請用此 Handle URI 來引用此文件:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/32725
完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 黃明蕙(Ming-Hui Huang) | |
dc.contributor.author | CHUNG-SHUN LIAO | en |
dc.contributor.author | 廖崇舜 | zh_TW |
dc.date.accessioned | 2021-06-13T04:14:14Z | - |
dc.date.available | 2006-07-27 | |
dc.date.copyright | 2006-07-27 | |
dc.date.issued | 2006 | |
dc.date.submitted | 2006-07-25 | |
dc.identifier.citation | Aaker, and David, A. “Measuring Brand Equity across Products and Markets,” California Management Review (38:3), 1996, pp. 102-120.
Anderson, E. W., and Sullivan, M. W. “The Antecedents and Consequences of Customer Satisfaction for Firms,” Marketing Science (12:2), 1993, pp. 125-143. Archer, N. P., and Wesolowsky, G. O. “Consumer Response to Service and Product Quality: A Study of Motor Vehicle Owners,” Journal of Operations Management (14:2), 1996, pp. 103-118. Churchill, G. A., Jr. and Surprenant, C. “An Investigation into the Determinants of Customer Satisfaction,” Journal of Marketing Research (19:4), 1982, pp. 491-504. Devaraj, S., Matta, K. F., Conlon E. “Product and service quality: The antecedents of customer loyalty in the automotive industry,” Production and Operations Management (10:4), 2001, pp. 424-439. Dresner, M., and Kefeng, X. “Customer Service, Customer Satisfaction, and Corporate Performance in the Service Sector,” Journal of Business Logistics (16:1), 1995, pp. 23-40. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., and Bryant, B. E. “The American Customer Satisfaction Index: Nature, Purpose, and Findings,” Journal of Marketing (60:4), 1996, pp. 7-18. Gronroos, C. “A Service Quality Model and its Marketing Implications,” European Journal of Marketing (18:4), 1984, pp. 36-44. Kahneman, D. “Maps of Bounded Rationality: Psychology for Behavioral Economics,” American Economic Review (93:5), 2003, pp. 1449-1475. Huang, Ming-Hui “The Strategic Use of CRM from a Behavioral Economics Perspective,” Working Paper, 2006. Lovelock, C., and Wirtz, J. “Services Marketing: People, Technology, Strategy,” Person Practice Hall, 2004, pp. 44. Innis, D. E., and La Londe, B. J. “Customer Service: The Key to Customer Satisfaction, Customer Loyalty, and Market Share,” Journal of Business Logistics (15:1), 1994, pp. 1-27. Kahneman, D., and Tversky, A. “Prospect Theory: An Analysis of Decisions under Risk,” Econometrica (47:2), 1979, pp. 263-291. Kahneman, D. “Maps of Bounded Rationality: Psychology for Behavioral Economics,” American Economic Review (93:5), 2003, pp. 1449-1475. Kordupleski, R. E., Rust, R. T., and Zahorik A. J. “Why Improving Quality Doesn't Improve Quality (Or Whatever Happened to Marketing?),” California Management Review (35:3), 1993, pp. 82-95. Mathieu, A. “Product Services: From a Service Supporting the Product to a Service Supporting the Client,” Journal of Business & Industrial Marketing (16:1), 2001, pp. 39-58. Milgrom, P., and Roberts, J. “Price and Advertising Signals of Product Quality,” Journal of Political Economy (94:4), 1986, pp. 796-821. Oliver, R. L. “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research (17:4), 1980, pp. 460-469. Slotegraaf, R. J. and Inman, J. J. “Longitudinal Shifts in the Drivers of Perceived Product Quality: The Role of Attribute Resolvability,” Journal of Marketing Research (41:3), 2004, pp. 269-280. Rust, R. T., Inman, J. J., Jia, J., and Zahorik A. “What You Don't Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions,” Marketing Science (18:1), 1999, pp. 77-92. Shieh, S. “Incentives for Cost-Reducing Investment in a Signaling Model of Product Quality,” The Rand Journal of Economics (24:3), 1993, pp. 466-477. Stiglitz and Joseph E. “The Causes and Consequences of the Dependence of Quality on Price,” Journal of Economic Literature (25:1), 1987, pp. 1-48. Tversky, A., and Kahneman, D. “Loss Aversion in Riskless Choice: A Reference-Dependent Model,” Quarterly Journal of Economics (106:4), 1991, pp. 1039-1061. Vandenbosch, M. and Dawar, N. “Beyond Better Products Capturing Value in Customer Interactions,” MIT Sloan Business Review (43:4), 2002, pp. 35-42. Woodruff, R. B., Cadotte, E. R., and Jenkins, R. L. “Modeling Consumer Satisfaction Processes Using Experience-Based Norms,” Journal of Marketing Research (20:3), 1983, pp. 296-304. Zeithaml, V. A. “Customer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing (52:3), 1988, pp. 2-22. | |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/32725 | - |
dc.description.abstract | 過去許多研究發現,對某些產品,顧客對於購後經驗的重視程度遠大於對產品品質的重視。尤其對資訊科技產品而言,「顧客服務」更是維持顧客關係的關鍵的過程,沒有這種和顧客的互動便無法建立公司與顧客之間的關係基礎。過去的文獻經常將期望失驗當作衡量顧客滿意度的指標,在本論文中,我們以前景理論中的損失趨避和參考點的概念為理論基礎,將「顧客服務」的水準,視為顧客所知覺到的「正面期望失驗(損失)」或「負面期望失驗(利得)」,藉此研究顧客關係管理對顧客知覺品質以及產品滿意度的影響。我們假設「互動」過程可以改變消費者的產品品質參考點,進而影響消費者對產品的整體滿意度。在損失趨避的影響下,購買高品質產品的消費者對於「服務」過程較購買低品質產品的消費者敏感。 | zh_TW |
dc.description.abstract | Providing customers with best services is a core process for maintaining long-term relationships with customers. For some products, the importance of such services can outweigh product quality. Based on the concept of loss aversion derived from prospect theory, this study considers that customer service can be used to make up the gap between expectation and quality performance, a phenomenon typically explained by the disconfirmation perspective. Based on data from 123 manager samples from major US firms, customer service was confirmed to moderate the relationship between quality expectation and perceived quality (i.e., disconfirmation), and therefore affected customer satisfaction. This disconfirmation gap was more manifest for high-end products than for low-end products due to customer loss aversion. Implications for the results and future studies are discussed. | en |
dc.description.provenance | Made available in DSpace on 2021-06-13T04:14:14Z (GMT). No. of bitstreams: 1 ntu-95-R93725048-1.pdf: 358428 bytes, checksum: 0986fd0e2e1cba6992a721c3d909d2f9 (MD5) Previous issue date: 2006 | en |
dc.description.tableofcontents | 1. Introduction 1
2. Literature Review 2 2.1 Customer Service 2 2.2 Quality 3 2.2.1 Product Quality 3 2.2.2 Perceived Quality 3 2.3 Disconfirmation 4 2.4 Prospect Theory 5 3. Methodology 7 3.1 Research Framework 7 3.2 Research Hypotheses 7 3.3 Data 9 3.4 Measurement 9 4. Results 11 4.1 Sample Characteristics 11 4.2 Reliability Test 11 4.3 Hypothesis Testing 12 4.3.1 Test of Hypothesis 1 12 Table 4.2 illustrates the result of Model 1.1, and Figure 4.1 shows the curve of Model 1.1. 13 4.3.2 Test of Hypothesis 2 15 5. Discussion 19 5.1 Conclusion 19 5.2 Implication 19 References 20 | |
dc.language.iso | en | |
dc.title | 期望失驗或損失趨避:顧客服務的效用 | zh_TW |
dc.title | Disconfirmation or Loss Aversion:
The Role of Customer Service | en |
dc.type | Thesis | |
dc.date.schoolyear | 94-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 吳玲玲(Ling-Ling Wu),黃恆獎(Heng-Chiang Huang) | |
dc.subject.keyword | 顧客關係管理,前景理論, | zh_TW |
dc.subject.keyword | Customer Relationship Management,prospect theory,reference dependence,disconfirmation, | en |
dc.relation.page | 22 | |
dc.rights.note | 有償授權 | |
dc.date.accepted | 2006-07-25 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 資訊管理學研究所 | zh_TW |
顯示於系所單位: | 資訊管理學系 |
文件中的檔案:
檔案 | 大小 | 格式 | |
---|---|---|---|
ntu-95-1.pdf 目前未授權公開取用 | 350.03 kB | Adobe PDF |
系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。