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題名：探討企業社會責任與顧客滿意度之關係--以電信業為例
書刊名：績效與策略研究
作者：蔡明春／鄧建中／鄭青展 引用關係／邱宇文
作者(外文)：Tsai, Ming-chun／Teng, Chien-chung／Cheng, Ching-chan／Chiu, Yu-wen
出版日期：2014
卷期：11:1
頁次：頁65-88
主題關鍵詞：企業社會責任；顧客滿意度；歐洲顧客滿意指標；電信業；Corporate social responsibility；CSR；Customer satisfaction；European customer satisfaction index；ECSI；Telecommunications industry
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(2) 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:23
  • 點閱點閱:7
期刊論文
1.張培新(20090900)。企業社會責任的理論與實踐：以美體小舖為例。美容科技學刊，6(2)，85-102。  延伸查詢new window
2.Zairi, Mohamed、Peters, John(2002)。The impact of social responsibility on business performance。Managerial Auditing Journal，17(4)，174-178。  new window
3.Drumwright, M. E.(1994)。Socially Responsible Organizational Buying: Environmental Concern as a Noneconomic Buying Criterion。The Journal of Marketing，58(3)，1-19。  new window
4.Waddock, S.、Smith, N.(2000)。Corporate social responsibility audits: doing well by doing good。Sloan Management Review，41(2)，75-83。  new window
5.Ellen, P. S.、Mohr, Lois A.、Deborah, J. W.(2000)。Charitable Programs and the Retailer: Do they Mix。Journal of Retailing，76(3)，393-406。  new window
6.梁榮輝、陳湘菱(20080600)。臺灣北區信用卡發卡銀行顧客評價模式之研究。績效與策略研究，5(2)，33-47。new window  延伸查詢new window
7.黃營杉、齊德彰(20051200)。企業倫理、社會責任與慈善公益作為之研究--以臺灣高科技電子產業為例。人文暨社會科學期刊，1(2)，65-82。new window  延伸查詢new window
8.Brammer, S.、Millington, A.(2005)。Corporate reputation and philanthropy: an Empirical analysis。Journal of Business Ethics，61(1)，29-44。  new window
9.Oswald, S. L.、Turner, Dougla E.、Snipes, Robin L.、Bulter, Daniel(1998)。Quality Determinants and Hospital Satisfaction: Perceptions of the Facility and Staff Might Be Key Influencing Factors。Marketing Health Services，18(1)，18-22。  new window
10.Simpson, W. Gary、Kohers, Theodor(2002)。The Link Between Corporate Social and Financial Performance: Evidence from the Banking Industry。Journal of Business Ethics，35(2)，97-109。  new window
11.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
12.Shoemaker, Stowe、Lewis, Robert C.(1999)。Customer Loyalty: The Future of Hospitality Marketing。International Journal of Hospitality Management，18(4)，345-370。  new window
13.Liu, T. C.、Wu, L. W.(2009)。Customer Retention and Cross-buying in the Banking Industry: An integration of Service Attributes, Satisfaction and Trust。Journal of Financial Services Marketing，12(2)，132-145。  new window
14.Madrigal, Robert(2000)。The Influence of Social Alliances with Sports Teams on Intentions to Purchase Corporate Sponsors' Products。Journal of Advertising，29(4)，13-24。  new window
15.莊怡萱、魏文欽(2009)。企業社會責任、企業形象、消費者態度與行為意向關係之實證研究。International Journal of Lisrel，2(2)，1-21。  延伸查詢new window
16.Goldschmidt, N.、Chung, B. G.(2001)。Size does matter: The effect of organizational size on customer satisfaction。Journal of Quality Management，6(1)，47-60。  new window
17.(20120808)。二○一二天下企業公民獎。天下雜誌，503，70。  延伸查詢new window
18.趙順發、劉玉玲、魏秀麗(2011)。消費者對企業社會責任及責任消費的認知調查分析。現代商業，26，285-286。  延伸查詢new window
19.Dawkins, J.、Lewis, S.(2003)。CSR in Stakeholder Expectations: And Their Implication for Company Strategy。Journal of Business Ethics，44(2/3)，185-193。  new window
20.De Pelsmacker, P.、Janssens, W.、Sterckx, E.、Mielants, C.(2006)。Fair-Trade Beliefs, Attitudes and Buying Behaviour of Belgian Consumers。International Journal of Non-Profit and Voluntary Sector Marketing，11(2)，125-138。  new window
21.Frederick, William C.(1983)。Point of View: Corporate Social Responsibility in the Reagan Era and beyond。California Management Review，25(3)，145-157。  new window
22.高希均(20080500)。企業社會責任--雄心與良心的地圖。哈佛商業評論中文版.附冊，21，23-25。  延伸查詢new window
23.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research，25(2)，204-212。  new window
24.Porter, Michael E.、Kramer, Mark R.(2006)。Strategy and society。Harvard Business Review，84(12)，78-92。  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.Flott, Leslie W.(2002)。Customer Satisfaction。Metal Finishing，100(1)，58-63。  new window
27.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
28.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
29.Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science，24(1)，3-16。  new window
30.Miller, Merton H.(1977)。Debt and Taxes。The Journal of Finance，32(2)，261-275。  new window
31.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
32.Reichheld, Frederick J.、Sasser, W. Earl(1990)。Zero Defections: Quality Comes to Service。Harvard Business Review，68(5)，105-111。  new window
33.Carroll, Archie B.(1979)。A Three-Dimensional Conceptual Model of Corporate Performance。Academy of Management Review，4(4)，497-505。  new window
34.Griffin, Jennifer J.、Mahon, John F.(1997)。The Corporate Social Performance and Corporate Financial Performance Debate: Twenty-Five Years of Incomparable Research。Business and Society，36(1)，5-31。  new window
35.Vilanova, M.、Lozano, J. M.、Arenas, D.(2009)。Exploring the nature of the relationship between CSR and competitiveness。Journal of Business Ethics，87(S1)，57-69。  new window
36.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
37.Dahlsrud, Alexander(2008)。How Corporate Social Responsibility is Defined: An Analysis of 37 Definitions。Corporate Social Responsibility and Environmental Management，15(1)，1-13。  new window
38.Cronin, J. Joseph Jr.、Hult, G. Tomas M.、Brady, Michael K.(2000)。Assessing the Effect of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intention in Service Environment。Journal of Retailing，76(2)，193-218。  new window
39.Sen, Sankar、Bhattacharya, Chitra Bhanu(2001)。Does doing Good Always Lead to Doing Better: Consumer Relations to Corporate Social Responsibility。Journal of Marketing Research，38(2)，225-244。  new window
40.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
研究報告
1.ECSI Technical Committee(1998)。European Customer Satisfaction Index: Foundation and Structure for Harmonized National Pilot Projects。The ECSI Steering Committee。  new window
學位論文
1.李文忠(2004)。台灣菸酒公司高雄營業處以內外顧客滿意度探討顧客關係管理之研究(碩士論文)。國立中山大學。  延伸查詢new window
2.黃伊華(2006)。傳統產業顧客評價關聯模式研究--以臺灣黑松碳酸飲品為例(碩士論文)。清雲科技大學。  延伸查詢new window
3.李佳慧(2005)。影響學生滿意度與忠誠度關係之實證研究--ECSI模式之應用(碩士論文)。淡江大學。  延伸查詢new window
4.鄧貴卉(1999)。社會責任、公司形象、服務品質與顧客忠誠度之相關性研究(碩士論文)。國立中正大學。  延伸查詢new window
5.徐振堯(2011)。企業社會責任對消費者消費行為之影響—以天下企業公民獎企業為例(碩士論文)。中華大學。  延伸查詢new window
6.陳俐吟(2009)。企業社會責任及其期望與企業形象、消費者認同度間關聯性之研究--以兆豐國際商業銀行與國泰人壽為例(碩士論文)。東吳大學。  延伸查詢new window
7.陳冠志(2011)。我國企業社會責任揭露概況與影響因素之探討(碩士論文)。國立臺北大學。  延伸查詢new window
8.黃秀玉(2010)。企業社會責任、企業聲譽、顧客滿意與顧客忠誠關聯性之研究(碩士論文)。淡江大學。  延伸查詢new window
9.劉靜瑜(2010)。企業社會責任與消費者滿意度關係之研究-兼論消費者涉入程度之干擾效果(碩士論文)。中國文化大學。  延伸查詢new window
圖書
1.Levy, M.、Weitz, B. A.(2009)。Retailing Management。New York：McGraw-Hill。  new window
2.Steiner, G. A.、Steiner, J. F.(1980)。Business, Government, & Society。New York, NY：Random House。  new window
3.Kotler, P.、Keller, K. L.(2006)。Marketing Management: Analysis, Planning, Implementation, and Control。NJ：Prentice-Hall, Inc.。  new window
4.Bowen, Howard R.(1953)。Social Responsibilities of the Businessman。Harper and Row。  new window
5.Davis, Keith、Blomstrom, Robert L.(1975)。Business and Society: Environment and Responsibility。New York：McGraw-Hill。  new window
6.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, B. J.(1992)。Multivariate Data Analysis。Macmillan。  new window
7.高希均、林宜諄(2008)。企業社會責任入門手冊。台北市：天下遠見。  延伸查詢new window
8.McGuire, Joseph W.(1963)。Business and Society。New York：McGraw-Hill Companies。  new window
 
 
 
 
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