tourists。Journal of Vacation Marketing，15(2)，129-148。
34.	Reynolds, K. E.、Beatty, S. E.(1999)。Customer benefits and company consequences of customer-salesperson relationships in retailing。Journal of Retailing，75(1)，11-32。
35.	Tzokas, N.、Saren, M.(1999)。Value Transformation in Relationship Marketing。Australasian Marketing Journal，7(1)，52-62。
36.	Fullerton, G.(2005)。The impact of brand commitment on loyalty to retail service brands。Canadian Journal of Administrative Sciences，22(2)，97-110。
37.	Balaguer, J.、Cantavella-Jorda, M.(2002)。Tourism as a long-run economic growth factor: The Spanish case。Applied Economics，34(7)，877-884。
38.	Chen, Yubo、Xie, Jinhong(2008)。Online Consumer Review: Word-of-Mouth as a New Element of Marketing Communication Mix。Management Science，54(3)，477-491。
39.	Metz, D.(2012)。Demographic determinants of daily travel demand。Transport Policy，21，20-25。
40.	Dreyer, June Teufel(2016)。Taiwan and Japan in the Tsai Era。Orbis，60(4)，592-608。
41.	Snepenger, D.、Meged, K.、Snelling, M.、Worrall, K.(1990)。Information search strategies by destination-naïve tourists。Journal of Travel Research，29(1)，13-16。
42.	Gronflaten, O.(2009)。Predicting travelers' choice of information sources and information channels。Journal of Travel Research，48(2)，230-244。
43.	Baloglu, S.(1999)。A path analytical model of visitation intention involving information sources, socio-psychological motivations and destination images。Journal of Travel & Tourism Marketing，8，81-90。
44.	Gitelson, R.、Purdue, R.(1987)。Evaluating the role of state welcome centers in disseminating travel-related information in North Carolina。Journal of Travel Research，25，15-19。
45.	Howard, D.、Gitelson, R.(1989)。An analysis of differences between state welcome center users and non-users: A profile of Oregon vacationers。Journal of Travel Research，27(1)，38-40。
46.	Kendall, K.、Booms, B.(1989)。Consumer perceptions of travel agencies: communication, image, needs, and expectations。Journal of Travel Research，27，29-37。
47.	Roy, S.、Ghose, S.(2006)。Internet adoption as a two-stage transition. Converting Internet non-users to Internet users and to online buyers。International Journal of Market Research，48(3)，321-349。
48.	Palmatier, R.、Scheer, L.、SteenKamp, J.-B.(2007)。Customer loyalty to whom? Managing the benefits and risks of salespersons-owned loyalty。Journal of Marketing Research，44(2)，185-199。
49.	Williams, P.、Khan, M.、Ashil, N.、Naumann, E.(2011)。Customer attitudes of stayers and defectors in B2B services: Are they really different?。Industrial Marketing Management，40(5)，805-815。
50.	Kim, S.(2010)。The effect of emotional intelligence on salesperson's behavior and customers' perceived service quality。African Journal of Business Management，4(11)，2343-2353。
51.	Anderson, J.、Jain, D.、Pradeep, K.(1993)。Customer value assessment in business markets。Journal of Business-to-Business Marketing，1(1)，3-29。
52.	Lam, S. Y.、Shankar, Venkatesh、Erramilli, M. K.、Murthy, B.(2004)。Customer value, satisfaction, and switching costs: An illustration from business-to-business service context。Journal of the Academy of Marketing Science，32(3)，293-311。
53.	Reynolds, K.、Arnold, M.(2000)。Customer loyalty to the salesperson and the store: Examining relationship customers in an upscale retail context。Journal of Personal Selling & Sales Management，20(2)，89-98。
54.	East, R.、Lomax, W.、Narain, R.(2001)。Customer tenure, recommendation and switching。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，14，46-54。
55.	Boehm, M.(2008)。Determining the impact of Internet channel use on a customer's lifetime。Journal of Interactive Marketing，22(3)，2-22。
56.	Butt, F.、Bhutto, N.、Laghari, M.(2012)。Exploring the difference between stayers and switchers as corporate customers for life insurance companies in Sindh。Asian Social Science，8(6)，233-239。
57.	Choi, T.、Chu, R.(2001)。Determinants of hotel guest's satisfaction on repeat patronage in Hong Kong hotel industry。International Journal of Hospitality Management，20(3)，271-297。
58.	Petrick, J.、Sirakaya, E.(2004)。Segmenting cruise passengers by loyalty。Annals of Tourism Research，31(2)，472-475。
59.	Campo, S.、Yague, M.(2008)。Tourist loyalty to tour operator: Effects of price promotions and tourist effort。Journal of Travel Research，46(3)，318-326。
60.	Campo, S.、Yague, M.(2009)。Exploring non-linear effects of determinants on tourists' satisfaction。International Journal of Culture, Tourism and Hospitality Research，3(2)，127-138。
61.	McKercher, B.、Denizci-Guillet, B.(2010)。Are tourists or markets destination loyal?。Journal of Travel Research，50(2)，121-132。
62.	Bowen, J.、Shoemaker, S.(1998)。Loyalty: A strategic commitment。Cornell Hotel and Restaurant Administration Quarterly，39(1)，12-25。
63.	Westwood, S.、Morgan, N.、Pritchard, A.、Ineson, E.(1999)。Branding the package holiday: The role and significance of brands for UK air tour operators。Journal of Vacation Marketing，5(3)，238-252。
64.	Liu, A.、Leach, M.(2001)。Developing loyal customers with a value-adding salesforce: Examining customer satisfaction and the perceived credibility of consultative salespeople。Journal of Personal Selling & Sales Management，21(2)，147-156。
65.	Tomer, J.(2003)。Personal capital and emotional intelligence: An increasingly important intangible source of economic growth。Eastern Economic Journal，29(3)，453-470。
66.	Henry, J.(1994)。The service employee's pivotal role in organizational success。Journal of Services Marketing，8(4)，25-35。
67.	Sullivan, U.、Peterson, R.、Krishnam, V.(2012)。Value creation and firm sales performance: The mediating roles of strategic account management and relationship perception。Industrial Marketing Management，41(1)，166-173。
68.	Egger, A.、Ulaga, W.(2002)。Perceived value: A substitute for satisfaction in business markets?。Journal of Business and Industrial Marketing，17(2/3)，107-118。
69.	Clarke, K.(2001)。What price on loyalty when a brand switch is just a click away?。Qualitative Market Research: An International Journal，4(3)，160-168。
70.	Frazier, G. L.(1983)。Inter-organizational exchange behavior in marketing channels: A behavioral perspective。Journal of Marketing，47(3)，68-78。
71.	Boynton, P. M.(2004)。Administering, analyzing, and reporting your Questionnaire。British Medical Journal，328(7452)，1372。
72.	Kehoe, C. M.、Pitkow, J. E.(1997)。Surveying the Territory: GVU's five WWW user surveys。The World Wide Web Journal，1(3)，77-84。
73.	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。
74.	Alegre, J.、Cladera, M.(2006)。Repeat visitation in mature sun and sand holiday destinations。Journal of Travel Research，44(3)，288-297。
75.	Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing，51(2)，11-27。
76.	Anderson, James C.、Narus, James A.(1998)。Business Marketing: Understand What Customers Value。Harvard Business Review，76(6)，53-65。
77.	Alba, Joseph、Lynch, John、Weitz, Barton、Janiszewski, Chris、Lutz, Richard、Sawyer, Alan A.、Wood, Stacy(1997)。Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces。Journal of Marketing，61(3)，38-53。
78.	Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing，54(3)，68-81。
79.	Yang, Zhilin、Peterson, Robin T.(2004)。Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs。Psychology & Marketing，21(10)，799-822。
80.	Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。
81.	Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing，61(2)，35-51。
82.	Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer trust, value, and loyalty in relational exchanges。The Journal of Marketing，66(1)，15-37。
83.	Baloglu, Seyhmus、McCleary, Ken W.(1999)。A model of destination image formation。Annals of Tourism Research，26(4)，868-897。
84.	Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。
85.	Ravald, Annika、Grönroos, Christian(1996)。The value concept and relationship marketing。European Journal of Marketing，30(2)，19-30。
86.	Chang, Tung-Zong、Wildt, Albert R.(1994)。Price, product information, and purchase intention: an empirical study。Journal of the Academy of Marketing Science，22(1)，16-27。
87.	Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science，22(2)，99-113。
88.	Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。
89.	Flint, D. J.、Blocker, C. P.、Boutin, P. J. Jr.(2011)。Customer value anticipation, customer satisfaction and loyalty: An empirical examination。Industrial Marketing Management，40(2)，219-230。
90.	Walter, Achim、Müller, Thilo A.、Helfert, Gabriele、Ritter, Thomas(2003)。Functions of Industrial Supplier Relationships and Their Impact on Relationship Quality。Industrial Marketing Management，32(2)，159-169。
91.	Sheth, J. N.、Sharma, A.(1997)。Supplier relationships: emerging issues and challenges。Industrial Marketing Management，26(2)，91-100。
92.	Hoffman, Donna L.、Novak, Thomas P.、Peralta, Marcos(1999)。Building Consumer Trust Online。Communications of the Association for Computing Machinery，42(4)，80-85。
93.	Mittal, Vikas、Kamakura, Wagner A.(2001)。Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics。Journal of Marketing Research，38(1)，131-142。
94.	Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。
95.	Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing，49(4)，41-50。
96.	Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing，58(2)，1-19。
97.	Wilson, David T.(1995)。An integrated model of buyer-seller relationships。Journal of the Academy of Marketing Science，23(4)，335-345。
98.	Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。
99.	Lee, Jonathan、Lee, Janghyuk、Feick, Lawrence(2001)。The Impact of Switching Costs on the Customer Satisfaction-Loyalty Link: Mobile Phone Service in France。Journal of Service Marketing，15(1)，35-48。
100.	Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing，9(4)，5-17。
101.	Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。
102.	Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review，68(5)，105-111。
103.	Westbrook, Robert A.(1981)。Sources of Consumer Satisfaction with Retail Outlets。Journal of Retailing，57(3)，68-85。
104.	Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing，63(4_suppl 1)，33-44。
105.	Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。
106.	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。
107.	Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。
108.	Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。
109.	Archer, B.(1995)。Importance of tourism for the economy of Bermuda。Annals of Tourism Research，22(4)，918-930。
110.	Narayandas, D.(2005)。Building loyalty in business markets。Harvard Business Review，83(9)，131-139。
111.	Mittal, V.、Katrichis, J. M.(2000)。Distinctions between new and loyal customers。Marketing Research，12(1)，26-32。

會議論文
1.	Kim, R.、Voight, C.、Rummell, A.(2007)。Destinations and accommodations-how linked are they from a customer's perspective?。The 2007 Northeastern Recreation Research Symposium GTR-NRS-P-23，100-106。
2.	Hakansson, H.、Ivan, S.(1993)。The Content and Function of Business Relationships。The 9th International Conference on Industrial Marketing and Purchasing (IMP)。Bath。

圖書
1.	George, D.、Mallery, P.(2003)。SPSS For Windows Step By Step:A Simple Guide and Reference。Boston：Allyn and Bacon。
2.	Gordon, W.、Langmaid, R.(1988)。Qualitative Market Research。Gower。
3.	Futrell, C. M.(2002)。Fundamentals of Selling: Customers for Life。New York, NY：McGraw-Hill。
4.	Kotler, P.(1994)。Marketing Management。Englewood Cliffs, New Jersey：Prentice-Hall。
5.	Bryman, A.、Bell, E.(2003)。Business Research Methods。Oxford University Press。
6.	Zeithaml, V. A.、Bitner, M. J.(2000)。Services marketing: Integrating customer focus across the firm。McGraw-Hill。
7.	Tribe, J.(2015)。The Economics of Recreation, Leisure and Tourism。Routledge。
8.	Reichheld, F.、Teal, T.(1996)。The Loyalty Effect。Boston, MA：Harvard Business School Press。
9.	Dwyer, F.(1993)。Soft and hard features of interfirm relationships: An empirical study of bilateral governance in industrial distribution。Pennsylvania：Pennsylvania State University。
10.	Dwyer, F.、Tanner, J.(2002)。Business Marketing: Connecting Strategy, Relationships, and Learning。Boston：Irwin/McGraw Hill。
11.	Anderson, J.、Narus, J.(2004)。Business Market Management: Understanding Creating, and Delivering Value。Upper Saddle River, NJ：Pearson Prentice Hall。
12.	Goleman, Daniel(1995)。Emotional intelligence。Bantam Books。
13.	Heskett, J. L.、Sasser, W. E. Jr.、Schlesinger, L. A.(1997)。The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value。Free Press。
14.	Aaker, David A.、Equity, M. B.(1991)。Managing Brand Equity: Capitalizing on the Value of a Brand Name。Free Press。
15.	Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。

其他
1.	World Tourism Organization(2017)。Annual Report 2002，http://media.unwto.org/publication/unwto-annual-report-2002。
2.	World Tourism Organization(2016)。Annual Report 2016，http://media.unwto.org/publication/unwto-annual-report-2016。
3.	Accenture(2007)。U. S. Consumers increasingly going online and calling stores to research product, availability and price, accenture survey finds，http://newsroom.accenture.com/article_display.cfm?article_id=4529。
4.	Mendelsohn, T.，Johnson, C.，Meyer, S.(2006)。Understanding US cross-channel shoppers，Forrester Research。，https://www.verdegroup.com/wp-content/uploads/2012/10/The-Multi-Channel-Shopper-Market-Study.pdf。
5.	Cherniss, C.，Goleman, D.(1998)。Bringing Emotional Intelligence to the Workplace: a Technical Report，http://www.eiconsortium.org/research/technical_report.htm。

圖書論文
1.	Biong, H.、Wathne, K.、Parvatiyar, A.(1997)。Why do some companies not want to engage in partnering relationships。Relationships and networks in international markets。Oxford：Pergamon。
2.	Van Meter, K. M.(1990)。Methodological and Design Issues: Techniques for Assessing the Representatives of Snowball Samples。Collection and Interpretation of Data From Hidden Populations。

推文
推薦
引用網址
引用嵌入語法
轉寄

top

:::

相關期刊
相關論文
相關專書
相關著作
熱門點閱

1.	美髮服務業服務品質、體驗行銷與顧客滿意度之關係研究
2.	應用資料探勘技術探討奢華餐廳顧客之服務體驗與推薦對滿意度之影響--以臺灣米其林餐廳為例
3.	以消費者線上評論衡量休閒農場服務品質與顧客滿意度之研究
4.	Customers' Voluntary Behavior: Are Men from Mars and Women from Venus?
5.	日式拉麵店體驗行銷對服務品質與滿意度之研究
6.	消費者促銷知覺價值與百貨公司服務品質對顧客滿意度之影響--以南部百貨公司為例
7.	服務品質與顧客滿意度之關係--以臺中好市多為例
8.	使用盤中零股服務品質、知覺價值、顧客滿意度與行為意向之研究
9.	服務品質對顧客滿意度影響性之研究--以momo購物網站為例
10.	老人住宅滿意度之關鍵服務屬性分析
11.	命理館顧客忠誠度影響因素之研究
12.	健身俱樂部會員知覺服務品質、運動健康信念以及顧客滿意度之研究
13.	以科技接受模式及沉浸體驗理論探討消費者網路購物行為
14.	The Mediating Effect of Positive Emotions on the Relationship between Service Quality and Customer Satisfaction at Green Restaurant in Thailand
15.	以結構方程模式探討服務創新與服務品質對顧客價值與顧客滿意度之影響性研究

1.	服務品質與服務補救對顧客忠誠度影響之研究—以基隆港郵輪乘客為例
2.	台灣旅館業品牌形象、服務品質、顧客滿意度、重遊意願之研究
3.	從知覺價值觀點探討影響顧客満意度及行為意圖之因素－以星巴克咖啡為例
4.	臺灣國際觀光旅館服務品質、顧客滿意度與顧客忠誠度之關係研究─兼論顧客滿意度之中介效果
5.	五星級渡假旅館服務品質與體驗行銷對再購意願影響效果
6.	台灣B2B驗證服務產業服務品質、品牌信任、關係行銷對顧客滿意度與忠誠度影響之研究
7.	內部行銷、關係慣性與顧客滿意度之實證研究
8.	連鎖生鮮超市服務品質、顧客滿意度與顧客忠誠度之相關性研究 - 信賴感與關係慣性的干擾效果
9.	銀行服務品質與顧客滿意度之多群組比較分析－以信用合作社改制商業銀行為例
10.	值得信賴、信任、價值、滿意度與忠誠度關係之研究─以國際航空旅客為例
11.	服務品質、企業形象、顧客滿意度對顧客忠誠度關聯性之研究—以高等海事教育機構為例
12.	價值創造與知識管理

1.	探討複合式餐廳服務品質、服務補救與顧客滿意相關之研究--以臺南縣麻豆鎮為例--(2008第八屆中小企業研討會，嘉義：國立中正大學)

無相關著作

1.	臺灣交易所交易基金之報酬與風險分析
2.	Identifying Key Factors of Adopting an RFID System in Nursing Care Using DEMATEL-based ANP
3.	Combing TOC and the Replenishment Model for Optimizing Deteriorating Inventory Management: A Case Study of the Aerospace Industry
4.	行動支付高知覺風險下的免費經濟模式依然有效嗎？
5.	服務業廣告中員工行為類型對服務品質預期、廣告真實性、與品牌態度的影響
6.	The Impact of Money and Task Complexity on Consumer Co-Creation Intention
7.	Can Mood and Uncertainty Affect Consumers' Amount of Bet?
8.	人物專訪--徐重仁總裁
9.	社群網站使用者「打卡」、「分享」行為對資訊接受者購買意圖之影響
10.	虛擬代言人對廣告效果之影響：以產品類別、自我參照為干擾變數
11.	醫療財團法人如何利用法制缺失來操縱有效稅率？
12.	學習動機特質、認知有用性與ERP系統課程學業成就關係之研究
13.	導入國際財務報導準則對財務報表可比較性之影響--2010與2013版本間之比較
14.	The Effect of the Board of Directors' Banking Experience on Syndicated Loan Features
15.	Earnings Quality and Information Transfers

QR Code

臺灣人文及社會科學引文索引資料庫系統

詳目顯示

臺灣人文及社會科學引文索引資料庫