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題名:探討加油站服務品質對顧客滿意度與忠誠度之影響--以台塑加盟站為例
書刊名:品質學報
作者:池文海 引用關係鄭益興
作者(外文):Chih, Wen-haiCheng, I-hsin
出版日期:2006
卷期:13:2
頁次:頁99-119
主題關鍵詞:服務品質顧客滿意度顧客忠誠度生活型態Service qualityCustomer satisfactionCustomer loyaltyLife style
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(3) 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:3
  • 共同引用共同引用:0
  • 點閱點閱:46
期刊論文
1.Oliver, R. L.(1993)。Cognitive Affective and Attributes Bases of Satisfaction Response。Journal of Consumer Research,20(3),419-422。  new window
2.Bolton, Ruth N.(1998)。A dynamic model of the duration of customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science,17(1),45-65。  new window
3.Cronin, Jr. J. J.、Taylor, S. A.(1994)。Measuring service quality: are examination and extension。Journal of Marketing,56(3),55-68。  new window
4.Kotler, K.、Scheff, J.(1996)。Crisis in the arts: The marketing response。California Management Review,39(1),28-53。  new window
5.Martilla, J. A.、James, J. C.(1977)。Importancep erformance analysis。Journal of Marketing,41(1),77-79。  new window
6.Jacob, R.(1994)。Why Some Customers are More Equal than Others。Fortune,130(6),215-223。  new window
7.Kasper, Hans(1988)。On problem perception, dissatisfaction and brand loyalty。Journal of Economic Psychology,9(3),387-397。  new window
8.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。  new window
9.Singh, J.(1991)。Understanding the structure on consumer satisfaction evaluation of service delivery。Journal of the Academy of Marketing Science,19(3),223-234。  new window
10.Haywood-Farmer, J.(1988)。Towards a Conceptual Model of Service Quality。International Journal of Operations and Production Management,8(6),19-29。  new window
11.Plummer, Joseph T.(1974)。The Concept and Application of Life Style Segmentation。Journal of Marketing,38(1),33-37。  new window
12.Burns, Alvin C.(1986)。Generating marketing strategy priorities based on relative competitive position。The Journal of Consumer Marketing,3(4),49-56。  new window
13.Cadotte, Ernest R.、Woodruff, Robert B.、Jenkins, Roger L.(1987)。Expectations and Norms in Models of Consumer Satisfaction。Journal of Marketing Research,24(3),305-314。  new window
14.Oliva, Terence A.、Oliver, Richard L.、MacMillan, Ian C.(1992)。A catastrophe model for developing service satisfaction strategies。Journal of Marketing,56(3),83-95。  new window
15.Lovelock, C. H.、Young, R. F.(1979)。Look to consumers to increase productivity。Harvard Business Review,57(3),168-178。  new window
16.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing,59(1),17-28。  new window
17.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect。Harvard Business Review,73(6),88-99。  new window
18.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
19.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
20.Baron, Reuben M.、Kenny, David 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。  new window
21.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
22.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。  new window
23.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
24.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
25.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review,50(5),41-52。  new window
26.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
27.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research,4(1),149-154。  new window
28.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
29.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
30.Griffin, A.、Page, A. L.(1996)。PDMA success measurement project: Recommended measures for product development success and failure。Journal of Product Innovation Management,13(6),478-496。  new window
學位論文
1.劉崇義(2001)。顧客滿意之研究--以壽險業為例(碩士論文)。中原大學。  延伸查詢new window
圖書
1.Czepiel, J. A.(1974)。Perspective on customer satisfaction。New York:American Management Association。  new window
2.Hawkin, D. I.、Best, R. J.、Coney, K. A.(1986)。Consumer behavior implications of marketing strategy。Plano, TX。  new window
3.Murdick, Robert G.、Render, Barry、Russell, Roberta S.(1990)。Service Operations Management。Allyn and Bacon Inc.。  new window
4.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.、Kollat, D. J.(1984)。Consumer Behavior。New York, NY:Dryden Press。  new window
5.Kotler, P.(1999)。Marketing Management: Anslysis, Planning, Implementation and Control。Englewood Cliffs, NJ:Upper Saddle River, NJ:Prentice-Hall, Inc.。  new window
6.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。  new window
其他
1.行政院主計處(2003)。全國統計窗口,http://www.dgbasey.gov.tw/。  延伸查詢new window
2.行政院經濟部能源委員會(2003)。能源相關統計,http://www.moeaec.gov.tw/。  延伸查詢new window
3.(2003)。東方消費者行銷資料庫(E-ICP),http://www.isurvey.com.tw/。  延伸查詢new window
圖書論文
1.Lazer, W.(1963)。Life style concepts and marketing。Toward Scientific Marketing。Chicago, IL:American Marketing Association。  new window
 
 
 
 
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