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    Title: 提昇顧客滿意度--以Lexus在台灣為例
    Improving Customer Satisfaction: The Case of Lexus in Taiwan
    Authors: 戴興夏
    Tai, Hsing-Shia
    Contributors: 于卓民
    Yu, Chwo-Ming Joseph
    戴興夏
    Tai, Hsing-Shia
    Keywords: 顧客滿意
    Customer Satisfaction
    Lexus
    LISREL
    Expectation
    Perceived Quality
    Perceived Value
    CSI Model
    Date: 1998
    Issue Date: 2016-04-20 16:47:43 (UTC+8)
    Abstract: 沒有中文摘要
    As the numbers of manufacturers and providers strive to out-do each other, Taiwan is increasingly becoming a competitive market. As the market becomes competitive, traditional norm was for firms to compete on the basis of price. However, firms are realizing that competing on price does not only decrease their profit margins, but it is also very costly to continuously acquire new customers. Therefore, various firms have started to attach more and more importance on improving customer satisfaction to retain current customers.
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    Collier, David A., The Service/Quality Solution: Using Service Management To Gain Competitive Advantage, Milwaukee, WI: ASQC Quality Press, 1994.
    Davis, Duane, Business Research For Decision Making, 4th ed., Belmont, CA: Wadsworth Publishing Company, 1996.
    Dutka, Alan F., AMA Handbook For Customer Satisfaction: A Complete Guide To Research, Planning & Implementation, Lincolnwood, IL: NTC Business Books, 1994.
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    Garvine, D.A., Managing Quality: The Strategic and Competitive Edge, New York: Free Press, 1998.
    Hair, Joseph F. Junior., Anderson, Ralph E., Tatham, Ronald L., and Black, William C., Multivariate Data Analysis With Readings, 4th ed., Upper Saddle River, NJ: Prentice-Hall, Inc., 1995.
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    Kessler, Sheila, Measuring and Manageing Customer Satisfaction: Going For The Gold, Milwaukee, WI: ASQC Quality Press, 1996.
    Hayes, Bob E., Measuring Customer Satisfaction: Survey Design, Use, And Statistical Analysis Methods, 2nd ed., Milwaukee, WI: ASQC Quality Press, 1998.
    Kotler, Philip, Ang, Swee Hoon., Leong, Siew Meng., & Tan, Chin Tiong., Marketing Management: An Asian Perspective, Singapore: Prentice Hall Simon & Schuster (Asia) Pte Ltd., 1996.
    *Lin, Yang-Zhu, “Research of Customer Satisfaction Decision Model and Effects: Substantiation of Personally Used Small Automobile in Taiwan,” Doctor Degree Thesis, National Taiwan University, 1996.
    Oliver, Richard L., “A Cognitive Model of the Antecedents and Consequence of Satisfaction Decisions,” Journal of Marketing Research, Vol. 17, November, 1980, pp.460-469.
    Oliver, Richard L., “A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts.” In Swartz, T.A., Bowen, D.E., & Brown, S.W., ed., Advances in Service Marketing and Management: Research and Practice, Greenwich, CT: JAI, 1993.
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    *Tsai, He-Qi, “Research Of Product Warranty And Country Of Origin Effect Influence On Customer Attitude,” Master Degree Thesis, National Cheng-Chi University, 1998.
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    Literatures with * indicates that they are written in Chinese. Authors’ names and their titles were translated.
    Description: 碩士
    國立政治大學
    企業管理學系
    86355067
    Source URI: http://thesis.lib.nccu.edu.tw/record/#B2002001373
    Data Type: thesis
    Appears in Collections:[Department of Business Administation] Theses

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