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題名：服務業顧客價值構念之研究
書刊名：企業管理學報
作者：劉財龍 引用關係／郭嘉珍
作者(外文)：Liu, Tsai-lung／Kuo, Chia-chen
出版日期：2012
卷期：92
頁次：頁39-61
主題關鍵詞：顧客價值；服務業；百貨公司；便利商店；量販店；Customer value；Service industry；Department store；Convenient store；Hypermarket
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(1) 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:63
  • 點閱點閱:197
為補足先前研究探討服務業顧客價值構念之缺口，本研究目的旨在彙整不同觀點之顧客價值文獻與衡量構面，並對國內服務業不同業種進行問卷調查與資料分析，以瞭解不同業種之受測者（顧客）對顧客價值不同構面所產生之認知差異性為何。本研究針對高屏及台南地區之百貨公司、便利商店及量販店等三大不同服務業業種的顧客進行抽樣調查，總共取得450份問卷。研究結果發現，顧客價值之不同變數（含功能價值、社會價值、情感價值、認知價值、情境價值、主動動價值、享樂價值）在百貨公司、便利商店及量販店等不同服務業公司之顧客之平均值有所差異。另外，百貨公司、便利商店及量販店等服務業公司在顧客價值各自不同變數之平均值亦有所差異。進一步地，本研究發現百貨公司、便利商店及量販店等三大服務業業種合計之平均值分析結果，情境價值最高，功能價值次之，其次依序為主動價值、享樂價值、情感價值、社會價值，及認知價值。此些研究結果，可作為建構服務業顧客價值關鍵因素之參考依據。最後，本研究提出管理意涵、命題發展，及針對服務業者提出七項如何提升服務業顧客價值之經營管理策略相關建議。
To bridge the gap of past studies in the customer value construct of service industry, the purpose of this research is attempting to summarize literature and dimensions of different perspectives of customer value. Besides, this research attempts to investigate the customers of domestic service industry and understand the customer's perceived difference of customer value. Empirical analysis was then performed based on the sample data of 450 questionnaires collected from the customers of department store, convenient store, and hypermarket of Kaohsiung, Pingtung and Tainan area in Taiwan. The results revealed that: there is mean different customer's perceived difference of department store, convenient store, and hypermarket in different customer value variables (i.e. functional value, social value, emotional value, cognitive value, situational value, aggressive value and enjoyable value). In addition, there is also customer's perceived difference of different customer value variables in department store, convenient store, and hypermarket. Furthermore, this research found that the mean priority (i.e. situational value, functional value, aggressive value, enjoyable value, emotional value, social value and cognitive value) of each dimension of customer value of department store, convenient store, and hypermarket of service industry. These research results can provide the reference of key factor of increasing service industrial customer value. Finally, this research provides managerial implications, proposition developments and seven suggestions of strategic management for increasing customer value of service industry.
期刊論文
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2.任立中、陳靜怡(20070600)。顧客價值遷移路徑分析 : 馬可夫鏈模型。臺大管理論叢，17(2)，133-158。new window  延伸查詢new window
3.陶蓓麗、程瑞南(20060600)。網路購物顧客價值對顧客關係品質的影響之實証研究。中山管理評論，14(2)，517-549+314。new window  延伸查詢new window
4.張淑青(20050100)。顧客價值對顧客滿意與行為意圖影響的關鍵角色--學生實習餐廳之實證。朝陽商管評論，4(1)，63-86。new window  延伸查詢new window
5.林宜靜、陳禎祥、曾倫崇(20060900)。產品類型與實虛通路型態對顧客價值、顧客滿意度與忠誠度之影響。顧客滿意學刊，2(2)，121-159。new window  延伸查詢new window
6.Ines, R.、Mattania, T.、Hendriek, C. B.、Catharina, E. J.、Huibert, T. D.(2002)。Selection Bias Due to Non-Response in a Health Survey among Patients with Rheumatoid Arthritis。European Journal of Public Health，12(2)，131-135。  new window
7.Manyiwa, Simon、Crawford, Ian(2002)。Determining Linkages between Consumer Choices in a Social Context and the Consumer's Values: A Means-end Approach。Journal of Consumer Behaviour: An International Research Review，2(1)，54-70。  new window
8.黃淑琴、陳姿君(20071000)。租書休閒活動之顧客價值內涵：區域與性別觀點。管理與系統，14(4)，603-621。new window  延伸查詢new window
9.張宏生、林璐安(200706)。不同顧客價值傾向下旅館服務補救對顧客滿意的影響。行銷評論，4(2)，137-162。new window  延伸查詢new window
10.張淑青、鍾育明(20051200)。遊客多構面知覺價值、整體顧客價值與後續行為意圖的關係--年齡的干擾效果。企業管理學報，67(4)，105-136。new window  延伸查詢new window
11.Wang, Y.、Lo, H. P.、Chi, R.、Yang, Y.(2004)。An integrated framework for customer value and customer-relationship-management performance: A customer-based perspective from China。Managing Service Quality: an International Journal，14(2/3)，169-182。  new window
12.Weinstein, A.(2002)。Customer-specific strategies customer retention: a usage segmentation and customer value approach。Journal of Targeting, Measurement and Analysis for Marketing，10(3)，259-268。  new window
13.de Ruyter, K.、Wetzels, M.、Lemmink, J.、Mattsson, J.(1997)。The Dynamics of The Service Delivery Process: A Value-Based Approach。International Journal of Research in Marketing，14(3)，231-243。  new window
14.Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer Trust, Value, and Loyalty in Relational Exchanges。Journal of Marketing，66(1)，15-37。  new window
15.Huber, F.、Herrmann, A.、Morgan, R. E.(2001)。Gaining Competitive Advantage through Customer Value Oriented Management。The Journal of Consumer Marketing，18(1)，41-53。  new window
16.Armstrong, J. S.、Overton, T. S.(1977)。Estimating non-response bias in mail survey。Journal of Marketing Research，14(3)，396-402。  new window
17.Holbrook, Morris B.、Hirschman, Elizabeth C.(1982)。The experiential aspects of consumptions: consumer fantasies, feelings and fun。Journal of Consumer Research，9(2)，132-140。  new window
18.Jap, S. D.、Ganesan, S.(2000)。Control Mechanisms and the Relationship Life Cycle: Implications for Safeguarding Specific Investment and Developing Commitment。Journal of Marketing Research，37(2)，227-245。  new window
19.Babin, Barry J.、Darden, William R.、Griffin, Mitch(1994)。Work and/or fun: Measuring hedonic and utilitarian shopping value。Journal of Consumer Research，20(4)，644-656。  new window
20.Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science，25(2)，139-153。  new window
21.Colombo, Richard、Jiang, Weina(1999)。A Stochastic RFM Model。Journal of Interactive Marketing，13(3)，2-12。  new window
22.Holbrook, Morris B.(2006)。Consumption experience, customer value, and subjective personal introspection: An illustrative photographic essay。Journal of Business Research，59(6)，714-725。  new window
23.Holbrook, Morris B.(1996)。Customer Value: A Framework for Analysis and Research。Advances in Consumer Research，23(1)，138-142。  new window
24.Park, Cheol W.(2004)。Efficient or enjoyable? Consumer values of eating -out and fast food restaurant consumption in Korea。International Journal of Hospitality Management，23(1)，87-94。  new window
25.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
26.Hinkin, Timophy R.(1998)。A Brief Tutorial on the Development of Measures for Use in Survey Questionnaire。Organizational Research Methods，1(1)，104-121。  new window
27.Sheth, Jagdish N.、Newman, Bruce I.、Gross, Barbara L.(1991)。Why We Buy What We Buy: The Theory of Consumption Value。Journal of Business Research，22(2)，159-170。  new window
28.蘇建誠(2007)。自然美生物科技有限公司創造顧客價值之研究。品質月刊，43(5)，17-22。  延伸查詢new window
29.郭瑞祥、蔣明晃、陳宏毅(2004)。顧客價值分析之隨機模型建立及實證。管理學報，21(5)，675-692。new window  延伸查詢new window
30.何淑熏、柯盈吟、黃瓊慧(2007)。從網路銀行自助服務探討創新對顧客價值之影響。電子商務研究，5(4)，463-484。new window  延伸查詢new window
31.Butz, H. E.、Goodstein, D. L.(1996)。Measuring Consumer Value: Gaining the Strategic Advantage。Organizational Dynamics，24(4)，63-77。  new window
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33.Lin, C. H.、Peng, C. H.(2005)。The Cultural Dimension of Technology Readiness on Customer Value in Technology-Based Services Encounters。Journal of American Academy of Business，7(1)，176-181。  new window
圖書
1.經濟部統計處(2006)。商業動態統計年報。台北：經濟部。  延伸查詢new window
2.Hughes, A. M.(2000)。Strategic Database Marketing: The Masterplan for Starting and Managing a Profitable, Customer-based Marketing Program。McGraw-Hill。  new window
3.Gale, Bradley T.、Wood, Robert Chapman(1994)。Managing Customer Value: Creating Quality and Service that Customers Can See。New York：The Free Press。  new window
4.Monroe, Kent B.(1990)。Pricing : Marketing Profitable Decisions。McGraw-Hill Publishing Company。  new window
5.Woodruff, R. B.、Gardial, S. F.(1996)。Know Your Customer: New Approaches to Customer Value and Satisfaction。Blackwell。  new window
6.Day, George S.(1990)。Market driven strategy: processes for creating value。Free Press。  new window
圖書論文
1.Holbrook, Morris B.(1994)。The nature of customer value: An axiology of services in the consumption experience。Service quality: New directions in theory and practice。Sage Publications。  new window
 
 
 
 
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