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題名:知覺價值和售後服務對滿意度、承諾及顧客關係績效的影響--空調產業的實證結果
書刊名:北商學報
作者:林南宏吳秋蓮
作者(外文):Lin, Nan-hongWu, Chiu-lien
出版日期:2019
卷期:36
頁次:頁41-68
主題關鍵詞:知覺價值售後服務滿意度承諾顧客關係績效Perceived valueAfter-sale serviceSatisfactionCommitmentCustomer 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:46
  • 點閱點閱:51
期刊論文
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6.Verhoef, P. C.、Franses, P. H.、Hoekstra, J. C.(2001)。The Impact of Satisfaction and Payment Equity on Cross Buying: A Dynamic Model for a Multi-service Provider。Journal of Retailing,77(3),359-378。  new window
7.Hu, Hsin-Hui、Kandampully, Jay、Juwaheer, Thanika Devi(2009)。Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study。The Service Industries Journal,29(2),111-125。  new window
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10.Liljander, V.、Roos, I.(2002)。Customer Relationship Levels-from Spurious to True Relationships。The Journal of Services Marketing,16(7),593-614。  new window
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23.De Búrca, S.、Fynes, B.、Roche, E.(2004)。Evaluating Relationship Quality in Business-to-Business Context。Irish Journal of Management,25(2),61-75。  new window
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28.Harris, L. C.、Goode, M. M. H.(2010)。Online servicescapes, trust, and purchase intentions。Journal of Services Marketing,24(3),230-243。  new window
29.Bolton, R. N.、Lemon, K. N.、Verhoef, P. C.(2004)。The theoretical underpinnings of customer asset management: a Framework and propositions for future research。Journal of the Academy of Marketing Science,32(3),271-292。  new window
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31.陳冠仰、陳柏元、戴有德、巫立宇(20161200)。知覺品質、知覺價值與行為意圖關係之研究--交易成本觀點。臺大管理論叢,27(1),191-224。new window  延伸查詢new window
32.Swann, W. B. Jr.、Gill, M. J.(1997)。Confidence in person perception: Do we know what we think about our relationship partners?。Journal of Personality and Social Psychology,73(4),747-757。  new window
33.Floh, A.、Treiblmaier, H.(2006)。What keeps the e-banking customer loyal? A multigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry。Journal of Electronic Commerce Research,7(2),97-110。  new window
34.Ivens, B. S.(2004)。How relevant are different forms of relational behavior? An empirical test based on macneil's exchange framework。Journal of Business & Industrial Marketing,19(5),300-309。  new window
35.Lambert, D. M.、Sharma, A.、Levy, M.(1997)。What information can relationship marketers obtain from customer evaluations of salespeople?。Industrial Marketing Management,26(2),177-187。  new window
36.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
37.Ullah, N.、Ranjha, M. H.、Rehan, M.(2018)。The impact of after sale service and service quality on word of mouth, mediating role of customer satisfaction。Int. J. Services and Operations Management,31(4),494-512。  new window
38.Wise, R.、Baumgartner, P.(1999)。Go downstream: The new profit imperative in manufacturing。Harvard Business Review,1999(Sep./Oct.),133-141。  new window
39.Ulaga, W.、Eggert, A.(2006)。Relationship value and relationship quality: Broadening the homological network of business-to-business relationships。European Journal of Marketing,40(3/4),311-327。  new window
40.Overby, J. W.、Lee, E. J.(2006)。The effects of utilitarian and hedonic online shopping value on consumer preference and intention。Journal of Business Research,59(10/11),1160-1166。  new window
41.Molina, M. E. R.、Saura, I. G.、García, H. C.(2010)。The moderating role of age on the relationship between perceived value, retail ICT and customer loyalty。Cuadernos de Economíay Dirección de la Empresa,13(43),65-91。  new window
42.Macintosh, G.、Lockshin, L. S.(1997)。Retail relationships and store loyalty: A multilevel perspective。International Journal of Research in Marketing,14(5),487-497。  new window
43.Godlevskaja, O.、Van Iwaarden, J.、Van der Wiele, T.(2011)。Moving from product-based to service-based business strategies services categorization schemes for the automotive industry。International Journal of Quality and Reliability Management,28(1),62-94。  new window
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46.Choudhary, D.、Bhamu, J. P.、Jakhar, O. P.(2015)。An optimization model for scheduling tour of service personnel in after-sale service process with additional side conditions of responsiveness and FCFS service policy。Industrial Engineering & Management,4(2)。  new window
47.Bajs, I. P.(2015)。Tourist perceived value, relationship to satisfaction, and behavioral intentions。Journal of Travel Research,54(1),122-134。  new window
48.Asugman, G.、Johnson, J. L.、Cullough, J. M.(1997)。The role of after-sales service in international marketing。Journal of International Marketing,5(4),7-8。  new window
49.Anell, B. I.、Wilson, T. L.(2002)。Creating competitive advantage in the knowledge economy。Competitiveness Review,12(1),26-37。  new window
50.李奇勳、蘇瑞蓮(20160600)。知覺價值、知覺品質、滿意度與忠誠度之整合模式探討。管理與資訊學報,21,1-30。new window  延伸查詢new window
51.Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science,25(2),139-153。  new window
52.MacCallum, Robert Charles、Hong, Sehee(1997)。Power analysis in covariance structure modeling using GFI and AGFI。Multivariate Behavioral Research,32(2),193-210。  new window
53.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing,51(2),11-27。  new window
54.Fullerton, Gordon(2003)。When does commitment lead to loyalty?。Journal of Service Research,5(4),333-344。  new window
55.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。  new window
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57.Yang, Zhilin、Peterson, Robin T.(2004)。Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs。Psychology & Marketing,21(10),799-822。  new window
58.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。  new window
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60.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。  new window
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62.Grewal, Dhruv、Monroe, Kent B.、Krishnan, Ramayya(1998)。The Effects of Price-Comparison Advertising on Buyers' Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions。Journal of Marketing,62(2),46-59。  new window
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學位論文
1.侯文堅(2010)。售後服務品質、關係品質與顧客忠誠度關係之研究--以華碩筆記型電腦為例(碩士論文)。國立交通大學。  延伸查詢new window
2.黃建華(2007)。國產軍品售後服務品質對顧客滿意度之影響(碩士論文)。大葉大學。  延伸查詢new window
3.陳雅琴(2007)。臺灣冷氣機消費者選購評估因素之研究--以三大區域消費者為例(碩士論文)。淡江大學。  延伸查詢new window
4.李俊緯(2008)。售後服務對消費者選擇品牌影響之探討--以筆記型電腦產業為例(碩士論文)。玄奘大學。  延伸查詢new window
圖書
1.胡政源(2007)。顧客關係管理--創造顧客價值。新文京開發出版股份有限公司。  延伸查詢new window
2.Blattberg, R. C.、Getz, G.、Thomas, J. S.(2001)。Customer Equity: Building and Managing Relationships as Valuable Assets。Harvard Business School Press。  new window
3.Kotler, P.(2002)。Marketing management: Analysis, planning, implementation, and control。Prentice-Hall。  new window
4.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
5.Armstrong, Gary、Kotler, Philip(2000)。Marketing: An Introduction。Prentice Hall。  new window
6.Kline, Rex B.(2011)。Principles and Practice of Structural Equation Modeling。Guilford Press。  new window
7.Monroe, Kent B.(2003)。Pricing: making profitable decisions。McGraw-Hill。  new window
8.Schumacker, Randall E.、Lomax, Richard G.(2004)。A Beginner's Guide to Structural Equation Modeling。Lawrence Erlbaum Associates, Inc.。  new window
9.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2009)。Multivariate Data Analysis: A Global Perspective。Prentice-Hall。  new window
圖書論文
1.Monroe, Kent B.、Krishnan, R.(1985)。The effect of price on subjective product evaluation。Perceived quality: How consumers view stores and merchandise。Lexington Books。  new window
 
 
 
 
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