參考文獻
中文參考文獻
1.財團法人聯合信用卡中心93年年報
2.曾柔鶯,現代行銷學,第五版,台北:華泰文化事業股份有限公司,民國87年,第67頁。
3.謝福樹,從關係行銷探討關係品質之模式-以我國銀行業為例,義守大學,管理研究所碩士論文,民國90年。西文參考文獻
1.Aaker, D.A. Building Strong Brands. New York: The Free Press. 1996.
2.Anderson, J. C., & Gerbing, D. W. Structural equation modeling in practice: a review and recommended two-step approach, Psychological Bulletin, Vol.103, 1998:411-423.
3.Ailawadi, K., Lehmann, D. and Neslin, S.. Revenue premium as an outcome measure of brand equity. Journal of Marketing 67, 2003:1–17.
4.Bagozzi, R.P. and Yi, Y. On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science 16, 1998:74-94.
5.Banasiewicz, Andrew.. Acquiring high value retainable customers. Journal of Database Marketing & Customer Strategy Management, Sep, Vol. 12 Issue 1, 2004:21-31.
6.Barnes, J.G.. Close to the customer : but is it really a relationship?. Journal of Marketing Mangament,10, 1994:561-70.
7.Bartlett, M.S. Tests of Significance in Factor Analysis, British Journal of Statistical Psychology, Vol: 3, January, 1950: 77-85.
8.Bartlett, M.S. A Further Note on Tests of Significance in Factor Analysis, British Journal of Statistical Psychology, Vol: 4, January, 1951:1-2.
9.Bass, Frank M. The Theory of Stochastic Preference and Brand Switching. Journal of Marketing Research,11(February), 1974:1-20.
10.Battacherjee, A. Acceptance of e-commerce services: the case of electronic brokerages, IEEE Transactions on Systems, Man and Cybernetics, vol. 30, 2000:411- 420.
11.Bentler, P. M. & Bonett, D. G.Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 1980:588-606.
12.Berger, P.D. en Nasr, N.I. Customer Lifetime Value: Marketing Models and Applications,Journal of Interactive Marketing 12, 1998:17-30
13.Blattberg, Robert C.; Getz, Gary; Thomas, Jacquelyn S. Managing Customer Acquisition.Direct Marketing, Vol. 64 Issue 6, Oct, 2001.
14.Bharadwaj, S. G. The Value of Intangible Firm Assets: An Empirical Examination. In J. N. Sheth & A. Parvatiyar (Eds.), Relationship Marketing: Theory, Methods and Applications). Atlanta, GA: Emory University Center for Relationship Marketing. 1994.
15.Blattberg, R. A. and Deighton, J. Manage Marketing by the Customer Equity Test. Harvard Business Review (July-August), 1996:136-144.
16.Blattberg, Robert C., Gary Getz, and Jacquelyn S. Thomas. Customer Equity: Building and Managing Relationships as Valuable Assets, Boston, MA: Harvard Business School Press. 2001.
17.Blattberg, Robert C., Kim and Scott A. Neslin. Database Marketing, forthcoming. 2004.
18.Blumen , I., M. Kogan and P.J. Mccarthy. The Industrial Mobility of Labor as a Probability Process, Cornell Studies of Industrial and labor Relations Vol. 6, Cornell University Press, Ithaca, NY. 1995.
19.Bolton, Ruth N., Katherine N. Lemon, Peter C. Verhoef. The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research, Journal of the Academy of Marketing Science, 2004:271-292.
20.Bridges, S. A Schema Unification Model of Brand Extensions, ,Marketing Science Institute, Cambridge, MA. 1992:92-123.
21.Carpenter, G.S. and Lehmann, D.R. A model of marketing mix, brand switching, and competition, Journal of Marketing Research, Vol. 22, August, 1985:318-29.
22.Chance, William A. and Norman D. French..An Exploratory Investigation of Brand Switching, Journal of Marketing Research, 1972:226-229.
23.Chinho Lin; Wann-Yih Wu; Zhi-Feng Wang. A study of market structure: brand loyalty and brand switching behaviours for durable household appliances.International Journal of Market Research, Vol. 42 Issue 3, 2000:p277-300.
24.Colombo, R. A., & Morrison, D. G. A Brand Switching Model with Implications for Marketing Strategies. Marketing Science, 8(1), 1989:89-99.
25.Dawkins, P.M. and Reichheld , F.F. Customer retention as a competitive weapon. Directors & Board Summer, 1990.
26.Dawes, J. and Swailes, S. Retention sans frontiers: issues for financial service retailers, International Journal of Bank Marketing, Vol. 17 No. 1, 1999:36–43.
27.DeVellis, R. F. Scale development. Newbury Park, NJ: Sage Publications. 1991.
28.Feldwick, P. What is brand equity anyway, and how do you measure it? Paper presented at the MRS Conference Proceedings, Birmingham International Convention Centre, March. 1996.
29. ABCs of Credit Card ABS: Fitch Research Structured Finance Special Report. New York: Fitch-IBCA. Investor Service. 1996.
30.Fornell, C. A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing,56(1), 1992:6-12.
31.Galbreath, J. Success in the Relationship Age: building quality relationship assets, The TQM Magazine, vol.14, no.1, 2002: 8-24.
32.Gale, Bradley T. Managing Customer Value. New York: The
Free Press. 1994.
33.Gerpott, Torsten J., Rams, Wolfgang and Schindler, Andreas, Customer
Retention, Loyalty, and Satisfaction in the German Mobile Cellular
Telecommunications Market, Telecommunications Policy, Vol. 25, 2001:
249-269
34.Gummesson E. Total Relationship Marketing; Rethinking Marketing Management from 4Ps to 30Ps. Oxford: Butterworth Heinemann. 1999.
35.Goodman, L. A. Statistical Methods for the Mover-Stayer Model,
J. Amer. Statist. Assoc, 1961:841-868.
36.Grant, R.M. Contemporary Strategy Analysis: Concept, Techniques and Application, 2nd edn. Cambridge,MA: Blackwell. 1995.
37.Grover, Rajiv , and V. Srinivasan. A Simultaneous Approach to Market Segmentation and Market Structuring. Journal of Marketing Research 24 (May), 1987:139-153.
38.Hair, J.F., Anderson, R.E., Tatham, R.L. & Black, W.C.
Multivariate data analysis with readings.Englewood Cliffs, Prentice Hall, USA. 1995.
39.Hansotia, Behram. Company activities for managing customer equity. Journal of Database Marketing & Customer Strategy Management, Jul, Vol. 11 Issue 4, 2004:p319-332.
40.Hair, J.F., Anderson, R.E., Tatham, R.L. Multivariate Data Analysis With Readings(3rd ed.), Macmillan Publishing, New York. 1992.
41.Hutcheson ,G.D.and Moutinho, L. Measuring preferred store satisfaction using consumer choice criteria as a mediating factor, Journal of Marketing Management, 14, 1998:705-720.
42.Ho, Foo Nin; O'Donnell, Kathleen A.; Chen, Yi-Ju. Switching HMO providers. Dissatisfaction with emergency access cited as the primary reason for disenrollment. (eng; includes abstract), Marketing Health Services, Spring; Vol. 18 (1), 1998:23-7.
43.Holder D. The Absolute Essentials, Course Notes (Teddington: IDM). 1998.
44.Jain, Dipak, Frank M. Bass, and Yu-Min Chen.(1990), Estimation of Latent Class Models with Heterogeneous Choice Probabilities: An Application to Market Structuring, Journal of Marketing Research, 27 (February), 1990:94-101.
45.Jöreskog, K. G.,& Sörbom, D. Analysis of linear structural relationship by maximum likelihood. Chicago: Scientific Press. 1984.
46.Jöreskog, K. G.,& Sörbom, D. LISREL 8: Structural equation modeling with the SIMPLIS command language. Hillsdale, NJ: Erlbaum Associates. 1993.
47.Kahn, B. E.; Kalwani, M. U.; Morrison, D. G. Measuring Variety-Seeking and Reinforcement Behaviors Using Panel Data, Journal of Marketing Research, Vol.10, No. 2, 1986:89-100.
48.Kaiser, H. F., & Rice, J. Little Jiffy , Mark IV. Educational and Psychological Measurement,34, 1974: 111–117.
49.Kalwani, M.U., Morrison, D.G. A Parsimonious Description of the Hendry System. Management Science, 23 (5, January), 1997:467-77.
50.Katherine N. Lemon, Roland T. Rust ,and Valarie A. Zeithaml. What Drives Customer Equity, Marketing Management. 2001.
51.Keaveney, Susan M. Customer Switching Behavior in Service Industries: An Exploratory Study, Journal of Marketing, 59 (April), 1995:71-82.
52.Keller, K. L. Strategic brand management: Building, measuring and managing brand equity. Upper Saddle River, NJ: Prentice Hall. 1998.
53.Keller, K.L., Heckler, S.E. and Houston, M.J. The effects of brand name suggestiveness on advertising recall, Journal of Marketing, Vol. 62, January, 1998:48-57.
54.Kordupleski, Raymond, Roland T. Rust, and Anthony J. Zahorik. Why Improving Quality Doesn’t Improve Quality ,California Management Review, 35 (Spring), 1993:82–95.
55.Kolter, P. and Kevin Lane Keller . Marketing Management, 12th ed., Upper Saddle River, NJ: Prentice-Hall, Inc. 2006.
56.Lederer AL, Sethi V. Meeting the challenges of information systems planning methodologies. Long Range Planning, 1992:69–80.
57.Maddox, Kate; Krol , Carol. B to B ,Marketers to stress customer acquisition in 2005, Vol. 89 Issue 15, 2004:p1-22.
58.Marsh, H. W., and Hocevar, D. Application of Confirmatory Factor Analysis to the Study of Self-concept: First-and Higher-Order Factor Models and Their Invariance, Across Groups. Psychological Bulletin, Vol. 97, 1985: 562-582.
59.McIlroy, A., Barnett, S. Building customer relationships: do discount cards work?, Managing Service Quality, vol.10, 2000:347-355.
60.Mirel Leino. Value Creation in Professional Service Processes. Propositions forUnderstanding Financial Value from a Customer Perspective. Helsingfors. 2004.
61.Nelson, P. Information and consumer behavior. Journal of Political Economy, 78, 1970:311-329.
62.Norusis, M.J. SPSS/PC+: Base system user’s guide, version 5.0. Chicago, IL: SPSS Inc. 1992.
63.Oliver, R. & Rust, R. Customer Delight: Foundations, Findings, and Managerial Insight, Journal of Retailing, 73 (3), 1997:311-337.
64.Page, M., Pitt, L., Berthon, P. and Money, A. Analysing customer defections and their effects on corporate performance: the case of Indco. Journal of Marketing Management., 1996:617- 27.
65.Payne, A.F. and Frow, P.E. Relationship marketing: key issues for the utility sector. Journal of Marketing Management , 1997:463-77.
66.Payne, A.F. and Frow, P.E. Developing a segmented service strategy: improving measurement in relationship marketing. Journal of Marketing Management 15, 1999:797- 818.
67.Payne, A.F. The Value Creation Process in Customer Relationship Management, Insight Interactive, 2002:1-17.
68.Peterson, R. A. Relationship Marketing and the Consumer. Journal of the Academy of Marketing Science, 1995:278-281.
69.Rao, Vithala R. and Darius J. Sabavala. Inference of Hierarchical Choice Processes from Panel Data, Journal of Consumer Research, 8 (June), 1981: 85-96.
70.Reichheld, Frederick F. Loyalty-Based Management.Harvard Business School Review, 1993:64-73.
71.Reichheld, Frederick F. and W.Earl Sasser,Jr. Zero defections:Quality Comes to Services. Harvard Business Review,(September-October), 1990:105-111.
72.Reichheld, F.F. The Loyalty Effect: The Hidden Force behind Growth, Profits and Lasting Value, Harvard Business School Publications, Boston, MA, 1996.
73.Reinartz, Werner; Thomas, Jacquelyn S.; Kumar, V..(2005). Balancing Acquisition and Retention Resources to Maximize Customer Profitability. Journal of Marketing, Vol. 69 Issue 1, Jan, 2005:63-79.
74.Rust, Roland T.; Lemon, Katherine N.; Zeithaml, Valarie A. .Return on Marketing: Using Customer Equity to Focus Marketing Strategy. Journal of Marketing, Jan, Vol. 68 Issue 1, 2004:109-127.
75.Rubinson, J.R., W.F. Vanhonacker, and F.M. Bass. On 'A Parsimonious Description of the Hendry System, Management Science, Vol. 26, No. 2 , February, 1980: 215-226.
76.Stewart, Kate . The Customer Exit Process - A Review And Research Agenda, Journal of Marketing Management, 14, 1998:235-250.
77.Stotbacka, K., Strandvik, T.and Gronroos, C. Managing customer relations for profit:the dynamics of relationship quality, International Journal of Service Industry Management,5, 1994: 21-38.
78.Srivastava, R.K. and Shocker, A.D. Brand Equity: A Perspective on Its Meaning and Measurement, Marketing Science Institute, Cambridge, MA, 1991:91-124.
79.Thomas, J.S. A Methodology for Linking Customer Acquisition to Customer Retention .Journal of Marketing Research, 38 (May), 2001:262-268.
80.Van Tripj, Hans C.M.; Hoyer, Wayne D. (1996).Why switch? Product category-level explanations for true variety-seeking behavior. Journal of Marketing Research (JMR), Aug, Vol. 33 Issue 3, 1996:281.
81.Verhoef, Peter C. Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development.. Journal of Marketing, Oct, Vol. 67 Issue 4, 2003:30-45.
82.Waddell, Howard (1995). Getting a straight answer Marketing Research; Summer; 7, 3; ABI/INFORM Global. 1995.
83.Ye, Gewei; Van Raaij, W. Fred. Brand equity: extending brand awareness and liking with Signal Detection Theory. Journal of Marketing Communications, Vol. 10 Issue 2, 2004:95-114.
84.Zeithaml, V. A., Berry, L.L., & Parasuraman A. The behavioral consequences of service quality. Journal of Marketing, 60(April), 1996:31–46.
網路資源
1. http://www.banking.gov.tw/ 行政院金融監督管理委員會,銀行局。
2. http://www.celent.com Celent Communications.
3.http://www.dgbas.gov.tw/mp.asp?mp=1 行政院主計處。