题名

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

并列篇名

An Empirical Study of Different Service Type: Research on an Integration Model of Relationship Benefits and Relationship Quality and Relationship Outcomes

作者

蕭至惠(Chih-Hui Hsiao)；吳宏文(Ho-Mer Wu)；蔡進發(Chin-Fa Tsai)

关键词

關係利益 ； 關係品質 ； 關係產出 ； Relationship Benefits ； Relationship Quality ； Relationship Outcomes

期刊名称

行銷科學學報

卷期/出版年月

5卷1期（2009 / 10 / 01）

页次

35 - 78

内容语文

繁體中文
中文摘要

本研究嘗試將服務業種類當作Hennig-Thurau, Gwinner, and Gremler（2002）等人提出整合模型之區隔變數，探討不同的服務業種類是否會對該整合模型造成影響。本研究根據Bowen（1990）提出的服務業分類方式，依照專家意見法結果，分別選出「美容或美髮」、「商業銀行」與「復健診所」當作各自服務業群組的代表性產業進行問卷調查，然後以線性結構方程模式進行假設的驗證。研究發現，三種服務業群組中的「中等接觸、標準化服務」群組比較不適用解釋Hennig-Thuraus et al.（2002）的整合模型。本研究結果推得服務業種類差異確實會對Hennig-Thuraus et al.（2002）的整合模型造成影響。
英文摘要

The motivation for such average sampling might be that Hennig-Thuraus et al. conjecture that service types have an impact on their integrated model. By assuming that service types are segmentation variables to Hennig-Thuraus' integrated model, this study discusses whether different service types have an impact on Hennig-Thuraus' integrated model. Based on the expert opinion methods, three representative service industries, including beauticians or hairdressers, retailing banking, and exercise clinics, are picked respectively from Bowen's three categories. This study also finds that service industries belongs to the first two categories of Bowen's three categories fit better into Hennig-Thuraus' integrated model than do those belong to the third category. Our conclusion is that different service types have an impact on Hennig-Thuraus' integrated model.
主题分类 社會科學 > 經濟學
社會科學 > 管理學
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