(3.236.118.225) 您好!臺灣時間:2021/05/14 12:37
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:楊雅雯
研究生(外文):Ya-Wen Yang
論文名稱:購物中心白金級會員顧客關係利益研究
論文名稱(外文):The Study on Relationship Benefits of Platinum Tier Customer in a Shopping Mall
指導教授:徐村和徐村和引用關係
指導教授(外文):Tsuen-Ho Hsu
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
畢業學年度:97
語文別:中文
論文頁數:72
中文關鍵詞:顧客滿意度關係品質關係利益購物中心
外文關鍵詞:shopping Mallrelational qualityrelational benefit
相關次數:
  • 被引用被引用:2
  • 點閱點閱:158
  • 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:0
  • 收藏至我的研究室書目清單書目收藏:2
近年來全球籠罩在金融海嘯與經濟不景氣的氛圍中,促使消費者的消費行為趨向保守,相對造成零售業更劇烈的競爭狀況。以在台灣零售業界中佔有重要地位的百貨公司為例,近年來因大型購物中心的加入,形成既有市場獲利空間重新分配的局面,我消彼長的狀況屢見不鮮,而如何在此波激浪中生存,考驗著市場既有龍頭經營者的智慧,與整體台灣經濟面改善的長期契機發展。

以物販、餐飲、娛樂為主的大型購物中心而言,其消費客層鎖定為全客層,如此定位的購物中心如何在充滿競爭的環境下利用商場優勢,掌握並創造更多忠誠的顧客,並維持顧客忠誠,將是提升市場佔有率及創造業績長紅的關鍵。

本研究以方法目的鏈結模式,利用軟式階梯訪談法訪談20位夢時代購物中心白金級會員顧客,以內容分析法找出訪談內容與關係利益相關的要素進行分析。藉由探討關係利益對於購物中心白金級顧客之再購意願影響,作為日後夢時代購物中心在商品優化調整、相關設施與設備,乃至服務品質及行銷活動等四方面提升之參考。
Nowadays, the whole world faces the financial Tsunami and the economical declining. It makes consumers behave conservatively and causes the fiercer competitions on retails market. Department stores had important positions on retailing market in Taiwan. However, there are more and more shopping malls to join at this market and decrease the profit share. Moreover, it forces retailing market to be redistributed. Thus, how to survive in the adverse circumstances of retailing market? It tests the operator''s wisdom and affects the long-term development in Taiwan.

Large-scale entertainment shopping malls have the main revenue from merchandising, dining and amusements. They are always focusing on entire guest level. Those shopping malls do know the loyal customers are the key points to promote the market share and achieve or beyond the performance in this kind of competitive environment

This research utilizes the Means-End Chain pattern to finds out critical factors concerning relational benefit and relational quality. Interviewing with 20 dream mall’s platinum members is applied to know their purchasing reasons and analysis the related essential factors between interview contents and relational benefits. The results of this research shows the re-purchasing willing of platinum members to provide the improvement suggestions on commodities adjustment, facilities, equipments and service qualities and marketing in the future.
摘 要 I
ABSTRACT II
致 謝 III
表目錄 V
圖目錄 VI
第一章 緒 論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 3
第二章 文獻探討 4
第一節 顧客關係利益 4
第二節 關係品質 10
第三節 顧客滿意度 15
第四節 購物中心相關研究 19
第三章 研究方法及研究設計 24
第一節 方法目的鏈 24
第二節 研究對象與範圍 31
第四章 顧客關係利益之實證結果分析與命題 41
第一節 訪談資料編碼與分析 41
第二節 研究結果與命題 55
第五章 結論與建議 58
第一節 結論與分析 58
第二節 管理意涵 62
第三節 研究限制與未來研究方向 63
附錄一 訪談題目 64
附錄二 訪談名單 65
參考文獻 67

表目錄
表2-2關係利益相關研究彙整 8
表2-3 關係品質的定義 10
表2-4 關係品質的組成構面 11
表2-5顧客滿意的定義 12
表 2-6信任的定義 13
表 2-7承諾的定義 14
表2-8顧客滿意度定義 15
表 3-1 品質與價值的方法目的鏈結模式 28
表3-2 統一夢時代會員卡占商圈比例分析 32
表3-3 2007年度白金級會員顧客統計 33
表 3-4 2008年度白金級會員統計 34
表3-6 2008-2009,6月年白金級會員獨享專案 36
表3-8 訪談樣本 40
表4-1 方法目的鏈層及分析類目項目定義表 41
表4-2 類目歸類彙總信度分析表 43
表4-3 顧客商店忠誠內容分析信度表 44
表4-4關係利益要素提及次數與占比 45

圖目錄
圖1-1 研究流程圖 3
圖3-1 消費價值的理論模式 26
圖3-2 顧客價值階層模式 28
參考文獻
一、國內部份

1.王文義 1997,購物中心規劃指南,遠流出版社。
2.王國華1995,百貨商品管理之研究-以台北市之百貨公司為例,國立政治大學企研所碩士論文。
3.吳昭瑢 2008,在企業關係中關係式交易特性與關係品質對創新擴散績效影響之研究,國立高雄第一科技大學管理研究所碩士論文
4. 施忠楨 1996,由購物中心導向研究大型購物中心設計之功能-以中部地區為
實證,靜宜大學管理研究所碩士論文。

5. 黃盈裕,周庭銳,周逸衡,2003,“以方法目的鏈結模式探討服飾的顧客價
值─定性法”,管理研究學報,第三卷第一期,頁39-69。
6. 楊孝濚,1989,內容分析,楊國樞、文崇一、吳聰賢、李亦園等編,社會及
行為科學研究法(下),頁809-831。

7. 經濟部,工商綜合區開發設置管理辦法,86年6月


二、英文文獻:

1. Anderson, E. and Weitz, B. (1989). Determinants of Continuity in Conventional
Industrial Channel Dyads. Marketing Science, 8, 310-323

2. Anderson, J. C. and Narus, J. A. (1990). A Model of Distributor Firm and
Manufacturer Firm Working Partnerships. Journal of Marketing, 54, 42-58

3.Anderson, J. C.and Gerbing, D W. (1988),Struct Equation Modeling in
Practice: a Review and Recommended Two- Step Approach Psychololical
Bulletin,103(3),411-423

4.Baker, J., P, A., Gerwal, D. and Voss, G.. B., (2002),“The Influence
of Multiple Store Environment Cues on Perceived Merchandies Value and
Patronage Intentions”, Journal of Marketing, Vol.66(April), 120-141.

5.Barlow, R. G.(1992), “Relationship Marketing-The Ultimate in Customer
Services,” Retail Control, 60 (March), 29-37.

6. Bei, L. T. and Chiao, Y. C., (2002),“An Integrated Model for The Effects of
Perceived Product, Perceived Service Quality, and Perceived Price Fairness on
Consumer Satisfaction and Loyalty”, Journal of Consumer Satisfaction,
Dissatisfaction and Complaining Behavior, Vol.15, 125-139.

7.Bitner, M. Jo.(1995), “Building Service Relationships : It’s All About Promises,” Journal of the Academy of Marketing Science, 23 (Fall),246-251.

8.Bowen,J.(1990),”Development of a Taxonomy of Services to Gain Strategic Marketing Insights,”Journal of the Academy of the Academy of Marketing Science,Vol.18,43-49.

9. Bowmam, D.and Narayandas.D.”Manging initiated Contacyts wwith Manufactures :The Impact on Share of Category Requirements and word-of-Mouth Behavior.”Journal of Marketing Research 38(2001):281-297


10.Crosby, L. A., EvansK.R. and Cowles, D.“Relationship quality in services selling: An interpersonal influence perspective,” Journal of Marketing, 54(2), 68-82, 1990

11.Crosby, L. A., Evans, K. R., and Cowles, D. (1990). Relationship Quality in Services Selling:An Interpersonal Influence Perspective. Journal of Marketing, 54, 68-81.

12.Dwyer, F. R., SchurrP.H. and Oh,S. "Developing Buyer-Seller Relationships," Journal of Marketing, 51 (April), 11-27, 1987

13.Dwyer,F.R.,Schurr P.H.,& Oh S.(1987),”Developing buyer-seller relationship,”Journal of Marketing,Vo;11-27.

14.Ford, D. Gadde, L.E. Hakansson, H. Lundgren, A.Snehota, I. Turnbull, P. Wilson,
D.(1998). Managing business relationships.

15.Garbarino, E. and M. S. Johnson, “The different roles of satisfaction, trust, and commitment in customer relationships,” Journal of Marketing, 63(2),70-87, 1999.

16.Ganesh,J.,Arnold M.J.,&Reynolds K.E.(2000),”Understanding the Customer Base
of Service Providers:An Examination of the Differences between Switchers and
Syayers ,” Journal of Marketing,Vol;.64,65-87.

17.Ganesan, S., 1994. Determinants of Long-Term Orientation in Buyer-seller
Relationships, Journal of Marketing, Vol. 58(April.): 1-19.

18. Geistfeld, L. V., SprolesG..B. and Badenhop, S. B. (1977),“The
Concept and Measurement of a Hierarchy of Product Characteristics”, in
Advances in Consumer Research, Vol. 4, H. K. Hunt (ed.) , Ann Arbor,
Mich.: Association for Consumer Research, 302-307.

19.Goodwin, C.(1994), “Between Friendship and Business: Communal
Relationships in Service Exchanges,” working paper, University of Manitoba.

20.Green, P.E., Yoran W and Arun K. J, (1972),“Benefit Bundle Analysis”,
Journal of Advertising Research,(April ),32-36
J
21. Gronroos C.(1997), “Value-driven Relational Marketing: from Products toResources and Competencies”, Journal of Marketing Management, 407-419.

22. Grunert, K. G. and Grunert, S. C. (1995),“Measuring Subjective Meaning
Structures by the Laddering Method: Theorectical Considerations and
Methodological Problems”, International Journal of Reaearch in Marketing,
Vol.12(3), 209-225.

23.Gutman, J., (1977),“Uncovering the Distinctions People Make Versus
the Use of Multi-Attribute Models: Do A Number of Little Truths Make
Wisdom?”, in Proceedings of the Twenty-third Annual Conference of the
Advertising Research Foundation, New York: Advertising Research Foundation,
71-76

24. Gutman, J., (1982),“A Means-End Chain Model Based on Consumer
Categorization Processes”, Journal of Marketing ,(Spring) , 60-72.

25.Gwinner, K. P.,Dwayne D.G.,and Mary Jo Bitner(1998),”Relational
Benefits in services Industries:The Customer’s Perspective,”Journal of the
Academy of Marketing Science,26(Spring),101-114.

26.Haley, R. I., (1972),“Benefit Segmentation: A Decision-Oriented Research
Tool”, Journal of Marketing ,(July) , 30-35.

27.Heskett, J. L., Jones, T. O. G. W. Loveman, W. E. Sasser and L. A. Schlesinger, “Putting the service-profit chain to work,” Harvard Business Review, Mar-Apr, 164-172, 1994.

28.Hennig –Thuran,T.and Klee,A.(1997),”The impact of customer satisfaction and relationship quality on customer retention-a critical reassessment and model development,”Psychology and Marketing,14,737-65.

29.Henning-Thurar,T.,Gwinner,K.P.,&Gremler,D.D.,(2002),”Understanding relationship marketing outcomes:an integration of relational benefits and relationalship quality,”Journal of Service Research ,Vol.4(3),230-247

30.Hogan, J. E., 1998. Assessing Relationship Value in Business Markets, Ph.D.Dissertation, University of North Carolina. Crosby, L. A., Evans, K. R., and Cowles, D. (1990). Relationship Quality in Services Selling:An Interpersonal Influence Perspective. Journal of Marketing, 54, 68-81.

31.Jackson, D., 1989. Determining a Customer’s Life Time Value, Direct Marketing, March: 60-62, May: 24-32, August: 28-30.

32.Keaveney, S. M., “Customer switching behavior in service industries, An exploratory article,” Journal of Marketing, 59(2),71-82, 1995.

33.Kim,W.G.and Cha,Y.(2002),”Antecedents and Consequences of Relationship Quality in Hotel Industry ,”Hospitality Management ,21,321-338.

34.Kotler, P., (2008), Marketing Management: Analysis, Planning, Implementation
and Control , 10th ed., Prentice-Hall, Englewood Cliffs, NJ.

35.Lagace, R. R., Dahlstrom,R. and Gassenheimer, J. B. “The relevance of ethical salesperson behavior on relationship quality: The pharmaceutical industry,” Journal of Personal Selling and Sales Management, 11(4), 39-47, 1991.

36.Levitt,T.(1986),”The Marketing Imagination,”New York:The Press.Crosby.
Moorman, C., R. Deshpande and G. Zaltman, " Factors Affecting Trust in Market Research Relationships," Journal of Marketing, Vol. 57, 81-101, 1993.

37.Levitt, T., (1960),“Marketing Myopia”, Harvard Business Review,
Vol.38, July-August: 24-47.

38.Lilijander, V. and Strandvik, T. (1993). Different Comparison Standards as Determinants of Service Quality. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol.6 :118-132

39.Marzo-Navarro,M.,Pedraja-Iglesias, M.,& Rivera-Torres, M. P.,(2004),”ACADEMIC PAPER:The benefits of relationship marketing for the consumer and for the fashion retailers,”Journal of Fashion Marketing and Management,Vol.8,Iss.4;425.

40.McAdams, D. P.(1988), “Personal Needs and Personal Relationships,” in Handbook of Personal Relationships, Steve W. Duck, ed. New York: John Wiley & Sons. 7-22.

41 .Morgan, R. M., and Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58, 20-38.

42.Morgan,R.N.and Hunt, S.D. (1994),”The Commitment-Trust Theory of Relationship Marketing,58(July),20-38.

43.Patterson,P.G.& Smith,T.(2001),”Relationship benefits in service industries:A replication in a Southeast Asian context,”The Journal of Services Marketing .Vol.15,Iss.6/7;425-443.

44.Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988), “Communication andControl Processes in the Delivery of Service Quality,” Journal of Marketing, Vol.52,April, 35-48.

45.Peter, J. P.and Jerry C. O., (1987), Consumer Behavior: Marketing
Strategy Perspectives, Homewood, IL: Richard Irwin.

46.Peterson, R. A.(1995), “Relationship Marketing and the Consumer,” Journal of the Academy of Marketing Science, 23 (Fall), 278-281.

47.Price, L. L. and Arnould, E. J. “Commerical Friendships: Service provider-client relationships in context,” Journal of Marketing, Vol.63(Iss.4), 38-56, 1999.

48.Ravald and Gronroos(1996), “The value concept and relationshipmarketing”,European Journal of Marketing, Vol.30, No.2, 19-30.

49.Reinartz and Kumar ,V.”On the Profitability of Long-Life Customers in a No cntractural Setting:An Empirical Investigation and Implications for Marketing “Journal of Marketing 64(2000):17-3532

50.Reicheld,F.F.& Sasser,Jr.W.E.(1990),”Zerro Defections:Quality Comes to Services,”Harvard Business Review,Vol.68(5),105-111.

51.Reynolds, T. J.and Gutman, J., (1988),“Laddering Theory, Method, Analysis,
and Interpretation”, Journal of Advertising Research, Vol.28, No.1, pp.11-31.

52.Rokeach, M. J., (1968),“The Role of Values in Public Opinion Research”,
Public Opinion Quarterly, Vol.32, (Winter), 547-549.

53. Rokeach, M. J., (1973), The Nature of Human Values, New York: The Free Press.

54.Russell, C. G., Busson, A., Flight, I., Bryan, J., van Lawick van Pabst, J. A., and
Cox, D. N., (2004),“A Comparison of Three Laddering Techniques Applied to An
Example of A Complex Food Choice”, Food Quality and Preference, Vol.15(6),
569-583.

55.Schoell, W. F., and Guiltian, J. P. (1990), Marketing: Contemporary Concepts
and Practices, 173.

56.Sheth,J. N.and Parvatiyar,A.(1995),”Relationship Marketing in Customer Markets:Antecedents and Consequences.”Journal of the Academy of Marketing Science,23(Fall),255-271.

57.Sheth, B. I. N., and Barbara L. G., (1991), Consumption Value and
Market Choice: Theory and Applications, Cinciinnati, OH: Southweatern
Publishing.

58.Stanton, W. J., E, M. J.and Bruce J. W., (1991), Fundamentals
of Marketing, 9th ed., New York: McGraw-Hill.

59.Sweeney,J.C.& Webb,D.(2002),”Relationship Benefits:An Exploration of Buyer-Supplier Dyads,”Journal of Relationship Marketing,Vol.(2)77-91.

60.Tam, J. L.M. and Wong, Y. H. "Interactive selling: a dynamic framework for services", Journal of Services Marketing, Vol. 15 No.5, 379-396, 2001.

61.Tolman, E. C., (1932), Purposive Behavior in Animals and Men, New
York: Century Company.

62.Walker, B. A., andOlson, J. C. (1991),“Means-End Chains: Connecting
Products with Self”, Journal of Business Research, Vol.22, 111-118.

63.Wilson, D. T. (1995),”An Integrated Model of Buyer-Seller Relationships”,Journal of the Academy of Marketing Science, Vol.23, Iss. 4, .335-345.

64.Woodruff, R. B., (1983),“Modeling Consumer Satisfaction Process Using
Experience Based Norms”, Journal of Marketing,Vol.10, Aug, 296-304.

65. Woodruff, R. B, (1997),“Customer Value: The Next Source for Competitive
Advantage”, Journal of the Academy of Marketing Science, Vol.25, No.2,
139-153.

66.Yeh,C.H.(2002),”A preference-based approach to fuzzy multiattribute evaluation of service quality,”IEEE,1269-1273.

67.Young, S. and Feigin,B. (1975),“Using the Benefit Chain for Improved
Strategy Fomulation”, Journal of Marketing, Vol.39, (July) , 72-74.

68.Zaithaml,V. A.and Mary, J. B. (2000),Service Marketing,McGraw-Hill companies,Inc.

69.Zeithaml,V.A.& Bitner,M.J.(2000),Service Marketing:Integrating Customer Focus across the Firm.2nd,New York:McGraw-Hill.

70.Zeithaml, V. A., (1988),“Consumer Perceptions of Price, Quality, and Value:
A Means-End Model and Synthesis of Evidence”, Journal of Marketing,
Vol.52, (July) , 2-22.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊
 
1. 商店忠誠度的方法目的鏈結模式之研究─以百貨公司白金級會員為例
2. 購物中心強勢承租商評選因素之研究
3. 購物中心關鍵成功因素之研究-以統一夢時代購物中心為例
4. 台灣都會區購物中心營運競爭力評估
5. 大型購物中心動態能耐之探索性研究-以「統一夢時代購物中心」與「新竹風城購物中心」為例
6. 購物中心贈品促銷活動對顧客滿意度之影響-以高雄統一夢時代購物中心為例
7. 顧客關係利益對關係品質與顧客忠誠之影響-兼論關係品質中介效果之探討
8. 國內大型購物中心業種組合與樓層配置之研究─以大江國際購物中心為例
9. 以消費者觀點探討購物中心之定位策略 - 以夢時代購物中心為例
10. 購物中心來店禮滿意度之縱貫面研究-以夢時代購物中心為例
11. 顧客關係利益對關係品質及關係行銷結果影響之研究-以國防部福利總處岡山福利站為例
12. 購物中心空間配置對逛街者逛選偏好及找路行為之影響-以美麗華百樂園為例
13. 顧客關係與顧客滿意之相關性研究─以高雄統一夢時代購物中心為例顧客關係與顧客滿意之相關性研究─以高雄統一夢時代購物中心為例顧客關係與顧客滿意之相關係研究─以高雄統一夢時代購物中心為例
14. 百貨公司與會員關係行銷之研究-以信任與關係承諾為中介變數
15. 購物中心服務創新影響消費者再購意願之研究-以統一夢時代為例
 
系統版面圖檔 系統版面圖檔