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題名：體驗行銷、顧客滿意度與顧客忠誠度關係之研究--以大臺北地區連鎖咖啡店為例
書刊名：顧客滿意學刊
作者：林陽助 引用關係／林秀貞／李宜致 引用關係
作者(外文)：Lin, Yang-chu／Lin, Hsin-chen／Lee, Yi-chih
出版日期：2007
卷期：3:2
頁次：頁57-94
主題關鍵詞：體驗行銷；顧客滿意度；顧客忠誠度；Experiential marketing；Customer satisfaction；Customer 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(35) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:35
  • 共同引用共同引用:0
  • 點閱點閱:155
本研究主要探討體驗行銷、顧客滿意度和顧客忠誠度之關係，體驗行銷之概念採用Schmitt(1999)提出的五個構面：感官體驗、情感體驗、思考體驗、行動體驗、關聯體驗。以台北地區知名的連鎖咖啡店：統一星巴克、丹堤咖啡、伊是咖啡和西雅圖極品咖啡為研究產業，採用便利抽樣的方式發放問卷。研究方法採用因素分析、相關分析、迴歸分析以及敘述性統計。研究結果如下所示：(1)情感體驗、關聯體驗個別對顧客滿意度有正向影響；(2)顧客滿意 度對顧客忠誠度有正向影響；(3)關聯體驗對於顧客滿意度的影響最大。
The Study focuses on the relationships among experiential marketing, customer satisfation and customer loyalty. The concept of experiential marketing is according to the research of Schmitt (1999). There are five dimensions in his study: sense, feel, think, act and relate. The Research subjects are four famous coffee chain sotres in Taipei: Starbucks Coffee, Dante Coffee, IS Coffee and Barista Coffee. Research methods are used by factor analysis, correaltion analysis, regression analysis and descriptive statistics. Theconc1usions of this research are summarized as following: 1.The feel experience and relation experience have significantly positive influence to customer satisfation. 2.Customer satisfation have significantly positive influence to customer loyalty. 3.The relation experience has greatest influence to customer satisfation.
期刊論文
1.范碧珍(2003)。體驗是顧客滿意的原動力。突破雜誌，213，46-53。  延伸查詢new window
2.徐光宇、李幼寅(19991100)。打造咖啡新王國。動腦，283，74-79。  延伸查詢new window
3.Swan, J. E.、Linda, J. C.(1977)。Product Performance and Consumer Satisfaction: A New Concept。Journal of Marketing，40，25-33。  new window
4.Kristensen, Kai、Martensen, Anne、Gronholdt, Lars(2000)。Customer satisfaction measurement at post denmark: Results of application of the European customer satisfaction index methodology。Total Quality Management，11(7)，1007-1015。  new window
5.Kasper, Hans(1988)。On problem perception, dissatisfaction and brand loyalty。Journal of Economic Psychology，9(3)，387-397。  new window
6.Bowen, J. T.、Shoemaker, S.(1998)。Loyalty: A strategic commitment。Cornell Hotel and Restaurant Administration Quarterly，39(1)，12-25。  new window
7.Taylor, Steven A.、Baker, Thomas L.(1994)。An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions。Journal of Retailing，70(2)，163-178。  new window
8.Cina, Craig(1989)。Creating an Effective Customer Satisfaction Program。Journal of Consumer Marketing，6(4)，31-40。  new window
9.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
10.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing，70(3)，201-230。  new window
11.Woodruff, R. B.、Clemons, D. S.、Schumann, D. W.、Gardial, S. F.、Emest, R. C.、Jenkins, R. L.(1983)。Modeling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research，20(3)，296-304。  new window
12.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing，60(4)，7-18。  new window
13.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect。Harvard Business Review，73(6)，88-99。  new window
14.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
15.Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science，22(2)，99-113。  new window
16.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
17.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
18.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
19.Jacoby, Jacob、Kyner, David B.(1973)。Brand Loyalty vs. Repeat Purchasing Behavior。Journal of Marketing Research，10(1)，1-9。  new window
20.Lim, Kui Suen、Razzaque, Mohammed Abdur(1997)。Brand Loyalty and Situational Effects: An Interactionist Perspective。Journal of International Consumer Marketing，9(4)，95-115。  new window
21.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing，9(4)，5-17。  new window
22.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
23.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
24.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research，4(1)，149-154。  new window
25.Müller, Wolfgang(1991)。Gaining competitive advantage through customer satisfaction。European Management Journal，9(2)，201-211。  new window
26.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
27.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
28.Pine, B. Joseph II、Gilmore, James H.(1998)。Welcome to the Experience Economy。Harvard Business Review，76(4)，97-105。  new window
29.Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing，65(2)，81-93。  new window
學位論文
1.李孟陵(2003)。消費者滿意度、涉入程度對其忠誠度影響之研究--以台北市咖啡連鎖店為例(碩士論文)。國立交通大學。  延伸查詢new window
2.劉裕春(2003)。體驗行銷與關係結合方式對網路忠誠度之影響(碩士論文)。義守大學。  延伸查詢new window
3.章雲慧(2004)。以體驗行銷探討暨大學生對於客運的需求：埔里台中四家為例(碩士論文)。暨南大學。  延伸查詢new window
4.范文嘉(2003)。顧客參與、情緒體驗與顧客滿意度關係之探討：以星巴克為例(碩士論文)。中國文化大學。  延伸查詢new window
5.尤之群(2003)。以體驗經濟模型衡量網路媒體視聽者之體驗--以網路博物館與線上網路遊戲為例(碩士論文)。華梵大學。  延伸查詢new window
6.黃怡音(2003)。客服中心服務品質對顧客滿意度及忠誠度之研究--以信用卡為例(碩士論文)。國立政治大學。  延伸查詢new window
7.洪勝鴻(2004)。體驗行銷及關係行銷對顧客價值及顧客滿意影響之研究(碩士論文)。國立高雄應用科技大學。  延伸查詢new window
8.林有德(1993)。景園體驗之研究(碩士論文)。國立中興大學，臺中市。  延伸查詢new window
9.陳利光(2002)。台灣旅行業顧客關係對顧客滿意度及忠誠度之影響--台北縣市之實證研究(碩士論文)。輔仁大學，台北。  延伸查詢new window
10.王惠芬(2002)。主題樂園遊客行為之研究--以劍湖山世界、六福村及九族文化村為例(碩士論文)。朝陽科技大學，臺中市。  延伸查詢new window
11.邱㴒媞(2003)。體驗行銷模式與其遊客行為之實證研究(碩士論文)。中國文化大學。  延伸查詢new window
12.袁薏樺(2003)。體驗行銷、體驗價值與顧客滿意關係之研究(碩士論文)。國立臺北科技大學。  延伸查詢new window
13.陳育慧(2002)。體驗行銷之探索性研究--統一星巴克個案研究(碩士論文)。中國文化大學。  延伸查詢new window
圖書
1.Raphael, N.、Raphel, M.(1995)。Up the Loyalty Ladder。New York：Harper Business。  new window
2.Schmitt, Bernd(1999)。Experiential marketing: How to get customers to sense, feel, think, act and relate to your company and brands。New York：The Free Press。  new window
3.Hunt, H. Keith(1977)。Conceptualization and measurement of consumer satisfaction and dissatisfaction。Marketing Science Institute。  new window
4.Griffin, J.(1997)。Customer Loyalty: How to Earn It, How to Keep It?。New York, NY：Lexington Book。  new window
5.Engle, J. F.、Blackwell, R. D.、Miniard, P. W.(1994)。Consumer Behavior。Orlando, FL：Dryden Press。  new window
6.Reichheld, Frederick F.、Teal, Thomas(1996)。The Loyalty Effect: The Hidden Force behind Growth Profits, and Lasting Value。Boston：Harvard Business School Press。  new window
7.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
8.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
9.Kotler, Philip(1996)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
10.Nunnally, Jum C.(1967)。Psychometric Theory。McGraw-Hill。  new window
 
 
 
 
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