查詢結果分析
相關文獻
- 公平知覺與顧客忠誠關聯之驗證:關係品質的角色
- 網路書店關係品質與顧客忠誠度模式之研究
- 理財專員屬性、關係銷售行為、關係品質與顧客忠誠度關係之研究--以財富管理為例
- 關係行銷結合方式對關係品質與顧客忠誠度影響之研究--以臺北一信房貸顧客為例
- 服務品質、關係品質與顧客忠誠度之研究--以餐飲業為例
- 服務品質、關係品質以及顧客生活型態與顧客忠誠度意向關係之實證研究--以國內餐飲業為例
- 主題遊樂園的企業形象、服務品質、關係品質與顧客忠誠度之關聯性研究
- 顧客忠誠度與其前置因素間之關係影響研究--以醫療服務業為例
- 品牌形象、關係品質、關係價值影響顧客滿意度與顧客忠誠度模式之建構--以屏東縣萬巒鄉海鴻飯店消費者為例
- 服務接觸對企業形象與顧客忠誠度之影響--關係品質之中介效果
頁籤選單縮合
題 名 | 公平知覺與顧客忠誠關聯之驗證:關係品質的角色=Examining Relationships between Perceived Fairness and Customer Loyalty: The Roles of Relationship Quality |
---|---|
作 者 | 施錦村; | 書刊名 | 科技管理學刊 |
卷 期 | 13:3 2008.09[民97.09] |
頁 次 | 頁60-86 |
分類號 | 496.7 |
關鍵詞 | 公平知覺; 關係品質; 顧客忠誠; Perceived fairness; Relationship quality; Customer loyalty; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究利用不同驗證模型實證公平知覺(支付公平、互動公平及程序公平)與顧客忠誠的關聯性,同時也驗證關係品質在二者間之中介角色。雖然顧客忠誠仍是21世紀經營管理最盛行的研究課題,且往往相同的類型研究,却有不同的實證結果,而這種情形却鮮有人加以驗證。有鑑於此,仍整合過去實證研究,提出三種驗證模型(直接效果模型、完全中介模型及不完全中介模型)加以競爭比較。驗證結果,不完全中介模型具有最佳整體模型適合度,在該模式各潛在變數間,除互動公平、程序公平與顧客忠誠外,其餘路徑都達顯著水準,且程序公平與顧客忠誠間之弱勢直接效果(0.1顯著水準),是其他忠誠架構研究中未曾驗證的結果,此為未來相關研究值得注意的議題。 |
英文摘要 | This study examined the relationships between perceived fairness (payment equity, interaction fairness and procedural fairness) and customer loyalty, simultaneously examined the mediating roles of relationship quality among them by different empirical models. Although a study of customer loyalty also will prevail in the 21 century business management area, and there are different empirical results in the same type studies, but little study validates above issues in the previous researches. Based on those reasons, this study integrates past empirical results and addresses 3 different models (Direct Effect Model, Full Mediate Model and Non-full Mediate Model) to examine. The empirical results confirm that the "Non-full Mediate Model" is the best fitness model among them. They also confirm paths of "Non-full mediate Model" are significant except between interaction fairness, procedural fairness and customer loyalty. Furthermore, it is a notice issue that there is a weak direct effect (90% significant) between procedural fairness and customer loyalty, this result has not been examined by previous study. |
本系統中英文摘要資訊取自各篇刊載內容。