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題名:電信解除管制後新產品服務知覺品質、服務等候、企業形象與知覺價值對消費者行為意向之影響--臺灣三大電信公司服務競爭模型之比
書刊名:電子商務學報
作者:王明坤黃國平 引用關係
作者(外文):Wang, Ming-kuenHwang, Kevin P.
出版日期:2011
卷期:13:2
頁次:頁303-338
主題關鍵詞:知覺服務品質服務等候知覺價值服務競爭行為企業形象結構方程模式Perceived quality of new product servicesWaiting experiencePerceived valueServices competitive behaviorCorporate imageSEM
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:55
  • 點閱點閱:90
期刊論文
1.Hightower, R.、Brady, M. K.、Baker, T. L.(2002)。Investigation the Role of the Physical Environment in Hedonic Service Consumption: An Exploratory Study of Sporting Events。Journal of Business Research,55(2),697-707。  new window
2.Leclerc, F.、Schmitt, B.、Dubé, L.(1995)。Waiting time and decision making: is time like money?。Journal of Consumer Research,22(1),110-119。  new window
3.Sueyoshi, T.(1998)。Privatization of Nippon telegraph and telephone: What is a good policy decision?。European Journal of Operation Research,107(1),45-61。  new window
4.Jones, P.、Peppiatt, E.(1996)。Managing Perceptions of Waiting Times in Service Queues。International Journal of Service Industry Management,7(5),47-61。  new window
5.Ganesh, Jaishankar、Arnold, Mark J.、Reynolds, Kristy E.(2000)。Under Standing the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers。Journal of Marketing,64(3),65-87。  new window
6.Neal, W. D.(1999)。Satisfaction is Nice, But Value Drive Loyalty。Marketing Research,11(1),20-23。  new window
7.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
8.Robert, C.、Probst, T.、Martocchio, J.、Drasgow, F.、Lawler, J.(2000)。Empowerment and Continuous Improvement in the United States, Mexico, Poland, and India: Predicting Fit on the Basis of the Dimensions of Power Distance and in Dividualism。Journal of Applied Psychology,85(5),643-658。  new window
9.Taylor, S. A.(1994)。Waiting for service: The relationship between delays and evaluations of service。Journal of Marketing,58(2),56-69。  new window
10.Ferris, G. R.、Hochwarter, W. A.、Buckley, M. R.、Harrell-Cook, G.、Frink, D. D.(1999)。Human resource management: Some new directions。Journal of Management,25(3),385-415。  new window
11.Boulding, William、Kirmani, Amna(1993)。A Consumer-side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?。Journal of Consumer Research,20(1),111-123。  new window
12.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
13.Grewal, D.、Monroe, K. B.、Krishnan, R.(1998)。The effects of price-comparisons advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions。Journal of Marketing,62(2),46-59。  new window
14.Steenkamp, Jan-Benedict E. M.(1990)。Conceptual Model of the Quality Perception Process。Journal of Business Research,21(4),309-333。  new window
15.Andreassen, T. W.(1999)。What drives customer loyalty with complaint resolution。Journal of Service Research,1(4),324-332。  new window
16.Bagozzi, R. P.、Yi, Y.(1988)。On the Use of Structural Equation Model in Experimental Designs。Journal of Marketing Research,26(1),271-284。  new window
17.Voss, Glenn B.、Parasuraman, A.、Grewal, Dhruv(1998)。The roles of price, performance, and expectations in determining satisfaction in service exchanges。Journal of Marketing,62(4),46-61。  new window
18.Hornik, J.(1984)。Subjective vs. objective time measures: A note on the perception of time in consumer behavior。Journal of Consumer Research,11(1),615-618。  new window
19.Athanassopoulos, A. D.(2000)。Customer satisfaction cues to support market segmentation and explain switching behavior。Journal of Business Research,47(3),191-207。  new window
20.林義屏、黃俊英、董玉娟(20040100)。市場導向、組織學習、組織創新與組織績效間關係之研究:以科學園區資訊電子產業為例。管理評論,23(1),101-134。new window  延伸查詢new window
21.Andreassen, Tor Wallin、Lindestad, Bodil(1998)。The Effect of Corporate Image in the Formation of Customer Loyalty。Journal of Service Research,1(1),82-92。  new window
22.Baker, Julie、Parasuraman, A.、Grewal, Dhruv、Voss, Glenn B.(2002)。The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions。Journal of Marketing,66(2),120-141。  new window
23.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。  new window
24.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。  new window
25.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
26.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
27.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
28.Peltier, J. W.、Westfall, J. E.(2000)。Dissecting the HMO-benefits managers relationship: What to measure and why?。Marketing Health Services,20(2),4-13。  new window
29.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。  new window
30.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
31.Day, George S.(2000)。Managing Market Relationships。Journal of the Academy of Marketing Science,28(1),24-30。  new window
32.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management,12(4),531-544。  new window
33.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review,61(5),64-75。  new window
34.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
35.周逸衡、黃毓瑩、陳華寧、楊俊明(20060600)。情緒類別及等待發生時點對等待時間知覺的影響。中山管理評論,14(2),487-516+313。new window  延伸查詢new window
36.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
37.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。  new window
38.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effect of Price, Brand, and Store Information on Buyers' Product Evaluations。Journal of Marketing Research,28(3),307-319。  new window
39.賴勇成、姚明華、賈仲雍、陳炫蒼、曾寶漢、梁原誠(2002)。行政通訊號碼可攜之研究。電信研究,32(5),587-607。  延伸查詢new window
40.Hui, M. K.、Tse, D. K.(1996)。What to tell consumer in waits of different length: An integrative model of service evaluation。Journal of Marketing,60(2),81-90。  new window
41.Kumar, P.、Kalwani, M.、Dada, M.(1997)。The impact of waiting time guarantees consumers waiting experience。Marketing Science,16(4),295-314。  new window
42.Mowen, J.、Licate, J.、McPhail, J.(1993)。Waiting in the emergency room: how to improve patient satisfaction。Journal of Health Care Marketing,13(2),26-33。  new window
43.Sampson, P.(1970)。Can consumers create new products?。Journal of the marketing research society,12(1),40-52。  new window
44.Thompson, D.、Yarnould, R.(1995)。Relating ration satisfaction to waiting time perceptions: The disconfirmation paradigm。Journal of Academic Emergency Medicine,2(12),1057-1062。  new window
會議論文
1.Monroe, Grewal, H.、Larry D. C.(1991)。The concept of reference prices: Theoretical justifications and research issues。Chicago。  new window
研究報告
1.Dube-Rioux, L.、Schmitt, B. H.、Leclerc, F.(1995)。Consumers? reactions to waiting: when delays affect the perception of service quality。Prove UT。  new window
學位論文
1.Chang, S.-C.(2000)。A Study on the Effects of Price Perception on Customer Satisfaction in Tourism,Taiwan。  new window
2.呂堂榮(2002)。國道客運業服務品質、顧客滿意度與移轉障礙對消費者行為意向之影響(碩士論文)。國立交通大學。  延伸查詢new window
圖書
1.Dillon, W. R.、Goldstein, M.(1984)。Multivariate analysis。New York:Wiley。  new window
2.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumber behavior。Forth Worth, Texas:Dryden Press。  new window
3.Mckain, S.(2005)。What customers really want。Nashville:Thomas Nelson Inc.。  new window
4.Cook, P.、Kirkpatric, C.(2005)。Privatization policy and performance: International perspective。Prentice-Hall/Harvester Wheatsheaf。  new window
5.樓永堅(2003)。客服中心品質管理與顧客滿意度之關係--以信用卡為例。臺灣客服中心發展協會CCMBA。  延伸查詢new window
6.Guieford, J. P.(1965)。Fundamental statistics in phychology and education。N.Y:McGramn-Hill。  new window
7.Kerlinger, F. N.(1986)。Foundations of Behavior Research。NY。  new window
8.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ:Prentice-Hall。  new window
9.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York:The Free Press。  new window
10.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
 
 
 
 
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