1. NCHU Institution Repository
  2. 管理學院
  3. 科技管理研究所
Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/22130
標題: 關係結合策略在不同關係階段之研究
A study of relational bonding strategies across different relationship phases
作者: 劉馥瑄
Liu, Fu-Hsuan
關鍵字: relationship marketing;關係行銷;relational bond;benefit (carrot) and barrier (stick);customer loyalty;relationship phase;關係結合策略;利益與障礙;顧客忠誠;關係階段
出版社: 科技管理研究所
引用: 1. Ailawadi, Kusum L., Neslin Scott A, Gedenk Karen. (2001). Pursuing the value-conscious consumer: store brands versus national brand promotions. Journal of Marketing, 65 (1), 71-89. 2. Allen, Natalie. J., Meyer, John. P. (1990). The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63(1), 1-18. 3. Anderson, James. C., & Narus, James A. (1991). Partnering as a focused market strategy. California Management Review, 33 (3), 95-113. 4. Avolio, Bruce J., Yammarino, Francis. J., and Bass, Bernard. M. (1991). Identifying Common Methods Variance with Data Collected from a Single Source: An Unresolved Sticky Issue. Journal of Management, 17(3), 571-587. 5. Babin Babin J., Darden William R., Griffin Mitch. (1994). Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20 (March), 644-656. 6. Baker, Thomas L., Simpson, Penny M., & Sigauw, Judy A. (1999). The impact of suppliers'' perceptions of reseller market orientation on key relationship constructs. Journal of the Academy of Marketing Science, 27 (1), 50-57. 7. Balabanis, George, Reynolds, Nina, Simintiras, Antonis (2006). Base of e-store loyalty: Perceived switching barriers and satisfaction. Journal of Business Research, 59(2), 214-224 8. Balakrishnan, Subra (1996). Benefits of customer and competitive orientations in industrial markets. Industrial Marketing Management, 25 (4), 257-269. 9. Bansal, Harvir. S., Irving, Gregory P., & Taylor, Shirley. F. (2004). A three-component model of customer commitment to service providers. Journal of the Academy of Marketing Science, 32(3), 234-250. 10. Baxter, Leslie A. (1985). Accomplishing Relationship Disengagement. Beverly Hills, CA: Sage Publications, Inc. 11. Bendapudi N, Berry Leonard L. (1997). Customers' motivations for maintaining relationships with service providers. Journal of Retailing , 73 (1), 15-37. 12. Berger, Charles R. (1973). The acquaintance process revisited: explorations in initial interaction. New York: Speech Communication Associaation. 13. Berry Leonard L. (1983). Relationship marketing. In emerging perspectives on service marketing. Berry Leonard L, Shostack L, Upah G. editors. Chicago, IL: American Marketing Association. 25-28. 14. Berry, Leonard L. (1995), Relationship Marketing of Services: Growing Interest, Emerging Perspectives, Journal of the Academy of Marketing Science, 23 (4). 236-245. 15. Berry, Leonard L. and Parasuraman A. (1991), Marketing Service: Competing Through Quality. New York: The Free Press. 16. Beverland, Michael (2005). Adapting within relationships to adapt to market-led change: does relationship success lead to marketplace inertia? Industrial Marketing Management, 34 (6), 577-589. 17. Bitner, Mary J., Booms, Bernard H, Tetreault, Mary S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing,” 54 (1), 71-84. 18. Blau, Peter M. (1964). Exchange and Power in Social Life. New York: John Wiley & Sons. 19. Bonsnjak, Michael, Galesic, Mirta and Tuten, Tracy. (2007). Personality determinants of online shopping: explaining online purchase intentions using a hierarchical approach. Journal of Business Research, 60(6), 597-605. 20. Brush, Thomas H. and Kendall W. Artz (1999). Toward a Contingent Resource-Based Theory: The Impact of Information Asymmetry on the Value of Capabilities in Veterinary Medicine. Strategic Management Journal, 20 (3). 223-250. 21. Burnham, Thomas A., Frels, Judy K. and Mahajan Vijay (2003). Consumer Switching Costs: A Typology, Antecedents, and Consequences. Academy of Marketing Science, 31(2), 109-126. 22. Campbell, Donald. T. and Fiske, Donald W. (1959).Convergent and Discriminant Validation by the Multitrait-Multimethod Matrix. Psychological Bulletin, 56(2), 81-105. 23. Campbell, Kim Sydow, Davis, Lenita, and Skinner, Lauren. (2006). Rapport management during the exploration phsase of the salesperson-customer relationship. Journal of Personal Selling & Sales Management, 26(4), 359-370. 24. Chandon P, Wansink B, Laurent G. (2000). A benefit congruency framework of sales promotion effectiveness. Journal of Marketing, 64 (4): 65-81. 25. Chandon P, Wansink B, Laurent G. (2000). A benefit congruency framework of sales promotion effectiveness. Journal of Marketing , 64 (4),65-81. 26. Chang Yu-Hern, Chen Fang-Yuan. (2007). Relational benefits, switching barriers and loyalty: a study of airline customers in Taiwan. Air Transport Management, 13(2), 104-109 27. Chaudhuri Arjun, Holbrook Morris B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, 65 (2), 81-93. 28. Chen, Pei-Yu, & Hitt, Lorin M. (2002). Measuring switching costs and the determinants of customers retention in Internet-enabled businesses: A study of the online brokerage industry. Information Systems Research, 13(3), 255-275. 29. Chiu, Hung Chang. (2002). A study on the cognitive and affective components of service quality. Total Quality Management, 13 (2), 265-274. 30. Chiu, Hung-Chang, Hsieh, Yi-Ching, Li ,Yu-Chuan and Lee, Monle (2005). Relationship Marketing and Consumer Switching Behavior. Journal of Business Research, 58(12), 1681-1689. 31. Churchill, Gilbert A. (1979). A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research, 16 (1), 64-73. 32. Colgate M, Hedge R. (2001). An investigation into the switching process in retail banking services. The International Journal of Bank Marketing , 19 (5), 201-212. 33. Colgate, Mark, Tong, Thuy-Uyen Vicky, Lee, Kwai-choi, Christina and Farley, John U. (2007). Back from the Brink why customers stay. Journal of Service Research, 9(3), 211 34. Crocker, Kenneth E. (1986). The Influence of the Amount and Type of Information on Individuals' Perception of Legal Services. Journal of the Academy of Marketing Science, 14 (4). 18-27. 35. Cronin Joseph J. Jr., Taylor Steven A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing ,56 (3), 55-68. 36. Crosby Lawrence A., Evans, Kenneth R., Cowles Deborah (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing , 54 (3), 68-81. 37. Davis, Duane L., Guiltinan, Joseph P. and Jones, Wesley H. (1979). Service Characteristics, Consumer Search and the Classification of Retail Services. Journal of Retailing, 55 (3). 3-23. 38. Donney, Patricia M. and Joseph P. Cannon (1997). An Examination of the Nature of Trust in Buyer-Seller Relationships. Journal of Marketing, 61 (2). 35-51. 39. Doty, Harold D., and Glick, William H. (1998). Common Methods Bias: Does Common Methods Variance Really Bias Results? Organizational Research Methods, 1(4), 374-406. 40. Dwyer, Robert F., Schurr, Paul H., & Oh, Sejo (1987). Developing buyer-seller relationships. Journal of Marketing, 51 (April), 11-27. 41. Economist. (1999). Frictions in cyberspace. Economist, November 20. 42. Edwards K (1990). The interplay of affect and cognition in attitude formation and change. Journal of Personality and Social Psychology, 59 (2), 202-216. 43. Ennew, Christine T., Binks, Martin R. (1996). The impact of service quality and service characteristics on customer retention: small businesses and banks in the UK. British Journal of Management, 7 (3), 219-230. 44. Flint, Daniel J., Woodruff, Robert B., & Gardial, Sarah F. (2002). Exploring the phenomenon of customers'' desired value change in a business-to-business context, Journal of Marketing, 66 (October), 102-17. 45. Fornell, Claes and Larcker, David F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18 (1), 39-50. 46. Frazier, Gary L. (1983). Interorganizational exchange behavior in marketing channels: a broadened perspective. Journal of Marketing, 47 (July), 68-78. 47. Ganesh, Jaishankar, Mark J. Arnold and Kristy E. Reynolds (2000). Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers. Journal of Marketing, 64(3), 65-87. 48. Garbarino Ellen, Johnson, Mark S. (1999). The different roles of satisfaction, trust, and commitment in customer relationship. Journal of Marketing, 63 (2), 70-87. 49. Gommans Marcel, Krishman Krish S, Scheffold Katrin B. (2001). From brand loyalty to e-loyalty: a conceptual framework. Journal of Economic & Social Research, 3(1), 43-59 50. Grayson, Kent and Tim Ambler. (1999). The dark side of long-term relationships in marketing services. Journal of Marketing Research, 36(February), 132-141. 51. Grönroos, Christian (1994), From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing, Management Decision, 32 (2). 4-21. 52. Gruen, Thomas W., Summers, John O., & Acito, Frank (2000). Relationship marketing activities, commitment, and membership behaviors in professional associations. Journal of Marketing, 64(3), 34-49. 53. Gwinner, Kevin P., Gremler, Dwayne D., Bitner, Mary J. (1998). Relational benefits in service industries: the customer's perspective. Journal of the Academy of Marketing Science, 26 (2), 101-114. 54. Harris Lloyd C., Goode Mark M. H. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing , 80(2), 139-158. 55. Hirschman Elizabeth C., Holbrook Morris B. (1982). Hedonic consumption: emerging concepts, methods and propositions. Journal of Marketing,46 (Summer), 92-101. 56. Holbrook Morris B., Corfman KP. (1985). Quality and value in the consumption experience: phaedrus rides again. In: Jacoby J, Olson J, editors. Perceived Quality. Lexington, MA: Lexington Books, 31-57. Jackson, Barbara Bund. 57. Jackson, Barbara Bund (1985). Winning and keeping industrial customers. Lexington, MA: Lexington Books. 58. Janoff, Barry (2000), Click and Stick, Progressive Grocer, 79 (2). 61-64. 59. Jap, Sandy D. (2001). The strategic role of the salesforce in developing customer satisfaction across the relationship lifecycle. Journal of Personal Selling & Sales Management, 21(2), 95-108 60. Jap, Sandy. D., & Ganesan, Shankar. (2000). Control mechanisms and the relationship life cycle: implications for safeguarding specific investments and developing commitment. Journal of Marketing Research, 37 (May), 227-45. 61. Jones, Michael A, Mothersbaugh, David L., Beatty, Sharon E. (2002). Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes. Journal of Business Research, 55(6), 441-450. 62. Jones, Michael. A., Mothersbaugh, David. L., & Beatty, Sharon. E. (2000). Switching barriers and repurchase intentions in services. Journal of Retailing, 76(2), 259-274. 63. Jones, Thomas M (1991). Ethical Decision Making by Individuals in Organizations: An Issue-Contingent Model. Academy of Management Review, 16(2), 366-395. 64. Kaushik, Mitra, Reiss, Michelle C. and Capella, Louis M. (1999). An Examination of Perceived Risk, Information Search and Behavioral Intentions in Search, Experience and Credence Services. The Journal of Services Marketing, 13(3), 208-228. 65. Keaveney Susan M. (1995). Customer switching behavior in service industries: an exploratory study. Journal of Marketing , 59 (2), 71-82. 66. Kent, Gerald. G., Davies, John D. and Shapiro, David A. (1981). Effect of mutual acquaintance on the construction of conversation. Journal of Experimental Social Psychology, 17(2), 197-209. 67. LaRow, M. (2000). The five engines of ECRM. Computer Technology Review, 20(8), 39-54. 68. Leslie, Stoel, Vanessa, Wickliffe, Lee, Kyu-Hye. (2004). Attribute beliefs and spending as antecedents to shopping value. Journal of Business Research, 57 (10),1067-1073. 69. Liang, Chiung-Ju, Wang, Wen-Hung (2005). Integrative research into the financial services industry in Taiwan: relationship bonding tactics, relationship quality and behavioural loyalty. Journal of Financial Services Marketing, 10(1), 65-83. 70. Lin, Neng-Pai, Weng, James C. M. and Hsieh, Yi-Ching (2003).Relational Bonds and Customer's Trust and Commitment-A Study on the Moderating Effects of Web Site Usage. The Service Industries Journal, 23 (3). 103-124. 71. Marzo-Navarro, M., Pedraja-Iglesias, M., Rivera-Torres, M.P. (2004). The benefits of relationship marketing for the consumer and for the fashion retailers. Journal of Fashion Marketing and Management, 8(4), 425-436. 72. McAlexander, James. H., Schouten, John. W. and Koening, Harold F. (2002). Building brand community. Journal of Marketing, 66(1), 38-54. 73. Morgan, Robert M. and Hunt, Shelby D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58 (3), 20-38. 74. O'Loughlin, Deirdre and Szmigin, Isabelle. (2006). Emerging perspectives on customer relationships, interactions and loyalty in Irish retail financial services. Journal of Consumer Behaviour, 5(2), 117-129. 75. Oliver, Richard L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63 (Special issue), 33-44. 76. Ostrom, Amy, Iacobucci , Dawn. (1995). Consumer Trade-Offs and the Evaluation of Services. Journal of Marketing, 59(1), 17-28. 77. Palmatier, Robert W., Gopalakrishna Srinath, Houston, Mark B. (2006). Returns on buiness-to-business relationship marketing investments: strategies for leveraging profits. Marketing Science, 25(5), 477-493. 78. Papadopoulou, Panagiota, Andreas Andreou, Panagiotis Kanellis, and Drakoulis Martakos (2001). Trust and Relationship Building in Electronic Commerce, Internet Research, 11 (4). 322-332. 79. Parasuraman A., Zeithaml, Valarie A., Berry Leonard L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing. 49 (3), 41-50. 80. Patterson, Paul G. and Tasman Smith (2003). A Cross-Cultural Study of Switching Barriers and Propensity to Stay with Service Providers, Journal of Retailing, 79 (2). 107-120. 81. Peltier, James W. and John Westfall (2000). Dissecting the HMO-Benefits Managers Relationship: What to Measure and Why, Marketing Health Service, 20 (2), 4-13. 82. Peterson, Robert A. (1995). Relationship Marketing and the Consumer, Journal of the Academy of Marketing Science, 23(4),278-281. 83. Ping, Robert A. (1994). Does satisfaction moderate the association between alternative attractiveness and exit intention in a marketing channel. Journal of the Academy of Marketing Science, 22(4), 364-371 84. Podsakoff, Philip. M., MacKenzie, Scott. B., Lee, Jeong-Yeon and Podsakoff, Nathan. P. (2003). Common Method Bias in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of Applied Psychology, 88(5), 879-903. 85. Podsakoff, Philip. M., Organ, Dennis W. (1986). Self-Reports in Organizational Research: Problems and Prospects. Journal of Management, 12(4), 531-544. 86. Porter, Michael E. (1980). Competitive Strategy. New York: The Free Press. 87. Pride William M,, Ferrell OC. (2003).Marketing: Concepts and Strategies, 12th ed. Boston, MA: Houghton Mifflin Company. 88. Reynolds, Kristy E. and Beatty, Sharon E. (1999). Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing. Journal of Retailing, 75 (1). 11-32. 89. Reynolds, Kristy E. and Beatty, Sharon E. (1999). Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing. Journal of Retailing, 75(1), 11-32. 90. Ring, Peter Smith and Van de Ven, Andrew H. (1994). Developmental processes of cooperative interaorganizational relationships. Academy of Management Reiview, 19(1), 90-118 91. Roberts K, Varki S, Brodie R. (2003). Measuring the quality of relationships in consumer services: an empirical study. European Journal of Marketing, 37 (1/2), 169-196. 92. Rusbult, Caryl E., Farrell, Dan, Rogers, Glan, & Mainous, Arch G. (1988). Impact of exchange variables on exit, voice, loyalty, and neglect: An integrative model of responses to declining job satisfaction. Academy of Management Journal, 31(3), 599-827. 93. Schiffman Leon G, Kanuk, Leslie L. (2004), “Consumer Behavior, 8th ed,” Upper Saddle River, New Jersey: Pearson Prentice Hall. 94. Shin, Dong Hee. (2005). A study of mobile number portability effects in the United States. Telematics and Informatics, 24(1), 1-14. 95. Smith, Brock (1998). Buyer-Seller Relationships: Bonds, Relationship Management, and Sex-Type. Canadian Journal of Administrative Sciences, 15 (1),76-92. 96. Srinivasan Srini S, Anderson Rolph, Ponnavolu Kishore (2002). Customer loyalty in -ecommerce : an exploration of its antecedents and consequences. Journal of Retailing, 78 (1), 41-50 97. Strauss, Judy and Raymond Frost (2001), E-Marketing, 2d ed., Upper Saddle River, NJ: Prentice-Hall 98. Szmigin, Isabelle and Reppel, Alexander E. (2004). Internet community bonding: the case of macnews.de. European Journal of Marketing, 38(5/6), 626-640. 99. Thorbjørnsen, Helge, Magne Supphellen, Herbjorn Nysveen, and Per Egil Pedersen (2002), Building Brand Relationships Online: A Comparison of Two Interactive Applications, Journal of Interactive Marketing, 16 (3). 17-34. 100. Tsai, Hsien-Tung, Huang, Heng-chiang, Jaw, Yi-Long and Chen Wen-Kuo. (2006) Why online customers remain with a particular e-retailer: an integrative model and empirical evidence. Psychology & Marketing, 23(5), 447-464. 101. Turnbull, Peter W. and Wilson, David T. (1989), Developing and Protecting Profitable Customer Relationships, Industrial Marketing Management, 18 (3). 233-238. 102. Turner, Ralph H. (1970), Family Interaction. New York: John Wiley 103. Wathne, Kenneth H., Biong, Harald and Heide, Jan B. (2001). Choice of supplier in embedded markets: Relationship and marketing program effects. Journal of Marketing, 65(2), 54-67. 104. Williams, Jerome D., Han, Sang-Line, and Qualls, William J. (1998), A Conceptual Model and Study of Cross-Cultural Business Relationships, Journal of Business Research, 42 (2). 135-143. 105. Wilson, David T. (1995). An Integrated Model of Buyer-Seller Relationships. Journal of the Academy of Marketing Science, 23 (4), 335-345. 106. Woodworth, Robert S. (1928), Dynamic Psychology. In Murchison C, editor. Psychologies of 1925. Worcester, MA: Clark University Press. 107. Yanamandram, Venkata & White, Lesley. (2006). Switching barriers in business-to business services: a qualitative study. International Journal of Service Industry Management, 17(2), 158-192. 108. Yang, Zhilin. & Peterson, Robin T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799-822. 109. Zeithaml Valaire A., Berry Leonard L., Parasuraman A. (1996). The behavioral consequences of service quality. Journal of Marketing. 60 (2): 31-46. 110. Zeithaml, Valarie A. (1981). How Consumer Evaluation Processes Differ between Goods and Services, pp. 186-189 in Marketing of Services, James H. Donnelly and William R. George (Eds.), Chicago: American Marketing Association. 111. Zeithaml, Valarie A. and Mary Jo Bitner (2000). Services Marketing: Integrating Customer Focus Across the Firm, 2nd ed., Boston: Irwin/McGraw-Hill.
摘要: 
關係行銷的目的在於建立及維持顧客與組織之間的關係並提升顧客對組織的忠誠度。在過去的文獻中，大多將重點放在不同的關係結合策略如何的提升顧客忠誠度，而將焦點放在關係結合策略中如何增加利益及障礙來留住顧客的研究是很少見的。近年來，在企業與個別消費者關係之探討方面，針對長短期顧客進行不同的行銷策略之觀念也逐漸受到重視。因此，本研究想解釋在不同的關係階段中，關係結合策略、利益與障礙和顧客忠誠度之間的關係。

The goal of relationship marketing is to build and maintain a committed, loyal relationship between a customer and an organization. Although studies have discussed the types of relational bonds that enhance customer loyalty, empirical research that focuses on the application of relational bonds in benefit (carrot) and barrier (stick) is relatively sparse. In recent years, marketers do the different marketing strategy for long-term and short-term customer, the relationship between firm and individual customer get more and more important. We attempt to explain the relationships among relational bonds, two drivers, and customer loyalty in four different relationship phases (exploration, buildup, maturity, and decline).
URI: http://hdl.handle.net/11455/22130
其他識別: U0005-0507200715043600
Appears in Collections:科技管理研究所

Show full item record
 
TAIR Related Article

Google ScholarTM

Check


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.