跳到主要內容

臺灣博碩士論文加值系統

(44.222.134.250) 您好!臺灣時間:2024/10/13 09:57
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:林君蕾
研究生(外文):LIN, CHUN-LEI
論文名稱:顧客參與對感知價值的影響:關係品質扮演的前置角色
論文名稱(外文):The Effects of Customer Participation on Perceived Value: TheAntecedent Role of Relationship Quality
指導教授:吳毓麒吳毓麒引用關係
指導教授(外文):WU, YU-CHI
口試委員:楊一峰蔡進士
口試委員(外文):YANG, YI-FENGTSAI, CHIN-SHIH
口試日期:2020-06-25
學位類別:碩士
校院名稱:國立高雄大學
系所名稱:經營管理研究所
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:2020
畢業學年度:108
語文別:中文
論文頁數:34
中文關鍵詞:關係品質信任滿意度顧客參與感知價值
外文關鍵詞:Relationship qualityTrustSatisfactionCustomer participationCustomer participation, Perceived value
相關次數:
  • 被引用被引用:0
  • 點閱點閱:177
  • 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
目錄
摘要 I
ABSTRACT II
致謝辭 III
第壹章 緒論 1
第一節 研究現象 1
第二節 理論基礎 2
第三節 研究目的 2
第四節 研究貢獻 2
第貳章 文獻探討 3
第一節 顧客參與(Customer Participation) 3
第二節 感知價值(Perceived Value) 4
第三節 顧客參與和感知價值之間的關係 5
第四節 關係品質(Relationship Quality) 6
第五節 關係品質和顧客參與之間的關係 7
第參章 方法論 9
第一節 研究架構與假設 9
第二節 樣本蒐集 9
第三節 測量方法 10
第肆章 研究結果 10
第一節 基本資料概述 10
第二節 測量模型檢驗 11
第三節 結構模型檢驗 13
第伍章 結論與建議 14
第一節 結論 14
第二節 管理意涵 15
第三節 研究限制與未來方向 16
參考文獻 18
附錄 25

表目錄
表3-1 研究假設 9
表4-1 受訪者基本資料 11
表4-2 測量模型配適度指標 12
表4-3 CR與AVE 13
表4-4 結構模型配適度指標 13
表4-5 假設檢驗結果 14

圖目錄
圖3-1 研究架構圖 9
圖4-1 結構模型路徑圖 14

Aarikka-Stenroos, L., & Jaakkola, E. (2012). Value co-creation in knowledge intensive business services: A dyadic perspective on the joint problem solving process. Industrial marketing management, 41(1), 15-26.
Alexander, M., & Jaakkola, E. (2015). Customer engagement behaviours and value co-creation. Customer Engagement Contemporary Issues and Challenges.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Bagozzi, R. P. (1975). Marketing as exchange. Journal of marketing, 39(4), 32-39.
Berry, L. L. (1983). Relationship marketing. Emerging perspectives on services marketing, 66(3), 33-47.
Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of retailing, 73(3), 383.
Bettencourt, L. A., Ostrom, A. L., Brown, S. W., & Roundtree, R. I. (2002). Client co-production in knowledge-intensive business services. California management review, 44(4), 100-128.
Blau, P. (1964). Power and exchange in social life. NY: John Wiley & Sons.
Boksberger, P. E., & Melsen, L. (2011). Perceived value: a critical examination of definitions, concepts and measures for the service industry. Journal of services marketing, 25(3), 229-240.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of consumer research, 17(4), 375-384.
Bove, L. L., Pervan, S. J., Beatty, S. E., & Shiu, E. (2009). Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research, 62(7), 698-705.
Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), 34-49.
Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of service research, 14(3), 252-271.
Brown, J., Broderick, A. J., & Lee, N. (2007). Word of mouth communication within online communities: Conceptualizing the online social network. Journal of interactive marketing, 21(3), 2-20.
Carlson, J., Rahman, M., Voola, R., & De Vries, N. (2018). Customer engagement behaviours in social media: capturing innovation opportunities. Journal of Services Marketing.
Chan, K. W., Yim, C. K., & Lam, S. S. (2010). Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of marketing, 74(3), 48-64.
Chen, J. L. (2016). The relationship among service quality, relationship quality, and customer loyalty for chain restaurant industry. International Journal of Marketing Studies, 8(3), 33-42.
Crawford, D. A., & Worsley, A. (1988). Dieting and slimming practices of South Australian women. Medical Journal of Australia, 148(7), 325-331.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of marketing, 54(3), 68-81.
Dong, B., & Sivakumar, K. (2017). Customer participation in services: domain, scope, and boundaries. Journal of the Academy of Marketing Science, 45(6), 944-965.
Emerson, R. M. (1976). Social exchange theory. Annual review of sociology, 2(1), 335-362.
Etgar, M. (2008). A descriptive model of the consumer co-production process. Journal of the academy of marketing science, 36(1), 97-108.
Fombrun, C., & Shanley, M. (1990). What's in a name? Reputation building and corporate strategy. Academy of management Journal, 33(2), 233-258.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Gallan, A. S., Jarvis, C. B., Brown, S. W., & Bitner, M. J. (2013). Customer positivity and participation in services: an empirical test in a health care context. Journal of the Academy of Marketing Science, 41(3), 338-356.
Gergen, K. J. (1969). The psychology of behavior exchange.
Granovetter, M. (1992). Economic institutions as social constructions: a framework for analysis. Acta sociologica, 35(1), 3-11.
Granovetter, M. (2005). The impact of social structure on economic outcomes. Journal of economic perspectives, 19(1), 33-50.
Grönroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co-creation. Journal of the academy of marketing science, 41(2), 133-150.
Groth, M. (2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of management, 31(1), 7-27.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis (5th ed.). New York: Macmillan.
Hänninen, N., & Karjaluoto, H. (2017). Environmental values and customer-perceived value in industrial supplier relationships. Journal of Cleaner Production, 156, 604-613.
Hennig‐Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & marketing, 14(8), 737-764.
Holbrook, M. B. (1994). The nature of customer value: an axiology of services in the consumption experience. Service quality: New directions in theory and practice, 21(1), 21-71.
Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of interactive marketing, 28(2), 149-165.
Kankanhalli, A., Tan, B. C., & Wei, K. K. (2005). Contributing knowledge to electronic knowledge repositories: An empirical investigation. MIS quarterly, 29(1).
Kim, H., Woo, E., & Uysal, M. (2015). Tourism experience and quality of life among elderly tourists. Tourism management, 46, 465-476.
Kollock, P. (1998). The economies of online cooperation: Gifts and public goods in computer communities. Communities in cyberspace.
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: capturing total customer engagement value. Journal of service research, 13(3), 297-310.
Laud, G., & Karpen, I. O. (2017). Value co-creation behaviour–Role of embeddedness and outcome considerations. Journal of Service Theory and Practice, 27(4), 778-807.
Macneil, I. R. (1980). Power, contract, and the economic model. Journal of Economic Issues, 14(4), 909-923.
Meng, J. G., & Elliott, K. M. (2008). Predictors of relationship quality for luxury restaurants. Journal of Retailing and Consumer Services, 15(6), 509-515.
Miles, I. (2005). Knowledge intensive business services: prospects and policies. foresight, 7(6), 39-63.
Miracle Qi, J., Ellinger, A. E., & Franke, G. R. (2018). Work design and frontline employee engagement. Journal of Service Theory and Practice, 28(5), 636-660.
Molm, L. D. (1997). Coercive power in social exchange. Cambridge University Press.
Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination. International Journal of service Industry management, 8(5), 414-434.
Rahmani-Nejad, L., Firoozbakht, Z., & Taghipoor, A. (2014). Service quality, relationship quality and customer loyalty (Case study: Banking industry in Iran). Open Journal of Social Sciences, 2(04), 262.
Resnick, E. (2001). Defining engagement. Journal of International Affairs, 551-566.
Richard, L. O. (1997). Satisfaction: a behavioral perspective on the consumer. New York.
Roloff, M. E., & Miller, G. R. (1987). Interpersonal processes: New directions in communication research.
Salami, M. P. (2009). Impact of customer relationship management (CRM) in the Iran banking sector. International journal of organizational innovation, 2(1).
Sánchez-Fernández, R., & Iniesta-Bonillo, M. Á. (2006). Consumer perception of value: literature review and a new conceptual framework. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 19, 40.
Schlenker, B. R., Helm, B., & Tedeschi, J. T. (1973). The effects of personality and situational variables on behavioral trust. Journal of personality and social psychology, 25(3), 419.
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Consumption values and market choices: Theory and applications, 16-74. Cinicinnati, OH: South-Western Pub.
Skjølsvik, T., Løwendahl, B. R., Kvålshaugen, R., & Fosstenløkken, S. M. (2007). Choosing to learn and learning to choose: Strategies for client co-production and knowledge development. California Management Review, 49(3), 110-128.
Smith, B. (1998). Buyer‐seller relationships: bonds, relationship management, and sex‐type. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration, 15(1), 76-92.
Song, Y., Guo, S., & Zhang, M. (2019). Assessing customers' perceived value of the anti-haze cosmetics under haze pollution. Science of The Total Environment, 685, 753-762.
Swan, J. E., Trawick, I. F., & Silva, D. W. (1985). How industrial salespeople gain customer trust. Industrial Marketing Management, 14(3), 203-211.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of retailing, 77(2), 203-220.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of retailing, 75(1), 77-105.
Tiggemann, M. (1992). Body-size dissatisfaction: Individual differences in age and gender, and relationship with self-esteem. Personality and Individual Differences, 13(1), 39-43.
Uzkurt, C. (2009). Customer participation in the service process: a model and research propositions. International journal of services and operations management, 6(1), 17-37.
Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of service research, 13(3), 253-266.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of marketing, 68(1), 1-17.
Verleye, K., Gemmel, P., & Rangarajan, D. (2014). Managing engagement behaviors in a network of customers and stakeholders: Evidence from the nursing home sector. Journal of service research, 17(1), 68-84.
Westbrook, R. A. (1981). Sources of consumer satisfaction with retail outlets. Journal of retailing, 57(3), 68-85.
Wooley, O. W., Wooley, S. C., & Dyrenforth, S. R. (1979). Obesity and women—II. A neglected feminist topic. Women's Studies International Quarterly, 2(1), 81-92.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.

電子全文 電子全文(網際網路公開日期:20250703)
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊