题名

顧客滿意：個人與組織層次實證文獻回顧

并列篇名

Customer Satisfaction: A Literature Review of Empirical Researches at Individual and Organizational Level of Analysis

作者

潘柏維(Po-Wei Pan)；葉日武(Ryh-Wu Yeh)

关键词

顧客滿意 ； 失驗典範 ； 品質－滿意－忠誠鏈 ； 財務績效 ； Customer Satisfaction ； Disconfirmation Paradigm ； Quality-Satisfaction-Loyalty Chain ； Financial Performance

期刊名称

顧客滿意學刊

卷期/出版年月

11卷2期（2015 / 09 / 01）

页次

241 - 269

内容语文

繁體中文
中文摘要

顧客滿意是行銷和顧客行為領域最重要的構念之一，本研究扼要回顧既有的顧客滿意相關研究，涵蓋了初期的失驗典範，目前廣受接納的品質－滿意－忠誠鏈，新構念問世後衍生的因果路徑爭議，可能影響因果路徑強度的調節構念，以及組織層次的相關實證研究等。在扼要回顧每條研究路線之後，還另行提出部份待探討問題，供有意進行後續研究的讀者參考。這些回顧與討論理應有助於對顧客滿意相關議題獲得較完整深入的暸解，同時也有助於掌握未來可能的研究方向，降低理論與實務落差的疑慮，確認顧客滿意研究的正當性。
英文摘要

Customer satisfaction is one of the most important constructs in marketing and buyer behavior. This article provides a concise review of the researches on various issues of customer satisfaction, including the disconfirmation paradigm in the early stage, the generally accepted quality-satisfaction-Ioyalty chain, the causality controversies introduced by some new construets, the potential moderators between satisfaction and its antecedent and consequence, and the research efforts at the organization level of analysis. Also, some emerging or possible research streams are provided for those researchers who are interested in the development and validation of new models. These materials should be helpful for a more completed and in-depth understanding of the possible directions and undeniable legitimacy of customer satisfaction research.
主题分类 社會科學 > 經濟學
社會科學 > 管理學
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