| dc.contributor.advisor | 邱志聖 | zh_TW |
| dc.contributor.author (Authors) | 蔡雅佩 | zh_TW |
| dc.creator (作者) | 蔡雅佩 | zh_TW |
| dc.date (日期) | 2003 | en_US |
| dc.date.accessioned | 11-Sep-2009 17:05:26 (UTC+8) | - |
| dc.date.available | 11-Sep-2009 17:05:26 (UTC+8) | - |
| dc.date.issued (上傳時間) | 11-Sep-2009 17:05:26 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0091351031 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/30027 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 國際經營與貿易研究所 | zh_TW |
| dc.description (描述) | 91351031 | zh_TW |
| dc.description (描述) | 92 | zh_TW |
| dc.description.abstract (摘要) | 本研究主要想探討流行音樂市場在面對消費者抱怨的情況下，提供如何的補償方式會讓消費者抱怨滿意度較高。由於近年唱片市場不景氣，假若因為活動規劃不周而造成消費者抱怨的情況，而唱片公司又無法提供讓消費者滿意的補償方式，不但會抹煞了原本舉辦活動的美意，可能也會影響歌手唱片銷售或是公司形象。本研究另一部分也想探討消費者對於歌手專業能力和非專業能力產生的抱怨是否也會對歌手本身、唱片公司信譽有影響。而目前，唱片公司普遍的補償方式是採取給予物質方面的分配補償，並不一定會採用與消費者互動部分的公平補償，而其他的補償動作更是少之又少，因此補償方面本研究想探討唱片公司目前單單給予物質補償是否已足夠彌補消費者抱怨;若再伴隨著互動公平的補償方式是不是會讓消費者抱怨滿意度再提高;除了分配補償和互動補償之外，若能夠再提供程序公平形成更完整的補償方式對消費者抱怨滿意度的影響是否有差異。 研究分為兩部分進行，一部分是在活動中產生抱怨，另一部分是消費者對歌手能力的抱怨，每一部分設定兩種抱怨歸因。而補償依據目前普遍、唱片公司最常使用的方式，將補償分為三種:第一種為僅有分配補償、第二種為分配補償+互動補償、第三種為分配補償+互動補償+程序補償。 研究結果顯示，包含三種公平的補償方式讓消費者有最高程度的抱怨滿意度，而目前最普遍的補償方式---僅有分配補償，其抱怨滿意度最低。但是分配補償+互動補償則不一定會優於僅有分配補償的方式。而不同抱怨歸因部分結果顯示，抱怨歸因也會影響消費者抱怨滿意度。 | zh_TW |
| dc.description.tableofcontents | 第一章 緒論 ………………………………………………………1 第一節 研究動機………………………………………………1 第二節 研究目的………………………………………………3 第三節 研究流程………………………………………………4 第二章 文獻探討…………………………………………………5 第一節 消費者滿意……………………………………………5 第二節 消費者抱怨……………………………………………9 第三節 消費者抱怨滿意度……………………………………11 第四節 研究架構………………………………………………18 第五節 研究假設………………………………………………19 第三章 研究設計…………………………………………………23 第一節 實驗設計………………………………………………24 第二節 各項變數的定義與衡量………………………………30 第三節 問卷設計與抽樣方法…………………………………34 第四節 資料分析方法…………………………………………38 第四章 研究結果…………………………………………………40 第一節 樣本結構與分組………………………………………40 第二節 變數之操弄檢查………………………………………41 第三節 假設驗證………………………………………………42 第五章 結論與建議………………………………………………58 第一節 研究結論………………………………………………58 第二節 研究建議………………………………………………64 第三節 研究限制………………………………………………67 第四節 未來研究建議…………………………………………69 參考文獻 …………………………………………………………70 附錄一:預試問卷 ……………………………………………… 79 附錄二:正式問卷 ……………………………………………… 83 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0091351031 | en_US |
| dc.subject (關鍵詞) | 消費者抱怨 | zh_TW |
| dc.subject (關鍵詞) | 抱怨滿意度 | zh_TW |
| dc.subject (關鍵詞) | 補償 | zh_TW |
| dc.subject (關鍵詞) | 唱片市場 | zh_TW |
| dc.title (題名) | 流行音樂市場消費者抱怨滿意度之研究 | zh_TW |
| dc.type (資料類型) | thesis | en |
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