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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 林俊昇 | |
| dc.contributor.author | Chia-Chi Lee | en |
| dc.contributor.author | 李家齊 | zh_TW |
| dc.date.accessioned | 2021-06-13T08:22:37Z | - |
| dc.date.available | 2016-08-18 | |
| dc.date.copyright | 2011-08-18 | |
| dc.date.issued | 2011 | |
| dc.date.submitted | 2011-07-19 | |
| dc.identifier.citation | 一、 中文部分
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/36917 | - |
| dc.description.abstract | 由於服務市場趨近飽和，競爭激烈，服務業者面臨開發新客戶的成本增加以
及既有顧客嚴重流失之問題，此外由獲利面而言，舊有顧客是企業獲得利潤的重 要關鍵，因此顧客保留亦成為企業的目標以及經營優勢。有鑒於過去討論顧客保 留之模型，鮮少應用顧客本身之心理機制對於顧客保留之影響進行探討，故本研 究採用會員制企業資料，利用結構方程模式，由顧客之預期心理機制角度切入， 探討企業是否能藉由關係品質之提升影響顧客保留之程度。 經本研究實證結果顯示，顧客對於關係品質之評價正向影響顧客保留之意願， 此外，顧客以過去服務經驗為基礎預期未來之服務情況，亦對於顧客保留有正向 影響，而預期未來使用與預期後悔亦加強關係品質對於顧客保留之影響。根據上 述研究結果，本研究亦提出管理意涵及未來研究之建議。 | zh_TW |
| dc.description.abstract | Due to increasingly lower customer loyalty and higher customer attrition rate in the competitive marketplaces, firms are recognizing the importance of customer retention.
Retaining existing customers has been an important key factor for firm to lower marketing cost and enhance competitive advantages. Although relationship quality is recognized as a essential construct in the relationship marketing literature, current models of relationship quality mostly focuses the influence of customer past experience, ignoring customers’ psychological mechanism. With data collected from chained health clubs and SEM analysis, this research investigates the roles of customer future considerations in relationship quality-customer retention relationships. Results suggest that relationship quality positively affect the customer retention, while expected future use and anticipated regret mediate and moderate such relationships. Managerial implications and suggestions for future research are then discussed. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-13T08:22:37Z (GMT). No. of bitstreams: 1 ntu-100-R98724006-1.pdf: 568939 bytes, checksum: 491dafae68c84d12730490c918433447 (MD5) Previous issue date: 2011 | en |
| dc.description.tableofcontents | 謝 辭 II
摘 要 III Abstract IV 第一章 緒論 1 第一節 研究動機與目的 1 第二節 研究流程 3 第二章 文獻探討 4 第一節 關係品質 4 第二節 預期未來 8 第三節 關係品質與顧客保留 10 第四節 關係品質、預期未來使用與顧客保留 12 第五節 關係品質、預期後悔與顧客保留 14 第六節 預期未來因素在模型中的干擾效果 16 第三章 研究方法 18 第一節 研究架構 18 第二節 研究假說 18 第三節 研究變數定義與衡量 20 第四節 研究設計與研究工具 22 第五節 資料分析方法 23 第四章 資料分析 25 第一節 樣本特性分析 25 第二節 衡量模型分析 27 第三節 線性結構關係模式 34 第四節 階層迴歸分析 38 第五章 研究結論與建議 42 第一節 研究結論 42 第二節 管理意涵 46 第三節 研究限制與後續研究建議 48 參考文獻 50 | |
| dc.language.iso | zh-TW | |
| dc.subject | 預期未來使用 | zh_TW |
| dc.subject | 關係品質 | zh_TW |
| dc.subject | 顧客保留 | zh_TW |
| dc.subject | 預期後悔 | zh_TW |
| dc.subject | customer retention | en |
| dc.subject | expect of future use | en |
| dc.subject | anticipated regret | en |
| dc.subject | relationship quality | en |
| dc.title | 顧客預期心理對顧客保留之影響 | zh_TW |
| dc.title | The Role of Customers' Future Considerations in Service Retention | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 99-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 陳厚銘,任立中 | |
| dc.subject.keyword | 關係品質,顧客保留,預期後悔,預期未來使用, | zh_TW |
| dc.subject.keyword | relationship quality,customer retention,anticipated regret,expect of future use, | en |
| dc.relation.page | 62 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2011-07-20 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 國際企業學研究所 | zh_TW |
| 顯示於系所單位： | 國際企業學系 | |
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