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題名:專業能力、服務品質對顧客信任及交叉購買意願之影響--以電話行銷為例
書刊名:醒吾學報
作者:林素綉王瑞琪沈秋芳
作者(外文):Lin, Su-hsiuWang, Jui-chiShen, Chiou-fang
出版日期:2021
卷期:63
頁次:頁1-23
主題關鍵詞:專業能力服務品質顧客信任交叉購買意願電話行銷Professional competenceService qualityTrustCross-buying intentionTelemarketing
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:504
  • 點閱點閱:8
期刊論文
1.Boles, J. S.、Johnson J. T.、Barksdale, H. C. Jr.(2000)。How salespeople build quality relationships: A replication and extension。Journal of Business Research,48(1),75-81。  new window
2.Lewis, R. C.、Booms, B. H.(1983)。The marketing aspects of service quality。Emerging Perspectives on Services Marketing,65(4),99-107。  new window
3.Woodside, A. G.、Davenport, J. W. Jr.(1974)。The Effect of Salesman Similarity and Expertise on Consumer Purchasing Behavior。Journal of Marketing Research,11(2),198-202。  new window
4.Kumar, V.、George, M.、Pancras, J.(2008)。Cross-buying in retailing: Drivers and consequences。Journal of Retailing,84(1),15-27。  new window
5.Ngobo, Paul Valentin(2004)。Drivers of Customers' Cross-buying Intentions。European Journal of Marketing,38(9/10),1129-1157。  new window
6.De Matos, C. A.、Rossi, C. A. V.(2008)。Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators。Journal of the Academy of Marketing Science,36(4),578-596。  new window
7.Coulter, Keith S.、Coulter, Robin A.(2003)。The Effects of Industry Knowledge on the Development of Trust in Service Relationships。International Journal of Research in Marketing,20(1),31-43。  new window
8.Homburg, C.、Stock, R. M.(2004)。The link between salespeople's job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis。Journal of the Academy of Marketing Science,32(2),144-158。  new window
9.Busch, P.、Wilson, D. T.(1976)。An Experimental Analysis of A Salesman's Expert And Referent Bases of Social Power in the Buyer-Seller Dyad。Journal of Marketing Research,13(1),3-11。  new window
10.Liu, T. C.、Wu, L. W.(2009)。Cross-buying evaluations in the retail banking industry。The Service Industries Journal,29(7),903-922。  new window
11.Soureli, Magdalini、Lewis, Barbara R.、Karantinou, Kalipso M.(2008)。Factors that Affect Consumers' Cross-Buying Intention: A Model for Financial Services。Journal of Financial Services Marketing,13(1),5-16。  new window
12.Lehtinen, Jarno R.、Lehtinen, Uolevi(1991)。Two Approaches to Service Quality Dimensions。The Service Industries Journal,11(3),287-303。  new window
13.Heide, J. B.、John, G.(1992)。Do norms matter in marketing relationship?。Journal of marketing,56(2),32-44。  new window
14.Gefen, David、Karahanna, Elena、Straub, Detmar W.(2003)。Trust and TAM in Online Shopping: An integrated Model。Management Information Systems Quarterly,27(1),51-90。  new window
15.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
16.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
17.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
18.Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer trust, value, and loyalty in relational exchanges。Journal of Marketing,66(1),15-37。  new window
19.Evanschitzky, H.、Malhotra, N.、Wangenheim, F. V.、Lemon, K. N.(2017)。Antecedents of peripheral services cross-buying behavior。Journal of Retailing and Consumer Services,36,218-224。  new window
20.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
21.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
22.周素娥、廖碧玲(20191200)。美容師職能對消費者再購意願之影響--以顧客滿意度與人際信任為中介變項。中科大學報,6(1),47-66。new window  延伸查詢new window
23.宋峻豪、王昱凱(20190300)。共享經濟平臺之資訊不對稱、信任及購買意願:以聲譽及評價機制作為干擾變數。行銷評論,16(1),25-51。new window  延伸查詢new window
24.Kashif, M.、Rehman, M. A.、Pileliene, L.(2016)。Customer perceived service quality and loyalty in Islamic banks。The TQM Journal,28(1),62-78。  new window
25.Kumar, A.、Kashyap, A. K.(2018)。Leveraging utilitarian perspective of online shopping to motivate online shoppers。International Journal of Retail and Distribution Management,46(3),247-263。  new window
26.Mukerjee, K.、Shaikh, A.(2019)。Impact of customer orientation on word-of-mouth and cross-buying。Marketing Intelligence and Planning,37(1),97-110。  new window
27.Saleem, M. A.、Zahra, S.、Ahmad, R.、Ismail, H.(2016)。Predictors of customer loyalty in the Pakistani banking industry: A moderated-mediation study。International Journal of Bank Marketing,34(3),411-430。  new window
28.Verhoef, P. C.、Franses, P. H.、Hoekstra, J. C.(2001)。The impact of satisfaction on cross-buying: A dynamic model for a multi-service provider。Journal of Retailing,77,359-378。  new window
29.Pavlou, Paul A.(2003)。Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model。International Journal of Electronic Commerce,7(3),101-134。  new window
30.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
31.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
32.Kotler, Philp(1992)。Marketing's new paradigm: what's really happening out there?。Planning Review,20(5),50-52。  new window
33.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
34.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。  new window
35.彭台光、高月慈、林鉦棽(20060200)。管理研究中的共同方法變異:問題本質、影響、測試和補救。管理學報,23(1),77-98。new window  延伸查詢new window
36.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review,50(5),41-52。  new window
37.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
38.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
39.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
40.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
圖書
1.Bowden, J. A.、Masters, G. N.(1993)。Implications for higher education of a competency-based approach to education and training。Canberra:Australian Government Publishing Service。  new window
2.Buzzell, R. D.、Gale, B. T.(1987)。The Pims Principles: Linking Strategy to Performance。New York:Free Press。  new window
3.Chisholm, Margaret E.、Ely, Donald P.(1976)。Media Personnel in Education: a competency approach。Englewood Cliffs, New Jersery:Prentice-Hall。  new window
4.Stone, Bob、Wyman, John、劉會梁(1998)。電話行銷:銷售百分百實戰演練。商業周刊。  延伸查詢new window
5.Knowles, M. S.(1980)。The modern practice of adult education: From pedagogy to andragogy。Cambridge Adult Education。  new window
6.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
7.Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychometric Theory。McGraw-Hill。  new window
8.Schumacker, Randall E.、Lomax, Richard G.(2004)。A Beginner's Guide to Structural Equation Modeling。Lawrence Erlbaum Associates, Inc.。  new window
圖書論文
1.McKnight, D. H.、Chervany, N. L.(2001)。Trust and Distrust Definitions: One Bite at a Time。Trust in Cyber-societies: Integrating the Human and Artificial Perspectives。Springer-Verlag。  new window
2.Kumar, V.、Reinartz, W.(2018)。Impact of CRM on marketing channels。Customer Relationship Management。Springer。  new window
3.Taylor, J. L.、Woodside, A. G.(1981)。Exchange behavior among salesmen and customers in natural settings。Buyer-Seller Interactions: Empirical Research and Normative Issues。American Marketing Association。  new window
 
 
 
 
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