查詢結果分析
相關文獻
- 顧客滿意:個人與組織層次實證文獻回顧
- 行銷平行研究--顧客滿意與服務品質之回顧
- 顧客滿意度對廠商績效的關係是否受到產業集中度干擾之探討
- 顧客滿意度對公司長期投資價值的影響是否受到產業集中度干擾之探討
- 顧客滿意度對公司長期投資價值是否會受到產業集中度的干擾
- 顧客滿意的5個M品質
- How to Introduce "Customer Satisfaction orientation of Total Quality Management" to the Military Organization
- 全面品質管理對顧客滿意經營與服務品質提升影響程度之實證研究--以銀行信用卡業務為例
- 個人--環境配適與金門觀光滿意度之研究
- 花蓮金融業顧客滿意度之研究
頁籤選單縮合
題 名 | 顧客滿意:個人與組織層次實證文獻回顧=Customer Satisfaction: A Literature Review of Empirical Researches at Individual and Organizational Level of Analysis |
---|---|
作 者 | 潘柏維; 葉日武; | 書刊名 | 顧客滿意學刊 |
卷 期 | 11:2 2015.09[民104.09] |
頁 次 | 頁241-269 |
分類號 | 496.7 |
關鍵詞 | 顧客滿意; 失驗典範; 品質-滿意-忠誠鏈; 財務績效; Customer satisfaction; Disconfirmation paradigm; Quality-satisfaction-loyalty chain; Financial performance; |
語 文 | 中文(Chinese) |
中文摘要 | 顧客滿意是行銷和顧客行為領域最重要的構念之一,本研究扼要回顧既有的顧客滿意相關研究,涵蓋了初期的失驗典範,目前廣受接納的品質-滿意-忠誠鏈,新構念問世後衍生的因果路徑爭議,可能影響因果路徑強度的調節構念,以及組織層次的相關實證研究等。在扼要回顧每條研究路線之後,還另行提出部份待探討問題,供有意進行後續研究的讀者參考。這些回顧與討論理應有助於對顧客滿意相關議題獲得較完整深入的暸解,同時也有助於掌握未來可能的研究方向,降低理論與實務落差的疑慮,確認顧客滿意研究的正當性。 |
英文摘要 | Customer satisfaction is one of the most important constructs in marketing and buyer behavior. This article provides a concise review of the researches on various issues of customer satisfaction, including the disconfirmation paradigm in the early stage, the generally accepted quality-satisfaction-Ioyalty chain, the causality controversies introduced by some new construets, the potential moderators between satisfaction and its antecedent and consequence, and the research efforts at the organization level of analysis. Also, some emerging or possible research streams are provided for those researchers who are interested in the development and validation of new models. These materials should be helpful for a more completed and in-depth understanding of the possible directions and undeniable legitimacy of customer satisfaction research. |
本系統中英文摘要資訊取自各篇刊載內容。