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題名:服務品質對顧客滿意度影響之研究--以企業社會責任及企業形象為干擾變項
書刊名:中原企管評論
作者:王永才諸承明
作者(外文):Wang, Yung-tsaiChu, Chen-ming
出版日期:2016
卷期:14:1
頁次:頁25-53
主題關鍵詞:服務品質顧客滿意度企業社會責任企業形象Service qualityCustomer satisfactionCorporate social responsibilityCorporate image
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(4) 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:4
  • 共同引用共同引用:31
  • 點閱點閱:6
期刊論文
1.Nadiri, H.、Kandampully, J.、Hussain, K.(2009)。Zone of Tolerance for Banks: A Diagnostic Model of Service Quality。The Service Industries Journal,29(11),1547-1564。  new window
2.Kassim, N.、Asiah Abdullah, N.(2010)。The Effect of Perceived Service Quality Dimensions on Customer Satisfaction, Trust, and Loyalty in E-Commerce Settings: A Cross Cultural Analysis。Asia Pacific Journal of Marketing and Logistics,22(3),351-371。  new window
3.Abd-El-Salam, E. M.、Shawky, A. Y.、El-Nahas, T.(2013)。The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: Testing the mediating role. Case analysis in an international service company。The Business and Management Review,3(2),177-196。  new window
4.Siddiqi, K. O.(2011)。Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh。International Journal of Business and Management,6(3),12-36。  new window
5.Gray, Edmund R.、Balmer, John M. T.(1998)。Managing Corporate Image and Corporate Reputation。Long Range Planning,31(5),695-702。  new window
6.Kumar, S. A.、Tamilmani, B.、Mahalingam, S.、Vanjikovan, M.(2010)。Influence of service quality on attitudinal loyalty in private retail banking: an empirical study。The IUP Journal of Management Research,9(4),21-38。  new window
7.Lee, M. C.、Hwan, I. S.(2005)。Relationships among service quality, customer satisfaction and profitability in the Taiwanese banking industry。International Journal of Management,22(4),635-648。  new window
8.林聰哲(20081200)。中部地區高爾夫球場服務品質、消費者知覺價值、滿意度與行為意向之研究。管理實務與理論研究,2(4),196-214。new window  延伸查詢new window
9.Dowling, G. R.(1986)。Managing Your Corporate Image。Industrial Marketing Management,15(2),109-115。  new window
10.Zimmerman, Charles D.(1985)。Quality: Key to Service Productivity。Quality Progress,18(6),32-35。  new window
11.Spector, A. J.(1961)。Basic dimensions of the corporate image。Journal of Marketing,25(6),47-51。  new window
12.Fornell, C.、Mithas, S.、Morgenson, F. V. III、Krishan, M. S.(200601)。Customer satisfaction and stock prices: High returns, low risk。Journal of Marketing,70(1),1-14。  new window
13.Yee, R. W.、Yeung, A. C.、Cheng, T. E.(2010)。An empirical study of employee loyalty, service quality and firm performance in the service Industry。Intermtional Journal of Production Economics,124(1),109-120。  new window
14.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
15.Rohrbaugh, J.(1981)。Operationalizing the competing values approach: Measuring performance in the employment service。Public Productivity Review,5(2),141-159。  new window
16.Kuo, C.-W.、Tang, M.-L.(2013)。Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high speed rail services。Journal of Advanced Transportation,47(5),512-525。  new window
17.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。  new window
18.Sun, K. A.、Kim, D. Y.(2013)。Does customer satisfaction increase firm performance? An application of American Customer Satisfaction Index (ACSI)。International Journal of Hospitality Management,35(2),68-77。  new window
19.Loureiro, Sandra M. C.、Dias Sardinha, Idalina M.、Reijnders, Lucas(2012)。The Effect of Corporate Social Responsibility on Consumer Satisfaction And Perceived Value: the Case of the Automobile Industry Sector in Portugal。Journal of Cleaner Production,37,172-178。  new window
20.Alafi, Khaled Khalaf、Hasoneh, Abdel B.(2012)。Corporate social responsibility associated with customer satisfaction and financial performance a case study with housing banks in Jordan。International Journal of Humanities and Social Science,2(15),102-115。  new window
21.Dichter, Ernest(1985)。What's in an Image?。Journal of Consumer Marketing,2(1),75-81。  new window
22.Garvin, David A.(1984)。What Does "Product Quality" Really Mean?。Sloan Management Review,26(1),25-43。  new window
23.Oliver, Richard L.(1981)。Measurement and Evaluation of Satisfaction Process in Retail Settings。Journal of Retailing,57(3),25-48。  new window
24.李忠成、陳信憲、劉瑞香、王志全(20140600)。從關係品質觀點探討企業社會責任、服務品質對消費者忠誠度之影響--中臺灣餐飲服務業為例。島嶼觀光研究,7(2),1-31。new window  延伸查詢new window
25.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
26.Chung, K. H.、Yu, J. E.、Choi, M. G.、Shin, J. I.(2015)。The effects of CSR on customer satisfaction and loyalty in China: the moderating role of corporate image。Journal of Economics, Business and Management,3(5),542-547。  new window
27.Shin, Youngran、Thai, Vinh V.(2015)。The impact of corporate social responsibility on customer satisfaction, relationship maintenance and loyalty in the shipping industry。Corporate Social Responsibility and Environmental Management,22(6),381-392。  new window
28.Schvaneveldt, Shane J.、Enkawa, Takao、Miyakawa, Masami(1991)。Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality。Total Quality Management,2(2),149-161。  new window
29.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing,9(4),5-17。  new window
30.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
31.Morf, Duffy A.、Schumacher, Michael G.、Vitell, Scott J.(1999)。A Survey of Ethics Officers in Large Organizations。Journal of Business Ethics,20(3),265-271。  new window
32.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
33.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
34.Alam, N.、Rubel, A. K.(2014)。Impacts of Corporate Social Responsibility on Customer Satisfaction in Telecom Industry of Bangladesh。ABC Journal of Advanced Research,3(2),26-37。  new window
35.Amin, M.、Isa, Z.(2008)。An Examination of the Relationship between Service Quality Perception and Customer Satisfaction: A SEM Approach towards Malaysian Islamic Banking。International Journal of Islamic and Middle Eastern Finance and Management,1(3),191-209。  new window
36.Arikan, E.、Güner, S.(2013)。The Impact of Corporate Social Responsibility, Service Quality and Customer-company Identification on Customers。Procedia--Social and Behavioral Sciences,99,304-313。  new window
37.Hu, Kai Chieh、Huang, Mei Chieh(20111100)。Effects of Service Quality, Innovation and Corporate Image on Customer's Satisfaction and Loyalty of Air Cargo Terminal。International Journal of Operations Research,8(4),36-47。new window  new window
38.Jamal, A.、Naser, K.(2003)。Factors influencing customer satisfaction in the retail banking sector in Pakistan。International Journal of Commerce and Management,13(2),29-53。  new window
39.Azizi, I.、Saaghi, F.、Sardo, S. Y.(2014)。The Impact of Corporate Social Responsibility on Consumer Satisfaction。Indian Journal of Social Responsibility,7(1),163-168。  new window
40.Balaji, M.(2009)。Customer Satisfaction with Indian Mobile Services。The IUP Journal of Management Research,8(10),52-62。  new window
41.Bedi, M.(2010)。An Integrated Framework for Service Quality, Customer Satisfaction and Behavioural Responses in Indian Banking Industry: A Comparison of Public and Private Sector Banks。Journal of Services Research,10(1),157-172。  new window
42.Hassan, Z.、Nareeman, A.、Pauline, N.(2013)。Impact of CSR Practices on Customer Satisfaction and Retention: An Empirical Study on Foreign MNCs in Malaysia。International Journal of Accounting and Business Management,1(1),63-81。  new window
43.Lombart, C.、Louis, D.(2014)。A study of the impact of Corporate Social Responsibility and price image on retailer personality and consumers' reactions (satisfaction, trust and loyalty to the retailer)。Journal of Retailing and Consumer Services,21(4),630-642。  new window
44.Mishra, A. A.(2009)。A Study on Customer Satisfaction in Indian Retail Banking。IUP Journal of Management Research,8(11),45-61。  new window
45.Naeem, H.、Saif, I.(2009)。Service Quality and Its Impact on Customer Satisfaction: An Empirical Evidence from the Pakistani Banking Sector。International Business and Economics Research Journal,8(12),99-104。  new window
46.Nareeman, A.、Hassan, Z.(2013)。Customer Perceived Practice of CSR on Improving Customer Satisfaction and Loyalty。International Journal of Accounting and Business Management,1(1),30-49。  new window
47.Oh, H. J.、Hong, K. W.、Kim, H. C.(2013)。The Influence of Multidimensional Aspects of Service Quality, Communication on Customer Satisfaction and Customer Behavior--Focused on the Airline Service。Korean Business Education Review,28(3),273-295。  new window
48.Müller, Wolfgang(1991)。Gaining competitive advantage through customer satisfaction。European Management Journal,9(2),201-211。  new window
49.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
50.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。  new window
51.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
52.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
53.Bolton, Ruth N.、Drew, James H.(1991)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research,17(4),375-384。  new window
54.He, Hong Wei、Li, Yang(2011)。CSR and service brand: The mediating effect of brand identification and moderating effect of service quality。Journal of Business Ethics,100(4),673-688。  new window
55.Ladhari, R.(2009)。Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry。Journal of Financial Services Marketing,14(1),70-82。  new window
會議論文
1.Grönroos, C.(1982)。Internal Marketing-Theory and Practice。American Marketing Association Services Marketing Conference,41-47。  new window
2.Gunther, E. E.(1959)。Evaluating Corporate Image Measurement。The ARF Conference。  new window
3.Czepiel, John A.、Larry, J. Rosenberg、Akerele, Adebayo(1974)。Perspectives on Consumer Satisfaction119-123。  new window
研究報告
1.Lehtinen, U.、Lehtinen, J. R.(1982)。Service Quality: A Study of Quality Dimensions。Helsinki:Service Management Institute。  new window
學位論文
1.陳木聯(2004)。電業服務品質、社會責任、企業形象與顧客滿意度之相關性研究(碩士論文)。南華大學。  延伸查詢new window
2.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
3.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
4.李思霖(2014)。銀行業企業社會責任對顧客知覺價值之影響--以品牌形象、顧客滿意度為中介效果(碩士論文)。樹德科技大學。  延伸查詢new window
5.李秋美(2014)。知覺企業社會責任、顧客參與和顧客滿意度關係之研究--以C跨國公司為例(碩士論文)。大葉大學,彰化市。  延伸查詢new window
6.邱宇文(2013)。企業社會責任對顧客滿意度模式之影響--以電信業為例(碩士論文)。中華大學。  延伸查詢new window
7.林秉學(2015)。台灣電信業服務補救關係之研究(碩士論文)。國立高雄應用科技大學。  延伸查詢new window
8.林翠美(2014)。電信產業之企業社會責任、品牌形象與服務品質對顧客滿意度影響之研究--以C電信公司為例(碩士論文)。世新大學。  延伸查詢new window
9.張曉筠(2014)。服務品質、企業形象與顧客滿意度之關聯性研究--以台灣保險業為例(碩士論文)。中國科技大學。  延伸查詢new window
10.許菁菁(2000)。模擬社會責任投資組合績效之探討(碩士論文)。中原大學。  延伸查詢new window
圖書
1.張緯良(2011)。企業概論:掌握本質創造優勢。台北:前程文化。  延伸查詢new window
2.Carroll, A. B.(1981)。Business and Society: Managing corporate social performance。Boston, MA:Little, Brown。  new window
3.Etzel, Michael J.、Walker, Bruce J.、Stanton, William J.(2001)。Marketing Management。McGraw-Hill。  new window
4.Fogli, L.(2006)。Customer Service Delivery: research and best practices。San Francisco, CA:Jossey-Bass。  new window
5.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of service operation: text and case。Boston:Allyn & Bacon。  new window
6.DeCenzo, David A.、Robbins, Stephen P.(1994)。Human resource management: Concepts and practices。John Wiley & Sons, Inc。  new window
7.Bowen, Howard R.(1953)。Social Responsibilities of the Businessman。Harper and Row。  new window
8.Walters, Charles G.(1978)。Consumer behavior: An integrated framework。Richard D. Irwin Inc.。  new window
9.Epstein, S.(1991)。Traces and Their Antecedents。Oxford University Press。  new window
10.Kirkpatrick, C. A.(1964)。Advertising: Communication is Marketing。Houghton Mifflin Co。  new window
11.Robbins, S. P.、Coulter, M.(2013)。Management。John Wiley & Sons。  new window
12.Rue, L. W.、Byars, L. L.(2000)。Management-Skill and Application。McGraw-Hill Co。  new window
13.翁望回(1987)。企業社會責任與企業正當性之研究。明德基金會生活素質研究中心。  延伸查詢new window
14.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
其他
1.行政院研究發展考核委員會(1996)。中華民國全面提升服務品質方案。  延伸查詢new window
2.行政院經濟建設委員會(2013)。臺灣統計手冊,http://www.cepd.gov.tw/m1.aspx?sNo=0017346。  延伸查詢new window
圖書論文
1.Armistead, C. G.(1985)。Design of Service Operations。Operations Management in Service Industries and the Public Sector。New York:John Wiley & Sons。  new window
2.Lewis, Robert C.、Booms, Bernard H.(1983)。The marketing aspects of service quality。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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