淡江大學覺生紀念圖書館 (TKU Library)
進階搜尋


下載電子全文限經由淡江IP使用) 
系統識別號 U0002-2406201223495300
中文論文名稱 企業倫理與社會責任認知對消費者知覺及意圖 影響之研究︰油品及信用卡消費者之實驗證據
英文論文名稱 The Effect of Perceived Role of Ethics and Social Responsibility on Consumers’ Cognition and Intention: Empirical study of petrol and credit card customers
校院名稱 淡江大學
系所名稱(中) 會計學系碩士在職專班
系所名稱(英) Department of Accounting
學年度 100
學期 2
出版年 101
研究生中文姓名 陳正偉
研究生英文姓名 Cheng-Wei Chen
學號 798600135
學位類別 碩士
語文別 中文
口試日期 2012-06-11
論文頁數 88頁
口試委員 指導教授-黃振豊
指導教授-孔繁華
委員-丁誌魰
委員-賴丞坡
委員-曹修源
中文關鍵字 企業倫理與社會責任  價格公平知覺  消費者滿意度  購買力 
英文關鍵字 Enterprise Ethics and Social Responsibility  Perception of Price Fairness  Consumer Satisfaction  Purchasing Power 
學科別分類 學科別社會科學商學
中文摘要 本研究在探討消費者對企業倫理與社會責任之認知對於他們價格公平知覺,消費者滿意度,購買意圖及抱怨與轉換意圖之間關係,以及因消費者購買力變化而受到影響。
本研究問卷主要包含兩個情境,提供受訪者加油及申辦信用卡的假設情境,用於調查消費者的對企業倫理及社會責任的反應。本研究主要以淡江大學EMBA在職進修之在學學生為問卷發放對象,各實驗情境發放350份紙本問卷,其中加油情境回收307份問卷,信用卡情境回收308份問卷,合計回收615份問卷,問卷回收率為87.9%。本研究利用SPSS 18.0及AMOS 18.0線性結構分析軟體,對本研究變數進行信、效度檢測、變數間相關係數分析與原始資料的各項敍述性統計分析,並對本研究構架進行路徑分析。
研究結果發現除了消費者對企業倫理與社會責任之認知對於他們價格公平知覺,消費者滿意度,購買意圖有正向的影響關係,及抱怨與轉換意圖有負向的影響關係。另外消費者對企業倫理與社會責任認知對於購買意圖及抱怨與轉換意圖之間的關係,會受到價格公平知覺及消費者滿意度之中介效果所影響。而這些中介效果隨著消費者的購買力變化,在價格公平性對購買傾向的中介效應上,低收入消費者比高收入消費者所受的影響更大,而在消費者滿意度導致的轉換或抱怨傾向的中介效應上,情況則相反。
英文摘要 The study explores the relationships between consumers’ perception of business ethics and social responsibility and their perception of price fairness, consumer satisfaction, purchasing intention and complaint as well as conversion intention, and also studies the influence caused by consumers’ purchasing power.
The research questionnaire falls into two situations. The first one is the assumed situation for consumers to gas up and apply for credit cards, and the second one is to investigate consumers’ response to business ethnics and social responsibility. Taking in-service students from EMBA major of Tamkang University as subjects, the research distributes 350 written questionnaires for each research situation, of which, 307 questionnaires for the first situation and 308 for the second situation were returned, with the rate of 87.9%. Adopting the SPSS 18.0 and AMOS 18.0 linear structure analysis software, the research conducts the analysis of the variables, including reliability detection, validity detection, correlation coefficient between variables, narrative statistic analysis on source materials as well as path analysis on the research framework.
The result reveals that the consumers’ cognition on enterprise ethics and social responsibility has positive correlation with perception of price fairness, consumer satisfaction, purchasing intention, and has negative correlation with complaints and shifting purchasing intention. In addition, the influence of consumers’ perception on enterprise ethics and social responsibility on purchasing intention and on complaints and shifting purchasing intention is affected by the mediating effect between perception of price fairness and consumer satisfaction. These mediating effect changes with consumers’ purchasing power. Regarding the mediating effect of perception of price fairness towards purchasing intention, low-income consumers are affected more than high-income consumers, while regarding the mediating effect of consumer satisfaction towards complaints and shifting intention, the situation is opposite.
論文目次 誌謝………………………………………………………………………………Ⅰ
中文摘要…………………………………………………………………………Π
英文摘要…………………………………………………………………………Ⅲ
目錄………………………………………………………………………………Ⅴ
表目錄……………………………………………………………………………Ⅶ
圖目錄……………………………………………………………………………Ⅷ
第一章 緒論…………………………………………………………………… 1
第一節 研究背景與動機………………………………………………….1
第二節 研究目的………………………………………………………… 3
第三節 研究內容與流程………………………………………………… 3
第二章 文獻探討……………………………………………………………… 5
第一節 企業倫理與社會責任之認知…………………………………… 5
第二節 價格公平知覺…………………………………………………… 12
第三節 消費者滿意度…………………………………………………… 16
第四節 購買意圖………………………………………………………… 19
第五節 抱怨行為與轉換意圖…………………………………………… 20
第六節 購買力………………………………………………….…………25
第七節 研究假說推論………………………………………………….…25
第三章 研究方法……………………………………………………………… 30
第一節 研究架構與假說………………………………………………… 30
第二節 變數定義與衡量………………………………………………… 32
第三節 問卷設計及基本資料…………………………………………….34
第四節 資料分析方法…………………………………………………….40
第四章 實證分析與結果……………………………………………………… 42
第一節 相關分析…………………………………………….…………... 42
第二節 結構方程模式分析……………………………………………… 44
第三節 中介效果分析…………………………………………………….51
第四節 干擾效果分析…………………………………………………….58
第五章 結論與建議…………………………………………………………… 62
第一節 研究結論…………………………………………….…………... 62
第二節 研究貢獻與管理意涵…………………………………………….65
第三節 研究限制與後續建議研究方向………………………………….67
參考文獻…………………….………………………………..…………………68
中文文獻……………….………………………………..…………………68
英文文獻……………….………………………………..…………………70
附錄 研究問卷…………………….……………………………………..……..83
表目錄
表2-1 國內外學者對企業社會責任的定義表……………………………………8
表3-1 研究假說彙總表……………………………………………………………31
表3-2 變數操作性定義與相關衡量項目…………………………………………33
表3-3 樣本結構次數分配…………………………………………………………38
表3-4 各構面信度分析彙總表……………………………………………………40
表4-1 各構面之相關分析…………………………………………………………43
表4-2 各研究變項各構面偏態與峰度分析表…………………………………….45
表4-3各構念題項之驗證性因素分析…………………………….……………….46
表4-4 整體模型配適度指標…………………………………………………….…48
表4-5 假設路徑之關係與檢定結果………………………………………………49
表4-6 中介效果各研究變項各構面偏態與峰度分析表…………….……………52
表4-7 中介效果各構念題項之驗證性因素分析……….………………….……...53
表4-8 中介效果整體模型配適度指標……….………………….……………...…55
表4-9 中介效果假設路徑之關係與檢定結果…………….………………...…….56
表4-10干擾效果整體模型配適度指標…………….………………………..……..59
表4-11干擾效果假設路徑之關係與檢定結果…………….…………….………. 61
表5-1 研究假說與研究問題間之驗證結果彙整表….…………….……….……...62
圖目錄
圖1-1 研究流程……………………………………………………………………4
圖2-1 同心圓的社會責任分類圖…………………………………………………10
圖2-2 企業社會責任金字塔圖……………………………………………………11
圖2-3 交易效用理論………………………………………………………………14
圖2-4 顧客抱怨分類………………………………………………………………22
圖3-1 本研究架構圖………………………………………………………………30
圖4-1 研究架構圖…………………………………………………………………49
圖4-2 中介效果研究架構圖………………………………………………………57
參考文獻 中文文獻
方世榮 譯,1998,行銷學,初版《Kolter Philip 著》,台北︰東華書局
朱俞靜,2005,企業社會責任對企業競爭力影響之探討,大葉大學事業經營研究所未出版碩士論文。
吳明隆, 2009,結構方程模式:AMOS 的操作與應用,台北市:五南圖書出版股份有限公司。
吳明隆,2010,SPSS操作與應用(第二版):問卷分析實務,台北:五南圖書出版股份有限公司。
吳明瑜,2005,非營利組織智慧資本與績效評估之關聯性,中國文化大學會計研究所未出版碩士論文。
吳萬益,2000,企業研究方法,台北:華泰文化事業。
李政義,1990,企業社會責任論,台北市:巨流圖書公司。
李春望,2000,企業倫理,台北︰正中書局出版
林建煌,2007,消費者行為,台北︰華泰文化出版。
林素吟,2005,服務品質、滿意度與購買意圖關係之研究:層級干擾迴歸分析之應用,管理評論,第24卷第2期︰1-17。
林欽榮,2002,消費者行為,台北:揚智文化出版。
林靈宏,1994,消費者行為學,台北:五南圖書出版股份有限公司。
胡憲倫、鍾啟賢,2003,企業社會責任之規範與發展趨勢介紹,環境工程會刊,第14卷3期︰6-14。
翁望回,1986,企業社會責任與企業正當性之研究,明德基金會生活素質研究中心。
高希均、林宜諄,2008,企業社會責任入門手冊,台北市:天下遠見。
許士軍,1999,新管理典範下的企業倫理,通識教育季刊,第6卷第4期︰35-46
許淑雅,2008,企業社會責任對組織認同之相關性研究,中國文化大學國際企業管理研究所未出版碩士論文。
許晴玉,1995,企業社會責任管理理論初探-理論架構之建立,國立交通大學管理科學研究所未出版之碩士論文。
陳宜民、鍾道詮 ,2002,醫師的社會責任養成教育之我見,應用倫理研究通訊,第21 期。
黃正忠,2006,21 世紀企業全球佈局的通行證-企業社會責任,證券櫃檯月刊,第22期︰21-30。
黃兆慧,2008,企業社會責任不只形象,動腦雜誌,第385期︰15。
黃怡翔,2008,決戰企業社會責任。台北市:鳴嵐
蔡明田、陳嵩,1999,台灣大專學生及企業經理人之倫理態度實證研究,教育研究資訊,第3卷第6期︰115-126
賴明政,2005,流通連鎖產業之企業倫理價值、組織承諾與成員-組織配適關係之研究,行銷評論,第2卷1期︰107-128。

英文文獻
Anderson, J., and D. W. Gerbing. 1988. Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin 103(3): 411-423.
Anderson, J. 1990. Impure Altruism and Donations of Public Goods: A Theory of Warm-Glow Giving. Economic Journal 100: 464-477.
Anderson, R. E. 1973. Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance. Journal of Marketing Research 10: 38-44.
Athanassopoulos, A., S. Gounaris, and V. Stathakopoulos. 2001. Ehavioural responses to customer satisfaction: An empirical study. European Journal of Marketing 35(5/6), 687.
Auger, P., and T. M. Devinney. 2003. Do What Consumers Say Matter? The Misalignment of Preferences with Unconstrained Ethical Intentions. Journal of Business Ethics 76(4): 361-383.
Axinn, C. N., J. E. Blair, A. Heorhiadi, and S. V. Thach. 2004. Comparing Ethical Ideologies Across Cultures. Journal of Business Ethics 54: 103-119.
Bagozzi, R.P., and Y. Yi. 1988. On the Use of Structural Equation Model in Experimental Designs, Journal of Marketing Research 26: 271-284.
Bagozzi, R. P., M. Gopinath, and P. U. Nyer. 1999. The Role of Emotions in Marketing. Journal of the Academy of Marketing Science 27(2): 184-206.
Baier, K. 1993. Egoism', in P. Singer (ed.), A Companion to Ethics. Blackwell, Oxford, UK: 197-204.
Baron, R., and D. Kenney. 1986. The Moderator-mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic and Statistical Considerations. Journal of Personality and Social Psychology 51: 1173-1182.
Barone, M. J., A. D. Miyazaki, and K. A. Taylor. 2000. The Influence of Cause-Related Marketing on Consumer Choice: Does One Good Turn Deserve Another? Journal of the Academy of Marketing Science 28: 248-262.
Batson, C. D., and L. L. Shaw. 1991. Evidence for Altruism: Toward a Pluralism of Prosaically Motives. Psychological Inquiry 2(2): 107-122
Bearden, W. O., and J. E. Teel. 1983. Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of Marketing Research 20(2): 21-28.
Bearden, W. O., and R. L. Oliver. 1985. The Role of Public and Private Complaining in Satisfaction with Problem Resolution. Journal of Consumer Affairs 19(2): 222-240.
Bechwati, N. N., and M. Morrin. 2003. Outraged Consumers: Getting Even at the Expense of Getting a Good Deal. Journal of Consumer Psychology 13(4): 440-453.
Bhattacharya, C. B., and S. Sen. 2004. Doing Better by Doing Good: When, Why, and How Consumers Respond to Corporate Social Initiatives. California Management Review 47(1): 9-25.
Bird, R., A. D. Hall, F. Momente, and F. Reggiani. 2007. What Corporate Social Responsibility Activities are Valued by the Market? Journal of Business Ethics 76: 189-206.
Bitner, M. J., B. H. Booms, and M. S. Tetreault. 1990. The Service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing 54: 71-84.
Blodgett, J. G., D. J. Hill, and S. S. Tax. 1997. The Effects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior. Journal of Retailing 73: 185-210.
Bolton, L. E., L. Warlop, and J. W. Alba. 2003. Explorations in Price (Un) Fairness. Journal of Consumer Research 29: 474-491.
Bolton, L. E., and J. W. Alba. 2006. Price Fairness: Good and Service Differences and the Role of Vendor Costs. Journal of Consumer Research 33(9): 258-265.
Bonus, H. 1973. Quasi-Engel Curves, Diffusion, and the Ownership of Major Consumer Durables. Journal of Political Economy 81(5/6): 655-677.
Bowen, H. 1953. Social responsibilities of the businessman. New York: Harper.
Brammer, S., and S. Pavelin. 2004. Building a Good Reputation. European Management Journal 22(6): 704-713
Campbell, M. C. 1999a. Perceptions of Price Unfairness: Antecedents and Consequences. Journal of Marketing Research 36(2): 187-199.
Campbell, M. C. 1999b. Why Did You Do That? The Important Role of Inferred Motive in Perceptions of Price Fairness. Pricing Strategy and Practice 8(2): 145-152.
Cardozo, R. N. 1965. An Experimental Study of Customer Effort, Expectation and Satisfaction. Journal of Marketing Research 2: 244-249.
Carroll, A. B. 1978. Linking Business Ethics to Behavior in Organizations. Advanced Management Journal 43(3): 4-11.
Carroll, A. B. 1979. A Three-Dimensional Conceptual Model of Corporate Performance. Academy of Management Review 4: 497-505.
Carroll, A. B. 1981. Business and society: Managing corporate social performance. Boston: Little, Brown.
Carroll, A. B. 1991. The Pyramid of Corporate social Responsibility: Toward he Moral Management of Organizational Stakeholders. Business Horizons 34(4): 39-48.
Carroll, M. R., D. F. Jennings, and C. Heavrin. 1997. Fundamentals of Organizational Behavior. Prentice Hall International, Inc.
Carvalho, S. W., S. Sen, M. O. Mota, and R. C. Lima. 2010. Consumer Reactions to CSR: A Brazilian Perspective. Journal of Marketing Springer 2010: 291-310.
Cavanagh, G. F. 2004. Global Business Ethics: Regulation, Code, or Self-restraint. Business Ethics Ouarterly 14(4): 625-642.
Chebat, J. C., and W. Slusarczyk. 2005. How Emotions Mediate the Effects of Perceived Justice on Loyalty in Service Recovery Situations: An Empirical Study. Journal of Business Research 58(5): 664-673.
Churchill, G. A., and C. Surprenant. 1982. An Investment into Determinants of Customer Satisfaction. Journal of Marketing Research: 491-504.
Cohen, C. Y., and P. E. Spector. 2001. The Role of Justice in Organizations: A Meta-Analysis. Organizational Behavior and Human Decision Processes 86: 278-321.
Cornwell, T. B., D. P. Roy, and E. A. Steinard. 2001. Exploring Managers Perceptions of the Impact of Sponsorship on Brand Equity. Journal of Advertising 30(2): 41-51.
Cowe, R. 2000. The rise of the virtuous company. New Statesman 13(630): 3-4.
Crawford, F., and R. Mathews. 2001. The Myth of Excellence: Why Great Companies Never Try to Be the Best at Everything. Crown Business, New York, NY.
Creyer, E. H., and W. T. J. Ross. 1997. Trade-Offs Between Price and Quality: How a Value Index Affects Preference Formation. Journal of Consumer Affairs 31(2): 280-302.
Cronin, J. J., and S. A. Taylor. 1992. Measuring service quality:areexamination and extention. Journal of Marketing 56(3): 55-68.
Boyd, D. E., and S. Bhat. 1998. The Role of Dual Entitlement and Equity Theories in Consumers For Fair Price Judgments:An Investigation Within a Business-Business Service Setting. Journal of Professional Services Marketing 17(1): 1-13
Dawes, R. M., and R. Thaler. 1998. Cooperation. Journal of Economic Perspectives 2(3): 187-197.
Dawkins, J., and S. Lewis. 2003. CSR in Stakeholder Expectations: and Their Implications for Company Strategy. Journal of Business Ethics 44(2/3): 185-193.
Day, R. L. 1980. Research perspectives on consumer complaining behavior. In Theoretical Developments in Marketing. Carles Bamb and Patrick Dunne, Chicago: American Marketing Association: 211-215.
Day, R. L. 1984. Modeling Choice Among Alternative Response to Dissatisfaction. Advance in Customer Research, Vol.11 Ed. Thomas Kinnear. AnnArboor, MI:Association for consumer Research: 496-499
Day, R. L. and E. L. Landon. 1977. Collecting Comprehensive Consumer Research. Advances in Consumer Research 3: 263-269.
Dick, A. S., and K. Basu. 1994. Customer Loyalty: Toward and Integrated Conceptual Framework. Journal of the Academy of Marketing Science 22, iss. 2.
Donaldson, T. and L. E. Preston. 1995. The Stakeholder Theory of the Corporation: Concepts, Evidence, and Implications. Academy of Management Review 20(1): 43-65.
Douglas, P. C., and B. Wier. 2005. Cultural and Ethical Effects in Budgeting Systems: A Comparison of U.S. and Chinese Managers. Journal of Business Ethics 60(2): 159-174.
Dovidio, J. F. 1984. Helping Behavior and Altruism: An Empirical and Conceptual Overview. in L. Berkowitz (ed.), Advances in Experimental Social Psychology (Academic Press, New York, NY): 361-427.
Du, S., C. B. Bhattacharya, and S. Sen. 2007. Reaping Relational Rewards from Corporate Social Responsibility: The role of Competitive Positioning. International Journal of Research in Marketing 24 (3): 224-241.
Dubinsky, A. J., R. Natarajan, and W. Y. Huang. 2005. Consumers' Moral Philosophies: Identifying the Idealist and the Relativist. Journal of Business Research 58: 1690-1701.
Elkington, J. 1998. Cannibals with Forks: The Triple Bottom Line of 21st Century Business (Capstone, Oxford, UK).
Etheredge, J. M. 1999. The Perceived Role of Ethics and Social Responsibility: An Alternative Scale Structure. Journal of Business Ethics 18: 51-64.
Ferrel O. C. and H. Geoffrey. 2000. Business: A changing world. McGraw-Hill: New York.
Folkes, V. S., S. Koletsky and J. L. Graham. 1987. A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport. Journal of Consumer Research 13(3): 534-539.
Fornell, C. 1992. A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing 56: 6-21.
Freeman, R. E. 1984. Strategic management: a stakeholder approach. Pitman: Boston.
Friedman, M. 1970. The social responsibility of business is to increase its profits. N. Y. TIMES, Sep: 13.
Fullerton, S., K. B. Kerch, and H. R. Dodge. 1996. Consumer Ethics: An Assessment of Individual Behavior in the Market Place. Journal of Business Ethics 15: 805-814.
Elisabet, G., and M. Dome`nec′. 2004. Corporate Social Responsibility Theories: Mapping the Territory. Journal of Business Ethics 53: 51-71.
Griffin, R. W. 1999. Management 6th ed., Boston: Houghton Mifflin Company.
Hair J., R. Anderson, R. Tatham, and W. Black. 1998. Multivariate Data Analysis, 5th ed, Upper Saddle River, NJ: prentice-Hall.
Hempel, D. J. 1977. Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement. The Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. H. Keith Hunt (ed.). Cambridge. MA: Marketing Science Institute: 7-9.
Holt, D. B., J. A. Quelch, and E. L. Taylor. 2004. How Global Brands Compete. Harvard Business Review 82(9): 68-75.
Hopkins, M. 2003. Planetary Bargain: Corporate Social Responsibility Matters. London , UK: Earthscan Publications.
Horsky, D. 1990. A Diffusion Model Incorporating Product Benefits, Price, Income and Information. Marketing Science 9 (Fall): 342-365.
Hunt H. K. 1977. CS—Overview and Future Research Direction. The Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. H. Keith Hunt (ed.). Cambridge. MA: Marketing Science Institute: 455-489.
Huppertz, J. W., S. J. Arenson, and R. H. Evans. 1978. An Application of Equity Theory to Buyer-Seller Exchange Situation. Journal of Marketing Research 15(5): 250-260.
Hustad, T. P., and E. A. Pessemier. 1973. Will the Real Consumer Activist Please Stand Up: An Examination of Consumers. Opinions About Marketing ractices. Journal of Marketing Research 10(8): 319-324.
Isen, A. M., and P. F. Levin. 1972. The Effect of Feeling Good on Helping: Cookies and Kindness. Journal of Personality and Social Psychology 21: 384-388.
Jacoby, J., and J. Jaccard. 1981. The Sources, meaning, and validity of consumer complaint behavior:a psychological analysis . Journal of Retailing 57 (Fall): 4-24.
Ganesh, J., M. J. Arnold, and K. E. Reynold. 2000. Understanding the Customer Base of Service Providers:An Examination of 76 the Differences Between Switchers and Stayers. Journal of Marketing 64(3): 65-87.
Jamieson, L. F., and F. M. Bass. 1989. Adjusting Stated Intention Measures to Predict Trial Purchase of New Products: A Comparison of Models and Methods. Journal of Marketing Research 26(8): 336–345.
Jones, M. A., D. L. Mothersbaugh, and S. E. Beauty. 2000. Switching Barriers and Repurchase Intentions in Services. Journal of Retailing 76(2): 259-274.
Jones, T. O., and E. W. Sasser. 1995. Why Satisfied Customer Defect, Harvard Business Review 73 (6): 88-99.
Kahneman, D., J. L. Knetsch, and R. Thaler. 1986. Fairness as a Constraint on Profit Seeking Entitlements in the Market. The American Economic Review 76(9): 728-741.
Kahneman, D. J., L. Knetsch, and T. Richard. 1986b. Fairness and the Assumptions of Economics. Journal of Business 59(4): 285-300.
Kahneman, D. and J. L. Knetsch. 1992. Contingent Valuation and the Value of Public Goods. Journal of Environmental Economics and Management 22: 90-94.
Kalapurakal, R., P. Dickson, and J. Urbany. 1991. Perceived Price Fairness and Dual Entitlement. inAdvances in Consumer Research, 18,Rebecca Holman and Michael Solomon(eds.), Provo, UT: Association for Consumer Research: 788-793
Kalwani, M. U., and C. K. Yim. 1992. Consumer Price and Promotion Expectations: An Experimental Study. Journal of Marketing Research 27(8): 251-262.
Kalyanarum, G., and J. D. C. Little. 1987. A Pricing Model Based on Perception Theories and Its Testing on Scanner Panel Data. working paper, Sloan School of Management, M. I. T., Cambridge, MA.
Kamen, J. M., and R. J. Toman. 1970. Psychophysics of price. Journal of Marketing Research 7(2): 27-35.
Kaptein, M. 2004. Business Codes of Multinational Firms: What Do They Say? Journal of Business Ethics 50(1): 13-31.
Keaveney, S. M. 1995. Customer Switching Behavior in Service Industries:An Exploratory Study. Journal of Marketing 59(4): 71-82.
Keller, K. L. 1993. Conceptualizing, Measuring, and Managing Customer-Based Brand Equity. Journal of Marketing 57(1): 1-22.
Kotler, P. 2003. Marketing Management, New Jersey: Prentice-Hall.
Lardinoit, T., and C. Derbaix. 2001. Sponsorship and Recall of Sponsors, Psychology and Marketing 18 (2): 167-190.
Lewis, P. V. 1985. Defining business ethics: Like nailing jello to a wall. Journal of Business Ethics 4: 377-383.
Logsdon, J. M., and D. J. Wood. 2005. Global Business Citizenship and Voluntary Codes of Ethical Conduct. Journal of Business Ethics 59(1/2): 55-67.
Lovelock, C. H., and L. Wright. 2002. Principles of Marketing and Management, 2nd ed. Prentice Hall, Inc.
Mahon, J., and S. Wartick. 2003. Dealing with Stakeholders: How Reputation, Credibility and Framing Influence the Game. Corporate Reputation Review 6 (1): 19-35.
Martins, M., and K. B. Monroe. 1994. Perceived Price Fairness: A New Look at an Old Construct. Advances in Consumer Research, 21, Rebecca Holmanand Michael Solomon(eds.), Provo, UT: Association for Consumer Research: 75-78.
Maxwell, S. 1995. What Makes a Price Increase Seem 'Fair'? Pricing Strategy and Practice 3: 21-27.
Maxwell, S. 1999. The Social Norms of Discrete Consumer Exchange: Classification and Quantification. American Journal of Economics and Sociology 58(4): 999-1018.
Mayer, V. 2006. Percepc﹐o˜ es de Injustic﹐a em Aumento de Prec﹐o de Servic﹐os: Dependencia do comprador, relevancia do servic﹐o, emoc﹐o˜ es e intenc﹐o˜ es de comportamento’, Unpublished doctoral dissertation, Instituto COPPEAD de Administrac﹐a˜o/UFRJ, Rio de Janeiro, Brazil.
Mayhew, G. E., and R. S. Winer. 1992. An Empirical Analysis of Internal and External Reference Prices Using Scanner Data. Journal of Consumer Research 19(6): 62-70.
McGuire, J. B. 1963. Business and Society. New York: McGraw-Hill.
McKinsey and Company. 2007. Shaping the New Rules of Competition: UN Global Compact Participant Mirror.
McWilliams, A., and D. Siegel. 2001. Corporate social responsibility: A theory of the firmperspective. Academy of Management Review 26: 117-127.
Mohr, L. A., and D. J. Webb. 2005. The Effects of Corporate Social Responsibility and Price on Consumer Responses. Journal of Consumer Affairs 39(1): 121-147.
Morganosky, M. A., and H. M. Buckely. 1986. Complaint Behavior: Analysis by Demographics, Lifestyle and Consumer Values. in M. Wallendorf and P. Anderson (eds.), Advances in Consumer Research XIV (Association for Consumer Research, Provo, UT): 223-226.
Muncy, J. A., and F. A. Vitell. 1992. Consumer Ethics: An Investigation of the Ethical Beliefs of the Final Consumer. Journal of Business Research 24: 297-311.
Oliver, R. L. 1981. What is Customer Satis faction. Wharton Magazine 5: 36-41.
Oliver, R. L., and W. S. Desarbo. 1988. Response Determinantes in Satisfaction Judgements. Journal of Customer Research 14: 495-507.
Oliver, Richard L. 1980 . A Cognitive Model of the Antecedent and Consequences of Satisfaction decision. Journal of Marketing Research 17: 460-469.
Ping, R. A. 1995. Some uninvestigated antecedents of retailer exit intention. Journal of Business Research 34: 171-180
Porter, M. E., and M. K. Kramer. 2006. Strategy and society: The link between competitive advantage and corporate social responsibility. Harvard Business Review 84(12): 78-92
Raju, P. S. 1984. Exploratory Brand Switching: An Empirical Examination of Its Determinants. Journal of Economic Psychology 15: 202-221.
Rashid, Z. A., and J. A. Ho. 2003. Perceptions of Business Ethics in a Multicultural Community: The Case of Malaysia. Journal of Business Ethics 43(1): 75-87.
Richins, M. L. 1983. An Analysis of Consumer Interaction Styles in the Marketplace. Journal of Consumer Research 10(6): 73-82.
Richins, M. L. 1983. Negative Word-of Mouth by Dissatisfied Consumers. Journal of Marketing 47(Winter): 68-78.
Robins, F. 2005. The future of corporate social responsibility. Asian Business and Management 4: 95-115.
Roy, D. P., and T. B. Cornwell. 2003. Brand Equity's Influence on Responses to Event Sponsorships. The Journal of Product and Brand Management 12(6/7): 377-393.
Schiffman, L. G., and L. L. Kanuk. 2000. Consumer Behavior, New Jersey: Pearson Prentice Hall.
Seiders, K., G. B. Voss, D. Grewal and A. L. Godfrey. 2005. Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context. Journal of Marketing 69(10): 26-43.
Serpa, D. A. F. 2006. Efeitos da Responsabilidade Social Corporativa na Percepc﹐a˜o do Consumidor sobre prec﹐oe valor: Um estudo experimental. Unpublished doctoral dissertation, Instituto COPPEAD de Administrac ﹐a˜o/UFRJ, Rio de Janeiro, Brazil.
Siltaoja, M. E. 2006. Value Priorities as Combining Core Factors Between CSR and Reputation - A Qualitative Study. Journal of Business Ethics 68: 91-111.
Singh, J. 1988. Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues. Journal of Marketing 52: 93-107.
Singh, J. 1990. Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation across Three Service Categories. Journal of the Academy of Marketing Science 18(1): 1-15.
Singh, J. and R. R. Howell. 1984. Customer Complaining Behavior: A Reviewand Prospectus. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 41: 9.
Singhapakdi, A., S. J. Vitell, K. C. Rallapalli, and K. L. Kraft. 1996. The Perceived Role of Ethics and Social Responsibility: A Scale Development. Journal of Business Ethics 15: 1131-1140.
Sivakumar, K., and S. P. Raj. 1997. Quality Tier Competition: How Price Change Influences Brand Choice and Category Choice. Journal of Marketing 61(3): 71-84.
Smith, N. C. 1996. Ethics and the Typology of Customer Value , in K. P. Corfman and J. G. Lynch Jr. (eds.), Advances in Consumer Research, Vol. 23(Association for Consumer Research, Provo, UT): 148-153.
Steiner, R., and F. Kelly. 1976. A Key Factor Approach to Assessing Management Development. Personnel Journal (7): 358-361, 344-348
Strahilevitz, M., and J. G. Myers. 1998. Donations to Charity as Purchase Incentives: How Well They Work May Depend on What You Are Trying to Sell. Journal of Consumer Research 24(3): 434-445.
Strahilevitz, M. 1999. The Effects of Product Type and Donation Magnitude on Willingness to Pay More for a Charity-Linked Brand. Journal of Consumer Psychology 8(3): 215-241.
Swan, J. E., and L. J. Combs. 1976. Product Performance and Consumer Satisfaction: A New Concept. Journal of Marketing 40: 25-33.
Thaler, R. 1985. Mental Accounting and Consumer Choice. Marketing Science 4(Summer): 199-214.
Trudel, R., and J. Cotte. 2009. Does It Pay to Be Good? MIT Sloan Management Review 50(2): 60-68.
Tversky, A., and D. Kahneman. 1979. Judgment under Uncertainty Heuristics and Biases. Science 185(9): 1124-1131.
Vaidyanathan, R., and P. Aggarwal. 2003. Who is the Fairest of Them All? An Attributional Approach to Price Fairness Perceptions. Journal of Business Research 56: 453-463.
Wakefield, K. L., and J. J. Inman. 2003. Situational Price Sensitivity: The Role of Consumption Occasion, Social Context and Income. Journal of Retailing 79: 199-212.
Walsh, G., H. Evanschitzky, and M. Wunderlich. 2008. Customer Loyalty; Customer Satisfaction; Service Levels. European Journal of Marketing 42(9/10): 977-1004.
Walster, E., E. Berschield, and W. G. Walster. 1973. New Directions in Equity Research. Journal of Personality and Social Psychology 25: 151-176.
Warland, R. H., R. O. Herrmann, and J. Willis. 1975. Dissatisfied Consumers: Who Gets Upset and Who Takes Action. Journal of Consumer Affairs 9 (Winter): 148-163.
Weiner, B., D. Russell, and D. Lerman. 1985. Affective Consequenceness of Causal Ascriptions. in New Directions in Attribution Research, (2ed) John H. Harvey, William Ickes and Robert F. Kidd (eds), Hillsdale, NJ: Lawrence Erlbaum: 577-581.
Wood, D. J. 1991. Corporate social performance revisited. Academy of Management Review 16: 691-718.
Woodruff, R. B. 1983. Modeling Consumer Satisfaction Process Using Experience Based Norms. Journal of Marketing 10: 296-304.
Woodside, A. G. F., and R. T. Daly. 1989. Linking Service Quality, Customer Satisfaction, and Behavioral Intention. Journal of Care Marking 9(4): 5-17.
Xia, L., K. B. Monroe, and J. L. Cox. 2004. The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions. Journal of Marketing 68(4): 1-15.
Zeithaml, V. A. 1988. Consumer Perceptions of Price, Quality and Value: A Means-end Model and Synthesis of Evidence. Journal of Marketing 52(3): 2-22.
Zeithaml, V. A., L. L. Berry, and A. Parasuraman. 1996. The behavioral consequences of service quality. Journal of Marketing 60: 31-46.
論文使用權限
  • 同意紙本無償授權給館內讀者為學術之目的重製使用,於2012-06-28公開。
  • 同意授權瀏覽/列印電子全文服務,於2012-06-28起公開。


  • 若您有任何疑問,請與我們聯絡!
    圖書館: 請來電 (02)2621-5656 轉 2281 或 來信