跳到主要內容

臺灣博碩士論文加值系統

(35.173.42.124) 您好!臺灣時間:2021/07/24 08:38
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

我願授權國圖
: 
twitterline
研究生:簡源塘
研究生(外文):Chien, Yuantang
論文名稱:兩岸大型購物中心娛樂性購物體驗、顧客知覺價值與滿意度對留住顧客關係影響之研究
論文名稱(外文):A Study of Impact on Entertaining Shopping Experience, Customer Perceived Value and Satisfaction in Shopping Malls on Customer Retention in both Taiwan and China
指導教授:封德台
指導教授(外文):Feng, Tetai
口試委員:唐啟發顏永森
口試委員(外文):Tang, ChifaYen, Yungsen
口試日期:2012-06-25
學位類別:碩士
校院名稱:大葉大學
系所名稱:國際企業管理學系碩士班
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:2012
畢業學年度:100
語文別:中文
論文頁數:94
中文關鍵詞:娛樂性購物體驗顧客知覺價值滿意度留住顧客
外文關鍵詞:Entertaining Shopping ExperienceCustomer Perceived ValueSatisfactionCustomer Retention
相關次數:
  • 被引用被引用:1
  • 點閱點閱:186
  • 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:0
本研究目的在於探討大型購物中心之消費者的娛樂性購物體驗是否影響其顧客知覺價值,消費者的顧客知覺價值是否影響其滿意度,消費者的滿意度是否因而影響了留住顧客。而這項研究希有助於大型購物中心業者了解如何降低留住顧客對於娛樂性購物體驗、顧客知覺價值以及滿意度產生的負向影響。
本研究採用量化方法進行本研究的資料分析,「兩岸大型購物中心娛樂性購物體驗、顧客知覺價值與滿意度對留住顧客關係影響之研究」進行問卷調查,並且以兩岸大型購物中心之消費者為研究對象,探討各變項間是否有相關性。
本研究採取隨機抽樣,分別於台灣以及上海發放問卷,總發放問卷數500份,合計取得476份問卷,有效問卷475份,回收率為95%;並以AMOS結構方程式來檢驗假設關係。研究結果表示台灣地區購物中心消費者的娛樂性購物體驗對顧客知覺價值有正向影響,顧客知覺價值對滿意度有正向影響,滿意度對留住顧客有正向影響,而娛樂性購物體驗對滿意度則無正向影響;大陸地區購物中心消費者的娛樂性購物體驗對顧客知覺價值有正向影響,顧客知覺價值對滿意度無正向影響,滿意度對留住顧客有正向影響,而娛樂性購物體驗對滿意度則無正向影響。

The study describes whether consumers’ entertaining shopping experience will affect their customer perceived value or not in shopping malls; consumers’ customer perceived value will affect their satisfaction or not in shopping malls; consumers’ satisfaction will affect customer retention or not in shopping malls. The study aims to help shopping malls to understand how to decrease entertaining shopping experience, customer perceived value and satisfaction’ negative effects from customer retention.

The study uses quantitative methods to conduct the data analysis. A random sampling in Taiwan and China had been done for the study by way of distributing questionnaires to shopping malls’ consumers in both places. The total questionnaire distributed was 500, and out of it 475 valid questionnaires were returned (95%); the study uses AMOS structural Equation Modeling to test the hypothesis. The results indicated that consumers’ entertaining shopping experience will affect their customer perceived value in Taiwan and China; consumers’ customer perceived value will affect their satisfaction in Taiwan but not in China; consumers’ satisfaction will affect customer retention in Taiwan and China.

中文摘要.........i
英文摘要.........iii
致謝辭..........iv
內容目錄 .........v
表目錄..........vii
圖目錄..........viii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4
第二章 文獻探討 5
第一節 娛樂性購物體驗 5
第二節 顧客知覺價值 7
第三節 滿意度 9
第四節 留住顧客 11
第五節 各變項間之關係 13
第三章 研究方法 16
第一節 研究架構 17
第二節 研究假設 18
第三節 各變項之操作性定義與衡量 18
第四節 問卷設計與資料蒐集 23
第五節 資料分析方法 24
第四章 資料分析結果 28
第一節 樣本敘述性統計 29
第二節 信度分析 35
第三節 效度分析 38
第四節 獨立樣本t檢定和單因子變異數分析 45
第五節 各變項上之相關分析 52
第六節 結構方程式之建立與分析 54
第五章 結論與建議 65
第一節 研究結論 65
第二節 理論意涵 67
第三節 實務意涵 70
第四節 研究限制 71
第五節 未來研究建議 72
參考文獻 73
附錄 研究問卷 91

表目錄
表3-1娛樂性購物體驗之問項及來源 19
表3-2顧客知覺價值之問項及來源 21
表3-3滿意度之問項及來源 22
表3-4留住顧客之問項及來源 22
表4-1兩岸樣本回收情形 28
表4-2台灣地區樣本之基本資料分析 31
表4-3大陸地區樣本之基本資料分析 33
表4-4兩岸地區個構念之信度分析 37
表4-5台灣娛樂性購物體驗因素效度分析表 39
表4-6台灣顧客知覺價值因素效度分析表 40
表4-7台灣滿意度因素效度分析表 41
表4-8台灣留住顧客因素效度分析表 41
表4-9大陸娛樂性購物體驗因素效度分析表 42
表4-10大陸顧客知覺價值因素效度分析表 43
表4-11大陸滿意度因素效度分析表 44
表4-12大陸留住顧客因素效度分析表 44
表4-13兩岸地區娛樂性購物體驗與各控制變數之差異分析 46
表4-14兩岸地區顧客知覺價值與各控制變數之差異分析 47
表4-15兩岸地區滿意度與各控制變數之差異分析 49
表4-16兩岸地區留住顧客與各控制變數之差異分析 50
表4-17台灣地區之皮爾森相關分析表 52
表4-18大陸地區之皮爾森相關分析表 53
表4-19台灣地區各構面之AMOS分析 54
表4-20大陸地區各構面之AMOS分析 55
表4-21台灣地區中介效果之檢定 55
表4-22大陸地區中介效果之檢定 55
表4-23台灣地區整體模式配適標準 58
表4-24大陸地區整體模式配適標準 59
表4-25台灣與大陸地區結構模式之路徑分析 63
表4-26台灣與大陸地區結構模式之假說驗證表 64

圖目錄
圖1-1研究流程 4
圖3-1研究架構 17
圖4-1台灣整體模式研究分析 56
圖4-2大陸整體模式研究分析 57
中文部份:
李德治、童惠玲 (2004),多變量分析,雙葉書廊有限公司。

楊台寧、周麗娟 (2010),體驗行銷、服務品質對顧客滿意度之影響,中國文化大學。

英文部分:
Abbott, L. (1995). Quality and Competition. New York: Columbia University Press.

Anderson, Eugene W. and Mary W. Sullivan (1990), “Customer Satisfaction and Retention Across Firms,” presentation at the TIMS College of Marketing Special Interest Conference on Services Marketing, Nashville, TN, (September).

Anderson, E.W., and Sullivan, M.W. (1993), “The antecedents and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12 No. 2, pp. 125-43.

Anderson, E., Fornell, C. and Rust, R.T. (1997), “Customer satisfaction, productivity, and profitability: differences between goods and services”, Marketing Science, Vol. 16 No. 2, pp. 129-45.

Arnold, M. J., Reynolds, K. E., Ponder N., & Lueg, J. E. (2005). Customer delight in a retail context: Investigating delightful and terrible shopping experiences. Journal of Business Research, 58(8), 1132-1145.

Assael (1987), Consumer Behavior and Marketing Action, 3rd ed. Boston: PWS-Kent.

Babin, Barry J., William R. Darden and Mitch Griffin (1994). “Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value,” Journal of Consumer Research, ZO(March): 644-656.

Babin, B. J., & Darden, W. R. (1995). Consumer self-regulation in a retail environment. Journal of Retailing, 71(1), 47-70.

Babin, B.J., Darden, W.R., Gri¦n, M., 1994. Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of Consumer Research 20, 644-656.

Bansal, H.S. and Taylor, S.F. (1999), “The service provider switching model (SPSM): a model of consumer switching behaviour in the service industry” ,Journal of Service Research, Vol. 2 No. 2, pp. 200-18.

Bellenger D. N. and Korgaonkar P. (1980), “Profiling the Recreational Shopper”, Journal of Retailing, 52:3, 17–32.

Bellenger, D.N., Korgaonkar, P.K., (1980), “Profiling the recreational shopper”, Journal of Retailing 56, 77–91.

Bellenger D. N., Robertson D. H. and Greenberg B. A. (1977), “Shopping Center Patronage Motives”, Journal of Retailing, 53: 2, 29–38.

Berry & A. Parasuraman (1991), Marketing Services. New York: The Free Press.

Bigne´, J.E., Moliner, M.A. and Callarisa, L.L.J. (2000), “El valor y la fidelizacio´n de clientes: una propuesta de modelo dina´mico de comportamiento”, Revista Europea de Direccio´n y Economı´a de la empresa, Vol. 9 No. 3, pp. 65-78.

Bloch, P., Ridgway N. and Dawson S. (1994), “The Shopping Mall as Consumer Habitat”, Journal of Retailing, 70:1, 23–42.

Bloch, P., Ridgway N. and Sherrell D. (1989), “Extending the Concept of Shopping: An Investigation of Browsing Activity”, Journal of Academy of Marketing Science, 17, 13–21.

Bloch, P.H., Sherrell, D.L., Ridgway, N.M., 1986. Consumer search: an extended framework. Journal of Consumer Research 13, 119-126.

Boulding W., Kalra A., Staelin R. & Zeithaml V. (1993), “A dynamic process model of service quality”, Journal of Marketing Research, Vol. XXX, February, pp. 7-27.

Buyukkurt, B. Kemal (1986), “Integration of Serially Sampled Price Information: Modeling and Some Findings,” Journal of Consumer Research, 13 (December), 357-73.

Cronin J., Brady M., Brand R., Hightower R. & Shemwell D. (1997), “A cross-sectional test of the effect and conceptualization of service value”, Journal of Services Marketing, Vol. 11 No. 6, pp. 375-91.

Cronin J.J. and Taylor S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56 No. 3, pp. 56-68.

Cronin J.J., Brady M.K. and Hult G.T.M. (2000), “Assessing the effects of quality, value, and customer satisfaction on consumer behavioural intentions in service environments”, Journal of Retailing, Vol. 76 No. 2, pp. 193-218.

Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54, July, pp. 68-81.

Darden W. R. & Barry J. B. (1994). “Exploring the Concept of Retail Affective Quality: Expanding the Concept of Retail Personality,” Journal of Business Research, 29(February): 101-109.

Dawson, Scott, Peter H., Bloch & Ridgway N. M. (1990). “Shopping Motives, Emotional States, and Retail Outcomes,” Journal ofRetailing, 66(Winter): 408-427.

Day, George S. (1970), Buyer Attitudes and Brand Choice Bevavior. New York: The Free Press.

De Ruyter, K., Bloemer, J., & Peeters, P. (1997). Merging service quality and service satisfaction: An empirical test of an integrative model. Journal of Economic Psychology, 18, 387-406.

Dodds, William B., Kent B. Monroe, and Dhruv Grewal (1991), “The Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations,” Journal of Marketing Research, 28 (August), 307–19.

Donovan, Robert J. and John R. Rossiter (1982). “Store Atmosphere: An Environmental Psychology Approach,” Journal of Retailing, 58(Spring): 34-57.

Donovan, R., J. Rossiter, G. Marcoolyn and A. Nesdale (1994), Store Atmosphere and Purchasing Behaviour, Journal of Retailing, 70:3, 283–94.

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

Goodwin, C. and Gremler, D.D. (1996), “Friendship over the counter: how social aspects of service encounters influence consumer service loyalty”, Advances in Services Marketing and
Management, Vol. 5, pp. 247-82.

Gwinner, K.P., Gremler, D.D. and Bitner, M.J. (1998), “Relational benefits in services industries: the customer’s perspective”, Journal of the Academy of Marketing Science, Vol. 26, Spring,
pp. 101-14.

Ellis, K., (1995). The determinants of the nature and types of customer-salesperson relationships in a retail setting: an empirical study. Ph.D. Dissertation, The University of Alabama.

Fader, P.S. & Hardie, B.S. (2007), “ How To Project Customer Retention,” Journal of Interactive Marketing DOI: 10.1002.

Fornell, Claes & Briger Wernerfelt (1987), “Defensive Marketing Stragety by Customer Complaint Management: A Theoretical Analysis,”Journal of Marketing Research, 24 (November), 337-46.

Forsythe, S., Butler, S., Schaefer, R., (1990), “Surrogate usage in the acquisition of women’s business apparel,” Journal of Retailing 66, 446–469.

Gale, B.T. (1994), Managing Customer Value, The Free Press, New York, NY.

Gardner, Meryl Paula (1985). “Mood States and Consumer Behavior: A Critical Review,” Journal of Consumer Research, 12(December): 281-300.

Gunter, B.G., Gunter, N.E., 1980, “Leisure styles: a conceptual framework for modern leisure,” Sociological Quarterly 21, 361-374.

Grewal, D., Monroe, K. B., & Krishnan, R. (1998), “The effects of price-comparison advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions,” Journal of Marketing, 62(2), 46-59.

Hart, C.W. and Johnson, M.D. (1999), “Growing the trust relationship”, Marketing Management, Spring, pp. 8-19.

Heinonen K. (2004), “Reconceptualizing customer perceived value: the value of time and place,” Managing Service Quality Volume 14 • Number 2/3 • 2004 • pp. 205-215.

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

Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. and Schlesinger, L.A. (1994), ‘Putting the service-profit chain to work”, Harvard Business Review, March/April, pp. 164-74.

Hirschman, E.C., 1983. Predictors of self-projection, fantasy, fulfillment, and escapism. Journal of Social Psychology 120, 63-76.

Holbrook, M.B., Hirschman, E., 1982. The experiential aspects of
consumption: consumer fantasies, feelings, and fun. Journal of Consumer Research 9, 132-140.

Holbrook, Morris B. (1986). “Emotion in the Consumption Experience: Toward a New Model of the Human Consumer.” Pp. 17-52 in The Role of Affect in Consumer Behavior, Robert A. Peterson, Wayne D. Hoyer. and William R. Wilson, eds. Lexington, MA: Lexington Books.

Holbrook, M. (1994), “The nature of value: an axiology of services in the consumption experience”, in Rust, R. and Oliver, R. (Eds), Service Quality: New Directions in Theory & Practice, Sage Publications, Thousand Oaks, CA, pp. 21-71.

Hui, Michael K. and John G. Bateson (1991). “Perceived Control and the Effects of Crowding and Consumer Choice on the Service Encounter,” Journal of Consumer Research, lS(September): 174-l 84.

Hunt, H.K. (1977), “CS/D - overview and future research direction”, in Hunt, H.K. (Ed.), Conceptualisation and Measurement of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, Cambridge, MA, pp. 92-119.

Ibrahim, M. F., & Wee, N. C. (2002a). Determinants of entertaining shopping experiences and their link to shopping behaviour: Case studies of shopping centres in Singapore. Journal of Leisure property, 2(4), 338-357.

Ibrahim, M. F., & Wee, N. C. (2002b). The importance of entertain-ment in the shopping center experience: Evidence from Singapore. Journal of Real Estate Portfolio Management, 8(3), 239-254.

Johnson, M. D., Anderson, E. W., & Fornell, C. (1995). Rational and adaptive performance expectations in a customer satisfaction framework. Journal of Consumer Research, 21, 128-140.

Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12, 267-286.

Jones, M. A. (1999). Entertaining shopping experiences: An explora-tory investigation. Journal of Retailing and Consumer Services, 6(3), 129-139.

Keon, John W. (1980). "The Bargain Value Model and a Comparison of Managerial Implications with the Linear Learning Model," Management Science, 26 (November), 1117-30.

Kerin, R.A., Howard, D.J., and Jain, A. (1992), “Store shopping Experience and Consumer Price-Quality-Value Perceptions,” Journal of Retailing, 68, 4.

Kotler, P. (1973), Atmospherics as a Marketing Tool, Journal of Retailing, 49, 48–64.

Lichtenstein, Donald R, and William O. Bearden (1989), "Contextual Influences on Perceptions of Merchant-Supplied Reference Prices," Journal of Consumer Reseurch, 15(September), 55-66.

Lichtenstein, Richard G. Netemeyer, and Scot Burton (1990), "Distinguishing Coupon Proneness from Value Consciousness: An Acquisition-Transaction Utility Theory Perspective," Journal of Marketing, 54 (July), 54-67.

Lichtenstein, Nancy M. Ridgeway, and Richard G. Netemeyer (1993), "Price Perceptions and Consumer Shopping Behavior: A Field Study," Journal of Marketing Research, 30 (May), 234-45.

Liljander, V. and Strandvik, T. (1995), “The nature of customer relationships in services”, in Swartz, T., Bowen, D. and Brown, S. (Eds), Advances in Services Marketing and Management, Vol. 4, JAI Press Inc., Greenwich, CT, pp. 141-67.

Little, I.M.D. (1957). A critique of welfare economics, 2nd edition. Oxford: Oxford University Press.

Lovelock, C. (1991), Services Marketing, Text, Cases and Readings, Prentice-Hall, Englewood Cliffs, NJ.

Mannell, R.C., 1980. Social psychology techniques and strategies for studying leisure experiences. In: Iso-Ahola, S. (Ed.) Social Psychology Perspectives on Leisure and Recreation, Thomas, Springfield, IL, pp. 62-88.

Markin, Rom J., Charles M. Lillis and Chem L. Narayana (1976). “Social-Psychological Significance of Store Space,” Journal ofRetailing, SZ(Spring): 43-55.

Mazursky, David, and Jacob Jacoby (1986), “Exploring the Development of Store Images,” Journal of Retailing, 62 (Summer), 145-65.

Michael D. Johnson, Anders Gustafsson, Tor Wallin Andreassen, Line Lervik and Jaesung Cha (2001),”The evolution and future of national customer satisfaction index models,” Journal of Economic Psychology, 22 (2001), 217-245.

Michael D. Johnson and Claes Fornell (1991), “A framework for comparing customer satisfaction across individuals and product Categories,” Journal of Economic Psychology 12 (1991) 267-286.

Milliman, Ronald E. (1982). “Using Background Music to Affect the Behavior of Supermarket Shoppers,” Journal of Marketing, 4qSummer): 8691.

Monroe, K. (1990), Pricing: Making Profitable Decisions, McGraw-Hill, New York, NY.

Monroe and Joseph D. Chapman (1987), "Framing Effects on Buyers Subjective Product Evaluations," in Advances in Consumer Research, Vol. 14, Melanie Wallendorf and Paul Anderson, eds. Provo, UT: Association for Consumer Research, 193-97.

Monroe and R. Krishnan (1985), "The Effect of Price on Subjective Product Evaluations," in Perceived Quality: How Consumers View Stores and Merchandise, Jacob Jacoby and Jerry C. Olson, eds. Lexington, MA: Lexington Books, 209-32.

Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58, July, pp. 20-38.

Newman, Joseph W. & Richard A. Werbel (1973), “Multivariate Analysis of Brand Loyalty for Major Household Appliancess,” Journal of Marketing Research, 10 (November), 404-9.

Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. XVII, November, pp. 460-9.

Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20, 418-430.

Price, L.L. and Arnould, E.J. (1999), “Commercial friendships: service provider-client relationships in context”, Journal of Marketing, Vol. 63, October, pp. 38-56.

Ranaweera C. and Prabhu J. (2003), “The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting,” International Journal of Service Industry Management Vol. 14 No. 4, 2003 pp. 374-395.

Reichheld, Frederick & W. Earl Sasser, Jr. (1990), “Zere Defections: Quality Comes to Services,” Harvard Business Review, 68 (September/October), 105-11.

Roig J. C. F., Gracia J. S., Tena M. A. M & Monzonis J. L. (2006),” Customer perceived value in banking services,” International Journal of Bank Marketing Vol. 24 No. 5, 2006 pp. 266-283.

Russell, James A. and Geraldine Pratt (1980). “A Description of the Affective Quality Attributed to Environments,” Journal of Personality and Social Psychology, 38(February): 311–322.

Rust. R. and Oliver, R. (1994), “Service quality: Insights and managerial implications from the frontier”, in Rust, R. and Oliver, R. (Eds), Service Quality: New Directions in Theory and Practice, Sage, New York, NY, pp. 1-19.

Scitovsky, T. (1951). The state of welfare economics. American Economic Review 41, 303-315.

Schindler, R. (1989), The Excitement of Getting a Bargain: Some Hypotheses Concerning the Origins and Effects of Smart-shopper Feelings, In T. K. Srull, (Ed.), Advances in Consumer Research, Provo, UT: Association for Consumer Research.

Schneider, B. and Bowen, D. (1999), “Understanding customer delight and outrage”, Sloan Management Review, Fall, pp. 35-45.

Sen, A. (1979). ‘Interpersonal comparisons of welfare’. In: M.J. Boskin (ed.), Economics and human welfare: Essays in honor of Tibor Scitovsky. New York: Academic Press. pp. 183-201.

Simon, J. L. (1974). Interpersonal welfare comparisons can be made and used for redistribution decisions. Kyklos, 27, 63-98.

Smith, Patricia Cain and Ross Cumow (1966). “Arousal Hypothesis’ and the Effects of Music on Purchasing Behavior,” Journal of Applied Psychology, 50(3): 255-256.

Sproles, G.B., Kendall, E.L. (1986). A methodology for profiling consumers’ decision-making styles. Journal of Consumer Affairs 20, 267–279.

Stephenson, P.R., Willet, R.P. (1969). Analysis of consumers’ retail patronage strategies. In: McDonald, P.R., (Ed.), Marketing Involvement in Society and the Economy. American Marketing Association, Chicago, IL, pp. 316–322.

Stone, G.P. (1954). City shoppers and urban identification: observation on the social psychology of city life. American Journal of Sociology60, 36–45.

Szybillo, George J. and Jacob Jacoby (1974). "Intrinsic Versus Extrinsic Cues as Determinants of Perceived Quality," Journal of Applied Psychology, 59 (February), 74-78.

Szymanski, D.M. and Henard, D.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.

Teas, K. and Agarwal, S. (2000), “The effects of extrinsic product cues on consumers’ percepcions of quality, sacrifice and value”, Journal of the Academy of Marketing Science, Vol. 28 No. 2.

Thaler, Richard (1985), "Mental Accounting and Consumer Choice," Marketing Science, 4 (Summer) 199-214.

Thurau, T.H. (2004). “Customer orientation of service employees”, International Journal of Service Industry Management Vol. 15 No. 5, 2004 pp. 460-478.

Unger, L.S., Kernan, J.B., 1983. On the meaning of leisure: an investigation of some determinants of the subjective experience. Journal of Consumer Research 9, 381-392.

Urbany, Joel E. and William 0.Bearden (1989), "Reference Price Effects on Perceptions of Perceived Offer Value, Normal Prices, and Transaction Utility," in Enhancing Knowledge Development in Marketing, Paul Bloom et al., eds. Chicago: American Marketing Association, 45-49.

Urbany, Joel E. and William O. Bearden (1990), "The Effects of Advertised Price Information on Value Perceptions," unpublished manuscript, Department of Marketing, University of South Carolina.

Urbany, Joel E. and William O. Bearden, and Dan C. Weilbaker (1988), "The Effect of Plausible and Exaggerated Reference Prices on Consumer Perceptions and Price Search," Journal of Consumer Research, 15(June), 95-110.

Warneryd, K.-E. (1988). Economic psychology as a field of study. In W. F. Van Raaij, G. M. Van Veldhoven, & K.-E. Warneryd (Eds.), Handbook of economic psychology. Dordrecht, The Netherlands: Kluwer Academic Publishers, pp. 2-41.

Westbrook, R.A. and Oliver, R.L. (1991), “The dimensionality of consumption emotion patterns and consumer satisfaction”, Journal of Consumer Research, Vol. 18, June, pp. 84-91.

Woodruff, R. (1997), “Customer value: the next source of competitive advantage”, Journal of the Academy of
Marketing Science, Vol. 25 No. 2, pp. 139-53.

Yi, Y., (1991). A critical review of customer satisfaction. In V. Zeithaml (Ed.), Review of marketing, 1990 (pp. 68-123). Chicago: American Marketing Association.

Zeithaml, Valarie A. (1988), "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence," Journal of Marketing, 52 (July), 2-22.

Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioural consequences of service quality”, Journal of Marketing, Vol. 60, April, pp. 31-46.

Zhilin Yang & Robin T. Peterson (2004), “Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs”, Psychology & Marketing, Vol. 21(10):799–822.

QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊
 
1. 兩岸連鎖美容美髮沙龍業顧客知覺價值、滿意度與顧客抱怨處理對顧客忠誠度影響之研究
2. 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
3. 消費者對大型購物中心意象與體驗之研究─以台北市微風廣場購物中心為例
4. 兩岸大型購物中心娛樂性購物體驗對購買意圖影響之研究
5. 從整合理論研究影響台灣購物中心經營績效之關鍵因素–以日本和台灣之購物中心為例
6. 購物中心之區位對商店印象與消費行為之影響-以統一夢時代、新光三越台南新天地與台糖嘉年華購物中心為例
7. 從價值網、財務績效來分析購物中心之關鍵成功因素-以台茂、大江購物中心為例
8. 高雄地區購物中心及百貨公司之消費者其生活型態與消費行為之研究
9. 認知娛樂性與社會網路網站使用行為-前因及社會穿透的調節效果
10. 兩岸電信業顧客知覺價值與信賴對顧客滿意度及行為意圖影響之研究
11. 風城購物中心敗亡史
12. 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
13. 服務品質、商店形象、顧客滿意度與顧客忠誠度之研究-以夢時代購物中心為例
14. 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
15. 購物中心消費者休閒動機與休閒效益之研究-以高雄夢時代購物中心為例