:::

詳目顯示

回上一頁
題名:服務場景、體驗價值、關係品質與關係行銷產出關係之研究
作者:蕭苑瑜
作者(外文):Uan-U Hsiao
校院名稱:國立嘉義大學
系所名稱:企業管理學系
指導教授:李鴻文
學位類別:博士
出版日期:2016
主題關鍵詞:服務場景體驗價值關係品質關係行銷產出ServicescapeExperiential valueRelationship qualityRelationship marketing
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:1
本文結合Bitner (1992)所提的服務場景與Berry (1983)所提的關係行銷概念,並以體驗價值連結兩概念之間的關係,據此建立一新模型,藉以檢驗豪華飯店業的服務場景、體驗價值、關係品質與關係行銷產出之間的關係。本研究蒐集到390份有效樣本,以結構方程模式檢驗此新模型的適配度和相關假說,獲致以下結論:(1)本文提出的結合服務場景、體驗價值、關係品質與關係行銷產出的新模型與實證資料有不錯的配適;(2)證明了以下三條路徑的存在:“服務場景→體驗價值→關係品質→關係行銷產出”、“服務場景→體驗價值→關係行銷產出”和“服務場景→關係品質→關係行銷產出”;(3)服務場景必須透過體驗價值或關係品質為中介,才能影響關係行銷產出。最後,提出了學術與管理意涵。
Combining the concepts of servicescape proposed by Bitner (1992) and relationship marketing proposed by Berry (1983) and adopting experiential value as the connection between two concepts, this study attempts to build a new model to examine the relationships among servicescape, experiential value, relationship quality, and relationship marketing outcomes in the context of luxury hotel. 390 valid questionnaires are collected and a structural equation modeling (SEM) approach is employed to examine the proposed model and the associated hypotheses. This study has the following conclusions: (1) The new model fits the empirical data well. (2) The results confirm the existence of the following paths: “servicescape-experiential value-relationship quality-relationship marketing outcomes”, “servicescape- experiential value-relationship marketing outcomes”, and “servicescape-relationship quality-relationship marketing outcomes”. (3) Servicescape is found to have an indirect rather than a direct effect on relationship marketing outcomes as mediated by experiential value or relationship quality. Finally, both academic and managerial implications are thus proposed.
中文文獻
王昭正、黃章震、林宗賢與劉以德(譯) (2007)。休閒遊憩專業字典(初版)。(原著: Stephen L. J. Smith)。台北市:品度出版社
吳宏文 (2006)。關係利益、關係品質與關係產出整合模型之研究-不同服務業種類之驗證 (碩士論文)。嘉義大學,行銷與流通管理研究所。new window
李伯黍等(譯) (2003)。心理學辭典。(原著:Reber, Arthur S.)。台北:五南圖書。
李佳蓉 (2011)。泳渡日月潭參與者體驗行銷與體驗價值之研究。兩岸運動觀光產業暨體育發展學術研討會論文集,137-149。
李城忠、陳益壯 (2005)。運動服務業關係品質對顧客忠誠度影響之探討-台中YMCA游泳俱樂部之實證研究。人文暨社會科學期刊,1(1),91-108。new window
周雅燕、張華珊 (2006)。探討民宿產業顧客關係品質前置因素之研究-以墾丁民宿為例。2006數位教學暨資訊實務研討會。台南:南台科技大學管理學院資訊管理系。
武維邦、楊慧伶、梁雅婷(2008)。民宿經營特性對顧客價值、關係品質之影響。2008旅遊、休閒、健康新趨勢學術研討會。台北:國立台北護理學院旅遊健康研究所。
陳寬裕、楊明青、林永森、李謀監(2011)。觀光工廠服務場景、解說服務品質與遊客行為意圖關係之研究。戶外遊憩研究,24(4),1-28。new window
陳寬裕、王正華(2013)。結構方程模型分析實務—AMOS的運用。台北:五南圖書出版公司。
項退結(譯)(1989)。西洋哲學辭典。台北:翰林出版社。
戴湘涒 (2000)。影響表演藝術消費體驗之因素及評估準則(碩士論文)。國立政治大學企業管理研究所。
薛榮棠、薛昭義(2007) 。服務體驗對關係品質影響之研究—以台灣地區觀光飯店為例。2007 健康與管理學術研討會。新竹市:元培科技大學。
關復勇、楊亞琦、鄭尹惠(2005)。知覺品質與網路口碑溝通間關係之研究--以顧客承諾為中介角色之分析。行銷評論,2(2),149-170。new window
廖珮彣、林陽助(2015) 。體驗行銷、體驗價值與顧客忠誠度關係之研究─以薰衣草森林為例。第 18 屆科際整合管理研討會,79-93

英文文獻
Alderson, W. (1957). Marketing Behavior and Executive Action. Homewook, IL:Richard D. Irwin, Inc.
Alias, Z., Roslin, R. M., & Kasuma, J. (2014). The Mediating Role of Experiential Values on Servicescape Strategies and Loyalty Intention of Department Store Customers in Malaysia. The International Conference of Asian Marketing Association (ICAMA), Seoul, Korea.
Anderson, E. W. (1998). Customer Satisfaction and Word of Mouth. Journal of Service Research,1 (1), 5-17.new window
Andrews, R .N. L., & Waites, M. J. (1978). Environmental Values in Public Decisions: A Research Agenda Michigan University Press, Ann Arbor.
Arndt, J. (1967). Role of Product-Related Conversations in the Diffusion of a New Product. Journal of Marketing Research, 4 (3), 291-295.
Athanasopoulou, P. (2008). Antecedents and consequences of relationship quality in athletic services. Managing Service Quality, 18(5), 479-495.
Athanassopoulos, A. D. (2000). Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research, 47 (3), 191-207.
Babin, B. J., & Attaway, J. S. (2000). Atmospheric Affect as a Tool for Creating Value and Gaining Share of Customer. Journal of Business Research, 49(2), 91-99.
Babin, B. J., Darden, W. R. & Griffin, M. (1994). Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of Consumer Research 20(4), 644–656.
Baker, J. (1987). The role of the environment in marketing services: The consumer perspective. In J. Czepiel, C. Congram & J. Shanahan (Eds.). The services challenge: Integrating for competitive advantage. Chicago: American Marketing Association, 79-84.
Baker, J., & Cameron, M. (1996). The effects of the service environmental on affect and consumer perceptions of waiting time: an integrative review and research proposition. Journal of the Academy of Marketing Science, 24(4), 338-349.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328-339.
Baker, J., Berry, L., & Parasuraman, A. (1988). The marketing impact of branch facility design. Journal of Retail Banking 10(2), 33-42.
Baker, J., Levy, M., & Grewal, D. (1992). An experimental approach to making retail store environmental decisions. Journal of Retailing, 68(4), 445-460.
Baker, T. L.,Simpson, P. M., & Siguaw, J. A. (1999). The Impact of Suppliers’ Perceptions of Reseller Market Orientation on Key Relationship Constructs. Journal of the Academy of Marketing Science, 27 (1), 50-57.new window
Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B.(2002). The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intention. Journal of Marketing, 66(2), 120-141
Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
Bayus, B. L. (1985). Word of mouth: The indirect effects of marketing efforts. Journal of Advertising Research, 25(3), 31-39.
Beatty, S. E., Kahle, L. R. & Homer, P. (1988). The involvement-commitment model: theory and implications. Journal of Business Research, 16(2), 149-167.
Bejou, D., Wray, B., & Ingram, T.N. (1996). Determinants of relationship quality: an artificial neural network analysis. Journal of Business Research, 36, 137-43.
Berry, L., & Parasuraman, A. (1991). Marketing Services. N.Y.: The Free Press.
Berry, L. L. (1983). Relationship marketing. In L. L. Berry, G. L. Shostack & G. D. Upah (Eds.), Emerging perspective of services marketing. Chicago, IL : American Marketing Association, 25-28.
Berry, L., Shankar, V., Parish, J., Cadwallader, S., & Dotzel, T. (2006). Creating new markets through service innovation. MIT Sloan Management Review, 47(2), 56–63.
Bhote, K. R.(1996). Beyond customer satisfaction to customer loyalty: The key to profitability. New York:American Management Association.
Bitner, M. J. (1986). Consumer responses to the physical environment in service settings. Creativity in Services Marketing , 89-93. Chicago: American Marketing Association.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing 54(2), 69-82.
Bloemer, J., & Odekerken-Schröder, G. J. (2003). Antecedents and consequences of affective commitment. Australasian Marketing Journal 11(3), 33-43.
Boles, J.S., Johnson, J.T. & Barksdale, H.C. Jr (2000). How salespeople build quality relationships: a replication and extension. Journal of Business Research, 48, 75-81.
Bone,P.F. (1992). Determinants of Word-of-Mouth Communications during Product Consumption. Advances in Consumer Research, 19(1), 579-583.new window
Booms, B., & Bitner, M. (1982). Marketing services by managing the environment. Cornell Hotel and Restaurant Administration Quarterly, 23(1), 35-40.new window
Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. The Journal of Marketing, 65(3), 34-49.
Brown, T. C. (1984). The Concept of Value in Resource Allocation. Land Economics, 60, 231-246.
Brüggen, E. C., Foubert, B., & Gremler, D. (2009). The longitudinal effects of a servicescape makeover. The Service Conference, Wolfsburg, Germany.
Buttle, F. B. (1997). Exploring Relationship Quality. Academy of Marketing Conference, Manchester, UK.
Cadotte, E. E., Woodruff, R. B. & Jenkins, R. L. (1987). Expectations and Norms in Models of Consumer satisfaction. Journal of Marketing Research, 24 (3), 305-314.
Carbone, L., & Haeckel,S. (1994). Engineering customer experiences. Marketing Management, 3(3), 8-19.
Carbon, L. (2004). How to Keep Customers Coming Back Again and Again, NJ:The Free Press
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2, 244–249.
Casalo, L.V., Flavian,C., & Guinaliu,M. (2010). Relationship quality, community promotion and brand loyalty in virtual communities: Evidence from free software communities. Internaitonal Journal of Information Management, 30(4),357-367
Cater, T., & Cater, B. (2010). Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships. Industrial Marketing Management, 39(8),1321-1333
Cheng, J-H., Chen, F-Y., & Chang, Y-H. (2008). Airline relationship quality: an examination of Taiwanese passengers. Tourism Management, 29 (3), 487-99.
Chiou, J. S., Droge, C., & Hanvanich, S. (2002). Does customer knowledge affect how loyalty is formed?. Journal of Service Research, 5(2), 113-124
Chou, P. F., & Wang, Y. C. (2013). Examining the loyalty from the Air Passengers’ Perception-The Moderating Effects of Brand Image. Journal of Aeronautics, Astronautics and Aviation, Series A, 45(2), 117-120
Churchill, G. A., & Suprenant, C. (1982). An investigation into determinants of customersatisfaction. Journal of Marketing Research, 19, 491-504.
Cronin Jr, J. J. (2003). Looking back to see forward in services marketing: Some ideas to consider. Managing Service Quality, 13(5), 332–337.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. 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.
Crosby, L. A., Evans, K. A., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of marketing, 54(3), 68-81.
Dabholkar, P. A. (1994). Incorporating choice into an attitudinal framework: analyzing models of mental comparison processes. Journal of Consumer Research 21(1), 100-118.new window
Day H. I. (1981). Play, a Ludic Besthetics. New York and London: Plenum Press.
Day, George S. (1971). Attitude change media and word of mouth. Journal of Advertising Research, 11(6), 31-40.
De Wulf, K., Odekerken-Schro¨der, G., & Iacobucci, D. (2001), Investments in consumer relationships: a cross-country and cross-industry exploration. Journal of Marketing,65(4), 33-50.
Derbaix, C., & Vanhamme, J. (2003). Inducing Word-of- Mouth by Eliciting Surprise--A Pilot Investigation. Journal of Economic Psychology Volume, 24(1), 99-116.new window
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual Framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Dodds, W. B., & Monroe, K. B. (1985). The effect of brand and price information on subjective product evaluations. Advances in Consumer Research, 12(1), 85-90.new window
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307-319.
Doney, P. M. & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61, 35-51.
Dorsch, M. J., Swanson, S. R., & Kelley, S. W. (1998). The Role of Relationship Quality in the Stratification of Vendor as Perceived by Customers. Journal of Academy of Marketing Science, 26 (2), 128-142.
Drengner, J., Jahn, S., & Gaus, H. (2012). Creating Loyalty in Collective Hedonic Services: The Role of Satisfaction and Psychological Sense of Community. Schmalenbach Business Review, 64(1), 59-76.new window
Duhan, D. F., Scott, D. J., James, B. W., & Gilbert, D. H. (1997). Influences on Consumer Use of Word-of-Mouth Recommendation Sources. Journal of the Academy of Marketing Science, 25( 4), 283-295.
Duman, T., & Mattila, A. S. (2005). The role on affective factors on perceived cruise vacation value. Tourism Management, 26(3), 311-323.
Dwyer, F. R., & Oh, S. (1987). Output sector munificence effects on the internal political economy of marketing channels. Journal of Marketing Research, 24(4), 347-358.
Dwyer, S., Orlando, R., & Shepherd, C.D. (1998). An exploratory study of gender and age matching in the salesperson-prospective customer dyad: testing similarity-performance predictions. Journal of Personal Selling and Sales Management, 18 (4), 55-69.
Egan. J. (2004). Relationship Marketing: Exploring relational strategies in marketing, 2nd ed. London: Prentice Hall
Fernandes, T., & Neves, S. (2014). The role of servicescape as a driver of customer value in experience-centric service organizations: The Dragon Football Stadium case. Journal of Strategic Marketing, 22(6), 548-560.
File, K. M., Judd, B. B., & Prince, R. A. (1992). Interactive Marketing: The Influence of Participation on Word-of-Mouth and Referrals. Journal of Service Marketing, 6(1), 5-14.new window
Fishbein, M. & Ajzen, I. (1975). Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. Reading, MA: Addison-Wesley.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(3), 39-50.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7-18.
Frow, P., & Payne, A. (2007). Special issue papers: Towards the perfect customer experience. Brand Management,15(2), 89-101.
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing 58(2), 1-19.
Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000). Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers. Journal of Marketing, 64 (3), 65-87.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Gerpott, T. J., Rams, W. & Schindler, A. (2000). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy,25 (4), 249-269.
Gilly, M. C., Graham, J. L., Wolfinbarger, M. F. & Yale, L. J. (1998). A Dyadic Study of Interpersonal Information Search. Journal of the Academy of Marketing Science, 25, 83-100.
Gobe, M. (2001). Emotional Branding: The New Paradigm For Connecting Brands to People. Big Apple Tuttle-Mori Agency, Inc.
Grayson, R. A. S., & McNeill, L. S. (2009). Using atmospheric elements in service retailing: understanding the bar environment. Journal of Services Marketing, 23(7), 517-527.
Gremler, D. D., & Gwinner, K. P. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3(1), 82-104.new window
Grove, S. J., Fisk, R. P., & Dorsch, M. J. (1998). Assessing the theatrical components of the service encounter: A cluster analysis examination. Service Industries Journal, 18(3), 116-134.
Gummesson, E. (1987). The new marketing—developing long-term interactive relationships. Long Range Planning, 20(4), 10-20.
Gwinner, K. P., Gremler, D. D & Bitner, M. J. (1998). Relational benefits in services industries: the customer’s perspective. Journal of the Academy of Marketing Science 26(2), 101-114.
Ha, J. & Jang, S. C. (2009). Perceived Justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management, 28(3),319-327
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate Data Analysis. New York: Prentice-Hall.
Harris, L., & Ezeh, C. (2008). Servicescape and loyalty intentions: An empirical investigation. European Journal of Marketing, 42(3/4), 390-422.
Hennig-Thurau &and Alexander Klee (1997). The Impact of Customer Satisfaction and Relationship Quality on Customer Retention—A Critical Reassessment and Model Development. Psychology & Marketing, 14, 737-65.
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4(3), 230-247.
Herr, P. M., Kardes, F. R. & Kim, J. (1991). Effects of word-of-mouth and product-attribute information on persuasion: An accessibility-diagnosticity perspective. Journal of Consumer Research, 17(4), 454-462.
Heskett, L. J., Sasser, W. E. Jr., & Schlesinger,A. L. (1997). The Service Profit Chain. New York: Free Press.
Hightower, R., Brady, M. K., & Baker, T. L. (2002). Investigating the role of the physical environment in hedonic service consumption: An exploratory study of sporting events. Journal of Business Research. 55(9), 697-707.
Hoffman, K., & Turley, L. (2002). Atmospherics, service encounters and consumer decision making: An integrative perspective. Journal of Marketing Theory and Practice, 10(3), 33–47.
Holbrook,M. B., & Corfman, K. P. (1985). Quality and value in the consumption experience: Phaedrus rides again. In J. Jacoby & J. C. Olson (Eds.), Perceived quality: How consumers view stores and merchandise, 31–57. Lexington, MA: Lexington Books.
Holbrook, M. B. (1994). The nature of customer value: an axiology of services in the
consumption experience. Service quality: New directions in theory and practice, 21,
21-71.
Hooper, D., Coughlan, J., & Mullen, M. R. (2013). The servicescape as an antecedent to service quality and behavioral intentions. Journal of Services Marketing, 27(4), 271-280.
Howard, J. A., & Sheth, J. N. (1969). The Theory of Buyer Behavior. New York: John Wiley and Sons Inc.
Hu, L., & Bentler P. M., (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives, Structural Equation Modeling, 6(1), 1-55.new window
Huizinga, J. (1955). Homo ludens: A study of the play element in culture. Boston, MA: The Beacon Press.
Hyun, S. S. (2010). Predictors of Relationship Quality and Loytalty in the Chain Restuaurant Industry. Cornell Hospitality Quarterly,51(2),251-267
Ingrid, F. (2004). An index method for measurement of customer satisfaction, The TQM Magazine, 1 (3), 57-66.new window
Ingrid, Y. L. (2004a). Evaluating a servicescapes: The effect of cognition and emotion. International Journal of Hospitality Management, 23(2), 163-178.
Newman, J. W., & Werbel, R. A. (1973). Multivariate analysis of brand loyalty for major household appliances. Journal of Marketing Research, 10, 404-409.
Jacoby, J. & Kyner, D. B. (1973). Brand Loyalty vs. Repeat Purchasing Behavior. Journal of Marketing Research, 10 (1), 1-9.new window
Jacoby, J., & Chestnut, R. (1978). Brand Loyalty Measurement and Management. New York, NY: Wiley.
Javalgi, R., & Moberg, C. (1997). Service loyalty: implications for service providers. Journal of ServicesMarketing, 11(3).
John R. Kelly (1987). Freedom to Be: A New Sociology of Leisure. New York, Macmill an,49.
Johnson, L., Mayer, K. J., & Champaner, E. (2012). Casino atmospherics from a customer's perspective: A re-examination. UNLV Gaming Research and Review Journal, 8(2), 1-10.
Johnston, R. (2000). Linking complaint management to profit. International Journal of Service Industry Management, 12 (1), 60-69.new window
Jones, T. O. & Sasser, W. E. (1995). Why satisfied consumers defect. Harvard Business Review, 73 (6), 88-100.
Joy, Annamma, & John Sherry. (2003). Speaking of art as embodied imaginations: A multisensoryapproach to understanding aesthetic experience. Journal of Consumer Research,30,259-82.
Jung, H.S., & Yoon, H. H. (2010). The effects of servicescapes in Korean restaurants on customers' experiential value, pleasure feeling and customer satisfaction. Journal of the Korean Society of Food Culture, 25(1), 36-46.new window
Kashyap, R., & Bojanic, D. C. (2000). A structural analysis of value, quality, and price perceptions of business and leisure travelers. Journal of Travel Research, 39(1), 45-51.new window
Katz E., & Lazarsfeld P. (1964). Personal influence: The part played by people in the flow of mass communication. New York: New York Press.
Keaveney, S. M. (1995). Customer switching behavior in service industries: an exploratory study. Journal of Marketing, 59(2), 71-82.
Kelley, S. & Davis, M. A. (1994). Antecedents to Customer Expectations for Service Recovery. Joumat of the Academy of Marketing Science 22(1), 52-61.new window
Kim, W.G., Lee, Y-K., & Yoo, Y-J. (2006). Predictors of relationship quality and relationship outcomes in luxury restaurants. Journal of Hospitality & Tourism Research, 3(2), 143-69.
Kim, Y. S. (2009). Business vs. leisure travelers: their responses to negative word-of-mouth. Journal of American Academy of Business, 15(1), 70-76.new window
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research, 38(3), 260-269.
Kumar, N., Scheer, L.K., & Steenkamp, J.E. (1995). The effects of supplier fairness on vulnerable resellers. Journal of Marketing Research, 32(1), 5-65.new window
Lagace, R. R., Dahlstrom, R. & Gassenheimer, J. B. (1991). The relevance of ethical salesperson behavior on relationship quality: the pharmaceutical industry. Journal of Personal Selling & Sales Management, 4, 39-47.
Lam, L. W., Chan, K. W., Fong, D., & Lo, F. (2011). Does the look matter? The impact of casino servicescape on gaming customer satisfaction, intention to revisit, and desire to stay. International Journal of Hospitality Management, 30(3), 558-567.
Lavidge, R. J. & G. A. Steiner. (1961). A model for predictive measurements of advertising effectiveness. Journal of Marketing, 25(4), 59 -62.
Lee, M. & Cunningham, L. F. A. (2001). Cost / Benefit Approach to Understanding Service Loyalty. Journal of Services Marketing, 15(2),113-130.
Levitt, T. (1960). Marketing Myopia. Harvard Business Review, 38, 42-56.
Liang, T. P., Ho, Y. T., Li, Y.W. & Turban, E.(2011). What Drives Social Commerce: The Role of Social Support and Relationship Qualilty. International Journal of Electronic Commerce 16(2),69-90
Lin, C.P. & Ding, C.G. (2006). Evaluating group differences in gender during the formation of relationship quality and loyalty in ISP service. Journal of Organizational and End User Computing, 18(2), 38-62.
Lin, I. Y. (2004). Evaluating a servicescape: The effect of cognition and emotion. International Journal of Hospitality Management, 23(2), 163-178.
Lin, M.-Q., & Chiang, Y.-F. (2010). The influence of store environment on perceived experiential value and behavior intention. Asia Pacific Management Review,15(2), 281-299.
Liu, C. T., Guo, Y.M, & Lee, C. H.(2011). The effects of relationship quality and switching barriers on customer loaylty. International Journal of Information Management,31(1), 71-79new window
Lovelock C. H. (2001). Services Marketing. Upper Saddle River: Prentice Hall International.
MacIntosh, G. (2007). Customer orientation, relationship quality, and relational benefits to the firm. Journal of Services Marketing, 21( 3), 150-159.
Martín-Ruiz, D., Barroso-Castro, C., & Rosa-Díaz, I. M. (2012). Creating customer value through service experiences: An empirical study in the hotel industry. Tourism and Hospitality Management, 18(1), 37-53.new window
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of retailing, 77(1), 39-56.new window
Mehrdad G. C. (2010). Customer loyalty and value key dimensions interaction in organization. China-USA Business Review, 9(8),8-14.
Menzel-Baker, S., Holland, J., & Kaufman-Scarborough, C. (2007). How consumers with disabilities perceive "welcome" in retail servicescapes: A critical incident study. Journal of Services Marketing, 21(3), 160-173.
Miles, P., Miles, G., & Cannon, A. (2012). Linking servicescape to customer satisfaction: exploring the role of competitive strategy. International Journal of Operations & Production Management, 32(7), 772-795.
Mohr, J. &Spekman, R. (1994). Characteristics of partnership success: partnership attributes, communication behavior, and conflict resolution techniques. Strategic Management Journal, 15(2), 135-152.
Moliner, A. M., Sánchez, J., Rodríguez, M. R., & Callarisa, L. (2007). Relationship quality with a travel agency: The influence of the postpurchase perceived value of a tourism package. Tourism and Hospitality Research, 7(3/4), 194-211.
Moliner, A.M. (2009). Loyalty, perceived value and relationship quality in healthcare services. Journal of Service Management, 20(1),76-97new window
Money, R. B. (2004). Word-of-mouth promotion and switching behavior in Japanese and American business-to-business service clients. Journal of Business Research, 57, 297-305.
Monroe, K. B., & Chapman, J. D. (1987). Framing effects on buyers’ subjective evaluations. Advances in Consumer Research, 14(1), 193-197.new window
Monroe, K. B. (1990). Pricing: Making profitable decisions: McGraw-Hill New York.
Moorman, C., Zaltman, G. & Deshpandé, 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.
Moorman, C., Deshpandé, R. & Zaltman, R. (1993). Factors affecting trust in market research relationships. Journal of Marketing , 57(1), 81-101.new window
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Mowen,J.C. (1987). Consumer Behavior, New York: Macmillan Publishing.
Musriha, M. (2012). Effect of servicescape and employee communication quality on customer loyalty of Mandiri bank in Surabaya. Academic Research International, 2(1),229-240.new window
Namkung, Y., Jang, S., & Choi, S. (2011). Customer complaints in restaurants: do they differ by service stages and loyalty levels? International Journal of Hospitality Management, 30(3), 495-502.
Norris, R. T.(1941). The Theory of Consumer’s Demand, New Haven, CT: Yale University Press,
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.new window
O'Cass, A., & Grace, D. (2008). Understanding the role of retail store service in light of self-image-store image congruence. Psychology & Marketing, 25(6), 521-537.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, 63(4), 33-44.
Oliver, R. L., (1997). Satisfaction: A behavioral perspective on the consumer. New York : Irwin / McGraw-Hill.
Palda, K. S. (1996). The hypothesis of a hierarchy of effects: A partial evaluation. Journal of Marketing Research , 3(1), 13-24.new window
Palmer, A. & D. Bejou (1994). Buyer-Seller Relationships: A Conceptual Model and Empirical Investigation. Journal of Marketing Management, 10 (6),495-512.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on th quality–value–loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168–174.new window
Parasuraman, A., Berry, L. L., & Zeithaml, V. A.(1991. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 420.
Pareigis, J., Echeverri, P., & Edvardsson, B. (2012). Exploring internal mechanisms forming customer servicescape experiences. Journal of Service Management, 23(5), 677–695.
Petrick, J. F. (2004). First timers’ and repeaters’ perceived value. Journal of Travel Research, 43(1), 29-38.new window
Pfaff, M. (1977). The index of consumer satisfaction measurement problem and opportunity. In H. K. Hunt (Ed.). The Conceptualization of Consumer Satisfaction and Dissatisfaction, Cambridge, Mass: Marketing Science Institute, 24-27.
Rajaobelina, L., & Bergeron, J.(2009). Antecedents and consequences of buyer-seller relationship quality in the financial services industry. International Journal of Bank Marketing, 27(5), 359-380.
Ranaweera, C. & J. Prabhu (2003). Measurement and Analysis for Marketing. Journal of Targeting, Measurement and Analysis for Marketing, 12 (1), 82-90.new window
Ravald, A., & Grönroos, C. (1996). The value concept relationship marketing. European journal of marketing, 30(2), 19-30.
Reichheld, F. F., & W. E. Sasser Jr., (1990). Zero defections: Quality comes to services. Harvard Business Review, 68 (5), 105–111.
Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception. European Journal of Marketing, 39(7/8), 785-808.
Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in consumer services: An empirical study. European Journal of Marketing, 37(1), 169-196.new window
Roy, A., & Tai, S. T. C. (2003). Store environment and shopping behaviour: The role of imagery elaboration and shopping orientation. Journal of International Consumer Marketing, 15(3), 71-99.
Russell, J. A. and Snodgrass, J. (1987). Emotion and the environment. In: Stokols & Altman (Eds.), Handbook of environmental psychology, New York, USA, John Wiley & Sons.
Schmitt, Bernd H. (1999). Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, Relate to Your Company and Brands. New York: The Free Press.
Selnes, Fred, (1993). An Examination of Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty, European Journal of Marketing, 27(9),19-35.
Shamdasani, P.N. & Balakrishnan, A.A. (2000). Determinants of relationship quality and loyalty in personalized services. Asia Pacific Journal of Management, 17(3), 399-422.
Shashikala. R. & Suresh A. M. (2013). Building consumer loyalty through servicescape in shopping malls. IOSR Journal of Business and Management (IOSR-JBM), 10(6),11-17.
Sherman, E., Mathur, A., & Smith, R. B. (1997). Store environment and consumer purchase behavior: Mediating role of consumer emotions. Psychology & Marketing, 14(4), 361-378.
Shostack, G. L. (1977). Breaking free from product marketing. Journal of Marketing, 41(2), 73-80.
Silverman, G., (1997). How to Harness the Awesome Power of Word of Mouth. Direct Marketing, 60(7), 32-37.
Skarmeas, D., Katsikeas, C.S., Spyropoulou,S., & Sangari, E.S.,(2008). Market and Supplier Characteristics driving distributor relationship quality in international marketing channels of industrial products. Industrial Marketing Management, 37(1),23-36new window
Smith, J. B. (1998). Buyer–seller relationships: Similarity, relationship management, and quality. Psychology & Marketing, 15(1), 3-21.new window
Smith, J. B., & Colgate, M. (2007). Customer value creation: A practical framework. Journal of Marketing Theory and Practice, 15(1), 7-23.new window
Soloman, M. R., (2002). Consumer Behavior-Buying, Having, and Being.(5th ed). Prentice-Hill International, Inc.
Sundstrom, E. D. & Sundstrom, M. G. (1986) Workplaces: The psychology of the physical environment in offices and factories. New York: Cambridge University Press.
Swan, John E. & Combs, Linda Jones. (1976). Product Performance and Consumer Satisfaction: A New Concept. Journal of Marketing, 40 , 25-33.
Swan, John E. & Oliver, Richard L. (1989). Postpurchase Communication by Consumers. Journal of Retailing, 65(4), 473-490.
Teas, R. K., & Agarwal, S. (1997). Quality cues and perceptions of value: An examination of the mediation effects of quality and sacrifice perceptions. Iowa State University Working Paper, 37(6), Iowa State University.
Tellis, G. J. (1998). Advertising exposure, loyalty, and brand purchase: A two-stage model of choice. Journal of Marketing Research, 25, 134-144.
Tengilimoglu, D., Ekiyor, A., & Erturk, E. (2010). Relationship marketing in health organizations and its effect on customer loyalty. China-USA Business Review, 9(9),17-29
Teresa Fernandes & Sara Neves (2014). The role of servicescape as a driver of customer value in experience-centric service organizations: the Dragon Football Stadium case. Journal of Strategic Marketing,
Thaler R. (1985). Mental Accounting and Consumer Choice. Marketing Science, 4, 199-214.
Tsai, C.-F. (2014). The relationships among theatrical components, experiential value, relationship quality, and relationship marketing outcomes. Asia Pacific Journal of Tourism Research,
Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25(2), 204-212.
Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193-211.
Turley, L., Fugate, W. & Douglas, L. (1992). The Multidimensional Nature of Service Facilities: Viewpoints and Recommendations. The Journal of Services Marketing, 6, 37-45.
Tuzovic, S. (2009). Key determinants of real estate service quality among renters and buyers. Journal of Services Marketing, 23(7), 496-507.
Ulaga, W., & Eggert, A. (2006). Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships. European Journal of Marketing, 40(3), 311-327.
Unger, L. S., & Kernan, J. B. (1983). On the meaning of leisure: An investigation of some determinants of the subjective experience. Journal of Consumer research. 9(3), 381–392.
Upah, G. D., & Fulton, J. N. (1985). Situation creation in services marketing. In J. Czepiel, M. Solomon & C. Surprenant (Eds.), The Service Encounter, 255-264, Lexington: Lexington Books.
Venkatraman, M., & Nelson, T. (2008). From servicescape to consumptionscape: a photo-elicitation study of Starbucks in the New China. Journal of International Business Studies, 39(6), 1010-1026.
Veríssimo, M., & Loureiro, S. M. C. (2013). Experience marketing and the luxury travel industry. Tourism & Management Studies,1, 296-302.new window
Veryzer Jr, R. W. (1993). Aesthetic response and the influence of design principles on product preferences. Advances in Consumer research, 20(1), 224–228.new window
Vesel, P., & Zabkar, V. (2010). Comprehension of relationship quality in the retail environment. Managing Service Quality, 20(3), 213-235.
Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: determinants and effects on shopping response. Journal of retailing, 74(4), 515-539.
Wakefield, K. L., and Barnes, J. A. (1996). Retailing hedonic consumption: a model of sales promotion of a leisure service. Journal of Retailing, 72(4), 409-427.
Wakefield, K. L., & Blodgett, J. G. (1994). The importance of servicescapes in leisure service setting. Journal of Services Marketing, 8(3), 66-76.
Wakefield, K. L., & Blodgett, J. G. (1999). Customer response to intangible and tangible service factors. Psychology and Marketing, 16(1), 51-68.new window
Walter, U., Edvardsson, B., & Öström, A . (2010). Drivers of customers' service experiences: A study in the restaurant industry. Managing Service Quality, 20(3), 236–259.
Ward, J. C., Bitner, M. J,. & John B.(1992). Measuring the Prototypicality and Meaning of Retail Environments. Journal of Retailing, 194-211.
Weinrach, J. (2000). Environmental psychology: Why should we care? Environmental Quality Management, 10(2), 83-86.
Westbrook, R. A. (1980). A rating scale for measuring product/service satisfaction. Journal of Marketing, 44, 68-72.
Wheaton, B., Muthen, B., Alwin, D., and Summers, G. (1977). Assessing reliability and stability in panel models. In D. Heise (Ed.), Sociological Methodology, 84-136. San Francisco: Jossey-Bass.
Wineman, J. (ed.) (1982) .Environment and Behavior: Office Design and Evaluation I& II, 14, 3-4.
Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85-102.new window
Wong, Y.H., Hung, H. & Chow, W-K. (2007). Mediating effects of relationship quality on customer relationships: an empirical study in Hong Kong. Marketing Intelligence & Planning, 25(6), 581-596.
Wong, J. H., Fang, N. & Lin, Y.S.(2008). To Discuss Customer Satisfaction and Customer Loyalty by Experiential Marketing and Involvement –Take the Sports. Journal of Leisure and Recreation Industry Management, 1(2),70-84new window
Woo, G.K. & Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. International Journal of Hospitality Management, 21, 321-38.
Wray, B., Palmer, A. & Bejou, D. (1994). Using neural network analysis to evaluate buyer-seller relationships. European Journal of Marketing, 28(10), 32-48.
Yadav, M. S. & Monroe K. B. (1993). How buyers perceive savings in a bundle price: an examination of a bundle’s transaction value. Journal of Marketing Research, 30, 350-358.
Zeithaml, V. A. (1988). Consumer Perceptions of Price,Quality and Value:A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(2), 2-22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.
Zhang, Y., Fang, Y.F., Wei, K.K., Ramsey,E., McCole, P., & Chen,.H. (2011). Repurchase intention in B2C e-commerce-A relationship quality perspective. Information & Management 48(6),192-200

 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top