博碩士論文 etd-0117113-111336 詳細資訊


[回到前頁查詢結果 | 重新搜尋]

姓名 葉嘉裕(Jia-yu Yeh) 電子郵件信箱 E-mail 資料不公開
畢業系所 企業管理學系研究所(Business Management)
畢業學位 碩士(Master) 畢業時期 101學年第1學期
論文名稱(中) 探討顧客體驗品質、購物價值與滿意度、口碑、再購意願關係:以無印良品為例
論文名稱(英) Studying the relationship among the quality of customer experience, shopping value and satisfaction, word of mouth, re-patronage intention: An empirical study of MUJI
檔案
  • etd-0117113-111336.pdf
  • 本電子全文僅授權使用者為學術研究之目的,進行個人非營利性質之檢索、閱讀、列印。
    請遵守中華民國著作權法之相關規定,切勿任意重製、散佈、改作、轉貼、播送,以免觸法。
    論文使用權限

    紙本論文:立即公開

    電子論文:使用者自訂權限:校內 2 年後、校外 4 年後公開

    論文語文/頁數 中文/86
    統計 本論文已被瀏覽 5603 次,被下載 1054 次
    摘要(中) 本研究主要針對無印良品的消費者進行顧客體驗品質與滿意度之間的關係探討,加入購物價值作為中介,運用結構方程模式驗證購物價值與顧客體驗品質、滿意度之間的關係是否具有足夠的模型適配度。藉此企業可根據不同的消費者購物特性,探討如何創造適切有效的體驗環境以迎合目標顧客,使體驗元素的傳遞能更符合消費者需求。
    經由結構方程模式分析各構面之問項是否符合信度與效度,運用驗證性因素分析驗證問項是否可作為分析本研究的研究工具。
    本研究結果發現購物價值可作為部分顧客體驗品質與滿意度之間的中介變項,如此可說明當消費者購物特性為享樂性消費者,該消費者對於無印良品所認知的服務品質、訊息接觸品質、使用接觸品質較高,則其最終經由期望與實際感受所評估得滿意度也應較高,此可說明這之間具有正向影響。除此之外,本研究發現購物價值並無法在產品品質與滿意度之間扮演中介變項的角色,但加入產品品質與再購意願該假設,促使整體模型的配適度提高。
    最終發現,滿意度與正面口碑、再購意願具有顯著影響,因此可說明無印良品如持續強化滿意度則可形成口碑效應與提高消費者再度至無印良品消費得意願,達到企業持續成長的目標。
    摘要(英) This study focuses on studying the relationship between customer experience
    quality and satisfaction by adding the shopping value as an intermediary, and use of
    structural equation model to validate model goodness of fit. According to the value
    of shopping to create suitable environment to meet the targets, so that the transmission
    of experience element can be more effective.
    Using confirmation factor analysis to determine the questionnaire is available as
    a research tool. This study found that the shopping value can be intermediary between
    customer experience quality and satisfaction that may indicate that hedonic consumer
    perceive much higher quality of MUJI, much better service quality, communication
    encounter, usage encounter to be perceived, this may illustrate the positive influence
    between customer experience quality, shopping value and satisfaction. In addition,
    the study found that shopping value does not play the role of intervening variable
    between product quality and satisfaction, but add product quality and repurchase
    intention to the assumptions can improve the overall goodness of fit model.
    Finally, satisfaction and positive word of mouth, repurchase intention has a
    significant influence, indicate MUJI strengthen satisfaction continuously can improve
    positive word of mouth, and increase consumer re-patronage intention.
    關鍵字(中)
  • 正面口碑
  • 再購意願
  • 顧客體驗品質
  • 滿意度
  • 購物價值
  • 關鍵字(英)
  • Word-of-mouth
  • Satisfaction
  • Value
  • Encounter
  • Repeat patronage
  • 論文目次 論文審定書..…………………………………………………………….i
    致謝..……………………………………………………………………ii
    中文摘要..………………………………………………………….….. iii
    英文摘要..…………………………………………………...…………iv
    第一章 緒論……………………………...……………………….1
    第一節研究背景與動機…………...……………………………. 2
    第二節研究問題與目的…………...……………………………. 3
    第二章 文獻探討…………...……………………………………...4
    第一節體驗品質…………...………………………………………4
    第二節購物價值…………...………………………………………8
    第三節 顧客滿意、正面口碑、再購意願……………………….11
    第三章 研究方法…………...……………………………………..15
    第一節 研究架構與理論模型…………………………………….15
    第二節研究假設………...………….……………………………16
    第三節資料蒐集與研究程序……...………………...……………21
    第四節 操作性定義與研究變數…...………………...……………24
    第五節 資料分析方法...………….………………………………..30
    第四章資料分析與研究結果…………………………………..32
    第一節樣本資料結構分析…….………………………………….32
    第二節 各變項相關分析…….…………………………………… 32
    第三節 問卷信效度分析…….…………………………………… 35
    第四節 結構方程模式驗證研究模型………………….………… 48
    第五章 結論與建議…….…………………………………………59
    第一節 結果討論…….…………………………………………… 59
    第二節 管理意涵…….…………………………………………… 60
    第三節 研究限制與建議…….…………………………………… 61
    參考文獻…….………………………………………………………...62
    附錄一.……………………………………………………………….73
    圖次
    圖 3-1 研究架構圖…….………………………………………………15
    圖 3-2 研究程序圖…….………………………………………………22
    圖 4-1 服務品質驗證性因素分析修正模式圖…....………………….38
    圖 4-2 產品品質驗證性因素分析修正模式圖……..…..…………….41
    圖 4-3 訊息接觸驗證性因素分析修正模式圖…….………...……….42
    圖 4-4 使用接觸驗證性因素分析修正模式圖…….…………………44
    圖 4-5 購物價值驗證性因素分析修正模式圖…….…………………45
    圖 4-6 關係結果驗證性因素分析修正模式圖…….…………………47
    圖 4-7 顧客體驗品質結構方程式…….………………………………52
    圖 4-8 本研究結構模式路徑圖…………...…………………………..54
    表次
    表 2-1 學者對顧客滿意度之定義…….………………………………12
    表 3-1 信度檢測係數大小與可信程度…….…………………………23
    表 3-2 問卷前測信度…….……………………………………………23
    表 3-3 服務品質之操作性定義.………………………………………24
    表 3-4 產品品質之操作性定義.………………………………………25
    表 3-5 訊息接觸之操作性定義.………………………………………26
    表 3-6 使用接觸之操作性定義.………………………………………27
    表 3-7 購物價值之操作性定義.………………………………………28
    表 3-8 滿意度、正面口碑之操作性定義.……………………………29
    表 3-9 再購意願之操作性定義.………………………………………29
    表 4-1 基本資料敘述統計…………………………………………….33
    表 4-2 消費特徵分析………………………………………………….34
    表 4-3 相關分析…………………………….…………………………35
    表 4-4 測量模式良窳之判斷標準…………………………………….37
    表 4-5 適合度指標比較………………………………………………38
    表 4-6 服務品質購念驗證性因素分析………………………………40
    表 4-7 產品品質購念驗證性因素分析………………………………41
    表 4-8 訊息接觸構念驗證性因素分析………….……………………43
    表4-9 使用接觸構念驗證性因素分析………….…………………44
    表 4-10 購物價值構念驗證性因素分析………….…………………46
    表 4-11 關係結果構念驗證性因素分析………….…………………48
    表 4-12 研究模式的配適度………….………………………………50
    表 4-13 模式路徑之參數估計………….……………………………50
    表 4-14 假設驗證………….………………………………………….53
    表 4-15 λx之估計………….……………………………………….55
    表 4-16 λy之估計………….………………………………………….56
    表 4-17 測量變項之SMC表………….………………………………57
    參考文獻 中文部分
    方郁明,2002,衛生棉使用者之購買行為和滿意度研究,國立成功大學高階管理
    碩士在職專班碩士論文。
    邱皓政,2001,社會與型為科學的量化研究與統計分析,台北:五南圖書出版股
    份有限公司。
    邱皓政,2003,結構方程式模式─LISREL的理論、技術與應用,台北:雙葉書廊
    有限公司。
    袁薏樺,2003,體驗行銷、體驗價值與顧客滿意關係之研究,國立台北科技大學
    商業自動化與管理研究所碩士論文。
    莊瑞鑫,2000,服務品質與消費者行為意圖關係之研究,東海大學管理研究所碩
    士論文。
    陳瑞辰,2008,游泳池服務品質、顧客滿意度與再購意願之研究─以臺北縣三重
    市地區游泳池為例,國立臺灣師範大學體育系碩士論文。
    黃芳銘,2003,結構方程式模式理論與應用,台北:五南圖書出版股份有限公司。
    劉朝銘,2003,認知風險、涉入、品質與價值關係之研究,台灣大學資訊管理研
    究所碩士論文。
    鄭永安,1999,民航駕駛員工作壓力模式之研究─以中華航空公司為例,國立交
    通大學運輸工程與管理研究所碩士論文。
    英文部分
    Anderson, Eugene W., 1998, “Customer Satisfaction and Word of Mouth”, Journal
    of Service Research, Vol. 1, 5-17
    Anderson, Eugene. W., Claes Fornell, and Donald R. Lehmann, 1994, “Customer
    satisfaction, Market Share, and Profitability: Findings from Sweden”, Journal of
    Marketing, Vol. 58, 53-66.
    Anderson, J. C. and Gerbing D. W., 1988, “Structural equation modeling inpractice:
    63
    A review and recommended two-step approach”, Psychological Bulletin, Vol.
    103, No. 3, 411-423.
    Arndt, Johan, 1967, “The Role of Product-related Conversations in the Diffusion of a
    New Product”, Journal of Marketing Research, Vol. 4, 291−295.
    Arndt, Johan, 1968, “Selective Processes in Word of Mouth”, Journal of Advertising
    Research, Vol. 8. No. 3, 19-22.
    Babin, B. J., Darden, W. R., & Griffin, M., 1994, “Work and/or fun: measuring
    hedonic and utilitarian shopping value”, Journal of consumer research, Vol. 20,
    No. 4, 644-656.
    Barsalou, L., 1991, “Deriving categories to achieve goals”, In G. H. Bower (Ed.), The
    psychology of learning and motivation: Advances in research and theory.
    New York: Academic.
    Bentler P. M., & Chou, C. P., 1987, “Practical Issues in Structural modeling”,
    Sociological Methods and Research, Vol. 16, 78-117.
    Bitner,M. J.,1992, “Servicescapes : The Impact of Physical Surroundings on
    Customers and Employees ”, Journal of Marketing, Vol. 56, 57-71.
    Blogett, Jeffrey G., Donald H. Granbois, and Rockney G. Walters, 1993, “The Effects
    of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and
    Repatronage Intentions”, Journal of Retailing, Vol.69, No. 4, 399.
    Boulding, W., and Kirmani, A., 1993. “A Consumer-Side Experimental Examination
    of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?”,
    Journal of Consumer Research, Vol. 20, No. 1, 111-123.
    Bowman, Douglas and Das Narayandas, 2001, “Managing Customer-Initiated
    Contacts with Manufaccturers: The Impact on Share of Category Requirements
    and Word-of-Mouth Behavior”, Journal of Marketing Research, Vol. 38,
    281-297.
    64
    Brooks Jr., Robert C., 1957, “Word-of-Mouth Advertising in Selling New Products”,
    Journal of Marketing, Vol. 22, No. 2, 154-161.
    Cardozo, R. N., 1965, “An experimental study of consumer effort, expectancy and
    satisfaction”, Journal of Marketing Research, Vol. 21, 244-249.
    Chandon, Pierre, Brian, W., & Gilles, L., 2000, “A benefit congruency framework of
    sales promotion effectiveness”, Journal of marketing, Vol. 64, No. 10, 65-81.
    Churchill, G. A. Jr., & Surprenant, C., 1982, “An investigation into the determinants
    of consumer satisfaction”, Journal of Marketing Research, Vol.19. 491~504.
    Cronin, J. Joseph Jr. and Michael H. Morris, 1989, “Satisfying Customer Expectations:
    The Effect on Conflict and Repurchase Intentions in Industrial Marketing
    Channels”, Journal of the Academy of Marketing Science, Vol. 17, 41-49
    Cronin, J. Joseph Jr. and Steven A. Taylor, 1994, “SERVPERF Versus SERVQUAL:
    Reconciling Performance-Based and perceptions -Minus-Expectations
    Measurement of Service Quality”, Journal of Marketing, Vol. 58, 125-131.
    Cronin, J. Joseph Jr., Michael K. Brady, and G. Tomas M. Hult, 2000, “Assessing the
    Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral
    Intentions in Service Environments”, Journal of Retailing, Vol. 76, 193-218.
    Daugherty, Patricia J., Theodore P. Stank, and Alexander E. Ellinger,1998,
    “Leveraging Logistics/Distribution Capabilities: The Effect Of Logistics Service
    on Market Share”, Journal of Business Logistics, Vol. 19, 335-51.
    Davidow, Moshe, 2003, “Have You Heard the Word? The effect of Word of Mouth
    on Perceived Justice, Satisfaction and Repurchase Intentions Following
    Complaint Handling”, Journal of Consumer Satisfaction, Dissatisfaction and
    Complaining Behavior, Vol. 16, 67-80.
    Dawson, S., Bloch, P. H., & Ridgway, N. M., 1990, “Shopping motives, emotional
    states and retail outcomes”, Journal of retailing, Vol. 22, No. 4, 408-427.
    65
    Devaraj, S., Khalil F. Matta, and Edward Conlon, 2001, “Product and Service Quality:
    The Antecedents of Customer Loyalty in the Automotive Industry”, Production
    and Operations Manaement, Vol. 10, 424-439.
    Dichter and Ernest, 1966, “How Word-of-Mouth Advertising Works”, Harvard
    Business Review, Vol. 44, No. 6, 147-166.
    Dodson Jr., Joe A. and Eitan Mullerj, 1978, “Models of New Product Diffusion
    Through Advertising and Word-of-Mouth”, Management Science, Vol. 24, No.
    15, 1568-1578.
    Engel, J. F., Blackwell, R. D., & Miniard, P. W.,1993, “Consumer Behavior”, 7th ed.,
    Harcourt Broce Joranovich College Publishers, The Dryden Press.
    Espinoza, M. M., 1999, “Assessing the cross-cultural applicability of a service quality
    measure A comparative study between Quebec and Peru”,International Journal
    of Service Industry Management, Vol. 10, No. 5, 449.
    File Karen M., Dianne S. P. Cermak, and Russ A. Pricce, 1994, “Word-of-Mouth
    Effects in Professional Services Buyer Behaviour”, The Service Industries
    Journal, Vol. 14, 301-314.
    File, Karen M., Ben B. Judd, and Russ A. Prince, 1992, “Interactive Marketing: The
    Influence of Participation on Positive Word-of-Mouth Referrals”, Journal of
    Service Marketing, Vol. 6, 5-14.
    Fornell, C. and Larker, D. F., 1981, “Evaluating structural equation models
    withunobservable variables and measurement error”, Journal of Marketing
    Research, Vol. 18, No. 1, 39-50.
    Fornell, Claes, 1992, “A National Customer Satisfaction Barometer: The Swedish
    Experience”, Journal of Marketing, Vol. 56, 6-21
    Fred Lemke, Moira Clark, Hugh Wilson, 2010, “Customer experience quality: an
    exploration in business and consumer contexts using repertory grid technique”,
    66
    Journal of the Academy of Marketing Science, Vol. 39, 271-285.
    Gustafsson, Anders and Michael D. Johnson, 2002, “Measuring and Managing the
    satisfaction- Loyalty- Performance links at Volvo”, Journal of Targeting,
    Measurement and Analysis for Marketing, Vol. 10, 249-258.
    Hair, J. E., E.R olph, L.T., Ronald and C. B. William, 1998, Multinvariate Data
    Analysis, Prentice-Hall.
    Hatcher, L., 1994, “A Step-by-Step Approach to Using the SAS System for Factor
    Analysis and Structural Equation Modeling”, NC: SAS Institute.
    Herr, Paul M., Frank R. Kardes, and John Kim, 1991, “Effects of Word-of-Mouth and
    Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity
    Perspective”, Journal of Consumer Research, Vol. 17, No. 4, 454-462.
    Hirschman, E. C., & Holbrook, M. B., 1982, “Hedonic consumption: emerging
    concepts, methods and propositions”, Journal of marketing, Vol. 46, 92-101.
    Holmes, John H. and John D. Lett Jr., 1977, “Product Sampling and Word of Mouth,”
    Journal of Advertising Research, Vol. 17, No. 5, 35-40.
    Homburg, C., Wieseke, J., & Bornemann, T., 2009, “Implementing the marketing
    concept at the employee-customer interface: the role of customer need
    knowledge”, Journal of Marketing, Vol. 73, 64–81.
    Howard, J. A., & Sheth, J. N., 1969, “The theory of buyer behavior”, New York,
    Wiley Marketing Science.
    Hunt, H. K., 1977, “CS/D – Overview and future research directions. In
    dissatisfaction and measurement of consumer satisfaction”, H.K. Hunt (eds.),
    Cambridge, MA: Marketing Science Institute, 455~489.
    Jillian C. Sweeney, Geoffrey N. Soutar, 2001, “Consumer perceived value: The
    development of a multiple item scale”, Journal of Retailing, Vol.77, 203–220.
    John D. Wells, Joseph S. Valacich, Traci J. Hess, 2011, “What signal are you sending?
    67
    How website quality influence perceptions of product quality and purchase
    intentions. ”, MIS Quarterly, Vol. 35 , 373-396.
    John Haywood-Farmer, Jean Nollet, 1994, “Professional Service Firms and Total
    Quality Management:A Good Fit?”, International Journal of Service Industry
    Management, Vol. 5(3), 5 - 13
    Kim, Y. M. & Shim, K. Y., 2002, “The influence of internet shopping mall
    characteristics and user traits on purchase intent”, Irish marketing review, Vol.
    15, No. 2, 25-34.
    Kordupleski, Raymond E., Roland T. Rust, and Anthony J. Zahorik, 1993, “Why
    Improving Quality Doesn't Improve Quality (Or Whatever Happened to
    Marketing?)”, California Management Review, Vol. 35, 82-95.
    Kotler, P., & Keller, K. L., 2009, “Marketing management”, 13th ed., Upper Saddle
    River, NJ: Prentice Hall.
    Kotler, P., 1994, “Marketing Management: Analysis, Planning, Implementation, and
    Control”, 8th ed, N.J.: Prentice-Hall, Inc.
    Kotler, P., 1996, “Marketing Management: Analysis, Planning, Implementation, and
    Control”, 9th ed, N.J.: Prentice-Hall, Inc.
    Lemon KN, White TB,Winer RS., 2002, “Dynamic customer relationship
    management: incorporating future considerations into the service retention
    decision”, Journal of Marketing, Vol. 66, No. 2, 1–14.
    Lovelock, C. H., 1996, “Services Marketing”, Third Edition, London:Prentice-Hall
    International.
    MacCallum, R. C., Roznowski, M., Mar, C. M. and Reith, J. V., 1994, “Alternative
    Strategies for Cross-Validation of Covariance Structure Models”, Multivariate
    Behavioral Research, Vol. 29, No. 1, 1-32.
    Macdonald, E. K., Wilson, H. N., Martinez, V., and Toosi, A., 2009, “Assessing the
    68
    value-in-use of integrated product-service offerings: A repertory grid approach”,
    Frontiers in Service Conference, Hawaii, US.
    Mattila, Anna and Jochen Wirtz, 2000, “The Role of Preconsumption Affect in
    Postpurchase Evaluation of Service”, Psychology & Marketing, Vol. 17,
    587-605.
    Maxham JG, Netemeyer RG., 2002, “A longitudinal study of complaining customers'
    evaluations of multiple service failures and recovery efforts”, Journal of
    Marketing, Vol. 66, No. 4, 57–71.
    Mittal V, Kumar P, Tsiros M., 1999, “Attribute-level performance, satisfaction, and
    behavioral intentions over time: a consumption-system approach”, Journal of
    Marketing, Vol. 63, No. 4,88–101.
    Mittal V, Ross WT, Baldasare PM., 1998, “The asymmetric impact of negative and
    positive attribute-level performance on overall satisfaction and repurchase
    intentions”, Journal of Marketing, Vol. 62, No. 2, 33–47.
    Mittal, V., William T. Ross Jr., and Patrick M. Baldasare, 1998, “The Asymmetric
    Impact of Negative and Positive Attribute-Level Performance on Overall
    Satisfaction and Repurchase Intentions”, Journal of Marketing, Vol. 62, 33-47.
    Oliver R., 1980, “A cognitive model of the antecedents and consequences of
    satisfaction decisions”, Journal of Marketing Research, vol. 17, 460–9.
    Oliver R., 1997, “Satisfaction: a behavioral perspective on the consumer”, New York:
    McGraw-Hill.
    Oliver, R. J., 1981, “Measurement and evaluation of satisfaction processes in retail
    setting”, Journal of Consumer Retailing, Vol. 57, 77-95.
    Oliver, Richard L., 1980, “A Cognitive Model of the Antecedents and Consequences
    of Satisfaction Decisions”, Journal of Marketing Research, Vol. No. 17,
    460-469
    69
    Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1988, “SERVQUAL: a
    multiple-item scale for measuring consumer perceptions of service quality”,
    Journal of Retailing, Vol. 64, 12–40.
    Parsuraman, Zeithaml and Berry, 1985, “A conceptual Model of Service Quality and
    Its Implications for Future Research”, Journal of Marketing, Vol. 49, 44-50.
    Payne, A., Storbacka, K., and Frow, P., 2008, “Managing the cocreation of value”,
    Journal of the Academy of Marketing Science, Vol. 36, 83–96.
    Peterman, M. L., 1997, “The effects of concrete and abstract consumer goals on
    information processing”, Psychology and Marketing, Vol. 14, 561–583.
    Pine, Joseph B. and James B. Gilmore, 1999, “The Experience Economy”, Boston:
    Harvard Business School Press.
    Pullman, M. E., & Gross, M. A., 2004, “Ability of experience design elements to
    elicit emotions and loyalty behaviors”, Decision Sciences, Vol. 35, 551–578.
    Ranaweera, Chatura and Jaideep Prabhu, 2003, “On the relative importance of
    customer satisfaction and trust as determinants of customer retention and positive
    word of mouth”, Journal of Targeting, Measurement and Analysis for
    marketing, Vol. 12, 82-90.
    Rao, A. R., Qu, L., and Ruekert, R. W., 1999. “Signaling Unoberservable Product
    Quality through a Brand Ally”, Journal of Marketing Research, Vol. 36, No .2,
    258-268.
    Richins, Marsha L., 1983, “Negative Word-of-Mouth by Dissatisfied Consumers: A
    Pilot Study”, Journal of Marketing, Vol. 47, No. 1, 68-78.
    Schau, H. J., Muñiz, A. M., Jr., & Arnould, E. J., 2009, “How brand community
    practices create value”, Journal of Marketing, Vol. 73, 30–51.
    Schmitt, B., 1999, “Experiential marketing: How to get customers to sense, feel, think,
    act and relate to your company and brands”, New York: Free Press.
    70
    Selnes, F., 1993, “An examination of the effect of product performance on brand
    reputation, satisfaction and loyalty”, European Journal of Marketing, Vol. 27,
    No. 9, 19-35.
    Singh, Jagdip, 1990, “Voice, Exit, and Negative Word-of-Mouth Behaviors: An
    Investigation Across Three Service Categories”, Journal of the Academy of
    Marketing Science, Vol. 18, No. 1, 1-15.
    Sit, J., & Merrilees, B., 2005, “Understanding satisfaction formation of shopping mall
    entertainment seekers: a conceptual model”, in: Purchase, sharon,(ed.),
    University of Western Australia, 106-114.
    Smith, Robert E. and Christine A. Vogt, 1995, “The Effects of Integrating Advertising
    and Negative Word-of-Mouth Communications on Message Processing and
    Response”, Journal of Consumer Psychology, Vol. 4, No. 2, 133-151.
    Strahilevitz, M., & Myers, J. R., 1998, “Donations to charity as purchase in-centives:
    How well they work may depend on what you are trying to sell”, Journal of
    consumer research, Vol. 24, No. 4, 434-446.
    Stuart-Menteth, H., Wilson, H., & Baker, S., 2006, “Escaping the channel silo:
    researching the new consumer”, International Journal of Market Research,
    Vol. 48(4), 415–437.
    Swan, John E. and Richard L. Oliver, 1989, “Postpurchase Communications by
    Consumers”, Journal of Retailing, Vol. 65, 516-533
    Swinyard, W. R., 1993, “The effects of mood, involvement, and quality of store
    experience on shopping intentions”, Journal of Consumer Research, Vol. 20,
    271–280.
    Tes, D. K., & Wilton, P. C., 1988, “Models of consumer satisfaction: An extension”,
    Journal of Marketing Research, Vol. 25, No. 5, 204~212.
    Vargo, S. L., & Lusch, R. F., 2004, “Evolving to a new dominant logic of marketing”,
    71
    Journal of Marketing, Vol. 68, 1–17.
    Verhoef, P., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., &
    Schlesinger, L. A., 2009, “Customer experience creation: determinants,
    dynamics and management strategies”, Journal of Retailing, Vol. 85, 31–41.
    Voss, C., Roth, A. V., & Chase, R. B., 2008, “Experience, service operations strategy,
    and services as destinations: foundations and exploratory investigation”,
    Production and Operations Management, Vol. 17, 247–266.
    Westbrook Robert A, 1987, “Product-consumption based affective responses and
    postpurchase processes”, Journal of Marketing Research, Vol. 24, No. 8,
    258–71.
    Woodruff, R. B., & Flint, D., 2006, “Marketing’s service-dominant logic and
    customer value” in R. F, Lusch & S. L. Vargo (eds.), The service-dominant
    logic of marketing: Dialog, debate, and directions, Armonk: Sharpe, 183–195.
    Woodruff, R. B., 1997, “Customer value: the next source for competitive advantage”,
    Journal of the Academy of Marketing Science, Vol. 25, 139–153.
    Woodside, Arch G. and M. Wayne Delozier, 1976, “Effects of Word of Mouth
    Advertising on Consumer Risk Taking”, Journal of Advertising, Vol.5, No. 4,
    12-19.
    Yu, Yi-Ting and Alison Dean, 2001, “The Contribution of Emotional Satisfaction to
    Consumer Loyalty”, International Journal of Service Industry Management,
    Vol. 12, 234-250.
    Zeithaml, V., 1988, “Consumer perceptions of price, quality, and value: a means-end
    model and synthesis of evidence”, Journal of Marketing, Vol. 52, 2–22.
    Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman, 1996, “The Behavioral
    Consequences of Service Quality”, Journal of Marketing, Vol. 60, 31-46.
    口試委員
  • 吳基逞 - 召集委員
  • 薛昭義 - 委員
  • 黃北豪 - 委員
  • 黃明新 - 指導教授
  • 口試日期 2013-01-16 繳交日期 2013-01-17

    [回到前頁查詢結果 | 重新搜尋]


    如有任何問題請與論文審查小組聯繫