:::

詳目顯示

回上一頁
題名:顧客關係投資對顧客忠誠影響之研究:顧客知覺關係利益觀點-
作者:林素綉
出版日期:2012
出版項:新北:前程企管
ISBN:9789570348682
主題關鍵詞:顧客關係管理顧客服務保險業管理
學門:管理學
資料類型:專書
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:0
  • 點閱點閱:3
期刊論文
1.嚴秀茹、陳家祥、呂佩廷、許翠谷(20050100)。服務e化對關係行銷成效之影響--以網路自助服務科技為例。資訊管理學報,12(1),1-28。new window  延伸查詢new window
2.Darley, W. K.、Luethge, D. J.、Thatte, A.(2008)。Exploring the Relationship of Perceived Automotive Salesperson Attributes, Customer Satisfaction and Intentions to Automotive Service Department Patronage: The Moderating Role of Customer Gender。Journal of Retailing and Consumer Services,15(6),469-479。  new window
3.Kristensen, K.、Martensen, A.、Gronholdt, L.(1999)。Measuring the impact of buying behavior on customer satisfaction。Total Quality Management,10(4/5),602-614。  new window
4.Wotruba, T. R.(1990)。A Comprehensive Framework for the Analysis of Ethical Behavior, with a Focus on Sales Organizations。Journal of Personal Selling and Sales Management,10(2),29-42。  new window
5.Melnyk, V.、van Osselaer, S. M. J.、Bijmolt, T. H. A.(2009)。Are Women More Loyal Customers Than Men? Gender Differences in Loyalty to Firms and Individual Service Providers。Journal of Marketing,73(4),82-96。  new window
6.Anderson, S. W.、Pearo, L. K.、Widener, S. K.(2008)。Drivers of service satisfaction: linking customer satisfaction to the service concept and customer characteristics。Journal of Service Research,10(4),365-381。  new window
7.Zins, A. H.(2001)。Relative Attitude and Commitment in Customer Loyalty Models- Some Experiences in the Commercial Airline Industry。International Journal of Service Industry Management,12(3),269-294。  new window
8.Peppers, D.、Rogers, M.(1997)。Don't resist marketing automation。Journal of Sales and Marketing Management,150(10),32-33。  new window
9.Reinartz, W. J.、Kumar, V.(2002)。The Mismanagement of Customer Loyalty。Harvard Business Review,80(7),86-94。  new window
10.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
11.McConnel, J. D.(1968)。The Development of Brand Loyalty: An Experimental Study。Journal of Marketing Research,5(1),13-19。  new window
12.Tellis, G. J.(1988)。Advertising Exposure, Loyalty, and Brand Purchase: A Two-Staged Model of Choice。Journal of Marketing Research,25(2),134-144。  new window
13.Bailey, A. A.(2005)。Non-Fulfillment of Promotional Deals: The Impact of Gender and Company Reputation on Consumers, Perceptions and Attitudes。Journal of Retailing and Consumer Services,12(4),285-295。  new window
14.Vesel, P.、Zabkar, V.(2009)。Managing Customer Loyalty through the Mediating Role of Satisfaction in the DIY Retail Loyalty Program。Journal of Retailing and Consumer Services,16(5),396-406。  new window
15.崔豔武、蘇秦、李釗(2006)。電子商務環境下顧客的關係利益實證研究。南開管理評論,9(4),96-103。  延伸查詢new window
16.Ball, D.、Coelho, P. S.、Vilares, M. J.(2006)。Service Personalization and Loyalty。Journal of Services Marketing,20(6),391-403。  new window
17.Chang, Yu-Hern、Chen, Fang-Yuan(2007)。Relational benefits, switching barriers and loyalty: A study of airline customer in Taiwan。Journal of Air Transport Management,13(1),104-109。  new window
18.Dowling, G. R.(2004)。Corporate reputations: should you complete on yours?。California Management Review,46(3),19-36。  new window
19.Helm, Sabrina(2007)。The role of corporate reputation in determining investor satisfaction and loyalty。Corporate Reputation Review,10(1),22-37。  new window
20.Herbig, P.、Milewicz, J.(1993)。The relationship of reputation and credibility to brand success。Journal of Consumer Marketing,14,5-10。  new window
21.Kim, J. B.、Choi, C. J.(2003)。Reputation and product tampering in service industries。The Service Industries Journal,23(4),3-11。  new window
22.MacMillan, K.、Money, K.、Dowling, S.、Hillenbrand, C.(2004)。Giving your organization SPIRIT: an overview and call to action for directors on issues of corporate governance, corporate reputation and corporate responsibility。Journal of General Management,30(2),15-42。  new window
23.Shapiro, Geri(1983)。The prima facie tort doctrine: Acknowledging the need for judicial scrutiny of malice。Boston University Law Review,63(Nov.),1101-1149。  new window
24.Li, Zhan G.、Dant, Rajiv P.(1997)。An exploratory study of exclusive dealing in channel relationships。Journal of the Academy of Marketing Science,25(3),201-213。  new window
25.Patterson, Paul G.、Smith, Tasman(2001)。Relationship Benefits in Service Industries: A Replication in a Southeast Asian Context。The Journal of Services Marketing,15(6),425-443。  new window
26.O'Brien, L.、Jones, C.(1995)。Do Rewards Really Create Loyalty?。Harvard Business Review,73(3),75-82。  new window
27.Powell, Melanie、Ansic, David(1997)。Gender differences in risk behavior in financial decision-making: An experimental analysis。Journal of Economic Psychology,18(6),605-628。  new window
28.Larzelere, Robert E.、Huston, Ted L.(1980)。The Dyadic Trust Scale: Toward Understanding Interpersonal Trust in Close Relationships。Journal of Marriage and the Family,42(3),595-604。  new window
29.Voss, Zannie Giraud、Cova, Véronique(2006)。How sex differences in perceptions influence customer satisfaction: a study of theatre audiences。Marketing Theory,6(2),201-221。  new window
30.Ramsey, Rosemary P.、Sohi, Ravipreet S.(1997)。Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes。Journal of the Academy of Marketing Science,25(2),127-137。  new window
31.Bei, Lien-Ti、Chiao, Yu-Ching(2001)。An Integrated Model for the Effect of Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,14,125-140。  new window
32.Schwepker, C. H.、Good, D. J.(2007)。Exploring the relationships among sales manager goals, ethical behavior and professional commitment in the salesforce: Implications for forging customer relationships。Journal of Relationship Marketing,6(1),3-18。  new window
33.Yen, H. J. R.、Gwinner, K. P.(2003)。Internet Retail Customer Loyalty: The Mediating Role of Relational Benefits。International Journal of Service Industry Management,14(5),483-500。  new window
34.Day, G. S.(1969)。A Two-Dimension Concept of Brand Loyalty。Journal of Advertising Research,9(3),29-35。  new window
35.Capraro, Anthony J.、Broniarczyk, Susan、Srivastava, Rajendra K.(2003)。Factors Influencing the Likelihood of Customer Defection: The Role of Consumer Knowledge。Journal of the Academy of Marketing Science,31(2),164-175。  new window
36.Ramsey, R.、Marshall, G. W.、Johnston, M.、Deeter-Schmelz, D. R.(2007)。Ethical Ideologies and Older Consumer Perceptions of Unethical Sales Tactics。Journal of Business Ethics,70(2),191-207。  new window
37.Neal, W. D.(1999)。Satisfaction is Nice, But Value Drive Loyalty。Marketing Research,11(1),20-23。  new window
38.方世榮、許秋萍(20050400)。科技型與人際型服務接觸對關係利益的影響。管理評論,24(2),53-76。new window  延伸查詢new window
39.Frank, R. E.(1962)。Brand choice as a probability process。Journal of Business,35(1),43-56。  new window
40.Vázquez-Carrasco, R.、Foxall, G. R.(2006)。Influence of personality traits on satisfaction, perception of relational benefits, and loyalty in a personal service context。Journal of Retailing and Consumer Services,13(3),205-219。  new window
41.Shefrin, H.(2001)。Do investors expect higher returns from safer stocks than from riskier stocks?。The Journal of Psychology and Financial Markets,2(4),176-181。  new window
42.Barnes, James G.(1997)。Closeness, Strength, and Satisfaction: Examining the Nature of Relationships between Providers of Financial Services and Their Retail Customers。Psychology & Marketing,14(8),765-790。  new window
43.Schlenker, B. R.、Helm, B.、Tedeschi, J. T.(1973)。The effects of personality and situational variables on behavioral trust。Journal of Personality and Social Psychology,25(3),419-427。  new window
44.Gray, Edmund R.、Balmer, John M. T.(1998)。Managing Corporate Image and Corporate Reputation。Long Range Planning,31(5),695-702。  new window
45.Hansen, John D.、Riggle, Robert J.(2009)。Ethical Salesperson Behavior in Sales Relationships。Journal of Personal Selling and Sales Management,29(2),151-166。  new window
46.O'Malley, L.(1998)。Can Loyalty Schemes Really Build Loyalty?。Marketing Intelligence and Planning,16(1),47-55。  new window
47.Cunningham, Scott M.(1961)。Customer loyalty to store and brand。Harvard Business Review,39,127-137。  new window
48.Raj, S. P.(1985)。Striking a balance between brand "popularity" and brand loyalty。Journal of Marketing,49(1),53-59。  new window
49.Yoon, Eunsang、Guffey, Hugh J.、Kijewski, Valerie(1993)。The effects of information and company reputation on intentions to buy a business service。Journal of Business Research,27(3),215-228。  new window
50.Bowen, J.(1990)。Development of a Taxonomy of Services to Gain Strategic Marketing Insights。Journal of the Academy Marketing Science,18(1),43-49。  new window
51.Uncles, M. D.、Dowling, G. R.、Hammond, K.(2003)。Customer loyalty and customer loyalty programs。Journal of Consumer Marketing,20(4),294-316。  new window
52.Jap, Sandy D.、Ganesan, Shankar(2000)。Control Mechanisms and Relationship Life Cycle: Implications for Safeguarding Specific Investments and Developing Commitment。Journal of Marketing Research,37(2),227-245。  new window
53.Homburg, C.、Giering, A.(2001)。Personal characteristics as moderators of the relationship between customer satisfaction and loyalty: An empirical analysis。Psychology & Marketing,18(1),43-66。  new window
54.Chen, Mei-Fang、Mau, Liang-Hung(2009)。The impacts of ethical sales behaviour on customer loyalty in the life insurance industry。Service Industries Journal,29(1),59-74。  new window
55.Howe, V.、Hoffman, K. D.、Hardigree, D. W.(1994)。The Relationship Between Ethical and Customer-Oriented Service Provider Behaviors。Journal of Business Ethics,13(7),497-506。  new window
56.Oliver, R. L.(1999)。Whence customer loyalty?。Journal of Marketing,63(Special Issue),33-44。  new window
57.Vitell, Scott J.、Festervand, T. A.(1987)。Business ethics: Conflicts, practices and beliefs of industrial executives。Journal of Business Ethics,6(2),111-122。  new window
58.Gotsi, M.、Wilson, A. M.(2001)。Corporate Reputation: seeking a definition。Corporate Communications: An International Journal,6(1),24-30。  new window
59.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
60.Kim, W. G.、Cha, Y.(2002)。Antecedents and consequences of relationship quality in hotel industry。International Journal of Hospitality Management,21(4),321-338。  new window
61.Swinth, Robert L.(1967)。The Establishment of the Trust Relationship。The Journal of Conflict Resolution,11(3),335-344。  new window
62.Woodruff, R. B.、Gardial, S. F.(1996)。Once and future products。The Journal of Business Strategy,17(3),11-12。  new window
63.Grayson, Kent、Ambler, Tim(1999)。The dark side of long-term relationships in marketing services。Journal of Marketing Research,36(1),132-141。  new window
64.Iacobucci, D.、Ostrom, A. L.(1996)。Commercial and Interpersonal Relationships: Using the Structure of Interpersonal Relationships to Understand Individual-to-Individual, Individual-to-Firm, and Firm-to Firm Relationships in Commerce。International Journal of Research in Marketing,13(1),53-72。  new window
65.Evans, Kenneth R.、Christiansen, Tim、Gill, James D.(1996)。The impact of social influence and role expectations on shopping center patronage intentions。Journal of the Academy of Marketing Science,24(3),208-218。  new window
66.Koo, Dong-Mo(2003)。Inter-relationships among store images, store satisfaction, and store loyalty among Korea discount retail patrons。Asia Pacific Journal of Marketing and Logistics,15(4),42-71。  new window
67.Gruen, Thomas W.(1995)。The Outcome Set of Relationship Marketing in Consumer Markets。International Business Review,4(4),447-469。  new window
68.Brown, James R.、Lusch, Robert F.、Nicholson, Carolyn Y.(1995)。Power and relationship commitment: Their impact on marketing channel member performance。Journal of Retailing,71(4),363-392。  new window
69.Herbig, P.、Milewicz, J.、Golden, J.(1994)。A Model of Reputation Building and Destruction。Journal of Business Research,31,23-31。  new window
70.Metcalf, L. E.、Frear, C. R.、Krishnan, R.(1992)。Buyer-seller relationship: An application of the IMP interaction model。European Journal of Marketing,26(2),27-46。  new window
71.Mohr, J. J.、Fisher, R. J.、Nevin, J. R.(1996)。Collaborative communication in inter-firm relationships: Moderating effects of integration and control。Journal of Marketing,60(3),103-115。  new window
72.Verhoef, Peter C.、Franses, Philip Hans、Hoekstra, Janny C.(2002)。The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased From a Multiservice Provider: Does Age of Relationship Matter?。Journal of the Academy of Marketing Science,30(3),202-216。  new window
73.Barnes, J. G.(1994)。Close to the Customer: But Is It Really a Relationship?。Journal of Marketing Management,10(7),561-570。  new window
74.Spreng, Richard A.、Mackoy, Robert D.(1996)。An Empirical Examination of a Model of Perceived Service Quality and Satisfaction。Journal of Retailing,72(2),201-214。  new window
75.Fournier, Susan、Yao, Julie L.(1997)。Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationships。International Journal of Research in Marketing,14(5),451-472。  new window
76.Chiou, Jyh-Shen、Droge, Cornelia、Hanvanich, Sangphet(2002)。Does Customer Knowledge Affect How Loyalty is Formed?。Journal of Service Research,5(2),113-124。  new window
77.Espinoza, Miguel Morales(1999)。Assessing the Cross-Cultural Applicability of a Service Quality Measure: a Comparative Study between Quebec and Peru。International Journal of Service Industry Management,10(5),449-468。  new window
78.Bloemer, J. M.、Lemmink, J. G. A. M.(1992)。The Importance of Customer Satisfaction in Explaining Brand and Dealer Loyalty。Journal of Marketing Management,8(4),351-364。  new window
79.Winer, Russell S.(2001)。A framework for customer relationship management。California Management Review,43(4),89-105。  new window
80.Bejou, David、Wray, Barry、Ingram, Thomas N.(1996)。Determinants of Relationship Quality: An Artificial Network Analysis。Journal of Business Research,36,137-143。  new window
81.Baker, T. L.、Simpson, P. M.、Siguaw, J. A.(1999)。The Impact of Suppliers' Perception of Reseller Market Orientation on Key Relationship Constructs。Journal of the Academy of Marketing Science,27(1),50-57。  new window
82.Nguyen, N.、Leblanc, G.(2001)。Corporate Image and Corporate Reputation in Customers' Retention Decision in Services。Journal of Retailing and Consumer Services,8(4),227-236。  new window
83.Lam, S. Y.、Shankar, V.、Erramilli, M. K.、Murthy, B.(2004)。Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration from a Business-to-Business Service Context。Journal of the Academy of Marketing Science,32(3),293-311。  new window
84.Biong, Harald、Selnes, Fred(1995)。Relational selling behavior and skills in long--term industrial buyer--seller relationships。International Business Review,4(4),483-498。  new window
85.Westbrook, Robert A.(1980)。Intrapersonal Affective Influences on Consumer Satisfaction with Products。Journal of Consumer Research,7(1),49-54。  new window
86.Sheth, Jagdish N.、Parvatiyar, Atul(1995)。Relationship Marketing in Consumer Markets: Antecedents and Consequences。Journal of the Academy of Marketing Science,23(4),255-271。  new window
87.Solomon, M. R.、Surprenant, C. S.、Czepiel, J. A.、Guntman, E. G.(1985)。A Role Theory Perspective on Dyadic Interaction: The Service Encounter。Journal of Marketing,49(1),99-111。  new window
88.Van Riel, C. B. M.、Balmer, J. M. T.(1997)。Corporate identity: The concept, its measurement and management。European Journal of Marketing,31(5/6),340-355。  new window
89.Abratt, Russell、Mofokeng, Thabiso Nsenki(2001)。Development and management of corporate image in South Africa。European Journal of Marketing,35(3/4),368-386。  new window
90.Wangenheim, Florian V.(2003)。Situational characteristics as moderators of the satisfaction-loyalty link: an investigation in a business-to-business context。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,16,145-156。  new window
91.Christy, Richard、Oliver, Gordon、Penn, Joe(1996)。Relationship Marketing in Consumer Markets。Journal of Marketing Management,12(1-3),175-187。  new window
92.Román, S.(2003)。The Impact of Ethical Sales Behavior on Customer Satisfaction, Trust and Loyalty to the Company: An Empirical Study in the Financial Services Industry。Journal of Marketing Management,19(9/10),915-939。  new window
93.Weigelt, Keith、Camerer, Colin(1988)。Reputation and Corporate Strategy: A Review of Recent Theory and Applications。Strategic Management Journal,9(5),443-454。  new window
94.Humphreys, Michael A.、Williams, Michael R.(1996)。Exploring the Relative Effects of Salesperson Interpersonal Process Attributes and Technical Product Attributes on Customer Satisfaction。Journal of Personal Selling and Sales Management,16(3),47-57。  new window
95.Swan, J. E.、Trawick, I. F. Jr.、Rink, D. R.、Roberts, J. J.(1988)。Measuring Dimensions of Purchaser Trust of Industrial Salespeople。Journal of Personal Selling and Sales Management,8(1),1-9。  new window
96.Jackson, Donald(1989)。Determining a Customer's Life Time Value。Direct Marketing,1989(May),24-32。  new window
97.Meyers-Levy, J.(1988)。The influence of sex roles on judgment。Journal of Consumer Research,14(4),522-530。  new window
98.Zeithaml, Valarie A.(1985)。The New Demographics and Market Fragmentation。Journal of Marketing,49(3),64-75。  new window
99.劉祥熹、涂登才、羅建昇(20100600)。從關係價值與關係品質觀點探討品牌形象對消費者滿意度與忠誠度之影響--臺灣筆記型電腦產業為例。管理學報,27(3),225-245。new window  延伸查詢new window
100.Reynolds, K. E.、Arnold, M. J.(2000)。Customer loyalty to the salesperson and the store: examining relationship customers in an upscale retail context。Journal of Personal Selling and Sales Management,20(2),89-98。  new window
101.Anderson, James C.、Narus, James A.(1990)。A Model of Distributor Firm and Manufacturer Firm Working Partnership。Journal of Marketing,54(1),42-58。  new window
102.Oliver, R. L.(1993)。Cognitive, affective, and attribute base of the satisfaction response。Journal of Consumer Research,20(3),418-430。  new window
103.Smith, J. Brock、Barclay, Donald W.(1997)。The Effect of Organizational Differences and Trust on the Effectiveness of Selling Partner Relationships。Journal of Marketing,61(1),3-21。  new window
104.Williamson, Oliver E.(1983)。Credible Commitments: Using Hostages to Support Exchange。American Economic Review,73(4),519-540。  new window
105.Bagozzi, R. P.(1995)。Reflections on relationship marketing in consumer markets。Journal of the Academy of Marketing Science,23(4),272-277。  new window
106.Fullerton, Gordon(2005)。How commitment both enables and undermines marketing relationships。European Journal of Marketing,39(11/12),1372-1388。  new window
107.Liang, C. J.、Wang, W. H.(2004)。Attributes, benefits, customer satisfaction and behavioral loyalty: An integrative research of financial services industry in Taiwan。Journal of Services Research,4(1),57-91。  new window
108.Ferrell, O. C.、Johnston, M. W.、Ferrell, L.(2007)。A framework for personal selling and sales management ethical decision making。Journal of Personal Selling & Sales Management,27(4),291-299。  new window
109.Frazier, G. L.(1983)。Inter organizational Exchange Behavior in Marketing Channels: a Broadened Perspective。Journal of Marketing,47,68-78。  new window
110.Mittal, B.、Lassar, W. M.(1998)。Why do Customers Switch? The Dynamics of Satisfaction Versus Loyalty。Journal of Services Marketing,12(3),177-194。  new window
111.Thomas, J. L.、Vitell, S. J.、Gilbert, F. W.、Rose, G. M.(2002)。The impact of ethical cues on customer satisfaction with service。Journal of Retailing,78(3),167-173。  new window
112.Bulter, J. K. Jr.(1991)。Toward understanding and measuring conditions of trust: evolution of a condition of trust inventory。Journal of Management,17(3),643-663。  new window
113.Leuthesser, L.、Kohli, A. K.(1995)。Relational behavior in business markets: implications for relationship management。Journal of Business Research,34(3),221-233。  new window
114.Erdem, T.、Swait, Joffre(2004)。Brand credibility, brand consideration, and choice。Journal of Consumer,31(1),191-198。  new window
115.Jackson, Barbara Bund(1985)。Build customer relationships that last。Harvard Business Review,63(6),120-128。  new window
116.Meyers-Levy, J.、Maheswaran, D.(1991)。Exploring differences in males' and females' processing strategies。Journal of Consumer Research,18(1),63-70。  new window
117.Fisher, Robert J.、Dubé, Laurette(2005)。Gender Differences in Responses to Emotional Advertising: A Social Desirability Perspective。Journal of Consumer Research,31(4),850-858。  new window
118.Bolton, Ruth N.、Kannan, P. K.、Bramlett, Matthew D.(2000)。Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value。Journal of the Academy of Marketing Science,28(1),95-108。  new window
119.Bellizzi, J. A.、Hite, R. E.(1989)。Supervising unethical Salesforce Behavior。Journal of Marketing,53(2),36-47。  new window
120.Grönroos, Christian(1995)。Relationship Marketing: The Strategy Continuum。Journal of the Academy of Marketing Science,23(4),252-254。  new window
121.Frazier, Gary L.、Rody, Raymond C.(1991)。The Use of Influence Strategies in Interfirm Relationships in Industrial Product Channels。Journal of Marketing,55(1),52-69。  new window
122.謝依靜、吳嘉慧(20040800)。金融服務業顧客關係利益與忠誠度之探討。臺灣管理學刊,4(2),225-249。new window  延伸查詢new window
123.Peterson, Robert A.(1995)。Relationship Marketing and the Consumer。Journal of the Academy of Marketing Science,23(4),278-281。  new window
124.Stone, G. P.(1954)。City shoppers and urban identification: observations on the social psychology of city life。American Journal of Sociology,60(1),36-45。  new window
125.Heskett, J. L.、Schlesinger, L. A.(1991)。Breaking the cycle of failure in service。Sloan Management Revirw,32(3),17-28。  new window
126.Hart, S.、Smith, A.、Sparks, L.、Tzokas, N.(1999)。Are Loyalty Schemes a Manifestation of Relationship Marketing?。Journal of Marketing Management,15(6),541-562。  new window
127.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 and Business Excellence,15(1),43-58。  new window
128.Ingram, T. N.、LaForge, R. W.、Schwepker, C. H. Jr.(2007)。Salesperson ethical decision making: The impact of sales leadership and sales management control strategy。The Journal of Personal Sales Management,27(4),301-322。  new window
129.Tucker, W. T.(1964)。The development of brand loyalty。Journal of Marketing Research,1(3),32-35。  new window
130.Beatty, Sharon E.、Mayer, Morris、Coleman, James E.、Reynolds, Kristy Ellis、Lee, Jungki(1996)。Customer-sales associate retail relationships。Journal of Retailing,72(3),223-247。  new window
131.Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science,17(1),45-65。  new window
132.Oliver, R. L.、Swan, J. E.(1989)。Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing,53(2),21-35。  new window
133.Boedecker, K. A.、Morgan, F. W.、Stoltman, J. J.(1991)。Legal dimensions of salespersons' statements: A review and managerial suggestions。Journal of Marketing,55(1),70-80。  new window
134.Kang, Y.-S.、Ridgway, N. M.(1996)。The importance of consumer market interactions as a form of social support for elderly consumers。Journal of Public Policy & Marketing,15(1),108-117。  new window
135.Marchetti, Michele(1997)。Whatever it takes。Sales and Marketing Management,149(13),28-36。  new window
136.Robertson, D. C.、Anderson, E.(1993)。Control system and task environment effects of ethical judgment: an exploratory study of industrial sales people。Organization Science,4(4),617-644。  new window
137.Strout, Erin(2002)。To tell the truth。Sales and Marketing Management,154(7),40-47。  new window
138.Whalen, J.、Pitts, R. E.、Wong, J. K.(1991)。Exploring the structure of ethical attributions as a component of a consumer decision model: The vicarious versus personal perspective。Journal of Business Ethics,10,285-293。  new window
139.Wray, B.、Palmer, A.、Bejou, D.(1994)。Using neural network analysis to evaluate buyer-seller relationship。European Journal of Marketing,28(10),32-48。  new window
140.Behrman, Douglas N.、Perreault, William D. Jr.(1982)。Measuring the Performance of Industrial Salespersons。Journal of Business Research,10(3),355-370。  new window
141.Caves, R. E.、Porter, M. E.(1977)。From entry barriers to mobility barriers。Quarterly Journal of Economics,91(2),241-261。  new window
142.Babin, Barry J.、Griffin, Mitch(1998)。The nature of satisfaction: An update examination and analysis。Journal of Business Research,41(2),127-136。  new window
143.Fombrun, C. J.、Gardberg, N. A.、Sever, J. M.(2000)。The Reputation Quotient: A Multi-Stakeholder Measure of Corporate Reputation。Journal of Brand Management,7(4),241-255。  new window
144.Bendapudi, N.、Berry, L. L.(1997)。Customers' motivations for maintaining relationships with service providers。Journal of Retailing,73(1),15-37。  new window
145.Reynolds, K. E.、Beatty, S. E.(1999)。Customer benefits and company consequences of customer-salesperson relationships in retailing。Journal of Retailing,75(1),11-32。  new window
146.O'Malley, L.、Tynan, Caroline(2000)。Relationship Marketing in Consumer Markets; rhetoric or reality?。European Journal of Marketing,34(7),797-815。  new window
147.Swann, W. B. Jr.、Gill, M. J.(1997)。Confidence in person perception: Do we know what we think about our relationship partners?。Journal of Personality and Social Psychology,73(4),747-757。  new window
148.Larson, A.(1992)。Network dyads in entrepreneurial settings: a study of the governance of exchange relationship。Administrative Science Quarterly,37(1),74-106。  new window
149.Nakra, Prema(2000)。Corporate reputation management: "CRM" with a strategic twist?。Public Relations Quarterly,45(2),35-42。  new window
150.Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science,26(2),101-114。  new window
151.Rundle-Thiele, S.、Mackay, M. M.(2001)。Assessing the performance of brand loyalty measures。Journal of Services Marketing,15(7),529-546。  new window
152.Moller, K.、Halinen, A.(2000)。Relationship Marketing theory: its roots and direction。Journal of Marketing Management,16(1-3),29-54。  new window
153.Jacoby, J.、Kyner, D. B.(1973)。Brand loyalty and repeat purchasing behavior。Journal of Marketing Research,10(1),1-9。  new window
154.Sarkar, M. B.、Aulakh, P. S.、Cavusgil, S. T.(1998)。The strategic role of relational bonding in interorganizational collaborations: an empirical study of the global construction industry。Journal of International Management,4(2),85-107。  new window
155.Colgate, M.、Lang, B.(2001)。Switching barriers in consumer markets: an investigation of the financial services industry。The Journal of Consumer Marketing,18(4/5),332-347。  new window
156.Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2002)。Why customers say: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes。Journal of Business Research,55(6),441-450。  new window
157.Brunel, F. F.、Nelson, M. R.(2000)。Explaining gendered responses to "help-self" and "help-others" charity ad appeals: the mediating role of world-views。Journal of Advertising,29(3),15-28。  new window
158.Bloemer, J. M. M.、Kasper, H. D. P.(19950700)。The complex relationship between consumer satisfaction and brand loyalty。Journal of Economic Psychology,16(2),311-329。  new window
159.Cunningham, Ross M.(1956)。Brand loyalty: What, where, how much?。Harvard Business Review,34(1),116-128。  new window
160.Newman, Joseph W.、Werbel, Richard A.(1973)。Multivariate Analysis of Brand Loyalty for Major Household Appliances。Journal of Marketing Research,10(4),404-409。  new window
161.Jap, S. D.、Mohr, J. J.(2002)。Leveraging internet technologies in B2B relationships。California Management Review,44(4),24-38。  new window
162.Bröder, A.、Schiffer, S.(2003)。Bayesian Strategy in Multi-attribute Decision Making。Journal of Behavioral Decision Making,16(3),193-213。  new window
163.Cronin, J. J.、Brady, M. K.、Hunt, G. T. M.(2000)。Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavior Intention in Service Environment。Journal of Retailing,76(2),193-218。  new window
164.Ganesh, J.、Arnold, M. J.、Reynolds, K. E.(2000)。Understanding in customer Base of Service Provider: An Examination of the Difference between Switchers and Stayers。Journal of Marketing,64(3),65-87。  new window
165.Pritchard, M. P.、Havitz, M. E.、Howard, D. R.(1999)。Analyzing the Commitment-Loyalty Link in Service Context。Journal of the Academy of Marketing Science,27(3),333-348。  new window
166.Huppertz, J. W.、Arenson, S. J.、Evans, R. H.(1978)。An Application of Equity Theory to Buyer-Seller Exchange Situation。Journal of Marketing Research,15(2),250-260。  new window
167.Anderson, Eugene W.、Fornell, Claes(2000)。Foundations of the American Customer Satisfaction Index。Total Quality Management,11(7),869-882。  new window
168.Lawrence, Raymond J.(1969)。Patterns of Buyer Behavior: Time for a New Approach?。Journal of Marketing Research,6(2),137-145。  new window
169.Stank, Theodore P.、Goldsby, Thomas J.、Vickery, Shawnee K.(1999)。Effect of Service Supplier on Satisfaction and Loyalty of Store Managers in the Fast Food Industry。Journal of Operations Management,17(4),429-447。  new window
170.Heide, J. B.、John, G.(1992)。Do norms matter in marketing relationship?。Journal of marketing,56(2),32-44。  new window
171.Adams, J. S.(1963)。Toward an Understanding of Inequity。Journal of Abnormal and Social Psychology,67(5),422-436。  new window
172.Hunt, Shelby D.、Vitell, Scott J.(1986)。A general theory of marketing ethics。Journal of Macromarketing,6(1),5-16。  new window
173.Hirschman, Elizabeth C.、Holbrook, Morris B.(1982)。Hedonic Consumption: Emerging Concepts, Methods and Propositions。Journal of Marketing,46(3),92-101。  new window
174.Macintosh, G.、Lockshin, L. S.(1997)。Retail relationships and store loyalty: A multilevel perspective。International Journal of Research in Marketing,14(5),487-497。  new window
175.Czepiel, J. A.(1990)。Service encounters and service relationships: implication for research。Journal of Business Research,20(1),13-21。  new window
176.Andreassen, Tor Wallin、Lindestad, Bodil(1998)。The Effect of Corporate Image in the Formation of Customer Loyalty。Journal of Service Research,1(1),82-92。  new window
177.Grönroos, Christian(1990)。Relationship Approach to Marketing in Service Context: The Marketing and Organizational Behavior Interface。Journal of Business Research,20(1),3-11。  new window
178.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
179.Anderson, Erin W.、Weitz, Barton(1989)。Determinants of continuity in conventional industrial channel dyads。Marketing Science,8(4),310-323。  new window
180.Caruana, A.(2002)。Service loyalty: the effects of service quality and the mediating role of customer satisfaction。European Journal of Marketing,36(7/8),811-828。  new window
181.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing,51(2),11-27。  new window
182.Gounaris, S. P.(2005)。Trust and commitment influences on customer retention: Insights from business-to-business services。Journal of Business Research,58(2),126-140。  new window
183.Wilson, David T.(1995)。An integrated Model of Buyer-Seller Relationship。Journal of the Academy of Marketing Science,23(4),335-345。  new window
184.Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science,23(4),246-251。  new window
185.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
186.Kumar, Viswanathan、Shah, Denish(2004)。Building and Sustaining Profitable Customer Loyalty for the 21st Century。Journal of Retailing,80(4),317-329。  new window
187.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools,2(5),10-14。  new window
188.Chin, Wynne W.、Todd, Peter A.(1995)。On the use, usefulness, and ease of use of structural equation modeling in MIS research: a note of caution。MIS Quarterly,19(2),237-246。  new window
189.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
190.Selnes, Fred(1993)。An Examination of Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing,27(9),19-35。  new window
191.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
192.Moorman, Christine、Deshpandé, Rohit、Zaltman, Gerald(1993)。Factors Affecting Trust in Market Research Relationships。Journal of Marketing,57(1),81-101。  new window
193.Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing,15(1),3-21。  new window
194.Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer trust, value, and loyalty in relational exchanges。Journal of Marketing,66(1),15-37。  new window
195.Liu, Annie H.、Leach, M. P.(2001)。Developing Loyal Customers with a Value-adding Sales Force: Examining Customer Satisfaction and the Perceived Credibility of Consultative Salespeople。Journal of Personal Selling and Sales Management,21(2),147-156。  new window
196.Williamson, Oliver E.(1979)。Transaction-Cost Economics: The Governance of Contractual Relations。The Journal of Law and Economics,22(2),233-261。  new window
197.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review,72(2),164-174。  new window
198.Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science,22(2),99-113。  new window
199.Duncan, Tom、Moriarty, Sandra E.(1998)。A Communication-Based Marketing Model for Managing Relationships。Journal of Marketing,62(2),1-13。  new window
200.Williamson, Oliver E.(1981)。The Economics of Organization: The Transaction Cost Approach。American Journal of Sociology,87(3),548-577。  new window
201.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。  new window
202.Aaker, David A.(1992)。The value of brand equity。Journal of Business Strategy,13(4),27-32。  new window
203.Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science,23(4),236-245。  new window
204.Lee, Moonkyu、Cunningham, Lawrence F.(2001)。A Cost/Benefit Approach to Understanding Service Loyalty。Journal of Services Marketing,15(2),113-130。  new window
205.Levitt, T.(1983)。After the sale is over...。Harvard Business Review,61(5),87-93。  new window
206.Wong, Amy、Sohal, Amrik(2003)。Service Quality and Customer Loyalty Perspectives on Two Levels of Retail Relationships。Journal of Services Marketing,17(5),495-513。  new window
207.Anderson, Erin、Weitz, Barton(1992)。The use of pledges to build and sustain commitment in distribution channels。Journal of Marketing Research,29(1),18-34。  new window
208.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
209.Anderson, James C.、Gerbing, David W. J.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。  new window
210.Bloemer, Josée、de Ruyter, Ko(1998)。On the Relationship between Store Image, Store Satisfaction and Store Loyalty。European Journal of Marketing,32(5/6),499-513。  new window
211.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science,28(1),150-167。  new window
212.Caywood, C. L.、Laczniak, G. R.(1986)。Ethics and Personal Selling: "Death of a Salesman" as an Ethical Primer。The Journal of Personal Selling and Sales Management,6(2),81-88。  new window
213.Bloemer, J.、De Ruyter, K.(1999)。Customer loyalty in high and low involvement settings: The moderating impact of positive emotions。Journal of Marketing Management,15(4),315-330。  new window
214.Chen, Mei-Fang、Wang, Ling-Huei(2009)。The moderating role of switching barriers on customer loyalty in the life insurance industry。The Service Industries Journal,29(8),1105-1123。  new window
215.Dowling, D. C. Jr.(1986)。A contract theory for a complex tort: limiting interference with contract beyond the unlawful means test。University of Miami Law Review,40(2),487-518。  new window
216.Dubinsky, A. J.、Howell, R. D.、Ingram, T. N.、Bellenger, D. N.(1986)。Sales force Socialization。Journal of Marketing,50(4),192-207。  new window
217.Gasorek, D.(2005)。Pharma Ethics: who sees the halo?。Pharmaceutical Executive,25(6),68-72。  new window
218.Gill, M. J.、Swann, W. B. Jr.、Silvera, D. H.(1998)。On the genesis of confidence。Journal of Personality and Social Psychology,75(5),1101-1114。  new window
219.Gioia, D. A.、Schultz, M.、Corley, K. G.(2000)。Organizational identity, image, an adaptive instability。The Academy of Management Review,25(1),63-81。  new window
220.Graafland, J. J.(2002)。Profits and Principles: Four Perspectives。Journal of Business Ethics,35(4),293-305。  new window
221.Guenzi, P.、Pardo, C.、Georges, L.(2007)。Relational selling strategy and key account managers' relational behaviors: An exploratory study。Industrial Marketing Management,36(1),121-133。  new window
222.Hall, R.(1993)。A framework linking intangible resources and capabilities to sustainable advantage。Strategic Management Journal,14(8),607-618。  new window
223.Hansen, G. L.(1987)。Extradyadic relations during courtship。Journal of Sex Research,23(3),382-390。  new window
224.Heide, J. B.、John, G.(1988)。The role of dependence balancing in safeguard transaction-specific assets in conventional channels。Journal of Marketing,52(1),20-35。  new window
225.Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2001)。Switching barriers and repurchase intentions in services。Journal of Retailing,76(2),259-274。  new window
226.Laufer, D.、Gillespie, K.(2004)。Differences in Consumer attributions of Blame between Men and Women: The role of Perceived Vulnerability and empathic Concern。Psychology and Marketing,21(2),141-157。  new window
227.Marshall, R. A.、Palmer, B. A.、Weisbart, S. N.(1979)。The Nature and Significance of the Agent-Policy Holder Relationship。CLU Journal,33(Jan.),44-53。  new window
228.McDonald, M.(2000)。On the right track。Marketing Business,2000(Apr.),28-31。  new window
229.Miller, J. A.(1976)。Store satisfaction and aspiration theory (A conceptual basis for studying consumer discontent)。Journal of Retailing,52,65-84。  new window
230.Webb, A. P.、Badaracco, J. L. Jr.(1995)。Business ethics: A view from the trenches。California Management Review,37(2),8-28。  new window
231.Baker, Julie、Grewal, Dhruv、Parasuraman, A.(1994)。The Influence of Store Environment on Quality Inferences and Store Image。Journal of the Academy of Marketing Science,22(4),328-339。  new window
232.Baumeister, Roy F.、Leary, Mark R.(1995)。The need to belong: desire for interpersonal attachments as a fundamental human motivation。Psychological Bulletin,117(3),497-529。  new window
233.Bennett, Rebekah、Rundle-Thiele, Sharyn(2004)。Customer satisfaction should not be the only goal。Journal of Services Marketing,18(7),514-523。  new window
234.Mittal, Vikas、Kamakura, Wagner A.(2001)。Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics。Journal of Marketing Research,38(1),131-142。  new window
235.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
236.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。  new window
237.Ford, David(1980)。The Development of Buyer-Seller Relationships in Industrial Markets。European Journal of Marketing,14(5/6),339-353。  new window
238.Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing,58(2),1-19。  new window
239.Kennedy, Mary Susan、Ferrell, Linda K.、LeClair, Debbie Thorne(2001)。Consumers' Trust of Salesperson and Manufacturer: An Empirical Study。Journal of Business Research,51(1),73-86。  new window
240.De Wulf, Kristof、Odekerken-Schröder, Gaby J.、Iacobucci, Dawn(2001)。Investments in consumer relationships: A cross-country and cross-industry exploration。Journal of Marketing,65(4),33-50。  new window
241.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
242.Goff, B. G.、Boles, James S.、Belenger, Danny N.、Stojack, Canie(1997)。The Influence of Salesperson Selling Behaviors on Customer Satisfaction with Products。Journal of Retailing,73(2),171-183。  new window
243.池文海、張書豪(20060600)。商店關係投資與滿意度:寂寞感之多層次干擾效果。臺大管理論叢,16(2),1-28。new window  延伸查詢new window
244.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。  new window
245.Bem, Daryl J.(1967)。Self-perception: An alternative interpretation of cognitive dissonance phenomena。Psychological Review,74(3),183-200。  new window
246.Srinivasan, Srini S.、Anderson, Rolph、Ponnavolu, Kishore(2002)。Customer loyalty in e-Commerce: An exploration of its antecedents and consequences。Journal of Retailing,78(1),41-50。  new window
247.Gremler, D. D.、Brown, S. W.(1999)。The loyalty ripple effect appreciating the full value of customers。International Journal of Service Industry Management,10(3),271-293。  new window
248.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research,4(3),230-247。  new window
249.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。  new window
250.Swan, John E.、Oliver, Richard L.(1989)。Postpurchase communications by consumers。Journal of Retailing,65(4),516-533。  new window
251.Mano, Haim、Oliver, Richard L.(1993)。Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction。Journal of Consumer Research,20(3),451-466。  new window
252.曾真真、何雍慶、黃淑琴(20030900)。產品核心利益與認知價值、滿意度及忠誠度之整合分析--以臺中市壽險保戶為例。輔仁管理評論,10(3),89-104。new window  延伸查詢new window
253.Gouldner, Alvin W.(1960)。The Norm of Reciprocity: A Preliminary Statement。American Sociological Review,25(2),161-178。  new window
254.Cannon, Joseph P.、Perreault, William D. Jr.(1999)。Buyer-Seller Relationships in Business Markets。Journal of Marketing Research,36(4),439-460。  new window
255.Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review,71(2),64-73。  new window
256.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
257.Bowen, John T.、Chen, Shiang‐Lih(2001)。The Relationship between Customer Loyalty and Customer Satisfaction。International Journal of Contemporary Hospitality Management,13(5),213-217。  new window
258.Gronholdt, 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
259.Westbrook, Robert A.(1981)。Sources of Consumer Satisfaction with Retail Outlets。Journal of Retailing,57(3),68-85。  new window
260.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。  new window
261.Darley, William K.、Smith, Robert E.(1995)。Gender differences in information processing strategies: An empirical test of the selectivity model in advertising response。Journal of Advertising,24(1),41-56。  new window
262.Meyers-Levy, J.、Sternthal, B.(1991)。Gender differences in the use of message cues and judgments。Journal of Marketing Research,28(1),84-96。  new window
263.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
264.Kim, Moon-Koo、Park, Myeong-Cheol、Jeong, Dong-Heon(2004)。The Effects of Customer Satisfaction and Switching Barrier on Customer Loyalty in Korean Mobile Telecommunication Services。Telecommunications Policy,28(2),145-159。  new window
265.Grönroos, Christian(1994)。From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing。Management Decision,32(2),4-20。  new window
266.Johnson, Devon、Grayson, Kent(2005)。Cognitive and affective trust in service relationships。Journal of Business Research,58(4),500-507。  new window
267.Fombrun, Charles、Shanley, Mark(1990)。What's in a Name? Reputation Building and Corporate Strategy。The Academy of Management Journal,33(2),233-258。  new window
268.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effects of Price, Brand, and Store Information on Buyer's Product Evaluations。Journal of Marketing Research,28(3),307-319。  new window
269.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
270.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
271.Dowling, G. R.(2006)。How good corporate reputations create corporate value。Corporate Reputation Review,9(2),134-143。  new window
272.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
273.Cronin, J. J. Jr.、Taylor, S. A.(1992)。Measuring service quality: A re-examination and extension。Journal of Marketing,56(3),55-68。  new window
274.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
275.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
276.Dyer, Jeffrey H.、Singh, Harbir(1998)。The Relational View: Cooperative Strategy and Sources of Interorganizational Competitive Advantage。Academy of Management Review,23(4),660-679。  new window
277.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
278.Colgate, M. R.、Danaher, P. J.(2001)。Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent execution。Journal of the Academy of Marketing Science,28(3),375-387。  new window
279.Balmer, John M. T.(2001)。Corporate identity, corporate branding and corporate marketing--Seeing through the fog。European Journal of Marketing,35(3/4),248-291。  new window
280.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
281.Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing,65(2),81-93。  new window
282.Roberts, P. W.、Dowling, G. R.(2002)。Corporate reputation and sustained superior financial performance。Strategic Management Journal,23(12),1077-1093。  new window
283.Fornell, Claes R.、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
284.Qiu, Larry D.、Spencer, Barbara J.(2002)。Keiretsu and Relationship-specific Investment: Implications for Market-opening Trade Policy。Journal of International Economics,58(1),49-79。  new window
285.Bettencourt, L. A.(1997)。Consumer Voluntary Performance: Customer as Partners in Service Delivery。Journal of Retailing,73(3),383-406。  new window
286.Bellizzi, Joseph A.、Bristol, T.(2005)。Supervising the unethical selling behavior of top sales performers: assessing the impact of social desirability bias。Journal of Business Ethics,57(4),377-388。  new window
287.Han, Xiaoyun、Kwortnik, R. J. Jr.、Wang, Chunxiao(2008)。Service loyalty--An integrative model ad examination across service contexts。Journal of Service Research,11(1),22-42。  new window
288.Grisaffe, Douglas B.、Jaramillo, Fernando(2007)。Toward higher levels of ethics: preliminary evidence of positive outcomes。Journal of Personal Selling & Sales Management,27(4),355-371。  new window
289.McClaren, Nicholas(2000)。Ethics in personal selling and sales management: A review of the literature focusing on empirical findings and conceptual foundations。Journarof Business Ethics,27(3),285-303。  new window
290.Román, S.、Ruiz, S.(2005)。Relationship outcomes of perceived ethical sales behaviour: The customer's perspective。Journal of Business Research,58(4),439-445。  new window
291.Dibb, S.、Simkin, L.(1993)。The Strength of Branding and Positioning in Services。International Journal of Service Industry Management,4(1),25-35。  new window
292.Dubinsky A. J.、Jolson, M. A.、Michaels, R. E.、Kotabe, M.、Un, L. C.(1992)。Ethical Perceptions of Field Sales Personnel: An Empirical Assessment。Journal of Personal Selling & Sales Management,12(4),9-12。  new window
293.Ebejer, J. M.、Morden, M. J.(1988)。Paternalism in the Marketplace: Should a Salesman Be His Buyer's Keeper?。Journal of Business Ethics,7(5),337-339。  new window
294.Evans, K. R.、Beltramini, R. F.(1987)。A Theoretical Model of Consumer Negotiated Pricing: An Orientation Perspective。Journal of Marketing,51(2),58-73。  new window
295.Vivek, S. D.、Banwet, D. K.、Shankar, R.(2008)。Analysis of interactions among core, transaction and relationship-specific investments: The case of offshoring。Journal of Operations Management,26(2),180-197。  new window
296.Wotruba, T. R.(1996)。The Transformation of Industrial Selling: Causes and Consequences。Industrial Marketing Management,25,327-338。  new window
圖書
1.Levy, M.、Weitz, B. A.(2009)。Retailing Management。New York:McGraw-Hill。  new window
2.Griffin, J.(1995)。Customer Loyalty : How to Earn It. How to Keep It。Simon and Schuster Inc.。  new window
3.Joreskog, K. G.、Sorbom, D.(2000)。LISREL VI, Analysis of Linear Structural Relationships by Maximum Likelihood, instrumental Variables, and Least Squares Methods。Mooresville:Scientific Software。  new window
4.Hunt, H. K.(1977)。CS/D--Overview and future research directions。Cambridge, MA:Marketing Science Institute。  new window
5.Rust, Roland T.、Zahorik, A. J.、Keiningham, T. L.(1996)。Service marketing。New York:HarperCollins。  new window
6.Kerlinger, Fred N.、Lee, Howard B.(2000)。Foundations of Behavioral Research。Harcourt College Publishers。  new window
7.Berry, Leonard L.、Parasuraman, A.(1991)。Marketing services: Competing through quality。The Free Press。  new window
8.Williamson, Oliver E.(1975)。Markets and Hierarchies: Analysis and Antitrust Implications。New York:Free Press。  new window
9.Kotler, P.(2009)。Marketing Management: Analysis, Planning, Implementation and Control。Englewood Cliffs:Prentice-Hall Inc.。  new window
10.吳思華(1998)。策略九說。台北:臉譜文化。  延伸查詢new window
11.Altman, I.、Taylor, D.(1973)。Social Penetration: The Development of Interpersonal Relationships。New York, NY:Holt, Rinehart and Winston。  new window
12.Hatcher, Larry(1994)。A step-by-step approach to using the SAS system for factor analysis and structural equation modeling。SAS Institute, Inc.。  new window
13.黃芳銘(2007)。結構方程模式:理論與應用。五南圖書出版股份有限公司。  延伸查詢new window
14.Blumstein, P.、Schwartz, P.(1983)。American Couples。Simon & Schuster。  new window
15.Coase, R. H.(1937)。The Nature of the Firm: Origins, Evolution, Development。Oxford University Press。  new window
16.Egan, J.(2004)。Relationship marketing : exploring relational strategies in marketing。Pearson Education Limited。  new window
17.Liljander, V.、Strandvik, T.(1995)。The nature of customer satisfaction in service。JAI Press Inc。  new window
18.Mckenna, R.(1991)。Relationship marketing: Successful strategies for the age of the consumer。Harvard Business School Press。  new window
19.Roberts, M. L.、Berger, P. D.(1999)。Direct Marketing Management。Prentice Hall。  new window
20.Wilson, H. W.(1985)。Reputations in Games and Markets。Cambridge University Press。  new window
21.Festinger, Leon(1957)。A Theory of Cognitive Dissonance。Stanford University Press。  new window
22.Reichheld, Fredrick F.(1996)。The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value。Harvard Business School Press。  new window
23.Blau, Peter Michael(1964)。Exchange and Power in Social Life。John Wiley & Sons, Inc.。  new window
24.Aaker, D. A.(1996)。Managing Brand Equity。Free Press。  new window
25.Fombrun, Charles J.(1996)。Reputation: Realizing Value from the Corporate Image。Harvard Business School Press。  new window
26.Jöreskog, Karl G.、Sörbom, Dag(1993)。LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language。Scientific Software International。  new window
27.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。  new window
28.Homans, George C.(1961)。Social Behavior: Its Elementary Forms。Harcourt, Brace & World。  new window
29.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
30.Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychometric Theory。McGraw-Hill。  new window
31.Tabachnick, B. G.、Fidell, L. S.(2001)。Using multivariate statistics。Boston:Allyn and Bacon Boston。  new window
32.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley and Sons。  new window
其他
1.Kelly, Kevin,Schine, Eric(19920629)。How Did Sears Blow This Gasket?。  new window
2.Kerstetter, J.(20010618)。Software Highfliers。  new window
圖書論文
1.Clemmer, E. C.、Schneider, B.(1996)。Fair Service。Advances in Services Marketing and Management。Greenwich, CT:JAI Press。  new window
2.Gremler, D. D.、Brown, S. W.(1996)。Service loyalty: its nature, importance and implications。Proceedings of American Marketing Association。New York:International Service Quality Association Inc。  new window
3.Berry, L. L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
4.Derlega, V. J.、Winstead, B. A.、Wong, P. T. P.、Greenspan, M.(1987)。Self-disclosure and relationship development: an attributional analysis。Interpersonal Process: New Directions in Communication Research。Sage Publications, Inc.。  new window
5.Mayers-Lavy, J.(1989)。Gender differences in information processing: a selectivity interpretation。Cognitive and Affective Response to Advertising。Lexington, MA:Lexington Books。  new window
6.Adams, John Stacey(1965)。Inequity in social exchange。Advances in experimental social psychology。Academic Press。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
無相關點閱
 
QR Code
QRCODE