您好，欢迎访问三一刀客
当前位置：首页 > 金融/证券 > 金融资料 > 金融控股公司合并后顾客满意度之研究－以日盛国际商业银行为例
12342002WTO521999673891011451997126131471516171881991011202112221323241425152627162001721172001721182810051520012919303120323334353621373839404142434445464748495051521.2.3.4.5.535455565758596061626364656667686970717273747576777879808182831.20012.20023.2002pp.19-394.2000—5.19986.2000?pp.85-957.20018.19959.200218pp.15-2610.1998pp.1081-111011.2001289pp.26-2812.2001“”13.199714.20002000415.20012001721pp.316.200017.200218.19998419.200120.1999pp.37-6821.200222.200223.2001pp.78-10424.200225.200226.198827.200228.1999pp.30-5929.200030.199331.2002—pp.93-13132.2002pp.18-2733.200134.2000203pp.26-3735.19958536.2002-37.2001pp.1-2138.199839.2002—MMA?pp.44-5940.2001pp.87-11141.199942.2002—pp.99-12043.2001—44.2002WTOpp.1-1245.199646.199647.2000ITISpp.13-2948.2002—pp.1-1849.2000P—Ppp.225-25050.200251.2002—?pp.16-30861.Baker,J,A.Parasuraman,D.GrewalandG.B.Voss2002,“TheInfluenceofMultipleStoreEnvironmentCueonPerceivedMerchandiseValueandPatronageIntentions”,Journalofmarketing,Vol.662,pp.120-1412.Bateson,J.,PerceivedControlandtheServiceEncounter,inJ.A.Czepiel,M.R.Solomon,andC.F.Surprenant(eds.),TheServiceEncounetr,LexingtonBooks,Lexington,Mass.,1985,pp.76-833.Cardozo,R.N.,1965.AnExperimentalStudyofCustomerEffort,Expectation,andSatisfaction,JournalofMarketingResearch,24(8):244-249.4.Carman,J.M.(1990)“Consumerperceptionsofservicequality:anassessmentoftheSERVQUALdimensions,”JournalofRetailing,Vol.66,No.1,pp.33-55.5.Churchill,G.A.andC.Surprenant1982,“AnInvestigationintotheDeterminantsofCustomerSatisfaction,”JournalofMarketingResearch,19491-504.6.Engel,J.F.,Blackwell,R.D.,&Miniard,P.W.(1993).ConsumerBehavior,7thed.,DrydenPress.7.FournierG.,LeboeufM.;CavéA.“AnnonaceaeEssentialOils”J.Essent.OilRes.11,131-132,(1999)Anderson,E.W.,&Fornell,C.(2000).FoundationsoftheAmericancustomersatisfactionindex.TotalQualityManagement,11(7),869-8828.Hempel,DonaldJ.,1977.ConsumerSatisfactionwithTheHomeBuyingProcess:ConceptualizationandMeasurement,inTheConceptualizationofConsumerSatisfactionandDissatisfaction,H.KeithHunt,Cambridge,Mass.,MarketingScienceInstitute.9.Howard,John.A.andJagdesh.N.Sheth,1969.TheTheoryofBuyerBehavior,NewYork:JohnWillyandSons,Inc.10.Iacobucci,D.,Ostrom,A.,&Grayson,K.(1995).Distinguishingservicequalityandcustomersatisfaction:Thevoiceoftheconsumer.JournalofConsumerPsychology,4,277-303.11.Oliver,C.1991.Strategicresponsestoinstitutionalprocesses.AcademyofManagementReview,16(1):145-179.12.Parasuraman,A.,Zeithaml,V.A.andBerry,L.L.,1985,SERVQUAL:AMultiple-ItemScaleforMeasuringConsumerPerceptionofServiceQuality,JournalofMarketing,64(Spring),pp.13-40.8713.Parasuraman,A.,Zeithaml,V.A.andBerry,L.L.,1988,AConceptualModelofServiceQualityandItsImplicationsforFutureResearch,JournalofMarketing,49,pp.41-50.PerspectivesonConsumerSatisfaction,AMAConferenceProceedings,pp.119-123.14.Park,S.H.&Luo,Y.2001.Guanxiandorganizationaldynamics:OrganizationalnetworkinginChinesefirms.StrategicManagementJournal,22:455-477.881()()21~23~56~1011~303()1.2.3.1920~2930~3940~4950~59604.5.2020~5050~1001006./8901.(ATM)………..………………..02.…………….…….….............03.…………………….….……….............04.…………….…………..05.……….………….….....................06.……………………………...07.…………………...08.………………………...09.……………10.…………………………...11.…………...12.…………………………………...13.…………………………...14.…………………………...15.……………………………...16.………….17.……………………....18.……………………………………...19.…………………………………...20.……………………...21.…………………...22.………………………...23.…………………………...24.………………………...25.………………………...9001.………………………………...02.………………………………...03.………………………………...04.………………………………...05.………………………………...06.………………………...07.……………………………...08.……………………………...01.…………..……………….02.……………………………...03.……………………..……….04.………………………….……......05.……………………………...06.……………...07.……………………..………….08.……………………..…….………09.……………..………….10.……………………….……..........11.…………………………………...12.………………………...
三一刀客所有资源均是用户自行上传分享，仅供网友学习交流，未经上传用户书面授权，请勿作他用。
扫描二维码
妖冥极道武境
本文标题：金融控股公司合并后顾客满意度之研究－以日盛国际商业银行为例
链接地址：https://www.111doc.com/doc-251557 .html