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題名：壽險經紀人企業形象與服務補救對顧客忠誠度之實證研究
書刊名：保險專刊
作者：李珍穎 引用關係／劉晏如
作者(外文)：Lee, Chen-ying／Liu, Yan-ru
出版日期：2014
卷期：30:1
頁次：頁107-136
主題關鍵詞：壽險經紀人；企業形象；服務補救；顧客忠誠度；Life insurance broker；Corporate image；Service recovery；Customer loyalty
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:2
  • 共同引用共同引用:44
  • 點閱點閱:10
本研究旨在探討壽險經紀人企業形象、服務補救對顧客忠誠度之關係。藉由立意抽樣取得251份顧客的有效問卷，有效問卷回收率為71.7%，採用複迴歸分析來檢定研究假說。研究結果發現：(1)壽險經紀人企業形象對顧客滿意與顧客忠誠度有顯著正向影響。(2)壽險經紀人服務補救對顧客滿意與顧客忠誠度亦有顯著正向影響。(3)顧客滿意分別在壽險經紀人企業形象、服務補救對顧客忠誠度具有部份中介影響效果。本研究結果對台灣壽險經紀人具有實務之應用。
This study aims to investigate the corporate image of the life insurance brokers and their service recovery on customer loyalty. By using purposive sampling, this study retrieved a total of 251 effective samples, the effective respond rate was 71.7%. Multiple regression analyses were then applied to test the hypotheses. The research findings are as follows: (1) the corporate image of life insurance brokers has significant and positive effects on customer satisfaction and customer loyalty; (2) the life insurance brokers’ service recovery has significant and positive impacts on customer satisfaction and customer loyalty; (3) customer satisfaction has a partial mediating effect among the life insurance brokers’ corporate image, service recovery and customer loyalty. Our empirical results have practical implications for life insurance brokers in Taiwan.
期刊論文
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會議論文
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研究報告
1.張育維(2011)。服務補救、補救後滿意度、整體滿意度及忠誠度關係之研究--以航空業為例。  延伸查詢new window
學位論文
1.黃素菁(2007)。企業形象、服務品質與消費者再購買意願關係之研究--以I壽險公司為例(碩士論文)。國立高雄應用科技大學，高雄。  延伸查詢new window
2.李守蕾(2008)。補教業服務品質、企業形象、價格認知與顧客滿意度關係之研究--以才藝補習班為例(碩士論文)。國立中山大學。  延伸查詢new window
3.鍾欣蘭(2008)。服務品質、企業形象與顧客滿意度之關聯性研究--以台灣銀行業為例(碩士論文)。國立成功大學。  延伸查詢new window
4.宋秀珠(2009)。游泳俱樂部企業形象、服務品質、知覺價值與顧客滿意度、顧客忠誠度之關係研究(碩士論文)。樹德科技大學。  延伸查詢new window
5.黃純璽(2004)。服務補救與關係品質對顧客忠誠度之影響(碩士論文)。真理大學。  延伸查詢new window
6.陳鉦達(2002)。企業形象、服務補救期望與補救後滿意度關係之研究(碩士論文)。中國文化大學。  延伸查詢new window
7.林哲聰(1996)。我國人身保險輔助人經營所面臨問題及經營成功關鍵因素之研究(碩士論文)。逢甲大學。  延伸查詢new window
8.李昀諮(2013)。關係連結方式之品牌關係、顧客關係、與夥伴關係模式─以國際保險經紀人公司為例(碩士論文)。大葉大學。  延伸查詢new window
9.李育葶(2006)。壽險公司保戶抱怨與其補救行為之研究(碩士論文)。朝陽科技大學。  延伸查詢new window
10.許玉淑(2010)。壽險業務員服務失誤類型與服務補救策略關係之研究--以關係類型、壓力因應策略為干擾變項(碩士論文)。朝陽科技大學。  延伸查詢new window
11.馮淑美(2005)。服務補救、認知公平與顧客行為意圖之探討：以信用卡持卡人為例(碩士論文)。銘傳大學。  延伸查詢new window
12.魏姿函(2013)。服務補救、認知公平、期望不一致對補救後滿意度、消費者忠誠度之研究--以服務失誤為干擾變項(碩士論文)。南華大學。  延伸查詢new window
13.李明樺(2006)。服務品質、價格認知、企業形象、顧客滿意與顧客忠誠關係之研究－以香料業為例(碩士論文)。東吳大學。  延伸查詢new window
圖書
1.Cram, T.(2001)。Customers That Count。London：Pearson Education。  new window
2.張紹勳(2008)。研究方法：理論與統計。臺中：滄海書局。  延伸查詢new window
3.Griffin, J.(1997)。Customer Loyalty: How to Earn It, How to Keep It。New York, NY：Lexington Books。  new window
4.林建煌(2012)。服務行銷與管理。台北：華泰文化事業股份有限公司。  延伸查詢new window
5.金管會保險局(2013)。保險市場重要指標。台北：金融監督管理委員會保險局。  延伸查詢new window
6.邱皓政(2008)。量化研究與統計分析。臺北：五南。  延伸查詢new window
7.Peter, J. Paul、Olson, Jerry C.(1987)。Consumer behavior: Marketing Strategy Perspectives。Richard D. Irwin, Inc.。  new window
8.Walters, Charles G.(1978)。Consumer behavior: An integrated framework。Richard D. Irwin Inc.。  new window
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10.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate Data Analysis。Prentice-Hall。  new window
圖書論文
1.Keller, K. L.(2000)。Building and managing corporate brand equity。The Expressive Organization: Linking Identity, Reputation, and the Corporate Brand。London：Oxford University Press。  new window
 
 
 
 
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