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題名 提昇顧客滿意度--以Lexus在台灣為例
Improving Customer Satisfaction: The Case of Lexus in Taiwan
作者 戴興夏
Tai, Hsing-Shia
貢獻者 于卓民
Yu, Chwo-Ming Joseph
戴興夏
Tai, Hsing-Shia
關鍵詞 顧客滿意
Customer Satisfaction
Lexus
LISREL
Expectation
Perceived Quality
Perceived Value
CSI Model
日期 1998
上傳時間 20-Apr-2016 16:47:43 (UTC+8)
摘要 沒有中文摘要
As the numbers of manufacturers and providers strive to out-do each other, Taiwan is increasingly becoming a competitive market. As the market becomes competitive, traditional norm was for firms to compete on the basis of price. However, firms are realizing that competing on price does not only decrease their profit margins, but it is also very costly to continuously acquire new customers. Therefore, various firms have started to attach more and more importance on improving customer satisfaction to retain current customers.
參考文獻 Anderson, Eugene W., Fornell, Claes & Lehmann Donald R., “Customer Satisfaction, Market Share, and Profitability: Findings From Sweden,” Journal of Marketing, Vol. 58, July, 1994, pp.53-66.
Barsky, Jonathan D., World-Class Customer Satisfaction, Burr Ridge, IL: Irwin Professional Publishing, 1995.
Bolton, Ruth N. and Drew, James H., “A Multistage Model of Customers’ Assessments of Service Quality and Value,” Journal of Consumer Research, Vol. 17, March, 1991, pp.375-384.
Brown, Stanley A., Total Quality Service: How Organizations Use It To Create A Competitive Advantage, Scarborough, Ontario: Prentice Hall Canada, 1992.
Churchill, Jr., and Surprenant, Carol, “An Investigation Into the Determinants of Customer Satisfaction,” Journal of Marketing Research, Vol. 19, November, 1982, pp.491-504.
Collier, David A., The Service/Quality Solution: Using Service Management To Gain Competitive Advantage, Milwaukee, WI: ASQC Quality Press, 1994.
Davis, Duane, Business Research For Decision Making, 4th ed., Belmont, CA: Wadsworth Publishing Company, 1996.
Dutka, Alan F., AMA Handbook For Customer Satisfaction: A Complete Guide To Research, Planning & Implementation, Lincolnwood, IL: NTC Business Books, 1994.
Fornell, Claes, “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, Vol. 56, January, 1992, pp.6-21.
Fornell, Claes, Johnson, Michael D., Anderson, Eugene W., Cha, Jaesung & Bryant, Barbara Everitt., “American Customer Satisfaction Index: Nature, Purpose, and Findings,” Journal of Marketing, Vol. 60, October, 1996, pp.7-18.
Garvine, D.A., Managing Quality: The Strategic and Competitive Edge, New York: Free Press, 1998.
Hair, Joseph F. Junior., Anderson, Ralph E., Tatham, Ronald L., and Black, William C., Multivariate Data Analysis With Readings, 4th ed., Upper Saddle River, NJ: Prentice-Hall, Inc., 1995.
Joreskog, Karl G., and Sorbom, Dag, LISREL 8: User’s Reference Guide, Chicago, IL: Scientific Software International, Inc., 1996.
Kessler, Sheila, Measuring and Manageing Customer Satisfaction: Going For The Gold, Milwaukee, WI: ASQC Quality Press, 1996.
Hayes, Bob E., Measuring Customer Satisfaction: Survey Design, Use, And Statistical Analysis Methods, 2nd ed., Milwaukee, WI: ASQC Quality Press, 1998.
Kotler, Philip, Ang, Swee Hoon., Leong, Siew Meng., & Tan, Chin Tiong., Marketing Management: An Asian Perspective, Singapore: Prentice Hall Simon & Schuster (Asia) Pte Ltd., 1996.
*Lin, Yang-Zhu, “Research of Customer Satisfaction Decision Model and Effects: Substantiation of Personally Used Small Automobile in Taiwan,” Doctor Degree Thesis, National Taiwan University, 1996.
Oliver, Richard L., “A Cognitive Model of the Antecedents and Consequence of Satisfaction Decisions,” Journal of Marketing Research, Vol. 17, November, 1980, pp.460-469.
Oliver, Richard L., “A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts.” In Swartz, T.A., Bowen, D.E., & Brown, S.W., ed., Advances in Service Marketing and Management: Research and Practice, Greenwich, CT: JAI, 1993.
Parasuraman, A., Zeithaml, Valarie A. and Berry, Leonard L., “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, Vol.49 (4), 1985, pp.41-50.
Rust, Roland T. and Oliver, Richard L, ed., Service Quality: New Directions in Theory and Practice, Thousand Oaks, California: Sage Publications, Inc., 1994.
Sewell, Carl & Brown, Paul B., Customers For Life: How to Turn That One-Time Buyer into a Lifetime Customer: New York, New York: Doubleday, 1990.
Steenkamp, J.B.E.M., Product Quality: An Investigation into the Concept and How it is Perceived by Consumers, Assen/Maastricht, The Netherlands: Van Gorcum, 1989.
*Tsai, He-Qi, “Research Of Product Warranty And Country Of Origin Effect Influence On Customer Attitude,” Master Degree Thesis, National Cheng-Chi University, 1998.
Tse, David K. and Wilton, Peter C., “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, Vol. 25, May, 1988, pp. 204-212.
Zeithaml, Valarie A., “Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, Vol. 52 (3), 1988, pp.2-22.
Zeithaml, Valarie A., Parasuraman, A. & Berry, Leonard L., Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: The Free Press, 1990.
*Xiao, Fu-Feng, “Research of Key Factors Influencing Service Quality: From the Service Power of Service Elements Point of View,” Doctor Degree Thesis, National Cheng-Chi University, 1996.
Literatures with * indicates that they are written in Chinese. Authors’ names and their titles were translated.
描述 碩士
國立政治大學
企業管理學系
86355067
資料來源 http://thesis.lib.nccu.edu.tw/record/#B2002001373
資料類型 thesis
dc.contributor.advisor 于卓民zh_TW
dc.contributor.advisor Yu, Chwo-Ming Josephen_US
dc.contributor.author (Authors) 戴興夏zh_TW
dc.contributor.author (Authors) Tai, Hsing-Shiaen_US
dc.creator (作者) 戴興夏zh_TW
dc.creator (作者) Tai, Hsing-Shiaen_US
dc.date (日期) 1998en_US
dc.date.accessioned 20-Apr-2016 16:47:43 (UTC+8)-
dc.date.available 20-Apr-2016 16:47:43 (UTC+8)-
dc.date.issued (上傳時間) 20-Apr-2016 16:47:43 (UTC+8)-
dc.identifier (Other Identifiers) B2002001373en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/85774-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理學系zh_TW
dc.description (描述) 86355067zh_TW
dc.description.abstract (摘要) 沒有中文摘要zh_TW
dc.description.abstract (摘要) As the numbers of manufacturers and providers strive to out-do each other, Taiwan is increasingly becoming a competitive market. As the market becomes competitive, traditional norm was for firms to compete on the basis of price. However, firms are realizing that competing on price does not only decrease their profit margins, but it is also very costly to continuously acquire new customers. Therefore, various firms have started to attach more and more importance on improving customer satisfaction to retain current customers.en_US
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#B2002001373en_US
dc.subject (關鍵詞) 顧客滿意zh_TW
dc.subject (關鍵詞) Customer Satisfactionen_US
dc.subject (關鍵詞) Lexusen_US
dc.subject (關鍵詞) LISRELen_US
dc.subject (關鍵詞) Expectationen_US
dc.subject (關鍵詞) Perceived Qualityen_US
dc.subject (關鍵詞) Perceived Valueen_US
dc.subject (關鍵詞) CSI Modelen_US
dc.title (題名) 提昇顧客滿意度--以Lexus在台灣為例zh_TW
dc.title (題名) Improving Customer Satisfaction: The Case of Lexus in Taiwanen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) Anderson, Eugene W., Fornell, Claes & Lehmann Donald R., “Customer Satisfaction, Market Share, and Profitability: Findings From Sweden,” Journal of Marketing, Vol. 58, July, 1994, pp.53-66.
Barsky, Jonathan D., World-Class Customer Satisfaction, Burr Ridge, IL: Irwin Professional Publishing, 1995.
Bolton, Ruth N. and Drew, James H., “A Multistage Model of Customers’ Assessments of Service Quality and Value,” Journal of Consumer Research, Vol. 17, March, 1991, pp.375-384.
Brown, Stanley A., Total Quality Service: How Organizations Use It To Create A Competitive Advantage, Scarborough, Ontario: Prentice Hall Canada, 1992.
Churchill, Jr., and Surprenant, Carol, “An Investigation Into the Determinants of Customer Satisfaction,” Journal of Marketing Research, Vol. 19, November, 1982, pp.491-504.
Collier, David A., The Service/Quality Solution: Using Service Management To Gain Competitive Advantage, Milwaukee, WI: ASQC Quality Press, 1994.
Davis, Duane, Business Research For Decision Making, 4th ed., Belmont, CA: Wadsworth Publishing Company, 1996.
Dutka, Alan F., AMA Handbook For Customer Satisfaction: A Complete Guide To Research, Planning & Implementation, Lincolnwood, IL: NTC Business Books, 1994.
Fornell, Claes, “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, Vol. 56, January, 1992, pp.6-21.
Fornell, Claes, Johnson, Michael D., Anderson, Eugene W., Cha, Jaesung & Bryant, Barbara Everitt., “American Customer Satisfaction Index: Nature, Purpose, and Findings,” Journal of Marketing, Vol. 60, October, 1996, pp.7-18.
Garvine, D.A., Managing Quality: The Strategic and Competitive Edge, New York: Free Press, 1998.
Hair, Joseph F. Junior., Anderson, Ralph E., Tatham, Ronald L., and Black, William C., Multivariate Data Analysis With Readings, 4th ed., Upper Saddle River, NJ: Prentice-Hall, Inc., 1995.
Joreskog, Karl G., and Sorbom, Dag, LISREL 8: User’s Reference Guide, Chicago, IL: Scientific Software International, Inc., 1996.
Kessler, Sheila, Measuring and Manageing Customer Satisfaction: Going For The Gold, Milwaukee, WI: ASQC Quality Press, 1996.
Hayes, Bob E., Measuring Customer Satisfaction: Survey Design, Use, And Statistical Analysis Methods, 2nd ed., Milwaukee, WI: ASQC Quality Press, 1998.
Kotler, Philip, Ang, Swee Hoon., Leong, Siew Meng., & Tan, Chin Tiong., Marketing Management: An Asian Perspective, Singapore: Prentice Hall Simon & Schuster (Asia) Pte Ltd., 1996.
*Lin, Yang-Zhu, “Research of Customer Satisfaction Decision Model and Effects: Substantiation of Personally Used Small Automobile in Taiwan,” Doctor Degree Thesis, National Taiwan University, 1996.
Oliver, Richard L., “A Cognitive Model of the Antecedents and Consequence of Satisfaction Decisions,” Journal of Marketing Research, Vol. 17, November, 1980, pp.460-469.
Oliver, Richard L., “A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts.” In Swartz, T.A., Bowen, D.E., & Brown, S.W., ed., Advances in Service Marketing and Management: Research and Practice, Greenwich, CT: JAI, 1993.
Parasuraman, A., Zeithaml, Valarie A. and Berry, Leonard L., “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, Vol.49 (4), 1985, pp.41-50.
Rust, Roland T. and Oliver, Richard L, ed., Service Quality: New Directions in Theory and Practice, Thousand Oaks, California: Sage Publications, Inc., 1994.
Sewell, Carl & Brown, Paul B., Customers For Life: How to Turn That One-Time Buyer into a Lifetime Customer: New York, New York: Doubleday, 1990.
Steenkamp, J.B.E.M., Product Quality: An Investigation into the Concept and How it is Perceived by Consumers, Assen/Maastricht, The Netherlands: Van Gorcum, 1989.
*Tsai, He-Qi, “Research Of Product Warranty And Country Of Origin Effect Influence On Customer Attitude,” Master Degree Thesis, National Cheng-Chi University, 1998.
Tse, David K. and Wilton, Peter C., “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, Vol. 25, May, 1988, pp. 204-212.
Zeithaml, Valarie A., “Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, Vol. 52 (3), 1988, pp.2-22.
Zeithaml, Valarie A., Parasuraman, A. & Berry, Leonard L., Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: The Free Press, 1990.
*Xiao, Fu-Feng, “Research of Key Factors Influencing Service Quality: From the Service Power of Service Elements Point of View,” Doctor Degree Thesis, National Cheng-Chi University, 1996.
Literatures with * indicates that they are written in Chinese. Authors’ names and their titles were translated.		zh_TW