:::

詳目顯示

回上一頁
題名:Why do Some Business Relationships Persist Despite Dissatisfaction? A Social Exchange Review
書刊名:Asia Pacific Management Review
作者:Yanamandram, VenkataWhite, Lesley
出版日期:2012
卷期:17:3
頁次:頁301-320+a9
主題關鍵詞:社會交換理論不滿客戶公對公服務Social exchange theoryDissatisfied customerBusiness-to-businessService
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(1) 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:1
  • 共同引用共同引用:0
  • 點閱點閱:64
期刊論文
1.Colgate, M.、Stewart, K.、Kinsella, R.(1996)。Customer Defection: A study of the student market in Ireland。The International Journal of Bank Marketing,14(3),23-29。  new window
2.Verhoef, Peter C.、Franses, Philip Hans、Hoekstra, Janny. C.(2002)。The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multi-service Provider: Does Age of Relationship Matter?。Journal of the Academy of Marketing Science,30(3),202-216。  new window
3.Drigotas, S. M.、Rusbult, Caryl E.(1992)。Should I stay or should I go? A dependence model of breakups。Journal of Personality and Social Psychology,62,62-87。  new window
4.Rusbult, C. E.、Martz, J. M.、Agnew, C. R.(1998)。The investment model scale: Measuring commitment level, satisfaction level, quality of alternatives, and investment size。Personal Relationships,5(4),357-391。  new window
5.Vázquez-Carrasco, R.、Foxall, G. R.(2006)。Positive vs. negative switching barriers: The influence of service consumers' need for variety。Journal of Consumer Behavior,5(4),367-379。  new window
6.Lam, S. Y.、Shankar, V.、Erramilli, M. K.(2004)。Switching Costs: An Illustration from A Business-to-business Service Context。Journal of the Academy of Marketing Science,32(3),293-311。  new window
7.Roos, I.(1999)。Switching Processes in Customer Relationships。Journal of Service Research,2(1),68-85。  new window
8.Wieringa, J. E.、Verhoef, P. C.(2007)。Understanding customer switching behavior in a liberalizing service market。Journal of Service Research,10(2),174-186。  new window
9.Homburg, Christian、Fürst, Andreas(2005)。How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach。Journal of Marketing,69(3),95-114。  new window
10.Tähtinen, J.、Vaaland, T. I.(2006)。Business Relationships Facing the End: Why Restore Them?。Journal of Business & Industrial Marketing,21(1),14-23。  new window
11.Keaveney, S. M.、Parthasarathy, M.(2001)。Customer switching behavior in online services: an exploratory study of the role of selected attitudinal, behavioral, and demographic factors。Journal of the Academy of Marketing Science,29(4),374-390。  new window
12.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
13.Gustafsson, Anders、Johnson, Michael D.、Roos, Inger(2005)。The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention。Journal of Marketing,69(4),210-218。  new window
14.Burnham, T. A.、Frels, J. K.、Mahajan, V.(2003)。Consumer switching costs: a typology, antecedents, and consequence。Journal of the Academy of Marketing Science,31(2),109-126。  new window
15.Stewart, K.(1998)。An Exploration of Customer Exit in Retail Banking。The International Journal of Bank Marketing,16(1),6-14。  new window
16.Baron, R. M.、Kenny, D. A.(198612)。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
17.Colgate, Mark、Lang, Bodo(2001)。Switching barriers in consumer markets: An investigation of the financial services industry。Journal of Consumer Marketing,18(4),332-347。  new window
18.White, Lesley、Yanamandram, Venkat(2004)。Why Customers Stay: Reasons and Consequences of Inertia in Financial Services。Managing Service Quality,14(2/3),183-194。  new window
19.Ouchi, W. G.(1980)。Market, bureaucracies, and clans。Administrative Science Quarterly,25(1),129-141。  new window
20.Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research,36(3),356-372。  new window
21.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
22.Sengupta, S.、Krapfel, R. E.、Pusateri, M. A.(1997)。Switching Costs in Key Account Relationships。Journal of Personal Selling and Sales Management,17(4),9-16。  new window
23.Rusbult, C. E.(1980)。Commitment and satisfaction in romantic associations: A test of the investment model。Journal of Experimental Social Psychology,16(2),172-186。  new window
24.Bansal, Harvir S.、Irving, P. Gregory、Taylor, Shirley F.(2004)。A three-component model of customer commitment to service providers。Journal of the Academy of Marketing Science,32(3),234-250。  new window
25.Young, L.、Denize, S.(1995)。A concept of commitment: Alternative views of relational continuity in business service relationships。Journal of Business & Industrial Marketing,10(5),22-37。  new window
26.Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2000)。Switching barriers and repurchase intentions in services。Journal of Retailing,76(2),259-274。  new window
27.Cater, B.、Zabkar, V.(2009)。Antecedents and Consequences of Commitment in Marketing Research Services: The Client's Perspective。Industrial Marketing Management,38(7),785-797。  new window
28.Alajoutsija, K.、Mouller, K.、Tahtinen, J.(2000)。Beautiful exit: How to leave your business partner。European Journal of Marketing,34(11/12),1270-1289。  new window
29.Halinen, A.、Tähtinen, J.(2002)。A process theory of relationship ending。International Journal of Service Industry Management,13(2),163-180。  new window
30.Ping, Robert A. Jr.(1993)。The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect。Journal of Retailing,69(3),320-352。  new window
31.Ping, R. A. Jr.(1994)。Does satisfaction moderate the association between alternative attractiveness and exit intention in a marketing channel?。Journal of the Academy of Marketing Science,22(4),364-371。  new window
32.Antón, C.、Camarero, C.、Carrero, M.(2007)。The Mediating Effect of Satisfaction on Consumers' Switching Intention。Psychology and Marketing,24(6),511-538。  new window
33.Geyskens, Inge、Steenkamp, Jan-Benedict E. M.、Scheer, Lisa K.、Kumar, Nirmalya(1996)。The Effects of Trust and Interdependence on Relationship Commitment: A Trans-Atlantic Study。International Journal of Research in Marketing,13(4),303-317。  new window
34.Gilliland, David I.、Bello, Daniel C.(2002)。Two sides to attitudinal commitment: The effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels。Journal of the Academy of Marketing Science,30(1),24-43。  new window
35.Gounaris, S. P.(2005)。Trust and commitment influences on customer retention: Insights from business-to-business services。Journal of Business Research,58(2),126-140。  new window
36.Jones, Michael A.、Mothersbaugh, David L.、Beatty, Sharon E.(2002)。Why Customers Stay: Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes。Journal of Business Research,55(6),441-450。  new window
37.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
38.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
39.Heide, Jan B.、Weiss, Allen M.(1995)。Vendor Consideration and Switching Behavior for Buyers in High-Technology Markets。Journal of Marketing,59(3),30-43。  new window
40.Patterson, P. G.、Smith, T.(2003)。A cross-cultural study of switching barriers and propensity to stay with service providers。Journal of Retailing,79(2),107-120。  new window
41.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
42.Wilson, David T.(1995)。An integrated model of buyer-seller relationships。Journal of the Academy of Marketing Science,23(4),335-345。  new window
43.Wathne, Kenneth H.、Biong, Harald、Heide, Jan B.(2001)。Choice of Supplier in Embedded Markets: Relationship and Marketing Program Effects。Journal of Marketing,65(2),54-66。  new window
44.Coleman, James S.(1988)。Social capital in the creation of human capital。American Journal of Sociology,94(suppl.),S95-S120。  new window
45.Bansal, H. S.、Taylor, S. F.、James, Y. S.(2005)。Migrating to new service providers: Toward a unifying framework of consumers' switching behaviors。Journal of the Academy of Marketing Science,33(1),96-115。  new window
46.Richins, M.J.(1987)。A multivariate analysis of responses to dissatisfaction。Journal of the Academy of Marketing Science,15(3),24-31。  new window
47.Rowley, J.、Dawes, J.(2000)。Disloyalty: A closer look at non-loyals。Journal of Consumer Marketing,17(6),538-547。  new window
48.Rusbult, C. E.、Martz, J. M.(1995)。Remaining in an abusive relationship: An investment model analysis of nonvoluntary commitment21(6),558-571。  new window
49.Sprecher, S.(1998)。Social exchange theories and sexuality。The Journal of Sex Research,35(1),32-43。  new window
50.Tidstrom, A.、Ahman, S.(2006)。The process of ending inter-organizational cooperation。Journal of Business and Industrial Marketing,21(5),281-290。  new window
51.Tuominen, P.、Kettunen, U.(2003)。To fade or not to fade? That is the question in customer relationships, too。Managing Service Quality,13(2),112-123。  new window
52.Yen, Y.X.、Horng, D.J.(2010)。Effects of satisfaction。trust and alternative attractiveness on switching intentions in industrial customers,8(1),82-101。  new window
53.Bansal, H.S.、Shirley F.T.(1999)。The service provider switching model (SPSM)。Journal of Service Research,2(2),200-218。  new window
54.Bogomolova, S.、Romaniuk, J.(2009)。Brand defection in a business-to-business financial service。Journal of Business Research,62,291-296。  new window
55.Bügel, M.S.、Buunk, A.P.、Verhoef, P.C.(2010)。A comparison of customer commitment in five sectors using the psychological investment model。Journal of Relationship Marketing,9,2-29。  new window
56.Colgate, M.、Hedge, R.(2001)。An investigation into the switching process in retail banking services。The International Journal of Bank Marketing,19(5),201-212。  new window
57.Colgate, M.、Tong, V.T.、Lee, C.K.、Farley, J.U.(2007)。Back from the brink: Why customers stay。Journal of Service Research,9(3),211-228。  new window
58.Colwell, S.R.、Hogarth-Scott, S.(2004)。The effect of cognitive trust on hostage relationships。Journal of Services Marketing,18(5),384-394。  new window
59.Coulter, R.、Ligas, M.(2000)。The long good-bye: The dissolution of customer-service provider relationships。Psychology and Marketing,17(8),669-695。  new window
60.Giller, C.、Matear, S.(2000)。The termination of interfirm relationships。Journal of Business and Industrial Marketing,15(2),94-112。  new window
61.Grønhaug, K.、Henjesand, I.J.、Koveland, A.(1999)。Fading relationships in buisness markets: An exploratory study。Journal of Strategic Marketing,7(3),175-190。  new window
62.Johnson, M. P.(1973)。Commitment: A conceptual structure and empirical application。Sociological Quarterly,14(3),395-406。  new window
63.Jones, M.A.、Reynolds, K.E.、Mothersgbaugh, D.L.、Beatty, S.E.(2007)。The positive and negative effects of switching costs on relational outcomes。Journal of Service Research,9(4),335-355。  new window
64.La, Khanh V.、Kandampully, J.(2004)。Market oriented learning and customer value enhancement through service recovery management。Managing Service Quality,14(5),390-401。  new window
65.Liu, A.H.(2006)。Customer value and switching costs in business services: Developing exit barriers through strategic value management。Journal of Business and Industrial Marketing,21(1),30-37。  new window
66.Noorderhaven, N.G.、Nooteboom, B.、Berger, H.(1998)。Determinants of perceived interfirm dependence in industrial supplier relations。Journal of Management and Governance,2(3),213-232。  new window
67.Panther, T.、Farquhar, J.D.(2004)。Consumer responses to dissatisfaction with financial service providers: An exploration of why some stay while others switch。Journal of Financial Services Marketing,8(4),343-353。  new window
圖書
1.Hirschman, Albert O.(1970)。Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States。Harvard University Press。  new window
2.Thibaut, John W.、Kelley, Harold H.(1959)。The Social Psychology of Groups。John Wiley & Sons, Inc.。  new window
3.Williamson, Oliver E.(1985)。The Economic Institutions of Capitalism: Firms Markets, Relational Contracting。Macmillan, Ltd:Free Press。  new window
4.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
5.Rusbult, C.E.、Coolsen, M.K.、Kirchner, J.L.、Clarke, J.A.(2006)。Commitment。The Cambridge handbook of personal relationships \\ Vangelisti, A.L. ; Perlman, D. (eds.)。Cambridge。  new window
6.Sabatelli, R.M.、Shehan, C.(1993)。Exchange and Resource Theories”。Sourcebook of Family Theories and Methods \\ Boss, P. ; Doherty, W. ; LaRossa, R. ; Schuum, W. ; Steinmetz, S. (eds.)。New York。  new window
7.Byers, S.E.、Wang, A.(2005)。Understanding sexuality in close relationships from the social exchange perspective。The Handbook of Sexuality in Close Relationships \\ Harvey, J.H. ; Wenzel, A. ; Sprecher, S. (eds.)。Mahwah, New Jersey。  new window
8.Levinger, G.(1979)。A social exchange view on the dissolution of pair relationships。Social exchange in developing relationships \\ Burgess, R.L. ; Huston, T.L. (eds.)。New York。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關博士論文
 
無相關書籍
 
無相關著作
 
無相關點閱
 
QR Code
QRCODE