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題名:透過顧客滿意度模型來進行Toyota車廠服務品質診斷
書刊名:績效與策略研究
作者:徐聖訓葉鳴朗薛榮棠
作者(外文):Hsu, Sheng-hsunYeh, Ming-langHsueh, Jung-tang
出版日期:2020
卷期:17:1
頁次:頁31-52
主題關鍵詞:顧客滿意顧客忠誠度汽車購買滿意度調查Customer satisfactionCustomer loyaltyCar purchase satisfaction
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(0) 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:0
  • 共同引用共同引用:16
  • 點閱點閱:4
期刊論文
1.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。  new window
2.張淑青(20060600)。知覺價值、顧客價值、顧客滿意與行為意圖的關係--澎湖觀光旅遊之實證。行銷評論,3(2),169-194。new window  延伸查詢new window
3.Anderson, Eugene W.、Fornell, Claes(2000)。Foundations of the American Customer Satisfaction Index。Total Quality Management,11(7),869-882。  new window
4.Anderson, Eugene W.、Fornell, Claes、Rust, Roland T.(1997)。Customer satisfaction, productivity and profitability: Differences between goods and services。Marketing Science,16(2),129-145。  new window
5.Hsu, Seng-Hsun、Chen, Wun-Hwa、Hsueh, Jung-Tang(2006)。Application of customer satisfaction study to derive customer knowledge。Total Quality Management & Business Excellence,17(4),439-454。  new window
6.Martensen, Anne、Gronholdt, Lars、Kristensen, Kai(2000)。The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark。Total Quality Management,11(4-6),544-553。  new window
7.Sweeney, Jillian C.、Soutar, Geoffrey N.(2001)。Consumer Perceived Value: The Development of a Multiple Item Scale。Journal of Retailing,77(2),203-220。  new window
8.Fornell, Claes、Bookstein, Fred L.(1982)。Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-voice Theory。Journal of Marketing Research,19(4),440-452。  new window
9.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
10.Konecnik, M.、Gartner, W. C.(2007)。Customer-based brand equity for a destination。Annals of Tourism Research,34(2),400-421。  new window
11.Park, C. Whan、Jaworski, Bernard J.、MacInnis, Deborah J.(1986)。Strategic Brand Concept-Image Management。Journal of Marketing,50(4),135-145。  new window
12.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。  new window
13.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
圖書
1.Hirschman, Albert O.(1970)。Exit, voice and loyalty。Cambridge, Mass:Harvard University Press。  new window
 
 
 
 
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