:::

詳目顯示

回上一頁
題名:服務業顧客轉移因素之研究--以金融業員工及個人顧客觀點雙向探討
書刊名:中山管理評論
作者:鄭紹成
作者(外文):Cheng, Shao-cheng
出版日期:1997
卷期:5:4
頁次:頁879-898
主題關鍵詞:顧客轉移Customer switching
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(1) 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:48
  • 點閱點閱:13
期刊論文
1.Jodness, D.、Pitegofif, B. E.、Truly Sautter, E.(1993)。From Customer to Competitor: Consumer Cooption in the Service Sector。Journal of Service Marketing,7(3),18-25。  new window
2.Brown, Lew G.(1990)。Convenience in Service Marketing。Journal of Service Marketing,4,53-56。  new window
3.Crosby, L. A.、Stephens, N.(1987)。Effects of relationship marketing on satisfaction, retention, and price in the life insurance industry。Journal of Marketing Research,24,404-411。  new window
4.Crosby, L. A.(1991)。Expanding the role of CSM in total quality。International Journal of Service Industry Management,2(2),5-19。  new window
5.Hart, C. W. L.(1988)。The power of unconditional service guarantees。Harvard Business Review,66(4),54-62。  new window
6.Labarbera, P. A.、Mazursky, D.(1983)。A longitudinal assessment of consumer satisfaction / dissatisfaction: Dynamic aspect of the cognitive process。Journal of Marketing Research,20,393-404。  new window
7.Ericsson, K. A.、Simon, H. A.(1980)。Verbal reports as data。Psychological Review,87,215-250。  new window
8.Crosby, Lawrencw A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Service Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。  new window
9.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin,51(4),327-358。  new window
10.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。  new window
11.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
12.Latham, Gary P.、Saari, Lise M.(1984)。Do people do what they say? Further studies on the situational interview。Journal of Applied Psychology,69(4),569-573。  new window
13.Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing,69(2),193-215。  new window
14.Bitner, Mary Jo、Booms, Bernard Henry、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable and Unfavorable Incidents。Journal of Marketing,54(1),71-84。  new window
15.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。  new window
16.Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing,69(4),429-452。  new window
17.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
18.Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing,47(1),68-78。  new window
19.Singh, Jagdip(1988)。Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues。Journal of Marketing,52(1),93-107。  new window
20.Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing,69(1),61-103。  new window
21.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
學位論文
1.蔡金土(1992)。國內銀行經營成功關鍵因素之實證研究(碩士論文)。中國文化大學。  延伸查詢new window
圖書
1.謝耀龍(1993)。行銷學。台北:華泰書局。  延伸查詢new window
2.謝安田(1983)。企業研究方法。台北:謝安田。  延伸查詢new window
3.施貞仰(1995)。工業組織心理學。台北:揚智書局。  延伸查詢new window
4.方世榮(1995)。行銷管理學。台北:東華書局。  延伸查詢new window
5.Heskett, J. L.、Sasser, W. E. Jr.、Hart, C. W. L.(1990)。Service breakthroughs。New York:The Free Press。  new window
6.Berry, L. L.、Parasuraman, A.(1991)。Marketing service: competing through quality。New York, NY:The Free Press。  new window
7.羅文輝(19910000)。精確新聞報導。臺北:正中書局。new window  延伸查詢new window
圖書論文
1.Day, R. L.、Landon, E. L.(1977)。Toward a theory of consumer complaining behavior。Consumer and industrial buying behavior。Amsterdam:New York:North Holland。  new window
2.Day, Ralph L.(1980)。Research perspectives on consumer complaining behavior。Theoretical developments in marketing。Chicago:American Marketing Association。  new window
3.Nyquist, J. D.、Booms, B. H.(1987)。Measuring services values from the consumer perception。Add value to our service。Chicago:American Marketing Association。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
無相關點閱
 
QR Code
QRCODE