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題名：服務業顧客轉換因素之研究
書刊名：亞太管理評論
作者：鄭紹成／洪世雄／李正綱
作者(外文)：Shao-cheng／Hung, Shih-hsiung／Lee, Cheng-kang
出版日期：1997
卷期：2:1
頁次：頁85-98
主題關鍵詞：顧客轉換；核心服務；衍生服務；商業道德；競爭導向；Customer switching；Core service；Derivative service；Business ethics；Competition-oriented
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(3) 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:3
  • 共同引用共同引用:48
  • 點閱點閱:16
　　　　　本研究之主要題為服務業顧客轉換原因之研究，其主要研究目的係為了解台灣地 區服務業顧客轉換原因。本研究之研究方法，係採定性(qualitative)研究方法之重要事件 技術法(Critical Incident Technique)，調查方式係以開放式(open-ended)問卷，由人員 進行訪談而得到顧客轉換原因資料。調查對象為教育、休閒、設備維修三類服務產業顧客 。研究結果為：顧客轉換原因可歸納為二組八類。一、企業可控制組核心服務、衍生服務(便 利、服務態度、服務環境)、價格、商業道德。二、企業不可控制組競爭、非志願性。在管 理實務上之運用，建議服務業者要：做好核心服務、掌握衍生服務、彰顯服務價值、重視商 業道德、競導向的經營。
　　　　　This research, titled as "Customer Switching in Service Industry,"is an exploratory research which intends to look into the customer switching in service industry. The research method is Critical Incident Technique (CIT), which is executed with interview by openended questionnaire to collect data relating to customer switching. Samples are taken form customers in educational, leisure and maintenance service industries. From the study, We conclude two groups (8 factors)of reasons for customer switching:1.Internal Group (controllable)Core service, derviative service (convenience, service attitude and service surroundings), price, and business ethics. 2.External Group(uncontrollable) Competition, involuntary. The research suggests that service industry should make core service excellent, control derivative service, show service value, emphasize business ethics and orient to business competition.
期刊論文
1.Hart, C. W. L.(198807)。The power of unconditional service guarantees。Harvard Business Review，66(4)，54-62。  new window
2.Gupta, Sunil(1988)。Impact of sales promotions on when, what, and how much to buy。Journal of Marketing Research，25，342-355。  new window
3.Folkes, Valerie S.、Kotsos, Barbara(1986)。Buyers' and Sellers' Explanations for Product Failure: Who Done It?。Journal of Marketing，50，74-80。  new window
4.Taylor, S.(1994)。Waiting for Service: The Relationship Between Delays and Evaluations of Service。Journal of Marketing，58，56-69。  new window
5.Labarbera, Priscilla A.、Mazursky, David(198311)。A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process。Journal of Marketing Research，20，393-404。  new window
6.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
7.Gotlieb, Jerry B.、Gwinner, Robert F.、Schlacter, John L.、St. Louis, Robert D.(1987)。Explaining Consumers, Reactions to Price Changes in Service Industries。Journal of Professional Service Marketing，3(1/2)，19-32。  new window
8.Hunt, Shelby D.、Vasquez-Parraga, Arturo(1993)。Organizational Consequences, Marketing Ethics, and Sales force Supervision。Journal of Marketing Research，30，78-90。  new window
9.Ronan, William W.、Latham, Gary P.(1974)。The Reliability and Validity of the Critical Incident Technique: A Closer Look。Studies in Personnel Psychology，6(1)，53-64。  new window
10.Crosby, Lawrence A.、Stephens, Nancy、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Service Selling: An Interpersonal Influence Perspective。Journal of Marketing，54(3)，68-81。  new window
11.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin，51(4)，327-358。  new window
12.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
13.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
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.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。  new window
16.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
17.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
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.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, A.(1993)。The Nature and Determinants of Customer Expectations of Service。Journal of the Academy of Marketing Science，21(1)，1-12。  new window
21.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
22.Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing，56(2)，57-71。  new window
23.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
24.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
25.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。  new window
26.Weerahandi, Samaradasa、Moitra, Soumyo(1995)。Using Survey Data to Predict Adoption and Switching for Services。Journal of Marketing Research，32，85-96。  new window
27.Bunn, Michele D.(1993)。Taxonomy of Buying Decision Approaches。Journal of Marketing，57(1)，38-57。  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.方世榮(1995)。行銷管理學。臺北市：東華書局。  延伸查詢new window
3.Berry, Leonard L.、Parasuraman, A.(1991)。Marketing services: Competing through quality。The Free Press。  new window
4.施貞仰(1994)。工業組織心理學。台北：揚智書局。  延伸查詢new window
5.謝安田(1993)。企業研究方法。臺北：謝安田。  延伸查詢new window
6.羅文輝(19910000)。精確新聞報導。臺北：正中書局。new window  延伸查詢new window
其他
1.張海琳(19950102)。我服務業產値比重向先進國看齊。  延伸查詢new window
圖書論文
1.Day, Ralph L.(1980)。Research perspectives on consumer complaining behavior。Theoretical developments in marketing。Chicago：American Marketing Association。  new window
2.Day, Ralph L.、Landon, E. Laird(1977)。Toward A Theory of Consumer Complaining Behaviour。Consumer and Industrial Buying Behavior。New York：Amsterdam：North Holland。  new window
3.Nyquist, Jody D.、Booms, Bernard H.(1987)。Measuring Services Values From the Consumer Perceptive。Add Value to our Service。Chicago：American Marketing Association。  new window
 
 
 
 
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