(18.204.227.34) 您好!臺灣時間:2021/05/19 08:28
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:趙彥韋
研究生(外文):Chao, Yen-Wei
論文名稱:共同生產、享樂價值及經濟價值對於顧客忠誠度之影響-以自我效能為干擾變數
論文名稱(外文):The effect of co-production, enjoyment value, and economic value on customer loyalty-The role of self-efficacy
指導教授:王崇昱王崇昱引用關係
指導教授(外文):Wang Chung-Yu
口試委員:白純菁李曉青王崇昱
口試委員(外文):Bai, Chuen-jingLI,Siao-CingWang, Chung-Yu
口試日期:2017-05-15
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:企業管理系
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:2017
畢業學年度:105
語文別:中文
論文頁數:80
中文關鍵詞:共同生產知覺價值享樂價值經濟價值顧客忠誠度自我效能
外文關鍵詞:Co-productionEnjoyment valueEconomic valueCustomer LoyaltySelf-efficacy
相關次數:
  • 被引用被引用:3
  • 點閱點閱:415
  • 評分評分:
  • 下載下載:146
  • 收藏至我的研究室書目清單書目收藏:1
過去影響顧客忠誠度因素的文章很多,但是將共同生產作為自變數以及將知覺價值分成享樂價值及經濟價值做為中介變數來探討的研究是較少的。由於近年來自助產品及服務越來越廣泛,因此了解消費者對自助產品與服務使用態度對企業本身即為重要,故聚焦此情境來進行消費者實證,並加入自我效能作為干擾變數進行實證。
  本研究共計回收有效問卷為279份,經實證發現享樂價值及經濟價值在共同生產與顧客忠誠度間之關係存在中介效果;自我效能之干擾效果不存在。根據研究結果,本研究提出相關建議。

In the past, many studies have focused on the factors affecting customer loyalty. However, few studies have explored the effect of co-production on customer loyalty via perceived value (enjoyment and economic value).
Therefore, this study tries to examine the relationship mentioned above and set self-efficacy as the moderating variable. Besides, the study focuses on self-service/product and the questionnaires were send in Kaohsiung area and via Internet.
A total of 279 valid questionnaires were collected. Empirical results show that Enjoyment value and economic value mediate the relationships between co-production and customer loyalty. Further, self-efficacy does not moderate the relationships mentioned above. Based on the results, some suggestions are proposed in this study.

目錄
摘 要 I
ABSTRACT II
致謝 III
目錄 IV
表目錄 VI
圖目錄 VII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第三節 研究流程 5
第二章 文獻探討 6
第一節 顧客忠誠度 6
第二節 知覺價值 9
第三節 共同生產 13
第四節 自我效能 17
第三章 研究設計與方法 20
第一節 研究架構 20
第二節 研究變項之操作性定義與衡量 21
第三節 問卷設計 25
第四節 研究方法 26
第四章 研究分析與結果 26
第一節 敘述性統計分析 27
第二節 相關分析 29
第三節 效度與信度分析 30
第四節 差異性分析 35
第五節 中介及干擾效果之驗證 40
第六節 假設檢定分析結果 44
第五章 結論與建議 46
第一節 研究結論 46
第二節 研究貢獻與管理意涵 49
第三節 研究限制 52
第四節 後續研究與建議 53
參考文獻 54
第一節 中文部分 54
第二節 英文部分 56
附錄 67



表目錄

表 3-1 顧客忠誠度之衡量題項表 21
表 3-2 享樂價值之衡量題項表 22
表 3-3 經濟價值之衡量題項表 22
表 3-4 共同生產之衡量題項表 23
表 3-5 自我效能之衡量題項表 24
表 4-1 基本資料分析表 28
表 4-2 各變數之相關分析表 29
表 4-3 信效度分析量表 31
表 4-4 自我效能之信度分析表 32
表 4-5 享樂價值之信度分析表 33
表 4-6 共同生產之信度分析表 33
表 4-7 經濟價值之信度分析表 34
表 4-8 顧客忠誠度之信度分析表 34
表4 9 各變數平均數與標準差摘要表 35
表 4-10 不同性別對自我效能之差異分析表 36
表 4-11 不同年齡對各變數之差異性分析表 37
表 4-12 不同職業對各變數之差異分析表 38
表 4-13 不同個人每月所得對各變數之差異性分析表 39




圖目錄
圖 1-1 研究流程圖 5
圖 3-1 研究架構圖 20
圖4-1 PROCESS for SPSS – Model 59 41
圖4-2 Model 59的中介及干擾分析 43


第一節 中文部分
吳旻靚(2008)。電腦自我效能調節知識管理系統使用者滿意度之研究-以DelphiK.Top網站為例。國立中正大學資訊管理所碩士論文。
吳淑鶯、彭康達(2010)。消費者對航空公司的品牌知曉、認知品質與知覺價值在品牌態度及購買意願上之影響。中華管理評論國際學報,第十三卷,第二期。
吳萬益(2005)。企業研究方法(二版)。台北華泰書局。
李銘輝、劉翠華、周文玲(2015)。美食街氣氛與顧客知覺價值對知覺風險影響之研究。休閒事業研究,第十三卷,第四期,第41-58頁。
周建亨、陳津美、何錦聰(2004)。顧客參與和顧客忠誠度關係之研究。,行銷科學學報。第一卷,第四期,第143-164頁。
林聖偉、李君如(2006)。品牌形象、知覺價值、顧客滿意度與顧客忠誠度關係之研究-以旅行社海外團體套裝旅遊為例。旅遊管理研究。第六卷,第一期,第63-81頁。
耿先鋒(2008)。顧客參與測量維度、驅動因素及其對顧客滿意的影響機理研究。Doctoral dissertation, 浙江大學。
陳冠宇(2014)。顧客參與和服務人員的服務投入對顧客滿意度的影響-以美髮業為例。國立虎尾科技大學經營管理研究所碩士論文。
陳瑞龍(2015) 。服務品質、顧客價值、顧客滿意、口碑傳播與顧客忠誠之關聯性研究─以民宿產業為例。品質學報,第二十二卷,第三期,第161-182頁。陳歷鋒(2000)。網際網路拍賣機制之初探研究。台灣大學商學研究所碩士論文。
陳鶴容(2015)。專屬性投資、信任、相似性與共同生產對顧客忠誠之影響:以金融業為例。東海大學高階經營管理碩士在職專班碩士論文。
張念梓(2012)。顧客參與及顧客知識對旅遊滿意度之影響。世新大學觀光學研究所碩士論文。
張雅閔(2012)。健康產業顧客參與度與顧客忠誠度關係之研究。中臺科技大學健康產業管理研究所碩士論文。
黃英忠、黃毓華、劉錦雲、陳錦輝(2008)。工作需求-控制模式與工作捲怠關係之研究 : 以自我效能為干擾變數。管理實務與理論研究,第37-51頁。
鄭傑云(2013)探討顧客參與共同生產之因素及對產品評價與行為忠誠度影響之研究---以線上遊戲為例。國立臺中科技大學企業管理系事業經營碩士班碩士論文。
蔡清嵐(2014)。品牌形象、知覺價值與忠誠度對技職學生選校實證研究-以知覺價值為中介因素。桃園創新學報,第三十四期,第209-236頁。
魏文欽、林怡君(2010)。品牌形象與顧客忠誠度關係之實證研究-知覺價值混合效果之探討,中華理論結構模式LISREL學會,第三卷,第一期,第45-67頁。
蘇俊宇(2014)。對話基礎的價值共創與幸福感之關聯性─以金融業和旅遊業為例。國立中央大學資訊管理研究所碩士論文。
蘇煒惠(2011)。顧客參與共同生產對服務品質與顧客滿意度影響之研究。元智大學經營管理碩士班碩士論文。







第二節 英文部分
Anderson, R. E. and Srinivasan, S.S., (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology & Marketing, Vol. 20, (No. 2), 123-138.
Andreassen T.W, Gustafsson A., Gebauer H. (2010). Co-production: A Fair-Weather syndrome? journal of the academy of marketing science.
Andreu, L., Sanchez, I., Mele, C. (2010). Value co-creation among retailers and consumers: new insights into the furniture market. Journal of Retailing and Consumer Services 17 (4), 241–250.
Auh, S., Bell, S. J., McLeod, C. Shih. (2007). Co-production and customer loyalty in financial services. Journal of Retailing, Vol.83, 359-370.
Babin, B. & Attaway, J. (2000). Atmospheric Affect as a Tool for Creating Value and Gaining Share of Customer. Journal of Business Research, Vol. 49, (No. 2), 91-99.
Babin, B. J., Darden, W. R., Griffin, M. (1994). "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Values", Journal of Consumer Research, Vol. 20, March, 644-656.
Bandura, A. (1997). Self-efficacy: The exercise of control. New York, NY: W. H. Freeman.
Bandura, A., and Locke, E. (2003). Negative self - efficacy and goal effects revisited. Journal of Applied Psychology, 88, 87 – 99.
Bansal. S. H., Voyer. A. P. (2000). World-of- mounth processes within a services purchase decision context, Journal of Service Research, JSR, Nov 2000.3.2, ABI/INFORM Global, 166.
Baldinger, A. L. and Rubinson J. (1996). "Brand loyalty: the link between attitude and behavior. Journal of Advertising Research, 36 (6), 22-34.
Baloglu, S. (2002). Image variations of Turkey by familiarity index: informational and experiential dimensions. Tourism Management, Vol.22, 127-133.
Bandura, A. (1986). Social Foundations of Thought and Action: A Social Cognitive Theory. Prentice-Hall, Inc.
Bandura, A. (1997). Self-Efficacy: The Exercise of Control.
Bateson, and Langeard E. (1982). Consumer Use of Common Dimensions in the Appraisal of Services, in Advances of Consumer Research, Vol. 9, ed. Andrew Mitchell, Chicago: Associations for Consumer Research, 173-176.
Bateson, J.E.G. (1983). “The self-service customer – empirical findings”, in Berry, L.L., Shostack, B. L. and Upah, G. D. (Eds). Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL, 50-3.
Berkes, F. (2009). Evolution of Co-Management: Role of Knowledge Generation, Bridging Organizations and Social Learning. Journal of Environmental Management, 90(5), 1692-1702.
Bhattacharya, C. B., & Sen, S. (2003). Consumer-company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67, 76-88.
Boksberger, P. E. and Melsen, L. (2011). Perceived value: a critical examination of definitions, concepts and measures for the service industry. Journal of Services Marketing, Vol. 25 No. 3, 229-240.
Brown, S. P., Jones, E., & Leigh, T. W. (2005). The attenuating effect of role overload on relationships linking self-efficacy and goal level to work performance. Journal of Applied Psychology, 90, 972–979.
Carbone, L. P. (2004). Clued in: How to keep customers coming back again and again: Upper Saddle River, NJ: Finance Times Prentice Hall.
Cermak, S. P. D., File M. K., and Prince. A. R. (1994). Customer participation in service specification and delivery. Journal of Applied Business Research, 10(2), 90-98.
Chan, K. W., Yim, C. K. and Lam, S. S. K. (2010). Is customer participation in value creation a double-edged sword? evidence from professional financial services across cultures. Journal of Marketing, Vol. 74 No. 3, 48-64.
Chang, S. H., Lee, I., Wang, H. H., & Chiou, C. J. (2009). Family caregivers' viewpoints towards quality of long-term care services for community-dwelling elders in Taiwan. Health and Social Care in the Community, 17(3), 312-320.
Chen, C. F., & Tsai, M. H. (2008). Perceived value, satisfaction, and loyalty of TV travel product shopping: involvement as a moderator. Tourism Management, 29(6), 1166-1171.
Chen, C. F. and Wang, J.P. (2016). Customer participation, value co-creation and customer loyalty – A case of airline online check-in system, Computers in Human Behavior, Vol.62, 346-352.
Cheng, S. I. (2011). Comparisons of Competing Models between Attitudinal Loyalty and Behavioral Loyalty, International Journal of Business and Social Science, Vol. 2, (No.10).
Claycomb, C., Lengnick-Hall, C.A. &Inks. L.W. (2001). The Customer as a Productive Resource: A Pilot Study and Strategic Implications. Journal of Business Strategies, 18(1), 47-68.
Cole A. D. (1987). Methodological Contributions to Clinical Research Utility of Confirmatory Factor Analysis in Test Validation Research, Journal of Consulting and Clinical Psychology 1987, Vol. 55, (No. 4),584-594.
Cronin, J. J. Jr., Brady. M, K., and G, Hult. T. M. (2000). "Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments ". Journal of Retailing, 76(2), 193-218.
Czepiel, J. A. and Gilmore R. (1987). Exploring the Concept of Loyalty in Services, in The Services Marketing Challenge: Integrating for Competitive Advantage, J. A. Czepiel, C. A. Congram, and J. Shanahan, eds. Chicago, IL: AMA, 91-94.
Dabholkar, P. A. (1990). How to improve perceived Service Quality by Improving Customer Participation, In Developments in Marketing Science, B.J. Dunlap, ed. Cullowhee, NC: Academy of Marketing Science, 483-487.
Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service qualit, International Journal of Research in Marketing, Vol. 13 , (No. 1), 29-51.
Dabholkar, P. A., & Bagozzi, R. P. (2002). An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184-201.
Day, G. S. (1990). Market Driven Strategy: Processes for Creating Value, The Free Press.
De Jong, Ad, De Ruyter Ko, and Wetzels M. (2006). “Linking Employee Confidence to Performance: A Study of Self-Managing Service Teams,” Journal of the Academy of Marketing Science, 34 (September), 576-587.
Dick, A. S. and Basu K. (1994). "Customer loyalty: Toward an integrated conceptual framework., Journal of the Academy of Marketing Science, 22 (2), 99-113.
Dyer, J. H., & Singh, H. (1998). The relational view: Cooperative strategy and source of interorganizational competitive advantage. Academy of Management Review, 23(4), 660−679.
Eid R., El-Adly M. I., (2015). Measuring the perceived value of malls in a non-Western context:the case of the UAE, International Journal of Retail & Distribution Manageme, Vol. 43 Iss 9, 849 – 869.
Ennew, C. T. and Binks. M. R. (1999). “Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study,” Journal of Business Research, Vol. 46, 121-132.
Etgar, M. (2008). A descriptive model of the consumer co-production process. Journal of the Academy of Marketing Science, 36(1), 97-108.
File, K.M., Judd, B.B. & R.A. Prince. (1992). Interactive Marketing: The Influence of Participation on Positive Word-of-Mouth and Referrals. Journal of Services Marketing, 6(4), 5-14.
Firat, A. F., Dholakia N. and Venkatesh. A. (1995). Marketing in a postmodern World. European Journal of Marketing, Vol. 29(1), 40-56.
Floyd, D. L., Prentice-Dunn, S., & Rogers, R. W. (2000). A meta-analysis of research on protection motivation theory. Journal of Applied Social Psychology, Vol.30, 407-429.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 382-388.
Fornell, M. D. Johnson, E. W. Anderson, J. C., and Bryant, Barbara Everitt (1996), “The American Customer Satisfaction Index: Nature, Purpose, and Findings,” Journal of Marketing, Vol.60, 7-18.
Fredericks, J. O. (2001). Connecting customer loyalty to financial results. Marketing Management, Vol.10, ( No.1), 26-32.
Gallarza, M. G., Saura, I. G., & Holbrook, M. B. (2011). The value of value: Further excursions on the meaning and role of customer value. Journal of Consumer Behaviour, Vol.10, 179–191.
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.
Griffin, J. (1995). Customer Loyalty: How to Earn It, How to Keep It. San Francisco, Jossey-Bass Publishers.
Haumann, T., Pascal, G., Schons, L. M. and Wieseke, J. (2015). Engaging Customers in Coproduction Processes: How Value-Enhancing an Intensity-Reducing Communication Strategies Mitigate the Negative Effects of Coproduction Intensity, Journal of Marketing, Vol. 79, 17-33.
Hepworth, M., & Mateus, P. (1994). Connecting customer loyalty to the bottom line , Canadian Business Review ,21(4) , 40-43.
Holbrook, M. B. (1994). The nature of customer value: an axiology of services in the consumption experience, in Rust, R. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, 21-71.
Holbrook, M. B. (1999). Consumer Value. A Framework for Analysis and Research, Routledge, London.
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customer defect. , Harvard Business Review , Vol. 3(6), 88-99
Jöreskog, K. and Sörbom, D. (1993). LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language. Chicago, IL: Scientific Software International Inc.
Kelley, S. W., Donnelly, J. J. H., Skinner, S. J. (1990). Customer Participation in Service Production and Delivery. Journal of Retailing, 66 (Fall), 315-335.
Kellogg, D. L., Youngdahl, W. E., & Bowen, D. E. (1997). On the re- lationship between customer participation and satisfaction: Two frameworks. International Journal of Service Industry Management, 8(3), 206-219.
Kim, K., Kwon, S., Kurokami, H., & Haruo, O. (2010). A Study of a Scaffolding Support Strategy for Effective Global Interactive Learning: Global Interactive Learning Practice between Japanese Children and Korean Adults. International Journal for Educational Media and Technology, 4(1), 88-96.
Kotler, P. & Keller, K. L. (2006). Marketing Management, (12th ed.), Upper Saddle River, NJ: Prentice Hall.
Kotler, P., & Keller, K. L. (2015). Framework for marketing management, (15th ed.), Upper Saddle River, NJ: Prentice Hall.
Kumar, R., A. Luthra. and G. Datta (2006). Linkages between Brand Personality and Brand Loyalty: A Qualitative Study in an Emerging Market in the Indian Context, South Asian Journal of Management, Vol.13, Issue 2, 11-35.
Kursunluoglu, E. (2011). Customer service effects on customer satisfaction and customer loyalty: a field research in shopping centers in Izmir City-Turkey. International Journal of Business & Social Sciences, 2(17), 52-59.
Lee, J. and Feick L. (2001). The impact of switching costs on the customer-loyalty link: Mobile phone service in France, Journal of Service Marketing, 15(1), 35-48.
Lengnick-Hall, C. A., Claycomb, V., & Inks, L. W. (2000). From recipient to contributor: Examining customer roles and experienced outcomes. European Journal of Marketing, 34, 359-383.
Lent, R. W., & Lopez, F. G. (2002). Cognitive ties that bind: A tripartite view of efficacy beliefs in growth-promoting relationships. Journal of Social and Clinical Psychology, 21, 256-286.
Linnenbrink, E. A., & Pintrich, P. R. (2003). The Role of Self-efficacy Beliefs in Student Engagement and Learning in the Classroom. Reading & Writing Overcoming Learning Difficulties, 19 (2), 119-137.
Locke, E. A., & Latham, G. P. (1990). Work motivation and satisfaction: Light at the end of the tunnel. Psychological Science, 1, 240-246.
Lovelock, C. H. (2001). Prentice Hall International Services Marketing (4th ed.).
Maddux, James E. (1995). Self-Efficacy, Adaptation, and Adjustment: Theory, Research, and Application (The Plenum Series in Social/Clinical Psychology). New York: Plenum Press, 173-202.
McKee, K., Simmers C. S. and Licata J. (2006). Customer self-efficacy and response to service. Journal of Service Research, 8, 207-220.
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Mills, P., K., Morris, J. H. (1986). Clients as 'Partial' Employees: Role Development in Client Participation. Academy of Management Review, 11 (4), 726-735.
Monroe, Kent B., (1990). Pricing: Making Profitable Decisions, New York: McGraw-Hill Book Company, and R. Krishnan, (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.
Muthusamy, S. K. and White, M. A. (2005). Learning and knowledge transfer in strategic alliances: a social exchange view, Organization Studies, Vol. 26 (No. 3), 415-441.
Oliver and R. L. (1999). Whence customer loyalty? Journal of Marketing, 63(4): 33-44 Regan, W.J., (1963), The Service Revolution, Journal of Marketing, 27(3) ,57- 62.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Academy of Marketing Science Journal, 28(1), 168-174.
Payne, A. F., Storbacka, K., & Frow, P. (2008). Managing the Co-Creation of value. Journal of the Academy of Marketing Science, 36(1), 83-96.
Prahalad, C. K. & Ramaswamy, V. (2000). Co-opting Customer Competence. Harvard Business Review, 78(1), 79-87.
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing,18(Summer): 5-14.
Rahman M. M., Carlson J., Rosenberger J.P. (2016). A Hierarchical Model of Perceived Value of Group-Oriented Travel Experiences to Major Events and its Influences on Satisfaction and Future Group-Travel Intentions, Journal of Travel & Tourism Marketing ,1251-1267.
Reibstein and D.J. (2002). What Attracts Customers to Online Stores, and What Keeps Them Coming Back? Journal of the Academy of Marketing Science, 30(4), 465-473.
Riggs, M. L., Jette, W., Betancourt, B., Rence, B., & Hooker, S. (1994). Development and validation of self-efficacy and outcome expectancy scales for job-related applications. Educational and Psychological Measurement, 54, 793-802.
Robinette, S., Brand, C., & Lenz, V. (2001). Emotion marketing: The hallmark way of winning customers for life. New York, NY: McGraw-Hill.
Schunk, D. H. (1989). Social-Regulation of Self-Efficacy and Attribution in Academic Settings. In Zimmerman, B. J., & Schunk, D. H. (Eds.). Self-regulated learning and academic achievement: Theory, research, and practice, 83- 110.
Selnes, F. (1993). “An examination of the effect of product performance on brand reputation, satisfaction and loyalty,” European Journal of Marketing, Vol. 27, (No.9), 19-35.
Sirdeshmukh, D., Singh J., and Sabol B. (2002). Consumer Trust, Value, and Loyalty in Relational Exchanges, Journal of Marketing, 66 (1) ,15-37.
Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer, Journal of Retailing, Vol.74, (No.2), 223-245.
Song H., Cadeaux J., Yu K. (2016). The effects of service supply on perceived value proposition under different levels of customer involvement, Industrial Marketing Management 54, 116–128.
Stum, D., L. & Alain, T.(1991). Building Customer Loyalty, Training and Development Journal, Vol.45, 30-40.
Sweeney, J. C., & Soutar, G., (2001). Consumer perceived value: The development of multiple item scale, Journal of Retailing, 77(2), 203-222.
Teas, R. K. and Agarwal, S. (2000). The Effects of Extrinsic Product Cues on Consumers’ Perceptions of Quality, Sacrifice, and Value, Journal of the Academy of Marketing, Vol.28 (2),.278–290.
Thaler (1985). Does the stock market overreact? Journal of Finance, 40, 793-805.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17.
Walter, A., Ritter, T. and Gemunden, H. G. (2001). Value-creation in Buyer-Seller Relationships: Theoretical Considerations and Empirical Results from a Supplier’s Perspective, Industrial Marketing Management, .30, 365-77.
Webb, D. (2000). Understanding customer role and its importance in the formation of service quality expectations. Service Industries Journal, 20, 1-21.
Woodruff, R. B. and Gardial, S. F. (1996). Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction, Blackwell Business.
Yim, C. K., Chan, K. W., & Lam, S. S. K. (2012). Do customers and employees enjoy service participation? Synergistic effects of self- and other-efficacy. Journal of Marketing, 76, 121-140.
Yi Youjae, Taeshik Gong (2011). Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention, Journal of Business Research, 64, 87-95.
Yue Pan, Simon Sheng, Frank T. X. (2012). Antecedents of customer loyalty: An empirical synthesis and reexamination, Journal of Retailing and Consumer Services,150-158.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence, Journal of Marketing, Vol. 52 (No. 3), 2-22.
Zeithaml, V. A., Berry L. L. and Parasuraman A. (1993). “The nature and determinants of customer expectations of service,” Journal of the Academy of Marketing Science, 21(1), 1-12.
Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. (2009). Services Marketing: Integrating Customer Focus across the Firm, McGraw-Hill.

QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. 汽車維修服務廠服務品質、知覺價值對顧顧客滿意度與顧客忠誠度之影響
2. 值得信賴、信任、價值、滿意度與忠誠度關係之研究─以國際航空旅客為例
3. 服務品質、知覺價值與顧客滿意度、顧客忠誠度之關聯性研究-以網路購物品牌lativ國民服飾為例
4. 游泳俱樂部企業形象、服務品質、知覺價值與顧客滿意度、顧客忠誠度之關係研究
5. 知覺品質、知覺價值、顧客滿意度與顧客忠誠度之研究—以冷藏咖啡為例
6. 影響銀行財富管理顧客忠誠度因素之探討
7. 品牌形象、服務品質、知覺價值、顧客滿意度與顧客忠誠度關係之研究-以旅行業為例
8. 探討網站特性、服務品質、知覺價值、關係品質與顧客忠誠度之關係--以台灣地區資訊產業情報機構的資料庫會員制為例
9. 影響加油站顧客忠誠度因素之探討-以台北地區加油站為例
10. 百貨公司服務品質、知覺價值、 DM廣告對顧客滿意度與顧客忠誠度 之關聯性研究—以台中某百貨公司為例
11. 知覺價值、品牌形象與顧客滿意度對顧客忠誠度影響之研究-以台中市觀光旅館為例
12. 美容沙龍業之顧客忠誠度分析
13. 知覺價值、顧客滿意度與顧客忠誠度之相關研究-以國內五大車廠為例
14. 探討行動通訊服務之服務品質、知覺價值、滿意度與忠誠度之間的關係─以轉換成本為干擾變項
15. 知覺價值、服務品質對顧客滿意度與顧客忠誠度影響之研究-以好市多量販店為例
 
無相關點閱論文