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    政大機構典藏 > 商學院 > 企業管理學系 > 學位論文 >  Item 140.119/83147


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/83147


    题名: 消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響－於三種有形性比重不同服務業之比較
    作者: 柯宜君
    Ko, I-Chun
    贡献者: 別蓮蒂
    柯宜君
    Ko, I-Chun
    关键词: 產品品質
    服務品質
    顧客滿意度
    顧客忠誠度
    日期: 2000
    上传时间: 2016-03-31 13:26:13 (UTC+8)
    摘要: 過去有關服務品質及滿意度的探討多著重在服務品質構面的分析及影響滿意度因素之探討，或是PZB Model的應用，然而服務品質僅為影響顧客滿意度的因素之一，其他如產品品質、價格等因素，都具相當的影響力，因此本研究特針對這個主題進行較完整的探討。
    參考文獻: 一、中文部份
    李永年，民國八十七年六月，「產品品質與服務品質對顧客滿意度及忠誠度之影響-以加油站為例」，國立政治大學企業管理研究所碩士論文。
    別蓮蒂，民國八十七年四月，「中國石油公司加油站顧客消費者行為與滿意度研究」，中國石油股份有限公司委託國立政治大學企業管理學系研究。
    洪順慶，民國八十八年一月，行銷管理，新陸書局。
    喬友慶，民國八十八年六月，「從管理機會方格看顧客滿意度-以銀行業為例」，國立彰化師範大學商業教育學系碩士論文。
    蕭富峰，民國八十五年十一月，「影響服務品質關鍵因素之研究」，國立政治大學企業管理研究所博士論文。
    顏月珠，民國八十四年八月，應用數理統計學，三民書局。
    顧正懿，民國八十四年六月，「關係行銷與顧客滿意度、顧客忠誠度關係之研究-以台灣地區汽車經銷商為例」，國立中正大學企業管理研究所碩士論文。
    二、英文部份
    Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994), “Customer Satisfaction, Market Share, And Profitability: Findings From Sweden, ” Journal of Marketing, Vol. 58, July, pp.53-66.
    Anderson, Eugene W. and Mary W. Sullivan (1990), “Customer Satisfaction and Retention Across Firms.” presentation at the TIMS College of Marketing Special Interest Conference on Services Marketing, Nashville.TN. (September).
    Berry, Leonard L., A. Parasuraman, and Valarie A. Zeithaml (1988), “The Service-Quality Puzzle,” Business Horizons, Sep-Oct, pp.35-43.
    Beckwith, Harry (1997), “Selling the Invisible,” Warner Books, Inc..
    Berman, Barry and Joel R. Evans (1978), Retail Management: A Stragetic Approach, 4th ed., New York: Macmillan Publishing, p.101.
    Carman, James M. (1970), “Correlates of Brand Loyalty: Some Positive Results,” Journal of Marketing Research, Vol.7, pp.67-76.
    Carman, James M. (1990), “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” Journal of Retailing, Vol. 66, No.1, Spring, pp.33-55.
    Cronin, J. Joseph, and Steven A. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, Vol.56, July, pp.55-68.
    Cunningham, Ross M. (1956), “Brand Loyalty: What, Where, How much?” Harvard Business Review, Vol.34, No1, pp.116-128.
    Dabholkar, Pratibha A., Dayle I.Thorpe, and Joseph O. Rentz (1996), “A Measure of Service Quality for Retail Stores: Scale Development and Validation,” Journal of the Academy of Marketing Science, Vol.24, No.1, Winter, pp.3-16.
    Fay, Christopher J. (1994), “Royalties from loyalties,” Journal of Business Strategy, Vol.15, pp.47-51.
    Fornell, Claes (1992), “A national Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, Vol.56, No.1, January, pp.6-21.
    Fredericks, Joan O. and James M. SalterII (1995), “Beyond Customer Satisfaction.” Management Review 84: 29-32.
    Garvin, David A. (1984), “What Does Product Quality Really Mean,” Sloan Management Review, Fall, pp.25-43.
    Gronroos, Christin (1984), “A Service Quality Model and its Marketing Implications,” European Journal of Marketing, Vol.18, No.4, pp.37-45.
    Guest, Lester P. (1955), “Brand Loyalty-Twelve Years Later,” Journal of Applied Psychology, Vol.39, 1955, pp.405-408.
    Heskett, James L., Thomas O. Jones, Gary W. Loveman, W Earl Jr Sasser and Leonard A. Schlesinger (1994), “Putting The Service-Profit Chain To Work,” Harvard Business Review, Vol. 72, No. 2, March-April, pp. 164-172.
    Jacoby, Jacob (1971), “A Model of Multi Brand Loyal,” Journal of Adverting Research, Vol.11, pp.25-30.
    Kolodinsky, Jane (1996), “Consumer Satisfaction with Managed Health Care,” Consumer Interest Annual, Vol.42, pp.97-104.
    Kotler, Philip (1996), “Marketing Management: Analysis, Planning, Implementation, and Control, 9thed,” Prentice-Hall Inc.
    Lehtinen, Uolevi and Jarmo R. Lehtinen (1991), “Two Approachs to Service Quality Diminions,” Service Industries Journal, Vol.11, No3, July, pp.287-303.
    Lewis, Barbara R. and Mitchell, Vincent W. (1990), “Defining and Measuring the quality of Customer Service,” Marketing Intelligence and Planning, Vol.8, pp.11-17.
    Lovelock, Christopher C. (1983), ”Classifying Service to Gain Strategic Marketing Insights,” Journal of Marketing, Vol.47, pp.9-20.
    Monroe, Kent B. and Joseph. P. Guiltinan (1975) “A Path-Analytic Exploration of Retail Patronage Influences,” Journal of Consumer Research, Vol.2, pp.19-28.
    Neal, William D (1999), “Satisfaction is Nice, but Value Drives Loyalty,” Marketing Reasearch, Vol.11, pp.20-23.
    Oliver, Richard L. (1980), “A Cognitive Model of the Antecedents and ConSquare of Satisfaction Decisions,” Journal of Marketing Research, Vol.17, November, pp.460-9.
    Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1988), “Comminucation and Control Processes in the Delivery of Service Quality,” Journal of Marketing, Vol.52, April, pp.35-48.
    Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1991),“Understanding Customer Expectations of Service,” Sloan Management Review, Spring, pp.39-48.
    Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985), “A Conceptual Model of Service Quality and Its implications for Future Research,” Journal of Marketing, Vol.49, Fall, pp.41-50.
    Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol.64, No.1, Springl, pp.12-40.
    Selnes, Fred (1993), “An Examination of the Effect of Product performance on Brand Reputation, Satisfaction and Loyalty,” European Journal of Marketing, Vol27, No9, pp.19-35.
    Shostack, Lynn (1977), “Breaking Free from Product Marketing,” Journal of Marketing, Vol.41, April, pp.73-80.
    Stum, David L and Alain Thiry (1991), “Building Customer Loyalty,” Training and Development Journal, Vol.45, pp.34-36.
    Westbrook, Robert A. (1981), “Sources of Consumer Satisfaction with Retail Outlets, ”Journal of Retaillig, Fall, pp57.
    Zeithaml, Valarie A. (1988), “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, Vol.52, July, pp.2-22.
    Zeithaml, Valarie A. and Mary Jo Bitner (1996), “Service Marketing,” Mcgraw-Hill.
    Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry, (1985), “Problem and Strategies in Service Marketing,” Journal of Marketing, Vol.49, Spring, pp.33-46.
    描述: 碩士
    國立政治大學
    企業管理學系
    87355043
    資料來源: http://thesis.lib.nccu.edu.tw/record/#A2002001996
    数据类型: thesis
    显示于类别:[企業管理學系] 學位論文

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