:::

詳目顯示

回上一頁
題名:衝動性購買刺激因素、購買傾向與消費滿意度之關係
作者:宋玉麒
作者(外文):Yu-Chi Sung
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
指導教授:謝安田
學位類別:博士
出版日期:2008
主題關鍵詞:衝動性購買刺激因素消費滿意度impulsive purchasestimulating factorsconsumer satisfaction
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(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:0
  • 點閱點閱:52
本研究問題是探討衝動性購買刺激因素對衝動性購買傾向的影響以及衝動性購買傾向與消費滿意度之關係,經由間接文獻之引用及邏輯之推理,發現彼此之關係有必要進一步釐清。
本研究是採便利抽樣方式,透過郵寄問卷(questionnaires survey)的方式,請親朋好友幫忙填寫。總共寄發了500份問卷,請消費者針對衝動性購買傾向、刺激因素及消費滿意度之看法,進行填答。總共回收405份,去除無效問卷沒填寫完成者51份,總共有效問卷為354份,回收率為70.8%。
結果本研究發現,衝動性購買刺激因素(消費傾向、情感性反應、購後罪惡感及外在環境刺激)對衝動性購買傾向有正向的影響;而衝動性購買傾向與消費滿意度之關係不顯著,但是性別對衝動性購買傾向與消費滿意度間產生干擾效果。
而有關控制變數,消費者物質主義、多樣化尋求傾向、產品重要性及消費者後悔,這些控制變數對於消費滿意度有預測解釋效果。
The study aims to explore the effect of stimulating factors of impulsive buying on tendency of impulsive buying and the relationship between impulsive buying tendency and consumer satisfaction. Through literature review and logical deduction the relationship between the aforesaid variables needs further clarification.
Samples of the study are conducted by convenient sampling, via mailing of questionnaires survey to relatives and friends. A total of 500 questionnaires were mailed to obtained consumers’ view on impulsive buying behavior and consumer satisfaction. In 405 questionnaires returned, with 51 found incomplete and invalid there are 354 valid questionnaires, consisting 70.8% of returning rate.
Results of the study found that stimulating factors of impulsive buying (consumption tendency, emotional reaction, post-purchase guilt and external environmental stimulation) have positive effect on impulsive buying tendency. The relationship between impulsive buying tendency and consumer satisfaction is, however, insignificant, but of which gender is found to have moderating effects.
As for controlling variables, such that consumer materialism, variety seeking tendency, product importance and consumer regret, all possess forecast explaining effects on consumer satisfaction.
參考文獻
一、中文部分
陳銘慧(2002),溝通策略、消費者衝動性特質、產品特質對衝動性消費行為之影響,國立台灣大學商學研究所未出版之博士論文new window
二、英文部分
Agee, T., & Martin, B. R. S. (2001). Planned or impulsed purchase? How to create effective infomercials. Journal of Advertising Research, 41, 35-42.
Applebaum, W. (1951). Studying consumer behavior in retail stores. Journal of Marketing, 16(2),172-178.
Balabanis, G. (2001). The relationship between lottery ticket and scratch-card buying behaviour, personality and other compulsive behaviours. Journal of Consumer Behaviour, 2(1),7-22.
Baron, J., Badgio, P., & Gaskins, I. W. (1986). Cognitive style and its improvement: A normative approach. In R. J. Sternberg (Ed.). Journal Advances in the Psychology of Human Intelligence, Vol. 3
Bearden, W. O., & Mason, J. (1984). An investigation of influences on consumer complaint behavior reports. Advances in Consumer Research, 11, 3-20.
Bearden, W. O., & Teel, J. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20, 21-28.
Beatty, S. E., & Ferrell, M. E. (1998). Impulse buying: Modeling its precursors. Journal of Retailing, 74 (2), 169-191.
Belk, R. (1975). Situational variable and consumer behavior. Journal of Consumer Research, 2(4), 157-164.
Belk, R. W. (1984).Three scales to measure constructs related to materialism: Reliability, validity, and relationships to measures of happiness. Advances in Consumer Research, 11(1), 291-297.
Belk, R. W. (1985). Materialism: Trait aspects of living in the material world. Journal of Consumer Research, 12(3), 265-280.
Bellenger, D. N., & Korgaonkar P. K. (1980). Profiling the recreational shopper. Journal of Retailing, 56, 77-92.
Bellenger, D. N., Robertson D. H., & Hirschman (1978). Impulse buying baries by product. Journal of Advertising Research, 18(6), 15-18.
Billieux, J., Rochat, L., Rebetez, M., & Linden, M. (2008). Are all facets of impulsivity related to self-reported compulsive buying behavior? Personality and Individual Differences, 44, 1432-1442.
Blodgeet, J. G., Wakefield, K. J. & Barnes J. H. (1989). The effects of consumer service on consumer complaining behavior. Journal of Service Marketing, 3(2), 31-42.
Blodgett, J. G., Wakefiedld, K. L., & Barnes, J. H. (1995). The effects of customer service on consumers complaining behavior. Journal of Service Marketing, 9(4), 31-42.
Cardozo, R. N. (1965). An expertimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 24(8), 244-249.
Cavallo, G. O., & Perelmuth, J. (1989). Improving the measurement of service quality. Journal of Retailing, 1, 127-139.
Churchill, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Re-search, 9(4), 419-504.
Clark, P. W., Martin, C.A., & Bush, A. J. (2001). The effect of role model influence on adolescents’ materialism and marketplace knowledge. Journal of Marketing Theory and Practice, 9(4), 27-36.
Clover, V. T. (1950). Relative importance of impulse buying in retail stores. Jounrnal of Marketing, 15(1), 66-70.
Cobb, C. J., & Hoyer, W. D. (1986). Planned versus impulse purchase behavior. Journal of Retailing, 62(4), 384-409.
Cooke, A. D., Meyvis, T. & Schwartz A. (2001). Avoiding future regret in purchase-timing decisions. Journal of Consumer Research, 27(March), 447-459.
Crawford, G., & Melewar, T. C. (2003). The importance of impulse purchasing behaviour in the international airport environment. Journal of Consumer Behaviour, 3(1), 85-98.
Cronin, J. J. Jr., Brady, M. K., Tomas, G.. & Hult, 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.
Davis, M. M., & Heineke, J. (1994). Understanding the roles of the customer and the operation for better queue management. International Journal of Operations & Production management, 14(5), 21-34.
Decenzo, D. A., & Robbins, S. P. (1994). Human resource management (4th ed.). New Jersey: Prentice-Hill.
Desatnick, R. L. (1988). Managing to keep the customer. Boston: Houghton Mifflin.
Dholakia, U. M. (2000). Temptation and resistance: An integrated model of consumer impulse formation and enactment. Psychology and Marketing, 17 (11), 955-982.
Dittmar, H. (2005). Compulsive buying-a growing concern? An examination of gender, age, and endorsement of materialistic values as predictors. Journal of Psychology, 96, 467-491.
Dittmar, H., Beattie, J., & Friese, S. (1995). Gender identity and material symbols: Objects and decision considerations in impulse purchases. Journal of Economic Psychology, 16(3), 491-511.
Dodd, C. A., Linaker, A., & Grigg, N. P.(1995). He’s gotta have it: Shopping dependence and the homosexual male clothing consumer. Journal of Consumer Behaviour, 4(5), 374-389.
Donthu, N., & Gilliland, D. (1996) Observations: The infomercial shopper. Journal of Advertising Research, 36(2),69-76.
Dowling, G.. R. (1986). Perceived risk: The concept and its measurement. Psychology and Marketing, 3(3), 193-210.
Dowling, G.. R., & Staelin, R. (1994). A model of perceived risk and intended risk-handing activity. Journal of Customer Research, 21(July),119-134.
Engle, J. F., Blackwell, R. D., & Miniard, P. W.(1984). Consumer behavior(6th ed.). New York:McGraw-Hill.
Faber, R. J., & O’Guinn T. C. (1989). A clinical screener for compulsive buying. Journal of Consumer Research, 19, 459-469.
Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach, Journal of Consumer Research,10(March), 398-409.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 55(1), 1-22.
Fornell, C., & Wernerfelt B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research. 24(4), 337-346.
Gardner, M. P., & Rook, D. W. (1988). Effects of Impulse Purchase on Consumer’ Affective States. Advances in Consumer Research, 15, 127-130.
Gilly, M. C., & Gelb, B. D. (1982). Post-purchase consumer processes and the complaining consumer. Journal of Consumer Research, 9 , 323-328.
Goodman, J. (1989). The nature of customer satisfaction. Quality Progress, (2), 37-40.
Hallowell, R., Schlesinger, L. A., & Zornitsky, J. (1996). Internal service quality, customer and job satisfaction : Linkage and implications. Human Resource Planning, 19(2), 20-31.
Hausman, A. (2000). A multi-method investigation of consumer motivations in impulse buying behavior. Journal of Consumer Marketing, 17(5), 403-419.
Hempel, D. J. (1977). Consumer satisfaction with the home buying process: Conceptualization and measurement. In H. K. Hunt (Ed.), The conceptualization of consumer satisfaction and dissatisfaction (pp. 459-460). Cambriage, Massachusetts: Marketing Science Institude.
Hempel, J. F. (1977). Consumer satisfaction with the home buying process: Conceptualization and measurement. The conceptualiza-tion of consumer satisfaction and dissatisfaction. Cambridge: Marketing Science Institute.
Hirchman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: emerging concepts, methods and proposition. Journal of Marketing, 46 (3), 92-101.
Hoch, S. J., & Loewenstein, G. F. (1991). Time-inconsistent preferences and consumer self-control. Journal of Consumer Research, 17(4), 492-507.
Howard, J. A., & Sheth, J. N. (1969). The theory of buyer behavior(2nd ed.). New York: John Wiley and Sons Inc.
Huppertz, J. W., Singney J. A., & Richard, H. E. (1978). An application of equity theory to buyer-seller exchange situations. Journal of Marketing Research, 15(5), 250-260.
Inman, J. J., & Zeelenberg, M. (2002). Regret in repeat purchase versus switching decisions: The attenuating role of decision justifiability. Journal of Consumer Research, 29(June), 116-127.
Iyer, E. S. (1989). Unplanned Purchasing: Knowledge of Shopping Environment and Time Pressure. Journal of Retailing, 65(1), 40-57.
Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267-286.
Jones, T. O., & Sasser, W. Jr. (1995). Why satisfied customers defect. Harvard Business Review, 25, 57-78.
Kaish, S. (1967). Cognitive dissonance and the classification of consumer goods. Journal of Marketing, 31, 28-31.
Kerlinger, F. N. (1986). Foundation of behavioral research(3rd ed.). Chicago: Holt, Rinehart and Winston,Inc.
Kollat, D. T., & Willett, R. P. (1967). Customer impulse purchasing behavior. Journal of Marketing Research, 4, 21-31.
Kotler, P. (1991). Marketing management (7th ed.), New Jersey: Prentice-Hall.
Kotler, P. (1997). Marketing management, analysis, implementation and using the servoual model. The Service Industries Journal, 11(3), 324-343.
Lapidus, R. S., & Schibrowsky, J. A. (1994).Aggregate complaint analysis: A procedure for developing customer service satisfaction. Journal of Services Marketing, 8(4), 50-60.
Mischel, W. (1961). Preference for delayed reinforcement and social responsibility. Journal of Abnormal and Social Psychology, 62(1), 1-7.
Mitchell, V. N. & Walsh, G. (2003). Gender differences in German consumer decision-making styles. Journal of consumer Behavior, 3(4), 331-346.
Mowen, P. S. (1980). Optimum stimulation level: Its relationship to personality,demographics,and exploratory behavior. Journal of Consumer Research, 7(3), 272-282.
Mowen, J. C. (1987). Consumer behavior. New York: Macmillan.
Muller, W. (1991). Gaining competitive advantage through customer satisfaction. European Management Journal, 24(2), 201-221.
Nunnally, J. C. (1978). Psychometric theory. New York: McGraw-Hill.
Nyer, P. U. (2000). An investigation into whether complaining can cause increased consumer satisfaction. Journal of Consumer Marketing, 17(1), 9-19.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Re-search, 17(November), 460-469.
Oliver, R. L. (1981).Measurement and evaluation of satisfaction processes in retail setting. Journal of Retailing, 57(3), 25-48.
Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgement. Journal of Consumer Research, 14(3), 495-507.
Ostrom, A. & Uacibuccim, D. (1995).Toward an understanding of consumer ambivalence. Journal of Consumer Research, 24(June), 80-92.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), 41-50.
Piron, F. (1991). Defining impulse purchasing. Advances in Consumer Research, 18, 509-514.
Prui, R. (1996). Measuring and modifying consumer impulsiveness: A cost-benefit accessibility framework. Journal of Consumer Psychology, 5(2),87-113.
Raju, P. S. (1980). Optimum stimulation level : Its relationship to personality, demographics, and exploratory behavior. Journal of Consumer Research, 7(3), 272-282.
Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105-110.
Resnik, A. J., & Harmon, R. R. (1983).Consumer complaints and managerial response: A holistic approach. Journal of Marketing, 47(4), 86-97.
Rich, G. A. (1997).The sales manager as a role model: Effects on trust, job satisfaction,and performance of salespeople. Journal of the Academy of Marketing Science,25(4), 319-328.
Richins, M. L. (1994). Special possessupns and the expression of material values. Journal of Consumer Research, 21(4), 522-533.
Richins, M. L., & Dawson, S. (1992).A consumer values orientation for materialism and its measurement: Scale development and validation. Journal of Consumer Research, 19(3), 303-316.
Rook, D. W. (1987). The buying impulse. Journal of Consumer Research, 14(3), 189-199.
Rook, D. W., & Fisher, R. J. (1995). Normative influence on impulsive buying behavior. Journal of Consumer Research, 22(4), 305-313.
Rook, D. W., & Gardner, M. P. (1993). In the mood: Impulse buying’s affective antecedents, In Arnold-Costa, Janeen and Belk, Russell (Eds.), Research in Consumer Behavior, (6, pp.1-28), Greenwich, Connectucyt: JAI press.
Rook, D. W., & Hoch, S. J. (1985). Consuming impulses. Advances in Consumer Research, 12, 23-27.
Scarborough, C. K., & Cohen, J. (2004). Unfolding consumer impulsivity: An existential-phenomenological study of consumers with attention deficit disorder. Psychology and Marketing, 21(8), 637-669.
Schlosser, S., Black, D. W., Repertinger, S., & Freet, D. (1994). Compulsive buying: Demography, phenomenology, and co-morbidity in 46 subjects. General Hospital Psychiatry, 16(3), 205-212.
Sekaran, U. (2000). Research methods for business: A skill-building Approach. New York: John Wiley & Sons.
Shim, S., & Gehrt, K. C. (1996). Hispanic and native american adolescents: An exploratory study of their approach to shopping. Journal of Retailing, 72(3), 307-324.
Shiv, B., & Fedorikhin, A. (1999). Heart and mind in conflict : The interplay of affect and cognition in consumer decision making. Journal of Consumer Research, 26(4), 307-324.
Singh, J. (1990). A typology of consumer dissatisfaction response styles. Journal of Retailing, 66(1), 57-99.
Singh, J., & Widing, R. E. (1991). What occur once consumers complaint? European Journal of Marketing, 25(5), 30-46.
Singh, J., & Wilkes R. E. (1990). When consumer complaint: A path analysis of the key antecedents of consumer complaint response estimates. Journal of The Academy of Marketing Science, 24(4), 350-365.
Solomon, M. R. (2001). Consumer behavior. New Jersey: Prentice-Hall.
Sproles, G. B., & Kendall, E. L.(1986). A methodology for profiling consumers’ decision-making styles. The Journal of Consumer Affairs, 20(2), 267-279.
Stern, H. (1962). The significance of impulse buying today. Journal of Marketing, 26(3), 59-62.
Strotz, R. H. (1956). Myopia and inconsistency in dynamic utility maximization. Review of Economic Studies, 23(3), 165-180.
Sweenty, J. C., & Soutar, G. N.(2001). Consumer perceived value:The development of a multiple item scale, Journal of Retailing, 77(3), 220-230.
Tax, S. S., Brown W. S., & Murali, C. (1997). Customer evaluation of service complaint experiences for relationship marketing. Journal of Marketing, 62(2), 60-76.
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluation of service complaint experience: Implications for relationship marketing. Journal of Marketing, 62(4), 60-77.
Taylor, K. (1997). A regret theory approach to assessing consumer satisfaction. Marketing Letters, 8(2), 229-238.
Tse, D. K., & Wilton, P. C. (1988). Model of consumer satisfaction formation: An extension. Journal of Marketing Research, 25(5), 204-212.
Valence, G., d’Astous, A., & Fortier, L. (1988). Compulsive buying: Concept and measurement. Journal of Consumer Policy, 11(Sep.), 419-433.
Valle, V., & Wallendorf, M. (1977). Consumer attributions of the cause of their product satisfaction and dissatisfaction. In R. L. Day(Ed.), Consumer Satisfaction, Dissatisfaction and Complaining Behavior, (p26-30), Bollmington, Indiana: Indiana University School of Business.
Volkov, M., Harker, D., & Harker, M. (2002). Complaint behavior: A study of the differences between complainants about advertising in Australia and the population at large. Journal of Consumer Marketing, 19, 319-332.
Weinberg, P., & Gottwald, W.(1982). Impulsive consumer buying as a result of emotions. Journal of Business Research, 10(1), 43-57.
Weiner, B., Russell, D., & Lerman, D. (1985). Affective consequenceness of causal ascription. New Directions in Attribution Research, 2, 59-90.
West, J. C. (1951). Results of two years of study into impulse buying. Journal of Marketing, 15(3), 362-363.
Westbrook, R. A. (1980). Intrapersonal affective influences on consumer satisfaction with products. Journal of Consumer Research, 7(June), 49-54.
Westbrook, R. A., & Black, W. C. (1985). A motivation-based shopper typology. Journal of Retailing, 61(1), 78-103.
Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 1(18), 84-91.
Weun, S., Jones, M. A., & Beatty, S. E. (1997). A parsimonious scale to measure impulse buying tendency. In W. M. Pride and G. T. Hult (Eds), Proceedings: Enhacing Knowledge Development in Marketing (pp.306-307), Chicago: American Marketing Associa-tion.
Weun, S., Jones, M. A., & Beatty, S. E. (1998). Development and validation of the impulse buying tendency scale. Psychological Re-ports, 82, 1123-1133.
Winston, G. C. (1980). Addiction and backsliding: A theory of compulsive consumption. Journal of Economic Behavior and Organization, 1(4), 295-324.
Wood, M. (1998). Socio-economics status, selay of gratification, and impulse buying. Journal of Economic Psychology, 19(1), 295-320.
Wood, M. (2004). Discertionary unplanned buying in consumer society. Journal of Consumer Behaviour, 4(4), 268-281.
Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L. (1983). Modeilng consumer satisfaction process using experience-based norms. Journal of Marketing Research, 20, 296-304.
Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavioral intention. Journal of Health Care Marketing, 9(4), 5-17.
Zeelenberg, M. (1999). The use of crying over apilled milk: A note on the rationality and functionality of regret. Philosophical Psychology, 12(3), 325-340.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
QR Code
QRCODE