跳到主要內容

臺灣博碩士論文加值系統

(3.236.124.56) 您好!臺灣時間:2021/07/31 08:21
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:劉美玲
研究生(外文):Jintana Sophonratana
論文名稱:利用SERVQUAL五構面模式為中介變數探討顧客關係管理對於顧客滿意、信任及顧客忠誠的影響:泰國通訊業的實例
論文名稱(外文):The Impact of CRM on Customer Satisfaction, Trust and Customer Loyalty by Using Five Dimensions of SERVQUAL Model as Mediators: The Case of Telecommunication Industry in Thailand
指導教授:陳正男陳正男引用關係
指導教授(外文):Cheng-Nan Chen
學位類別:碩士
校院名稱:南台科技大學
系所名稱:企業管理系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:98
中文關鍵詞: 顧客關係管理 服務品質 顧客滿意 信任 顧客忠誠
外文關鍵詞:customer relationship managementservice qualitycustomer satisfactiontrustcustomer loyalty
相關次數:
  • 被引用被引用:1
  • 點閱點閱:302
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:2
在泰國,通訊是相當競爭的行業之一,特別是手機業。由於業者眾多和市場愈趨於飽和,大部分的業者提供相似的服務以擴大客戶群並以定價策略藉以吸引新的客群。然而,定價競爭策略無法改善長期的利潤。顧客關係管理是這些公司可以考慮的較好策略。對於顧客關係管理的成效雖然已有很多的研究,但大多以公司的角度來探討。因此,本研究企圖探索顧客對於顧客關係管理的觀感如何影響認知的服務品質及顧客的滿意、信任及忠誠度。

資料搜集方面,共發放200份的問卷到曼谷大都會地區,對象為手機使用頻率高的大學學生及辦公室職員。資料分析顯示出顧客關係管理的三個主要構面包括顧客導向,顧客關係管理組織,科技為基礎的顧客關係管理與服務品質都有正向的關係。知覺有形性,可靠性及服務品質SERVQUAL 構面與顧客滿意、信任及忠誠度有正向的關係。
根據上述發現,本研究建議通訊服務業者應該加強改善,顧客關係管理的三大構面在顧客心理之感受,進而提升關係品質。
In Thailand, telecommunication is one of the intense competitive industries, especially in mobile phone sector. As there are a lot of service providers and the market is more likely to become saturated, most of these service providers try to expand their customer base by offering similar services and use only pricing strategy to attract new customers. However, pricing strategy may not be suitable for the company whose aim is to gain long-term benefits. CRM is one of the best strategies that these companies should consider. Many researches about the effects of CRM have been conducted, but only in the perspective of the company. Therefore, this research attempted to explore how customers’ perception towards CRM affects perceived service quality as well as customer satisfaction, trust, and customer loyalty.
To gather information, 200 sets of structured questionnaire were distributed to university students and office employees in Bangkok Metropolitan Area as these groups of people are considered as mobile phone heavy users. The results of data analysis show that three dimensions of CRM, which are key customer focus, CRM organization, and technology-based CRM, have positive relationship with service quality and only perceived tangibles, reliability and assurance of SERVQUAL dimensions have positive relationship with customer satisfaction, trust, and customer loyalty.
As a result, it is suggested that telecommunication service providers should emphasize on improving these three dimensions of CRM on the customers’ mind in order to upgrade the relationship quality.
TABLE OF CONTENTS

CHINESE ABSTRACT……………………………………………………… I
ENGLISH ABSTRACT……………………………………………………… II
ACKNOWLEDGEMENTS…………………………………………………… III
TABLE OF CONTENTS. ……………………………………..………………… IV
LIST OF TABLES. ……………………………………….…………...…….…. VI
LIST OF FIGURES. ……………………………………………….………….... VII
CHAPTER 1 INTRODUCTION. …………………………………………………. 1
1.1 Background of the Study. ……………..………………………………… 1
1.2 The Purpose and Scope of the Study. …………………………………… 3
CHAPTER 2 LITERATURE REVIEW... ………………………………………… 5
2.1 Telecommunication Industry in Thailand. ……………………………….. 5
2.2 Customer Relationship Management. ……...………………..………. 8
2.2.1 CRM Dimensions……………………………………………………. 12
2.3 Service Quality. ……………………………………………..………. 16
2.3.1 Service Quality Dimensions…………………..……………………. 17
2.4 Customer Satisfaction. …………………………………………..………. 21
2.5 Trust. ……………………………..……………………………..………. 23
2.6 Customer Loyalty. ………………………….……………………..………. 26
CHAPTER 3 RESEARCH DESIGN AND METHODOLOGY……………. 31
3.1 The Conceptual Model ………………………………………………….. 31
3.2 Hypotheses to Be Tested. ……………………………………………….. 32
3.3 Construct Measurement ……..………………………………………….. 38
3.3.1 Screen Questions……………...……………………………..…….. 38
3.3.2 CRM Dimensions………………..…………………………..…….. 38
3.3.3 Service Quality and Customer Satisfaction………………..…………. 40
3.3.4 Trust…………………..…………..…………………………..…….. 45
3.3.5 Customer Loyalty……….………..…………………………..…….. 46
3.4 Research Design………………....….…………………………..…….... 47
3.4.1 Questionnaire Design……………….………………………..…….. 47
3.4.2 Sample Plan……….……………..…………………………..…….. 48
CHAPTER 4 RESEARCH ANALYSIS AND RESULTS. .………..…….... 50
4.1 Data Collection……………..………………………..………………….. 50
4.2 Factor Analysis and Reliability Tests………………..………………….. 50
4.3 Characteristics of Respondents. ………………………………………….. 56
4.4 Descriptive Analysis ………..………………………………………….. 58
4.5 Hypothesis Testing Results...………………………..………………….. 59
4.5.1 Multiple Linear Regression……..…………………………..…….. 59
4.6 Discussion………………....………………………..………………….. 67

CHAPTER 5 CONCLUSIONS AND RECOMMENDATIONS…………….. 69
5.1 Conclusions……………………..………………………………….…….. 69
5.2 Recommendations…………………….. ………………..……………….. 72
5.2.1 Research Limitation and Suggestions for Future Research..…….. 73
REFERENCES.……………………………..………………..………………….. 75
APPENDIXES.…………………………..……………………………………….. 84
Appendix-1: Questionnaire in English.............................. ……………………..…. 84
Appendix-2: Questionnaire in Thai................................... ………………………. 91



























LIST OF TABLES

Table 2-1 Thai Mobile Market Q3-3006…………..…………………………….. 5
Table 2-2 Thai Telecoms Sector – Mobiles – Historical Data & Forecasts…….... 6
Table 4-1 Factor Analysis and Reliability Results……….…………………….. 52
Table 4-2 Characteristics of the Respondents……………….. ………………… 53
Table 4-3 Mobile Phone Users………………………… ……………..……….. 56
Table 4-4 Descriptive Statistics………………...……… ……………..……….. 58
Table 4-5 Summary of Multiple Regression Results...… ……………..……….. 60
Table 4-6 Customer Satisfaction Ratio………………… ……………..……….. 66
Table 5-1 Hypotheses and Results….……………… …..……………..……….. 69













LIST OF FIGURES

Figure 3-1. Conceptual Framework………………. ………………….…..………. 31



 
References:

Alavi, M. & Leidner, D. (1999). Knowledge management systems: Emerging views and practices from the field. Proceeedings from HICSC ’99: The 32nd Hawaii International Conference on System Sciences, Maui.
AllenWeb (1999). Dealing with unreasonable people. Retrieved June 2, 2007, from http://members.aol.com/AllenWeb/dealing.html
Anderson, E.W., Fornell C., & Lehmann R.D. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. Journal of Marketing, 58, 53-66.
Anderson, E.W. & Sullivan, M.W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
Anton, J. (1996). Customer relationship management: Making hard decision with soft numbers. Englewood Cliffs, NJ: Prentice-Hall.
Babakus, E. & Boller, G. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268.
Bagozzi, R.P., Gopinath, M. & Nyer, P.U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184-206.
Baloglu, S. (2002). Dimensions of Customer Loyalty: Separating Friends from Well Wishers. Cornell Hotel & Restaurant Administration Quarterly, 43(1), 47-59.
Beatty, S.E., Mayer, M.L., Coleman, J.E., Reynolds, K.E. & Lee, J. (1996). Customer-sales associate retail relationships. Journal of Retailing, 72, 223-247.
Bennett, R. (1996). Relationship formation and governance in consumer markets: transactional analysis versus the behaviorist approach. Journal of Marketing Management, 12(12), 417-436.
Bennett, R. & Rundle-Thiele, S. (2004). Customer satisfaction should not be the only goal. Journal of Services Marketing, 18(7), 514-523.
Berne, C., Mugica, J.M. & Yague, M.J. (1996). La gestion estrategica y los conceptos de calidad percibida, satisfaction del cliente y lealtad. Economia Industrial, 307, 63-73.
Berry, L.L. (1983). Relationship marketing of services-growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245.
Bitner, M. (1990). Evaluating service encounters: the effects of physical surrounding and employee responses. Journal of Marketing, 54(2), 69-81.
Bloemer, J, De Ruyter, K, & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi-dimensional perspective. European Journal of Marketing, 33(11/12), 1082.
Bojanic, D.C. (1991). Quality Measurement in Professional Service Firms. Journal of Professional Services Marketing, 7(2), 27-36.
Bose, R. (2002). Customer relationship management: key components for IT success. Industrial Management and Data Systems, 102(2), 89-97.
Bradshaw, D., & Brash, C. (2001). Managing customer relationships in the e-business world: how to personalized computer relationships for increased profitability. International Journal of Retail & Distribution Management, 29(12), 520-530.
Brown, S.A. (2000). Customer relationship management: A strategic imperative in the world of e-business. Canada, Toronto: John Wiley & Sons.
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, 3-11.
Butler, S. (2000). Changing the game: CRM in the e-world. Journal of Business Strategy, 21(2), 13-14.
Buttle, F. (2004). Customer relationship management: Concepts and tools, Sydney: Elsevier.
Caruana, A. (2002). Service loyalty: the effects of service loyalty and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811.
Chaudhuri, A. & Holbrook, M. (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.
Chen, I.J. & Popovich, K. (2003). Understanding customer relationship management (CRM): people, process and technology. Business Process management Journal, 9(5), 672-688.
Chettayar, K. (2002). Using customer information effectively. Financial Executive, 18(3), 42-43.
Chou, C.D., Lin, B., Xu., Y. & Yen C.D. (2002). Adopting customer relationship management technology. Journal Industrial Management and Data Systems, 102(8), 442-452.
Christoper, M., Payne, A., & Ballantyne, D. (1991). Relationship Marketing. Oxford: Butterworth-Heinemann.
Cooper, B.L., Watson, H.J., Wixom, B.H., & Goodhue, D.L. (2000). Data warehousing supports corporate strategy at First American Corporation. MIS Quarterly, 24(4), 547-567.
Cronin, J.J.Jr., Brady, M.K. & Hult, G.T.M. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56, 55-68.
Cronin, J.J. & Taylor, S.A. (1994). SERVPERF versus SERVQUAL: reconciling performance based and perception based--minus--expectation measurements of service quality. Journal of Marketing, 58, 125-131.
Crosby, L. A. (2002). Exploring some myths about customer relationship management. Marketing Service Quality. 12(5), 271-277.
Crosby, L.A., Evans, K.R. & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54, 68-81.
Croteau, A.M. & Li, P. (2003). Critical success factors of CRM technological initiatives. Canadian Journal of Administrative Sciences, 20(1), 21-34.
Couldwell, C. (1998). A data day battle. Computing, 21, 64-66.
Cuthbertson, R. & Laine, A. (2004). The role of CRM within retail loyalty marketing. Journal of Targeting, Measurement and Analysis for Marketing, 12(3), 290-304.
Danaher, P.J. & Haddrell, V. (1996). A comparison of question scales used for measuring customer satisfaction. International Journal of Service Industry Management, 7(4), 4-26.
Day G.S., (1969). A two-dimensional concept of brand loyalty. Journal of Advertising Research, 9, 29-35.
Day, G.S. (2000). Capabilities for forging customer relationships. Marketing Science Institute, Cambridge.
Delgado-Ballester E., & Munuera-Aleman J.L. (2001). Brand trust in the context of consumer loyalty. European Journal of Marketing, 35(11/12), 1238-1258.
De Ruyter, K., Wetzels, M. & Bloemer, J. (1998). On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management, 9, 436-453.
Deutsch, M. (1958). Trust and suspicion. Journal of Conflict Resolution, 2, 265-279.
Dick, M.S. and Basu, K. (1994). Customer loyalty: towards integrated conceptual framework. Journal of the Academy & Marketing Science. 22, 99-113.
Dodd, J. (2002). Loyalty and Commitment - Not such a subtle difference. New Zealand Direct Marketing Association Inc., http://www.dma.com/ Story & Action/View&Story_id_2128
Doney, P.M., & Cannon, J.P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2), 35-51.
Dwyer, R.R., Schurr, P.H., & Oh, S. (1987). Developing buyer-seller relations. Journal of Marketing, 51, 11-28.
Dynia, M. (2002). Customer relationship management in the financial services world. AAMRAS Market Facts Quarterly, 21(4), 86-91.
Eckerson, W., & Watson, H. (2000). Harnessing customer information for strategic advantage: technical challenges and business solutions. Special Report, The Data Warehousing Institute, Chatsworth, CA.
Ehrenberg, A.S.C. (1988). Repeat Buying: Facts, theory and applications, Oxford: Oxford University Press.
Eriksson, K., Majkgard, A, & Sharma, D. (2000). Service quality by relationships in the international market. Journal of Service Marketing, 13(4/5).
Fishbein, M. & Icek A. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research, reading. Massachusetts and Menlo Park, California: Addison-Wesley Publishing Company.
Fitzgibbon, C. & White, L. (2005). The role of attitudinal loyalty in the development of customer relationship management strategy within service firms. Journal of Financial Services Marketing, 9(3), 214.
Fluss, D. (2000), The future of e-service is E-CRM. Inside Gartner Group, 1-3, Gartner Group Research note (Strategic Planning). June 9, SPA-10-7725.
Fournier, S. & Yao, J.L. (1997). Reviving brand loyalty: a conceptualization within the framework of consumer-brand relationships. International Journal of Research in Marketing, 14(5), 451-472.
Fox, T. & Stead, S. (2001). Customer relationship management: delivering the benefits. White Paper, CRM (UK) and SECOR Consulting, New Malden.
Frow, P. & Payne, A. (2004). The role of multichannel integration in customer relationship management. Journal of Industrial Marketing Management, 33, 527-538.
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58, 1-19.
Ganesan, S. & Hess, R. (1997). Dimensions and levels of trust: implications for commitment to a relationship. Marketing Letters, 8, 439-448.
Ganesh, J., Arnold, M.J. & Reynolds, K.E. (2000). Understanding the customer base of service providers: an examination of the differences between switchers and stayers. Journal of Marketing, 64, 65-87.
Galbreath, J. (1998, November-December). Relationship management environments. CreditWorld, 14-21.
Galbreath, J., & Rogers, T. (1999). Customer relationship leadership: a leadership and motivation model of the twenty-first century business. TQM Magazine, 11(3), 161-171.
Garbarino, E, & Johnson, M.S. (1999). The different roles of satisfaction, trust, and commitment in customer relationship. Journal of Marketing, 63(2), 70-87.
Garcia-Murillo, M., & Annabi, H. (2002). Customer Knowledge management. Journal of the Operational Research Society, 53, 875-884.
Goff, J., Harding, D., Shah, R., and Singer, M. (1998). A new way to reach small businesses. The McKinsey Quarterly, 3, http://www.mckinseyquarterly.com.
Gray, C.F. & Larson, E.W. (2006). Project management: The managerial process (3rd eds.). NY: McGraw-Hill.
Gronroos, C. (1983). Strategic management and marketing in the service sector. London: Charsell-Bratt.
Greenberg, P. (2004). CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time. Berkeley, CA: McGraw-Hill.
Gronroos, C. (1984). A service quality model and its market implications. European Journal of Marketing, 18(4), 36-44.
Gronroos, C. (1990). Relationship approach to marketing in service contexts: the marketing and organizational behavior interface. Journal of Business Research, 20, 3-11.
Gronroos, C. (1996). Relationship marketing: strategic and tactical implications. Management Decision, 34(3), 5.
Gronroos, C. (1997). From marketing mix to relationship marketing: towards a paradigm shift in marketing. Journal of Management Decision, 35(4), 322-339.
Gruen, T.W., Summers, J. O. & Acito, F. (2000). Relationship marketing activities, commitment and membership behaviors in professional associations. Journal of Marketing, 64, 34-49.
Gulati, R. and Garino, J. (2000), "Get the right mix of brick & clicks", Harvard Business Review, 78(3), 107-114.
Gummesson, E. (2002). Relationship marketing in the new economy. Journal of Relationship Marketing, 11(1), 37-57.
Gwinner, K.P., Gremler, D.F., & Bitner, M.J. (1998). Relational benefits in service industries: the customer’s perspective. Journal of the Academy of Marketing Science, 26, 101-114.
Harald, S., Malte, D., Lutz, K., & Walter, B. (2005). Customer relationship management survey: status quo and future challenges. University of St.Gallen.
Harker, M. (1998). Relationship marketing defined. The Academy of Marketing Doctoral Colloquium, Sheffield Metropolitan University, July.
Harrison T. (2000). Financial services marketing. Harlow, England: Pearson Education.
Helle, S. & Petruska, D. (1999). Customer marketing databases on the growth curve, Intelligence Enterprise, April 20.
Herington, D. & Peterson, G. (2000), Making sense of e-CM: setting the strategic agenda for sales automation, Proceedings from DCI Customer Relationship Management Conference, Boston, MA, 27-29 June.
Hong S.C. & Goo Y.J.J. (2004). A causal model of customer loyalty in professional service firms: an empirical study. International Journal of Management. 21(4), 531.
Jackson, B. (1985). Building customer relationships that last. Harvard Business Review, 63, 120-128.
Jackson, D. Jr. (1994). Relationship selling: the personalization of relationship marketing. Asia-Australia Marketing Journal, 45-54.
Jacoby, J. & Kyner, D.B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal of Marketing Research, 1-9.
Javalgi, R., & Moberg, C. (1997). Service loyalty: implications for service providers. The Journal of Service Marketing,11(3),165-179.
Jones, M.A., David L. & Sharon, E. (2002). Why customers stay: measure the underlying dimensions of services switching costs and managing their differential strategies outcomes. Journal of Business Research, 55, 141-151.
Jones, T.O. & Sasser, W.E. (1995). Why satisfied customers defect. Harvard Business Review, November/December, 88-99.
Kalakota, R. & Robinson, M. (2001). E-Business 2.0: Roadmap for success. Boston, MA: Addison-Wesley.
Kotler, P. (2000). Marketing Management. New Jersey: Upper Saddle River.
Kotler, P., Armstrong, G, Saunders, J., & Wong, V. (2001). Principle of marketing. (3rd European ed.). Financial Times & Prentice Hall
Kotler, P. (2003). Marketing management. Upper Saddle River, NJ.: Pearson Education.
Larzelere, R.E. & Ted L. H. (1980). The dyadic trust dcale: toward understanding interpersonal trust in close relationships. Journal of Marriage and the Family, 42(3), 595-604.
Law, M., Lau, T., & Wong, Y.H. (2003). From customer relationship management to customer-managed relationship: unraveling the paradox with a co-creative perspective. Marketing Intelligence & Planning, 21(1), 51-60.
Lehtinen, C. & Lehtinen, J.R. (1982). Service quality- a study of dimensions. unpublished working paper. Service Management Institute, Helsinki, 439-460.
Levine, J. (1993). Relationship Marketing. Forbes, Dec 20, 232-234.
Levitt, T. (1983). After sale is over. Harvard Business Review, 63(5), 87-93.
Lewis, B.R. & Mitchell, V.W. (1990). Defining and measuring the quality of customer service. Marketing Intelligence & Planning, 8(6), 11-17.
Lewis, R.C. & Booms, B.H. (1983). The marketing aspects of service quality. In Berry, L.L., Shostack, G. & Upah, G. (Eds.), Emerging Perspectives in Service Marketing (99-107). Chicago, IL: American Marketing Association.
Lewis, B.R. & Soueli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behavior. 5(1), 15.
Liljander, V. & Roos, I. (2002). Customer relationship levels-from spurious to true relationships. Journal of Service Marketing, 16(7), 593-614.
Liljander, V. & Standvik, T. (1997). Emotions in service satisfaction. International Journal of Service Industry Management, 8(2), 148-169.
Lindskold, S. (1978). Trust development, the GRIT proposal and the effects of conciliatory acts on conflict and cooperation. Psychological Bulletin, 85(4), 772-793.
Ling, C., & Yen, D.C. (2001). Customer relationship management: an analysis framework and implementation strategies. Journal of Computer Information Systems, 41(3), 82-97
Lipstein, B. (1959). The dynamics of brand loyalty and brand switching. Proceedings from Advertising Research Foundation: the Fifth Annual conference of the Advertising Research Foundation, New York, 101-108.
Lovelock, C. & Wright, L. (2002). Principles of services marketing and management (2nd ed.). Upper Saddle River, NJ: Prentice-Hall.
Lovelock, C., Lewis, B.& Vandermerwe, S. (1999). Service marketing: A European perspective, Upper Saddle River, New Jersey: Prentice Hall Inc
Mayer, R.C., Davis, J., & Schoorman, D. (1995). An intergrative model of organizational trust. Academy of Management Review, 20(3), 709-734.
McAllister, D.J. (1995). Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal, 38(1), 24-59.
Miettila, A. & Moller, K. (1990). Interaction perspective into professional business services: A conceptual analysis. In Fiocca, R. and I.Snehota (eds.), Research Developments in International Industrial Marketing and Purchasing. Proceedings from the 6th IMP Conference. Milan, Italy: University of Bocconi.
Miller, J. & Muir, D. (2004). The business of brands. EnglandHoboken, N.J.: Wiley.
Ministry of Information and Communication Technology of Thailand (2005). Thailand ICT Indicator 2005. Retrieved May 30, 2007, from http://iir.ngi.nectec.or.th/#iu.
Molloy, M. (2002). Finding a customer-centric vision. Multichannel News, New York.
Morgan, R.M., & Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Morgan, R.P. (2000). A consumer-oriented framework of brand equity and loyalty. International Journal of Market Research, 42(1), 65-78.
Moorman, C., Deshpande, R. & Zaltman, G. (1993). Factors affecting trust in marketing research relationships. Journal of Marketing, 57, 81-101.
Odin, Y., Odin, N. & Florence, P.V. (2001). Conceptual and operational aspects of brand loyalty an empirical investigation. Journal of Business Research, 53, 75-84.
Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research. 17, 460-469.
Oliver, R.L. (1997). Satisfaction: A behavioral perspective on the consumer. Vanderbilt University, USA: McGraw-Hill.
Oliver, R.L. (1999). Whence consumer loyalty?. Journal of Marketing, 63, 33-44.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implementations for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-37.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1994). Moving forward in service quality research: measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link. Marketing Science Institute, Working Paper: Report Number 94-144.
Peppard, J. (2000). Customer relationship management (CRM) in financial services. European Management Journal, 18(3), 312-327.
Peppers, D., & Rogers, M. (1999). The one to one manager: Real-world lessons in customer relationship management. New York: Doubleday.
Peppers, D., Rogers, M., & Dorf, B. (1999). Is your company ready for one-to-one marketing?. Harvard Business Review, 77(1), 151-160.
Pickett, D. (2002). Changing hype into reality: Three keys to CRM success. Retrieved January 20, 2007, from http://www.alltelfinancial.com/afs/page.asp?PageID/118.
Pucky, D. Modeling Customer Relationships, http://www.sequent.com.
Price, L.L. & Arnould, E.J. (1999). Commercial friendships: service provider-client relationships in context. Journal of Marketing, 63, 38-56.
Pritchard, M.P., Havitz, M.E., & Howard, D.R. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333-348.
Quinn, J.B., Baruch, J.J. & Paquette, P.C. (1987). Technology in services. Scientific American, 257(6), 50-58.
Rai, A. & Bajwa, D.S. (1997). An empirical investigation into factors relating to the adoption of executive information systems: an analysis of EIS for collaboration and decision support. Decision Sciences, 28(4), 939-974.
Ratnasingam, P. (2001). Interorganizational trust in business to business e-commerce. Doctoral Dissertation, Erasmus University, The Netherlands.
Ratnasingham, P. & Kumar, K. (2000). Trading partner trust in electronic commerce participation. Proceedings from International Conference of Information Systems.
Reichheld, F.F. (1993). Loyalty based management. Harvard Business Review, 17, 64-73.
Reichheld, F.F. (1996). The loyalty effect. Boston, Massachusetts: Bain & Company, Inc.
Renner, D. (2000). Customer relationship management: a new weapon in your competitive arsenal. Siebel Magazine, 1(2)
Reynolds, J. (2002). A practical guide to CRM: Building more profitable customer relationships. New York: CMB Books.
Robert P. (1999, May 10). Strategic Planning Process. Retrieved May 20, 2007, from http://qmrr.com/articles/a1999/19990510.aspx?searchID=583303&sort=9
Rousseau, D.M., Sitkin, S.B., Burt, R.S., & Camerer, C. (1998). Not so different after all: a cross-discipline view of trust. Academy of Management Review, 23(3), 393-404.
Rundle-Thiele, S. & Mackay, M.A. (2001). Assessing the performance of brand loyalty measures. Journal of Services Market, 15, 529-546.
Rust, R. & Oliver, R. (1994). . Service quality: New directions in theory and practice. Thousand Oaks, CA: Sage Publications.
Ryals, L. & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship marketing. European Management Journal, 19(5), 543-542.
Ryals, L. & Payne, A. (2001). Customer Relationship management in financial services: towards information-enabled relationship marketing. Journal of Strategic Marketing, 9, 3-27.
Sako, M. (1998). Does trust improve business performance? In Lane, C.M., and Bachmann, Trust Within and Between Organizations – Conceptual Issues and Empirical Applications. Oxford University Press.
Salegna, G.J. & Goodwin, S.A. (2005). Consumer loyalty to service providers: a integrated conceptual model. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 18, 51.
Sandoe, K., Corbitt, G., & Boykin, R. (2001). Enterprise Integration. New York, NY: John Wiley & Sons.
Schiffmann, L.G. & Kanuk, L.L. (1991). Consumer Behavior (4th ed.), New Jersey: Prentice-Hall.
Schurr, P.H. & Ozanne, J.L. (1985). Influence on exchange processes: buyer’s perception of a seller’s trustworthiness and bargaining toughness. Journal of Consumer Research, 11, 939-953.
Schwede, S. (2000). Vision and reality of CRM. Information Management & Consulting, 15(1), 7-11.
Schulze, J. (2000). Prozessorientierte Einfuhrungsmethode fur das Customer Relationship Management, Dissertation, Universitat St. Gallen.
Seybold, P., Marshak, R. & Lewis, J. (2001). The customer revolution. New York, NY: Crown Business.
Shamdasani, P.M. & Balakrishnan, A.A. (2000). Determinants of relationship quality and loyalty in personalized services. Asia Pacific Journal of Management, 17(3), 399-422.
Shani, D., & Chalasani, S. (1992). Exploiting niches using relationship marketing. Journal of Consumer Marketing, 9(3), 33-42.
Sharma, N. & Patterson, P.G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer: professional services. Journal of Service Marketing, 13, 151-170.
Sharma, N. & Patterson, P.G. (2000). Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional consumer services. International Journal of Service Industry Management, 11, 470-490
Shaw, R., & Reed, D. (1999). Measuring and valuing customer relationships: How to develop the measures that drive profitable CRM strategies. London: Business Intelligence.
Sheridan, C. & Lyndall, S. (2003). SPSS: Analysis without anguish: Version 11.0 for Windows. John Wiley and Sons.
Sheth, J.N. & Sisodia, R.S. (2001). High performance marketing: marketing must become a leader for change across the corporation. Marketing Management, 10(3), 18-23.
Siau, K., & Shen, Z. (2003), Building customer trust in mobile commerce. Communications of the ACM, 46(4).
Simon J.B., Seigyoung, A., & Smalley, K. (2005). Customer relationship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs. Academy of Marketing Science Journal, 33(2), 169.
Sin, L.Y.M., Tse, A.C.B., & Yim, F.H.K. (2005). CRM: conceptualization and scale development. European Journal of Marketing, 39(11/12), 1264-1392.
Skyrme, D.J. & Amidon, D.M. (1998). New measures of success. Journal of Business Strategy, 19 (1), 20-24.
Storbacka, K., Strandvik, T., & Gronroos, C. (1994). Managing customer relationships for profit: the dynamics of relationship quality. International Journal of Service Industry Management, 5(5), 21-38.
Sudhahar, J.C., Isael, D., Britto, A.P., & Selvam, M. (2006). Service loyalty measurement scale: a reliability assessment. American Journal of Applied Sciences, 3(4), 1814-1818.
Swift, R.S. (2001). Accelerating customer relationships: Using CRM and relationship technologies, Englewood Cliffs, NJ: Prentice-Hall.
Tax, S.S., Brown, S.W. & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing, 62, 60-76.
Taylor, S.A. & Hunter G.L. (2002). The impact of loyalty with e-CRM software and e-services. International Journal of Service Industry Management. 13(5), 452.
Tse, D.K. & Wilton, P.C. (1988). Models of consumer satisfaction formation: an extension. Journal of Marketing Research, 17, 460-469.
Tuominen, M., Rajala, A. & Moller, K. (2004). Market-driving versus market-driven: divergent roles of market orientation in business relationships. Industrial Marketing Management, 33(3), 207-217.
Venetis, K.A. & Ghauri, P.N. (2000). The importance of service quality on customer retention: an empirical study of business service relationships. Proceedings from the Marketing in a Global Economy Conference, Buenos Aires, June 28-July 1, 215-224.
Wang, Y.G. & Lo, H.P. (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.
Wilson, D.T. (1995). An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science, 23(4), 335-345.
Winer, R.S. (2001). A framework for customer relationship management. California Management Review, 43(4), 89-105.
Wirtz, J. (1993). A critical review of models in consumer satisfaction. Asian Journal of Marketing, 1, 721.
Wisniewski, M. & Donnelly, M. (1996). Measuring service quality in the public sector: the potential for SERVQUAL. Total Quality Management, 7(4), 357-365.
Wong, A. & Sohal, A. (2003). Service quality and customer loyalty perspective on two levels of retail relationships, Journal of Service Marketing, 17(5), 495-513.
Wright, L.T., Stone, M., & Abbott, J. (2002). The CRM imperative - practice VS theory in the telecommunications industry. Journal of Database Management, 9(4), 339-349.
Yau, O., Lee, J., Chow, R., Sin, L. & Tse, A. (2000). Relationship marketing: the Chinese way. Business Horizon, 43(1), 16-24.
Yoo, B., Donthu, N. & Lee, S. (2000). An examination of selected marketing mix elements and brand equity. Journal of the Academy of Marketing Science, 28, 195-211.
Yusuf, K. (2003). Customer relationship management in the Nigerian financial services industry: the changing face of the financial services area.
Zeithaml, V.A. (1988). Consumers' perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52, 2-22.
Zeithaml, V.A., Berry,L.L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46.
Zeithaml, V.A., Parasuraman, A. & Berry, L.L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York, NY: The Free Press.
Zeithaml, V.A. & Bitner, M.J. (2000). Service marketing: Integrating customer focus across the firm (2nd Eds.). Boston: Irwin: McGraw-Hill.
Zineldin, M. (2000). Beyond relationship marketing: technologicalship marketing. Marketing Intelligence and Planning, 18(1).
連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊