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研究生:黃郁玟
研究生(外文):HUANG, YU-WEN
論文名稱:顧客導向對顧客感知價值的影響:顧客體驗為中介角色
論文名稱(外文):The Effects of Customer Orientation on Customer Perceived Value: Customer Service Experience as a Mediator
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:49
中文關鍵詞:顧客導向顧客體驗顧客感知價值中介效果
外文關鍵詞:Customer orientationCustomer service experienceCustomer perceived valueMediating effect
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目錄
第一章 緒論1
第一節 研究背景與動機1
第二節 理論基礎2
第三節 研究目的2
第四節 論文結構與研究流程3
第二章 文獻探討4
第一節 顧客導向(Customer orientation)4
第二節 顧客體驗(Customer service experience)6
第三節 顧客導向與顧客體驗的關係8
第四節 顧客感知價值(Customer perceived value)9
第五節 顧客體驗與顧客感知價值的關係11
第六節 顧客導向與顧客感知價值的關係12
第七節 中介效果13
第三章 研究方法14
第一節 研究架構與假設14
第二節 數據蒐集與資料分析14
第三節 測量方法15
第四章 研究結果17
第一節 樣本結構17
第二節 信度與效度分析18
第三節 結構模型分析22
第五章 研究結論與建議23
第一節 研究結果與討論23
第二節 管理意涵25
第三節 研究限制與未來發展 26
參考文獻 28
附錄39
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