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    題名: 在不提升顧客期望之下追求顧客滿意－歸因理論之應用
    作者: 李宛容
    貢獻者: 邱志聖
    李宛容
    關鍵詞: 顧客期望
    顧客滿意度
    歸因理論
    ELM理論
    產品知識
    日期: 2001
    上傳時間: 2016-04-18 16:24:26 (UTC+8)
    摘要: 追求顧客滿意對任何一家公司來說都是重要的，畢竟一家公司若沒有顧客，公司就不會有利潤，公司一旦沒有利潤，公司也無生存的機會。如果當產品或服務能夠滿足顧客在消費之前的期望時，顧客滿意度就會提昇，不過，當顧客的這次消費的滿意度提昇後，通常顧客會抱著更大的期望來做下一次的消費，所以公司要滿足顧客下一次的期望，將會付出比這回還要多的成本與心力。若希望不斷的追求顧客滿意，可能公司要不斷地增加成本與心力來達成，這應該不是公司所樂見的。
    參考文獻: 一、中文書目
    丁興祥、李美枝、陳皎眉，社會心理學，國立空中大學用書，民國七十七年。
    毛曉夫，來源國形象對顧客滿意度之影響—以ELM模式為理論基礎，政治大學國際貿易研究所未出版碩士論文，民國八十六年。
    李美枝，社會心理學—理論研究與應用，大洋出版社，民國七十六年。
    吳民隆，SPSS統計應用實務，松岡電腦圖書資料公司，民國八十九年。
    林財丁，消費者心理學，書華出版公司，民國八十四年。
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    陳仲熙，產品知識及來源國形象對顧客滿意度之影響，政治大學國際貿易研究所未出版碩士論文，民國八十七年。
    許慧娟，顧客滿意服務品質與服務價值關係之研究，中原大學企業管理研究所未出版碩士論文，民國八十三年。
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    二、英文書目
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    Gotlieb, Jerry B., Dhruv Grewal and Stephen W. Brown. 1994. “Consumer Satisfaction and Perceived Quality: Complementary or Divergent Constructs?” Journal of Applied Psychology Vol.79(6):875-885.
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    Kelley, H. H.. 1967. “Attribution Theory in Social Psychology.” D. Levine (ed.), Nebraska Symposium on Motivation: 192-238, Lincoln, NE: University of Nebraska Press.
    Kelley, H. H.. 1973. “The Process of Causal Attribution.” American Psychologist 28: 107-128.
    Kelley, H. H., and John L. Michela. 1980. “Attribution Theory and Research.” Annual Review of Psychology 31: 457-501.
    Kurtz, D.L. and K. E. Clow. 1998. “Service Marketing” John Wiley & Sons, Inc.
    Oliver, Richard L.. 1976. “Effect of Expectation and Disconfirmation on Post-exposure Product Evaluations: An Alternative Interpretation.” Journal or Psychology Vol. 62(August): 480-486.
    Oliver, R. L..1981. “Measurement and Evaluation of Satisfaction Process in Retail Settings.” Journal of Retailing Vol. 57.
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    Oliver, R. L., and W. S. DeSarbo. 1988. “Response Determinants on Satisfaction Judgment.” Journal of Consumer Research 14:495-507.
    Parasuraman, A., V. A. Zeithaml, and L. L. Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing Vol.49: 41-50.
    Petty, Richard E. and John T. Cacioppo.1981. Attitude and Persuasion: Classic and Contemporary Approaches, Dubuque, IA:Wm. C. Brown Company.
    Petty, Richard E.and John T. Cacioppo. 1984 “The Elaboration Likelihood Model of Persuasion.” Advances in Consumer Research Vol11: 673-675.
    Petty, Richard E.and John T. Cacioppo. 1986. “The Elaboration Likelihood Model of Persuasion.” Advances in Experimental Social Psychology 19: 123-205.
    Rust, Roland T. and Richard L. Oliver. 2000. “Should We Delight the customer?” Journal of the Academy of Marketing Science Vol 28:86-94.
    Sears, David O., Jonathan L. Freedman and Letitia Anne Peplau. Social Psychology. Fifth Edition.
    Tse, David K. and Peter C. Wilton. 1998. “Models of Consumer Satisfaction Formation: An Extension.” Journal of Marketing Research 25(May): 204-212.
    Westbrook, Robert A..1980. “A Rating Scale for Measuring Product/Service Satisfaction.” Journal of Marketing Vol.44 (Fall): 68-72.
    Westbrook, Robert A..1980. “Consumer Satisfaction as a function of Personal Competence/Efficacy.” Journal of the Academy of Marketing Science Vol.8 (Fall): 427-437.
    Wirth, Jochen and John E. G. Bateson. 1999. “Consumer Satisfaction with Service: Integrating the Environment Perspective in Service Marketing into the Traditional Disconfirmation Paradigm.” Journal of Business Research 44: 455-66.
    Woodruff, Robert., Ernest R. Cadotte and Roger L. Jenkins. 1993. “Modeling Consumer Satisfaction Processes Using Experience-Based Norms.” Journal of Marketing Research 20(August): 296-304.
    Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman. 1996. “The Behavioral Consequences of Service Quality.” Journal of Marketing Vol.60 (April): 31-46.
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    描述: 碩士
    國立政治大學
    國際經營與貿易學系
    88351026
    資料來源: http://thesis.lib.nccu.edu.tw/record/#A2002001515
    資料類型: thesis
    顯示於類別:[國際經營與貿易學系 ] 學位論文

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