學術產出-學位論文
文章檢視/開啟
書目匯出
-
題名 顧客滿意度─以智慧型手機使用者為研究
Customer Satisfaction- The Case Study of Smartphone Users作者 李婉如
Li, Wan Ju貢獻者 吳文傑
Wu, Jack
李婉如
Li, Wan Ju關鍵詞 顧客滿意度
智慧型手機
Customer Satisfaction
Smartphone日期 2012 上傳時間 11-七月-2013 17:14:42 (UTC+8) 摘要 Today, smartphone has defined as an important tool in our daily lives; the market has been growing every year and the future global smartphone shipment is predicted to be nearly 1 billion in 2015. The function of smartphone is no longer limited to make calls to friends and family only, but also productivities, entertainments and multimedia functions (e.g. music, ringtones, games, web browsing, text messages and camera) provided by smartphone itself. With the increasing competitions in the smartphone market, smartphone companies find it difficult to retain the existing customers and increase the market share. In that context, the objective of this research explanatory study aims to identify the main factors that determine the customer satisfaction of smartphone users.The study survey was completed by 285 smartphone users who helped evaluating their smartphone satisfaction; the data was analyzed by IBM SPSS Statistics 20 and the results revealed the main findings are (1) image has high correlations with customer expectation, customer satisfaction and customer loyalty; (2) customer expectation has high correlations with perceive quality, perceived value and customer satisfaction; (3) perceived quality has high correlations with perceived value and customer satisfaction; (4) perceived value has a high correlation with customer satisfaction; (5) Customer satisfaction has a high correlation with customer loyalty; (6) the proposed model TCSI is proven with the effectiveness in explaining the relationships among image, customer expectation, perceived quality, perceived value, customer satisfaction and customer loyalty for smartphone users. The conclusion of this study provides valuable information for smartphone producers, especially Taiwanese brand HTC, to develop the smartphones meet with customers’ expectations and satisfactions. 參考文獻 1. Aaker, D.A. (1991). Manage Brand Equity. The Free Press, New York.2. Aaker, D.A., & Jacobson, R. (1994). The financial information content of perceived quality. Journal of Marketing Research, Vol. 31(2), pp. 191-201.3. Aaker, J.L. (1997). Dimensions of brand personality. Journal of Marketing Research, Vol. 34(3), pp. 347-357.4. Ahmed, Z. (1991). The Influence of the Components of a State’s Tourist Image on Product Positioning Strategy. Tourism Management, Vol. 12, pp. 331-340.5. Anderson, E.W. (1996). Customer satisfaction and price tolerance. Marketing Letters, Vol. 7(3), pp. 19-30.6. Anderson, E.W., and Mittal, V. (2000). Strengthening the satisfaction profit chain. Journal of Service Research, Vol.3 (2), pp.107-120.7. Anderson, E.W., and Sullivan M. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, Vol.12 (2), pp.125-143.8. Anderson, E.W., Fornell, C., and Lehmann, D.R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. The Journal of Marketing, pp.53-66. 9. Anderson, E.W., Fornell, C., and Roland T.R. (1997). Customer satisfaction, productivity, and profitability: differences between goods and services. Marketing Science, Vol. 16(2), pp. 129–145.10. Anderson, E.W., Fornell, C., and Mazvancheryl, S.K. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing, Vol. 68, pp. 172–185.11. Anderson, J.C. and Narus, J.A. (2004). Business Market Management: Understanding, Creating and Delivering Value. (2nd ed.). Upper Saddle River, NJ: Pearson/Prentice Hall.12. Anderson, J.C.; Jain, D.C. and Chintagunta, P.K. (1993). Customer Value Assessment in Business Markets: A State-of-Practice Study. Journal of Business to Business Marketing, Vol. 1, pp. 3-30.13. Andreassen, T.W., and Lindestad, B. (1997). Customer Loyalty and Complex Services: the impact of corporate image on quality, customer satisfaction and loyalty or customers with varying degrees of service expertise. International Journal of Service Industry Management, Vol.8 (4), pp. 01-33.14. Andreassen, T.W., and Lindestad, B. (1998a). The Effects of Corporate Image in the Formation of Customer Loyalty. Journal of Service Marketing, Vol. 1, pp. 82-92.15. Andreassen, T.W., and Lindestad, B. (1998b). Customer Loyalty and Complex Services: the Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customers with Varying Degrees of Service Expertise. International Journal of Service Industry Management, Vol. 9, pp. 7-23.16. Assael, H. (1998). Consumer behavior & marketing action (6th ed.). South-Western Pub.17. Aydin, S. and Zer, O.G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, Vol. 39, pp. 910-925.18. Bauer, H.H., Falk, T., and Hammerschmidt M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, Vol. 59(7), pp. 866-875.19. Bendapudi, N. and Berry, L.L. (1997). Customers’ motivations for maintaining relationships with service providers. Journal of Retailing, Vol. 73 (1), pp. 15-38.20. Berger, P.D. and Nasr, N.I. (1998). Customer lifetime value: marketing models and applications. Journal of Interactive Marketing, Vol. 12 (1), pp. 17-30.21. Bitner, M.J. (1991). The evolution of the services marketing mix and its relationship to service quality. In: Brown, S.W., Gummesson, E., Evardsson, B. and Gustavsson, B. (Ed.). Service quality: Multidisciplinary and multinational pers22. Bloemer, J., and Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, West Yorkshire: MCB Publications, Vol. 32, Iss. 5/6, pp. 499-513.23. Bloemer, J., and Schroder, G. (2002). Store satisfaction and store loyalty explained by customer and store related factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaint Behavior, Vol. 15, Vancouver: Washington State University.24. Bolton, R.N. (1998). A dynamic model of the duration of the customer’s relationship with a continuous service provider: the role of customer satisfaction. Marketing Science, Vol. 17(1), pp. 45-65.25. Bontis, N. (1998). Intellectual capital: an exploratory study that develops measures and models. Management Decision, Vol. 36(2), pp. 63–76.26. Bontis, N. et al. (2000). Intellectual capital and business performance in Malaysian industries. Journal of Intellectual Capital, Vol. 1(1), pp. 85–100.27. Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. (1993). A Dynamic Process of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, Vol. 30 (1), February, pp. 7-27.28. Brady, M.K., Robertson, C.J., and Cronin, J.J. (2001). Managing behavioral intentions in diverse cultural environments: An investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers. Journal of International Management, Vol. 7(2), pp.129-149.29. Cardozo RN (1965). An experimental study of customer, effort, expectation and satisfaction. Journal of Marketing research., Vol. 2(3), pp. 244-249.30. Chaudhuri, A. (2002). How brand reputation affects the advertising brand equity link? Journal of Advertising Research, Vol. 42(3), pp. 33-43.31. Clemes, M.D., Gan, C.E.C., Kao, T.H., and Choong, M. (2008). An Empirical Analysis of Customer Satisfaction in International Air Travel. Innovative Marketing, Vol. 4 (2), pp. 50-62.32. Cronin J.J., and Taylor S.A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, Vol. 56, pp. 55-68.33. Cronin, J.J., Brady, M.K., and Hunt, T. M. (2000). Assessing the Effects of Quality, Value, and Customer Satisfaction on consumer Behavioral Intentions in Service Environments. Journal of Retailing ,Vol. 76 (2), pp. 193-218.34. Cronin, J.J., Brady, M.K., Brand, R.R., Hightower, R.J., and Shemwell, D.J. (1997). A Cross-sectional Test of the Effect and Conceptualization of Service Value. The Journal of Services Marketing , Vol. 11(6), pp. 375-391. 35. Dawkins, P.M., and Reichheld, F.F. (1990), Customer Retention as a Competitive Weapon. Directors and Boards, Vol. 14, Summer, pp. 42-47.36. De Ruyter, J. K., Wetzels, M., Lemmink, J., and Mattson, J. (1997). The dynamics of the service delivery process: a value-based approach. International Journal of Research in Marketing, Vol. 14, pp. 231–243.37. De Ruyter, J.K., Wetzels, M., and Bloemer, J. (1998). On the relationship perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management, Vol. 9(5), pp. 436–453.38. De-Chernatony, L., and Harris, F. (2000). Developing corporate brands through considering internal and external stakeholders. Corporate Reputation Review, Vol. 3(3), pp. 268-274.39. Della Bitta, A.J., and Monroe, K.B. (1974). The Influence of Adaptation Levels on Subjective Price Perceptions. In Ward S. and Wright P. (Ed.), Advances in Consumer Research, pp. 359-369. Ann Arbor, MI: Association for Consumer Research.40. Deng, Z., Lu, Y, Wei, K., and Zhang, J. (2009). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289–300.41. Dodds, W.B., Monroe, K.B. and Grewal, D. (1991). Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations. Journal of Marketing Research, Vol. 28 (August), pp. 307-319.42. ECSI (1998). European Customer Satisfaction Index, Foundation and Structure for Harmonized National Pilot Projects. ECSI document N. 005 (Editor Eklof, J.)43. Eggert, A., and Ulaga, W. (2002). Customer Perceived Value: A Substitute for Satisfaction in Business Markets. Journal of Business and Industrial Marketing, Vol. 17, pp. 107-118.44. Eggert, A., Ulaga W., and Schultz F. (2006). Value creation in the relationship life cycle: a quasi-longitudinal analysis. Industrial Marketing Management, Vol. 35, pp. 20-27.45. Ehigie, B.O. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, Vol. 24(7), pp. 494-508.46. Eklöf, J., Hackl, P., and Westlund, A. (1999). On measuring interactions between customer satisfaction and financial results. Total Quality Management, Vol. 10 (4&5), pp. 514–522.47. Eklöf, J., and Westlund, A. (2002). The Pan-European Customer Satisfaction Index Program – Current work and the way ahead. Total Quality Management, Vol. 13, pp. 1099-1106.48. Eshghi, A., Haughton, D., and Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications policy, Vol. 31 (2), pp. 93-106.49. Farris, P.W., Neil T.B., Phillip E.P., and David J.R. (2010). Marketing Metrics: The Definitive Guide to Measuring Marketing Performance. Upper Saddle River, New Jersey: Pearson Education, Inc.50. Flint D.J., Woodruff R.B., and Gardial S.F. (2002). Exploring the Phenomenon of Customers’ Desired Value Change in a Business-to-Business Context. Journal of Marketing, Vol. 66, (October), pp. 102-117.51. Fornell C. (1992). A national satisfaction barometer: the Swedish experience. Journal of Marketing, Vol. 56(1), pp. 6-21.52. Fornell, C. et al. (1995) Understanding and using the American customer satisfaction index (ACSI): assessing the financial impact of quality initiatives. Proceedings of the Juran Institute’s Conference on Managing for Total Quality.53. Fornell C. (2001). The Science of Satisfaction. Harvard Business Review, Vol. 79 (3), pp. 120-124.54. Fornell, C., Johnson M.D., Anderson, E.W., Cha J., and Bryant B.E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing; Vol. 60 (4), pp. 7-18.55. Garvin, D.A. (1978). Image measurement segmentation. Journal of Marketing Research, Vol. 15, pp. 384-394. 56. Garvin, D.A. (1984). What does product quality really mean? Sloan Management Review, Vol. 26(1), pp. 25- 43.57. Gommans, M., Krishan, K.S., and Scheddold, K.B. (2001). From Brand Loyalty to E-loyalty: A Conceptual Framework. Journal of Economic and Social Research, Vol. 3(1), pp. 43-58.58. Grewal D.; Monroe, K., and Krishnan, R. (1998). The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions. Journal of Marketing, Vol. 62 (2), pp. 46-59. 59. Gronholdt, L., Martensen, A., and Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total Quality Management, Vol. 11(4), pp. 509-514.60. Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, Vol. 18 (4), pp.36 – 44.61. Gummesson, E., and Grönroos C. (1988). Quality of Services: Lessons from the Product Sector. In Suprenant C. (Ed.), Add Value to Your Service. Chicago, American Marketing Association.62. Gupta S., Lehmann D., and Stuart J. (2004). Valuing customers. Journal of marketing Research, Vol. 41(1), pp. 7–18.63. Gustafsson, A. Johnson, M.D., and Roos, I (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, Vol. 69(4), pp.210-218. 64. Gustafsson, A., and Johnson, M.D. (2002). Measuring and managing the satisfaction-loyalty performance links at Volvo. Journal of Targeting, Measurement and Analysis for Marketing, Vol. 10 (3), pp. 249-258.65. Hennig-Thurau, T., and Klee, A. (1997). The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development. Psychology & Marketing, Vol. 14 (8), pp. 737–764.66. 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 Business Review, Vol. 72 (March–April), pp. 164–174.67. Heskett, J.L., Sasser, W.E.Jr., and Schlesinger, L.A. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. The Free Press, New York.68. Hill, N., Brierley, J. and MacDougall, R. (2003). How to Measure Customer Satisfaction. (Gower: Hampshire).69. Hines, P., Silvi, R., and Bartolini, M. (2002). Demand chain management: an integrative approach in automotive retailing. Operation Management, Vol. 20(6), pp. 707–728.70. Hirschman, A.O. (1970). Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations and States. Cambridge, Mass.: Harvard University Press.71. Holbrook, M.B. (1994). The nature of customer`s value: An axiology of service in the Consumption Experience. In: Rust, R.T. and & Oliver, R.L. (Ed.), Service quality: new directions in theory and practice, pp. 21-71. Thousand Oaks, CA: Sage Publications.72. Huber, F., Herrmann, A., and Morgan, R.E. (2001). Gaining Competitive Advantage through Customer Value Oriented Management. Journal of Consumer Marketing, Vol. 18(1), pp. 41-53.73. Jacobson, R., and Aaker, D.A. (1987). The strategic role of product quality. Journal of Marketing, Vol. 51(4), pp. 31-44.74. Johnson M, and Selnes F. (2004). Customer portfolio management: toward a dynamic theory of exchange relationships. Journal of Marketing, Vol. 68(2), pp. 1–17.75. Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervik, L., and Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, Vol.22 (2), pp.217-245.76. Jones, A.M., Mothersbaugh, D.L., and Beatty, S.E. (2000). Switching Barriers and Repurchase Intentions in Services. Journal of Retailing, Vol. 76 (2), pp. 259-274.77. Journal of International Management, Vol. 7(2), pp.129-149.78. Juhl, H.J., Kristensen, K., and Østergaard, P. (2002). Customer satisfaction in European food retailing. Journal of Retailing and Consumer Services, Vol.9, pp. 327-334.79. Keiningham T., Vavra T., Aksoy L. and Wallard H. (2005). Loyalty Myths: Hyped Strategies That Will Put You Out of Business and Proven Tactics That Really Work, 1st ed., Wiley.80. Keller, K. (1993). Conceptualizing, Measuring and Managing Customer Based Equity. Journal of Marketing, Vol.57 (1), pp. 01-23.81. Kim, D.J., Ferrin, D.L., and Rao, H.R. (2003). A study of the effect of consumer trust on consumer expectations and satisfaction: the Korean experience. In: Proceedings of the 5th international conference on Electronic commerce (ICEC). pp. 310–315. ACM Press, New York, NY, USA.82. Kim, H.S., and Yoon, C.H. (2004). Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommunications policy, Vol. 28, pp. 751-765.83. Kristensen, K., Martensen, A., and Grønholdt, L. (1999). Measuring the Impact of Buying Behaviour on Customer Satisfaction. Total Quality Management, Vol. 10, pp. 602-614.84. Kristensen, K., Martensen, A., and Gronholdt, L., (2000). Customer satisfaction measurement at post Denmark: results of application of the European customer satisfaction index methodology. Total Quality Management, Vol.11 (7), pp. 1007-1015.85. Lapierre, J. (2000). Customer-perceived Value in Industrial Context. Journal of Business & Industrial Marketing , Vol. 15, Iss:2/3, pp.122-140.86. Lee, E., and Lee, D. (2005). The effect of internet service quality on internet store loyalty: mediating role of internet store satisfaction and internet store image. In: Y. U. Ha & Y. Youjae (Ed.). Asia Pacific advances in consumer research, Vol. 6, pp. 386-392. Duluth, MN: Association for Consumer Research.87. Lee, J., Lee, J., and Feick, L. (2001). The impact of switching costs on the customer satisfaction–loyalty link: Mobile phone service in France. Journal of Services Marketing, Vol. 15, pp. 35–48.88. Lee YC, He LY, Jiang JS and Lian QY (2005). Foundation of the Taiwan Customer Satisfaction Index Model. Total Quality Management, Vol. 41(12), pp. 52-56.89. Lee YC, He LY, Jiang JS, and Lian QY (2005). Foundation of the Taiwan Customer Satisfaction Index Model. Total Quality Management, Vol. 41(12), pp. 52-56.90. Lee YC, He LY, Jiang JS, Lian QY (2006). The Taiwan Customer Satisfaction Index Model in Related to Sample Decision. Total Quality Management,Vol. 42(4), pp. 74-77.91. Leonidou, L.C. (2004). Industrial Manufacturer-Customer Relationships: The Discriminating Role of the Buying Situation. Industrial Marketing Management, Vol. 33 (1), pp. 731-742.92. Libai B, Narayandas D, and Humby C. (2002). Toward an individual customer profitability model: a segment-based approach. Journal of Service Research, Vol. 5(1), pp. 69-76.93. Lin, H.H., and Wang, Y.S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information and Management, Vol. 43(3), pp. 271-282.94. Lin, J.S.C., and Wu, C.Y. (2011). The role of expected future use in relationship-based service retention. Managing Service Quality, Vol. 21(5), pp. 535-551.95. Lindgreen, A., and Wynstra F. (2005). Value in Business Markets: What do we Know? Where Are We Going? Industrial Marketing Management Vol. 34 (7), pp. 732-748.96. Loughlin. O.C., and Coenders, G. (2002). Application of the European Customer Satisfaction index to postal services: structural equation models versus partial least squares. Working Paper, Economy Department, Universitat de Girona, Spain, September, pp. 01-28.97. Lovell, M.C. (1986). Tests of the Rational Expectations Hypothesis. American Economic Review, Vol. 76 (March), pp. 110-24.98. Martensen, A., Grønholdt, L., and Kristensen, K. (2000). The Drivers of Customer Satisfaction and Loyalty, Cross-Industry Findings From Denmark. Total Quality Management, Vol. 11, pp. 8544-8553.99. Martensen, A., Gronholdt, L.,Eskildsen, J.K., and Kristensen, K. (2000). Measuring student oriented quality in higher education: application of the ECSI methodology. Sinergie Rapporti di Ricerca, Vol. 9, pp. 372-383.100. Martenson, R. (2007). Corporate brand image, satisfaction and store loyalty. International Journal of Retail & Distribution Management, Vol. 35(7), pp. 544-555.101. Metcalf, L.E., Frear, C.R. and Krishman, R. (1992). Buyer-Seller Relationships. An Application of the IMP Interaction Model. European Journal of Marketing, Vol. 26 (2), pp. 27-46. 102. Murphy, E.C., and Mark A.M. (2002). Leading on the Edge of Chaos: The 10 Critical Elements for Success in Volatile Times. Paramus, NJ: Prentice Hall.103. Muth, J. (1961). Rational Expectations and the Theory of Price Movements. Econometrica, Vol. 29 (July), pp. 315-35.104. N’Goala (2007). Customer Switching Resistance (CSR): The effects of perceived equity, trust and relationship commitment. International Journal Of Service Industry and Management, Vol. 18(5), pp. 510-533. 105. Narayandas, D. (1998). Measuring and Managing the Benefits of Customer Retention. Journal of Service Research, Vol. 1(2), pp.108-121106. National Quality Research Center (2005). American Customer Satisfaction Index: Methodology Report. Milwaukee, WI: University of Michigan Business School.107. Naumann, E. (1995). Creating Customer Value: The Path to Sustainable Competitive Advantage. Thomson Executive Press, Cincinnati, OH.108. Oh, H. (2003). Price Fairness and Its Asymmetric Effects on Overall Price, Quality, and Value Judgments: the Case of an Upscale Hotel. Tourism Management, Vol.24 (4), pp. 387-399.109. Oliver, R.L. (1997). Satisfaction: A Behavioural Perspective on the Consumer, McGraw- Hill, New York.110. Oliver, R.L. (1999). Whence consumer loyalty? Journal of Marketing, Vol. 63 pp.33-44.111. Parasuraman, A. (1997). Reflections on Gaining Competitive Advantage through Customer Value. Journal of the Academy of Marketing Science, Vol. 25(2), pp. 154-161.112. Parasuraman, A., and Grewal, D. (2000). The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda. Journal of the Academy of Marketing Science, Vol. 28(1), pp. 168-174.113. Parasuraman, A., Zeithaml V., and Berry L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, Vol. 49, pp.41-50.114. Parasuraman, A., Zeithaml V., and Berry L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, Vol. 64 (1), pp. 12-40.115. Parasuraman, A., Zeithaml V., and Berry L. (1996). The behavioral consequences of service quality. Journal of Marketing, Vol. 60, pp. 31-46.116. Petrick, J.F. (2001). Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service. Paper presented at the 32nd Annual Conference of the Travel and Tourism Research Association, Fort Myers, Florida.117. Philip K., and Kevin L.K. (2006). Marketing Management. 12th edition, Upper Saddle River, NJ: Prentice Hall.118. Pitt, L.F., Parent, M., Junglas, I., Chan, A., and Spyropoulou, S. (2011). Integrating the Smartphone into a sound environmental information systems strategy: Principles, practices and a research agenda. Journal of Strategic Information Systems, Vol. 20, pp.27–37.119. Porter, S., and Claycomb, C. (1997). The influence of brand recognition on retail store image. The Journal of Product and Brand Management, Vol. 6, pp.373–384.120. Raphel, N., and Raphel, M. (1995). Up the loyalty ladder: turning sometime customers into full-time advocates of your business. New York: Harper Business.121. Ravald, A., and Grönroos, C. (1996). The Value Concept and Relationship Marketing. European Journal of Marketing, Vol. 30 (2), pp. 19-30.122. Reichheld F., and Sasser W. (1990). Zero defections: quality comes to services. Harvard Business Review, Vol. 68, pp. 105–11.123. Reichheld, F.F. (2001). The Loyalty Effect: The Hidden Force behind Growth, Profits and Lasting Value. Harvard Business Review Press, Boston, MA.124. Reichheld, F.F., Markey, R.G., and Hopton, C. (2000). E-customer loyalty - applying the traditional rules of business for online success. European Business Journal, Vol. 12, pp. 173–179.125. Robert, E.C., and Michael, S.F. (2009) Automotive Quality Reputation: Hard to achieve, Hard to lose, still harder to win back. California Management Review, Vol. 52 (1), pp.67-93.126. Rory P.M. (2000). A Consumer-Orientated framework of brand equity and loyalty. International Journal Of Marketing Research, Vol. 42(1), pp. 65-78.127. Rust, R.T. and Oliver, R.L. (1994). Service quality: insights and managerial implications from the frontier. In: Rust, R.T. and & Oliver, R.L. (Ed.), Service quality: new directions in theory and practice, pp. 1-20. Thousand Oaks, CA: Sage Publications.128. Rust, R.T., Zahorik, A.J., and Keiningham T.L. (1995). Return on quality (ROQ): making service quality financially accountable. Journal of Marketing, Vol.59 (2), pp.58-70.129. Rust, T., Zeithaml, V., and Lemmon, K. (2000). Driving customer equity. The Free Press, New York.130. Schiffman, L.G., and Kanuk, L.L. (2004). Consumer behavior. N.J.: Pearson Education Inc.,Upper Saddle River, New Jersey:Prentice-Hall.131. Simon, M. (2011). Brands In Context. Journal Of Advertising Research, Vol. 51, pp. 189-194.132. Sinha, I., and DeSarbo, W. S. (1998). An integrated approach toward the spatial modeling of perceived customer value. Journal of Marketing Research, Vol. 35(2), pp. 236–249.133. Spreng, R.A., McKenzie, S.B., and Olshavaksy, R.W. (1996). A Re–examination of the Determinants of Consumer Satisfaction. Journal of Marketing, Vol. 60 (3), pp. 15-32.134. Stahl, M.J., Barnes, W.K., Gardial, S.F., Parr, W.C., and Woodruff, R.B. (1999). Customer-Value Analysis Helps Hone Strategy. Quality Progress, Vol. 32(4), pp. 53-58.135. Stobart, P. (1994). Brand power. New York University Press, New York.136. Swan, J.E., and Frederick, I.T. (1980). Satisfaction Related to Predictive vs. Desired Expectations,” in Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior. H. Keith Hunt and Ralph L. Day, eds. Bloomington: Indiana University Press, pp. 7-12.137. Sweeney, J.C., and Soutar, G.N. (2001). Consumer perceived value: the development of multiple item scale. Journal of Retailing, Vol. 77(2), pp. 203–220.138. Sweeney, J.C., Soutar, G.N., and Johnson, L.W. (1999). The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment. Journal of Retailing, Vol. 75 (1), pp. 77-105. 139. Teas, R.K., and Agarwal, S. (2000). The Effect of Extrinsic Product Cues on Consumers` Perception of Quality, Sacrifice, and Value. Journal of the Academy of Marketing Science, Vol. 28 (2), pp. 278-290.140. Terblanche, N.S. (2006). The relationship between customer satisfaction and loyalty: An application of the American Customer Satisfaction Index in the South African fast food industry. Management Dynamics, Vol. 15(2), pp. 31–42.141. Tse, D.K., and Wilton, P.C. (1988). Models of Consumer Satisfaction Formation: An Extension. Journal of Marketing Research, Vol. 25 (May), pp. 204-12.142. Tung, L.L. (2004). Service quality and perceived value’s impact on satisfaction, intention and usage of short message service (SMS). Information Systems Frontiers, Vol. 6(4), pp. 353–368.143. Türkyilmaz A., and Özkan C. (2007). Development of a customer satisfaction index model: An application to the Turkish mobile phone sector. Industrial Management & Data Systems, Vol. 107 (5), pp. 672 – 687.144. Ulaga, W., and Chacour, S. (2001). Measuring Customer-Perceived Value in Business Markets: A Prerequisite for Marketing Strategy Development and Implementation. Industrial Marketing Management Vol. 30, pp. 525-540. 145. Ulaga, W., and Eggert, A. (2003). Developing a Standard Scale of Relationship Value in Business Markets: Development of a Measurement Scale, 17th Annual IMP Conference Proceedings, pp. 1-38. 146. Ulaga, W., and Eggert, A. (2006). Value–Based Differentiation in Business Relationships: Gaining and Sustaining Key Suppliers Status. Journal of Marketing, January, pp. 119-136. 147. Walter, A., Ritter, T., and Gemünden, H.G. (2001). Value Creation in buyer-Seller Relationships: Theoretical Considerations and Empirical Results from a Supplier’s Perspective. Industrial Marketing Management, Vol. 30, pp. 365-377. 148. Woodall, T. (2003). Conceptualizing “Value for the Customer”: An Attributional, Structural and Dispositional Analysis. Academy of Marketing Science Review, Vol. 12, pp. 1-42. 149. Woodruff, R.B. (1997). Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Science, Vol. 25 (2), pp. 139–153.150. Wu, C.C. (2011). The impact of hospital brand image on service quality, patient satisfaction and loyalty. African Journal of Business Management, Vol. 5(12), pp.4873-4882.151. Yang, Z., and Peterson, R.T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs. Psychology & Marketing. Vol. 21, pp. 799 -822.152. Zeithaml, V. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, Vol. 52 (July), pp. 2-22.153. Zeithaml, V. (2000). Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science, Vol. 28, pp. 67–85.154. Zeithaml, V., Bitner, M., and Gremler, D. (2006). Service Marketing: Integrating Customer Focus across the Firm. McGraw-Hill, New York.155. Zeithaml V., Parasuraman, A., and Berry L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press. 描述 碩士
國立政治大學
國際經營管理英語碩士學位學程(IMBA)
99933009
101資料來源 http://thesis.lib.nccu.edu.tw/record/#G0099933009 資料類型 thesis dc.contributor.advisor 吳文傑 zh_TW dc.contributor.advisor Wu, Jack en_US dc.contributor.author (作者) 李婉如 zh_TW dc.contributor.author (作者) Li, Wan Ju en_US dc.creator (作者) 李婉如 zh_TW dc.creator (作者) Li, Wan Ju en_US dc.date (日期) 2012 en_US dc.date.accessioned 11-七月-2013 17:14:42 (UTC+8) - dc.date.available 11-七月-2013 17:14:42 (UTC+8) - dc.date.issued (上傳時間) 11-七月-2013 17:14:42 (UTC+8) - dc.identifier (其他 識別碼) G0099933009 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/58832 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 國際經營管理英語碩士學位學程(IMBA) zh_TW dc.description (描述) 99933009 zh_TW dc.description (描述) 101 zh_TW dc.description.abstract (摘要) Today, smartphone has defined as an important tool in our daily lives; the market has been growing every year and the future global smartphone shipment is predicted to be nearly 1 billion in 2015. The function of smartphone is no longer limited to make calls to friends and family only, but also productivities, entertainments and multimedia functions (e.g. music, ringtones, games, web browsing, text messages and camera) provided by smartphone itself. With the increasing competitions in the smartphone market, smartphone companies find it difficult to retain the existing customers and increase the market share. In that context, the objective of this research explanatory study aims to identify the main factors that determine the customer satisfaction of smartphone users.The study survey was completed by 285 smartphone users who helped evaluating their smartphone satisfaction; the data was analyzed by IBM SPSS Statistics 20 and the results revealed the main findings are (1) image has high correlations with customer expectation, customer satisfaction and customer loyalty; (2) customer expectation has high correlations with perceive quality, perceived value and customer satisfaction; (3) perceived quality has high correlations with perceived value and customer satisfaction; (4) perceived value has a high correlation with customer satisfaction; (5) Customer satisfaction has a high correlation with customer loyalty; (6) the proposed model TCSI is proven with the effectiveness in explaining the relationships among image, customer expectation, perceived quality, perceived value, customer satisfaction and customer loyalty for smartphone users. The conclusion of this study provides valuable information for smartphone producers, especially Taiwanese brand HTC, to develop the smartphones meet with customers’ expectations and satisfactions. en_US dc.description.tableofcontents 1. Introduction 11.1. Problem Background 31.2. The Importance of Research 41.3. Purpose 52. Overview of Customer Satisfaction Indexes (CSIs) 72.1. Customer Satisfaction Index (CSI) 72.2. Swedish Customer Satisfaction Barometer (SCSB) 82.3. American Customer Satisfaction Index (ACSI) 102.4. European Customer Satisfaction Index (ECSI) 132.5. Taiwan Customer Satisfaction Index (TCSI) 143. Literature Review 163.1. Brand Image 163.2. Customer Expectation 173.3. Customer Perceived Quality 193.4. Perceived Value 203.5. Customer Satisfaction 223.6. Customer Loyalty 244. Research Method & Hypotheses 264.1. Image Effects 264.2. Customer Expectation Effects 274.3. Perceived Quality Effect 294.4. Perceived Value Effects 294.5. Customer Satisfaction Effects 305. Measurement & Limitations of the Study 315.1. Questionnaire Design 315.2. Sample & Data Collection 325.3. Statistical Analysis 335.4. Descriptive Statistics 395.5. Reliability Analysis 415.6. KMO Analysis (Kaiser-Meyer-Olkin Measure of Sampling Adequacy) 435.7. Pearson Correlations 435.8. Standardized Regression Coefficients 465.9. Further Analyses 486. Discussion & Conclusion 53WORKS CITED LIST 56REFERENCE 59APPENDIX 76 zh_TW dc.format.extent 2240109 bytes - dc.format.mimetype application/pdf - dc.language.iso en_US - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0099933009 en_US dc.subject (關鍵詞) 顧客滿意度 zh_TW dc.subject (關鍵詞) 智慧型手機 zh_TW dc.subject (關鍵詞) Customer Satisfaction en_US dc.subject (關鍵詞) Smartphone en_US dc.title (題名) 顧客滿意度─以智慧型手機使用者為研究 zh_TW dc.title (題名) Customer Satisfaction- The Case Study of Smartphone Users en_US dc.type (資料類型) thesis en dc.relation.reference (參考文獻) 1. Aaker, D.A. (1991). Manage Brand Equity. The Free Press, New York.2. Aaker, D.A., & Jacobson, R. (1994). The financial information content of perceived quality. Journal of Marketing Research, Vol. 31(2), pp. 191-201.3. Aaker, J.L. (1997). Dimensions of brand personality. Journal of Marketing Research, Vol. 34(3), pp. 347-357.4. Ahmed, Z. (1991). The Influence of the Components of a State’s Tourist Image on Product Positioning Strategy. Tourism Management, Vol. 12, pp. 331-340.5. Anderson, E.W. (1996). Customer satisfaction and price tolerance. Marketing Letters, Vol. 7(3), pp. 19-30.6. Anderson, E.W., and Mittal, V. (2000). Strengthening the satisfaction profit chain. Journal of Service Research, Vol.3 (2), pp.107-120.7. Anderson, E.W., and Sullivan M. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, Vol.12 (2), pp.125-143.8. Anderson, E.W., Fornell, C., and Lehmann, D.R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. The Journal of Marketing, pp.53-66. 9. Anderson, E.W., Fornell, C., and Roland T.R. (1997). Customer satisfaction, productivity, and profitability: differences between goods and services. Marketing Science, Vol. 16(2), pp. 129–145.10. Anderson, E.W., Fornell, C., and Mazvancheryl, S.K. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing, Vol. 68, pp. 172–185.11. Anderson, J.C. and Narus, J.A. (2004). Business Market Management: Understanding, Creating and Delivering Value. (2nd ed.). Upper Saddle River, NJ: Pearson/Prentice Hall.12. Anderson, J.C.; Jain, D.C. and Chintagunta, P.K. (1993). Customer Value Assessment in Business Markets: A State-of-Practice Study. Journal of Business to Business Marketing, Vol. 1, pp. 3-30.13. Andreassen, T.W., and Lindestad, B. (1997). Customer Loyalty and Complex Services: the impact of corporate image on quality, customer satisfaction and loyalty or customers with varying degrees of service expertise. International Journal of Service Industry Management, Vol.8 (4), pp. 01-33.14. Andreassen, T.W., and Lindestad, B. (1998a). The Effects of Corporate Image in the Formation of Customer Loyalty. Journal of Service Marketing, Vol. 1, pp. 82-92.15. Andreassen, T.W., and Lindestad, B. (1998b). Customer Loyalty and Complex Services: the Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customers with Varying Degrees of Service Expertise. International Journal of Service Industry Management, Vol. 9, pp. 7-23.16. Assael, H. (1998). Consumer behavior & marketing action (6th ed.). South-Western Pub.17. Aydin, S. and Zer, O.G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, Vol. 39, pp. 910-925.18. Bauer, H.H., Falk, T., and Hammerschmidt M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, Vol. 59(7), pp. 866-875.19. Bendapudi, N. and Berry, L.L. (1997). Customers’ motivations for maintaining relationships with service providers. Journal of Retailing, Vol. 73 (1), pp. 15-38.20. Berger, P.D. and Nasr, N.I. (1998). Customer lifetime value: marketing models and applications. Journal of Interactive Marketing, Vol. 12 (1), pp. 17-30.21. Bitner, M.J. (1991). The evolution of the services marketing mix and its relationship to service quality. In: Brown, S.W., Gummesson, E., Evardsson, B. and Gustavsson, B. (Ed.). Service quality: Multidisciplinary and multinational pers22. Bloemer, J., and Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, West Yorkshire: MCB Publications, Vol. 32, Iss. 5/6, pp. 499-513.23. Bloemer, J., and Schroder, G. (2002). Store satisfaction and store loyalty explained by customer and store related factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaint Behavior, Vol. 15, Vancouver: Washington State University.24. Bolton, R.N. (1998). A dynamic model of the duration of the customer’s relationship with a continuous service provider: the role of customer satisfaction. Marketing Science, Vol. 17(1), pp. 45-65.25. Bontis, N. (1998). Intellectual capital: an exploratory study that develops measures and models. Management Decision, Vol. 36(2), pp. 63–76.26. Bontis, N. et al. (2000). Intellectual capital and business performance in Malaysian industries. Journal of Intellectual Capital, Vol. 1(1), pp. 85–100.27. Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. (1993). A Dynamic Process of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, Vol. 30 (1), February, pp. 7-27.28. Brady, M.K., Robertson, C.J., and Cronin, J.J. (2001). Managing behavioral intentions in diverse cultural environments: An investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers. Journal of International Management, Vol. 7(2), pp.129-149.29. Cardozo RN (1965). An experimental study of customer, effort, expectation and satisfaction. Journal of Marketing research., Vol. 2(3), pp. 244-249.30. Chaudhuri, A. (2002). How brand reputation affects the advertising brand equity link? Journal of Advertising Research, Vol. 42(3), pp. 33-43.31. Clemes, M.D., Gan, C.E.C., Kao, T.H., and Choong, M. (2008). An Empirical Analysis of Customer Satisfaction in International Air Travel. Innovative Marketing, Vol. 4 (2), pp. 50-62.32. Cronin J.J., and Taylor S.A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, Vol. 56, pp. 55-68.33. Cronin, J.J., Brady, M.K., and Hunt, T. M. (2000). Assessing the Effects of Quality, Value, and Customer Satisfaction on consumer Behavioral Intentions in Service Environments. Journal of Retailing ,Vol. 76 (2), pp. 193-218.34. Cronin, J.J., Brady, M.K., Brand, R.R., Hightower, R.J., and Shemwell, D.J. (1997). A Cross-sectional Test of the Effect and Conceptualization of Service Value. The Journal of Services Marketing , Vol. 11(6), pp. 375-391. 35. Dawkins, P.M., and Reichheld, F.F. (1990), Customer Retention as a Competitive Weapon. Directors and Boards, Vol. 14, Summer, pp. 42-47.36. De Ruyter, J. K., Wetzels, M., Lemmink, J., and Mattson, J. (1997). The dynamics of the service delivery process: a value-based approach. International Journal of Research in Marketing, Vol. 14, pp. 231–243.37. De Ruyter, J.K., Wetzels, M., and Bloemer, J. (1998). On the relationship perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management, Vol. 9(5), pp. 436–453.38. De-Chernatony, L., and Harris, F. (2000). Developing corporate brands through considering internal and external stakeholders. Corporate Reputation Review, Vol. 3(3), pp. 268-274.39. Della Bitta, A.J., and Monroe, K.B. (1974). The Influence of Adaptation Levels on Subjective Price Perceptions. In Ward S. and Wright P. (Ed.), Advances in Consumer Research, pp. 359-369. Ann Arbor, MI: Association for Consumer Research.40. Deng, Z., Lu, Y, Wei, K., and Zhang, J. (2009). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289–300.41. Dodds, W.B., Monroe, K.B. and Grewal, D. (1991). Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations. Journal of Marketing Research, Vol. 28 (August), pp. 307-319.42. ECSI (1998). European Customer Satisfaction Index, Foundation and Structure for Harmonized National Pilot Projects. ECSI document N. 005 (Editor Eklof, J.)43. Eggert, A., and Ulaga, W. (2002). Customer Perceived Value: A Substitute for Satisfaction in Business Markets. Journal of Business and Industrial Marketing, Vol. 17, pp. 107-118.44. Eggert, A., Ulaga W., and Schultz F. (2006). Value creation in the relationship life cycle: a quasi-longitudinal analysis. Industrial Marketing Management, Vol. 35, pp. 20-27.45. Ehigie, B.O. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, Vol. 24(7), pp. 494-508.46. Eklöf, J., Hackl, P., and Westlund, A. (1999). On measuring interactions between customer satisfaction and financial results. Total Quality Management, Vol. 10 (4&5), pp. 514–522.47. Eklöf, J., and Westlund, A. (2002). The Pan-European Customer Satisfaction Index Program – Current work and the way ahead. Total Quality Management, Vol. 13, pp. 1099-1106.48. Eshghi, A., Haughton, D., and Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications policy, Vol. 31 (2), pp. 93-106.49. Farris, P.W., Neil T.B., Phillip E.P., and David J.R. (2010). Marketing Metrics: The Definitive Guide to Measuring Marketing Performance. Upper Saddle River, New Jersey: Pearson Education, Inc.50. Flint D.J., Woodruff R.B., and Gardial S.F. (2002). Exploring the Phenomenon of Customers’ Desired Value Change in a Business-to-Business Context. Journal of Marketing, Vol. 66, (October), pp. 102-117.51. Fornell C. (1992). A national satisfaction barometer: the Swedish experience. Journal of Marketing, Vol. 56(1), pp. 6-21.52. Fornell, C. et al. (1995) Understanding and using the American customer satisfaction index (ACSI): assessing the financial impact of quality initiatives. Proceedings of the Juran Institute’s Conference on Managing for Total Quality.53. Fornell C. (2001). The Science of Satisfaction. Harvard Business Review, Vol. 79 (3), pp. 120-124.54. Fornell, C., Johnson M.D., Anderson, E.W., Cha J., and Bryant B.E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing; Vol. 60 (4), pp. 7-18.55. Garvin, D.A. (1978). Image measurement segmentation. Journal of Marketing Research, Vol. 15, pp. 384-394. 56. Garvin, D.A. (1984). What does product quality really mean? Sloan Management Review, Vol. 26(1), pp. 25- 43.57. Gommans, M., Krishan, K.S., and Scheddold, K.B. (2001). From Brand Loyalty to E-loyalty: A Conceptual Framework. Journal of Economic and Social Research, Vol. 3(1), pp. 43-58.58. Grewal D.; Monroe, K., and Krishnan, R. (1998). The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions. Journal of Marketing, Vol. 62 (2), pp. 46-59. 59. Gronholdt, L., Martensen, A., and Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total Quality Management, Vol. 11(4), pp. 509-514.60. Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, Vol. 18 (4), pp.36 – 44.61. Gummesson, E., and Grönroos C. (1988). Quality of Services: Lessons from the Product Sector. In Suprenant C. (Ed.), Add Value to Your Service. Chicago, American Marketing Association.62. Gupta S., Lehmann D., and Stuart J. (2004). Valuing customers. Journal of marketing Research, Vol. 41(1), pp. 7–18.63. Gustafsson, A. Johnson, M.D., and Roos, I (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, Vol. 69(4), pp.210-218. 64. Gustafsson, A., and Johnson, M.D. (2002). Measuring and managing the satisfaction-loyalty performance links at Volvo. Journal of Targeting, Measurement and Analysis for Marketing, Vol. 10 (3), pp. 249-258.65. Hennig-Thurau, T., and Klee, A. (1997). The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development. Psychology & Marketing, Vol. 14 (8), pp. 737–764.66. 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 Business Review, Vol. 72 (March–April), pp. 164–174.67. Heskett, J.L., Sasser, W.E.Jr., and Schlesinger, L.A. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. The Free Press, New York.68. Hill, N., Brierley, J. and MacDougall, R. (2003). How to Measure Customer Satisfaction. (Gower: Hampshire).69. Hines, P., Silvi, R., and Bartolini, M. (2002). Demand chain management: an integrative approach in automotive retailing. Operation Management, Vol. 20(6), pp. 707–728.70. Hirschman, A.O. (1970). Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations and States. Cambridge, Mass.: Harvard University Press.71. Holbrook, M.B. (1994). The nature of customer`s value: An axiology of service in the Consumption Experience. In: Rust, R.T. and & Oliver, R.L. (Ed.), Service quality: new directions in theory and practice, pp. 21-71. Thousand Oaks, CA: Sage Publications.72. Huber, F., Herrmann, A., and Morgan, R.E. (2001). Gaining Competitive Advantage through Customer Value Oriented Management. Journal of Consumer Marketing, Vol. 18(1), pp. 41-53.73. Jacobson, R., and Aaker, D.A. (1987). The strategic role of product quality. Journal of Marketing, Vol. 51(4), pp. 31-44.74. Johnson M, and Selnes F. (2004). Customer portfolio management: toward a dynamic theory of exchange relationships. Journal of Marketing, Vol. 68(2), pp. 1–17.75. Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervik, L., and Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, Vol.22 (2), pp.217-245.76. Jones, A.M., Mothersbaugh, D.L., and Beatty, S.E. (2000). Switching Barriers and Repurchase Intentions in Services. Journal of Retailing, Vol. 76 (2), pp. 259-274.77. Journal of International Management, Vol. 7(2), pp.129-149.78. Juhl, H.J., Kristensen, K., and Østergaard, P. (2002). Customer satisfaction in European food retailing. Journal of Retailing and Consumer Services, Vol.9, pp. 327-334.79. Keiningham T., Vavra T., Aksoy L. and Wallard H. (2005). Loyalty Myths: Hyped Strategies That Will Put You Out of Business and Proven Tactics That Really Work, 1st ed., Wiley.80. Keller, K. (1993). Conceptualizing, Measuring and Managing Customer Based Equity. Journal of Marketing, Vol.57 (1), pp. 01-23.81. Kim, D.J., Ferrin, D.L., and Rao, H.R. (2003). A study of the effect of consumer trust on consumer expectations and satisfaction: the Korean experience. In: Proceedings of the 5th international conference on Electronic commerce (ICEC). pp. 310–315. ACM Press, New York, NY, USA.82. Kim, H.S., and Yoon, C.H. (2004). Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommunications policy, Vol. 28, pp. 751-765.83. Kristensen, K., Martensen, A., and Grønholdt, L. (1999). Measuring the Impact of Buying Behaviour on Customer Satisfaction. Total Quality Management, Vol. 10, pp. 602-614.84. Kristensen, K., Martensen, A., and Gronholdt, L., (2000). Customer satisfaction measurement at post Denmark: results of application of the European customer satisfaction index methodology. Total Quality Management, Vol.11 (7), pp. 1007-1015.85. Lapierre, J. (2000). Customer-perceived Value in Industrial Context. Journal of Business & Industrial Marketing , Vol. 15, Iss:2/3, pp.122-140.86. Lee, E., and Lee, D. (2005). The effect of internet service quality on internet store loyalty: mediating role of internet store satisfaction and internet store image. In: Y. U. Ha & Y. Youjae (Ed.). Asia Pacific advances in consumer research, Vol. 6, pp. 386-392. Duluth, MN: Association for Consumer Research.87. Lee, J., Lee, J., and Feick, L. (2001). The impact of switching costs on the customer satisfaction–loyalty link: Mobile phone service in France. Journal of Services Marketing, Vol. 15, pp. 35–48.88. Lee YC, He LY, Jiang JS and Lian QY (2005). Foundation of the Taiwan Customer Satisfaction Index Model. Total Quality Management, Vol. 41(12), pp. 52-56.89. Lee YC, He LY, Jiang JS, and Lian QY (2005). Foundation of the Taiwan Customer Satisfaction Index Model. Total Quality Management, Vol. 41(12), pp. 52-56.90. Lee YC, He LY, Jiang JS, Lian QY (2006). The Taiwan Customer Satisfaction Index Model in Related to Sample Decision. Total Quality Management,Vol. 42(4), pp. 74-77.91. Leonidou, L.C. (2004). Industrial Manufacturer-Customer Relationships: The Discriminating Role of the Buying Situation. Industrial Marketing Management, Vol. 33 (1), pp. 731-742.92. Libai B, Narayandas D, and Humby C. (2002). Toward an individual customer profitability model: a segment-based approach. Journal of Service Research, Vol. 5(1), pp. 69-76.93. Lin, H.H., and Wang, Y.S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information and Management, Vol. 43(3), pp. 271-282.94. Lin, J.S.C., and Wu, C.Y. (2011). The role of expected future use in relationship-based service retention. Managing Service Quality, Vol. 21(5), pp. 535-551.95. Lindgreen, A., and Wynstra F. (2005). Value in Business Markets: What do we Know? Where Are We Going? Industrial Marketing Management Vol. 34 (7), pp. 732-748.96. Loughlin. O.C., and Coenders, G. (2002). Application of the European Customer Satisfaction index to postal services: structural equation models versus partial least squares. Working Paper, Economy Department, Universitat de Girona, Spain, September, pp. 01-28.97. Lovell, M.C. (1986). Tests of the Rational Expectations Hypothesis. American Economic Review, Vol. 76 (March), pp. 110-24.98. Martensen, A., Grønholdt, L., and Kristensen, K. (2000). The Drivers of Customer Satisfaction and Loyalty, Cross-Industry Findings From Denmark. Total Quality Management, Vol. 11, pp. 8544-8553.99. Martensen, A., Gronholdt, L.,Eskildsen, J.K., and Kristensen, K. (2000). Measuring student oriented quality in higher education: application of the ECSI methodology. Sinergie Rapporti di Ricerca, Vol. 9, pp. 372-383.100. Martenson, R. (2007). Corporate brand image, satisfaction and store loyalty. International Journal of Retail & Distribution Management, Vol. 35(7), pp. 544-555.101. Metcalf, L.E., Frear, C.R. and Krishman, R. (1992). Buyer-Seller Relationships. An Application of the IMP Interaction Model. European Journal of Marketing, Vol. 26 (2), pp. 27-46. 102. Murphy, E.C., and Mark A.M. (2002). Leading on the Edge of Chaos: The 10 Critical Elements for Success in Volatile Times. Paramus, NJ: Prentice Hall.103. Muth, J. (1961). Rational Expectations and the Theory of Price Movements. Econometrica, Vol. 29 (July), pp. 315-35.104. N’Goala (2007). Customer Switching Resistance (CSR): The effects of perceived equity, trust and relationship commitment. International Journal Of Service Industry and Management, Vol. 18(5), pp. 510-533. 105. Narayandas, D. (1998). Measuring and Managing the Benefits of Customer Retention. Journal of Service Research, Vol. 1(2), pp.108-121106. National Quality Research Center (2005). American Customer Satisfaction Index: Methodology Report. Milwaukee, WI: University of Michigan Business School.107. Naumann, E. (1995). Creating Customer Value: The Path to Sustainable Competitive Advantage. Thomson Executive Press, Cincinnati, OH.108. Oh, H. (2003). Price Fairness and Its Asymmetric Effects on Overall Price, Quality, and Value Judgments: the Case of an Upscale Hotel. Tourism Management, Vol.24 (4), pp. 387-399.109. Oliver, R.L. (1997). Satisfaction: A Behavioural Perspective on the Consumer, McGraw- Hill, New York.110. Oliver, R.L. (1999). Whence consumer loyalty? Journal of Marketing, Vol. 63 pp.33-44.111. Parasuraman, A. (1997). Reflections on Gaining Competitive Advantage through Customer Value. Journal of the Academy of Marketing Science, Vol. 25(2), pp. 154-161.112. Parasuraman, A., and Grewal, D. (2000). The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda. Journal of the Academy of Marketing Science, Vol. 28(1), pp. 168-174.113. Parasuraman, A., Zeithaml V., and Berry L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, Vol. 49, pp.41-50.114. Parasuraman, A., Zeithaml V., and Berry L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, Vol. 64 (1), pp. 12-40.115. Parasuraman, A., Zeithaml V., and Berry L. (1996). The behavioral consequences of service quality. Journal of Marketing, Vol. 60, pp. 31-46.116. Petrick, J.F. (2001). Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service. Paper presented at the 32nd Annual Conference of the Travel and Tourism Research Association, Fort Myers, Florida.117. Philip K., and Kevin L.K. (2006). Marketing Management. 12th edition, Upper Saddle River, NJ: Prentice Hall.118. Pitt, L.F., Parent, M., Junglas, I., Chan, A., and Spyropoulou, S. (2011). Integrating the Smartphone into a sound environmental information systems strategy: Principles, practices and a research agenda. Journal of Strategic Information Systems, Vol. 20, pp.27–37.119. Porter, S., and Claycomb, C. (1997). The influence of brand recognition on retail store image. The Journal of Product and Brand Management, Vol. 6, pp.373–384.120. Raphel, N., and Raphel, M. (1995). Up the loyalty ladder: turning sometime customers into full-time advocates of your business. New York: Harper Business.121. Ravald, A., and Grönroos, C. (1996). The Value Concept and Relationship Marketing. European Journal of Marketing, Vol. 30 (2), pp. 19-30.122. Reichheld F., and Sasser W. (1990). Zero defections: quality comes to services. Harvard Business Review, Vol. 68, pp. 105–11.123. Reichheld, F.F. (2001). The Loyalty Effect: The Hidden Force behind Growth, Profits and Lasting Value. Harvard Business Review Press, Boston, MA.124. Reichheld, F.F., Markey, R.G., and Hopton, C. (2000). E-customer loyalty - applying the traditional rules of business for online success. European Business Journal, Vol. 12, pp. 173–179.125. Robert, E.C., and Michael, S.F. (2009) Automotive Quality Reputation: Hard to achieve, Hard to lose, still harder to win back. California Management Review, Vol. 52 (1), pp.67-93.126. Rory P.M. (2000). A Consumer-Orientated framework of brand equity and loyalty. International Journal Of Marketing Research, Vol. 42(1), pp. 65-78.127. Rust, R.T. and Oliver, R.L. (1994). Service quality: insights and managerial implications from the frontier. In: Rust, R.T. and & Oliver, R.L. (Ed.), Service quality: new directions in theory and practice, pp. 1-20. Thousand Oaks, CA: Sage Publications.128. Rust, R.T., Zahorik, A.J., and Keiningham T.L. (1995). Return on quality (ROQ): making service quality financially accountable. Journal of Marketing, Vol.59 (2), pp.58-70.129. Rust, T., Zeithaml, V., and Lemmon, K. (2000). Driving customer equity. The Free Press, New York.130. Schiffman, L.G., and Kanuk, L.L. (2004). Consumer behavior. N.J.: Pearson Education Inc.,Upper Saddle River, New Jersey:Prentice-Hall.131. Simon, M. (2011). Brands In Context. Journal Of Advertising Research, Vol. 51, pp. 189-194.132. Sinha, I., and DeSarbo, W. S. (1998). An integrated approach toward the spatial modeling of perceived customer value. Journal of Marketing Research, Vol. 35(2), pp. 236–249.133. Spreng, R.A., McKenzie, S.B., and Olshavaksy, R.W. (1996). A Re–examination of the Determinants of Consumer Satisfaction. Journal of Marketing, Vol. 60 (3), pp. 15-32.134. Stahl, M.J., Barnes, W.K., Gardial, S.F., Parr, W.C., and Woodruff, R.B. (1999). Customer-Value Analysis Helps Hone Strategy. Quality Progress, Vol. 32(4), pp. 53-58.135. Stobart, P. (1994). Brand power. New York University Press, New York.136. Swan, J.E., and Frederick, I.T. (1980). Satisfaction Related to Predictive vs. Desired Expectations,” in Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior. H. Keith Hunt and Ralph L. Day, eds. Bloomington: Indiana University Press, pp. 7-12.137. Sweeney, J.C., and Soutar, G.N. (2001). Consumer perceived value: the development of multiple item scale. Journal of Retailing, Vol. 77(2), pp. 203–220.138. Sweeney, J.C., Soutar, G.N., and Johnson, L.W. (1999). The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment. Journal of Retailing, Vol. 75 (1), pp. 77-105. 139. Teas, R.K., and Agarwal, S. (2000). The Effect of Extrinsic Product Cues on Consumers` Perception of Quality, Sacrifice, and Value. Journal of the Academy of Marketing Science, Vol. 28 (2), pp. 278-290.140. Terblanche, N.S. (2006). The relationship between customer satisfaction and loyalty: An application of the American Customer Satisfaction Index in the South African fast food industry. Management Dynamics, Vol. 15(2), pp. 31–42.141. Tse, D.K., and Wilton, P.C. (1988). Models of Consumer Satisfaction Formation: An Extension. Journal of Marketing Research, Vol. 25 (May), pp. 204-12.142. Tung, L.L. (2004). Service quality and perceived value’s impact on satisfaction, intention and usage of short message service (SMS). Information Systems Frontiers, Vol. 6(4), pp. 353–368.143. Türkyilmaz A., and Özkan C. (2007). Development of a customer satisfaction index model: An application to the Turkish mobile phone sector. Industrial Management & Data Systems, Vol. 107 (5), pp. 672 – 687.144. Ulaga, W., and Chacour, S. (2001). Measuring Customer-Perceived Value in Business Markets: A Prerequisite for Marketing Strategy Development and Implementation. Industrial Marketing Management Vol. 30, pp. 525-540. 145. Ulaga, W., and Eggert, A. (2003). Developing a Standard Scale of Relationship Value in Business Markets: Development of a Measurement Scale, 17th Annual IMP Conference Proceedings, pp. 1-38. 146. Ulaga, W., and Eggert, A. (2006). Value–Based Differentiation in Business Relationships: Gaining and Sustaining Key Suppliers Status. Journal of Marketing, January, pp. 119-136. 147. Walter, A., Ritter, T., and Gemünden, H.G. (2001). Value Creation in buyer-Seller Relationships: Theoretical Considerations and Empirical Results from a Supplier’s Perspective. Industrial Marketing Management, Vol. 30, pp. 365-377. 148. Woodall, T. (2003). Conceptualizing “Value for the Customer”: An Attributional, Structural and Dispositional Analysis. Academy of Marketing Science Review, Vol. 12, pp. 1-42. 149. Woodruff, R.B. (1997). Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Science, Vol. 25 (2), pp. 139–153.150. Wu, C.C. (2011). The impact of hospital brand image on service quality, patient satisfaction and loyalty. African Journal of Business Management, Vol. 5(12), pp.4873-4882.151. Yang, Z., and Peterson, R.T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs. Psychology & Marketing. Vol. 21, pp. 799 -822.152. Zeithaml, V. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, Vol. 52 (July), pp. 2-22.153. Zeithaml, V. (2000). Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science, Vol. 28, pp. 67–85.154. Zeithaml, V., Bitner, M., and Gremler, D. (2006). Service Marketing: Integrating Customer Focus across the Firm. McGraw-Hill, New York.155. Zeithaml V., Parasuraman, A., and Berry L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press. zh_TW
