關係利益、關係品質與關係產出整合模型之研究--不同服務業種類之驗證_

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題名：	關係利益、關係品質與關係產出整合模型之研究--不同服務業種類之驗證
書刊名：	行銷科學學報
作者：	蕭至惠／吳宏文／蔡進發
作者(外文)：	Hsiao, Chih-hui／Wu, Ho-mer／Tsai, Chin-fa
出版日期：	2009
卷期：	5:1
頁次：	頁35-78
主題關鍵詞：	關係利益；品質關係；關係產出；Relationship benefits；Relationship quality；Relationship outcomes
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(2) 博士論文(3) 專書(0) 專書論文(0) 排除自我引用:1 共同引用:3 點閱:13

本研究嘗試將服務業種類當作Hennig-Thurau, Gwinner, and Gremler（2002）等人提出整合模型之區隔變數，探討不同的服務業種類是否會對該整合模型造成影響。本研究根據Bowen（1990）提出的服務業分類方式，依照專家意見法結果，分別選出「美容或美髮」、「商業銀行」與「復健診所」當作各自服務業群組的代表性產業進行問卷調查，然後以線性結構方程模式進行假設的驗證。研究發現，三種服務業群組中的「中等接觸、標準化服務」群組比較不適用解釋Hennig-Thuraus et al.（2002）的整合模型。本研究結果推得服務業種類差異確實會對Hennig-Thuraus et al.（2002）的整合模型造成影響。

以文找文

The motivation for such average sampling might be that Hennig-Thuraus et al. conjecture that service types have an impact on their integrated model. By assuming that service types are segmentation variables to Hennig-Thuraus' integrated model, this study discusses whether different service types have an impact on Hennig-Thuraus' integrated model. Based on the expert opinion methods, three representative service industries, including beauticians or hairdressers, retailing banking, and exercise clinics, are picked respectively from Bowen's three categories. This study also finds that service industries belongs to the first two categories of Bowen's three categories fit better into Hennig-Thuraus' integrated model than do those belong to the third category. Our conclusion is that different service types have an impact on Hennig-Thuraus' integrated model.

以文找文

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學位論文
1.	劉世禮(2003)。關係利益與關係品質對關係結果的影響--個人屬性的干擾效果(碩士論文)。東海大學，臺中市。延伸查詢
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3.	許玲毓(2004)。品牌形象利益、關係利益與品牌忠誠度關係之研究--以品牌關係品質、關係品質為中介變項(碩士論文)。國立中興大學。延伸查詢
4.	彭鈺惠(2004)。銀行業共同基金關係行銷之研究(碩士論文)。朝陽科技大學。延伸查詢

圖書
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圖書論文
1.	McCallum, R. J.、Harrison, W.(1985)。Interdependence in the Service Encounter。The Service Encounter: Managing Employee/Customer Interaction in Service Businesses。Lexington, MA：A. Lexington Books。
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