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題名:醫療服務品質、滿意度、信任及品牌權益間關係之探究
書刊名:樹德科技大學學報
作者:張嘉雯周麗娟
作者(外文):Chang, Chia-wenChou, Li-chuan
出版日期:2022
卷期:24:2
頁次:頁97-112
主題關鍵詞:醫療服務品質滿意度信任品牌權益Medical service qualitySatisfactionTrustBrand equity
原始連結:連回原系統網址new window
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  • 點閱點閱:4
期刊論文
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2.Hsieh, Y. C.、Hiang, S. T.(2004)。A study of the impacts of service quality on relationship quality in search-experience credence services。Total Quality Management & Business Excellence,15(1),43-58。  new window
3.Pappu, R.、Quester, P.(2006)。Does Customer Satisfaction Lead to Improved Brand Equity? An Empirical Examination of Two Categories of Retail Brands。The Journal of Product and Brand Management,15,4-14。  new window
4.Dekimpe, M. G.、Steenkamp, J.-B. E. M.、Mellens, M.、Abeele, P. V.(1997)。Decline and variability in brand loyalty。International Journal of Research in Marketing,14(5),405-420。  new window
5.Shamdasani, P. N.、Balakrishnan, A. A.(2000)。Determinants of Relationship Quality and Loyalty in Personalized Services。Asia Pacific Journal of Management,17(3),399-422。  new window
6.Carr, Christopher L.(2007)。The Fairserv Model: Consumer Reactions to Service Based on a Multidimensional Evaluation of Service Fairness。Decision Sciences,38(1),107-130。  new window
7.Delgado-Ballester, Elena、Munuera-Alemán, José Luis(2005)。Does brand trust matter to brand equity?。Journal of Product & Brand Management,14(3),187-196。  new window
8.Wong, A.、Sohal, A.(2002)。Customers' Perspectives on Service Quality and Relationship Quality in Retail Encounters。Managing Service Quality,12(6),424-433。  new window
9.Swan, J. E.、Nolan, J. J.(1985)。Gaining customer trust: A conceptual guide for the salesperson。The Journal of Personal Selling & Sales Management,5(2),39-48。  new window
10.Kim, Kung Hoon、Kim, Kang Sik、Kim, Dong Yul、Kim, Jong Ho、Kang, Suk Hou(2008)。Brand equity in hospital marketing。Journal of Business Research,61(1),75-82。  new window
11.Smith, B.(1998)。Buyer-seller relationship: Bonds, Relationship Management, and Sex-type。Revue Canadienne des Sciences de L’Administration,15(1),76-92。  new window
12.Singh, J.、Sirdeshmukh, D.(2000)。Agency and trust mechanisms in consumer satisfaction and loyalty judgments。Journal of the Academy of Marketing Science,28(1),150-167。  new window
13.Woodside, A. G.、Frey, L. L.、Daly, R. T.(1989)。Linking service quality, customer satisfaction, and behavioral intentions。Journal of Health Care Marketing,9(4),5-17。  new window
14.Taylor, S. A.、Baker, T. L.(1994)。An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions。Journal of Retailing,70(2),163-178。  new window
15.De Ruyter, K.、Wetzels, M.、Bloemer, J.(1998)。On the Relationship Between Perceived Services Quality, Services Loyalty and Switching Costs。International Journal of Service Industry Management,9(5),436-453。  new window
16.Linn, L. S.、DiMatteo, M. R.、Chang, B. L.、Cope, D. W.(1984)。Consumer values and subsequent satisfaction ratings of physician behavior。Medical Care,22(9),804-812。  new window
17.Fornell, C.、Wernerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research,24(4),337-346。  new window
18.Berry, L. L.(2000)。Cultivating Service Brand Equity。Journal of the Academy of Marketing Science,28,128-137。  new window
19.O'Connor, J. S.、Richard, M. S.、Bowers, M. R.(1991)。A model of service quality perceptions and health care consumer behavior。Journal of Hospital Marketing,6(1),62-69。  new window
20.Leuthesser, L.(1997)。Supplier relational behavior: an empirical assessment。Industrial Marketing Management,26(3),245-254。  new window
21.Donabedian, Avedis(1988)。The quality of care: How can it be assessed?。Journal of the American Medical Association,260(12),1743-1748。  new window
22.Farquhar, P. H.(1990)。Managing Brand Equity。Journal of Advertising Research,30(4),7-12。  new window
23.Rangaswamy, Arvind、Burke, Raymond R.、Oliva, Terence A.(1993)。Brand equity and the extendibility of brand names。International Journal of Research in Marketing,10(1),61-75。  new window
24.Donabedian, A.(1996)。The Effectiveness of quality assurance。International Journal for Quality in Health Care,8(4),401-407。  new window
25.Atilgan, E.、Aksoy, S.、Akinci, S.(2005)。Determinants of the brand equity: A verification approach in the beverage in Turkey。Marketing Intelligence & Planning,23(3),237-248。  new window
26.Lehtinen, Jarno R.、Lehtinen, Uolevi(1991)。Two Approaches to Service Quality Dimensions。The Service Industries Journal,11(3),287-303。  new window
27.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing,51(2),11-27。  new window
28.Fournier, Susan(1998)。Consumers and their brands: Developing relationship theory in consumer research。Journal of Consumer Research,24(4),343-373。  new window
29.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。  new window
30.Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing,61(2),35-51。  new window
31.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
32.Lagace, Rosemary R.、Dahlstrom, Robert、Gassenheimer, Jule B.(1991)。The Relevance of Ethical Salesperson Behavior on Relationship Quality: The Pharmaceutical Industry。Journal of Personal Selling and Sales Management,11(4),39-47。  new window
33.Moorman, Christine、Deshpandé, Rohit、Zaltman, Gerald(1993)。Factors Affecting Trust in Market Research Relationships。Journal of Marketing,57(1),81-101。  new window
34.Keller, Kevin Lane(1993)。Conceptualizing, Measuring, and Managing Customer-Based Brand Equity。Journal of Marketing,57(1),1-22。  new window
35.Hulland, John S.(1999)。Use of partial least squares (PLS) in strategic management research: A review of four recent studies。Strategic Management Journal,20(2),195-204。  new window
36.Ravald, Annika、Grönroos, Christian(1996)。The value concept and relationship marketing。European Journal of Marketing,30(2),19-30。  new window
37.Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing,54(1),42-58。  new window
38.Donabedian, A.、Wheeler, J. R.、Wyszewianski, L.(1982)。Quality, cost, and health: an integrative model。Medical Care,20(10),975-992。  new window
39.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
40.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing,49(4),41-50。  new window
41.Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing,58(2),1-19。  new window
42.Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research,32(1),54-65。  new window
43.Garbarino, Ellen、Johnson, Mark S.(1999)。The different roles of satisfaction, trust, and commitment in customer relationships。Journal of Marketing,63(2),70-87。  new window
44.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。  new window
45.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research,14(4),495-507。  new window
46.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
47.Ahmad, A. M. A.、Norzalita, A. A.(2008)。Determining the service quality dimensions and zone of tolerance for hospital services in Malaysia。The Business Review,10,164-170。  new window
48.Park, C. C.、Srinivasan, V.(1994)。A survey-base method for measuring and understanding brand equity and its extendibility。Journal of Marketing Research,31,271-288。  new window
49.Quader, M. S.(2009)。Manger and patient perceptions of a quality outpatient service: Measuring the gap。Journal of Services Research,9,109-137。  new window
50.Schoorman, F. David、Mayer, Roger C.、Davis, James H.(2007)。An Integrative Model of Organizational Trust: Past, Present, and Future。Academy of Management Review,32(2),344-354。  new window
51.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
52.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
53.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
54.Westbrook, Robert A.、Oliver, Richard L.(1991)。The dimensionality of consumption emotion patterns and consumer satisfaction。Journal of Consumer Research,18(1),84-91。  new window
55.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
56.Fornell, Claes R.、Larcker, David F.(1981)。Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics。Journal of Marketing Research,18(3),382-388。  new window
圖書
1.Aaker, D. A.(1991)。Managing Brand Equity。New York, NY:The Free Press。  new window
2.Grönroos, Christian(1990)。Service management and marketing: Managing the moments of truth in service competition。Lexington Books。  new window
3.Kotler, P.(1991)。Marketing management: Analysis, planning, implementation, and control。Prentice Hall。  new window
4.Zeithaml, V. A.、Bitner, M. J.(2000)。Service marketing: Integrating customer focus across the firm。Irwin/McGraw-Hill。  new window
圖書論文
1.Martin, G. S.、Brown, T. J.(1990)。In Search of Brand Equity: The Conceptualization and Measurement of the Brand Impression Construct。Marketing Theory and Applications。Chicago, Illinois:American Marketing Association。  new window
2.Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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