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題名:探討金融海嘯影響下顧客信任度與顧客滿意度之中介效果
書刊名:當代商管研究
作者:歐陽彥慧 引用關係
出版日期:2009
卷期:1:1
頁次:頁83-102
主題關鍵詞:金融海嘯服務品質信任關係顧客滿意度顧客忠誠度Financial tsunamiService qualityTrustCustomer satisfactionCustomer loyalty
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 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:0
  • 共同引用共同引用:25
  • 點閱點閱:30
期刊論文
1.Chang, K.、Ding, C. G.(1995)。The influence of culture on industrial buying selection criteria in Taiwan and mainland China。Industrial Marketing Management,24(4),277-284。  new window
2.劉宗哲(20061200)。推廣教育學員服務品質、服務價值與顧客滿意對顧客忠誠之影響。管理科學研究,3(2),25-44。new window  延伸查詢new window
3.Harris, L.C.、Goode, M.(2004)。e-Loyalty: A Study of Online Loyalty, Satisfaction, Value, Service Quality and Trust。Journal of Retailing,80(4),139-158。  new window
4.Harris, L. C.、Ogbonna, E.(2008)。The dynamics underlying service firm-customer relationships: Insights from a study of English Premier League soccer fans。Journal of Service Research,10(4),382-399。  new window
5.Burton, Suzan、Sheather, Simon、Roberts, John(2003)。Reality of Perception ? The Effect of Actual and Percepted Performance on Satisfaction and Behavioral Intention。Journal of Service Resarch,5(4),292-302。  new window
6.Jacobs, R. S.、Hyman, M. R.、McQuitty, S.(2001)。Exchange-specific self-disclosure, social self-disclosure, and personal selling。Journal of Marketing Theory and Practice,9(1),48-62。  new window
7.Olsen, Line Lervik、Johnson, Michael D.(2003)。Service equality, satisfaction, and loyalty: from transaction-specific to cumulative evaluations。Journal of Service Research,5(3),184-195。  new window
8.Coulter, Keith S.、Coulter, Robin A.(2002)。Determinants of trust in a service provider: The moderating role of length of relationship。Journal of Services Marketing,16(1),35-50。  new window
9.Ranaweera, C.、Prabhu, J.(2003)。On the relative importance of customer satisfaction and trust as determinants of customer relation and positive word of mouth。Journal of Targeting, Measurement and Analysis of Marketing,12(1),82-90。  new window
10.Tian-Cole, Shu、Crompton, J. L.、Willson, V. L.(2002)。An empirical investigation of the relationships between service quality, satisfaction and behavioral intentions among visitors to a wildlife refuge。Journal of Leisure Research,34(1),1-24。  new window
11.Chiou, Jyh-Shen、Droge, Cornelia、Hanvanich, Sangphet(2002)。Does Customer Knowledge Affect How Loyalty is Formed?。Journal of Service Research,5(2),113-124。  new window
12.謝依靜、吳嘉慧(20040800)。金融服務業顧客關係利益與忠誠度之探討。臺灣管理學刊,4(2),225-249。new window  延伸查詢new window
13.Jap, S. D.(2001)。The strategic role of the salesforce in developing customer satisfaction across the relationship lifecycle。Journal of Personal Selling and Sales Management,21(2),95-108。  new window
14.Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review,78(4),105-113。  new window
15.Caruana, A.(2002)。Service loyalty: the effects of service quality and the mediating role of customer satisfaction。European Journal of Marketing,36(7/8),811-828。  new window
16.Verhoef, Peter C.(2003)。Understanding the effect of customer relationship management efforts on customer retention and customer share development。Journal of marketing,67(4),30-45。  new window
17.Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer trust, value, and loyalty in relational exchanges。The Journal of Marketing,66(1),15-37。  new window
18.Flott, Leslie W.(2002)。Customer Satisfaction。Metal Finishing,100(1),58-63。  new window
19.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
20.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science,28(1),150-167。  new window
21.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。  new window
22.Bloemer, Josée、Odekerken-Schröder, Gaby(2002)。Store satisfaction and store loyalty explained by customer and store-related factors。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,15(1),68-80。  new window
23.Hellier, Phillip K.、Geursen, Gus M.、Carr, Rodney A.、Rickard, John A.(2003)。Customer repurchase intention: A general structural equation model。European Journal of Marketing,37(11/12),1762-1800。  new window
24.Wakefield, Robin L.(20010800)。Service quality。The CPA Journal,71(8),58-60。  new window
25.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
26.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
會議論文
1.黃明政、莊英慎、林水順(2004)。銀行業服務品質與顧客忠誠度之相關分析。台中:國立勤益技術學院。  延伸查詢new window
學位論文
1.陳方元(2006)。台灣地區航空公司顧客關係利益與忠誠度關係之研究(博士論文)。國立成功大學。new window  延伸查詢new window
2.溫永松(2009)。值得信賴、信任、價值、滿意度與忠誠度關係之研究--以國際航空旅客為例(博士論文)。國立臺北大學。new window  延伸查詢new window
圖書
1.Kolter, P.(2000)。Market Management: Analysis,Planning,Implementation and Control。New Jersey:Prentice-Hall Inc.。  new window
2.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
3.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
4.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
5.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
6.石村貞夫、陳耀茂(2005)。多變量分析的SPSS使用手冊。臺北:鼎茂圖書出版有限公司。  延伸查詢new window
 
 
 
 
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