(3.236.222.124) 您好!臺灣時間:2021/05/13 21:24
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:::

: 
twitterline
研究生:黃其安
研究生(外文):Chi-an Huang
論文名稱:服務客製化創新與代理關係品質之研究–以銀行理財業務為例
論文名稱(外文):A Study of Customized Innovation in Service and Agent Relationship Quality - A Case Study of Banking Financial Management.
指導教授:關復勇關復勇引用關係
指導教授(外文):Fu-yung Kuan
學位類別:碩士
校院名稱:國立高雄第一科技大學
系所名稱:行銷與流通管理所
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:132
中文關鍵詞:創新接受程度代理關係品質服務客製化創新代理關係結果
外文關鍵詞:the agent relationship outcomethe accepting degree of innovationthe agent relationship qualitycustomized innovation in service
相關次數:
  • 被引用被引用:7
  • 點閱點閱:1015
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:335
  • 收藏至我的研究室書目清單書目收藏:6
台灣銀行體系長期以來就存在著過度競爭的問題,尤其近年來國內景氣欠佳,使得偏重在承做傳統放款業務的本國銀行均承受鉅額逾期放款之困擾。隨著金融商品的多元化,及為尋求其他穩定及無風險的獲利來源,理財業務近年來便成為銀行業者全面積極投入的主要戰場。在面對同業間持續的高度競爭壓力,以及消費者理財知識及經驗的快速提升下,銀行業更需不間斷的在產品及服務上推陳出新以滿足顧客不同的需求,藉此來吸引及穩固新舊顧客,最終成為銀行的忠誠顧客。
面對多樣化的顧客需求,採取客製化做法是一種可行的策略。本研究透過對理財服務採用客製化創新的做法下,瞭解顧客在經驗過不同的服務客製化創新模式後,個人對銀行所產生的代理關係品質,及進一步的代理關係結果;本研究同時加入個人(即主理人)對創新接受程度的屬性,做為服務客製化創新與代理關係品質之間的干擾變數。有關不同的客製化創新理論,本研究採用學者Gilmore & Pine(1997)所提出,依「展現方式」及「產品 / 服務」兩屬性所構成的四種不同客製化創新模式來深入探討。以上這些研究架構是過去學者在探討理財服務領域時較少被提及的。
本研究採用問卷調查方式,成功的訪問 302 位高雄市地區曾經驗過銀行理財服務的消費者。統計分析結果顯示:服務客製化創新對代理關係品質呈現顯著的正向關係;其中合作型和透明型服務客製化創新是呈現顯著的正向關係,而裝飾型及適應型服務客製化創則呈現不顯著的關係。代理關係品質對代理關係結果呈現出顯著的正向關係。代理關係品質的中介效果是存在的。主理人屬性的干擾效果呈現反向干擾情形。本文最後討論以上研究所發現的管理意涵,並對學術界與銀行業者提供若干建議以及提出一些後續的研究方向。
The system of banking in Taiwan has a problem which competes excessively for a long time. Especially in the last few years domestic prosperous is not good enough. Almost every local bank which makes the loan business traditionally has suffered huge loss of bad loan. With the pluralism of the financial services and goods, and for seeks other stable and non-risk profit origins. Financial management becomes the main battlefield that the banks drop into actively in recent years. In the face of lasting high competition pressure under same trade, and customer''s knowledge and experience in financial management field improve fast. The banks need to incessant weed through the old to bring forth the new in the product and service to meet the customer''s different needs, to attract and stabilize the new and old customers by this, and become to be the loyal customers of the bank finally.
Facing the various customer''s demands, it is a kind of feasible strategy to adopt the method of customization. This research studies something by using customized innovation in financial management to understand the agent relationship quality between customer and the bank when the customer experienced the different customized innovation''s model in service, and further the agent relationship outcome. At the same time this research joins customer''s ( as the principal) the attribute of the accepting degree to innovation. It is made a moderating variable between the customized innovation in service and the agent relationship quality. About adopts which the model of customized innovations. This research adopts the theory of scholars Gilmore & Pine that was proposed in 1997. This theory used two attributes of 「represent way」 and「products / services」to construct the four different models of customized innovation . The above are that scholars had few mentioned in the past when they probed into the field of financial management.
This research successful visited 302 consumers in Kaohsiung city district who been experienced the financial management of banking by the way of questionnaire survey. The result of statistical analysis reveals that the customized innovation in service presents a positive relation significantly to the agent relationship quality. The collaborative and transparent types also present a positive relation significantly, but the adaptive and cosmetic types present a relation insignificantly. The agent relationship quality presents a positive relation significantly to the agent relationship outcome. The intermediary effect of the agent relationship quality exists. The moderating effect of the principal''s attribute presents a reverse situation. Although this study is simply exploratory in nature, it should have some contributions for the research of customized innovation in service. Finally some of the implications of these findings and directions have been presented for future research.
中文摘要 ……………………………………………………………… i
英文摘要 …………………………………………………………… ii
誌謝詞 ……………………………………………………………… iv
目錄 ………………………………………………………………… vi
表目錄……………………………………………………………… viii
圖目錄 …………………………………………………………………x
第一章 緒論 ……………………………………………………………1
第一節 研究背景與動機 ………………………………………………1
第二節 研究目的 ………………………………………………………4
第三節 研究範圍 ………………………………………………………5
第四節 研究流程 ………………………………………………………6
第二章 文獻探討 ………………………………………………………7
第一節 理財業務 ………………………………………………………7
第二節 服務客製化創新 ……………………………………………12
第三節 代理關係品質 ………………………………………………26
第四節 代理關係結果 ………………………………………………36
第五節 主理人屬性 …………………………………………………39
第三章 研究方法 ……………………………………………………44
第一節 研究架構 ……………………………………………………44
第二節 研究假設 ……………………………………………………45
第三節 研究變數與操作性定義 ……………………………………47
第四節 問卷設計及前測研究設計 …………………………………51
第五節 正式問卷之形成 ……………………………………………65
第六節 資料分析方法 ………………………………………………66
第四章 資料分析與討論 ……………………………………………68
第一節 正式調查與樣本統計分析描述 ……………………………68
第二節 實測信效度分析 ……………………………………………78
第三節 變數之相關分析 ……………………………………………79
第四節 變數之共線性診斷 …………………………………………80
第五節 假設檢定 ……………………………………………………81
第六節 中介效果及干擾效果之檢測 ………………………………85
第五章 結論與建議 …………………………………………………88
第一節 研究發現與行銷管理涵意 …………………………………88
第二節 研究建議 ……………………………………………………90
第三節 研究貢獻與限制 ……………………………………………92
第四節 未來研究方向 ………………………………………………93
參考文獻 ……………………………………………………………94
附錄一 學者專家效度問卷 ……………………………………104
附錄二 學者專家效度問卷修正意見 …………………………114
附錄三 前測問倦 ………………………………………………123
附錄四 實測問卷 ………………………………………………128
一、中文部份
1.林偉凱(2004),”如何做好頂級客戶之財富管理”,彰銀資。
2.吳師豪(2004),關係品質與關係結果之研究,國立臺北大學企
業管理學系,博士論文。
3.翁秀琪(1996),大眾傳播理論與實證,三民,台北。
4.陳敦源(2000),”誰掌控官僚體系?從代理人理論談台灣官僚體系的政治控制”,公共行政學報,第四期,頁99-129,1月。
5.陳嘉彌(1996),”中等學校教師接受創新程度之分析”,教育研究資訊,甲、3:頁86-103。
6.陳嘉彌(1997),” 接受創新程度的理論與應用 ”,教學科技與媒體,31,頁36-48。
7.陳寶蓮、張如惠(2006),”消費者對理財專員服務接觸與關係品質之認知-以銀行業為例”,行銷評論,第3卷,第4期,頁447-472,冬季。
8.曹瓊文(2000),專業服務接觸、實體環境線索、性別刻板印象與顧客反應關係之研究-以牙科醫病互動性服務為例,國立成功大學國際企業系,碩士論文。
9.張淑惠(1993),”SOR 模型在消費者涉入理論之應用的檢討”,明德學報,第九期,頁144-177,11月。
10.黃嘉勝(1994),”創新觀念接受度量表在教學科技研究上的應用”,教學科技與媒體,15:頁31-36。
11.鄒志強(2001),合作式設計環境下快速設計運作模式研究—以電腦機殼製造商為例,國立雲林科技大學工業設計研究所,碩士論文。
12.楊智強(2003),產品客製化之製造整合研究—以台灣電腦業CTO 模式為例,元智大學管理研究所,碩士論文。
13.楊麗穎(2006),台灣國際觀光旅館宴會廳之新郎、新娘對婚宴滿意度與忠誠度之研究─以客製化為中介效果,輔仁大學餐旅管理學系,碩士論文。
14.熊學毅(2006),由顧客滿意到忠誠之探討-論客製化的角色,國立高雄第一科技大學行銷與流通管理系,碩士論文。
15.廖偉伶(2003),知識管理在服務創新之應用,國立成功大學工業管理科學研究所,碩士論文。
16.廖漢雄(2002),工業用電腦主機板的快速客製化服務之研究—以研華科技為例,國立政治大學商學院經營管理碩士學程,碩士論文。
17.劉世禮(2003),關係利益與關係品質對關係結果的影響-個人屬性的干擾效果,私立東海大學企業管理學系,碩士論文。
18.鄭仰真(2005),銀行業財富管理對顧客滿意度及顧客忠誠度之關聯性研究,國立成功大學,碩士專班論文。
19.蔣宗男(2001),情境因素、消費者購買涉入與創新接受態度影響網路競標意願之研究,國立政治大學廣告學系,碩士論文。
20.潘雅惠(2007),影響消費者購買銀行理財商品滿意度之研究,國立東華大學企業管理學系,碩士在職專班碩士論文。
21.關復勇(1998),專業服務接觸互動行銷中關係品質知覺之研究-以護理人員與病患間關係為例,國立中山大學企業管理學系,博士論文。
22.藺雷,吳貴生(2003),服務創新,清華大學出版社,北京。
23.蘇朝山(2005),財富管理業務策略規劃之研究-以高雄銀行為例,國立中山大學管理學院高階經營碩士學程,專班碩士論文。

1.Abernathy, W. & Utterback, J. (1978), “Patterns of industrial innovation”, Strategic Management of Technology and Innovation , pp. 154-160.
2.Afuah A. (1998), “Innovation Management: Strategies, Implementation, and Profits”, NY: Oxford University Press.
3.Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994), “Customer satisfaction, market share & profitability: Findings from Sweden”, Journal of Marketing, Vol. 58, No. 3, pp. 53-66.
4.Arrow, K. (1971),”Essays in the Theory of Risk Bearing, Chicago: Markham”.
5.Barclay (1997), “The Effects of Organizational Differences & Trust on the Effectiveness of Selling Partner Relationships”, Journal of Marketing, Vol. 61, pp.3-21.
6.Bergen, M. & Dutta, S. & Orville C. W. (1992), “Agency Relationships in Marketing: A Review of the Implications and Applications of Agency and Related Theories”, Journal of Marketing, Vol. 56, July, pp. 1-24.
7.Berry, L. L. & Parasuraman, A. (1991), “Marketing Service: Competing Through Quality” , The Free Press, New York, NY.
8.Bitner, M. J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, 54, pp. 69-83.
9.Bitner, M. J. (1990), Booms, B. G. & Tetreault, M. S. (1990), “The Service Encounter : Diagnosing Favorable & Unfavorable Incidents,”Journal of Marketing, 54, pp. 71-84.
10.Bitran, G. & L. Pedrosa (1998), “A structured product development perspective for service operations,” European Management Journal. 16(2), pp. 169-189.
11.Blackwell, R. D., Miniard, P.W. & Engel, J. F. (2001), “Consumer Behavior”, 9ed, South Western.
12.Bloemer, J. & Gaby O. S. (2002), “Store satisfaction and store loyalty explained by customer- and store-related factors”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. Vol. 15; p. 68
13.Coner, A. (2003), “Personalization & Customization in Financial Portals”, Journal of American Academy of Business, 2(2), 498-504.p. 3.
14.Cronin, J. J. & S. Taylor (1992), “Measuring Service Quality : A Reexamination & Extension”, Journal of Marketing, 56 : pp. 55-68.
15.Crosby, L. A. & Nancy S. (1987), “Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry”, Journal of Marketing Research, 24(4), pp. 404-412.
16.Crosby, L. A., Evans, K. R. & Cowles, D. (1990), “Relationship Quality in Service Selling: An Interpersonal Influence Perspective,”Journal of Marketing, 54(July), pp.68-81.
17.Daft, R. L. (1978), “A Dual-core Model of Organization Innovation”, Academy of Management Journal, 21, pp. 193-210.
18.Daft, R. L. (1982), “Bureaucratic versus non-bureaucratic structure and the process of innovation and change”, Research in Sociology of Organizations, 1, pp. 129-166.
19.Damanpour, F. (1991),“Organizational Innovation: A Meta Analysis of Effects of Determinants and Moderators,”Academy of Management Joural, 34(3), pp.555-590.
20.Doney & Cannon (1997), “An Examination of the Nature of Trust in Buyer – Seller Relationships.” Journal of Marketing, Vol. 61, No.2, pp. 35-52.
21.Donnelly, J. H. & Etzel, M. T. (1973), “Degrees of product newness and early trial”, Journal of Marketing Research, 10: pp. 295-300.
22.Dorsch, M. J., Swanson, S. R. & Kelly, S. W. (1998), “The role of relationship quality in the stratification of vendors as perceived by customers”,Journal of the Academy of Marketing Science. Spring 1998; 26, p. 2.
23.Easingwood, C. J. & V. Mahajan (1989), “Positioning of financial service for competitive advantage”, Journal of Product Innovation Management, 6, pp. 207-219.
24.Eisenhardt, K. M. (1989), “Agency Theory: “An Assessment and Review”, Academy of Management Review, Vol. 14, No. 1, pp. 57 -74.
25.File, K. M., B. B. Judd & R. A. Prince (1992), “Interactive Marketing: The Influence of Participation on Positive Word-of-Mouth & Referrals”, Journal of Services Marketing, 6(4), pp. 5-14.
26.Gallouj, F. (2002), “Innovation in service and the attendant old and new myths”, Journal of S ocio-Economics, 31, pp. 137-154.
27.Ganesan, S. (1994), “Determinants of Long-Term Orientation in Buyer – Seller Relationships”, Journal of Marketing, Vol. 58, No. 2, pp. 1-19.
28.Gattiker, U. E. (1990), “Technology Management in Organization”, Sage, CA.
29.Gilmore, J. H. & PineⅡ, B. J. (1997), “The Four Faces of Mass Customization”, Harvard Business Review, 75(1), pp. 91-101.
30.Gilmore, J. H. & PineⅡ, B. J. (2000), “Markets of one: Creating customer- unique value through mass customization (hardcover)”. Harvard Business School Press Books, pp.1-240.
31.Gronroos, C. (1990),“Relationship approach to marketing in service contexts: The marketing and organizational behavior interface”, Journal of Business Research, l(20), pp. 3-12.
32.Hauknes, J. (1999),“For the OECD business and industry policy forum on realizing the potential of the service economy: facilitating growth, innovation and competition”.
33.Hemple, D. J. (1977) , “Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement”, The Conceptualization of Consumer Satisfaction and Dissatisfaction, H.K. Hunt ed, Cambridge, Mass: Marketing Science Institute, p. 7.
34.Hennig, T. T., Kevin P. G. & Dwayne D. G. (2002), “Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits & Relationship Quality”, Journal of Service Research, 4 (3), pp. 230-247.
35.Hess J. R. L., Shanker G. & Noreen M. K. (2003), “Service Failure and Recovery: The impact of relationship factors on customer satisfaction”,Journal of Marketing Science, Volume 31, No. 2, pp. 127-145.
36.Houston, M. J. & Rothchild, M. L. (1978), “Conceptual & methodological perspectives on involvement”, in S. C. Jain (ed.) Research Frontiers in Marketing: Dialogues & Directions. Educators'' Proceeding Chicago: American Marketing Association.
37.Hurt, H. T., Joseph, K. & Cook, C. D. (1977), “Scale for the measurement of Innovativeness”, Human Communication Research, 4(1): pp. 58-65.
38.Jensen, M. & Meckling, W. (1976),“Theory of the Firm: Managerial Behavior, Agency Costs and Ownership Structure”, Journal of Financial Economics, Vol. 3, pp.305-360.
39.Jiang, P. (2002), “Exploring Consumer’s Willingness to Pay for Online Customization & ItsMarketing Outcomes”, Journal of Targeting, Measurement & Analysis for Marketing, 11(2), pp. 168-174.
40.Jones, M. A. & Jaebeom S. (2000), “Transaction-Specific Satisfaction & Overall Satisfaction: An Empirical Analysis”, The Journal of Services Marketing, Vol.14, No. 2, pp. 147-159.
41.Johnson, S. P., L. J. Menor, A. V. & R. B. Chase (2000), “A critical evaluation of the new service development process: integrating service innovation and service design ”, In: Fitzsimmons, J A., and M. J. Fitzsimmons (eds.), New service development - creating memorable experience, Sage Publications.
42.Kasanoff, B. (2001), “Making It Personal: How to Profit from Personalization Without Invading Privacy”, Perseus Publishing.
43.Kimberly, J. R. (1981), “Managerial innovation”, In P. Nystrom & W. Starbuck (Eds.).
44.Kinsella, R. (1996), “Resident Abroad”, London, Dec 1996, pp. 86-91.
45.Kotler, P. (1993), “The Major Tasks of Marketing Management”, Marketing Management, 2(3), pp. 52-56.
46.Kotler, P. (2003), “Marketing management (7th ed)”, New Jersey: Prentice-Hall international Inc. Handbook of organizational design, Vol.1:84-104. New York: Oxford University Press.
47.Lovelock, C. H. (1994), “Service Marketing, Operations and Human Resources, Englewood Cliffs”, NJ : prentice – Hall, Inc.
48.Lovelock, C. H. (1996), “Services marketing (3rd ed)”, USA: Prentice-hall international Inc.
49.Lovelock, C. H. (1999), “Service Marketing”, NY : Prentice Hall, Inc.
50.Miles, M. B. (1964), “Innovation In Education”, New York: Teachers College, Columbia University.
51.Mittal, B. (1989) , “Measuring Purchase-Decision Involvement”, Psychology & Marketing, 6, Summer, pp. 147-162.
52.Mittal, B. (1995),“A comparative analysis of four scales of consumer involvement”, Psychol Mark ; 12: pp. 663-682.
53.Morgan, R. M. & Shelby D. H. (1994), “The Commitment – Trust Theory of Relationship Marketing,” Journal of Marketing, Vol. 58, pp. 20-38.
54.Nicholson, C.Y., L.D. Compeau & R. Sethi (2001), “The Role of Interpersonal Linking in Building Trust in Long-Term Channel Relationships”, Journal of the Academy of Marketing science, Vol. 29, No.1, pp. 3-15.
55.Nord, W. R. & Tucker, S. (1987), “Implementing Routine and Radical Innovation”, Lexington Books, MA.
56.Nunes, P. F. & Kambil, A. (2001), “Personalization? No Thanks”, Harvard Business Review, 79(4), pp. 32-33.
57.Oliver, R. L. (1980), “A cognitive model of the antecedents and consequences ofsatisfaction decisions”, Journal of Marketing Research, Vol. 17, No. 32, pp.460-469.
58.Parasuraman, A., Valarie A. Z. & Leonard L. B. (1985), “ A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, 49 (Fall), pp. 41-50.
59.Parasuramer, A., Zeithaml, A.V. & Berry, L. L. (1988), “Communication and control processes in the deliver of service quality”, Journal of Marketing, 52(4), pp. 35-48.
60.Parsons, A. L. (2002), “What Determines Buyer-Seller Relationship Quality? An Investigation from the Buyer’s Perspective”, Journal of Supply Chain Management.
61.Peppers, D. & Rogers, M. (1993), “The one to one future: Building relationships one customer at a time”, Strategy, Vol. 5, No. 4, pp. 4-13.
62.Pine II, B. J. & Mass C. (1993), “The New Frontier in Business Competition”, Harvard Business School Press.
63.Pine, B. J., Victor, B. & Boynton, A. C. (1993a), “Mass Customization: The New Frontier in Business Competition”, President and Fellows of Harcard College. pp. 171-239.
64.Pine, B. J., Victor, B. & Boynton, A. C. (1993b), “Making Mass Customization Work”, Harvard Business Review, 71(5), pp. 108-117.
65.Pitt, L. F. & Jeantrout, B. (1994), “Management of Customer Expectations in Service Firms : A Study & A Checklist”, The Service Industries Journal , 14(2), pp.170-189.
66.Popielarz, D. T. (1967), “An exploration of perceived risk and willingness to try new products”, Marketing Research. 4: pp. 368-378.
67.Prahalad, C. K. & Ramaswamy, V. (2000), “Co-Opting Customer Competence”, Harvard Business Review, 78(1), pp.79-87.
68.Reynolds, K. E. & Arnold, M. J. (2000), “Customer Loyalty to The Salesperson & The Store: Examining Relationship Customers in an Upscale Retail Context”, Journal of Personal Selling & Sales Management, 20(Spring), pp. 89-98.
69.Rogers, E. M. (1983), “Diffusion of innovations”, New York: Free Press.
70.Ross, S. (1973), “The Economic Theory of Agency: The principal’s problem”, American Economic Review, Vol. 63, pp. 134-139.
71.Rubin, C. (1983), “Adoption and implementation of communication technologies”, Communication Technology, New York: Free Press.
72.Selnes, F. (1993), “An examination of the effect of product performance on brand reputation satisfaction and loyalty”, European Journal of Marketing, Vol.,27, No. 9, pp. 19-35.
73.Sharma, N., Paul G. & Patterson (2000), “Switching cost, alternativeness and experience as moderatros of relationship commitment in professional, consumer services”, International Journal of Service Industry Management.
74.Shostack, G. L. (1987), “Service positioning through structural Change”,Journal of Marketing, 51(1), pp. 34-43.
75.Sirdeshmukh, D., Jagdip S. & Barry S. (2002), “Consumer Trust, Value, and Loyalty in Relational Exchanges”, Journal of Marketing, Vol. 66, pp 15-37.
76.Smith, J. B. (1997), “Selling Alliances: Issues and Insights”, Industrial Marketing Management, Vol. 26, No. 2, pp. 146-161.
77.Sprecher S., Mttts S., Burleson B., Hatfield E. & Thompson A. (1995), “Domains of expressive interaction in intimate relationships: Associations with satisfaction and commitment”, Family Relations, Minneapolis: (April) Vol. 44 lss.2; pp. 203-210.
78.Storey, C. & C. J. Easingwood (1999), “Types of new product performance : evidence from the consumer financial sector”, Journal of Business Research, 46, pp.193-203.
79.Sundbo, J. & Gallouj, F. (1998), “ Innovation in service”,(J).SI4S Project synthesis Work paper .
80.Swan, J. E., Trawick, I. E. & Silva, D. W. (1985), “How Industrial Salespeople Gain Customer Trust ”, Industrial Marketing Management, 14(3), pp. 203-211.
81.Szymanski, D. M. & David H. H. (2001), “Customer Satisfaction: A Meta-Analysis of the Empirical Evidence”, Journal of the Academy of Marketing Science, Vol. 29, No. 1, pp. 16-35.
82.Tam, J. L. M. & Wong, Y. H. (2001), “Interactive selling: A dynamic framework for services”, The Journal of Services Marketing, Vol. 15, No. 4/5, pp. 379-394.
83.Tax, S. & I. Stuart (1997), “Designing & Implementing New Services: The Challenges of Integrating Services System”, Journal of retailing, 73(1):105-134. heory to management practice: towards an integrated approach.
84.Verhoef, F. & Hoekstra (2002), “The Effect of Relational Constructs on Customer Referrals & Number of Services Purchased Form a Multi-service Provider: Does Age of Relationship Matter? ”, Journal of the Academy of MarketingScience, Vol. 30, No. 3, pp. 202-216.
85.Voss, C., R. Johnston, R. Silvestro, L. Fitzgerald, & T. Brignall (1992), “Measurement of innovation and design performance in service”, Design Management Journal. pp.40-46.
86.Westbrook, R. A. (1981), “Sources of Consumer Satisfaction With Retail Outlets”, Journal of Retailing, 57(Fall), pp. 68-85.
87.Wietze van der Aa & Tom Elfring(2002),“Innovation in service”,(J).Scandinavian Journal of Management ,Scand.J.Mgnt, vol. 18, pp. 155-171.
88.Wilson, R. (1968),“On the theory of syndicates”, Econometrica, Vol. 36, pp. 119-132.
89.Wong, A. & Sohal, A. (2002),“An examination of the relationship between trust, commitment and relationship quality”, International Journal of Retail & Distribution Management, Bradford: 2002. Vol. 30, Iss. 1, pp. 34-51.
90.Woodside, A. G., Frey, L. L. & Daly, R. T. (1989), “Linking service quality, customer satisfaction & behavioral intention”, Marketing Health Services, Vol. 9, No. 4, pp. 5-17.
91.Zeithaml, V. A. & Bitner, M. J. (2000), “Service marketing: Integrating customer focus across the firm (2rd ed)”, New York: McGraw- Hall International Edition.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔