(3.238.7.202) 您好!臺灣時間:2021/03/04 03:05
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:鄧秉鈞
研究生(外文):Peng-Gene Deng
論文名稱:醫學中心回診病患就醫選擇之研究-以花蓮慈濟醫院為例
論文名稱(外文):The Research of Selecting Medical Treatment by Follow-up Patients in Medical Center- Buddhist TZU CHI General Hospital as an Example
指導教授:張巧真張巧真引用關係
指導教授(外文):Ciao-Jhen Jhang
學位類別:碩士
校院名稱:國立東華大學
系所名稱:國際企業學系
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:2011
畢業學年度:100
語文別:中文
論文頁數:77
中文關鍵詞:花蓮慈濟醫院知覺品質市場行家顧客承諾口碑行為意圖經驗品質
外文關鍵詞:Buddhist TZU CHI General Hospitalperceived qualitymarket mavencustomer commitmentword-of-mouthbehavioral intentionsquality of experience
相關次數:
  • 被引用被引用:8
  • 點閱點閱:654
  • 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:194
  • 收藏至我的研究室書目清單書目收藏:3
本研究欲探討影響花蓮地區病患或家屬選擇就醫途徑的因素。藉以了解花蓮慈濟醫院如何透過頻脊的環境下決定正確的經營策略?病患或家屬在就醫前主要是透過哪些機制了解醫院,願意放心托付此醫院的醫療服務?病患需要醫療服務時,如果平時沒有對所在地區的醫院與醫師有所了解,會不會有病急亂投醫的情況發生?並參考國內外相關文獻,選定知覺品質、市場行家、顧客承諾、口碑、行為意圖與經驗品質作為本研究之變數。以花蓮慈濟醫院之醫療病患為研究對象,採問卷調查方式針對醫療病患對於個案醫院關係行銷與信任、忠誠度之關係進行調查。經資料分析結果有以下幾點重要發現:1.知覺品質在病患的心目中是最重要的,其它依序為市場行家、顧客承諾、口碑、行為意圖與經驗品質。2.行為意圖對於口碑的傳播有相關正向影響。3.經驗品質越高,就醫選擇將對有行為意圖正向影響。4.就醫者有較高的經驗品質,將會超越知覺品質。5.顧客承諾越高對口碑溝通有相關正向影響。6.知覺品質與顧客承諾二者間對口碑溝通有顯著交互影響關係。7.市場行家的形成,將影響知覺品質與顧客承諾。
並根據以上研究結果提出下列幾點建議:
1.應加深社區醫療衛教互動:透過醫護人員進入社區進行衛教,拉近彼此的關係,也能提升市場的口碑,讓一般民眾的知覺品質趨於正向。
2.應加強在地化公開活動營造:應與政府機構合作,在公開場合舉辦各類活動,改善本地人對醫院的口碑,藉以培養出願意與他人分享口碑的市場行家。
3.重視不同的市場區隔,擬定客製化的行銷策略:不管是哪種人口區隔特性的顧客,都要針對醫療院所可能忽視的地方予以加強,擬定客製化的行銷策略並實行之。
This research is to discuss the impact factors for patients and their family members selecting hospital in Hualien. To know how the Buddhist TZU CHI General Hospital makes the correct business strategy decisions in the barren environment. To know what mechanisms the patients and their family members are through and willing to entrust the hospital medical services. To know if the patients will go to the hospitals even they do not know the hospitals and doctors well. This research refers to the relevant literature to select perceived quality, market maven, customer commitment, word-of-mouth, behavioral intentions, and quality of experience as the research variables. The patients in Buddhist TZU CHI General Hospital are the research samples, and the questionnaire survey is used in this research to investigate the relationship between the relationship marketing and trust and loyalty. The data analysis results are as following: 1. Perceived quality is important for patients and follows by market maven, customer commitment, word-of-mouth, behavioral intentions, and quality of experience. 2. Behavioral intentions will positive affect word-of-mouth. 3. With higher quality of experience, medical treatment options will have positive affect on behavioral intentions. 4. Patients with higher quality of experience will be beyond the perceived quality. 5. Higher customer commitments will positive affect word-of-mouth. 6. Perceived quality and customer commitment will positive interaction word-of-mouth. 7. The formation of market maven will affect the perceived quality and customer commitment.

Based on the findings to provide some suggestions:

1.To enhance the health education and interactive in the communities: the health care workers go into the communities through the patient instructions to make the relationship between the public and the hospital get closer to improve the reputation in the market that makes the public has positive perceive quality.
2.To strengthen and create the public activities: to corporate with government agencies to hold various activities to improve the hospital reputation and word-of-mouth and to foster market experts who are willing to share reputation with others.
3.To respect different market segments and develop the customized marketing strategy: no matter the population with different characteristics, the hospital should strengthen and improve the customized marketing strategies.
誌謝 ii
摘要 iii
Abstract iv
目錄 v
表目錄 viii
圖目錄 ix
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 研究流程與研究步驟 3
第二章 文獻探討 7
第一節 花蓮慈濟醫院的緣起 7
第二節 行為意圖(Behavioral intentions) 8
一、行為意圖的定義與意義 8
二、行為意圖的分類 9
第三節 口碑(word-of-mouth) 16
一、口碑的定義 16
二、其他與口碑有關之文獻 17
第四節 經驗品質(Quality of experience, QoE) 21
一、經驗品質的定義 21
二、其他與經驗品質有關之文獻 22
第五節 顧客承諾(customer commitment) 25
一、顧客承諾之意義 25
二、其他與顧客承諾有關之文獻 26
第六節 知覺品質(Perceived Quality) 28
一、知覺品質之定義 28
二、知覺品質的構面 29
三、其他與知覺品質有關之研究 30
四、知覺品質與口碑溝通之關係 31
第七節 市場行家(market maven) 33
一、市場行家之起源與定義 33
二、市場行家之動機 34
三、市場行家之重要性 34
四、其他與市場行家有關之文獻 35
第三章 研究方法與假設 37
第一節 研究架構 37
第二節 抽樣設計 37
第三節 問卷設計 38
第四章 研究結果分析 41
第一節 敘述性統計分析 41
第二節 效度與信度 41
第三節 變異數分析 41
第四節 迴歸分析 41
第五節 次數分配與描述性統計 42
一、個人基本背景之描述 42
二、題項平均數與標準差之描述 44
第五節 問卷效度與信度分析(CFA) 47
一、信度分析 47
二、效度分析 48
第六節 整體結構方程模式分析 50
一、整體模式說明 51
二、分析結果 51
三、假說關係驗證 54
第五章 研究結論、建議與限制 55
第一節 研究結論 55
第二節 研究建議 57
第三節 未來研究建議 58
第四節 本研究限制 60
參考文獻 61
英文參考文獻 61
中文參考文獻 72
英文參考文獻
1. Ajzen and Fishbein (1980), Understanding Attitudes and Predicting Social Behavior. Englewood Cliffs, NJ: Prentice-Hall.
2. Alire CA (2007), Word-of-mouth marketing: abandoning the academic library ivory tower. New Lib. World, 106(11/12): 545-551.
3. Andaleeb, S. S. (1996), An Experimental Investigation of Satisfaction and Commitment in Marketing Channels: The Role of Trust and Dependence, Journal of Retailing, Vol.72, No.1, pp.77-93.
4. Andersen PH (2002), A foot in the door: Relationship marketing efforts towards transaction-oriented customers. J. Mark. Focused Manag.,5(1): 91-108.
5. Anderson, E. and Barton Weitz (1992), The Use of Pledges to Build and Sustain Commitment in Distribution Channels, Journal of Marketing Research, Vol.24, February, pp.85-97.
6. Anderson, E. W. (1998), Customer Satisfaction and Word-of Mouth, Journal of Service Research,Vol.1(1);pp.1-14.
7. Angelis, F. D., Habib, I., Davide, F. A. M. and Naghshineh, M. (2005), Intelligent content aware services in 3g wireless networks, IEEE J. Sel. Areas Comm., vol. 23, no. 2, pp. 221–234.
8. Anvari R, Amin SM (2010), Commitment, involvement and satisfaction in relationship marketing. Interdiscip. J. Contemp. Res. Bus., 1(11):51-70.
9. Arndt,J. (1967), Role of Product-Related Conversations in The Diffusion of a New Product, Journal of Marketing Research,Vol.4,pp.291-295.
10. Baker, D. A., and Crompton, J. L.(2000), Quality, Satisfaction and Behavioural Intentions. Annals of Tourism Research, 27(3), 785-804.
11. Bamberg, S., and Möser, G. (2007), Twenty years after Hines, Hungerford, and Tomera: A new meta-analysis of psycho-social determinants of pro-environmental behaviour.
12. Bardi, A., and Schwartz, S. H. (2003), Values and behaviors: Strength and structure of relations. Personality and Social Psychology Bulletin, 29, 1207–1220.
13. Bauer, H. H., Grether, M. and Leach, M. (2002), Building Customer Relations over the Internet, Industrial Marketing Management, 155-163.
14. Bearden W. O., Netemeyer R. G. (1999), Handbook of marketing sales: Multi-item measures for consumer and marketing research. 2nd ed. London: SAGE Publications.
15. Bender, T. (1978), Community and Social Change in America, New Jersey: Rutgers University Press.
16. Bogart, L.M., and Thorburn, S. (2005), Are HIV/AIDS conspiracy beliefs a barrier to HIV prevention among African Americans
17. Bone, P. F. (1995), Word of Mouth Effects on Short-term and Long-term Product Judgment, Journal of Business Research,Vol.69(1),pp.213-223.
18. Bonner, P. G. and Richard Nelson (1985), Product Attributes and Perceived Quality: Foods, Perceived Quality, J. Jacoby and J. Olson, eds. Lexington, MA: Lexington Books, pp.64-79.
19. Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V.A. (1993), A dynamic model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(2), 7-27.
20. Brady, M. K. and J. Joseph Cronin Jr. (2001), Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach, Journal of Marketing, Vol.65, No.3, pp.34-49.
21. Brehm, J. M. and Eisenhauer, B. W. (2008), Motivations for participating in community supported agriculture and their relationship with community attachment and social Capital. Southern Rural Sociology, 23, 94-115.
22. Bristor, J. M. (1990), Enhanced Explanations of Word of Mouth Communications: The Power of Relations, Research in Consumer Behavior,Vol.4,pp.51-83.
23. Brown, J. J. and Reingen, P. H. (1987), Social ties and Word of Mouth Referral Behavior, Journal of Consumer Research, Vol.14,pp. 350-362.
24. Brown, T. (2009), Change by design: How design thinking transforms organizations and inspires innovation. New York: HarperCollins.
25. Brucks, M. and Zeithaml, V. A. (1987), Price as an Indicator of Quality Dimensions, at Association for Consumer Research Annual Meeting, Boston, MA.
26. Brunner, T. A., Stocklin, M. and Opwis, K. (2008), Satisfaction, image and loyalty: new versus experienced customers. European Journal of Marketing, 42(9/10), 1095-1105.
27. Carù, A. and Cova, B. (2003), Revisiting Consumption Experience: A More Humble but Complete View of the Concept. Marketing Theory, 3(2), 267-286.
28. Casalo L. V., Flavia´n C. and Guinalı´u M. (2008). The role of satisfaction and website usability in developing customer loyalty and positive word-of mouth in the e-banking services. Int. J. Bank Mark., 26(6): 399-417.
29. Chapman, J. and Wahlers R. (1999), A Revision and Empirical Test of the Extended Price-Perceived Quality Model, Journal of Marketing Theory and Practice, Vol.7, No.3, pp.53-63.
30. Cheema, A. and Kaikati, A.M. (2010), The effect of need for uniqueness on word of mouth. J. Marketing Res. 47 553-563.
31. Chen C. F. (2008), Investigating structural relationship between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part, A, 42,pp.709-717.
32. Chen I. Y. L., Chen N. S., Kinshuk (2009), Examining the Factors Influencing articipants’ Knowledge Sharing Behavior in Virtual Learning Communities. Educ. Technol. Soc., 12 (1): 134–148.
33. Chen K. T., Huang, P. and Lei C. L. (2006), How sensitive are online gamers to network quality?, Commun. ACM, vol. 49, no. 11,pp. 34–38.
34. Chi, C. G.-Q. and Qu, H. (2008), Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29, 624-636.
35. Chiou, J. S., Droge, C. and Hanvanich, S. (2002), Does customer knowledge affect how loyalty is formed, Journal of Service Research, Vol. 5, No. 2, pp. 113-124.
36. Clark J. and Goldsmith, R. E. (2005). Market mavens: Psychological influences. Psychol. Mark., 22(4): 289-312.
37. Clark, R. A., Goldsmith, R. E. and Goldsmith, E. B. (2008), Market Mavenism and Consumer Self-Confidence, Journal of Consumer Behaviour, 7(3), 239-248.
38. Collins, C. J. and Stevens, C. K. (2002), The relationship between early recruitment-related activities and the application decisions of new labor-market entrants: A brand equity approach to recruitment. J. Appl. Psychol., 87(6): 1121-1133.
39. Colquitt, J. A., Scott, B. A. and LePine, J. A. (2007), Trust,Trustworthiness, and Trust ropensity: A Meta-Analytic Test of Their Unique Relationships with Risk Taking and Job Performance, Journal of Applied Psychology, 92(4), 902-927.
40. Cronin, J. J. and Tayler, S. A. (1992), Measuring service quality:A reexamination and extension. Journal of Marketing, 56(3), 55- 68.
41. Croy, G., Gerrans, P. and Speelman, C. (2010), The role and relevance of domain knowledge,perceptions of planning importance, and risk tolerance in predicting saving intentions.Journal of Economic Psychology, 31(6), 860-871.
42. Cruz D. and Fill C. (2008), Evaluating viral marketing: isolating the key criteria. Mark. Intel. Plan., 26(7): 743-758.
43. Dabholkar, P. A. and Sheng, X. (2009), The role of perceived control and gender in consumer reactions to download delays, Journal of Business Research, Vol. 62, pp.756-760.
44. Davies, B., Baron, S. and Harris, K. (1999), Observable oral participation in the servuction system: toward a content and process model. Journal of Business Research 44(1), 47–54.
45. Dichter, E. (1966), How Word-of-Mouth Advertising Works, Harvard Business Review, 44(6), 147-166.
46. Dimitriades, Z. S. (2007), The influence of service climate and job involvement on customer-oriented organizational citizenship behavior in Greek service organizations: A survey, Employee Relations, Vol. 29(5): 469-491.
47. Dodds, W. B., Monroe, K. B., and Grewal, D. (1991), Effects of price, brand and store information on buyers'product evaluations. Journal of Marketing Research, 28(3), 307-319.
48. DSL Forum Technical Report TR-126 (2006), Triple-play Services Quality of Experience (QoE) Requirements, December, Produced by Architecture and Transport Working Group.
49. Ellen, E. K. K. and Anna, S. M. (2011), The Effect of Service Duration and Price (Mis)Match on Perceived Price Fairness. The School of Hospitality Management.
50. Engel, J. E ., Blackwell, R. D. and Miniard, P. W. (2001), Consumer Behavior, (9th), New York: Dryden Press.
51. Engel, J. F., Blackwell, R. D., and Miniard, P. W. (1995), Consumer behavior (8th), Fort Worth: Dryden Press.
52. Eunjoo K., Carl A., Boger., Ki-Joon Back., Juan Madera. (2011), The Impact of Sensory Environments on Spagoers, Emotion and Behavioral Intention. Conrad N. Hilton College of Hotel and Restaurant Management.
53. Feick, L. F. and Price, L. L. (1987), The Market Maven: A Diffuser of Marketplace Information, Journal of Marketing, 51(1), 83-97.
54. Feygina, I., Jost, J. T., and Goldsmith, R. E. (2010), System justification, the denial of global warming, and the possibility of “System-Sanctioned Change”. Personality and Social Psychology Bulletin, 36, 326-338.
55. Fiedler, M. (2004), State-of-the art with regards to user-perceived Quality of Service and quality feedback. EuroNGI Deliverable D.WP.JRA.6.1.1.
56. Folkes, V. S. (1988), Recent attribution research in consumer behavior: A review and new direction. Journal of Consumer Research, 14 March, 548-565.
57. Galeotti, A. and Goyal, S. (2009), Influencing the influencers: a theory of strategic diffusion, Rand Journal of Economics, 40, 3, 509-532.
58. Garvin, D. A. (1983), Quality on the Line, Harvard Business Review, Vol.61, No.5, pp.65-73.
59. Garvin, D. A. (1984), What does Product Quality really mean?, Sloan Management Review, Vol. 26 No. 1, pp. 25-43.
60. Garvin, D. A. (1987), Competing on the Eight Dimensions of Quality, Harvard Business Review, Vol.65, No.6, pp.101-109.
61. Gladwell, M. (2000), Unleashing the Ideavirus, 1st edition, Do You Zoom, Inc.
62. Goody, C. and East, R. (2008), Testing the market maven concept. Journal of Marketing Management, 24(3-4), pp. 265-282.
63. Greet, V. H. (2011), Recruitment Sources and Organizational Attraction: A Field Study of Belgian Nurses. Recruitment Sources and Attraction.
64. Grewal, D., Krishnan, R., Baker, J., and Borin, N. (1998), The effect of store name, brand name and price discounts on consumers, evaluations and purchase intentions. Journal of Retailing, 74(3), 331-352.
65. Gronroos, C. (1984), A Service Quality Model and Its Marketing Implications, European Journal of Marketing, Vol.18, No.4, pp.36-44.
66. Guilherme, L., Glen, L.U., and John, R. H. (2011), When Providing Competitive Information to Your Own Customers Encourages Trust, Consideration, and Sales.
67. Hackman, D., Gundergan, S. P., Wang, P. and Daniel, K. (2006), A service perspective on modelling intentions of on-line purchasing. J. Serv. Mark., 20(7): 459-470.
68. 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.
69. Hartline, M. D. and Keith, C. J. (1996), Employee Performance Cues in a Hotel Service Environment: Influence on Perceived Service Quality, Value, and Word-of-Mouth Intentions, Journal of Business Research, Vol.35, No.3, pp.207-215.
70. Hawkins, D. I., Best, R. J., and Coney, K. A. (2001), Consumer Building Marketing Strategy, 8th ed., New York: Mcgraw-Hill.
71. Herr, P., Kardes, F. and Kim, J.(1991), Effect of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnostic Perspective, Journal of Consumer Research,Vol.17(4),pp.454-462.
72. Herrmann, E., Hare, B., Call, J. and Tomasello, M. (2010a), Differences in the cognitive skills of bonobos and chimpanzees.Public Libr. Sci. One 5:e12438.
73. Hjorth-Anderson, C. (1984), The Concept of Quality and the Efficiency of Markets for Consumer Products, Journal of Consumer Research, Vol.11, No.2, pp.708-718.
74. Hoek, J., Maubach, N., Gendall, P. and Searle, L. (2005), Effects of on-pack warning images on young adult smokers and non-smokers. Proceedings of the Marketing and Public Policy Conference;. May 19–21, Washington DC.
75. Jacoby, J. and Jaccard, J. J. (1981), The source, meaning, and validity of customer complaint behavior:A psychological analysis. Journal of Marketing, (Fall), 4-24.
76. Javid A. M., Iftikhar, A. B., Shagufta, P. and Samreen, A.(2011), Effect of perceived corporate brand on customer’s attitude towards Islamic banking. International Journal of Contemporary Business Studies Vol: 2, No: 2 .February, 2011 ISSN 2156-7506
77. Jeffery, B., Nick, J. and David, K. (2010), An Exploratory Study into the Factors Impeding Ethical Consumption, Published online: 26 August, Journal of Business Ethics.
78. Jensen, M. and Roy, A. (2008), Staging exchange partner choices: When do status and reputation matter? Academy of Management Journal, 51 (3), 495–516.
79. Jim, W. (2011), Program Management Academy Tim Rahschulte, Associate Professor, George Fox University and Russ Martinelli, Intel Corporation.
80. John, E. S. and Michael, R. B. (1998), Services quality and satisfaction, The Journal of Services Marketing, Vol. 12.
81. Johnson, M. S., Sivadas, E. and Garbarino, E. (2008), Customer satisfaction, perceived risk and affective commitment: An investigation of directions of influence. J. Serv. Mark., 22(5): 353-362.118.
82. Jukka, H. and Mika, O. (2011), INVESTMENT DECISION MAKING IN SUPPLIER NETWORKS: MANAGEMENT OF RISK AND TRUST. Paper for the 13th International Working Seminar on Production Economics.
83. Kahan, M. (2006), The Demand for Corporate law: Statutory Flexibility, Judicial Quality, or Takeover Protection?, 22 Journal of Law, Economics & Organization 340-65.
84. Kassarjian, H. H. (1981), Low Involvement: A Second Look, Advances in Consumer Research, 8(1), 31-34.
85. Kelly, S. W. and Davis, M. A. (1994), Antecedents to Consumer Expectations for Service Recovery, Journal of the Academy of Marketing Science, Vol.22, No.1, pp.52-61.
86. Kim, S. H., Han, H. S., Holland, S., and Byon, K. K. (2009), Structural relationships among involvement, destination brand equity, satisfaction and destination visit intentions: The case of Japanse outbound travelers. Journal of Vacation Marketing ,(4), 349-365.
87. Kollmuss, A. and Agyeman, J. (2002), Mind the gap: Why do people act environmentally and what are the barriers to pro-environmental behavior?. Environmental Education Research, 8, 239-260.
88. Kuo, J. L., Shih C. H., and Chen, Y. C. (2011), A Dynamic Self-Adjusted Buffering Mechanism for Peer-to-Peer Real-Time Streaming. I.J. Intelligent Systems and Applications, 3, 1-10.
89. Laith, A. and Nahla A. N. (2010), Investigate the Impact of Relationship Marketing Orientation on Customer Loyalty: The Customer's
90. Laroche, Michel, Frank Pons, Nadia Zgolli, Marie-Cécile Cervellon, and Chankon Kim (2003), "A model of consumer response to two retail sales promotion techniques," Journal of Business Research, 56 (7), 513-22.
91. Leskovec, Jure, Lada A. Adamic, and Bernardo A. Huberman (2007), The Dynamics ofViral Marketing, ACM TWeb 1(1).
92. Litvin, S., Goldsmith, R. E., and Pan, B. (2007), Electronic word of mouth in hospitality and tourism management. Tourism Management, 29(3), 458-468.
93. Lutz, R. (1986), Quality is as Quality Does: An Attitudinal Perspective on Consumer Quality Judgments, Marketing Science Institute Turstees’ Meeting, Cambridge, MA.
94. Manzoor, A. K. and Umar, T. (2011), User utility function as Quality of Experience(QoE). The Tenth International Conference on Networks
95. Mendenhall M. (2005), Emotional equity is still Disney's key asset., Advertising Age,. Vol. 76, No. 7, pp. 24.
96. Mizerski, R.W. (1982), An Attribution Explanation of the Disproportionate Influence of Unfavorable Information, Journal of Consumer Research,Vol.9,pp.301-310.
97. Moe, W. and Trusov, M. (2010), The Value of Social Dynamics in Online Product Ratings Forums, Journal of Marketing Research.
98. Monroe, K. B. and Krishnan, R. (1985). The Effect of Price on Subjective Product Evaluation, In Perceived Quality: How Consumers View Stores and Merchandise, Eds. Jacob and Jerry C. Olson. Lexington. MA: Lexington Books, 209-232.
99. Morgan, L. A. (1985), The Importance of Quality, Perceived Quality, J. Jacoby and J. Olson, eds. Lexington, MA: Lexington Books, pp.61-64.
100. Morgan, R. M. and Hunt, S. D. (1994), The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, Vol.58, No.3, pp.20-38.
101. Morwitz, V. G. and Schmittlein, D. (1992), Using segmentation to improve sales forecasts based on purchase intent: Which intenders actually buy? Journal of Marketing Research, 29(4), 391-405.
102. Mowday, R. T., Porter, L. W. and Steers, R. M. (1982), Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover, New York: Academic Press.
103. Myers, C. (2003), Managing Brand Equity: A Look at the Impact of Attributes. Journal of Product and Brand Management, 12(1), 39-51.
104. Nelson, P. (1970), Information and Consumer Behavior, Journal of Political Economy, Vol. 78, pp. 311-329.
105. Noman, M., Davide, C., David, S. and Man, L. (2006), QoS & QoE Management in UMTS Cellular Systems, John Wiley and Sons, Ltd. ISBN: 0-470-01639-6, pp. 1-8.
106. O`Hegarty, M., Pederson, L. L., Yenokyan, G., Nelson, D. E. and Wortley, P. (2007), Young adults' perception of cigarette warning labels in the USA and Canada. Preventing Chronic Disease; 4(2).
107. Oliver, R. L. (1980), A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(Nov), 460-469.
108. Olson, J. C. and Jacoby, J. (1972), Cue Utilization in the Quality Perception Process, in Proceedings of the Third Annual Conference of the Association for Consumer Research, M. Venkatesan, ed. pp.167-179.
109. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985), A Concetpual Model of Service Quality and its Implication for Future Research, Journal of Marketing, 49, pp.41-50.
110. Paulin, M. R., Ferguson, J. and Bergeron J. (2006), Service climate and organizational commitment: The Importance of customer linkages, Journal of Business Research, Vol. 59(8):6-15.
111. Peeter W. J. V. (2008), What Drives Word of Mouth: A Multi-Disciplinary Perspective. Advances in Consumer Research Volume 35.
112. Pereira, F. S., Perceptions and Emotions (2005), Towards Quality of Experience Evaluation for Consumer Electronics Video Adaptations. Proceedings of First International Workshop on Video Processing and Quality Metrics for Consumer Electronics, Scottsdale.
113. Piskorski, M. J. (2007), Positions of Power and Status: Reciprocity in the Venture Capital Industry. Working Paper.
114. Price, L. L., Feick, L. F. and Higie, R. A. (1987), Information Sensitive Consumers and Market Information, The Journal of Consumer Affairs, 21(2), 328-341.
115. Pritchard, Mark P., Mark E. Havitz, and Dennis R. Howard, 1999, Analyzing the Commitment-Loyalty Link in Service Contexts, Journal of the Academy of Marketing Science, Vol.27, No.3, pp.333-348.
116. Priyanko G., Mark A., Luorong W. (2011), Customer Perceptions of Corporate Social Responsibility of Service Firms: Impact on Customer Attitudes and Behavioral Intentions. Corresponding Author.
117. Pura M. (2005), Linking perceived value and loyalty in location-based mobile services. Manag. Serv. Qual., 15 (6): 509-38.
118. Qualman, E. (2009), Socialnomics, how social media transforms the way we live and do business, John Wiley and Sons, Inc.
119. Rachna, A. B., Paul, A., Penney, U., Raj, S. B., Martin, W., Amanda, A., Robin, J. P., Raman, B., Pelham, M. B., Monica, F., Paramjit, G., Qaim, Z. and Aziz, S. (2011), Experiences of outreach workers in promoting smoking cessation to Bangladeshi and Pakistanimen: longitudinal qualitative evaluation. Begh et al. BMC Public Health, 11:452
120. Rainald, B. (2011), Adieu Rabenmutter – The Effect of Culture on Fertility, Female Labour Supply, the Gender Wage Gap and Childcare. CESifo Working Paper No. 3337.
121. Ranjbarian, B., Fathi, S. and Kamali, A. (2010), The factors affecting on consumers’ repurchase intention toward an automobile brand: An application of reasoned action theory. European Journal of Social Sciences, 16(3), 361-370.
122. Reed, R. and Defillippi, R. J. (1990), Causal ambiguity, barriers to imitation, and sustainable completive advantage, Academy of Management Review, Vol. 15, pp. 88-102.
123. Richins, M. L. (1983), Negative word-of-mouth by dissatisfied consumer:A pilot study. Journal of Marketing, 46(winter), 86-97.
124. Richins, M. L.(1984), Word of Mouth Communication as Negative Information, Advances in Consumer Research,Vol.11,pp.697-702.
125. Ricky, K. P. M., Edmond, W. W. C., and Rocky, K. C. C. (2011), Measuring the Quality of Experience of HTTP Video Streaming. Department of Computing The Hong Kong Polytechnic University.
126. Rumelt, R. P. (1984), Toward a Strategic Theory of the firm, in R. Lamb (ed.), Competitive Strategic Management, Prentice-Hall, Englewood Cliffs, NJ, pp. 556-570.
127. Ryu, Gangseog and Lawrence Feick. (2007), A Penny for Your Thoughts: Referral Reward Programs and Referral Likelihood, Journal of Marketing, 71 (1), 84-94.
128. Sasser, W. E., Earl, J., Olsen, R. P. and Wyckoff, D. D. (1978), Management of Service Operations: Text and cases, Boston: Allyn and Bacon.
129. Schiffman, L. and Kanuk, L. (1999), Consumer behavior (7th ed). Prentice-Hall, Englewood Cliffa, NJ.
130. Schwartz, K. (2008), Hyperlipidemia: Diet, education, and health promotion for the Somali refugee population. Retrieved.
131. Seonjeong, L. and Miyoung, J. (2011), Impacts of "Green Movement" Cues of a Lodging Website on Customers' Emotion and Behaviors. Published by ScholarWorks UMass Amherst, 2011
132. Sharma, G., Qiang, Y., Wenjun, S. and Zhao, D. (2011), Significance of Communication and E-Business in Second Life Virtual World. Information Technology Research Journal Vol 1(1) pp. 1 – 12.
133. Shih, C. (2009), The Facebook Era, Tapping Online Social Networks to Build Schumacher, J., Feurstein, K., Pitkänen, O. and Niitamo, V. P. (2008), European living labs: a new approach for human centric regional innovation.
134. Singh, J. (1988), Consumer complaint intentions and behavior:Definitional and taxonomical issues. Journal of Marketing, 52(January), 93-107.
135. Slama, M. E. and Williams, T. G. (1990), Generalization of the Market Maven’s Information Provision Tendency across Product Categories, Advances in Consumer Research, 17(1), 48-52.
136. Solnick, S. J. and Hemenway, D. (1992), Complaints and disenrollment at a health maintenance organization, Journal of Consumer Affairs, 26(1),90-103.
137. Sundaram, D. S., Mitra, K. and Webster, C. (1998), Word-of Mouth Communications: A Motivational Analysis, Advances in Consumer Research,Vol.25,pp.527-531.
138. Swaminathan, V. (2003), Sequential Brand Extensions and Brand Choice Behavior, Journal of Business Research, Vol. 56, No. 6, pp. 431-442.
139. Swanson, S. R., and Kelley, S. W. (2001), Attributions and outcomes of the service recovery process. Journal of Marketing Theory and Practice, 9(4), pp. 50-65.
140. Tax, S. S. ,Brown, S. W. and Chandrashekaran, M. (1998),Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(Apr),60-70.
141. Trasher, J. F., Hammond, D., Fong, G. T., Arillo-Santillan E. (2007), Smokers' reactions to cigarette package warnings with graphic imagery and with only text: a comparison between Mexico and Canada. Salud Publica de Mexico; 49 (Suppl 2):233–40.
142. Van der Lans, Ralf, Gerrit van Bruggen, Jehoshua Eliashberg, and Berend Wierenga (2010), “A Viral Branching Model for Predicting the Spread of Electronic.
143. Van Hoye, G. and Lievens, F. (2007a), Investigating web-based recruitment sources: Employee testimonials vs word-of-mouse. Int. J. Select. Assess, 15(4): 372-382.
144. Van Hoye, G. and Lievens, F. (2007b), Social influences on organizational attractiveness: Investigating if and when word of mouth matters. J. Appl. Soc. Psychol., 37(9): 2024-2047.
145. Van Hoye, G. and Lievens, F. (2009), Tapping the grapevine: A closer look at word-of-mouth as a recruitment source. Journal of Applied Psychology, 94, 341-352. doi: 10.1037/a0014066.
146. Walsh, G., Gwinner, K. P., Swanson, S. R. (2004), What makes mavens tick? Exploring the motives of market mavens’ initiation of information diffusion. The Journal of Consumer Marketing 21 (2/3), 109–122.
147. Wellman H. M., Lane, J. D., LaBounty, J., Olson, S. L. (2010), Observant, nonaggressive temperament predicts theory of-mind development. Dev. Sci. 14(2):319–26.
148. Westbrook, R. A. (1997), Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(August), 258-270.
149. White, S. S. and Schneider, B. (2000), Climbing the Commitment Ladder, Journal of Service Research, Vol.2, No.3, pp.240-252.
150. Wilkie, W. L. (1994), Consumer Behavior, 3rd ed., New York: John Wiley and Sons, Inc.
151. Williams, T. G . and Slama, M. E. (1995), Market Mavens'' Purchase Decision Evaluative Criteria: Implications for Brand and Store Promotion Efforts, Journal of Consumer Marketing, 12(3), 4-21.
152. Wojnicki, A. C. and Godes, D. (2008), Word-of-Mouth as Self-Enhancement, University of Toronto Working Paper.
153. Woodside, A. and Lysonski, S. (1989), A general model of traveler destination choice.Journal of Travel Research, 27(4), 8-14.
154. Yang, Z. and Peterson, R. T. (2004), Customer perceived value, satisfaction, andloyalty: The role of switching costs. Psychology & Marketing, 2110, 799–822.
155. Yoon, Y. and Uysal, M. (2005), An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26(1), 45-56.
156. 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, pp. 2-22.
157. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996), The behavioral consequence of service quality. Journal of Marketing,60(2), 31-46.
158. Zhang, X., Liu, J., Li, B. and Peter Yum, T. S. (2005), CoolStreaming/DONet: A data-driven overlay network for peer-to-peer live media streaming. IEEE International Conference on Computer Communications.
159. Zithaml, V. A., Berry, L. L. and Parasuraman, A. (1996), The behavioral consequence of service quality. Journal of Marketing,60(2), 31-46.



中文參考文獻
1.朱家慧(2001)。涉入、體驗、依戀之影響關係研究-以鶯歌地區為例。南華大學旅遊事業管理研究所。碩士論文。
2.吳佳玲、管倖生、謝盛發(2008)。商業雜誌廣告設計之體驗意象初探。國立臺南大學「藝術研究學報」第1 卷第2期:17~32。
3.林怡君(2008)。遊客涉入程度、服務品質與行為意圖之相關研究-以東豐自行車綠廊、后豐鐵馬道為例。國立雲林科技大學休閒運動研究所。碩士論文。
4.林建煌(2007)。消費者行為,第二版,華泰文化事業有限公司,台北。
5.林登燦(2003)。服務品質管理(初版)。臺北市:品度。
6.張良漢、蘇士博、王偉琴(2001)。不同活動涉入程度與地方依戀之研究。運動休閒管理學報,3(2),1-18。
7.張淑青(2009)。目的地意象、滿意度與行為意圖的關係-目的地意象的區隔效果。台灣管理學刊,第9卷第1期,1-22頁。
8.梁國常(2002)。遊客對風景遊憩區認知意象之研究-以陽明山國家公園為例。國立台灣師範大學。碩士論文。
9.莊芝山(2010)。大陸遊客旅遊意象對知覺品質知覺價值滿意度與行為意圖關係之研究-以日月潭國家風景區為例。嶺東科技大學觀光與休閒管理研究所。碩士論文。
10.郭品妤(2004)。地方文化產業行銷機制之研究─以消費者心理向度探討,朝陽科技大學建築及都市設計研究所。碩士論文。
11.陳簾伃(2004)。體驗品質對情緒、價值、體驗滿意度、承諾及行為意圖影響之研究-以台灣現代戲劇演出為例。天主教輔仁大學管理學研究所。碩士論文。
12.黃佳慧(2005)。體驗品質、滿意度及行為意向關係之研究-以華陶窯為例。朝陽科技大學休閒事業管理所。碩士論文。
13.慈濟年鑑(1993)。1966-1992。台北:慈濟文化出版社。
14.楊亞琦(2004),e化環境中知覺品質與口碑溝通間關係之研究-以顧客承諾為中介腳色之分析。國立高雄第一科技大學行銷與流通管理研究所。碩士論文。
15.楊胤甲(2006)。愛好自行車休閒運動者之流暢體驗、休閒效益與幸福感之研究。未出版碩士論文。靜宜大學觀光事業研究所。碩士論文。
16.魏永竹(1989)。「花蓮『佛教慈濟功德會』述略」。台灣文獻第40卷2期:107-123。
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
系統版面圖檔 系統版面圖檔