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題名：服務品質、關係品質、關係價值與顧客忠誠度的關係之整合分析--以行動電信產業之消費者為例
書刊名：真理財經學報
作者：林隆儀／簡任群
作者(外文)：Lin, Long-yi／Chien, Jen-chun
出版日期：2004
卷期：11
頁次：頁73-112
主題關鍵詞：行動電話；服務品質；關係價值；關係品質；顧客忠誠度；Mobile telecommunication；Service quality；Relationship value；Relationship quality；Customers' loyalty
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(11) 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:10
  • 共同引用共同引用:24
  • 點閱點閱:125
期刊論文
1.Deighton, J.、Henderson, C. M.、Neslin, S. A.(1994)。The Effects of Advertising on Brand Switching and Repeat Purchasing。Journal of Marketing Research，16，28-43。  new window
2.Cavero, S.、Cebollada, J.(1997)。Brand Choice and Marketing Strategy: An Application to the market of Laundry Detergent for Delicate Clothes in Spain。Journal of International consumer Marketing，10，57-71。  new window
3.Moorman, C.、Deshpande, R.、Zaltman, G.(1993)。Factors affecting trust in market research relationship。Journal of Marketing，57(1)，81-101。  new window
4.Henning-Thuran, T.、Klee, A.(1997)。The Impact of Customer Satisfaction and Relationship Quality on Customer Relention: A critical reassessment and model development。Psychology & Marketing，14(8)，737-797。  new window
5.Schneider, B.、Bowen, D. E.(1999)。Understanding customer delight and outrage。Sloan Management Review，41(1)，35-45。  new window
6.Reichheld, F. F.、Sasser, W. E. Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
7.Fredericks, Joan O.、Salter, James M. II(1995)。Beyond Customer Satisfaction。Management Review，84(5)，29-32。  new window
8.Oliver, R. L.、Macmillan, J.(1992)。Response Determinants in Satisfaction Judgements。Journal of Consumer Research，14(4)，495-507。  new window
9.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1991)。Understanding Customer Expectation of Service。Sloan Management Review，32(3)，39-48。  new window
10.Brown, T. J.、Churchill, G. A. Jr.、Peter, J. P.(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。  new window
11.Anderson, James C.、Narus, James A.(1990)。A Model of Distributor Firm and Manufacturer Firm Working Partnership。Journal of Marketing，54(1)，42-58。  new window
12.Williamson, Oliver E.(1983)。Credible Commitments: Using Hostages to Support Exchange。American Economic Review，73(4)，519-540。  new window
13.Cockbum, Peter(2001)。Every Customer Has His Price。Telecommunications International，35(4)，91-94。  new window
14.Smith, J, B(1998)。The Relation Between Job Level and Job Satisfaction。Group and Organization Management，23，470-495。  new window
15.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
16.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
17.Kaiser, Henry F.(1974)。An index of factorial simplicity。Psychometrika，39(1)，31-36。  new window
18.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
19.Thaler, Richard H.(1985)。Mental Accounting and Consumer Choice。Marketing Science，4(3)，199-214。  new window
20.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing，54(3)，68-81。  new window
21.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationship。Journal of Marketing，51(2)，11-27。  new window
22.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
23.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
24.Ravald, Annika、Grönroos, Christian(1996)。The value concept and relationship marketing。European Journal of Marketing，30(2)，19-30。  new window
25.Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。  new window
26.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
27.方世榮、黃美卿(20010900)。銀行業關係價值--忠誠度模式之實證研究。輔仁管理評論，8(2)，47-71。new window  延伸查詢new window
28.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
29.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
30.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
31.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
32.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
33.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
34.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
35.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
36.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1988)。Comminucation and Control Processes in the Delivery of Service Quality。Journal of Marketing，52，35-48。  new window
37.Lilijander, V.、Strandvik, T.(1995)。The Nature of Customer Relationship in Services。Advances in Services Marketing and Management，4，141-167。  new window
38.Jacobs, Marcia(1998)。Using Customer Profitability Information to Making Decision。Commercial Landing Review，13(4)，66-69。  new window
學位論文
1.Hogan, John E.(1998)。Assessing Relationship Value in Business Markets(博士論文)。University of North Carolina。  new window
2.莊景弼(2000)。我國網路銀行關係品質模式之研究(碩士論文)。大葉大學。  延伸查詢new window
3.劉素琴(2000)。從關係價值與關係品質探討顧客忠誠度--銀行業之實證研究(碩士論文)。雲林科技大學。  延伸查詢new window
圖書
1.Seybold, P. B.、Marshak, R. T.(1998)。Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond。Patricia Seybold Group, Inc.。  new window
2.洪順慶(2001)。行銷管理。台北市：新陸書局。  延伸查詢new window
3.Etzel, Michael J.、Walker, Bruce J.、Stanton, William J.(2001)。Marketing Management。McGraw-Hill。  new window
4.Monroe, K. B.(1991)。Pricing-making Profitable Decisions。New York：McGraw-Hill。  new window
5.Newell, F.(2000)。Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing。McGraw-Hill。  new window
6.Griffin, J.(1996)。Customer Loyalty。New York：Simon & Schuster Inc.。  new window
7.Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey：Prentice Hall。  new window
8.邱皓政(2003)。結構方程模式--LISREL的理論、技術與應用。雙葉書廊。  延伸查詢new window
9.陳正昌、程炳林、陳新豐、劉子健(2008)。多變量分析方法--統計軟體應用。五南。  延伸查詢new window
10.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis: with Readings。Prentice Hall。  new window
 
 
 
 
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