系統識別號 | U0002-2806200716465900 |
---|---|
DOI | 10.6846/TKU.2007.00926 |
論文名稱(中文) | 台灣手機產業顧客忠誠驅動因子之研究-以滿意為中介變數 |
論文名稱(英文) | A Study of Customer Loyalty Drivers in Taiwan Mobile Phone Industry - Satisfaction as Mediating Variable. |
第三語言論文名稱 | |
校院名稱 | 淡江大學 |
系所名稱(中文) | 國際貿易學系國際企業學碩士班 |
系所名稱(英文) | Department of International Trade |
外國學位學校名稱 | |
外國學位學院名稱 | |
外國學位研究所名稱 | |
學年度 | 95 |
學期 | 2 |
出版年 | 96 |
研究生(中文) | 王方怡 |
研究生(英文) | Fang-I Wang |
學號 | 694480236 |
學位類別 | 碩士 |
語言別 | 繁體中文 |
第二語言別 | |
口試日期 | 2007-05-21 |
論文頁數 | 82頁 |
口試委員 |
指導教授
-
張俊惠
委員 - 黃志文 委員 - 魏上凌 |
關鍵字(中) |
手機 驅動因子 滿意 顧客忠誠 |
關鍵字(英) |
Driver Mobile Phone Satisfaction Loyalty |
第三語言關鍵字 | |
學科別分類 | |
中文摘要 |
隨著電信產業的發展,手機的服務已經廣為大眾所接受,它也成為人們日常生活中不可或缺的商品;然而隨著手機服務的普及,台灣手機產業逐漸邁入成長趨緩的成熟期,在這樣的情況下,消費者對於手機品牌的忠誠度成為相關業者要保有原顧客的制勝關鍵。因此,本研究沿襲Gounaris & Stathakopoulos (2004)對忠誠度驅動因子之研究(消費者驅動因子、品牌驅動因子、社會驅動因子),針對台灣地區的手機使用者為對象,並以滿意為中介變數,來探討手機消費者忠誠行為與各項驅動因子的關係。為驗證本研究的觀念架構,本研究採用結構方程模式(structural equation model, SEM)來進行分析,而主要的研究發現描述如下: ㄧ、三項驅動因子皆對顧客忠誠有正向顯著的影響 相關業者應同時致力於本研究三項驅動因子的努力,而其中又以社會地位(社會驅動因子)對顧客忠誠的影響最為顯著,因此相關業者可以透過廣告為自身品牌塑造一種名牌的象徵,使消費者知覺手機品牌帶給他的社會效用很高,或是越可能讓其受到他人的讚美、吸引他人欣羨的眼光,如此一來,消費者對該品牌將更具忠誠。 二、再次證實滿意的重要角色 本研究再次證實滿意對於忠誠的確有重要影響,且其「中介效果」的確存在於台灣手機消費者的忠誠行為中,顯示相關業者在關注本研究三項驅動因子的同時,也將其連結至消費者對於手機品牌的整體需求與期待,達到顧客滿意的程度,如此一來將更強化消費者的忠誠行為。 |
英文摘要 |
With the development of telecommunication, the service of mobile phone has been used by more and more people, and nowadays it becomes an essential equipment for people in Taiwan. Yet Taiwan’s mobile industry grows slowly in recent years, hence it’s inchmeal going into the mature stage. In such situation, how can the phone brand vendors keep their customers stay becomes the key point to win in the industry. Therefore, this thesis mainly follows the study of Gounaris & Stathakopoulos (2004), which identifies three antecedent aspects of loyalty (consumer drivers, brand drivers, and social drivers). Furthermore the thesis combines satisfaction as the mediating variable to study the relationship between the three drivers and loyalty. It uses structural equation model (SEM) to conduct data analysis, and the findings are as follow: 1. All three drivers have significant positive effects on loyalty, especially the social driver. Relative vendors can create a high-class symbol for their phone brand, and make the customers feel proud to use their brand (high social utility), therefore they’ll be willing to buy the brand in the future. 2. The thesis certifies the importance of mediating variable (satisfaction) again. The result reminds the relative vendors should not only pay efforts to the former drivers, but also link them to customer needs and expectation. Once achieve customer satisfaction, the loyalty effect will be reinforced. |
第三語言摘要 | |
論文目次 |
目錄.................................................................................................................I 表目錄……………………………………………………………………....II 圖目錄………………………………………………………………..……III 第一章 緒論................................................................................................1 第一節 研究背景........................................................................................................... 1 第二節 研究動機........................................................................................................... 3 第三節 研究目的........................................................................................................... 5 第四節 研究對象與範圍............................................................................................... 6 第五節 研究流程........................................................................................................... 7 第二章 文獻探討........................................................................................8 第一節 消費者驅動因子、品牌驅動因子、社會驅動因子....................................... 8 第二節 顧客滿意……………………………………………………………………..18 第三節 顧客忠誠度......................................................................................................25 第四節 驅動因子與滿意、顧客忠誠之關係..............................................................31 第三章 研究方法.......................................................................................34 第一節 觀念架構..........................................................................................................34 第二節 研究假說……………………………………………………………………..35 第三節 研究變數之操作性定義與衡量……………………………………………..38 第四節 問卷設計與抽樣方法………………………………………………………..42 第五節 資料分析方法………………………………………………………………..43 第四章 資料分析與結果...........................................................................47 第一節 敘述統計分析..................................................................................................47 第二節 信度分析……………………………………………………………………..54 第三節 結構方程式模式分析………………………………………………………..55 第五章 研究結論與發現...........................................................................64 第一節 研究結論………………………………………………………………….….64 第二節 研究發現………………………………………………………………….….65 第三節 研究限制與未來研究建議…………………………………………………..67 參考文獻…..…………………………………………………………….....68 附錄一 研究問卷………..……………………………………………..….80 表目錄 表1-11 本研究之研究範圍..........................................................................................6 表2-1 Jacoby & Kaplan的知覺風險定義與類型....................................................10 表2-2 Peter & Ryan的知覺風險定義與類型..........................................................11 表2-3 Mitchell的知覺風險定義與類型..................................................................12 表2-4 愉悅價值之相關概念與定義彙總表............................................................14 表2-5 社會地位之相關概念與定義彙總表............................................................16 表2-6 顧客滿意度定義之彙總表............................................................................21 表2-7 顧客滿意度相關理論彙總表........................................................................23 表2-8 顧客忠誠之定義彙總表................................................................................27 表2-9 顧客忠誠之衡量方式....................................................................................30 表3-1 風險趨避之變數定義與衡量........................................................................38 表3-2 愉悅價值之變數定義與衡量........................................................................39 表3-3 社會地位之變數定義與衡量........................................................................40 表3-4 滿意之變數定義與衡量................................................................................40 表3-5 顧客忠誠之變數定義與衡量........................................................................41 表3-6 問卷回收情形分析表....................................................................................42 表3-7 有效問卷之來源............................................................................................42 表3-8 Cronbach’s α係數與信度..............................................................................43 表3-9 LISREL之參數矩陣......................................................................................45 表3-10 整體模式之配適度判斷指標........................................................................46 表4-1 有效樣本之性別分佈情形........................................................................…47 表4-2 有效樣本之年齡分佈情形............................................................................48 表4-3 有效樣本之教育程度分佈情形....................................................................48 表4-4 有效樣本之居住地區分佈情形....................................................................49 表4-5 有效樣本之職業類別分佈情形....................................................................49 表4-6 有效樣本之平均收入(月)分佈情形..............................................................50 表4-7 受訪者曾經使用過的手機品牌....................................................................51 表4-8 受訪者曾經使用的手機品牌數量表............................................................52 表4-9 受訪者目前使用之手機品牌分佈情形........................................................52 表4-10 受訪者使用手機的主要行為........................................................................53 表4-11 研究變項之信度分析彙整表........................................................................54 表4-12 結構方程模式之參數說明............................................................................57 表4-13 整體模式之配適度評估............................................................................... 58 表4-14 衡量模式之評估............................................................................................59 表4-15 整體之研究假說驗證結果............................................................................61 表4-16 本研究三項驅動因子對忠誠之直接、間接、整體影響效果………..…..63 圖目錄 圖1-1 全球手機出貨量趨勢......................................................................................1 圖1-2 台灣地區手機用戶數一覽表..........................................................................2 圖1-3 本研究之研究流程圖......................................................................................7 圖2-1 Gounaris & Stathakopoulos (2004)之觀念架構..............................................8 圖3-1 本研究之觀念架構........................................................................................34 圖4-1 本研究整體模式之線性結構關係圖............................................................56 圖4-2 整體模式結構關係路徑分析圖....................................................................62 |
參考文獻 |
ㄧ、中文部份 古田隆彥(1990),生活市場最尖端:觀察成熟消費社會的九個角度(陳寶蓮 譯),台 北:遠流出版社。 吳宏庭(2001),「音樂產品之消費價值與消費倫理對盜版/燒錄購買行為關係之研 究」,國立高雄第一科技大學行銷與流通管理所碩士論文。 李毓芳(2001),「購買決策情境對產品屬性選擇偏好之影響」,九十年度全國管理 碩士論文獎論文集。 周文賢(2004),多變量統計分析:SAS/SATA使用方法,初版,台北市:雙葉書廊有 限公司。 邱皓政(2004),結構方程模式:LISREL的理論、技術與應用,初版,台北市:雙葉 書廊有限公司。 徐達光(1997),「物質主義:概念的發展與測量」,國家科學委員會專題研究報告。 陳世偉(2003),「國產汽車消費者購買行為之研究」,國立台北大學企業管理學系碩 士論文。 陳文彬(2005),「產品認知屬性、炫燿價值與流行消費間關係之研究-以進口手錶消費 行為為例」,國立高雄第一科技大學行銷與流通管理系碩士論文。 許世銘(2000),「高爾夫會員證購買動機、投資認知及會員滿意度之探討-以東方高爾 夫球場為例」,國立台灣大學財務金融學系碩士論文。 莊麗娟(1999),「物質主義傾向、消費價值觀與產品涉入對收藏行為影響之研究」, 私立元智大學管理學研究所碩士論文。 衛南陽(2001),服務競爭優勢-探索永續經營的奧秘,台北:商兆文化股份有限公 司。 蕭文傑(2003),「顧客價值與顧客忠誠度關係之研究-以T連鎖餐廳為例」,國立高 雄第一科技大學行銷與流通管理研究所碩士論文。 二、英文部分 Aaker, D. (1991), Management Brand Equity: Capitalizing on The Value of A Brand Name, United States of America: Free Press. Aaker, D. (1995), Building Strong Brands, New York: Free Press. Anderson, E. W. and Sullivan, M. W. (1990), Customer Satisfaction And Retention Across Firms, presentation at the TIMS College of Marketing Special Interest Conference on Services Marketing, Nashville. Anderson, E.W. and Sullivan, M. W. (1993), “The Antecedents And Consequences of Customer Satisfaction for The Firms,” Marketing Science, 12, 125-143. Anderson, E. W., Fornell, C. and Donald, R. L. (1994), “Customer Satisfaction, Market Share, And Profitability: Findings from Sweden,“ Journal of Marketing, 58, 7, 53-66. Assael, H. (1992), Consumer Behavior And Marketing Actions, 4th ed., Boston: Kent Publishing Co. Babin, B. J., Darden, W. R. and Griffin, M. (1994), “Work And/Or Fun: Measuring Hedonic And Utilitarian Shopping Value,” Journal of Consumer Research, 20, 3, 644-656. Baudrillard, J. (1983), Simulations, New York: Semiotext. Bauer, R. A. (1960), Consumer Behavior as Risk Taking, in: Cox, D. F. (ed.), Risk Taking And Information Handling in Consumer Behavior, Harvard Business Press, Boston, MA, 23-33. Beardden, W. O. and Teel, J. E. (1983), “Selected Determinants of Customer Satisfaction And Complaint Reports,” Journal of Marketing Research, 20, 21-28. Bettman, J. R. (1973), “Perceived Risk And Its Components: A Model And Empirical Test,” Journal of Marketing Research, 184-190. Berry, L. L. (1995), “Relationship Marketing of Services-Growing Interest, Emerging Perspectives,” Journal of the Academy of Marketing Science, 23, 4, 236-245. Berry, L. L. and Paeasuraman, A. (1996), Marketing Services: Competing Through Quality, New York: Free Press. Bhote, K. R. (1996), Beyond Customer Satisfaction to Customer Loyalty-The Key to Greater Profitability, New York: American Management Association. Bruhn, M. and Grund, M. (2000), “Theory Development and Implementation of National Customer Satisfaction Indices - The Swiss Index of Customer Satisfaction (SWICS),” Total Quality Management, 11, 7, 1017-1028. Cardozo, R. N. (1965), “An Experimental Study of Customer Effort, Expectation, And Satisfaction,” Journal of Marketing Research, 24, 244-249. Cadotte, E. R., Woodruff, R. B. and Jenkinds, R. L. (1987), “Exceptions And Norms in Models of Consumer Satisfaction”, Journal of Marketing Research, 24, 305-314. Chaudhuri, A. and Holbrook, M. B. (2001), “The Chain Effects from Brand Trust And Brand Affect to Brand Performance: The Role of Brand Loyalty,” Journal of Marketing, 65, 4, 81-93. Churchill, G. A. (1979) “A Paradigm for Developing Better Measures of Marketing Constructs,” Journal of Marketing Research, 16, 1, 67-73. Churchill, G.. A. and Suprenant, C. (1982), “An Investigation into Determinants of Customer Satisfaction,” Journal of Marketing Research, 491-504. Coleman, R. P. (1983), “The Continuing Significance of Social Class to Marketing,” Journal of Consumer Research, 265-280. Cox, D. F. and Rich, S. R. (1964), “Perceived Risk and Consumer Decision- Making – The Case of Telephone Shopping,” Journal of Marketing Research, 4, 11, 32-39. Cronin, J. J. and Taylor, S. A. (1992), “Measuring Service Quality: A Reexamination And Extension,” Journal of Marketing, 56, 55-68. Cunningham, S. M. (1967), The Major Dimensions of Perceived Risk, in: Cox, Donald F. (Ed.), Risk Taking And Information Handling in Consumer Behavior, Harvard Business Press, Boston, MA, 82-108. Czepiel, J. A. (1974), Perspective on Consumer Satisfaction, AMA Conference Proceedings, 119-123. Day, R. L. (1977), Extending The Concept of Consumer Satisfaction, Atlanta: Association for Consumer Research, 4, 149-154. Day, R. L. and Hunt, H. K. (1997), Toward A Process Model of Consumer Satisfaction, in Conceptualization and Measurement of Consumer Satisfaction And Dissatisfaction, Cambridge: Marketing Science Institute. Dick, A. S. and Basu, K. (1994), “Customer Loyalty: Toward An Integrated Conceptual Framework,” Journal of the Academy of Marketing Science, 22, 2, 99-113. Dougals, M. and Isherwood, B. (1979), The World of Goods, New York: Basic Books. Dowling R. and Staelin, R. (1994), “A Model of Perceived Risk And Intended Risk-Handling Activity,” Journal of Consumer Research, 21, 6, 110.134. Festervand, T. A., Snyder, D. R. and Tsalikis, J. D. (1986), “Influence of Catalog v.s. Store Shopping And Prior Satisfaction on Perceived Risk,” Academy of Marketing Science Journal, 14, 4, 28-36. Flanagan, T.A. and Fredericks, J.O. (1993), “Improving Company Performance Through Customer Satisfaction,” National Productivity Review, 2, 239-258. Floh, A. and Treiblmaier, H. (2006), “What Keeps The E-Banking Customer Loyal? A Multigroup Analysis of The Moderating Role of Consumer Characteristics on E-Loyalty in the Financial Service Industry,” Journal of Electronic Commerce Research, 7, 2, 97-110. Folkes, V. S. (1984), “Consumer Reactions to Product Failure: An Attributional Approach,” Journal of Consumer Research, 10, 3, 398-409. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J. and Bryany, B. E. (1996), “The American Customer Satisfaction Index: Nature, Purpose, And Findings,” Journal of Marketing, 60, 4, 7-18. Fornell, C. (1992), “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, 56, 1, 6-21. Forsythe, S. M. and Shi, B. (2003), “Consumer Patronage And Risk Perceptions in Internet Shopping,” Journal of Business Research, 56, 867-875. Frederick, F. R. and Phil, S. (2000), “E-Loyalty: Your Secret Weapon on The Web”, Harvard Business Review, 105-113. Gerpott, T. J., Rambs, W. and Schindler, A. (2001), “Customer Retention, Loyalty, And Satisfaction in The German Mobile Cellular Telecommunications Market,” Telecommunications Policy, 25, 249-269. Gillespie, A., Krishan, M., Oliver, C., Olsen, K. and Thiel, M. (1999), Online Behavior: Stickiness, Vanderbilt University’s eLab. Goodman, J. (1989), “The Nature of Customer Satisfaction,” Quality Progress, 2, 37-40. Gounaris, S. and Stathakopoulos, V. (2004), “Antecedents And Consequences of Brand Loyalty: An Empirical Study,” Journal of Brand Management, 11, 4, 283-306. Griffin, J. (1995), Customer Loyalty: How to Earn It, How to Keep It, San Francisco: Jossey-Bass Publishers. Gronholdt., L., Martensen, A. and Kristensen, K. (2000), “The Relationship Between Customer Satisfaction And Loyalty: Cross-Industry Differences,” Total Quality Management, 11, 3, 509-516. Guielford, J.P. (1965), Fundamental Statistics in Psychology And Education, 4th ed., New York: McGraw Hill. Heskett, J. L., Thomas, O. J., Gary, W. L., Sasser, W. J. and Leonard, A. (1994), “Putting The Service-Profit Chain to Work,” Harvard Business Review, 72, 2, 164-172. Hirschman, E. C. and Holbrook, M. B. (1982), “Hedonic Consumption: Emerging Concepts, Methods And Propositions,” Journal of Marketing, 46, 92-101. Holbrook, M. B. (1994), The Nature of Customer Value: An Axiology of Service in The Consumption Experience, Service Quality: New Direction in Theory And Practice, in Rust, R. T. and Oliver, R. L. (eds.), Thousand Oads, CA: Sage Publications, 21-71. Holbrook, M. B. (1999), Introduction to Consumer Value, in Holbrook, M. B. (ed.), Consumer Value: A Framework for Analysis And Research, New York: Routledge, 1-29. Holbrook, M. B. and Hirschman, E. C. (1982), “The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, And Fun,” Journal of Consumer Research, 9, 132-144. Holbrook, M. B. (1996), Customer Value - A Framework for Analysis And Research, in Corfman, K.P. and Lynch, J. G. (eds.), Advances in Consumer Research, 23, 138-142. Howard, J. A. and Sheth, J. N. (1969), The Theory of Buyer Behavior, New York: John Willy and Sons. Jacoby, J. and Kaplan, L. B. (1972), The Component of Perceived Risk, Association for Consumer Research, 3, 5, 382-393. Jacoby, J. and Chestnut, R. W. (1978), Brand Loyalty: Measurement And Management, New York: John Wiley and Sons. Johns, M. (1995), “Customer Satisfaction: The Case for Measurement,” Journal of Audiovisual Media in Medicine, 18, 1, 17-21. Johnson, M. D. and Fornell, C. A.(1991) “A Framework for Comparing Customer Satisfaction Across Individuals And Product Categories,” Journal of Economics Psychology, 12, 267-286. Jones, T. O. and Sasser, W. J. (1995), “Why Satisfied Customer Defect,” Harvard Business Review, 73, 6, 88-99. Jordan, P.W. (1998), “Human Factors for Pleasure in Product Use,” Applied Ergonomics, 29, 1, 25-33. Jordan, P. W. (1999), Pleasure With Products: Human Factors for Body, Mind And Soul, in Green, W. S. and Jordan, P. W. (eds.), Human Factors in Product Design: Current Practice And Future Trends, London: Taylor and Francis, 206-217. Jöreskog, K. G. (1973), A General Method for Estimating A Linear Structural Equation System, in Goldberger, A. S. and Duncan, O. D. (eds.), Structural Equation Models in Thesocial Science, New York: Academic, 85-112. Kotler, P. (1991), Marketing Management: Analysis, Planning, Implementation And Control, 7th ed., New Jersey: Prentice-Hall. Kotler, P. (1996), Marketing Management: Analysis, Planning, Implementation And Control, 9th ed., New Jersey: Prentice Hall. Kotler, P., Leong, S. M., Ang, S. H. and Tan, C.T. (1996), Marketing Management:An Asian Perspective, Singapore: Prentice Hall. Latour, S. A. and Peat, N. C. (1979), “The Role of Situationally Produced Expectations, Others’ Experiences And Prior Experience in Determing Consumer Satisfaction,” Advances in Consumer Research, 7, 586-592. Lee, M. and Cunningham, L. F. (2001), “A Cost/Benefit Approach to Understanding Service Loyalty,” Journal of Services Marketing, 15, 2, 113-130. Liljander, V. and Strandvik, T. (1995), The Relation Between Service Quality, Satisfaction And Intentions, in Kunst, P. and Lemmink, J. (eds.), Managing Service Quality, The Netherlands: Paul Chapman Publishing, 1, 45–63. Lim, N. (2003), “Consumers’ Perceived Risk: Sources versus Consequences,” Electronic Commerce Research and Applications, 2, 216-228. Mathwick, C., Naresh, M. and Edward, R. (2001), “Experiential Value: Conceptualization, Measurement And Application in The Catalog And Internet Shopping Environment,” Journal of Retailing, 39-56. Mano, H. and Oliver, R. L. (1993), “Assessing The Dimensionality And Structure of The Consumption Experience: Evaluation, Feeling, And Satisfaction,” Journal of Consumer Research, 20, 3, 451-466. Miller, J. A. (1977), Studying Satisfaction, Modifying Models, Eliciting Expectation, Posing Problems And Making Meaningful Measurements, Cambridge, Mass, Marketing Science Institute, 72-91. Mitchell, V. W. (1998), “Understanding Consumers' Behaviour: Can Perceived Risk Theory Help?” Management Decision, 30, 3, 26-31. Muller, W. (1991), “Gaining Competitive Advantage Through Customer Satisfaction,” European Management Journal, 201-221. Newman, J. W. and Werbel, R. A. (1983), “Multivariate Analysis of Brand Loyalty for Major Household Appliances,” Journal of Marketing Research, 10, 11, 404-409. Oliver, R. L. (1980), “A Cognitive Model of The Antecedent And Consequences of Satisfaction Decisions,” Journal of Marketing Research, 17, 11, 460-469. Oliver, R. L. (1981), “What is Customer Satisfaction?” Wharton Magazine, 5, 36-41. Oliver, R. L. and Desarbo, W. S. (1988), “Response Determinants in Satisfaction Judgments,” Journal of Consumer Research, 14, 495-507. Oliver, R. L. (1999), “Whence Consumer Loyalty,” Journal of Marketing, 63, 33-34. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1994), ”Alternatives Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric And Diagnostic Criteria,” Journal of Marketing, 70, 201-223. Park, C., Whan, B. J. and Deborah, J. M. (1986), “Strategic Brand Concept-Image Management,” Journal of Marketing, 50, 135-145. Perry, M. and Hamm, B. (1969), “Canonical Analysis of Relations Between Socioeconomic Risk And Personal Influence in Purchase Decisions,” Journal of Marketing Research, 6, 2, 351-354. Peter, J. P. and Ryan, M. J. (1976), “An Investigation of Perceived Risk at Brand Level,” Journal of Marketing Research, 13, 2, 184-188. Peterson, R. A. and Wilson, W. R. (1992), “Measuring Customer Satisfaction: Fact And Artifact,” Journal of Academy of Marketing Science, 20, 61-71. Peyrot, M., Cooper, P. D., Schnapf, D. (1993), “Consumer Satisfaction And Perceived Quality of Outpatient Health Services,” Journal of Health Card Marketing, 24-33. Pfaff, M.(1977), The Index of Consumer Satisfaction Measurement Problem And Opportunity, in Kieth, H. H. (ed.), The Conceptualization of Consumer Satisfaction And Dissatisfaction, Cambridge, MA, Marketing Science. Ravald, A. and Gronroos, C. (1996), “The Value Concept And Relationship Marketing,” European Journal of Marketing, 30, 2, 19-30. Reichheld, F. F. and Sasser, W. E. J. (1990), “Zero Defections: Quality Comes to Services,” Harvard Business Review, 68, 5, 105-109. Reicheld, F. F. (1996), The Loyalty Effect:The Hidden Force Behind Growth, Profit And Lasting Value, Boston: Harvard Business School Press. Reichheld, F. F. (2003), “The One Number You Need to Grow,” Harvard Business Review, 47-54. Roselius, T. (1971), “Consumer Ranking of Risk Reduction Methods,” Journal of Marketing, 35, 3, 56-61. Selnes, F. (1993), “An Examination of The Effect of Product Performance on Brand Reputation Satisfaction And Loyalty,” Journal European of Marketing, 27, 19-35. Sheth, J. N. and Venkatean, M. (1968), “Risk-Reduction Processes in Repetitive Consumer Behavior,” Journal of Marketing Research, 5, 307-310. Sheth, J. N., Newman, B. I. and Gross, B. L. (1991), “Why We Buy What We Buy: A Theory of Consumption Values,” Journal of Business Research, 22, 159-170. Sheth, N. J. and Parvatiyar, A. (1995), “Relationship Marketing in Consumer Markets: Antecedents And Consequences,” Journal of the Academy of Marketing Science, 23, 4, 225-271. Sin, L. Y., Stella, L. M., Oliver, H. M. and Kwong, K. (2001), “Chinese Women at The Crossroads: An Empirical Study on Their Role Orientations And Consumption Values in Chinese Society,” The Journal of Consumer Marketing, 18, 348-367. Stone, R. N. and Gronhaung, K. (1993), “Perceived Risk: Further Considerations for The Marketing Discipline,” European Journal of Marketing, 38, 54-60. Stum, D. L. and Thiry, A. (1991), “Building Customer Loyalty,” Training and Development Journal, 45, 34-36. Sweeney, J. C. and Soutar, G. N. (2001),“Consumer Perceived Value: The Development of A Multiple Item Scale,” Journal of Retailing, 77, 203- 220. Taylor, J. W. (1974), “The Role of Risk in Consumer Behavior,” Journal of Marketing, 38, 2, 54-60. Taylor, S. A., Celuch, K. and Goodwin, S. (2004), “The Importance of Brand Equity to Customer Loyalty,” Journal of Product and Brand Management, 13, 4, 217-227. Teo, T. S. and Yeong, Y. D. (2003), “Assessing The Consumer Decision Process in The Digital Marketplace,” The International Journal of Management Science, 31, 349-363. Walters, S. (1994), Customer Service: A How-To-Do-It Manual for Librarians, New York: Neal-Schuman Publishing. Wang, Y., Lo, H. P., Chi, R. and Yang, Y. (2004), “An Integrated Framework for Customer Value And Customer-Relationship-Management Performance: A Customer-Based Perspective from China,” Managing Service Quality, 14, 2, 3, 169-182. Wangenheim, F. V. (2005), “Postswitching Negative Word of Mouth,” Journal of Service Research, 8, 1, 67-78. Westbrooks, R. A. (1980), “A Rating Scale for Measuring Product/Service Satisfaction,” Journal of Marketing, 44, 68-72. Woodruff, R. B. (1983), “Modeling Consumer Satisfaction Process Using Experience Based Norms,” Journal of Marketing, 10, 8, 296-304. Woodside, A. G. and Daly, R. T. (1989), “Linking Service Quality, Customer Satisfaction, And Behavioral Intention,” Journal of Care Marketing, 12, 5-7. Zeithaml, V. A. and Bitner, M. J. (1996), Service Marketing, New York: McGraw Hill. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996), “The Behavioral Consequences of Service Quality,” Journal of Marketing, 60, 4, 31-46. Zikmund, W. G. and Scott, J. E. (1973), “A Multivariate Analysis of Perceived Risk: Self-Confidence And Information Source”, Advances in Consumer Research, 1, 4, 406-416. |
論文全文使用權限 |
如有問題,歡迎洽詢!
圖書館數位資訊組 (02)2621-5656 轉 2487 或 來信