题名

服務忠誠與前置變數關係之探討－不同產業間之驗證

并列篇名

The Study of the Relationships among Service Loyalty and Its Antecedents-An Empirical Study of Two Different Service Industries

DOI

10.30066/JCS.201203.0002

作者

蕭至惠(Chih-Hui Hsiao)；蔡進發(Chin-Fa Tsai)；李旺展(Wang-Jhan Lee)

关键词

服務品質 ； 知覺價值 ； 顧客滿意 ； 重複購買行為 ； 服務忠誠 ； Service Quality ； Perceived Value ； Customers' Satisfaction ； Repetitive Purchase Behavior ； Service Loyalty

期刊名称

顧客滿意學刊

卷期/出版年月

8卷1期（2012 / 03 / 01）

页次

31 - 67

内容语文

繁體中文
中文摘要

本研究引用Salegna and Goodwin（2005）之模型架構，進行服務忠誠與前置變數之間關係的探討，並以不同的服務業「汽車維修」業與「產險理賠」業進行比較。本文針對「汽車維修」業與「產險理賠」業的顧客進行調查，共收集了700份問卷，並採用LISREL進行分析。研究發現，不論產險理賠T公司或汽車維修N公司，「服務忠誠」與前置變數關係緊密。本研究證實，「服務忠誠」與數個前置變數擁有緊密關係，其中又與「重複購買行為」的相關程度最高。另外，不同的服務產業類別，確實會對Salegna and Goodwin（2005）提出之模型產生不同的影響。
英文摘要

Relying on the Salegna and Goodwin's model, this research studies the relationships among service loyalty and its antecedents. The same model is applied to different service industries for comparison.To ensure the reliable samples from the chosen industries, this research analyzes 700 questionnaire samples collected from the industries of automobile maintenance and property insurance. We analyze these 700 samples by using LISREL. We arrive the following conclusions. Judging from Pearson's correlation coefficients, either property insurance company T or automobile maintenance company N has its service loyalty medium or highly positively related to the antecedents. In summary, the relationships among service loyalty and its antecedents, especially the repetitive purchase behavior, are closely related. Besides, the Salegna and Goodwin's model may not be applied to all industries.
主题分类 社會科學 > 經濟學
社會科學 > 管理學
参考文献
  1. 蕭至惠、吳宏文、蔡進發(2009)。關係利益關係品質與關係產出整合模型之研究─不同服務業種類之驗證。行銷科學學報，5(1)，35-78。
    連結：
  2. Al-Sabbahy, E. Y.,Riley, M.(2004).An Investigation of Perceived Value Dimensions: Implications for Hospitality Research.Journal of Travel Research,42(1),226-234.
  3. Anderson, E. W.,Sullivan, M. W.(1993).The Antecedents and Consequences of Customer Satisfaction for Firms.Marketing Science,12(2),125-143.
  4. Anderson, E. W.,Weitz, B. A.(1989).Determinants of Continuity in Conventional Industrial Channel Dyads.Marketing Science,8(4),310-323.
  5. Anderson, J. C.,Narus, J. A.(1990).A Model of Distributor Firm and Manufacturer Firm Working Relationships.Journal of Marketing,54(1),42-58.
  6. Bagozzi, R. P.,Yi, Y.(1988).On the Evaluation of Structural Equation Models.Academy of Marking Science,16(1),76-94.
  7. Bansal, H. S.,Irving, G. P.,Taylor, S. F.(2004).A Three Component Model of Customer Commitment to Service Providers.Journal of the Academy of Marketing Science,32(3),234-250.
  8. Bauer, H. H.,Grether, L.(2002).Building Customer Relations over the Internet.Industrial Marketing Management,31(2),155-163.
  9. Bloemer, J.,Odekerken-Schroder, G.(2002).Store Satisfaction and Store Loyalty Explained by Customer and Store-Related Factors.Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,15(2),68-80.
  10. Bowen, J.(1990).Development of a Taxonomy of Services to Gain Strategic Marketing Insight.Journal of the Academy of Marketing Science,18(1),43-49.
  11. Burger, P. C.,Cann, C. W.(1995).Post-Purchase Strategy: A Key to Successful Industrial Marketing and Customer Satisfaction.Industrial Marketing Management,24(2),91-98.
  12. Calik, N.,Balta, N. F.(2006).Consumer Satisfaction and Loyalty Derived from the Perceived Quality of Individual Banking Services: A Field Study in Eskisehir form Turkey.Journal of Financial Services Marketing,10(4),135-149.
  13. Cardozo, R. N.(1965).An Experimental Study of Customer Effort, Expectation, and Satisfaction.Journal of Marketing Research,2(3),244-249.
  14. Caruana, A., Jr.(2002).The Effects of Service Quality and the Mediating Role of Customer Satisfaction.European Journal of Marketing,36(7),1-14.
  15. Cronin, J. J., Jr.,Brady, M. K.,Hult, G. T. M.(2000).Assessing the Effects of Quality, Value and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments.Journal of Retailing,76(2),193-218.
  16. Cronin, J. J., Jr.,Taylor, S. A.(1992).Measuring Service Quality: A Reexamination and Extension.Journal of Marketing,56(3),55-68.
  17. Crosby, L. A.,Kenneth, E. R.,Deborah, C.(1990).Relationship Quality in Services Selling: An Interpersonal Influence Perspective.Journal of Marketing,54(3),68-81.
  18. Day, G. S.(2000).Managing Market Relationships.Journal of the Academy of Marketing Science,28(1),24-30.
  19. Dimitriades, Z. S.(2006).Customer Satisfaction, Loyalty and Commitment in Service Organizations: Some Evidence from Greece.Management Research News,29(12),782-800.
  20. Dyer, J. H.,Chu, W.(2000).The Determinants of Trust in Supplier-Automaker Relationship in the U.S., Japan and Korea.Journal of International Business Studies,31(2),259-285.
  21. Fisk, R. P.,Brown, S. W.,Bitner, M. J.(1993).Tracking the Evolution of the Services Literature.Journal of Retailing,69(1),61-103.
  22. Floh, A.,Treiblmaier, H.(2006).What Keeps the E-BANKING Customer Loyaty? A Multigroup Analysis of the Moderating Role of Consumer Characteristics on E-Loyalty in the Financial Service Industry.Journal of Electronic Commerce Research,7(2),97-110.
  23. Francken, D. A.(1993).Postpurchase Consumer Evaluation, Complaint Actions and Repurchase Behavior.Journal of Economic Psychology,19(4),273-290.
  24. Fullerton, G.(2005).How Commitment both Enables and Undermines Marketing Relationships.European Journal of Marketing,39(11),137-288.
  25. Ganesan, S.(1994).Determinants of Long-Term Orientation in Buyer-Seller Relationship.Journal of Marketing,58(2),1-19.
  26. Garbarino, E.,Johnson, M. S.(1999).The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships.Journal of Marketing,63(2),70-87.
  27. Goodman, L. E.,Dion, P. A.(2001).The Determinants of Commitment in the Distributor-Manufacturer Relationship.Industrial Marketing Management,30(1),287-300.
  28. Gummerus, J.,Liljander, V.,Pura, M.,Riel, A. V.(2004).Customer Loyalty to Content-based Web Sites: The Case of an Online Health-care Service.Journal of Services Marketing,18(3),175-86.
  29. Gwinner, K. P.,Gremler, D. D.,Bitner, M. J.(1998).Relational Benefits in Service Industries: The Customer's Perspective.Journal of the Academy of Marketing Science,26(2),101-114.
  30. Hadjikhani, A.,Thilenius, P.(2005).The Impact of Horizontal and Vertical Connections on Relationships' Commitment and Trust.The Journal of Business and Industrial Marketing,20(2),136-147.
  31. Hellier, P. K.,Geursen, G. M.,Carr, R. A.,Rickard, J. A.(2003).Customer Repurchase Intention a General Structural Equation Model.European Journal of Marketing,37(11),1762-1800.
  32. Henning-Thurau, T.,Gwinner, K. P.,Gremler, D. D.(2002).Understanding Relationship Marketing Oustcomes: An Integration of Relational Benefits and Relationship Quality.Journal of Service Research,4(3),230-247.
  33. Holbrook, M. B.(ed.)(1999).Consumer Value: A Framework for Analysis and Research.New York, NY:Routledge.
  34. Hong, S. C.,Goo, Y. J. J.(2004).A Causal Model of Customer Loyalty in Professional Service Firms: An Empirical Study.International Journal of Management,21(4),531-540.
  35. Jones, T. O.,Sasser,W. E., Jr.(1995).Why Satisfied Customers Defect.Harvard Business Review,73,88-99.
  36. Kelly, H. H.(ed.)(1983).Close Relationship.New York, NY:Freeman.
  37. Kotler, P.(1999).Marketing Management: Analysis, Planning, Implementation and Control.Englewood Cliffs, NJ:Prentice-Hall/Inc.
  38. Liljander, V.,Strandvik, T.(1997).Emotions in Service Satisfaction.International Journal of Service Industry Management,8(2),148-169.
  39. McDougall, H. G.,Levesque, T.(2000).Customer Satisfaction with Services: Putting Perceived Value into the Equation Gordon.The Journal of Services Marketing Santa Barbara,14(5),392-410.
  40. Mittal, V.,Kamakura, W. A.(2001).Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics.Journal of Marketing Research,38(1),131-142.
  41. Moorman, C.,Zaltman, G.,Deshpandé, R.(1992).Relationships between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations.Journal of Marketing Research,29(3),314-329.
  42. Morgan, R. M.,Hunt, S. D.(1994).The Commitment-Trust Theory of Relationship Marketing.Journal of Marketing,58(3),20-38.
  43. Nowak, L. I.,Newton, S. K.(2006).Using The Tasteing Room Experience to Create Loyal Customers.International Journal of Wine Marketing,18(3),157-165.
  44. Oliver, L. R.(1997).Satisfaction, a Behavioral Perspective on the Consumer.New York, NY:McGraw-Hill Company.
  45. Oliver, L. R.(1993).Cognitive, Affective, and Attribute Bases of the Satisfaction Response.Journal of Customer Research,20(4),418-430.
  46. Olsen, S. O.(2002).Comparative Evaluation and the Relationship Between Quality, Satisfaction, and Repurchase Loyalty.Journal of the Academy of Marketing Science,30(3),240-249.
  47. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1991).Refinement and Reassessment of the SERVQUAL Scale.Journal of Retailing,67(4),420-450.
  48. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1988).SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.Journal of Retailing,64(1),12-40.
  49. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1994).Reassessment of Expectations as A Comparison Standard in Measuring Service Quality: Implications for Further Research.Journal of Marketing,58(1),111-124.
  50. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1985).A Conceptual Model of Service Quality and Its Implications for Future Research.Journal of Marketing,49(3),41-50.
  51. Patterson, P. G.,Spreng, R. A.(1997).Modelling the Relationship between Perceived Value, Satisfaction and Repurchase Intentions in a Business-to-Business, Services Context: An Empirical Examination.International Journal of Service Industry Management,8(5),414-434.
  52. Peter, J. P.,Olson, J. C.(2000).Consumer Behavior and Marketing Strategy.New York, NY:McGraw-Hill Company.
  53. Petrick, J. F.(2002).An Examination of the Construct of Perceived Value for the Prediction of Golf Travelers' Intentions to Revisit.Journal of Travel Research,41(1),35-45.
  54. Pritchard, M. P.,Havitz, M. E.,Howard, D. R.(1999).Analyzing the Commitment-Loyalty Link in Service Contexts.Journal of the Academy of Marketing Science,27(3),333-348.
  55. Ranaweera, C.,Jaideep, P.(2003).Measurement and Analysis for Marketing.Journal of Targeting,12(1),82-83.
  56. Russell, J. A.(1991).Culture and the Categorization of Emotions.Psychological Bulletin,110(2),426-451.
  57. Russell, J. A.(1979).Affective Space is Bipolar.Journal of Personality and SocialPsychology,37(1),345-357.
  58. Russell, J. A.(1980).A Circumplex Model of Affect.Journal of Personality and Social Psychology,39(1),1161-1179.
  59. Ruyter, K. D.,Moorman, L.,Lemmink, J.(2001).Antecedents of Commitment and Trust in Customer-Supplier Relationship in High Technology Markets.Industrial Marketing Management,30(1),271-286.
  60. Salegna, G. J.,Goodwin, S. A.(2005).Consumer Loyalty to Service Provider: An Integrated Conceptual Model.Journal of Consumer Satisfacvion Dissatisfaction and Complaining Behavior,18(1),51-67.
  61. Sanchez, J.,Callarisa, L. L. J.,Rodriguez, R. M.,Moliner, M. A.(2006).Perceived Value of the Purchase of a Tourism Product.Tourism Management,27(4),394-409.
  62. Schiffman, L. G.,Kanuk, L. L.(2000).Consumer Behavior.New York, NY:Prentice-Hall, Inc..
  63. Schlosser, A. E.,White, T. B.,Lloyd, S. M.(2006).Converting Web Site Visitors into Buyers: How Web Site Investment Increases Consumer Trusting Beliefs and Online Purchase Intentions.Journal of Marketing,70(2),133-148.
  64. Schurr, P. H.,Ozanne, L. J.(1985).Influences on Exchange Processes: Buyers' Preconceptions of a Seller's Trustworthiness and Bargaining Toughness.Journal of Consumer Research,11(4),939-953.
  65. Singh, J.,Sirdeshmukh, D.(2000).Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments.Journal of the Academy of Marketing Science,28(1),150-167.
  66. Sirdeshmukh, D.,Singh, J.,Sabol, B.(2002).Consumer Trust, Value, and Loyalty in Relational Exchanges.Journal of Marketing,66(1),15-37.
  67. Snoj, B.,Korda, A. P.,Mumel, D.(2004).The Relationships among Perceived Quality, Perceived Risk and Perceived Product Value.The Journal of Product and Brand Management,13(2/3),156-167.
  68. Solvang, B. K.(2007).Satisfaction, Loyalty, and Repurchase: A Study of Norwegian Customers of Furniture and Grocery Stores.Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,20(1),110-122.
  69. Sweeney, J. C.,Soutar, G. N.,Johnson, L. W.(1997).Retail Service Quality and Perceived Value.Journal of Retailing and Consumer Services,4(1),39-48.
  70. Tabachnica, B. G.,Fidell, L. S.(2007).Using Multivariate Statistics.Needham Heights, MA:Allyn and Bacon.
  71. Tam, J. L. M.(2004).Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model.Joumal of Marketing Management,20(4),897-917.
  72. Tsai, H. T.,Huang, H. C.(2007).Determinants of E-Repurchase Intention: An Integrative Model of Quadruple Retention Drivers.Information and Management,44(3),231-239.
  73. Tsiotsou, R.(2006).The Role of Perceived Product Quality and Overall Satisfaction on Purchase Intentions.International Journal of Consumer Studies,30(2),207-217.
  74. Wang, C. L.,Jiang, Y.(2007).Consumer Goal Orientation in Different Service Contexts: The Different Impacts of Affect on Perceived Quality and Satisfaction.Advances in Consumer Research,34(2),349-350.
  75. Westbrook, R. A.(1987).Product/Consumption Based Affective Responses and Postpurchase Processes.Journal of Marketing Research,24(3),258-270.
  76. Westbrook, R. A.,Oliver, R. L.(1991).The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction.Journal of Consumer Research,18(1),84-91.
  77. White, S. S.,Schneider, B.(2000).Climbing the Commitment Ladder: The Role of Expectations Disconfirmation on Customers' Behavioral Intentions.Journal of Service Research,2(3),240-253.
  78. Wong, A.,Sohal, A.(2002).Customers' Perspectives on Service Quality and Relationship Quality in Retail Encounters.Managing Service Quality,12(6),424-433.
  79. Woodruff, R. B.(1997).Customer Value: The Next Source for Competivive Advantage.Journal of the Academy of Marketing Science,25(2),139-153.
  80. Yang, Z.,Peterson, R. T.(2004).Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs.Psychology and Marketing,21(10),799-822.
  81. Yi, Y.,La, S.(2004).What Influences the Relationship between Customer Satisfaction and Repurchase Intention? Investigating the Effects of Adjusted Expectations and Customer Loyalty.Psychology and Marketing,21(5),351-373.
  82. Zeithaml, V. A.(1988).Consumer Perceptions of Price, Quality, and Value: A Means-end Model and Synthesis of Evidence.Journal of Marketing,52(3),2-22.
  83. Zins, A. H.(2001).Relative Attitudes and Commitment in Customer Loyalty Models: Some Experiences in the Commercial Airline Industry.International Journal of Service Industry Management,12(3),269-294.
  84. 吳泓哲(2001)。碩士論文(碩士論文)。國立中興大學行銷學系。
  85. 胡凱傑(2003)。博士論文(博士論文)。交通大學運輸科技與管理學系。
  86. 許嘉惠(2001)。碩士論文(碩士論文)。輔仁大學管理學研究所。
  87. 陳建民(2004)。碩士論文(碩士論文)。銘傳大學資訊管理所。
  88. 黃芳銘(2006)。結構方程模式：理論與應用。臺北市:五南圖書。
  89. 劉世禮(2003)。碩士論文(碩士論文)。東海大學企業管理學系碩士班。
  90. 謝政勳(2001)。碩士論文(碩士論文)。國立成功大學工業管理研究所。
被引用次数
  1. 陳春安,洪榮臨,方佩欣(2021)。服務品質、知覺價值、滿意度及再購意願之研究－以新寶島運動廣場為例。資訊與管理科學，14(1)，31-54。
  2. 劉永琦、張少熙、方佩欣(2013)。應用行銷組合與知覺價值模式探討游泳消費者再購意願之研究。臺大體育學報，25，1-11。
print cancel