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    题名: 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
    作者: 陳沅易
    Chen, Yuan Yih
    贡献者: 邱志聖
    陳沅易
    Chen,Yuan Yih
    关键词: 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
    日期: 1998
    上传时间: 2016-04-20 17:16:10 (UTC+8)
    摘要: 　　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。
    參考文獻: 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.
    Bearden, William O. and Jesse E. Teel (1983), “Selected Determinants of Consumer Satisfaction and Complaint Reports,” Journal of Marketing Research, 20 (February), 21-28.
    Berry , Leonard L.,G. Lynn Shostack , and Gregory Upah. “Relationship marketing ,”Emerging Perspectives on Service Marketing. Chicago , IL: American Marketing Association, 1983, 25-28.
    --------, and Parasuraman , A., Marketing Services - Competing through Quality, New York: The Free Press, 1991.
    Brock Smith J. (1997), “Selling Alliances ：Issues and Insights,”Industrial Marketing Management ,” 26, 149-161.
    Cadotte, Ernst R., R. B. Woodruff, and R.L. Jenkins (1987), “Expectations and Norms in Models of Consumer Satisfaction,” Journal of Marketing Research, 24 (August), 305-314.
    Cardozo, Richard M. (1965), “An Experimental Study of Consumer Effort, Expectation and Satisfaction,” Journal of Marketing Research, 2 (August), 244-249.
    Chiou, Jyh-shen and Cornelia Droge (1995), “Satisfaction Formation: A Contingency Framework,” Proceedings of the 1995 AMA Summer Educators Conference, 50-57.
    Christy Richard , Gordon Oliver and Joe Penn (1996) “Relationship Marketing in Consumer Markets,” Journal of Marketing Management, (Dec.), 161-173.
    Churchill, Gilbert A., Jr. and Carol Surprenant (1982), “An Investigation into the Determinants of Consumer Satisfaction,” Journal of Marketing Research, 19 (November), 491-504.
    Copeland, Melvin T. (1923), “The Relation of Consumers` Buying Habits to Marketing Methods,” Harvard Business Review, 1 (April), 67-86.
    Cronin , Joseph J. , Jr. and Steven A. Taylor (1996), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, Vol.56 (July), 55-68.
    Evans Joel R., and Richard L. Laskin(1994), “The Relationship Marketing Process: A Conceptualization and Application ,” Industrial Marketing Management, Vol.23 , 439-452.
    Fornell, Claes(1992), “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, Vol.56 (January), 403-412.
    Grewal, Dhruv (1995), “Product Quality Expectations: Towards an Understanding of their Antecedents and Consequences,” Journal of Business and Psychology, Vol.9(3), 225-240.
    Hoch, Stephen J. and John Deighton (1989), “Managing What Consumers Learn From Experience,” Journal of Marketing, Vol.53 (April), 1-20.
    Jerry B. Gotlieb, 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.
    LaTour, Stephen A., and Nancy C. Peat (1979), “Conceptual and Methodological Issues in Satisfaction Research,” Advances in Consumer Research, Vol.6, 431-437.
    -------- and -------- (1980), “The Role of Situationally-Produced Expectations, Others’ Experiences, and Prior Experience in Determining Consumer Satisfaction,” Advances in Consumer Research, Vol.7, 588-592.
    Nyer, Prashanth U. (1996), “The Determinants of Satisfaction: An Experimental Verification of the Moderating Role of Ambiguity,” Advances in Consumer Research, Vol.23, 255-259.
    Nunnally, J. (1978), Psychometric Methods, 2nd ed. McGraw-Hill Book Co. .
    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.
    -------- (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, Vol.17, (November), 460-469.
    -------- (1989), “Processing of the Satisfaction Response in Consumption: A Suggested Framework and Research Propositions,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol.2, 1-16.
    -------- (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.
    Spreng, Richard A. and Richard W. Olshavsky (1993), “A Desires Congruency Model of Consumer Satisfaction,” Journal of Academy of Marketing Science, 21 (Summer), 167-177.
    -------- and --------, and Scott. B. Mackenzie (1996), “A Reexamination of the Determinants of Consumer Satisfaction,” Journal of Marketing, Vol.60 (July), 15-32.
    Ruyter Ko de , Jose` Bloemer , Pascal Peeters (1997), “Merging service quality and service satisfaction An empirical test of an integrative model ,” Journal Economic Psychology , 18 , 387-406.
    Swan, John E. and Linda J. Combs (1976), “Product Performance and Consumer Dissatisfaction: A New Concept,” Journal of Marketing Research, 40 (April), 25-33.
    -------- and Warren S. Martin (1981), “Testing Comparison Level and Preditctive Expectations Models of Satisfaction,” Advances in Consumer Research, Vol.8, 77-82.
    -------- and I. Fredrick Trawick (1980), “Inferred and Perceived Disconfirmation in Consumer Satisfaction,” Marketing in the 80’s, Proceedings of the AMA Educators’ Conference, Chicago, 97-101.
    Teas Kenneth R. (1993), “Expectations, Performance Evaluation, and Consumers` Perceptions of Quality ,” Journal of Marketing, Vol.57 (Oct.), 18-34.
    Thorsten Henning-Thurau and Alexander Klee (1997), “The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development,” Psychology & Marketing, Vol. 14(8) (Dec.), 737-764.
    Trawick, Fredrick I. and John E. Swan (1981), “Satisfaction Related to Predictive vs. Desired Expectation,” New Finding on Consumer Satisfaction and Complaining, 7-12.
    Tse, David K. and Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 25 (May), 204-212.
    Woodruff, Robert., Ernest R. Cadotte, and Roger L. Jenkins (1983), “Modeling Consumer Satisfaction Processes Using Experience-Based Norms,” Journal of Marketing Research, 20 (August), 296-304.
    Yi, Youhae (1990), “A Critical Review of Consumer Satisfaction,” Review of Marketing, Vol.4, 68-123.
    Zeithaml, Valarie A. and Mary Jo Bitner (1996), Service Marketing, McGraw-Hill.
    Zeithaml,Valarie A. Berry,Leonard L. and Parasuraman A. (1996), “The Behavioral Consequences of Service Quality,” Journal of Marketing, Vol.60 (April), 31-46.
    描述: 碩士
    國立政治大學
    國際經營與貿易學系
    84351016
    資料來源: http://thesis.lib.nccu.edu.tw/record/#B2002001527
    数据类型: thesis
    显示于类别:[國際經營與貿易學系 ] 學位論文

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