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題名:臺灣企業服務品質、知覺品質、顧客滿意度與忠誠度關聯之研究
書刊名:僑光學報
作者:紀逸倫賴珮函
作者(外文):Chi, Yi-lunLai, Pei-han
出版日期:2018
卷期:41
頁次:頁49-61
主題關鍵詞:服務品質知覺品質顧客滿意度顧客忠誠度Service qualityPerceived qualityCustomer satisfactionLoyalty
原始連結:連回原系統網址new window
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  • 點閱點閱:12
期刊論文
1.Duggirala, M.、Rajendran, C.、Anantharaman, R. N.(2008)。Provider-Perceived Dimensions of Total Quality Management in Healthcare。Benchmarking,15(6),693-722。  new window
2.Briggs, S.、Sutherland, J.、Drummond, S.(2007)。Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector。Tourism Management,28(4),1006-1019。  new window
3.Fay, C. J.(1994)。Royalities from Loyalties。Journal of Business Strategy,15(2),47-51。  new window
4.Al-hawari, M.(2008)。The Influence of Traditional Service Quality Factors on Customer Satisfaction: A Practical Study within the Context of Australian Banking。The Business Review, Cambridge,11(2),114-119。  new window
5.Chakravarty, S.、Feinberg, R.、Rhee, E.(2004)。Relationships and Individuals' Bank Switching Behavior。Journal of Economic Psychology,25(4),507-527。  new window
6.Martuinez, J. A.、Martinez, L.(2010)。Some insights on conceptualizing and measuring service quality。Journal of Retailing and Consumer Services,17(1),29-42。  new window
7.Choi, S.、Mattila, A. S.(2008)。Perceived controllability and service expectations: Influences on customer reactions following service failure。Journal of Business Research,61(1),24-30。  new window
8.Karatepe, O. M.、Yavas, U.、Babakus, E.(2005)。Measuring service quality of banks: Scale development and validation。Journal of Retailing and Consumer Services,12(5),373-383。  new window
9.Henning-Thurau, Thorsten、Langer, Markus F.、Hansen, Ursula(2001)。Modeling and managing student loyalty。Journal of Service Research,3(4),331-344。  new window
10.Holmlund, M.(2001)。The D & D Model--Dimensions and Domains of Relationship Quality Perceptions。The Service Industries Journal,21(3),13-36。  new window
11.Carrillat, F. A.、Jaramillo, F.、Mulki, J. P.(2007)。The validity of the SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research across five continents。International Journal of Service Industry Management,18(5),472-490。  new window
12.Rauyruen, Papassapa、Miller, Kenneth E.(2007)。Relationship quality as a predictor of B2B customer loyalty。Journal of Business Research,60(1),21-31。  new window
13.Panayides, P. M.(2006)。Enhancing innovation capability through relationship management and implications for performance。European Journal of Innovation Management,9(4),466-483。  new window
14.Brown, Tom J.、Churchill, Gilbert A. Jr.、Peter, J. Paul(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing,69(1),127-139。  new window
15.Clark, B. H.(2000)。Managerial Perceptions of Marketing Performance: Efficiency, Adaptability, Effectiveness and Satisfaction。Journal of Strategic Marketing,8(1),3-25。  new window
16.Anton, C.、Camarero, C.、Carrero, M.(2007)。Analysing firms' failures as determinants of consumer switching intentions: The effect of moderating factors。European Journal of Marketing,41(1/2),135-158。  new window
17.Lai, F.、Griffin, M.、Babin, B. J.(2009)。How quality, value, image, and satisfaction create loyalty at a Chinese telecom。Journal of Business Research,62(10),980-986。  new window
18.Tsuji, Y.、Bennett, G.、Zhang, J.(2007)。Consumer satisfaction with an action sports event。Sport Marketing Quarterly,16(4),199-208。  new window
19.Russell-Bennett, R.、McColl-Kennedy, J. R.、Coote, L. V.(2007)。Involvement, satisfaction, and brand loyalty in a small business services setting。Journal of Business Research,60(12),1253-1260。  new window
20.Leonidou, C. N.、Leonidou, L. C.、Talias, M. A.(2008)。Exercised Power as a Driver of Trust and Commitment in Cross-Border Industrial Buyer-Seller Relationships。Industrial Marketing Management,37(1),92-103。  new window
21.Chikara, T.、Takahashi, T.(1997)。Research of Measuring the Customer Satisfaction for Information Systems。Computers Industrial Engineering,33(3),639-642。  new window
22.Dabholkar, P. A.、Thorpe, D. I.、Rentz, J. O.(1996)。A Measure of Service Quality or Retail Stores: Scale Development & Validdtion。Journal of the cademy of Marketing Science,24(1),44-52。  new window
23.Delgado, H. D.、Aspinwall, E.(2008)。Quality Management Case Studies in the UK Construction Industry。Total Quality Management & Business Excellence,19(9),919-938。  new window
24.Forgas, S.、Moliner, M. A.、Sánchez, J.、Palau, R.(2010)。Antecedents of airline passenger loyalty: Low-cost versus traditional airlines。Journal of Air Transport Management,16(4),229-233。  new window
25.Fullerton, G.(2005)。The service quality-Ioyalty relationship in retail services: does commitment matter?。Journal of Retailing and Consumer Services,12,99-111。  new window
26.Grewal, D.、Monroe, K. B.、Krishnan, R.(1998)。The Effect of Price-Comparison Advertising on Buyers' Perception of Acquisition Value, Transaction Value, and Behavioral Intentions。Journal of Msurketing,62(2),46-59。  new window
27.Liu, C. T.、Guo, Y. M.、Lee, C. H.(2010)。The effects of relationship quality and switching barriers on customer loyalty。International Journal of Information Management,31(1),71-79。  new window
28.Me Cain, S. C.、Jang, S.、Hu, C.(2005)。Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels。Hospitality Management,24,465-472。  new window
29.Gounaris, S. P.(2005)。Trust and commitment influences on customer retention: Insights from business-to-business services。Journal of Business Research,58(2),126-140。  new window
30.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。  new window
31.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationship。Journal of Marketing,51(2),11-27。  new window
32.Kuo, Ying-Feng、Wu, Chi-Ming、Deng, Wei-Jaw(2009)。The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services。Computers in Human Behavior,25(4),887-896。  new window
33.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
34.Yuksel, Atila、Bilim, Yasin、Yuksel, Fisun(2010)。Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty。Tourism Management,31(2),274-284。  new window
35.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research,4(3),230-247。  new window
36.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
37.Yoo, Boonghee、Donthu, Naveen(2001)。Developing and Validating a Multidimensional Consumer-Based Brand Equity Scale。Journal of Business Research,52(1),1-14。  new window
圖書
1.Bonoma, T. V.、Clark, B. H.(1988)。Marketing Performance Assessment。Boston:Harvard Business School Press。  new window
 
 
 
 
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