臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：醫院關係品質之前置及調節變項之研究
作者：李怡慶 引用關係
作者(外文)：Yii-Ching Lee
校院名稱：國立中正大學
系所名稱：企業管理研究所
指導教授：何雍慶
學位類別：博士
出版日期：2014
主題關鍵詞：關係連結；專業能力；知覺醫療服務人員人格特質；感激；關係品質；Relational Bonds；Professional Competence；awareness of Health Care Provider's Personality Traits；Gratitude；Relationship Quality
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(0) 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:0
  • 點閱點閱:45
現今醫療機構面臨嚴峻且多變的經營環境，加上醫療資源相當有限的競爭環境下，有效的調整策略與戰術，提高醫病關係是重要的經營策略之一。本研究以基於社會交換理論之關係行銷為基礎，以關係行銷之關係連結觀點，探討病人與醫院雙方互動過程之關係，了解影響病人感激、醫院與病人間關係品質之相關重要因素，並論其就醫類別及醫院醫療服務人員之調節效果。
本研究採兩階段之方法，第一階段質性訪談部分，針對工作時需與病人互動頻率高且年資在十年以上之醫療服務人員34位進行結構式訪談，以釐清先前研究無法確認之變項間關係或其角色，以利進一步於第二階段之量性研究中驗證；第二階段量性研究部分，依據文獻探討中之假設及第一階段所得之結果，建構本研究之研究架構，並以台灣地區曾經至醫院就醫之民眾為研究對象，共調查769份有效樣本，以驗證本研究架構及目的。
第一階段結果顯示，醫療服務之社會性、結構性、財務性及專業能力關係連結努力，皆會加強病人與醫院間之關係，但是除了財務性連結外，其餘連結方式皆會對醫院感到感激；醫院關係連結面向應包含社會性、結構性及專業能力連結；病人知覺醫療服務人員之人格特質和其就醫類別會扮演著關係連結型態與感激間之調節角色。
第二階段結果發現，本研究之理論模式與觀察變數的配適度理想、符合SEM模式，使用相同的母群體的另一群獨立樣本進行複核效化驗證，結果其各標準迴歸係數，各測量項目可被因素所解釋之能力足夠，無需再進行修正，本研究可推論至醫院關係連結、感激及關係品質之完整整合影響模式。本研究之主要結果為，「關係連結」對於「感激」與「關係品質」皆具正向影響。關係連結經由感激而影響關係品質之路徑效果，大於關係連結至關係品質該路徑。醫院之關係連結構面為：社會性、結構性及專業能力連結，且專業能力連結對於關係連結貢獻最大，其次為結構性連結，最後則為社會性連結。關係品質中之信任貢獻效果最大，其次才是承諾及滿意度。在樣本之教育程度、年齡及職業為其控制變數下，就醫類別對於關係連結與感激間並無調節效果。關係連結中之「社會性連結」對於這家醫院之感激程度會受到知覺醫療服務人員人格特質之「嚴謹性」所調節，是為「負向」調節；而關係連結中之「專業能力連結」對於這家醫院之感激程度會受到知覺醫療服務人員人格特質之「開放性」所調節，且為「正向」調節。
對於如何提高醫院與病人間之關係？進而提升顧客忠誠或再度就醫意願，醫院經營或行銷管理當局應優先強化關係連結之運用、適時、適當採用最佳之關係連結方式，重視病人就醫服務過程、增加或提升所有病人對於感激及關係品質之正面態度，以提高民眾再度就醫之意願，有良好的醫療服務市場競爭力，永不被這市場所淘汰。
Medical institutes nowadays face severe and changing business environment. In the competitive condition with limited medical resources, how to effectively adjust strategy to enhance doctor-patient relationship is an important business strategy. The study is based on relationship marketing derived from social exchange theory. From the perspective of relational bond in relationship marketing, it will explore the process of interaction between patient and hospital to understand the relevant significant fac-tor for patient’s gratitude, and for quality of relationship between hospital and patient. It will also discuss the type of medical service and the modulate effects of health care provider in the hospital.
The study adopts two-stage method. The first stage is the part on qualitative in-terviews, which involve structured interview conducted among 34 health care provid-ers whose job requires frequent interaction with the patient, and whose working his-tory is more than 10 years. To clarify moderator variable relationship or its role, that cannot be verified by previous studies, so as to facilitate the verification in quantita-tive research for the second stage. The part on quantitative research in the second stage is based on hypothesis in literature review and result from the first stage to con-struct the framework of research for this study. The research subjects are people who had sought medical help from hospitals in Taiwan. The effective samples of survey amount to 769. They serve to verify the structure and purpose of this study.
The outcome of the first stage indicates that efforts on relational bonds in terms of social bond, structural bond, financial bond, and professional competence will all enhance relationship between patient and hospital. Except bond of financial bond, all other ways of bond result in gratitude towards hospital. Aspects of hospital relational bonds should include social bond, structural bond and professional competence bonds. The awareness of health care provider's personality traits as well as patient’s type of medical service play the modulate role between relational bonds type and gratitude.
The outcome of the second stage research discovers that theory model and obser-vation variable are ideal matches and in accord with SEM model in this study. Anoth-er group of independent sample using the same population to proceed with cross-validation verification. The outcome shows that their respective standardized regression coefficients, their respective measurements can be explained by factors. No further amendment is necessary. The study can be deduced with respect to fully inte-grated impact model among hospital relational bonds, gratitude and relationship qual-ity. The main result of this study is, "relational bonds" has positive effect on "grati-tude" and "relationship quality". Relational bonds via gratitude affects outcome of path for relationship quality, whose effects are greater than the path from relational bonds to relationship quality. The structural facades of hospital relational bonds are social bond, structural bond and professional competence bonds. Moreover, profes-sional competence bond contributes most to relational bonds. The next contributor is structural bond. The last contributor is social bond. Trust contributes most to rela-tionship quality. Commitment and satisfaction come next. As the control variables are educational background, age and profession, type of medical service has no modulate effect on relational bonds and gratitude. Degrees of gratitude towards this hospital for "social bond" of relational bonds are to be modulated by "conscientiousness" in awareness of health care provider's personality traits. It is "negative modulation". De-grees of gratitude for "professional competence bond" of relational bonds are modu-lated by "openness to experience" in awareness of health care provider's personality traits. It is "positive modulation".
How do we enhance relationship between hospital and patient? In doing so, en-hance customer loyalty and willingness to revisit. The hospital business or marketing authority should put priority on enhancing application of relational bonds, and adopt-ing the best way of relational bonds at the best time. It is important to care about pro-cess of medical service received by the patient, advance the positive attitude of the patient towards gratitude and relationship quality, so as to improve people’s willing-ness to revisit. With competitiveness in medical service market, one will never be eliminated.
Adjei, M. T., and Clark, M. N. (2010). Relationship marketing in A B2C context: The moderating role of personality traits. Journal of Retailing and Consumer Services, 17(1), 73-79.
Allport, G. W. (1937). Personality: A psychological interpretation. England: Holt.
Anderson, J. C., and Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411.
Anderson, J. C., and Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. The Journal of Marketing, 42-58.
Armstrong, G., and Kotler, P. (2002). Marketing: an introduction (5 ed.). New Jersey: Prentice Hall.
Athanasopoulou, P. (2009). Relationship quality: A critical literature reviewand research agenda. European Journal of Marketing,43(5/6). 583-610.
Avila, R. A., and Fern, E. F. (1986). The Selling Situation as a Moderator of the Personality-Sales Performance Relationship: An Empirical Investigation. The Journal of Personal Selling and Sales Management, 53-63.
Bagozzi, R. P. (1981). Evaluating structural equation models with unobservable variables and measurement error: a comment. Journal of Marketing Research, 375-381.
Bagozzi, R. P. (1995). Reflections on relationship marketing in consumer markets. Journal of the Academy of Marketing Science, 23(4), 272-277.
Bagozzi, R. P., and Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bandura, A. (1986). Social Foundations of Thought and Action: A Social Cognitive Theory Englewood Cliffs. NJ: Prentice-Hall.
Barrick, M. R., Stewart, G. L., and Piotrowski, M. (2002). Personality and job performance: Test of the mediating effects of motivation among sales representatives. Journal of Applied Psychology, 87(1), 43.
Barth, F. (1966). Models of social organization. London: Royal Anthropological Institute.
Bartlett, M. Y., Condon, P., Cruz, J., Baumann, J., and Desteno, D. (2012). Gratitude: Prompting behaviours that build relationships. Cognition and Emotion, 26(1), 2-13.
Bartlett, M. Y., and DeSteno, D. (2006). Gratitude and prosocial behavior. Psychological Science, 17(4), 319.
Belonax Jr, J. J., Newell, S. J., and Plank, R. E. (2007). The role of purchase importance on buyer perceptions of the trust and expertise components of supplier and salesperson credibility in business-to-business relationships. Journal of Personal Selling and Sales Management, 27(3), 247-258.
Bendapudi, N., andBerry, L. L. (1997). Customers' motivations for maintaining relationships with service providers. Journal of Retailing, 73(1), 15-37.
Berry, L. L. (1983). Relationship Marketing, in Emerging Perspectives on Services Marketing. Chicago: American Marketing Association.
Berry, L. L. (1995). Relationship marketing of services—growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245.
Berry, L. L., and Parasuraman, A. (1991). Marketing services. Competing through quality. New York: The Free Press.
Bettencourt, L. A. (1997). Customer voluntary performance: customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.
Bhattacharya, C., andBolton, R. N. (2000). Relationship marketing in mass markets. In S. J.N. and P. A. (Eds.), Handbook of Relationship Marketing (pp. 327~354). Thousand OaksCA: Sage.
Blau, P. M. (1964). Exchange and power in social life. New York: Wiley and Sons.
Bock, D. E., Eastman, J. K., and McKay, B. P. (2013). Exploring The Relationship Between gratitude and economic perceptions. Journal of Business and Economics Research, 11(11), 445-454.
Bollen, K. A. (1989). Structual equations with latent variables. New York: Wiley.
Bove, L., and Mitzifiris, B. (2007). Personality traits and the process of store loyalty in a transactional prone context. Journal of Services Marketing, 21(7), 507-519.
Burns, N., and Grove, S. K. (2001). The practice of nursing research conduct, critique and utilization (4 ed.). Philadelphia: WB Saunder Company.
Cattell, R. B. (1957). Personality and motivation structure and measurement. England: World Book Co.
Chenet, P., Dagger, T. S., and O'Sullivan, D. (2010). Service quality, trust, commitment and service differentiation in business relationships. Journal of Services Marketing, 24(5), 336-346.
Chisholm, M. E., and Ely, D. P. (1976). Media Personnel in Education; a Competency Approach. Englewood Cliffs,New York: Prentice-Hall.
Cram, T. (1994). The Power of Relationship Marketing: How to Keep Customer for Life. London: Pitman Publishing.
Crosby, L. A., Evans, K. R., and Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. The Journal of Marketing, 54(2), 68-81.
Cumby, J. A., and Barnes, J. (1998). How customers are made to feel: the role of affective reactions in driving customer satisfaction. Customer Relationship Management, 1(1), 54-63.
Das, K. (2009). Relationship marketing research (1994-2006): an academic literature review and classification. Marketing Intelligence and Planning, 27(3), 326-363.
Day, D. V., and Silverman, S. B. (1989). Personality and job performance: Evidence of incremental validity. Personnel Psychology, 42(1), 25-36.
Day, G. S. (2000). Managing market relationships. Journal of the Academy of Marketing Science, 28(1), 24.
De Cannière, M. H., De Pelsmacker, P., and Geuens, M. (2009). Relationship quality and the theory of planned behavior models of behavioral intentions and purchase behavior. Journal of Business Research, 62(1), 82-92.
Dewani, P. P., and Sinha, P. K. (2012). Gratitude: An Emotional Approach in Business Relationship. Research Journal of Business Management, 6(1), 1-11.
De Wulf, K., Odekerken-Schröder, G., and Iacobucci, D. (2001). Investments in consumer relationships: a cross-country and cross-industry exploration. the Journal of Marketing, 33-50.
Doney, P. M., and Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. The Journal of Marketing, 35-51.
Dunn, J. R., and Schweitzer, M. E. (2005). Feeling and believing: the influence of emotion on trust. Journal of Personality and Social Psychology, 88(5), 736.
Dwyer, F. R., and LaGace, R. R. (1986). On the nature and role of buyer-seller trust.
Dwyer, F. R., Schurr, P. H., and Oh, S. (1987). Developing buyer-seller relationships. The Journal of Marketing, 11-27.
Egan, J. (2005). 關係行銷 (方世榮, Trans.) (2 ed., p.158). 台北市: 五南圖書出版公司.
Ekici, A. and Peterson, M. (2009). The Unique Relationship Between Quality of Life and Consumer Trust in Market-Related Institutions Among Financially Constrained Consumers in a Developing Country. Journal of Public Policy and Marketing, 28(1), 56-70.
Emerson, R. M. (1981). Social Exchange Theory. In M. R. a. R. H. Turner (Ed.), Social Psychology: Sociological Perspectives (pp. 30~65). New York: Basic Books.
Emmelhainz, M. A., and Kavan, C. B. (1999). Using information as a basis for segmentation and relationship marketing: a longitudinal case study of a leading financial services firm. Journal of Market-Focused Management, 4(2), 161-177.
Emmons, R. A. (2004). Gratitude. In M. E. P. Seligman and C. Peterson (Eds.), The VIA taxonomy of human strengths and virtues (pp. 3~16,554). New York: OxfordUniversity Press.
Emmons, R. A., and Crumpler, C. A. (2000). Gratitude as a human strength: Appraising the evidence. Journal of Social and Clinical Psychology, 19(1), 56-69.
Epstein, R. M., and Hundert, E. M. (2002). Defining and assessing professional competence. JAMA: The journal of the American Medical Association, 287(2), 226-235.
Eysenck, H. J. (1967). The biological basis of personality. Springfield: Transaction Pub.
Fornell, C. and Larcker, D. F. (1981), Evaluating structural equationmodels with un-observable variables and measurement error, Journal of Marketing Research, 18(1), 39-50.
Fredrickson, B. L., Emmons, R., and McCullough, M. (2004). Gratitude, like other positive emotions, broadens and builds. In R. A. Emmons and M. E. McCullough (Eds.), The psychology of gratitude (pp. 145~166). New York: OxfordUniversity Press.
Fredrickson, B.L. (2009). What are the top 10 positive emotions? Available at:http://www.huffingtonpost.com/kari-henley/what-are-the-top-10-posit_b_203797.html (accessed 15December2013).
Fullerton, G. (2005). How commitment both enables and undermines marketing relationships. European Journal of Marketing, 39(11/12), 1372-1388.
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. TheJournal of Marketing, 1-19.
Garbarino, E., and Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. The Journal of Marketing, 70-87.
Gatewood, R. D., and Field, S. H. (1998). Human Resource Selection (4 ed.). San Francisco: Jossey-Bass.
Gerpott, T. J., Rams, W., and Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy, 25(4), 249-269.
Goldberg, L. R. (1981). Language and individual differences: The search for universals in personality lexicons. Review of Personality and Social Psychology, 2, 141-165.
Goldenson, R. M., and Goldenson, R. M. (1970). The encyclopedia of human behavior: psychology, psychiatry, and mental health. Boston: Houghton Mifflin.
Golicic, S. L., and Mentzer, J. T. (2006). An empirical examination of relationship magnitude. Journal of Business Logistics, 27(1), 81-108.
Gouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25(2), 161-178.
Gountas, J., and Gountas, S. (2007). Personality orientations, emotional states, customer satisfaction, and intention to repurchase. Journal of Business Research, 60(1), 72-75.
Gummesson, E. (1998). Implementation requires a relationship marketing paradigm. Journal of the Academy of Marketing Science, 26(3), 242-249.
Hair, J. F., Anderson, R. E., Tatham, R. L., and Black, W. C. (1998). Multivariate analysis (5 ed.): Upper Saddle River, NJ: Prentice Hall.
Hair, J. F., Anderson, R. E., Tatham, R. L., and William, C. (1998). Multivariate data analysis (4 ed.). New Jersey: Prentice-Hall Inc.
Hair, J. F., Anderson, R. E., Tatham, R. L., William, C., and Black. (1998). Multivariate data analysis (4 ed.). NJ: Prentice Hall.
Hallen, L., Johanson, J., and Seyed-Mohamed, N. (1991). Interfirm adaptation in business relationships. The Journal of Marketing, 29-37.
Han, S. L., Wilson, D. T., and Dant, S. P. (1993). Buyer-supplier relationships today. Industrial Marketing Management, 22(4), 331-338.
Hennig-Thurau, T., Langer, M. F., and Hansen, U. (2001). Modeling and managing student loyalty: An approach based on the concept of relationship quality. Journal of Service Research, 3(4), 331-344.
Hennig‐Thurau, T., and Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14(8), 737-764.
Henson, R. K. (2001). Understanding internal consistency reliability estimates: A conceptual primer on coefficient alpha. Measurement and Evaluation in Counseling and Development, 34(3), 177-189.
Herscovitch, L., and Meyer, J. P. (2002). Commitment to organizational change: Extension of a three-component model. Journal of Applied Psychology, 87(3), 474.
Heskett, J. L., Sasser, W. E., and Schlesinger, L. A. (1997). The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value. New York: Free Press.
Hill, C. J., Garner, S., and Hanna, M. E. (1989). Selection criteria for professional service providers. Journal of Services Marketing, 3(4), 61-69.
Homans, G. C. (1958). Social behavior as exchange. American Journal of Sociology, 597-606.
Hsieh, Y. C., and Hiang, S. T. (2004). A study of the impacts of service quality on relationship quality in search-experience-credence services. Total Quality Management and Business Excellence, 15(1), 43-58.
James, L. R.,Mulaik, S. A.,Brett, J. M.(1982).Causal Analysis: Models, Assumptions, and Data. Beverly Hills:Sage.
Jöreskog, K. G., and Sörbom, D. (1996). LISREL 8 user's reference guide. Chicago: Scientific Software International: Inc.
Jüttner, U., and Wehrli, H. P. (1994). Relationship marketing from a value system perspective. International Journal of Service Industry Management, 5(5), 54-73.
John, O. P. (1990). The 'Big Five' factor taxonomy: dimension of personality in the natural language and in questionnaires. In L. A. Pervin (Ed.), Handbook of Personality Theory and Research. New York: Guilford.
Johnson, J. L., and Sohi, R. S. (2001). The influence of firm predispositions on interfirm relationship formation in business markets. International Journal of Research in Marketing, 18(4), 299-318.
Jones, T. O., and Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73, 88-88.
Judge, T. A., and Cable, D. M. (1997). Applicant personality, organizational culture, and organization attraction. Personnel Psychology, 50(2), 359-394.
Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39(1), 31-36.
Kanuk, and Schiffman. (2003). Consumer Behavior (p.120). NewYork: Pearson Educational International.
Kline, R. B. (1998). Principles and Practice of Structural Equation Modeling. New York: Guilford Press.
Kopelman, L. M. (2006). What is unique about the doctor and patient medical encounter? A moral and economic perspective. The American Journal of Bioethics, 6(2), 85-88.
Kotler, P. (1992). Marketing's New Paradigm : What's Really Happening Out There. Planning Review, 51-52.
Kotler, P., and Keller, K. L. (2006). 行銷管理-Marketing Management (樓永堅and方世榮, Trans. 12 ed.). 台北: 台灣東華書局股份有限公司.
Kumar, N., Scheer, L. K., and Steenkamp, J. B. E. M. (1995). The effects of supplier fairness on vulnerable resellers. Journal of marketing research, 54-65.
Lagace, R. R., Dahlstrom, R., and Gassenheimer, J. B. (1991). The relevance of ethical salesperson behavior on relationship quality: The pharmaceutical industry. The Journal of Personal Selling and Sales Management, 39-47.
LaGaipa, J. J. (1977). Interpersonal Attraction and Social Exchange. In S. D. Duck (Ed.), Theory and Practice in Interpersonal Attraction (pp. 124~129). London: Academic Press.
Lazarus, R. S., and Lazarus, B. N. (2001). Passion and Reason-Making Sense of Our Emotion(感性與理性: 了解我們的情緒) (李素卿, Trans.) (pp. 142~144). 台北: 五南圖書出版股份有限公司.
Liljander, V., and Strandvik, T. (1995). The nature of customer relationships in services. Advances in Services Marketing and Management, 4, 141-167.
Lin, N. P., Weng, J. C. M., and Hsieh, Y. C. (2003). Relational bonds and customer's trust and commitment-A study on the moderating effects of web site usage. Service Industries Journal, 23(3), 103-124.
Münch, R. (1993). Sociological Theory: From the 1850s to the Present. Chicago: Nelson-Hall Publishers.
Marsh, H., and Hau, K. T. (1999). Confirmatory factor analysis: Strategies for small sample sizes. In R. H. Hoyle (Ed.), Statistical Strategies for Small Sample Research (pp. 251~284).
Mayer, R. C., Davis, J. H., and Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 709-734.
McCall, G. J. (1970). The Social Organization of Relationships. In G. J. M. e. al. (Ed.), Social Relationships (p.334). Chicago: Aldine Publishing Company.
McCrae, R. R., and Costa, P. T. (1987). Validation of the five-factor model of personality across instruments and observers. Journal of Personality and Social Psychology, 52(1), 81.
McCrae, R. R., and John, O. P. (1992). An introduction to the five‐factor model and its applications. Journal of Personality, 60(2), 175-215.
McCullough, M. E., Emmons, R. A., and Tsang, J. A. (2002). The grateful disposition: a conceptual and empirical topography. Journal of Personality and Social Psychology, 82(1), 112.
McCullough, M. E., Kilpatrick, S. D., Emmons, R. A., and Larson, D. B. (2001). Is gratitude a moral affect? Psychological Bulletin, 127(2), 249.
Minichiello, V., R. Aroni, E. Timewell, and L. Alexander. 1995. In-depth interviewing: Principles, techniques,analysis, 2nd ed. South Melbourne: Longman.
Moliner, M. A. (2009). Loyalty, perceived value and relationship quality in healthcare services. Journal of Service Management, 20(1), 76-97.
Moorman, C., Zaltman, G., and Deshpande, R. (1992). Relationships between providers and users of market research: the dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314-328.
Morales, A. C. (2005). Giving Firms an “E” for Effort: Consumer Responses to High‐Effort Firms. Journal of Consumer Research, 31(4), 806-812.
Morgan, R. M., and Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing, 58(3), 20-38.
Mowen, J. C., and Spears, N. (1999). Understanding compulsive buying among college students: A hierarchical approach. Journal of Consumer Psychology, 8(4), 407-430.
Norman, W. T. (1963). Toward an adequate taxonomy of personality attributes: Replicated factor structure in peer nomination personality ratings. The Journal of Abnormal and Social Psychology, 66(6), 574.
Odekerken-Schröder, G., De Wulf, K., and Schumacher, P. (2003). Strengthening outcomes of retailer–consumer relationships: the dual impact of relationship marketing tactics and consumer personality. Journal of Business Research, 56(3), 177-190.
OECD. (2013, 10/11). Total expenditure on health As a percentage of gross domestic product Retrieved 11/15, 2013, from http://www.oecd-ilibrary.org/content/table/20758480-table1
Oliver, R. L. (1999). Whence consumer loyalty? The Journal of Marketing, 33-44.
Olorunniwo, F., Hsu, M. K., and Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59-72.
Ozdemir, V.E. and Hewett, K. (2010). The Effect of Collectivism on the Importance of Relationship Quality and Service Quality for Behavioral Intentions: A Cross-National and Cross-Contextual Analysis. Journal of International Marketing, 18(1), 41-62.
Palmatier, R. W., Dant, R. P., Grewal, D., and Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: a meta-analysis. Journal of Marketing, 136-153.
Palmatier, R.W. (2008). Relationship Marketing. Marketing Science Institute, Cambridge, MA.
Palmatier, R. W., Jarvis, C. B., Bechkoff, J. R., and Kardes, F. R. (2009). The Role of Customer Gratitude in Relationship Marketing. Journal of Marketing, 73(5), 1-18.
Park, Insu, Bhatnagar, Amit, and Rao, H. Raghav. (2010). Assurance Seals, On-Line Customer Satisfaction, and Repurchase Intention. International Journal of Electronic Commerce, 14(3), 11-34.
Peltier, J. W., and Westfall, J. (2000). Dissecting the HMO-benefits managers relationship: what to measure and why. Marketing Health Services, 20(2), 4.
Pervin, L. A. (1993). Personality: Theory and Research (6 ed.). NewYork: John Wily and Sons.
Ping, R. A. (1993). The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of Retailing, 69(3), 320-352.
Prince-Paul, M. (2008). Understanding the meaning of social well-being at the end of life. Oncology Nursing Forum, 35(3), 365-371.
Raggio, R. D., and Folse, J. A. G. (2009). Gratitude works: its impact and the mediating role of affective commitment in driving positive outcomes. Journal of the Academy of Marketing Science, 37(4), 455-469.
Rao, S., and Perry, C. (2002). Thinking about relationship marketing: where are we now? Journal of Business and Industrial Marketing, 17(7), 598-614.
Rauyruen, P., and Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21-31.
Ravald, A., and Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30.
Reichheld, F. F., and Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard Business Review, 78(4), 105-113.
Ritzer, G., and Goodman, D. J. (1996). Modern sociological theory. New York: McGraw-Hill Companies.
Roberts, K., Varki, S., and Brodie, R. (2003). Measuring the quality of relationships in consumer services: an empirical study. European Journal of Marketing, 37(1/2), 169-196.
Rodríguez, C. M., and Wilson, D. T. (2002). Relationship bonding and trust as a foundation for commitment in US-Mexican strategic alliances: A structural equation modeling approach. Journal of International Marketing, 53-76.
Roloff, M. E. (1987). Communication and reciprocity within intimate relationships. In M. E. Roloff and G. R. Miller (Eds.), Interpersonal processes: New directions in communication research. NewburyPark: Sage.
Saucier, G. (1994). Mini-markers: A brief version of Goldberg's unipolar Big-Five markers. Journal of Personality Assessment, 63(3), 506-516.
Schmit, M. J., Kihm, J. A., and Robie, C. (2000). Development of a global measure of personality. Personnel Psychology, 53(1), 153-193.
Scott, R. C., and Mitchell, T. (1975). Productivity Improvement through better Management of Human Resources. Cost and Management, 49(1), 14-24.
Sheth, J. N., Mittal, B., and Newman, B. I. (1999). Customer Behaviour: Consumer Behavior and Beyond. In W. F. e. al. (Ed.). Fort Worth: The Dryden Press.
Sheth, J. N., and Parvatiyar, A. (1995). Relationship marketing in consumer markets: antecedents and consequences. Journal of the Academy of Marketing Science, 23(4), 255-271.
Sirdeshmukh, D., Singh, J., and Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. The Journal of Marketing, 15-37.
Smith, B. (1998). Buyer‐Seller Relationships: Bonds, Relationship Management, and Sex‐Type. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration, 15(1), 76-92.
Smith, J. B. (1998). Buyer–seller relationships: similarity, relationship management, and quality. Psychology and Marketing, 15(1), 3-21.
Soscia, I. (2007). Gratitude, delight, or guilt: The role of consumers' emotions in predicting postconsumption behaviors. Psychology and Marketing, 24(10), 871-894.
Thibaut, J. W., and Kelley, H. H. (1959). The social psychology of groups. New York: Wiley.
Thom, D. H. (2001). Physician behaviors that predict patient trust. Journal of Family Practice, 50(4), 323-328.
Tokman, M., Davis, L. M., and Lemon, K. N. (2007). The WOW factor: Creating value through win-back offers to reacquire lost customers. Journal of Retailing, 83(1), 47-64.
Tzokas, N., and Saren, M. (2004). Competitive advantage, knowledge and relationship marketing: where, what and how? Journal of Business and Industrial Marketing, 19(2), 124-135.
Ungson, G. R., Braunstein, D. N., and Hall, P. D. (1981). Managerial information processing: A research review. Administrative Science Quarterly, 116-134.
Van Bruggen, G. H., Kacker, M., and Nieuwlaat, C. (2005). The impact of channel function performance on buyer-seller relationships in marketing channels. International Journal of Research in Marketing, 22(2), 141-158.
Walter, A., Muller, T. A., Helfert, G., and Ritter, T. (2003). Functions of industrial supplier relationships and their impact on relationship quality. Industrial Marketing Management, 32(2), 159-169.
Waltz, C. F., Strickland, O. L., and Lenz, E. R. (1991). Measurement in nursing research (2 ed.). Philadelphia: F.A. Davis Company.
Wilson, D. T. (1995). An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science, 23(4), 335-345.
Wood, A. M., Froh, J. J., and Geraghty, A. W. A. (2010). Gratitude and well-being: A review and theoretical integration. Clinical psychology review, 30(7), 890-905.
Wray, B., Palmer, A., and Bejou, D. (1994). Using neural network analysis to evaluate buyer-seller relationships. European Journal of Marketing, 28(10), 32-48.
Wu, Z., Steward, M. D., and Hartley, J. L. (2010). Wearing many hats: Supply managers' behavioral complexity and its impact on supplier relationships. Journal of Business Research, 63(8), 817-823.
Young, L. (2006). Trust: looking forward and back. Journal of Business and Industrial Marketing, 21(7), 439-445.
Yu Kyoum, K., Smith, R., and James, J. D. (2010). The role of gratitude in sponsorship: the case of participant sports. [Article]. International Journal of Sports Marketing and Sponsorship, 12(1), 53-75.
Zeithaml, V. A., and Bitner, M. J. (2000). Services marketing: Integrating customer focus across the firm: McGraw-Hill.
Zeithaml, V. A., Bitner, M. J., and Gremler, D.D. (2003). Services Marketing: Integrating Customer Focus Across the Firm (3 ed., p.175). Boston: McGraw-Hill.
Zimbardo, P. G. (1990). Psychology and Life Adjustment. Glenview: Scott and Foresman.
方世榮，陳建成、周文瓊(2004)，買賣方關係涉入之研究，朝陽商管評論，3(1)，77-100。new window
王乃弘、黃松共(1996)，民眾對選擇醫院因素及態度之研究—以中部數家醫院為例，醫院，29，1-15。
王建雅(2009)，八向度幽默風格量表之發展暨其與自尊、人格特質、依附風格關係之探討(博士)，國立臺灣師範大學，台北市。new window
王麗菱(2000)，中學美術教師專業專門學科能力指標之研究，18，115-136。
江弘基、李蘭(2003)，管理式醫療照護下的醫病信任議題，醫學教育，7(2)，95-105。new window
池進通，李鴻文，陳芬儀(2008)，五大人格特質與工作績效關係之研究，經營管理論叢，14(2)，1-9。new window
行政院主計總處(2013)，99年人口及住宅普查健康醫療補充報告提要分析，台北：行政院主計總處。
行政院衛生署(2010, 09/15)，醫院住院須知參考範例，2012/06/18，摘自：http://www.doh.gov.tw/CHT2006/DM/DM2_p01.aspx?class_no=24andlevel_no=1anddoc_no=77167。
吳志明、朱素玥、方文昌(2006)，供應鏈關係中信任與承諾影響因素之研究-交易成本及社會交換理論觀點，資訊管理學報，13，91-118。new window
吳明隆(2003)，SPSS統計應用學習實務(p.1-23)，台北：知城數位科技股份有限公司。
吳碧珠(2009)，親暱接觸服務主客關係之研究(博士)，國立臺北大學，新北市。new window
呂佳茹、涂嘉峪(2008)，運用關係行銷及社會交換理論建構影響加盟連鎖關係之模式-以加盟總部觀點為例，明新學報，34(1)，171-193。new window
李序僧(1992)，管理心理學，台北：哈佛企管顧問公司。
李秋慧(2004)，人格特質、工作特性與工作績效之關係探討 ~以台灣高科技員工為例(碩士)，國立中央大學，桃園縣。
李淑芳、謝世榮(2009)，醫療服務品質與醫病關係品質對病人忠誠度之影響-心臟外科的實證研究，醫務管理期刊，10(3)，165~182。new window
李新民、陳密桃(2009)，大學生感恩學習介入方案成效分析：拓延建構理論假設的考驗，課程與教學，12(2)，107-134。new window
周文賢(2003)，服務業管理，台北縣：國立空中大學用書。
周蕙莉(2003)，五大人格特質、性別角色與轉換型領導關連性之研究(碩士)，私立中原大學，桃園。
林士彥、吳忠宏、陳智峰(2006)，解說員特質與服務品質之關係研究：遊客的觀點，環境教育研究，4(1)，1-30。new window
林妙雀、黃麗霞、江宜芳、曹益誠(2006)，服務人員情緒外顯對顧客情緒、顧客滿意度及顧客忠誠度影響之研究─以性別角色與人格特質為干擾變數，Paper presented at the 2006台灣科技大學管理新思維學術研討會，台北。
林依陽(2004)，國際企業之社會績效研究(碩士)，大葉大學，彰化縣。
林定蔚(2008)，教育部教學卓越獎教師人格特質與創新教學關係之研究(碩士)，國立臺北教育大學，台北市。
林建煌(2005)，國際行銷管理，台北：華泰文化事業股份有限公司。
林能白、丘宏昌(1999)，服務品質之研究-服務人員人格特質之影響分析應用與，管理學報，16(2)，175-192。new window
邱皓政(2006)，社會與行為科學的量化研究統計分析(pp. 03-14~03-15、14-02~14-23)，台北：五南圖書出版公司。
邱皓政(2008)，量化研究法(二)統計原理與分析技術(pp. 16~36)，台北：雙葉書廊。
施文玲(2006)，社會交換理論之評析，網路社會學訊期刊，53。
紀舒智(2003)，從關係行銷探討關係品質與顧客自發行為之研究(碩士)，銘傳大學，台北市。
胡幼慧1996），質性研究理論、方法及本土女性研究實例，台北：遠流。
胡政源(2007)，策略價值與關係連結對產業網路類型之影響(博士)，雲林科技大學，雲林縣。new window
孫思源(2001)，由社會交換理論探討資訊系統委外合夥關係之影響因素(博士)，國立中山大學，高雄市。new window
翁瑞宏、黃靖媛、邱柏松(2008)，醫療服務業關係品質與關係利益對顧客忠誠度的影響，中山管理評論，16(3)，543-574。new window
翁慧圓(2011)，社會福利機構專業資源網絡建構之研究(博士)，東海大學，台中市。new window
張秀霞(2005)，人格特質、團隊互動過程與創新行為之相關性研究(碩士)，朝陽科技大學企業管理系，臺中縣。
張春興(2009)，現代心理學－現代人研究自身問題的科學（重修版），台北：東華書局。new window
張翊祥(2004)，團隊成員人格特質組合對團隊效能影響之研究—以團隊互動過程為中介變項(碩士)，中原大學，桃園縣。
張凱智(2011)，建構影響社區觀光發展態度關係之模式-以社會交換理論與社區主義為基礎(博士)，國立東華大學, 花蓮縣。new window
張華葆(1992)，社會心理學理論，台北：三民。
張嘉耀(2005)，一個整合性的關係品質模式之研究(碩士)，國立高雄第一科技大學，高雄市。
許績天、韓幸紋、連賢明、羅光達(2011)，部分負擔調整對醫療利用的衝擊：以 2005年政策調整為例，臺灣公共衛生雜誌，30(4)，326-336。new window
陳細鈿、邱鈺娟(2008)，探討不同人格特質之網路購物消費者在信任、滿意度及忠誠度間之關聯性研究，國立虎尾科技大學學報，27(3)，107-124。
陳順宇(2004)，多變量分析(pp. 9-64~71)，台北：華泰。
陳順宇(2007)，結構方程模式(pp. 7-7~32)，台北：心理。
陳筱華、祝道松、徐永新(2001)，病人選擇醫院之關鍵因素及決策行為-以產科病人為例，醫務管理期刊，2(1)，77-92。new window
陳寬裕、王正華(2010)，結構方程模型分析實務-AMOS的運用，台北：五南圖書。
陳澤義(2005)，服務管理，台北：華泰文化出版。
曾光華(2007)，服務業行銷：品質提升與價值創造(pp. 166、182~186)，台北市：前程文化事業有限公司。
黃丁全(2000)，醫事法(p.353)，台北：元照出版社。
黃以文(2004)，醫病關係的建立，道雜誌，22，31-38。
黃芳銘(2007)，結構方程模式：理論與運用，台北：五南圖書。
黃俊英(2004)，多變量分析，台北：中國經濟企業研究所。
黃俊英、林震岩(1994)，SAS精析與實例，台北：華泰書局。
黃敏雄(2010)，職業基礎能力的分析(博士)，高雄師範大學，高雄市。
黃達夫(2004/10)，醫學的藝術，In 賴其萬 (Ed.)，醫學這一行 (p.292)，台北：天下遠見出版社。
楊國樞(1989)，心理學，台北：台灣商務印書館。
蔡文輝(1990)，社會學理論，台北：三民書局。
蔡文輝(1994)，社會學理論，台北：三民書局。
蔡文輝. (2002). 社會學 (5 ed.). 台北: 三民書局。
蔡建樑(2003)，個人人格特質對組織公正認知與組織公民行為關係影響之研究(碩士)，國立東華大學，花蓮縣。
蔡魯(2013)，台灣健保制度現況與前瞻，Paper presented at the 2013臺日韓全民健保研討會，台北。
管倖生(2010)，設計研究方法(三版)，台北：全華圖書股份有限公司。
衛生福利部統計處(2010)，98年全民健康保險統計(p.12)，台北：衛生福利部統計處。
衛生福利部統計處(2012)，全民健康保險就診資料分析100年度全民健康保險醫療統計年報(pp. 4~6)，台北：衛生福利部統計處。
衛生福利部統計處(2013)，民國101年醫事機構現況及醫院、護理醫療服務量統計分析，民國101年醫療機構現況及醫院醫療服務量統計分析 (p.1). 台北: 衛生福利部統計處。
蕭富峰(2009)，行銷管理，台北：智勝文化。
薛秀宜、陳利銘、洪佩圓(1996)，人格理論新紀元：人格五因素模式之測驗工具與其研究應用」，教育與發展研習資訊，23(1)，109-118。
 
 
 
 
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

臺灣人文及社會科學引文索引資料庫

目前上線人數：404（臺灣：396，外國：8） ／ 本年度總使用人次：1541412 ／ 訪客人次（自102年09月）：67335226
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上