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題名：科技服務創新、服務品質與顧客口碑對消費者購買行為之影響--以駕駛行為模式基礎保險為例
書刊名：數據分析
作者：張瑞益／李珍穎／朱鴻裕
作者(外文)：Chang, Jui-i／Lee, Chen-ying／Chu, Hong-yu
出版日期：2022
卷期：17:1
頁次：頁15-41
主題關鍵詞：駕駛行為模式基礎保險；財產保險業；服務創新；服務品質；購買行為；Usage based insurance；UBI；Service innovation；Service quality；Purchase behavior
原始連結：連回原系統網址new window
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期刊論文
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2.Palmatier, R. W.、Scheer, L. K.、Steenkamp, Jan-Benedict E. M.(2007)。Customer loyalty to whom? Managing the benefits and risks of salesperson-owned loyalty。Journal of Marketing Research，44(2)，185-199。  new window
3.蔡明田、莊立民、陳建成、趙新銘(20100600)。服務創新、規範性評估、服務品質與顧客滿意度關係之研究--以臺灣小客車租賃業為例。品質學報，17(3)，207-227。new window  延伸查詢new window
4.Vargo, S. L.、Lusch, R. F.(2008)。From goods to service(s): divergences and convergences of logics。Industrial Marketing Management，37(3)，254-259。  new window
5.蔡翠旭、林育安(2011)。動態能力、服務創新與市場績效之研究--以合作金庫銀行為例。International Journal of LISREL，4(2)，1-33。  延伸查詢new window
6.Fonseca, I.、Hickman, M.、Marenzi, O.(2001)。The Future of Wholesale Banking: The Portal。Commercial Lending Review，16(3)，23-35。  new window
7.Chen, J.-S.、Tsou, H. T.、Huang, A. Y.-H.(2009)。Service delivery innovation antecedents and impact on firm performance。Journal of Service Research，12(1)，36-55。  new window
8.Vang, J.、Zellner, C.(2005)。Introduction: innovation in service。Industry and Innovation，12(2)，147-152。  new window
9.Tsoukatos, E.、Rand, G. K.(2006)。Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance。Managing Service Quality，16(5)，501-519。  new window
10.Sirilli, G.、Evangelista, R.(1998)。Technological innovation in services and manufacturing: results from Italian surveys。Research Policy，27(9)，881-899。  new window
11.Khatibi, Abod Ali、Ismail, Hishamuddin、Thyagarajan, Venu(2002)。What Drives Customer Loyalty: An Analysis from the Telecommunications Industry。Journal of Targeting, Measurement and Analysis for Marketing，11(1)，34-44。  new window
12.莊立民、段起祥(20060600)。臺灣服務業組織創新量表發展之研究。產業論壇，8(2)，65-83。new window  延伸查詢new window
13.Cheung, M. S.、Anitsal, M. M.、Anitsal, I.(2007)。Revisiting Word of Mouth Communications: A Cross-National Exploration。Journal of Marketing Theory and Practice，15(3)，235-249。  new window
14.Morwitz, V. G.、Schmittlein, D.(1992)。Using Segmentation to Improve Sales Forecasts Based on Purchase Intent: Which "Intenders" Actually Buy?。Journal of Marketing Research，29(4)，391-405。  new window
15.Chaudhuri, A.(2002)。How Brand Reputation Affects the Advertising-Brand Equity Link。Journal of Advertising Research，42(3)，33-43。  new window
16.Dellaert, B. G. C.、Häubl, G.(2012)。Searching in Choice Mode: Consumer Decision Processes in Product Search with Recommendations。Journal of Marketing Research，49(2)，277-288。  new window
17.何雍慶、莊世杰、黃柏棟(20120900)。服務創新的程度會影響購買意願嗎？。全球商業經營管理學報，4，37-52。new window  延伸查詢new window
18.Zeithaml, V. A.(2000)。Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn。Journal of the Academy of Marketing Science，28(1)，67-85。  new window
19.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Refinement and reassessment of the SERVQUAL scale。Journal of Retailing，67(4)，420-450。  new window
20.張貴全(2010)。淺談保險公司的服務創新。經濟師，2010(3)，204-205。  延伸查詢new window
21.Chen, J. K. C.、Batchuluun, A.、Batnasan, J.(2015)。Services innovation impact to customer satisfaction and customer value enhancement in airport。Technology in Society，43，219-230。  new window
22.Witell, L.、Snyder, H.、Gustafsson, A.、Fombelle, P.、Kristensson, P.(2016)。Defining service innovation: A review and synthesis。Journal of Business Research，69(8)，2863-2872。  new window
23.Weng, M. H.、Ha, J. L.、Tasi, C. H.(2012)。A study of the relationship among service innovation, customer value and customer satisfaction: An empirical study of the hotel industry in Taiwan。International Journal organizational Innovation，4(3)，98-112。  new window
24.Wang, C. N.、Day, J. D.、Fraid, M.(2019)。Service innovation model of the automobile service industry。Applied Sciences，9(12)，(2403)1-(2403)16。  new window
25.李珍穎、高于庭(20161200)。壽險業服務創新與企業社會責任對消費者行為意圖之影響--以顧客口碑為干擾變數。管理研究學報，16(2)，83-119。new window  延伸查詢new window
26.Smith, A. M.、Fischbacher, M.、Wilson, F. A.(2007)。New service development: From panoramas to precision。European Management Journal，25(5)，370-383。  new window
27.Stevens, E.、Dimitriadis, S.(2005)。Managing the new service development process: Towards a systemic model。European Journal of Marketing，39(1/2)，175-198。  new window
28.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1985)。Problems and strategies in services marketing。The Journal of Marketing，49(2)，33-46。  new window
29.Ha, Jooyeon、Jang, Shawn SooCheong(2010)。Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants。International Journal of Hospitality Management，29(1)，2-13。  new window
30.張旭華、呂鑌洧(20090600)。運用TRIZ-based方法於創新服務品質之設計--以保險業為例。品質學報，16(3)，179-193。new window  延伸查詢new window
31.Brown, Jacqueline Johnson、Reingen, Peter H.(1987)。Social Ties and Word-of-Mouth Referral Behavior。Journal of Consumer Research，14(3)，350-362。  new window
32.den Hertog, Pim(2000)。Knowledge-Intensive Business Services as Co-Producers of Innovation。International Journal of Innovation Management，4(4)，491-528。  new window
33.Enz, C. A.(2012)。Strategies for the implementation of service innovations。Cornell Hospitality Quarterly，53(3)，187-195。  new window
34.Drejer, I.(2004)。Identifying innovation in surveys of services: a Schumpeterian perspective。Research Policy，33(3)，551-562。  new window
35.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。  new window
36.許士軍(19870700)。新加坡消費者對不同來源地產品之知覺及態度。管理評論，5-23。new window  延伸查詢new window
37.Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing，47(1)，68-78。  new window
38.黃靖文、蔡玲瓏、宋建輝(20210700)。團隊學習與服務創新對工作績效之影響--兼論專業成長之調節效果。創新與管理，17(2)，1-28。new window  延伸查詢new window
39.盧淵源(2011)。服務創新發展模型與服務創新績效之研究。工程科技通訊，130，30-31。  延伸查詢new window
40.Baker, P.、Crompton, G. N.(2000)。Quality's satisfaction and behavioral intentions。Annals of Tourism Research，27(3)，785-801。  new window
41.Chang, J.、Lee, C. Y.(2020)。The effect of service innovation on customer behavioral intention in the Taiwanese insurance sector: the role of word of mouth and corporate social responsibility。Journal of Asia Business Studies，14(3)，341-360。  new window
42.Huang, F.、Leonard, B. R.、Andow, D. A.(2007)。Sugarcane borer (lepidoptera: crambidae) resistance to transgenic Bacillus thuringiensis maize。Journal of Economic Entomology，100(1)，164-171。  new window
43.Love, J. H.、Roper, S.、Hewitt-Dundas, N.(2010)。Service innovation, embeddedness and business performance: Evidence from Northern Ireland。Regional Studies，44(8)，983-1004。  new window
44.Sattari, S.、Wessman, A.、Borders, L.(2020)。Business model innovation for sustainability: An investigation of consumers' willingness to adopt product-service system。Journal of Global Scholars of Marketing Science，30(3)，274-290。  new window
45.Sok, P.、O'Cass, A.(2015)。Achieving service quality through service innovation exploration-exploitation: The critical role of employee empowerment and slack resources。Journal of Services Marketing，29(2)，137-149。  new window
46.Müller, Wolfgang(1991)。Gaining competitive advantage through customer satisfaction。European Management Journal，9(2)，201-211。  new window
47.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
48.Anderson, Eugene W.(1998)。Customer satisfaction and Word-of-Mouth。Journal of Service Research，1(1)，5-17。  new window
49.Podsakoff, Philip M.、MacKenzie, Scott B.、Lee, Jeong-Yeon、Podsakoff, Nathan P.(2003)。Common method biases in behavioral research: A critical review of the literature and recommended remedies。Journal of Applied Psychology，88(5)，879-903。  new window
50.Baron, Reuben M.、Kenny, David A.(1986)。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
51.Arndt, Johan A.(1967)。Role of Product-Related Conversations in the Diffusion of a New Product。Journal of Marketing Research，4(3)，291-295。  new window
52.Bygstad, Bendik、Lanestedt, Gjermund(2009)。ICT Based Service Innovation: a Challenge for Project Management。International Journal of Project Management，27(3)，234-242。  new window
會議論文
1.榮泰生、劉俊岷(2008)。服務創新、情緒體驗與忠誠意圖之關係研究--以主題餐廳為例。2008第12屆科際整合管理研討會。臺北市：東吳大學企業管理學系。254-276。  延伸查詢new window
學位論文
1.蘇武龍(2000)。住院服務品質與病患滿意度之探討--以成大、奇美醫院為例(碩士論文)。國立成功大學。  延伸查詢new window
2.王虹雅(2014)。服務創新、服務品質、消費者滿意度與消費者行為意圖關係之研究--以消費型展覽為例(碩士論文)。中國文化大學，台北市。  延伸查詢new window
3.鄒佩玲(2017)。UBI汽車保險實施之研究(碩士論文)。逢甲大學。  延伸查詢new window
4.呂培仕(2010)。口碑定義架構的發展：口碑文獻回顧1950-2008(碩士論文)。國立臺灣科技大學。  延伸查詢new window
5.徐源裕(2015)。房地產業者品牌形象、服務品質、認知價值與顧客滿意度及購買意願關係之研究(碩士論文)。國立清華大學。  延伸查詢new window
6.洪榮臨(2010)。以服務創新的觀點來探討品牌形象與顧客忠誠度的關聯性之研究--以休閒運動用品產業為例(碩士論文)。長榮大學，臺南市。  延伸查詢new window
7.李蒨蓉(2012)。服務創新的實務與歷程--以某文創業者為例(碩士論文)。國立臺北教育大學。  延伸查詢new window
8.蔡岳信(2017)。服務創新、規範性評估、服務品質與顧客滿意度關聯性之研究--以榮譽國民之家養護服務為例(碩士論文)。中國科技大學。  延伸查詢new window
圖書
1.Silverman, George(2001)。The Secrets of Word-of-Mouth Marketing。Amacom Books。  new window
2.Normann, R.(2001)。Reframing business: when the map changes the landscape。Wiley。  new window
3.Zikmund, W. G.(2003)。Business Research Methods。Thomson/South-Western。  new window
4.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
5.Schiffman, Leon G.、Kanuk, Leslie Lazar、Wisenblit, J.(2000)。Consumer Behavior。Prentice-Hall。  new window
6.Kotler, Philip(2003)。Marketing Management。Prentice-Hall。  new window
7.邱皓政(2019)。量化研究與統計分析：SPSS與R資料分析範例解析。五南。  延伸查詢new window
8.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
9.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.Miles, I.(2005)。Innovation in services。The Oxford Handbook of Innovation。Oxford：Oxford University Press。  new window
 
 
 
 
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