1. NCCU Academic Hub
  2. Publications
  3. College of Commerce
  4. Theses
  5. Item

Publications-Theses

Article View/Open

Publication Export

Google ScholarTM

NCCU Library

Citation Infomation

Related Publications in TAIR

題名 消費者對汽車品牌之滿意度與忠誠度關鍵因子研究—以台灣、馬來西亞消費者為例
Key Factors of Consumer Satisfaction and Loyalty to Car Brands-Consumers in Taiwan and Malaysia
作者 劉傑盛
Lui, Jack-Sern
貢獻者 邱志聖
劉傑盛
Lui, Jack-Sern
關鍵詞 台灣
馬來西亞
汽車品牌
4C架構
滿意度
忠誠度
日期 2020
上傳時間 3-Aug-2020 17:25:15 (UTC+8)
摘要 在全球化的世代，汽車品牌國際行銷的交易成本逐漸降低，消費者能夠在本國汽車品牌外，也有國外汽車品牌的選擇。汽車品牌進入新市場會採取委託代理商或自建通路的方式接觸消費者，無論何種進入方式都需要考慮消費者購車行為。本研究以消費者的角度探討影響消費者購車行為的關鍵因子。為了讓汽車品牌能夠了解不同的國家市場環境，研究者以台灣與馬來西亞兩國的消費者為樣本進行研究。
本研究參考並引用邱志聖(2016)策略行銷分析理論及其它文獻，整理出七項影響因子：車輛功能表現、消費者重要他人影響、車廠與服務人員互動、貸款銀行與服務人員的互動、品牌信任、品牌心理層面認同、與業務人員往來關係，並利用線性迴歸與中介效果檢驗方法，探討七項因子與滿意度的關係以及是否對兩國消費者的忠誠度造成影響。實證研究結果證明車輛功能表現對兩國消費者皆無顯著的影響；消費者重要他人影響僅對馬來西亞消費者有顯著影響；車廠與服務人員的互動對兩國消費者皆無顯著影響；貸款銀行與服務人員的互動僅對台灣消費者有顯著影響；品牌信任僅對馬來西亞消費者有顯著影響；品牌心理層面認同對兩國消費者皆有顯著影響；與業務人員往來關係對兩國消費者皆無顯著影響。
本研究將論述研究結果所延伸的行銷意涵，並提供行銷策略應用與建議，以利各汽車品牌商了解消費者行為，提高消費者忠誠度。
參考文獻 一、中文文獻
余錦芳（2002）。消費者滿意與品牌忠誠度之相關研究——以汽車業為例。國立高雄第一科技大學行銷與流通管理系研究所碩士論文。
吳秀倫（2010）。液晶電視品牌接觸點對消費者滿意度與忠誠度的影響之研究。國立政治大學廣告研究所碩士論文。
吳培真、劉宗哲（2014）。服務品質與品牌形象對顧客忠誠度之研究。科際整合管理研討會, 235-249。
邱志聖（2015）《行銷研究實務與理論應用》，智勝文化事業有限公司
邱志聖（2016）《策略行銷分析架構與應用實務四版》，智勝文化事業有限公司
林軒毅（2019）。消費者對豪華汽車品牌之滿意度與忠誠度的影響因素探討——以德日豪華汽車品牌為例。國立政治大學國際經營與貿易研究所碩士論文。
郭芷柔（2019）。國家文化對於國家環境、社會、治理之關聯性研究 - 以 Hofstede 文化模型作為文化依據。國立臺北大學金融與合作經營研究所碩士論文。
洪苙溱（2013）。服務品質、滿意度與顧客忠誠度間關聯性之研究-以台南地區茶飲料業者為例。國立成功大學經營管理碩士論文。
莊旻潔（2002）。群體規範，認知，認同對產品態度與忠誠度的影響—以青少年之偶像崇拜行為為例。國立政治大學國際貿易研究所碩士論文。
張火燦、余月美（2008）。服務品質、顧客滿意度與顧客忠誠度關係之研究 。明新學報，第 34 卷，第 1 期，127-140。
黃珮婷（2000）。顧客滿意度與顧客忠誠度之關係-交易成本理論觀點。國立政治大學國際經營與貿易研究所碩士論文。
範氏鴛（2011）。國家文化差異與海外適應對工作績效之影響研究-以越籍勞工為例國家文化差異與海外適應對工作績效之影響研究-以越籍勞工為例。國立高雄應用科技大學企業管理研究所碩士論文。
蕭源都、林騰蛟、陳繁興、鍾光硯（2013）。CITY CAFE 顧客滿意度之研究。華人前瞻研究，第 9 卷，第 2 期，53-76。
蕭至惠、蔡進發、盧信豪（2011）。探討服務品質與顧客滿意度對顧客忠誠度的影響－以信任及關係承諾為中介變數。商管科技季刊，第十二卷，第三期。

二、 網絡資料
中華民國行政院交通部公路總局，各型汽車按廠牌分。(2020)。網址 https://pse.is/HQ5GC
馬來西亞官方汽車部門Malaysin Automotive Association（2020）。網址 http://www.maa.org.my

三、 英文文獻
Berger,M.L., 2001, The Automobile in American History and Culture: A Reference Guide, 126
Bhote, K.R. (1996) , “Beyond customer satisfaction to customer loyalty – the key to create profitability.” , New York: American Management Association.
Cardozo, R.N., “An Experimental Study of Customer Effect, Expectation and Satisfaction, “Journal of Marketing Research, Vol.2, 1965, pp.244-249.
Caruana, A., Money, A.H. and Berthon, P.R. (2000). Service quality and satisfaction- the moderating role of value. European Journal of Marketing, 34(11/12), 1338-1352.
Churchill, G., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Czepiel ,J.A.,Rosenberg, L.J.& Akerele, A.(1974),“Perspectives on Consumer Satisfaction”,Quoted in AMA Educators’ Proceedings (Chicago:American Marketing Association), p.119-123.
Day, G. S. ,1969, A two dimensional concept of brand loyalty. Journal of advertisingResearch, 9(September), 29-35.
De Mooij, M., & Hofstede, G. (2010). The Hofstede model: Applications to global branding and advertising strategy and research. International Journal of advertising, 29(1), 85-110.
Dick, A. S. and Basu, K. 1994. Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2): 99-113.
Dimitriades, Z. S. ,2006, Customer satisfaction, loyalty and commitment in service organizations. Management Research News, 29(12), 782-800.
Edvardsson, B., Larson, G., & Setterlind, S.,1997, Internal service quality and the psychosocial work environment: An empirical analysis of conceptual interrelatedness. The Service Industries Journal, 17(2), 252-263.
Flavian, C., Guinaliu, M. & Gurrea, R.,2006, “The Role Played by Perceived Usability, Satisfaction and Consumer Trust on Website Loyalty”, Information & Mnagement , 43, 1-14.
Flott, L.W. (2002), “Customer Satisfaction,” Metal Finishing, Vol.100 (1), 58-63.
Fornell, C., A National Customer Satisfaction Barometer ： The Swedish Experience, Journal of Marketing, 1992, Jan. Vol.55, 1-22.
Franke, R. H., Hofstede, G., & Bond, M. H. (1991). Cultural roots of economic performance: A research notea. Strategic management journal, 12(S1), 165-173.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. ,2003,“Customer repurchase intention: A general structural equation model” European Journal of Marketing; Vol .37, Iss. 11/12 ; 1762
Hellier, P. K., Geursen, G. M., Carr, R. A., and Richard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11), 1762-1800.
Heskett, J. L., Jones, T. O., Loveman, G.W., Sasser, W. E. Jr., and Schlesinger, L.A., 1994, Putting the Service Profit Chain to Work, Harvard BusinessReview, 72(2), 164-74.
Hofstede, G. (1980). Culture and organizations. International Studies of Management & Organization, 10(4), 15-41.
Hofstede, G. (1980). Motivation, leadership, and organization: do American theories apply abroad?. Organizational dynamics, 9(1), 42-63.
Hofstede, G., & Bond, M. H. (1988). The Confucius connection: From cultural roots to economic growth. Organizational dynamics, 16(4), 5-21.
Hofstede, G., Neuijen, B., Ohayv, D. D., & Sanders, G. (1990). Measuring organizational cultures: A qualitative and quantitative study across twenty cases. Administrative science quarterly, 286-316.
Hofstede, G. (1998). Attitudes, values and organizational culture: Disentangling the concepts. Organization studies, 19(3), 477-493.
Hofstede, G. (2010). The GLOBE debate: Back to relevance. Journal of International Business Studies, 41(8), 1339-1346.
Hofstede, G., & Minkov, M. (2010). Long-versus short-term orientation: new perspectives. Asia Pacific business review, 16(4), 493-504.
Hofstede, G. (2011). Dimensionalizing cultures: The Hofstede model in context. Online readings in psychology and culture, 2(1), 8.
Jacoby, J., & Chestnut, R.,1978, Brand loyalty measurement and management. New York: John Wiley.
Jones, T. O. and Sasser, W. E., “Why Satisfied Customers Defect”, Harvard Business Review,Vol. 73, No. 6, 1995, 88-89.
Kapferer, J.N., 2009, The Luxury Strategy : Break the Rules of Marketing to Build Luxury Brands., 46-47.
Kim, M. K., Park, M. C., & Jeong, D. H. 2004. The effects of customer Satisfaction and Sswitching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunication Policy, 28 (2), 145-159.
Kogan Page Publishers, 2008, The Luxury Strategy: Break the Rules of Marketing to Build Luxury Brands, 336
Kotler, P., Marketing Management, 2003, 11th ed., Prentice Hall, New Jersey. Martilla, J. A., and J. C. James, Importance- Performance Analysis, Journal of Marketing, 1977, Vol.41, No.1, 77-79.
Oliver, R. L., Rust, R. T., and Varki, S. (1997). Customer delight: Foundations, findings andmanagerial insight. Journal of Retailing, 73(3), 311-336.
Oliver,R.L.(1980),"A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision," Journal of Marketing Research, 17, 460-469.
Peppers, D., & Rogers, M. (1995) , A new marketing paradigm: share of customer, not market share , Managing Service Quality , 5(3) , 48-51.
Prus, A., & Brandt, D. R.. (1995). Understanding your customer, Marketing Tools, 2(5), 10-14.
Ranaweera, C., & Prabhu J. (2003). On the relative importance of customer satisfaction and trust as determinants of 13 customer relation and positive word of mouth. Journal of Targeting, Measurement and Analysis of Marketing, 12(1), 82-90.
Reynolds, F.D., Darden, W.R., & Martin, W. (1974). Developing An Image the Store-Loyal Customer. Journal of Retailing, 50, 73-84.
Selnes, F., (1993).“An examination of the effect of product performance On brand reputation, satisfaction and loyalty,” European Journal of Marketing, Vol. 27, No. 9, 19-35.
Sirgy, M. J. and Samli, A. C., 1985, “A Path Analytic Model of Store Loyalty Involving Self-Concept, Store Image, Geographic Loyalty, and Socioeconomic Status,” Journal of the Academy of Marketing Science, Vol. 13, No. 3, 265-291.
Soares, A. M., Farhangmehr, M., & Shoham, A. (2007). Hofstede`s dimensions of culture in international marketing studies. Journal of business research, 60(3), 277-284.
Solomon, M. R., Consumer Behavior: Buying, Having, and Being, 1991, Boston: Allyn and Bacon.
Szymanski, David M. and David H. Henard (2001), “Customer Satisfaction: A Meta-Analysis of the Empirical Evidence,” Journal of the Academy of Marketing Science, 29 (1), 16-35.
Tylor, E. B. (1871). Primitive culture: researches into the development of mythology, philosophy, religion, art, and custom (Vol. 2). J. Murray.
Williams, G., & Zinkin, J. (2008). The effect of culture on consumers` willingness to punish irresponsible corporate behaviour: applying Hofstede`s typology to the punishment aspect of corporate social responsibility. Business Ethics: A European Review, 17(2), 210-226.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in service marketing.Journal of Marketing, 49 , 33-46.
描述 碩士
國立政治大學
國際經營與貿易學系
107351047
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0107351047
資料類型 thesis
dc.contributor.advisor 邱志聖zh_TW
dc.contributor.author (Authors) 劉傑盛zh_TW
dc.contributor.author (Authors) Lui, Jack-Sernen_US
dc.creator (作者) 劉傑盛zh_TW
dc.creator (作者) Lui, Jack-Sernen_US
dc.date (日期) 2020en_US
dc.date.accessioned 3-Aug-2020 17:25:15 (UTC+8)-
dc.date.available 3-Aug-2020 17:25:15 (UTC+8)-
dc.date.issued (上傳時間) 3-Aug-2020 17:25:15 (UTC+8)-
dc.identifier (Other Identifiers) G0107351047en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/130918-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 國際經營與貿易學系zh_TW
dc.description (描述) 107351047zh_TW
dc.description.abstract (摘要) 在全球化的世代，汽車品牌國際行銷的交易成本逐漸降低，消費者能夠在本國汽車品牌外，也有國外汽車品牌的選擇。汽車品牌進入新市場會採取委託代理商或自建通路的方式接觸消費者，無論何種進入方式都需要考慮消費者購車行為。本研究以消費者的角度探討影響消費者購車行為的關鍵因子。為了讓汽車品牌能夠了解不同的國家市場環境，研究者以台灣與馬來西亞兩國的消費者為樣本進行研究。
本研究參考並引用邱志聖(2016)策略行銷分析理論及其它文獻，整理出七項影響因子：車輛功能表現、消費者重要他人影響、車廠與服務人員互動、貸款銀行與服務人員的互動、品牌信任、品牌心理層面認同、與業務人員往來關係，並利用線性迴歸與中介效果檢驗方法，探討七項因子與滿意度的關係以及是否對兩國消費者的忠誠度造成影響。實證研究結果證明車輛功能表現對兩國消費者皆無顯著的影響；消費者重要他人影響僅對馬來西亞消費者有顯著影響；車廠與服務人員的互動對兩國消費者皆無顯著影響；貸款銀行與服務人員的互動僅對台灣消費者有顯著影響；品牌信任僅對馬來西亞消費者有顯著影響；品牌心理層面認同對兩國消費者皆有顯著影響；與業務人員往來關係對兩國消費者皆無顯著影響。
本研究將論述研究結果所延伸的行銷意涵，並提供行銷策略應用與建議，以利各汽車品牌商了解消費者行為，提高消費者忠誠度。		zh_TW
dc.description.tableofcontents 第一章 緒論 1
第一節 研究背景 1
第二節 研究動機與目的 1
第三節 研究方法與流程 3
第二章 文獻回顧與探討 4
第一節 台灣之汽車品牌 4
第二節 馬來西亞之汽車品牌 6
第三節 策略行銷分析架構 8
第四節 國家文化 12
第五節 顧客滿意度 17
第六節 顧客忠誠度 18
第七節 汽車品牌消費者忠誠度形成分析 20
第三章 研究設計與方法 25
第一節 研究架構與假設 25
第二節 變數的定義與衡量 27
第三節 抽樣設計與分析 35
第四章 實證分析與結果 38
第一節 描述性統計 38
第二節 信度與效度分析 43
第三節 假設驗證 44
第五章 結論與建議 54
第一節 研究結果 54
第二節 汽車品牌行銷策略應用與建議 57
第三節 研究限制與未來研究建議 60
參考資料 62		zh_TW
dc.format.extent 1190469 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0107351047en_US
dc.subject (關鍵詞) 台灣zh_TW
dc.subject (關鍵詞) 馬來西亞zh_TW
dc.subject (關鍵詞) 汽車品牌zh_TW
dc.subject (關鍵詞) 4C架構zh_TW
dc.subject (關鍵詞) 滿意度zh_TW
dc.subject (關鍵詞) 忠誠度zh_TW
dc.title (題名) 消費者對汽車品牌之滿意度與忠誠度關鍵因子研究—以台灣、馬來西亞消費者為例zh_TW
dc.title (題名) Key Factors of Consumer Satisfaction and Loyalty to Car Brands-Consumers in Taiwan and Malaysiaen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、中文文獻
余錦芳（2002）。消費者滿意與品牌忠誠度之相關研究——以汽車業為例。國立高雄第一科技大學行銷與流通管理系研究所碩士論文。
吳秀倫（2010）。液晶電視品牌接觸點對消費者滿意度與忠誠度的影響之研究。國立政治大學廣告研究所碩士論文。
吳培真、劉宗哲（2014）。服務品質與品牌形象對顧客忠誠度之研究。科際整合管理研討會, 235-249。
邱志聖（2015）《行銷研究實務與理論應用》，智勝文化事業有限公司
邱志聖（2016）《策略行銷分析架構與應用實務四版》，智勝文化事業有限公司
林軒毅（2019）。消費者對豪華汽車品牌之滿意度與忠誠度的影響因素探討——以德日豪華汽車品牌為例。國立政治大學國際經營與貿易研究所碩士論文。
郭芷柔（2019）。國家文化對於國家環境、社會、治理之關聯性研究 - 以 Hofstede 文化模型作為文化依據。國立臺北大學金融與合作經營研究所碩士論文。
洪苙溱（2013）。服務品質、滿意度與顧客忠誠度間關聯性之研究-以台南地區茶飲料業者為例。國立成功大學經營管理碩士論文。
莊旻潔（2002）。群體規範，認知，認同對產品態度與忠誠度的影響—以青少年之偶像崇拜行為為例。國立政治大學國際貿易研究所碩士論文。
張火燦、余月美（2008）。服務品質、顧客滿意度與顧客忠誠度關係之研究 。明新學報，第 34 卷，第 1 期，127-140。
黃珮婷（2000）。顧客滿意度與顧客忠誠度之關係-交易成本理論觀點。國立政治大學國際經營與貿易研究所碩士論文。
範氏鴛（2011）。國家文化差異與海外適應對工作績效之影響研究-以越籍勞工為例國家文化差異與海外適應對工作績效之影響研究-以越籍勞工為例。國立高雄應用科技大學企業管理研究所碩士論文。
蕭源都、林騰蛟、陳繁興、鍾光硯（2013）。CITY CAFE 顧客滿意度之研究。華人前瞻研究，第 9 卷，第 2 期，53-76。
蕭至惠、蔡進發、盧信豪（2011）。探討服務品質與顧客滿意度對顧客忠誠度的影響－以信任及關係承諾為中介變數。商管科技季刊，第十二卷，第三期。

二、 網絡資料
中華民國行政院交通部公路總局，各型汽車按廠牌分。(2020)。網址 https://pse.is/HQ5GC
馬來西亞官方汽車部門Malaysin Automotive Association（2020）。網址 http://www.maa.org.my

三、 英文文獻
Berger,M.L., 2001, The Automobile in American History and Culture: A Reference Guide, 126
Bhote, K.R. (1996) , “Beyond customer satisfaction to customer loyalty – the key to create profitability.” , New York: American Management Association.
Cardozo, R.N., “An Experimental Study of Customer Effect, Expectation and Satisfaction, “Journal of Marketing Research, Vol.2, 1965, pp.244-249.
Caruana, A., Money, A.H. and Berthon, P.R. (2000). Service quality and satisfaction- the moderating role of value. European Journal of Marketing, 34(11/12), 1338-1352.
Churchill, G., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Czepiel ,J.A.,Rosenberg, L.J.& Akerele, A.(1974),“Perspectives on Consumer Satisfaction”,Quoted in AMA Educators’ Proceedings (Chicago:American Marketing Association), p.119-123.
Day, G. S. ,1969, A two dimensional concept of brand loyalty. Journal of advertisingResearch, 9(September), 29-35.
De Mooij, M., & Hofstede, G. (2010). The Hofstede model: Applications to global branding and advertising strategy and research. International Journal of advertising, 29(1), 85-110.
Dick, A. S. and Basu, K. 1994. Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2): 99-113.
Dimitriades, Z. S. ,2006, Customer satisfaction, loyalty and commitment in service organizations. Management Research News, 29(12), 782-800.
Edvardsson, B., Larson, G., & Setterlind, S.,1997, Internal service quality and the psychosocial work environment: An empirical analysis of conceptual interrelatedness. The Service Industries Journal, 17(2), 252-263.
Flavian, C., Guinaliu, M. & Gurrea, R.,2006, “The Role Played by Perceived Usability, Satisfaction and Consumer Trust on Website Loyalty”, Information & Mnagement , 43, 1-14.
Flott, L.W. (2002), “Customer Satisfaction,” Metal Finishing, Vol.100 (1), 58-63.
Fornell, C., A National Customer Satisfaction Barometer ： The Swedish Experience, Journal of Marketing, 1992, Jan. Vol.55, 1-22.
Franke, R. H., Hofstede, G., & Bond, M. H. (1991). Cultural roots of economic performance: A research notea. Strategic management journal, 12(S1), 165-173.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. ,2003,“Customer repurchase intention: A general structural equation model” European Journal of Marketing; Vol .37, Iss. 11/12 ; 1762
Hellier, P. K., Geursen, G. M., Carr, R. A., and Richard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11), 1762-1800.
Heskett, J. L., Jones, T. O., Loveman, G.W., Sasser, W. E. Jr., and Schlesinger, L.A., 1994, Putting the Service Profit Chain to Work, Harvard BusinessReview, 72(2), 164-74.
Hofstede, G. (1980). Culture and organizations. International Studies of Management & Organization, 10(4), 15-41.
Hofstede, G. (1980). Motivation, leadership, and organization: do American theories apply abroad?. Organizational dynamics, 9(1), 42-63.
Hofstede, G., & Bond, M. H. (1988). The Confucius connection: From cultural roots to economic growth. Organizational dynamics, 16(4), 5-21.
Hofstede, G., Neuijen, B., Ohayv, D. D., & Sanders, G. (1990). Measuring organizational cultures: A qualitative and quantitative study across twenty cases. Administrative science quarterly, 286-316.
Hofstede, G. (1998). Attitudes, values and organizational culture: Disentangling the concepts. Organization studies, 19(3), 477-493.
Hofstede, G. (2010). The GLOBE debate: Back to relevance. Journal of International Business Studies, 41(8), 1339-1346.
Hofstede, G., & Minkov, M. (2010). Long-versus short-term orientation: new perspectives. Asia Pacific business review, 16(4), 493-504.
Hofstede, G. (2011). Dimensionalizing cultures: The Hofstede model in context. Online readings in psychology and culture, 2(1), 8.
Jacoby, J., & Chestnut, R.,1978, Brand loyalty measurement and management. New York: John Wiley.
Jones, T. O. and Sasser, W. E., “Why Satisfied Customers Defect”, Harvard Business Review,Vol. 73, No. 6, 1995, 88-89.
Kapferer, J.N., 2009, The Luxury Strategy : Break the Rules of Marketing to Build Luxury Brands., 46-47.
Kim, M. K., Park, M. C., & Jeong, D. H. 2004. The effects of customer Satisfaction and Sswitching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunication Policy, 28 (2), 145-159.
Kogan Page Publishers, 2008, The Luxury Strategy: Break the Rules of Marketing to Build Luxury Brands, 336
Kotler, P., Marketing Management, 2003, 11th ed., Prentice Hall, New Jersey. Martilla, J. A., and J. C. James, Importance- Performance Analysis, Journal of Marketing, 1977, Vol.41, No.1, 77-79.
Oliver, R. L., Rust, R. T., and Varki, S. (1997). Customer delight: Foundations, findings andmanagerial insight. Journal of Retailing, 73(3), 311-336.
Oliver,R.L.(1980),"A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision," Journal of Marketing Research, 17, 460-469.
Peppers, D., & Rogers, M. (1995) , A new marketing paradigm: share of customer, not market share , Managing Service Quality , 5(3) , 48-51.
Prus, A., & Brandt, D. R.. (1995). Understanding your customer, Marketing Tools, 2(5), 10-14.
Ranaweera, C., & Prabhu J. (2003). On the relative importance of customer satisfaction and trust as determinants of 13 customer relation and positive word of mouth. Journal of Targeting, Measurement and Analysis of Marketing, 12(1), 82-90.
Reynolds, F.D., Darden, W.R., & Martin, W. (1974). Developing An Image the Store-Loyal Customer. Journal of Retailing, 50, 73-84.
Selnes, F., (1993).“An examination of the effect of product performance On brand reputation, satisfaction and loyalty,” European Journal of Marketing, Vol. 27, No. 9, 19-35.
Sirgy, M. J. and Samli, A. C., 1985, “A Path Analytic Model of Store Loyalty Involving Self-Concept, Store Image, Geographic Loyalty, and Socioeconomic Status,” Journal of the Academy of Marketing Science, Vol. 13, No. 3, 265-291.
Soares, A. M., Farhangmehr, M., & Shoham, A. (2007). Hofstede`s dimensions of culture in international marketing studies. Journal of business research, 60(3), 277-284.
Solomon, M. R., Consumer Behavior: Buying, Having, and Being, 1991, Boston: Allyn and Bacon.
Szymanski, David M. and David H. Henard (2001), “Customer Satisfaction: A Meta-Analysis of the Empirical Evidence,” Journal of the Academy of Marketing Science, 29 (1), 16-35.
Tylor, E. B. (1871). Primitive culture: researches into the development of mythology, philosophy, religion, art, and custom (Vol. 2). J. Murray.
Williams, G., & Zinkin, J. (2008). The effect of culture on consumers` willingness to punish irresponsible corporate behaviour: applying Hofstede`s typology to the punishment aspect of corporate social responsibility. Business Ethics: A European Review, 17(2), 210-226.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in service marketing.Journal of Marketing, 49 , 33-46.		zh_TW
dc.identifier.doi (DOI) 10.6814/NCCU202000893en_US