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題名：從關係品質觀點探討服務品質、學習成效對顧客忠誠度關聯性之分析：以臺灣幼稚園產業為例
書刊名：教育政策論壇
作者：劉祥熹／陳玉娟 引用關係
作者(外文)：Liu, Hsiang-hsi／Chen, Yu-juan
出版日期：2010
卷期：13:4=36
頁次：頁161-190
主題關鍵詞：幼稚園；服務品質；學習成效；關係品質；顧客忠誠度；Customer loyalty；Kindergarten；Learning effect；Relationship quality；Service quality
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(4) 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:3
  • 共同引用共同引用:3
  • 點閱點閱:129
期刊論文
1.Myers, J. H.(1991)。Measuring customer satisfaction: Is meeting expectations enough?。Marketing Research，3(4)，35-43。  new window
2.Ehigie, B. O.(2006)。Correlates of customer loyalty to their bank: a case study in Nigeria。International Journal of Bank Marketing，24(7)，494-508。  new window
3.Kristensen, K.、Martensen, A.、Gronholdt, L.(1999)。Measuring the impact of buying behavior on customer satisfaction。Total Quality Management，10(4/5)，602-614。  new window
4.Palmatier, R. W.、Scheer, L. K.、Steenkamp, Jan-Benedict E. M.(2007)。Customer loyalty to whom? Managing the benefits and risks of salesperson-owned loyalty。Journal of Marketing Research，44(2)，185-199。  new window
5.Eisingerich, A. B.、Bell, S. J.(2008)。Perceived service quality and customer trust: Dose enhancing customers service knowledge matter?。Journal of Service Research，10(3)，256-268。  new window
6.Butcher, K.、Sparks, B.、O'Callaghan, F.(2001)。Evaluative and relational influences on service loyalty。International Journal of Service Industry Management，12(4)，310-327。  new window
7.Brysland, A.、Curry, A.(2001)。Service Improvements in Public Services Using SERVQUAL。Managing Service Quality，11(6)，389-401。  new window
8.Cavallo, G. O.、Perelmuth, J.(1989)。Building customer satisfaction, strategically。Bottomline，6(1)，29-33。  new window
9.Liang, C.-J.、Wang, W.-H.(2007)。The behavioral sequence of information education services industry in Taiwan: Relationship bonding tactics, relationship quality and behavioral loyalty。Measuring Business Excellence，11(2)，62-74。  new window
10.Shamdasani, P. N.、Balakrishnan, A. A.(2000)。Determinants of Relationship Quality and Loyalty in Personalized Services。Asia Pacific Journal of Management，17(3)，399-422。  new window
11.Huang, H. H.,、Chiu, C. K.(2006)。Exploring customer satisfaction, trust and destination loyalty in tourism。The Journal of American Academy of Business，10(1)，156-159。  new window
12.Moorman, C.、Deshpande, R.、Zaltman, G.(1993)。Factors effecting trust in market research relationships。Journal of Marketing，57(1)，81-101。  new window
13.Bowen, J. T.、Shoemaker, S.(1998)。Loyalty: A strategic commitment。Cornell Hotel and Restaurant Administration Quarterly，39(1)，12-25。  new window
14.Odekerken-Schröder, G.、De Wulf, Kristof、Schumacher, Patrick(2003)。Strengthening outcomes of retailer-consumer relationships: The dual impact of relationship marketing tactics and consumer personality。Journal of Business Research，56(3)，177-190。  new window
15.黃義良(20061200)。幼稚園服務行銷之個案研究。彰化師大教育學報，10，1-32。new window  延伸查詢new window
16.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
17.Crosby, Lawrence A.、Stephens, Nancy(1987)。Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry。Journal of Marketing Research，24(4)，404-411。  new window
18.Høst, Viggo、Knie‐Andersen, Michael(2004)。Modeling customer satisfaction in mortgage credit companies。International Journal of Bank Marketing，22(1)，26-42。  new window
19.Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing，63(2)，70-87。  new window
20.Gundlach, Gregory T.、Achrol, Ravi S.、Mentzer, John T.(1995)。The Structure of Commitment in Exchange。Journal of Marketing，59(1)，78-92。  new window
21.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
22.Stum, David L.、Thiry, Alain(1991)。Building Customer Loyalty。Training and Development Journal，45(4)，34-36。  new window
23.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing，51(2)，11-27。  new window
24.Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing，14(8)，737-764。  new window
25.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。  new window
26.Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing，15(1)，3-21。  new window
27.Swan, J. E.、Trawick, I. F.、Silva, D. W.(1985)。How industrial salespeople gain customer trust。Industrial Marketing Management，14(3)，203-211。  new window
28.Sirohi, Niren、McLaughlin, Edward W.、Wittink, Dick R.(1998)。A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer。Journal of Retailing，74(2)，223-245。  new window
29.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
30.Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing，54(1)，42-58。  new window
31.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
32.Tinto, Vincent(1975)。Dropout from higher education: A theoretical synthesis of recent research。Review of Educational Research，45(1)，89-125。  new window
33.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
34.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
35.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research，14(4)，495-507。  new window
36.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
37.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
38.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
39.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
40.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
41.Eastwood, D. B., Brooker, J. R.,、Smith, J. D.(2005)。Developing marketing strategies for green grocers: An application of SERVQUAL。Agribusiness，21(1)，81-96。  new window
42.Fareena, S.、Merlin, C. S.(2000)。International service variants: Airline passenger expectations and perceptions of service quality。Journal of Service Marketing，14(3)，188-216。  new window
43.Hansen, M.,、Steadman, E.(1991)。The customer satisfaction strategy。Mortage Banking，52(2)，8-12。  new window
44.Izquierdo C. C. Cillán J. G.、Martin S. S.(2005)。The impact of customer relationship marketing on the firm performance: A Spanish case。The Journal of Services Marketing，19(4)，234-244。  new window
45.Eastwood, D. B.、Brooker, J. R.、Smith, J. D.(2005)。Developing marketing strategies for green grocers: An application of SERVQUAL。Agribusiness，21(1)，81-96。  new window
46.Hansen, M.、Steadman, E.(1991)。The customer satisfaction strategy。Mortage Banking，52(2)，8-12。  new window
47.Izquierdo, C. C.、Cillán, J. G.、Martin, S. S.(2005)。The impact of customer relationship marketing on the firm performance: A Spanish case。The Journal of Services Marketing，19(4)，234-244。  new window
48.Fareena, S.、Merlin, C. S.(2000)。International service variants: Airline passenger expectations and perceptions of service quality。Journal of Service Marketing，14(3)，188-216。  new window
會議論文
1.Dwyer, F. R.、Lagace, R. R.(1986)。On the nature and role of buyer-seller trust。AMA summer educators conference。Chicago, IL：American Marketing Association。40-45。  new window
學位論文
1.賴基俊(2005)。服務品質、關係品質與顧客忠誠度關係之研究─以補習班為例(碩士論文)。大葉大學。  延伸查詢new window
圖書
1.王連生(2001)。幼兒教育研究。台北：五南。  延伸查詢new window
2.Sasser, W. E.、Wyckoff, D. D.、Olsen, R. P.(1987)。Management of service operation: Text and cases。New York, NY：Allyn and Bacon。  new window
3.邱皓政(2006)。結構方程式模式：LISREL 的理論、技術與應用。台北：雙葉。  延伸查詢new window
4.張衛族、許月梅、陳惠玲與褚淑純(2006)。幼兒課程發展與設計。台北：群英。  延伸查詢new window
5.Salamon, Lester M.(1992)。America's Nonprofit Sector: A Primer。New York, NY：Maryland：The Johns Hopkins University, The Foundation Center。  new window
6.Hatcher, L.(1994)。A step-by-step approach to use the SAS system for factor analysis and structural equation modeling。SAS Institute。  new window
7.Griffin, J.(1996)。Customer Loyalty: How to Earn It, How to Keep It。Simmon and Schuster Inc.。  new window
8.Lovelock, C. H.(1991)。Develop frameworks for understanding service marketing。New Jersey：Prentice Hall。  new window
9.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service: Balancing Customer Perceptions and Expectations。New York：Simon and Schuster。  new window
10.王保進(2002)。視窗版SPSS與行為科學研究。臺北市：心理。  延伸查詢new window
11.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1993)。Consumer Behavior。Dryden Press。  new window
 
 
 
 
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