政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/78161
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文筆數/總筆數 : 113318/144297 (79%)
造訪人次 : 50960878      線上人數 : 953
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜尋範圍 查詢小技巧：
  • 您可在西文檢索詞彙前後加上"雙引號"，以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋，建議至進階搜尋限定作者欄位，可獲得較完整資料
    •  進階搜尋
    政大機構典藏 > 商學院 > 資訊管理學系 > 會議論文 >  Item 140.119/78161


    請使用永久網址來引用或連結此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/78161


    題名: Relationship Quality and Customer Voluntary Performance Behavior: A Perspective of Social Exchange
    作者: Dai, You-De;Chen, Kuan-Yang;Wu, Shou-Chien
    貢獻者: 資管系
    日期: 2014
    上傳時間: 2015-09-02 15:33:15 (UTC+8)
    摘要: The importance of developing and maintaining long-term relationships with customers is generally accepted in relationship quality (RQ) of marketing literature. Moreover, how firms can motivate their customers to display customer voluntary performance behavior (CVPB, which refers to helpful, discretionary customer behaviors that support the ability of the firm to deliver service quality) is just a focal point of hospitality relationship marketing and has attracted scholars` attention. This study is to develop a model examining relationships between three social exchange antecedents (determinants of RQ: customer satisfaction, trust, and commitment) and three CVPB (loyalty, cooperation, and participation) in lodging services. The findings indicate that theoretical constructs and hypotheses are almost supported. For academicians, the results provide theoretical insight into the motivation for customer voluntary behaviors through an empirical investigation. For practitioners, the findings provide ideas about how to develop customers as partners in service quality.
    關聯: Annual International Conference on Business Strategy & Organizational Behaviour (BizStrategy), 2014, 68-75
    資料類型: conference
    DOI 連結: http://dx.doi.org/10.5176/2251-1970_THoR14.04
    DOI: 10.5176/2251-1970_THoR14.04
    顯示於類別:[資訊管理學系] 會議論文

    文件中的檔案:

    檔案 描述 大小格式瀏覽次數
    68-75.pdf2052KbAdobe PDF2505檢視/開啟


    在政大典藏中所有的資料項目都受到原著作權保護.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回饋