跳到主要內容

臺灣博碩士論文加值系統

(44.222.189.51) 您好!臺灣時間:2024/05/26 20:38
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:黃英哲
研究生(外文):Ying-Che Huang
論文名稱:關係驅動因子對特定業務人員之滿意度、信任與忠誠行為之影響
論文名稱(外文):The Effect of Relationship Drivers on CustomerSatisfaction, Trust and Loyalty toward Particular Sales Personnel
指導教授:李元恕李元恕引用關係
指導教授(外文):Yuan-Shu Li
學位類別:碩士
校院名稱:逢甲大學
系所名稱:經營管理碩士在職專班
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:2010
畢業學年度:98
語文別:中文
論文頁數:91
中文關鍵詞:財富管理服務品質友誼專業知識品牌形象滿意度信任忠誠度
外文關鍵詞:loyaltytrustsatisfactionbrand imageprofessional knowledgewealth managementservice qualityfriendship
相關次數:
  • 被引用被引用:3
  • 點閱點閱:361
  • 評分評分:
  • 下載下載:72
  • 收藏至我的研究室書目清單書目收藏:1
『財富管理』,這一名詞近幾年來常常環繞在我們的生活當中,無論是報章雜誌、或是銀行櫃臺,皆可看到這四個字。沒錯,在台灣加入WTO之後,不論國內外之研究報告及學者專家,皆一致看好台灣地區財富管理之發展;為了因應龐大的財富管理需求,並提供高品質的財富管理服務,甚至連壽險業(南山人壽)也在2007年開始進軍財富管理市場,可見財富管理之市場已成為金融體系中的新藍海。
本研究即試圖釐清什麼才是影響顧客最終決定的因素?因此以有投保人壽保險之顧客做為研究對象,企圖探討在台灣目前這競爭激烈的產業環境中,顧客與特定業務人員之關係,透過服務品質、友誼、專業知識、品牌形象等構面來探討顧客對忠誠度之影響。研究發現如下:
1、 保險業財富管理之服務品質、友誼、專業知識對特定業務人員的滿意度呈正向的影響。
2、 保險業財富管理之服務品質、品牌形象對特定業務人員的信任度呈正向的影響。
3、 保險業財富管理之友誼、專業知識對特定業務人員的信任度呈反向的影響。
4、 保險業財富管理的顧客對特定業務人員的滿意度與對特定業務人員的信任度均對特定業務人員的忠誠度呈正向的影響。
5、 保險業財富管理的顧客對特定業務人員的滿意度與對特定業務人員的信任度均對公司的忠誠度呈反向的影響。
6、 保險業財富管理之顧客對特定業務人員的滿意度愈高,對其信任度也愈高。
7、 保險業財富管理之顧客對特定業務人員的忠誠度愈高,對公司的忠誠度也愈高。
第一章 緒論
第一節 研究動機
第二節 研究目的
第三節 研究範圍與對象
第四節 研究流程
第二章 文獻探討
第一節 顧客關係行銷
第二節 服務品質
第三節 友誼
第四節 專業知識
第五節 品牌形象
第六節 忠誠度
第七節 滿意度
第八節 信任
第三章 研究方法
第一節 研究架構
第二節 研究假設
第三節 研究設計
第四節 變數衡量
第五節 統計分析方法
第四章 資料分析與討論
第一節 樣本基本資料分析
第二節 信度分析
第三節 效度分析
第四節 線性結構模式評估
第五節 假設檢定
第五章 討論與結論
第一節 研究結果
第二節 管理意涵
第三節 研究限制
第四節 未來研究方向
一、英文部分
1.Allen, Natalie J. & John P. Meyer (1990),The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychological Society, 63, pp.1-18.
2.Anderson, Erin W., Claes Fornell, & Donald R. Lehmann. (1994), “Customer Satisfaction, Market Share, & Profitability: Findings from Sweden.” Journal of Marketing(July 58), pp53-66.
3.Anderson, J. C. & Narus, J. A. (1990), ”A model of distributor firm and manufacturerfirm working partnerships”. Journal of marketing, 54(1):pp.42-58.
4.Anderson, E.W. & Weitz, B. (1992), “The Use of Pledges to Build and SustainCommitment in Distribution Channels. ” Journal of Marketing Research, Vol. 29,
5.Anderson, E. W., & Sullivan, M. W. (1993), The antecedents and consequences of customer satisfaction for firms. Marketing Science. 12( 2 ), 125-143.
6.Armstrong, G. & P. Kotler (2000), "Marketing: An Introduction ", 5th ed., Prentice Hall, New-Jersey.
7.Atroshi, I, Gummesson, C, Johnsson, R, Ornstein, E.(1999), Prevalence of carpal tunnel syndrome in a general population. JAMA; 282:153.
8.Bagozzi, R. P. & Yi, Y. (1988), “On the evaluation of structural equation models,” Academy of Marketing Science Journal, Vol.16, p.74-94.
9.Baker, Thomas L., Penny M. Simpson & Judy A. Siguaw,(1999), “The Impact of Suppliers’ Perceptions of Reseller Market Orientation on Key Relationship Constructs,” Journal of the Academy of Marketing Science, Vol.27, p.50-57.
10.Bauer, H. H., M. Grether & M. Leach (2002), “ Building Customer Relations over the Internet, ” Industrial Marketing Management, 31, pp.53-163.
11.Bearden, W. O. & J. E. Teel , (1983),"Selected Determinants of Consumer Satisfaction and Complaints Reports," Journal of Marketing Research, 20, 21-28.
12.Bentler, P. M. & Bonett, D. G.(1980), “Significance tests and goodness of fit in the analysis of covariance structures,” Psychological Bulletin, 88, p. 588-606.
13.Bentler(1983), “Confirmatory Factor Analysis via Noniterative Estimation: A Fast, Inexpensive Method,”Journal of Marketing Research, 19, p. 417-424.
14.Bentler, P. M.(1988), Theory and implementation of EQS:A structural equations program, Solomon.
15.Bensaou, M. & N. Venkatraman, (1995), “Configurations of interorganizational relationships,”Acomparison between U.S. and Japanese auto makers, Management Science, 41, No. 9, 1471-14921.
16.Berry, L. L. (1983), “Relationship Marketing in Emerging Perspectives ON Services Marketing ”, Leonard L. Rerry, Lynn G. Shostack & Gregroy D. Upah, eds. Chicago: American Marketing Association, pp25-28.
17.Berry, L. L. & A. Parasuraman (1990), Marketing Service Competing through Quality. New York: ADivision of Macmillan Inc,
18.Berry, L. L. & A. Parasuraman , (1991), Marketing Service Competing through Quality. New York: A Division of Macmillan Inc,.
19.Berry, L. L. , (1995), "Relationship Marketing of Services-Growing Interest, Emerging Perspectives," Journal of the Academy of Marketing Science, 23, 236-245.
20.Bitner, M.J., Booms, B.H. & Tetreault, M.S. (1990), The Service Encounter: Diagnosing Favorable and Unfavorable Incidents, Journal of Marketing, Vol.54, pp.71-84.
21.Blumberg, R. L. (1991), ‘Income Under Female Versus Male Control: Hypotheses from a Theory of Gender Stratification.’ In R. L. Blumberg (ed.), Gender, Family and Economy: The Triple Overlap, pp.97-127. London: Solomon.
22.Booth, N. K. (1990), Basic Elements of Land-scape Architectural Design, London.
23.Brady, M.K. & Cronin, J.J. (2001), Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchic Approach,Journal of Marketing, Vol.65, No.3, pp.34-49.
24.Browne, M. W. & R. Cudeck(1993), “Alternative Ways of Assessing Model Fit,” Testing Structural Equation Models, p.136-162, Sage.
25.Brown, T. J., Barry, T. E., Dacin, P. A. & Gunst, R. F. (2005), “Spreading the word:Investigating antecedents of consumers'' positive word-of-mouth intentions and behaviors in a retailing context,” Journal of the Academy of Marketing Science, Vol.33, No. 2, pp. 123-138.
26.Busch, P. & D. T. Wilson, (1976), An Experimental Analysis of a Salesmans’s Expert and Referent Bases of Social Power in the Buyer-seller Dyad, Journal of Marketing Research, 13, 3-11.
27.Buttle, F. (1998), Word-of-mouth: Understanding and managing referral marketing. Journal of Strategic Marketing, 6(3), 241-254.
28.Cermak, D. S. P., File, K. M. & Prince, R. A.(1994), Customer participation in service specification and delivery. Journal of Applied Business Research, 10(2), 90-97.
29.Chisty, R.; Oliver, G. & Peen, J., (1996), “Relationship marketing in Consumer markets”,Journal of Marketing management,(12), pp. 175-187.
30.Churchill, G. A. Jr., C. Suprenant (1982), An investigation into the determinants of customer satisfaction. Journal of Marketing Research 19(1): 491-504.
31.Clark, M. (2000), Customer service, people & processes in Cranfield School of Management Marketing Management:A Relationship Marketing Perspective .Basingstoke:Macmillan.
32.Colgate, M., & Lang, B. (2001),Switching barriers in consumer markets: an investigation of the financial services industry. Journal of Consumer Marketing, 18(4), 332-347.
33.Copulsky, J. R. & M. J. Wolf. (1990), “Relationship Marketing: Positioning for the Future”, The Journal of Business Strategy, July-August, pp16-20.
34.Corbitt, B. J., T. Thanasankit, & H. Yi, (2003), “Trust and e-commerce: a study of consumer perceptions,” Electronic Commerce Research and Applications 2, pp. 203–215.
35.Craft, S. H. (1999), Marketers gain by measuring true loyalty. Marketing News. 33(May 10), p.18.
36.Crosby, L. A., Evans, K. A. & Cowles, D. (1990),”Relationship Quality in ServicesSelling: An Interpersonal Influence Perspective,” Journal of Marketing, Vol. 54 No. 3,pp. 68~82.
37.Davidow, M. (2003), “Have you heard the word? The effect of word of mouth on perceived justice, satisfaction & repurchase intentions following complaint handling,” Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, Vol. 16, No. 1, pp. 67-80.
38.Dick, A. S., & Basu, K. (1994), Customer loyalty: Toward an integrated conceptual framework. Academy of Marketing Science. Journal. 22(2), 99-113.
39.Doney, Patricia M & Cannon, Joseph P., (1997), ”An Examination of the Nature of Trust in Buyer-seller Relationships”, Journal of Marketing,(61), pp. 35-51.
40.Dwyer, F. Robert, Paul H. Schurr, & Sejo Oh (1987), "Developing Buyer-Seller Relationships," Journal of Marketing, Vol.51, April, pp.11-27.
41.Dyer ,J. H. & Chu W., (2000)“The Determinants of Trust in Supplier-Automaker
Relationship in the U.S., Japan and Korea,” Journal of International Business Studies,Vol.31, p.259-285.
42.Engel, James F, Paul W. Miniard, & Roger D. Blackwell, (2001), Consumer Behavior, 11th ed, Forth Worth: Dryden.
43.Evans, Joel, R. & Laskin, Richard, L., (1994, ”The Relationship marketing Process: A
conceptualization and Application”, Industrial Marketing management,(23), pp.439-452.
44.Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing. 56(1), 6-21.
45.Forum corporation in L. H. James, W. S. Earl, & W. L. Christopher(1989), Service Breakthrough, New York: The Free Press.
46.Forum Corporation(1989),”Service Breakthrough”, New York:The Free Press.
47.Garbarino, Ellen & Johnson, Mark S.(1999), “The Different Roles of Satisfaction, Trust,and Commitment in Customer Relationships”, Journal of Marketing,(63),Apr,pp.70-87.
48.Garvin, D. A. (1988), Managing Quality. New York: The Free Press.
49.Goodman, Lester E. & Paul A Dion.(2001),“The Determinants of Commitment inthe Distributor-Manufacturer Relationship,” Industrial MarketingManagement, Vol.30,2001, p.287-300.
50.Gordon, S. (1998), The role of the macrophage in immune regulation. Res. Immunol. 149, 685-688.
51.Gummesson, E. (1987), The New Marketing-Developing Long-Term Interactive Relationship, Long Range Planning, 20 (4), 10-20.
52.Gummesson, E. (1996), ''Relationship marketing and imaginary organizations: a synthesis'', European Journal of Marketing, 30(2), pp.31-47.
53.Gummesson, Evert. (1999), Total Relationship Marketing:Rethinking Marketing Management from 4Ps to 30Rs. Oxford:Butterworth Heinemann.
54.Gundlach, G. T., Achrol, R. S., & J. T. Mentzer, (1995), The Structure of Commitment in Exchange. Journal of Marketing, 59 (January): 78-92.
55.Garvin, D. A. (1988), Managing Quality. Free Press, New York.
56.Gronroos, C. (1982), Strategic management and marketing in the servicesector, Helsingfors: Swedish School Economics and Business Administration.
57.Gronroos,C.,(1984),“A Service Quality Model and Its’ Marketing Implications,European”, Journal of Marketing, Vol.18, No.4, pp.36-44.
58.Gronroos, C. (1990), Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface, Journal of Business Research, Vol.20, pp.3-11.
59.Gronholdt, L., Martensen ,A., & Kristensen ,K. (2000), “The Relationship between Customer Satisfaction and Loyalty: Cross-Industry differences,” Total Quality Management 11, no. 4-6, pp 509-514.
60.Gundlach, G.T., Achrol, R.S. & Mentzer, J.T. (1995), “The Structure of
Commitment in Exchange. ” Journal of Marketing, 59, pp.78-92.
61.Harrison-Walker, L. J. (2001), “The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents,” Journal of Service Research, Vol. 4, No. 1, pp. 60-75.
62.Harven, Skea Warren (1998), “Time to Deal: A Comparison of the Native Casino Gambling Policy in Alberta and Saskatchewan” Dissertation Abstracts International, 58, 9, Mar, 3729-A
63.Henning-Thurau, T., Klee, A. (1997), "The impact of customer satisfaction and relationship quality on customer retention: a critical reassessment and model development", Psychology and Marketing, Vol. 14 No.8, pp.737-64.
64.Hennig-Thurau, T., K. P. Gwinner, & D. D.Gremler, (2002), “Understanding Relationship Marketing Outcomes-An Integration of Relational Benefits and Relationship Quality,” Journal of Service Research 4(3), Feb, pp. 230-247.
65.Jacobs, R. S., Hyman, M. R., & McQuitty, S. (2001), Exchange-specific self-disclosure, social self-disclosure, and personal selling. Journal of Marketing Theory and Practice. 9(1), 48-62.
66.Jones, T. O. & W. E. Sasser, (1995), "Why Satisfied Customers Defect," Harvard Business Review, 73 (6), 88-99.
67.John T. Mentzer, Soonhing Min & Zach G. Zacharia, (2000), “The Nature of
Interfirm Partnering in Supply Chain Management,” Journal of Retailing,Vol.76, p.549-568.
68.Johnson, D. & K. Grayson (2005), “ Congnint and Affective Trest in Service Relationships,” Journal of Business Research 58(4),500-507.
69.Juhl J., Kristensen K., Ostergaard P. (2002), :Customer satisfaction in European food retailing, Journal of retailing and customer services 9 (6):327-334.
70.Kim, K. & G. L. Frazier, (1997), On distributorcommitment in industrial channels of distribution: A multi-component approach.Psychology and Marketing, 14 (8):847-877.
71.Kotler, Philip, (1991), “Marketing Management: Analysis, Planning, Implementation and Control”, 7th ed., Prentice-Hall, Englewood Cliffs, NJ., 246-249.
72.Kotler, P. (1994), Marketing Management: Analysis, Planning, Implementation and Control, New-Jersey: Pretince-Hall.
73.Kotler, P., S.M. Leong, S.H. Ang. & E. T. Tan. (1996), “Marketing Management An Asia Perspection. Simon & Scjuster (Asia) pte. Led,
74.Konovsky, M. A. & R. Cropanzano. (1991), Perceived fairness of employee drug testion as a predictor of employee attitudes and job performance. Journal of Applied Psychology. 76:698-707.
75.Kumar, N., L. K. Scheer, & J. —B. E. M. Steenkamp, (1995a), “The Effects of Supplier Fairness on Vulnerable Resellers,” Journal of Marketing Research, 32(February), pp.54-65.

76.Kumar, N., L. K. Scheer, & j. —B. E. M. Steenkamp, (1995b), “The Effects of Perceived Interdependence on Dealer Attitudes,” Journal of Marketing Research, 32 (August), pp.348-356.
77.Kumar, N., Hibbard, J. D. & Stern, L. W. (1994), The nature and consequences of marketing channel intermediary commitment. Mardeting Science Institute Working Paper, Report No. 94-115.
78.Lagace, R. R., Dahlstrom, R., & Gassenheimer, J.B., (1991), “The Relevance of Ethical Salesperson Behavior on Relationship Quality: The Pharmaceutical Industry”, Journal of Personal Selling & Management, XI, pp.39-47.
79.Lach, J. (1999), “Disability ?j Liability.” American Demographics, 21(6), 21-22.
80.LaRow, M., (2000), The Five Engines of eCRM, Computer Technology Review, 20(8): 39-54.
81.Lehtinen, U., & J. R. Lehtinenw (1982), Service Quality: A Study of Qualit Dimensions, Unpublished Working Paper, Helsinki, Finland: Service Management Institute.
82.Lewis, R. C, & B. H. Booms (1983), The Marketing Aspects of Service Quality, in Emerging Perspectives on Services Marketing. L. Berry, G.Shostack, and G. Upah, eds. Chicago: American Marketing.
83.Lindskold, S., (1978), “Trust Development, the GRIT Proposal and the Effects of Conciliatory Acts on Conflict and Cooperation,” Psychological Bulletin, 85(4), pp.772-793.
84.Liu, A. H., & Leach, M. P. (2001), Developing loyal customers with a value-adding sales force:Examining customer satisfaction and the perceived credibility of consultative salespeople. The Journal of Personal Selling & Sales Management. 21(2), 147-156.

85.Mangold, W. G., Fred, M. & Gary, R. B. (1999), “Word-of-mouth communicationin the service marketplace,” The Journal of Services Marketing, Vol. 13, No. 1, pp.73-89.
86.Mohr ,Jakki & Robert Spekman(1994),"Characteristisc of Partnership Success : Partnership Attributes,Communication Behavior and Conflict Resolution Techniques" , Strategic Management Journal ,Vol.15, No.2 , pp.135-152.
87.Mittal, V., & Kamakura, W.A. (2001), Satisfaction, repurchase intent, and repurchase behavior:Investigating the moderating effect of customer characteristics. Journal of Marketing Research. 38(1), 131-142.
88.Moorman Christine, Rohit Deshpande, & Gerald Zaltman (1993), “Factors
Affecting Trust in Market Relationships,” Journal of Marketing, pp. 81-101.
89.Morgan R.M. & Hunt S.D. (1994), The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, Vol.58, p.20-38.
90.Muller, W., (1991), "Gaining Competitive Advantage through Customer Satisfaction," European Management Journal, June, 201-221.
91.Nash, D. & A. Sterna-Karwat, (2001), “An application of DEA to measure branch cross selling efficiency,” Computers Operations Reserch, pp.385-392.
92.Nunally, L.(1998), “Can loyalty schemes really build loyalty?”Marketing Intelligence and Planning, 16:1, p.47-55.
93.Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992), " A catastrophe model for developing service satisfaction strategies. " Journal of Marketing. 56(3), 83-95.
94.Oliver, L. Richard (1980), "A Cognitive Model of the Antecedents and Consequences of Satisfaction Dicision, " Journal of Marketing Research, 17, pp. 460-469.
95.Oliver, R. L. & J. E. Swan, (1987),"Equity and Disconfirmation Perceptions as Influences Merchant and Product Satisfaction," Journal of Consumer esearch, 16, 372-383.
96.Oliver, L. R. & E. J. Swan (1989), “Consumer Perceptions of Interpersonal Equityand Satisfaction in Transactions: A Field Survey Approach,”Journal of Marketing, ol.53, April, pp.21-35.
97.Oliver, R. L. (1999), Whence consumer loyalty?Journal of Marketing. 63, 33-44.
98.Parasuraman, A, V.A. Zeithaml, & LL. Berry (1985), A conceptual model of service quality and its implications for future research. Market 49(4): 41-50.
99.Parasuraman, A., Zeithaml, L.L., & Berry, L.L. (1988), SERVQUAL : A ultiple-Item Scale for Measuring Customer Expectations of Service,Journal of Retailing, Vol.64, pp.12-40.
100.Parasuraman, A., Valarie A. Zeithaml, & Leonard L. Berry. (1991), “Refinement & Reassessment of the SERVQUAL Scale.” Journal of Marketing 67, no.4 (Winter): pp420-450.
101.Perrien, J. & R. Line, (1995), “The Meaning of a Marketing Relationship: A Pilot Study,” Industrial Marketing Management, 24, 357-378.
102.Ranaweera, C. & Prabhu, J. (2003), “On the relative importance of customer atisfaction and trust as determinants of customer retention and positive word of
mouth,” Journal of Targeting, Measurement and Analysis for Marketing, Vol. 12, No.1, pp. 82-90.
103.Rapp, S. & T. Collins (1990), The Great Marketing Trunaround , Prentice-Hall, Englewood Cliffs, NJ.
104.Reichheld, F. F., (1996),The Loyalty Effect: The Hidden Force Behind Growth, Profit and Lasting Value.Boston: Harvard Business School Press,.
105.Reichheld, F. F., & Sasser, W. E., Jr. (1990), Zero defections: Quality comes to services. Harvard Business Review. 68(5), 105-111.
106.Reichheld, F. F. (1996) , The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Press, Boston, MA.

107.Reichheld, F. F. (1996), Learning from customer defections. Harvard Business Review. 74(2), 56-67.
108.Reynolds, K. E. & Arnold, M. J. (2000), “Customer loyalty to the salesperson and the store: Examining relationship customers in an upscale retail context,” Journal of Personal Selling and Sales Management, Vol. 20, No. 2, pp. 89-98.
109.Richard, N. & R. Rafael, (1993), “From Value Chain to Value: Designing Interactive Strategy”, Harvard Business Review, Jul.-Aug., pp. 65-67.
110.Richins, M. L., (1983), Negative Word-Mouth by Dissatisfied Consumers: A Pilot Study, Journal of Marketing, Vol. 57, Winter, 1983, pp.68-78.
111.Ruyter, K. D., Moorman, L., & Lemmink, J., (2001), “Antecedents of commitment and trust in customer-supplier relationship in high technology markets,” Industrial Marketing Management, 30, pp.271-286.
112.Ryan, M. J., Rayner, R., & Morrison, A. (1999), Diagnosing customer loyalty drivers. Marketing Research. 11(2), 18-26.
113.Sasser, Jr. W., Earl, R. P. Olsen, & D. D. Wyckoff (1978), Management of Service Operations: Text and Cases. Boston: Allyn and Bacon Inc.
114.Schneider, B., & Bowen, D. E. (1999), Understanding customer delight and outrage. Sloan Management Review. 41(1), 35-45.
115.Selnes (1993), “An Examination of the Effect of Product performance on Brand
Reputation, Satisfaction and Loyalty,” European Journal of Marketing, 27(9),19-35.
116.Shani, D. & Chalasni, S. (1992), “Exploiting Niches Using Relationship Marketing”, Journal of Consumer Marketing, Vol.9, Summer, pp33-42.
117.Shani, D. & S. Chalasani, (1992), “Exploring Niches Using Relationship Marketing”, The Journal of Service Marketing, Vol. 6, No. 4, Fall, pp. 43-51.
118.Sheth, J.N., Parvatiyar, A. (1995), "Relationship marketing in consumer markets, antecedents and consequences", Journal of the Academy of Marketing Science, Vol. 23 No.4, pp.255-71.
119.S. H. Lee, H. Y. Kim, S. L. Lee, (1999) ,“A High Quality AM-LCD using Fringe-Field Switching Technology”, IDW’99 ,pp. 191-194.
120.S. H. Lee, S. L. Lee, H. Y. Kim, T. Y. Eom, (1999), “A Novel Wide-Viewing-Angle Technology: Ultra-Trans View”, SID Late-News, 16.4L
121.Singh, J. (1991), “Understanding the structure of consumers'' satisfaction evaluations of service delivery,” Journal of the Academy of Marketing Science, Vol.19, No.3, pp. 223-244.
122.Singh, J., Sirdeshmukh, D. (2000), "Agency and trust mechanisms in consumer satisfaction and loyalty judgments", Journal of the Academy of Marketing Science, Vol. 28 No.1, pp.150-67.
123.Solomon, M. R., C. Surprenant, J. A. Crepiel, & E. G. Gutman (1985), A Role Theory Perspective on Dyadic Interactions: The Service Encounter. Journal of Marketing. 49(Winter), 99-111.
124.Stanton, W. J. & R. H. Buskirk (1987), Management of the Sales Force, 7th ed. Homewood, IL: Richard D. Irwin,Inc.
125.Stone, M. & N. Woodcock (1996), "Relationshiip Marketing", Kogan Page Ltd.
126.Stratigos, A. (1999), Measuring end-user loyalty matters. Online. 23(6), 74-77.
127.Swan, J. E., Trawick, I. F. & Silva, D. W. (1985), “How Industrial SalespeopleGain Customer Trust,” Industrial Marketing Management, 14(3), pp.203-212.
128.Taylor, S. A., & Baker, T. L. (1994), An assessment of the relationship between service quality and customer satisfaction in the formation of consumers'' purchase intentions. Journal of Retailing. 70(2), 163-178.
129.Thorsten, H. T., Langer M. F., & Hansen, U. (2001), Modeling and managing student loyalty. Journal of Service Research, 3(4), 331-344.
130.Walter, Ritter, & Gemunden (2001), “Value creation in buyer-seller relationships-theoretical considerations and empirical results from a supplier''ss perspective[J].Industrial Marketing Management, 30(4):365-377 .
131.Westbrook, R. A. (1987), “Product/consumption-based affective responses and
postpurchase processes,” Journal of Marketing Research, Vol. 24, No. 3, pp.258-270.
132.Williamson, O.E. (1983), “Credible commitments: using hostages to support exchange”, American Economic Review, Vol. 73 No. 4, pp. 519-40.
133.Wilson P. (1995), Selection for pollination success and the mechanical fit of Impatiens flowers around bumble bee bodies. Biolological Journal of the Linnean Society 55: 355-383.
134.Wilson P. (1995), Pollination in Drosera tracyi : selection is strongest when resources are intermediate. Evolutionary Ecology 9:382-396.
135.Wirtz, Jochen & John E. G. Bateson, (1995), An Experimental Investigation of Halo Effects in Satisfaction Measures of Service Attributes, International Journal of Service Industry Management, 6, 84-102.
136.Wirtz, J. & Chew, P. (2002), “The effects of incentives, deal proneness,
satisfaction and tie strength on word-of-mouth behaviour,” International Journal
of Service Industry Management, Vol. 13, No. 2, pp. 141-162.
137.Wortzel, R.(1979), “New life Style Determinants of Women’s Food Shopping Behavioral,” Journal of Marketing, 43, p.28-29.



二、中文部分
1.中華民國人壽保險商業同業公會(1998),人壽保險業務統計年報(1997),台北:中華民國人壽保險商業同業公會。
2.中華民國人壽保險商業同業公會(2002),人壽保險業務統計年報(2001),台北:中華民國人壽保險商業同業公會。
3.中華民國人壽保險商業同業公會(2008),壽險統計資料,台北:中華民國人壽保險商業同業公會,取自:ttp://www.lia-roc.org.tw/index.html
4.方世榮(2002),「關係價值、關係品質與忠誠度之探討-零售銀行業的實證研究」管理學報,第十九卷第六期。
5.王志仁(2008),經理人雜誌,4月號。
6.天下雜誌數位閱讀網(2008),http://download.cw.com.tw/new/index.asp
7.朱欽姈(1999),“花旗銀行消費金融在台灣成功因素之探索”,台灣經濟月刊,第35卷第5期,26-40頁。
8.何國華(1999),“公營行庫再造與金融業未來展望”,華信金融季刊,第6期,35-58頁。
9.何照義、鄭清文,(2001)“台灣壽險業顧客滿意度信任、承諾及其購買意願間的關連性研究"論文集,東吳大學企業管理學系。
10.邱昭彰(2001),“客戶關係管理與資料採礦”,TOPIC 專題企劃,金融訊息專刊,10 月,1-6頁。
11.邱展謙、洪晨桓、曾詩茹、陳鵬宇(2005),壽險業顧客消費經驗、滿意度與購後行為之探討,國立東華大學企管所、佛光人文社會學院管理學研究所2005年第三屆『管理思維與實務』學術研討會論文集。
12.李文助 (2008) ,顧客關係行銷對在地銀行經營策略之影響-以某在地銀行為例,逢甲大學經營管理學系碩士在職專班碩士論文。
13.李凱琳 (2006) ,顧客滿意度、信任與忠誠度之探討-以財富管理為例,逢甲大學經營管理學系碩士在職專班碩士論文。
14.林陽助(2005),理財專員屬性、關係銷售行為、關係品質與顧客忠誠度關係之研究—以財富管理為例,台灣金融財務季刊,第六輯第一期。
15.林志築 (2008),民宿選擇動機對顧客價值及忠誠度影響之研究逢甲大學經營管理學系碩士在職專班碩士論文。
16.昝家騏、劉亦欣 (2008),透過顧客關係管理,讓危機變成商機,龍華科技大學財務金融系,現代保險金融理財雜誌,239期11月號。
17.胡永平 (2008),經濟、社會與資源驅動力對顧客關係行為之影響-以財富管理為例,逢甲大學經營管理學系碩士在職專班碩士論文。
18.洪淑妍(2008),安度驚濤駭浪的一年,現代保險金融理財雜誌,240期12月號。
19.洪淑妍(2008),電視專訪壽險公會理事長賴本隊:最艱難的時代,最好的機會,現代保險金融理財雜誌,240期12月號。
20.凌氤寶(1999),實用產物保險精算,偉仁行,高雄縣。
21.凌氤寶(1999),“銀行跨業保險經營之探討”,華信金融月刊, 第6期, 2-10頁。
22.黃詩弦(2002),國際觀光飯店企業聲譽、顧客知覺風險、期望服務品質及再購意願之研究,雲林科技大學企業管理研究所,碩士論文。
23.黃千原(2007),臺灣西藥業顧客關係管理之研究,逢甲大學經營管理學系碩士在職專班碩士論文。
24.廖文輝(2008),Keep Walking!隧道盡頭就有亮光,現代保險金融理財雜誌,239期11月號。
25.商管科技季刊(2005),第六卷 第三期。
26.商業週刊網站(2008),http://www.businessweekly.com.tw/
27.現代保險金融理財資訊網(2008), http://www.rmim.com.tw/
28.現代保險金融理財雜誌 (2008),凡事相信、凡事盼望,平安出版有限公司整理,239期11月號。
29.現代保險金融理財雜誌 (2008),蓄積能量,等待景氣回暖,「社論」,240期12月號。
30.現代保險金融理財雜誌 (2008),金融市場低迷基本保障仍不可少,現代保險金融理財雜誌,240期12月號。
31.現代保險金融理財雜誌(2008),保險 愛與希望的化身,平安出版有限公司整理,240期12月號。
32.陳建成(2007),「淺談客戶關係-有效分配銷售資源,創造最大服務價值」,資管論壇,PC OFFICE NO:125 IF Front。
33.陳建州(2003),顧客滿意、信任與承諾影響因素之探討-以銀行個人理財部門為例,銘傳管理科學研究所碩士論文。
34.穆震宇(2008),業務員如何因應金融局勢「變化球」,現代保險金融理財雜誌,240期12月號。
35.陸炳宏(2003),金融控股公司之整合行銷對壽險從業人員業績成果效益之評估-以國泰人壽保險公司之業務體系為例,國立高雄第一科技大學風險管理與保險系未出版碩士論文。
36.簡美玲(2004),金融業關係行銷之研究-以財富管理為例,東吳大學企業管理學系碩士論文。
37.蘇憶萍(2008),休閒遊憩服務品質之文獻回顧,國立屏東科技大學森林系碩士班專題討論報告。
38.維基百科(2008),http://zh.wikipedia.org/wiki/
39.鄭仁偉、林進財、邵琳(1998),台灣汽車產業行銷通路成員信任--承諾模式實證研究,交大管理學報,第十八卷第二期,143-169頁。
學術搜尋(2008),Google, http://scholar.google.com.tw/
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top