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    Title: 服務品質與關係行銷對顧客信任與滿意度的影響:以投信機構為例
    Authors: 陳沅易
    Chen, Yuan Yih
    Contributors: 邱志聖
    陳沅易
    Chen,Yuan Yih
    Keywords: 服務品質
    關係行銷
    滿意度
    忠誠度
    共同基金
    投信公司
    顧客信任
    期望
    績效
    失驗
    Service quality
    relationship marketing
    satisfaction
    loyalty
    mutual fund
    Date: 1998
    Issue Date: 2016-04-20 17:16:10 (UTC+8)
    Abstract:   本研究主要是在探討共同基金投資人對於投信公司所提供服務品質的期望與實際感受?以及這些因素對於滿意度與忠誠度的影響程度?以及瞭解共同基金投資人對於最常往來的投信公司進行的關係行銷活動是否能增加其信任程度?對滿意度與忠誠度影響如何?整合上述兩支研究架構,建立一整體概念模型,以目前共同基金投資人為研究對象,瞭解共同基金投資人感受服務品質與關係行銷過程對於滿意度與顧客信任的影響。
    Reference: 一、中文書目
    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。
    陳淑玲,共同基金投資指南,台灣經濟新報出版社,民國八十七年。
    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。
    王立仲,服務業關係行銷之研究,政治大學企業管理研究所未出版碩士論文,民國八十七年。
    李永年,商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,政治大學企業管理研究所未出版碩士論文,民國八十七年。
    二、英文書目
    Anderson, Eugene W. and Mary W. Sulluvan (l993) “The Antecedents and Consequences of Customer Satisfaction for Firms,” Marketing Science, 12 (Spring), 125-143.
    Anderson, Ralph E. (1973), “Consumer Dissatisfaction: The effect of Disconfirmed Expectancy on Perceived Product Performance,” Journal of Marketing Research, 10 (February), 38-44.
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    Oliver, Richard L. (1976), “Effect of Expectation and Disconfirmation on Post-exposure Product Evaluations: An Alternative Interpretation,” Journal of Applied Psychology, Vol.62 (August), 480-486.
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    -------- (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, Vol.20, (December), 418-430
    -------- and William O. Bearden (1983), “The Role of Involvement in Satisfaction Process,” Advances in Consumer Research, 250-255.
    -------- and Wayne S. DeSarbo (1988), “Response Determinants in Satisfaction Judgment,” Jounal of Consumer Research, Vol.14 (March), 495-507.
    Olshavsky, Richard N. and John A. Miller (1972), “Consumer Expectations, Product Performance, and Perceived Product Quality,” Journal of Marketing Research, Vol.9 (Febuary), 19-21.
    Olson, Jerry C. and Philip Dover (1976), “Effect of Expectation Creation and Disconfirmation on Belief Elements of Cognitive Structure,” Advances in Consumer Research, Vol.3, 168-175.
    -------- and -------- (1979), “Disconfirmation of Consumer Expectations Through Product Trial,” Journal of Applied Psychology, 64 (April), 179-189.
    Patterson, Paul G. (1993), “Expectation and Product Performance as Determinants of Satisfaction for a High-Involvement Purchase.” Psychology & Marketing, 10 (Sept/Oct), 499-465.
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    Tse, David K. and Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 25 (May), 204-212.
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    Zeithaml, Valarie A. and Mary Jo Bitner (1996), Service Marketing, McGraw-Hill.
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    Description: 碩士
    國立政治大學
    國際經營與貿易學系
    84351016
    Source URI: http://thesis.lib.nccu.edu.tw/record/#B2002001527
    Data Type: thesis
    Appears in Collections:[國際經營與貿易學系 ] 學位論文

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