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題名 在不提升顧客期望之下追求顧客滿意－歸因理論之應用
作者 李宛容
貢獻者 邱志聖
李宛容
關鍵詞 顧客期望
顧客滿意度
歸因理論
ELM理論
產品知識
日期 2001
上傳時間 18-Apr-2016 16:24:26 (UTC+8)
摘要 追求顧客滿意對任何一家公司來說都是重要的，畢竟一家公司若沒有顧客，公司就不會有利潤，公司一旦沒有利潤，公司也無生存的機會。如果當產品或服務能夠滿足顧客在消費之前的期望時，顧客滿意度就會提昇，不過，當顧客的這次消費的滿意度提昇後，通常顧客會抱著更大的期望來做下一次的消費，所以公司要滿足顧客下一次的期望，將會付出比這回還要多的成本與心力。若希望不斷的追求顧客滿意，可能公司要不斷地增加成本與心力來達成，這應該不是公司所樂見的。
參考文獻 一、中文書目
     丁興祥、李美枝、陳皎眉，社會心理學，國立空中大學用書，民國七十七年。
     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。
     李美枝，社會心理學—理論研究與應用，大洋出版社，民國七十六年。
     吳民隆，SPSS統計應用實務，松岡電腦圖書資料公司，民國八十九年。
     林財丁，消費者心理學，書華出版公司，民國八十四年。
     胡安華，滿意度模式建立與滿意構面確認之研究，交通大學工業管理研究所未出版碩士論文，民國八十四年。
     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。
     許慧娟，顧客滿意服務品質與服務價值關係之研究，中原大學企業管理研究所未出版碩士論文，民國八十三年。
     黃佩婷，顧客滿意度與顧客忠誠度之關係—交易成本理論觀點，政治大學國際貿易研究所未出版碩士論文，民國八十九年。
     楊鴻麟，顧客期望及顧客參與對服務缺失歸因之影響探討—以推廣教育為例，元智大學管理研究所未出版碩士論文，民國八十八年。
     二、英文書目
     Anderson, Eugene W. and Mary w. Sulluvan. 1993. “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.
     Bettman, J. R.. 1979. “Attributions in the Boardroom: Causal Reasoning in Corporate Annual Reports.” Administrative Science Quarterly 28:161-183.
     Bitner, M. J.. 1990. “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses.” Journal of Marketing 54: 69-82.
     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.
     Churchill, Gilbert A., Jr. and Carol Surprenant .1982. “An Investigation into the Determinants of Consumer Satisfaction.” Journal of Marketing Research 19(November): 491-504.
     Cronin, J. J., Jr, and S. A. Taylor 1992. “Measuring Service Quality: A reexamination and Extension.” Journal of Marketing 56： 55-68.
     Curren, M. T. and V. S. Folkes. 1987. “Attributional Influences on Consumers Desires to Communicate about Products.” Psychology and Marketing 4: in press.
     Dillon, William R., Thomas J. Madden and Neil H. Firtle. Marketing Research in a Marketing Environment. Third Edition.
     Flynn, Leisa Reinecke and Ronald E. Goldsmith. 1999. “A Short, Reliable Measure of Subjective Knowledge.” Journal of Business Research 46:57-66.
     Floyd, K. and M. Voloudakis. 1999. “Attributions for Expectancy Violating Changes in Affectionate Behavior in Platonic Friendships.” The Journal of Psychology 133(1): 32-48.
     Folkes, V. S.. 1988. “Recent Attribution Research in Consumer Behavior: A Review and New Directions.” Journal of consumer Research Vol.14: 548-566.
     Fornell, Claes .1992. “A National Customer Satisfaction Barometer: The Swedish Experience.” Journal of Marketing Vol.56 (January): 403-412.
     Gotlieb, Jerry B., 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.
     Green, S. G., and R. C.Linden. 1980. “Contextual and Attributional Influences on Control Decisions.” Journal of Applied Psychology: 453-458.
     Kelley, H. H.. 1967. “Attribution Theory in Social Psychology.” D. Levine (ed.), Nebraska Symposium on Motivation: 192-238, Lincoln, NE: University of Nebraska Press.
     Kelley, H. H.. 1973. “The Process of Causal Attribution.” American Psychologist 28: 107-128.
     Kelley, H. H., and John L. Michela. 1980. “Attribution Theory and Research.” Annual Review of Psychology 31: 457-501.
     Kurtz, D.L. and K. E. Clow. 1998. “Service Marketing” John Wiley & Sons, Inc.
     Oliver, Richard L.. 1976. “Effect of Expectation and Disconfirmation on Post-exposure Product Evaluations: An Alternative Interpretation.” Journal or Psychology Vol. 62(August): 480-486.
     Oliver, R. L..1981. “Measurement and Evaluation of Satisfaction Process in Retail Settings.” Journal of Retailing Vol. 57.
     Oliver, Richard L..1981. “What is Customer Satisfaction.” Wharton Magazine Vol.5 (Spring): 36-41.
     Oliver, R. L., and W. S. DeSarbo. 1988. “Response Determinants on Satisfaction Judgment.” Journal of Consumer Research 14:495-507.
     Parasuraman, A., V. A. Zeithaml, and L. L. Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing Vol.49: 41-50.
     Petty, Richard E. and John T. Cacioppo.1981. Attitude and Persuasion: Classic and Contemporary Approaches, Dubuque, IA:Wm. C. Brown Company.
     Petty, Richard E.and John T. Cacioppo. 1984 “The Elaboration Likelihood Model of Persuasion.” Advances in Consumer Research Vol11: 673-675.
     Petty, Richard E.and John T. Cacioppo. 1986. “The Elaboration Likelihood Model of Persuasion.” Advances in Experimental Social Psychology 19: 123-205.
     Rust, Roland T. and Richard L. Oliver. 2000. “Should We Delight the customer?” Journal of the Academy of Marketing Science Vol 28:86-94.
     Sears, David O., Jonathan L. Freedman and Letitia Anne Peplau. Social Psychology. Fifth Edition.
     Tse, David K. and Peter C. Wilton. 1998. “Models of Consumer Satisfaction Formation: An Extension.” Journal of Marketing Research 25(May): 204-212.
     Westbrook, Robert A..1980. “A Rating Scale for Measuring Product/Service Satisfaction.” Journal of Marketing Vol.44 (Fall): 68-72.
     Westbrook, Robert A..1980. “Consumer Satisfaction as a function of Personal Competence/Efficacy.” Journal of the Academy of Marketing Science Vol.8 (Fall): 427-437.
     Wirth, Jochen and John E. G. Bateson. 1999. “Consumer Satisfaction with Service: Integrating the Environment Perspective in Service Marketing into the Traditional Disconfirmation Paradigm.” Journal of Business Research 44: 455-66.
     Woodruff, Robert., Ernest R. Cadotte and Roger L. Jenkins. 1993. “Modeling Consumer Satisfaction Processes Using Experience-Based Norms.” Journal of Marketing Research 20(August): 296-304.
     Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman. 1996. “The Behavioral Consequences of Service Quality.” Journal of Marketing Vol.60 (April): 31-46.
     Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman. 1993. “The Nature and Determinants of Customer Expectations of Service.” Journal of the Academy of Marketing Science Vol.21: 1-12.
描述 碩士
國立政治大學
國際經營與貿易學系
88351026
資料來源 http://thesis.lib.nccu.edu.tw/record/#A2002001515
資料類型 thesis
dc.contributor.advisor 邱志聖zh_TW
dc.contributor.author (Authors) 李宛容zh_TW
dc.creator (作者) 李宛容zh_TW
dc.date (日期) 2001en_US
dc.date.accessioned 18-Apr-2016 16:24:26 (UTC+8)-
dc.date.available 18-Apr-2016 16:24:26 (UTC+8)-
dc.date.issued (上傳時間) 18-Apr-2016 16:24:26 (UTC+8)-
dc.identifier (Other Identifiers) A2002001515en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/85302-
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) 88351026zh_TW
dc.description.abstract (摘要) 追求顧客滿意對任何一家公司來說都是重要的，畢竟一家公司若沒有顧客，公司就不會有利潤，公司一旦沒有利潤，公司也無生存的機會。如果當產品或服務能夠滿足顧客在消費之前的期望時，顧客滿意度就會提昇，不過，當顧客的這次消費的滿意度提昇後，通常顧客會抱著更大的期望來做下一次的消費，所以公司要滿足顧客下一次的期望，將會付出比這回還要多的成本與心力。若希望不斷的追求顧客滿意，可能公司要不斷地增加成本與心力來達成，這應該不是公司所樂見的。zh_TW
dc.description.tableofcontents 封面頁
     證明書
     致謝詞
     論文摘要
     目錄
     圖表目錄
     第一章 緒論
     第一節 研究動機
     第二節 研究目的
     第三節 研究流程
     第二章 文獻探討
     第一節 顧客期望之形成
     第二節 顧客滿意度理論
     第三節 歸因理論
     第四節 假設推論
     第五節 對於探索性研究的文獻探討部分
     第三章 研究設計
     第一節 實驗設計
     第二節 變數定義與衡量
     第三節 問卷設計與抽樣程序
     第四節 資料分析方法
     第五節 信度分析
     第六節 效度分析
     第四章 研究結果
     第一節 樣本結構
     第二節 假設驗證
     第三節 探索性研究部分∼干擾項（產品知識高低）的影響
     第五章 結論與建議
     第一節 研究結論
     第二節 關於實務上的建議
     第三節 研究貢獻
     第四節 研究限制
     第五節 後續研究建議
     參考文獻
     附錄
     附錄一 預試問卷之一
     附錄二 預試問卷之二
     附錄三 情境設計（區別性）
     附錄四 情境設計（一致性）
     附錄五 情境設計（共同性）
     附錄六 正式問卷（以第一組為例）
     附錄七 正式問卷（對照組）		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#A2002001515en_US
dc.subject (關鍵詞) 顧客期望zh_TW
dc.subject (關鍵詞) 顧客滿意度zh_TW
dc.subject (關鍵詞) 歸因理論zh_TW
dc.subject (關鍵詞) ELM理論zh_TW
dc.subject (關鍵詞) 產品知識zh_TW
dc.title (題名) 在不提升顧客期望之下追求顧客滿意－歸因理論之應用zh_TW
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、中文書目
     丁興祥、李美枝、陳皎眉，社會心理學，國立空中大學用書，民國七十七年。
     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。
     李美枝，社會心理學—理論研究與應用，大洋出版社，民國七十六年。
     吳民隆，SPSS統計應用實務，松岡電腦圖書資料公司，民國八十九年。
     林財丁，消費者心理學，書華出版公司，民國八十四年。
     胡安華，滿意度模式建立與滿意構面確認之研究，交通大學工業管理研究所未出版碩士論文，民國八十四年。
     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。
     許慧娟，顧客滿意服務品質與服務價值關係之研究，中原大學企業管理研究所未出版碩士論文，民國八十三年。
     黃佩婷，顧客滿意度與顧客忠誠度之關係—交易成本理論觀點，政治大學國際貿易研究所未出版碩士論文，民國八十九年。
     楊鴻麟，顧客期望及顧客參與對服務缺失歸因之影響探討—以推廣教育為例，元智大學管理研究所未出版碩士論文，民國八十八年。
     二、英文書目
     Anderson, Eugene W. and Mary w. Sulluvan. 1993. “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.
     Bettman, J. R.. 1979. “Attributions in the Boardroom: Causal Reasoning in Corporate Annual Reports.” Administrative Science Quarterly 28:161-183.
     Bitner, M. J.. 1990. “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses.” Journal of Marketing 54: 69-82.
     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.
     Churchill, Gilbert A., Jr. and Carol Surprenant .1982. “An Investigation into the Determinants of Consumer Satisfaction.” Journal of Marketing Research 19(November): 491-504.
     Cronin, J. J., Jr, and S. A. Taylor 1992. “Measuring Service Quality: A reexamination and Extension.” Journal of Marketing 56： 55-68.
     Curren, M. T. and V. S. Folkes. 1987. “Attributional Influences on Consumers Desires to Communicate about Products.” Psychology and Marketing 4: in press.
     Dillon, William R., Thomas J. Madden and Neil H. Firtle. Marketing Research in a Marketing Environment. Third Edition.
     Flynn, Leisa Reinecke and Ronald E. Goldsmith. 1999. “A Short, Reliable Measure of Subjective Knowledge.” Journal of Business Research 46:57-66.
     Floyd, K. and M. Voloudakis. 1999. “Attributions for Expectancy Violating Changes in Affectionate Behavior in Platonic Friendships.” The Journal of Psychology 133(1): 32-48.
     Folkes, V. S.. 1988. “Recent Attribution Research in Consumer Behavior: A Review and New Directions.” Journal of consumer Research Vol.14: 548-566.
     Fornell, Claes .1992. “A National Customer Satisfaction Barometer: The Swedish Experience.” Journal of Marketing Vol.56 (January): 403-412.
     Gotlieb, Jerry B., 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.
     Green, S. G., and R. C.Linden. 1980. “Contextual and Attributional Influences on Control Decisions.” Journal of Applied Psychology: 453-458.
     Kelley, H. H.. 1967. “Attribution Theory in Social Psychology.” D. Levine (ed.), Nebraska Symposium on Motivation: 192-238, Lincoln, NE: University of Nebraska Press.
     Kelley, H. H.. 1973. “The Process of Causal Attribution.” American Psychologist 28: 107-128.
     Kelley, H. H., and John L. Michela. 1980. “Attribution Theory and Research.” Annual Review of Psychology 31: 457-501.
     Kurtz, D.L. and K. E. Clow. 1998. “Service Marketing” John Wiley & Sons, Inc.
     Oliver, Richard L.. 1976. “Effect of Expectation and Disconfirmation on Post-exposure Product Evaluations: An Alternative Interpretation.” Journal or Psychology Vol. 62(August): 480-486.
     Oliver, R. L..1981. “Measurement and Evaluation of Satisfaction Process in Retail Settings.” Journal of Retailing Vol. 57.
     Oliver, Richard L..1981. “What is Customer Satisfaction.” Wharton Magazine Vol.5 (Spring): 36-41.
     Oliver, R. L., and W. S. DeSarbo. 1988. “Response Determinants on Satisfaction Judgment.” Journal of Consumer Research 14:495-507.
     Parasuraman, A., V. A. Zeithaml, and L. L. Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing Vol.49: 41-50.
     Petty, Richard E. and John T. Cacioppo.1981. Attitude and Persuasion: Classic and Contemporary Approaches, Dubuque, IA:Wm. C. Brown Company.
     Petty, Richard E.and John T. Cacioppo. 1984 “The Elaboration Likelihood Model of Persuasion.” Advances in Consumer Research Vol11: 673-675.
     Petty, Richard E.and John T. Cacioppo. 1986. “The Elaboration Likelihood Model of Persuasion.” Advances in Experimental Social Psychology 19: 123-205.
     Rust, Roland T. and Richard L. Oliver. 2000. “Should We Delight the customer?” Journal of the Academy of Marketing Science Vol 28:86-94.
     Sears, David O., Jonathan L. Freedman and Letitia Anne Peplau. Social Psychology. Fifth Edition.
     Tse, David K. and Peter C. Wilton. 1998. “Models of Consumer Satisfaction Formation: An Extension.” Journal of Marketing Research 25(May): 204-212.
     Westbrook, Robert A..1980. “A Rating Scale for Measuring Product/Service Satisfaction.” Journal of Marketing Vol.44 (Fall): 68-72.
     Westbrook, Robert A..1980. “Consumer Satisfaction as a function of Personal Competence/Efficacy.” Journal of the Academy of Marketing Science Vol.8 (Fall): 427-437.
     Wirth, Jochen and John E. G. Bateson. 1999. “Consumer Satisfaction with Service: Integrating the Environment Perspective in Service Marketing into the Traditional Disconfirmation Paradigm.” Journal of Business Research 44: 455-66.
     Woodruff, Robert., Ernest R. Cadotte and Roger L. Jenkins. 1993. “Modeling Consumer Satisfaction Processes Using Experience-Based Norms.” Journal of Marketing Research 20(August): 296-304.
     Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman. 1996. “The Behavioral Consequences of Service Quality.” Journal of Marketing Vol.60 (April): 31-46.
     Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman. 1993. “The Nature and Determinants of Customer Expectations of Service.” Journal of the Academy of Marketing Science Vol.21: 1-12.		zh_TW