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題名：顧客關係利益之階層探析：方法目的鏈之應用
書刊名：管理評論
作者：嚴秀茹 引用關係／李有仁 引用關係／蕭丞傑 引用關係／李國書
作者(外文)：Yen, Rebecca Hsiu Ju／Li, Eldon Y.／Hsiao, Cheng-chieh／Lin, Kuo-shu
出版日期：2006
卷期：25:1
頁次：頁95-119
主題關鍵詞：顧客關係利益；方法目的鏈；價值階層圖；Customer relational benefits；Means-end chain；Hierarchical value map
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(19) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:19
  • 共同引用共同引用:0
  • 點閱點閱:211
本研究旨在運用方法目的鍵探析顧客關係利益之階層關係。60位受訪係來自臺灣與中國地區各30位成年人士，年齡介於20歲至50歲，男女比為3:2。研究結果歸納出顧客關係利益包括三層級：真誠相待、服務周到、掌握顧客資訊、環境親和、商家熟悉與服務內涵清楚等6種關係屬性；客製化服務、選擇簡化、人脈拓展、情誼交流、知識提升、尊榮禮遇、具體利得、風險降低與情報靈通等9種關係結果；奠重需求、安全/保全、和合性、歸屬感、自我成長、務實性與經濟需求等7種關係價值。進一步繪製出華人消費者之顧客關係利益價值階層圖，並且比較二地消費者特性之差異。
期刊論文
1.Manyiwa, Simon、Crawford, Ian(2002)。Determining Linkages between Consumer Choices in a Social Context and the Consumer's Values: A Means-end Approach。Journal of Consumer Behaviour: An International Research Review，2(1)，54-70。  new window
2.Reynolds, T. J.(1985)。Implications for value research: a macro vs. micro perspective。Psychology & Marketing，2(4)，297-305。  new window
3.Valette-Florence, P.、Rapacchi, Bernard(199102)。Improvements in means-end chain analysis: Using graph theory and correspondence analysis。Journal of Advertising Research，31(1)，30-45。  new window
4.Gutman, J.(1984)。Analyzing Consumer Orientations toward Beverages though Means-End Chain Analysis。Psychology and Marketing，1(3/4)，23-43。  new window
5.Ter Hofstede, F.、Audenaert, A.、Steenkamp, J. E. M.、Wedel, M.(1998)。An Investigation into the Association Pattern Technique as a Qualitative Approach to Measuring Means-End Chains。International Journal of Research in Marketing，15(1)，37-50。  new window
6.Olson, J. C.、Reynolds, T. J.(1983)。Understanding Consumer's Structures: Implications for Advertising Strategy。Advertising and Consumer Psychology，1，77-90。  new window
7.Sheth, Jagdish N.、Parvatiyar, Atul(1995)。Relationship Marketing in Consumer Markets: Antecedents and Consequences。Journal of the Academy of Marketing Science，23(4)，255-271。  new window
8.Claeys, C.、Swinnen, A.、Vanden Abeele, P.(1995)。Consumer's means-end chains for "think" and "feel" products。International Journal of Research in Marketing，12(3)，193-208。  new window
9.Pieters, R.、Baumgartner, H.、Allen, D.(1995)。A means-end chain approach to consumer goal structures。International Journal of Research in Marketing，12(3)，227-244。  new window
10.Rosenberg, M. J.(1956)。Cognitive structure and attitudinal affect。The Journal of Abnormal and Social Psychology，53(3)，367-372。  new window
11.Reynolds, Kristy E.、Beatty, Sharon E.(1999)。Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing。Journal of Retailing，75(1)，11-32。  new window
12.Overby, J. W.、Gardial, S. F.、Woodruff, R. B.(2004)。French versus American consumers' attachment of value to a product in a common consumption context: A cross-national comparison。Journal of the Academy of Marketing Science，32(4)，437-460。  new window
13.Gutman, J.(1982)。A Means-End Chain Model Based on Consumer Categorization Process。Journal of Marketing，46(2)，60-72。  new window
14.Bagozzi, R. P.(1995)。Reflections on Relationship Marketing in Consumer Market。Journal of the Academy of Marketing Science，23(4)，272-277。  new window
15.Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science，26(2)，101-114。  new window
16.Czepiel, John A.(1990)。Service Encounters and Service Relationships: Implications for Research。Journal of Business Research，20(1)，13-21。  new window
17.Reynolds, Thomas J.、Gutman, Jonathan(1988)。Laddering Theory, Method, Analysis, and Interpretation。Journal of Advertising Research，28(1)，11-31。  new window
18.Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science，23(4)，236-245。  new window
19.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
20.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research，4(3)，230-247。  new window
21.Lemon, Katherine N.、White, Tiffany Barnett、Winer, Russell S.(2002)。Dynamic customer relationship management: Incorporating future considerations into the service retention decision。Journal of Marketing，66(1)，1-14。  new window
22.Grönroos, Christian(1994)。From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing。Management Decision，32(2)，4-20。  new window
23.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
24.林祖嘉(2002)。加入WTO對大陸服務業產業結構的影響與衝擊。國家政策論壇，創刊號。  延伸查詢new window
25.Bagozzi, R. P.、Dabholkar, P. A.(1994)。Consumer Recycling Goals and Their Effect on Decisions to Recycle: A Means-end Chain Analysis。Psychology & Marketing，11，313-340。  new window
26.Bendapudi, N.、Berry, L. L.(1997)。Customers' Motivations for Maintaining Relationship with Service Providers。Journal of Retailing，73(1)，15-37。  new window
27.Palmer, A.(1997)。Defining Relationship Marketing: An International Perspective。Management Decision，35(4)，319-321。  new window
學位論文
1.蘇建宇(2002)。華人顧客關係利益之探討，0。  延伸查詢new window
圖書
1.Denzin, N. K.、Lincoln, Y. S.(1998)。The Landscape of Qualitative Research: Theories and issues。Sage Publications。  new window
2.Sheth, Jagdish N.、Mittal, Banwari、Newman, Bruce I.(1999)。Customer Behavior: Consumer Behavior and Beyond。The Dryden Press。  new window
3.Heskett, James L.、Sasser, Gary W. Earl Jr.、Schlesinger, Leonard A.(1997)。The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value。New York：A Division of Simon & Schuster Inc。  new window
4.Guba, E. G.、Lincoln, Y. S.(1984)。Naturalistic inquiry。Newbury Park, CA：Sage。  new window
5.Peter, J. P.、Olson, J. C.(1996)。Consumer Behavior and Marketing Strategy。Irwin。  new window
6.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
7.Barnes, J. G.(2001)。Secrets of Customer Relationship Management: It's All about How You Make Them Feel。New York：McGraw-Hill。  new window
8.Denzin, Norman K.(1978)。The Research Act: A Theoretical Introduction to Socilogical Methods。New York, NY：McGraw-Hill。  new window
9.Hennig-Thurau, T.、Gwinner, K. P.、Gremler, D. D.(2000)。Why Customers Build Relationships with Companies - and Why Not。Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention。Berlin, Germany。  new window
10.Reynolds, T. J.、Gutman, J.(1984)。Laddering: Extending the Repertory Grid Methodology to Construct Attribute-consequence-value Hierarchies。Personal Values and Consumer Psychology, II。Lexington, MA。  new window
 
 
 
 
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