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題名：顧客關係傾向與關係品質之探討--以科技介入與涉入程度為干擾變項
書刊名：東吳經濟商學學報
作者：方世榮 引用關係／陳連勝 引用關係／張雅婷
作者(外文)：Fang, Shyh-rong／Chen, Lien-sheng／Chang, Ya-ting
出版日期：2008
卷期：60
頁次：頁1-38
主題關鍵詞：關係傾向；關係品質；科技介入；服務涉入；Relationship proneness；Relationship quality；Technology infusion；Service involvement
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(6) 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:6
  • 共同引用共同引用:0
  • 點閱點閱:42
本研究從人際觀點出發，延伸Gutek、Bhappu、Liao-Troth 及Cherry(1999)等學者所提出的服務關係型態概念，探討顧客的關係傾向對於關係品質的影響。本研究亦將服務接觸傳遞中的科技介入程度和消費者對服務的涉入程度納入干擾變項。本研究挑選一般消費者常接觸的銀行、保險和證券服務，利用便利抽樣進行問卷調查。實證分析結果發現：(1)當顧客願意建立關係的傾向越高時，所獲得的關係品質也越高；(2)科技介入程度有助於認知性信任及滿意度的提昇；(3)當顧客對服務具有較高度涉入時，其所感受到的認知性信任、情感性信任和滿意度都會有顯著地提昇。最後，本研究針對研究發現進行討論，並針對研究限制與後續研究方向提出建議。
From the view of personal interaction, the research extends the concept of Service Relationships Types and studies the influence of relationship proneness on relationship quality. In addition, the study adds technology infusion and consumer involvement to be moderators. The study targets at customers who accept bank, insurance or stock services, and conducts questionnaires survey by convenience sampling. The results reveal:(1) The more customers want to establish relationship, the higher relationship quality they have. (2)Technology infusion will be raised customers' cognitive trust and satisfation. (3)When customers have higher involvement, their cognitive trust, affective trust and satisfaction will be increased. The implications of these findings will discuss and the limitations of the study as wll as future research directions will address.
期刊論文
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9.Johnson-George, Cynthia E.、Swap, Walter C.(1982)。Measurement of Specific Interpersonal Trust: Construction and Validation of a Scale to Assess Trust in a Specific Other。Journal of Personality and Social Psychology，43(6)，1306-1317。  new window
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12.Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science，17(1)，45-65。  new window
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17.Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing，41(2)，73-80。  new window
18.Zhu, Faye X.、Wymer, Walter Jr.、Chen, Injazz(2002)。IT-based Services and Service Quality in Consumer Banking。International Journal of Service Industry Management，13(1)，69-90。  new window
19.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
20.Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing，61(2)，35-51。  new window
21.Lewis, J. David、Weigert, Andrew J.(1985)。Trust as a social reality。Social Forces，63(4)，967-985。  new window
22.Smith, J. Brock、Barclay, Donald W.(1997)。The effects of organizational differences and trust on the effectiveness of selling partner relationships。Journal of Marketing，61(1)，3-21。  new window
23.Laurent, Gilles、Kapferer, Jean-Noël(1985)。Measuring Consumer Involvement Profiles。Journal of Marketing Research，22(1)，41-53。  new window
24.Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research，32(1)，54-65。  new window
25.De Wulf, Kristof、Odekerken-Schröder, Gaby J.、Iacobucci, Dawn(2001)。Investments in consumer relationships: A cross-country and cross-industry exploration。Journal of Marketing，65(4)，33-50。  new window
26.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
27.Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing，51(2)，86-96。  new window
28.Storbacka, K.、Strandvik, T.、Gronroos, C.(1994)。Managing Customer Relationship for Profit: the Dynamics of Relationship Quality。International Journal of Service Industry Management，5(5)，21-38。  new window
29.Westbrook, Robert A.(1981)。Sources of Consumer Satisfaction with Retail Outlets。Journal of Retailing，57(3)，68-85。  new window
30.Rempel, John K.、Holmes, John G.、Zanna, Mark P.(1985)。Trust in Close Relationships。Journal of Personality and Social Psychology，49(1)，95-112。  new window
31.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
32.McAllister, Daniel J.(1995)。Affect and Cognition Based Trust as Foundations for Interpersonal Cooperation in Organization。Academy of Management Journal，38(1)，24-59。  new window
33.Bettencourt, L.and K.Gwinner(1996)。“Customization of the Service Experience: The Role of the Frontline Employee.”。International journal in Service Industry Management，7, no.2，pp.2-20。  new window
34.Bitner, M.J., S.W. Brown, and M.L. Meuer(2000)。“ Technology Infusionin Service Encounters.”。Journal of Academyof Marketing Science，28,no.1，pp.138-49。  new window
35.Bove,L.L.、L.W. Johnson(2000)。“A Customer-Service Worker Relationship Model.”。International Journal of Service Industry，11, no.5，pp.491-505。  new window
36.Crosby, L.A. and N.J. Stephens(1987)。“Effects of Relationship Marketingon Satisfaction, Retention and Prices in the Life Insurance Industry.。Journal of Marketing，24,no.4，pp.404-11。  new window
37.Forman, A.M.and V.Sriram(1991)。“The Depersonalization of Retailing: Its Impactonthe Lonely Consumer.”。Journal of Retailing，67,no.2，pp.226-43。  new window
38.Gabbott, M.and G.Hogg(1999)。“Consumer Involvement in Service: A Replication and Extension.”。Journal of Business Research，46,no.2，pp.159-66。  new window
39.Goodman, P.S., M. Fichman, F.J. Lerch, and P.R. Snyder(1995)。“Customer-Firm Relationships, Involvement, and Customer Satisfaction.”。Academy of Management Journal，38,no.5，pp.1310-24。  new window
40.Gutek, A.B., D.A. Bhappu, A.M.Liao-Troth, and B. Cherry(1999)。“Distinguishing between Service Relationships and Encounters.”。Journal of Applied Psychology，84,no.2，pp.218-33。  new window
41.Mulligan, P.and S.R.Gordon(2002)。“The Impact of Information Technology on Customer and Supplier Relationships in the Financial Services.”。International Journal of Service Industry Management，13,no.1，pp.29-46。  new window
42.Nooteboom, B., H.Berger, and N.G. Noorderhaven(1997)。“Effect of Trust and Governance on Relational Risk.”。Academy of Management Journal，40,no.2，pp.308-38。  new window
會議論文
1.Dabholkar,P.A.(1991)。“Using Technology-Based Self-Service Optionsto Improve Perceived Service Quality.”。Chicago。pp.534-35。  new window
圖書
1.Luhmann, N.(1979)。Trust and Power: Two Works。Chichester。  new window
2.Jackson, Barbara B.(1985)。Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships。Lexington, MA：D. C. Heath and Company。  new window
3.Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychological theory。MacGraw-Hill。  new window
4.Barber, B.(1983)。The Logicand Limits of Trust,1stEdition。New Brunswick。  new window
5.Barnes, J.G., Dunne, W.J. Glynn(2000)。“Self-Service and Technology: Unanticipated and Unintended Effecton Customer Relationships.”。Handbook of Services Marketing and Management。London,UK。  new window
6.Heskeet, J.L.(1986)。Management in the Service Economy,1st Edition。Boston。  new window
7.Johnson, D.and K.Grayson(2005)。“Cognitive and Affective Trustin Service Relationships.”。Journal of Business Research。  new window
8.Mohr, L.A., and M.J.Bitner(1995)。Process Factors in Service Delivery: What Employee Effort Means to Customers.。Service Marketing and Management。Greenwich, CT。  new window
 
 
 
 
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