資料載入處理中...
臺灣人文及社會科學引文索引資料庫系統
:::
網站導覽
國圖首頁
聯絡我們
操作說明
English
行動版
(3.17.135.54)
登入
字型:
**字體大小變更功能,需開啟瀏覽器的JAVASCRIPT,如您的瀏覽器不支援,
IE6請利用鍵盤按住ALT鍵 + V → X → (G)最大(L)較大(M)中(S)較小(A)小,來選擇適合您的文字大小,
如為IE7以上、Firefoxy或Chrome瀏覽器則可利用鍵盤 Ctrl + (+)放大 (-)縮小來改變字型大小。
來源文獻查詢
引文查詢
瀏覽查詢
作者權威檔
引用/點閱統計
我的研究室
資料庫說明
相關網站
來源文獻查詢
/
簡易查詢
/
查詢結果列表
/
詳目列表
:::
詳目顯示
第 1 筆 / 總合 1 筆
/1
頁
來源文獻資料
摘要
外文摘要
引文資料
題名:
消費者抱怨行為及其影響因素之研究
書刊名:
管理評論
作者:
郭崑謨
/
闕河士
出版日期:
1990
頁次:
頁155-173
主題關鍵詞:
行為
;
抱怨
;
消費者
原始連結:
連回原系統網址
相關次數:
被引用次數:期刊(
9
) 博士論文(
4
) 專書(0) 專書論文(0)
排除自我引用:
9
共同引用:0
點閱:76
本研究的目的在利用LISREL (Linear Stuctural Relations Model)探索並驗證消費者抱怨行為的構面與衡量,並分別探討個人因素(個人自信、對社會責任的態度、對自我規範的態度、對向企業抱怨的風險的態度、對企業反應的態度及人口統計特徵)和情境因素(不滿程度、外部責任歸因、產品重要性及企業反應)與消費者抱怨行為各構面的因果關係,以指出消費者抱怨行為的主要影響因素。研究對象為經歷某一特定產品購買,而對產品績效產生不滿感覺的消費者,以問卷調查法進行資料的收集。研究結果發現:1.以前學者提出的四種CCB分類法,無一能被資料支持,而本研究所提出的新分類法(無行動、私下抱怨、向企業抱怨、第三團體抱怨)則被證明在整體模式與資料的適合度、各構面間的區別效度及衡量指標間的一致性信度,均有良好表現。另經檢定發現抱怨意圖能有效預測抱怨行為,足見研究結果具有相當的外部效度與實用價值。2.個人因素對消費者抱怨行為並無明顯之預測能力。3.本研究之情境因素對私下抱怨和向企業抱怨有較大的解釋力,另兩者則有待更多情境因素的研究;從因果關係中可推知,不滿程度愈高、產品重要性愈大、產品過失責任愈能歸因於外、消費者愈認為企業對抱怨會有妥善回應,其愈可能向企業抱怨,在前二種情境下,消費者私下抱怨的可能性也十分大。企業則應積極收集抱怨資訊,妥善處理抱怨,甚至激發消費者意見,以為行銷活動的評估和努力方向。
以文找文
The objectives of the study is to explore the dimensions and measurement of consumer complaint behavior, and to study the effect of personal factors and situational factors toward the dimensions of consumer complaint behavior. The personal factors in the study include self-confidence, attitude toward social responsibility, attitude toward self-norm, attitude toward risk of complaining, attitude toward business response, and demographic characteristics. The situational factors include degree of unsatisfaction, attribution of external responsibility, product importance, and business reaction. The study objects are those who have ever experienced a particular buying and were unsatisfied with the product performance. The collection of data is by means of questionaire survey. The results of the study are: 1. There are none of previous consumer complaint behavior classification supported by data. Thus, a new one is propsed, which classifies consumer complaint behavior to four dimensions: no action, complaining privately, complaining to business and complaining to the third party. The new model has been examined to have high goodness of fit befween proposed model and data, good discriminative validity between dimensions, and good consistency reliability between measnrement indicators. In addition, consumer complaint intent can predict complaint behavior effectively; therefore, the proposrd model has proper external validity and practical value. 2. The personal factors have no obvious prediction ability to consumer cmplaint behavior. 3. The situational factors can explain the behavior of consumer complaining privately and complaining to business properly, the other two dimensions need to be explained by more situational factors. Inferring from the casuality, unsatisfaction of prodnct performance, more importance of product, more possibility of attributing product failure to externality, or more proper response from business would increase the possibility of complaining privately, complaining to business, or complaining to the third party.
以文找文
期刊論文
1.
Fomell, C.、Westbrook, R. A.(1984)。The vicious circle of consumer complaints。Journal of Marketing,48(3),68-78。
2.
Joreskog, K. G.(1970)。A general method for analysis of covariance structures。Biometrika,57,239-251。
3.
Day, R. L.、Klaus, G.、Thomas, S.、Fritz, S.(1981)。The Hidden Agenda of Consumer Complaining。Journal of Retailing,57(3),86-106。
4.
Bearden, William O.、Teel, Jesse E.(1983)。Selected Determinants of Consumer Satisfaction and Complaint Reports。Journal of Marketing Research,20(1),21-28。
5.
Kotler, Philip(1972)。What consumerism means for marketers。Harvard Business Review,50(3),48-57。
6.
Fornell, C.、Wernerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research,24(4),337-346。
7.
Jacoby, J.、Jaccard, J. J.(1981)。The Sources, Meaning and Validity of Consumer Complaining Behavior: A Psychological Review。Journal of Retailing,57(3),4-24。
8.
Aaker, D. A.、Bagozzi, R. P.(1979)。Unobservable Variables in Structural Equation Models with an Application in Industrial Selling。Journal of Marketing Research,16(2),147-158。
9.
Agbonifoh, B. A.、Edoreh, P. E.(1986)。Consumer Awareness and Complaining Behavior。European Journal of Marketing,20(7),43-49。
10.
Bagozzi, Richard P.(1977)。Structural Equation Models in Experimental Research。Journal of Marketing Research,14(2),209-226。
11.
Bearden, W. O.、Tell, J. E.(1980)。An Investigation of Personal Influences on Consumer Complaining。Journal of Retailing,56(3),3-20。
12.
Bentler, P. M.(1986)。Structural Modeling and Psychometrika: An Historical Perspective on Growth and Achievements。Psychometrika,51(1),35-51。
13.
Bernhardt, K. L.(1981)。Consumer Problems and Complaint Actions of Older-Americans: A National Views。Journal of Retailing,57(3),107-123。
14.
Didow, N. M.、Barksdale, H. C.(1982)。Conjoint Measurement Experiment of Consumer Complaining Behavior。Journal of Business Research,10,419-429。
15.
Fenwick, I.(1979)。Techniques in Market Measurement: The Jackknife。Journal of Marketing Research,16,410-414。
16.
Richins, M. L.、Verhage, Bronislow J.(1985)。Seeking Redress for Consumer Dissatisfaction: The Role of Attitudes and Situational Factors。Journal of Consumer Policy,8(1),29-44。
17.
Belk, Russell W.(1975)。Situational Variables and Consumer Behavior。Journal of Consumer Research,2(3),157-164。
18.
Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。
19.
Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing,47(1),68-78。
20.
Singh, Jagdip(1988)。Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues。Journal of Marketing,52(1),93-107。
圖書
1.
Joreskog, K. G.、Sorbom, D.(1986)。LISREL VI: analysis of linear structural relationships by maximum likelihood, instrumental variables and least squares methods。Mooreswill, IN:Scientific Software。
2.
Asher, H. B.(1983)。Causal Modeling。Beverly Hills and London:Sage Pubns。
3.
Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1986)。Consumer Behavior。The Dry den Press。
4.
Long, J. S.(1986)。Covariance Structure Models: An Introduction to LISREL。Beverly Hills and London:Sage Pubns。
5.
Robertson, T. S.、Zielinski, J.、Ward, S.(1984)。Consumer Behavior。Michigan:University of Michigan。
圖書論文
1.
Day, R. L.、Landon, E. L. Jr.(1977)。Towards a Theory of Consumer Complaining Behavior。Consumer and Industrial Buying Behavior。Amsterdam:North-Holland Publishing Company。
2.
Day, Ralph L.(1980)。Research perspectives on consumer complaining behavior。Theoretical developments in marketing。Chicago:American Marketing Association。
3.
Kakkar, P.、Lutz, R. J.(1981)。Situation influence on consumer behavior: A review。Perspectives in Consumer Behavior。Glenview, Illinois:Scott, Foresman and Company。
4.
Dillon, W. R.(1986)。Building Consumer Behavior Models With LISREL: Issues in Applications。Perspectives on Methodology in Consumer Research。New York:Springer-Verlag New York Ins.。
5.
Lawther, K.(1978)。Social Integration and the Elderly Consumer: Unfairness, Complaint Actions, and Information Usage。Research Frontiers in Marketing: Dialogues and Directions Educators' Proceedings series。
6.
Carmines, E.、McIver, J.(1981)。Analyzing models with unobserved variables: Analysis of covariance structures。Social measurement: Current issues。Sage Publications。
推文
當script無法執行時可按︰
推文
推薦
當script無法執行時可按︰
推薦
引用網址
當script無法執行時可按︰
引用網址
引用嵌入語法
當script無法執行時可按︰
引用嵌入語法
轉寄
當script無法執行時可按︰
轉寄
top
:::
相關期刊
相關論文
相關專書
相關著作
熱門點閱
1.
資訊來源與可信度對抱怨行為之探討
2.
餐旅業對顧客抱怨危機處理之研究--以劍湖山王子飯店蔚藍西餐廳為例
3.
臺灣國際航空產業服務品質管理之研究
4.
泡湯活動消費者之溫泉安全知識與行為調查研究--以北投溫泉區為例
5.
中華航空公司顧客滿意度、抱怨處理及顧客忠誠度關係之研究
6.
顧客文化特質、關係品質與抱怨行為關係之研究
7.
運動俱樂部顧客再購行為意圖影響之研究
8.
服務品質、顧客滿意度與顧客後續行為意圖:以海軍修護體系為例
9.
捷運旅客申訴之分類與處理
10.
共變結構模式在經營績效與企業特性關係上之應用--以臺灣區電工器材業為例
11.
價格對消費者購買行為之影響分析
12.
消費者行為新探
1.
消費資訊來源與來源可信度對顧客抱怨行為影響之研究
2.
團體旅遊抱怨行為之研究
3.
關係品質與知覺風險對顧客抱怨行為影響之研究
4.
消費者參與對消費者抱怨行為之影響
無相關書籍
無相關著作
無相關點閱
QR Code