-
آرشیو :
نسخه تابستان 1398 - جلد اول
-
نوع مقاله :
پژوهشی
-
کد پذیرش :
11844
-
موضوع :
موضوعی تعریف نشده!
-
نویسنده/گان :
داود فیض، سیامک رضایی پور، مرتضی اصغری علایی
-
کلید واژه :
رضايت مشتري، کيفيت خدمات، ارتباطات برند، وفاداري به برند، اعتماد به برند.
-
مراجع :
[1] Keller , K. ( 2003). “Brand synthesis: the multidimensionality of brand knowledge.” Journal of construction Research , pp. 595-600.
[2] کاپفرر , ژ.، 1390، مديريت راهبردي نام تجاري، ترجمه سينا قربانلو, تهران: انتشارات مبلغان، چاپ اول.
[3] Aaker,D. (1991). “Managing Brand Equity: Capitalizing on the value of Brand Name.” New York: Free press.
[4] Panda,T. K. ( 2004). “Consumer Response to Brand Placements in Films: Role of Brand Congruity and Modality of Presentation in Bringing Attitudinal Change Among Consumers with Special Reference to Brand Placements in Hindi Films.” South Asian Journal of Management, Vol 11, No. 4, pp. 7-25.
[5] Zehir, C. ,Sahin A. and Kitapci, H. (2011). “The Effects of brand experience, Thust and Satisfaction on Building Brand Loyalty: An Empirical Research on Global Brands.” Procedural Social and Behavioral Sciences, no. 24, pp. 1288-1301.
[6] Grace, D. and O Cass, A. (2005). “Examining the effects of service brand communications on brand evaluation.” Journal of product & Brand & Brand Management , no. 14, pp. 106-116.
[7] Bitner, M. J. and Hubbert, A. R. ( 1994). “Encounter satisfaction versus overall satisfaction versus quality.” in service quality: new direction in theory and practice, London: Sage Publication.
[8] Anderson, E. W. and Sullivan, M. W.(1993). “The antecedents and consequences of customer satisfaction for firms.” Marketing Science, vol. 2, no. 12, pp. 125-145.
[9] Rust, R. T. and Oliver, R. L.(1994). “Service quality: insights and managerial implications from the frontier.” new directions in theory and practice, New York: Sage.
[10] Sweeney, J. and Swait, J.( 2008). “The effect of brand credibility on customer loyalty.” Journal of Retailing and Consumer Services, vol. 1, no. 15, pp. 179-193.
[11] کاتلر,ف. ،1383، مباني مديريت بازاريابي، تجزيه و تحليل و برنامه ريزي، ترجمه دکتر علي پارساييان, تهران: انتشارات ترمه، چاپ اول.
[12] هاوکينز , د. بست، ر. و ک. کنت , 1385، رفتار مصرف کننده. ترجمه احمد روستا و عطيه بطحايي, تهران: انتشارات سارگل ،چاپ اول.
[13] Parasuraman,A., Berry L. L. and Zeithaml, V. A. (1985). “A conceptual model of service quality and its implications for future research.” Journal of Marketing, vol. 49, pp. 41-50.
[14] He, G. and Jun, L. (2010). “Study of the relationship between service quality, customer satisfaction and behavior intention.” in Paper presented at international conference on E-product, E-service and E-entertainment (ICEEE), new york.
[15] Woodruff, R. B. (1997). “Customer value: the next source for competitive advantage.” Journal of the Academy of Marketing Science, vol. 2, no. 25, pp. 139-153.
[16] م. کيماسي, م. حقيقي و س. م. مقيمي , 1382، “وفاداري خدمت: اثرات کيفيت خدمات و نقش ميانجي رضايتمندي مشتري.” دانش مديريت, جلد 18, صص 61-60.
[17] McAlexander, J. H., Schouten, J. W. and Koenig, H. F. (2002). “Building brand community.” Journal of Marketing Education Review, vol. 1, no. 66, pp. 38-54.
[18] Lia, Z. B., Schmitt, H. and Rogers, D. L. (2008). “A literature review of consumer-based brand scales.” in In handbook on brand and experience management, eds, Cheltenham, Edward Elgar publishing limited, pp. 188-218.
[19] Goodman, N. (2012). [Online]. Available: http://www.entrepreneur.com/blog/224622. [Accessed 2012].
[20] Parasuraman , A. Zeithaml, V. and Berry, L. (1988). “SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality.” Journal of Retailing, vol. 1, no. 64, pp. 12-40.
[21] Mersha, t. and Adlakha, v.(1992). “Attributes of service quality: the consumers perspective.” international journal of service industry management, vol. 3, no. 3, pp. 34-45.
[22] Ghobadian, A., Speller, S. and Jones, M. (1994). “Service Quality: Concepts and Models.” International Journal of Quality & Reliability Management, vol. 9, no. 11, p. 43.
[23] سبحاني، م., 1385، “وفاداري به مارک.” مجله تدبير, شماره 173, صفحات 38-34.
[24] موون، ج., سي، م. و م. است,1386، رفتار مصرف کننده، ترجمه عباس صالح اردستاني و محمدرضا سعدي, تهران: انتشارات اتحاد، چاپ اول.
[25] Yuksel, A., Yuksel, F. and Bilim, Y. (2010). “Destination attachment: Effects on customer satisfaction and cognitive , affective and cognitive loyalty.” Tourism Management, no. 31, pp. 274-284.
[26] دهدشتي شاهرخ، ز., تقوي فرد، م. ت. و ن. رستمي،1389, “مدلي براي سنجش تاثير قابليت اعتماد برند بانك ها بر تعهد و وفاداري مشتريان.” فصلنامه علوم مديريت ايران، انجمن علوم مديريت ايران, جلد 5, شماره 20, صفحات 89-69.
[27] Cunningham, A. D. ( 2003). “leadership development in catholic: A study on several leadership.” Doctoral dissertation, Saint Louis University(UMI NO AAT 3102886).
[28] Juran, J. M. (1998) "Total Quality Marketing (TQMK), “ managerial auditing journal, vol. 5, no. 12, p. 184.
[29] ملکي، آ. و دارابي، م.,1387، “روشهاي مختلف اندازه گيري رضايت مشتري.” ماهنامه مهندسي خودرو و صنايع وابسته, جلد 3, شماره 1, صفحات 32-27.
[30] موتمني، ع., مرادي، ه. و ا. همتي, 1389، تاثير شخصيت نام تجاري بر وفاداري مشتريان، چشم انداز مديريت بازرگاني, جلد 4, صفحات 105-89.
[31] کاتلر، ف. و آرمسترانگ، گ.,1390، اصول بازاريابي، ترجمه علي پارساييان, تهران: انتشارات دبستان، جلد اول.
[32] موسوي، ع., نونژاد، م. و م. قائدي ,1388، “بررسي عوامل موثر بر الگوي جديد رضايت مندي مشتريان (مطالعه مورد: صنايع الکترونيک و مخابرات گوشي تلفن همراه نوکيا).” فصلنامه مديريت, جلد 6, شماره 13, صفحات 69-56.
[33] محمدي، ج., درزيان عزيزي، ع., فاخر، ا. و ن. کافي کنگ,1393، “بررسي تاثير تطابق شخصيتي برند، کيفيت ادراک شده و وجهه برند بر وفاداري به برند.” راهبردهاي بازرگاني(دانشور رفار سابق) دانشگاه شاهد, جلد 3, شماره 21, صفحات 48-37.
[34] M Davis, M. and Heineke, J. (2004). “Operations Management: Integrating Manufacturing and Services.” 5th Edition Hardcover.
[35] حيدرزاده، ک., غفاري، ف. و س. فرزانه, 1390، “بررسي تاثير اعتبار برند بر وفاداري مشتريان در صنعت بانکداري ايران.” مجله پژوهشهاي مديريت, شماره 88, صفحات 88-69.
[36] Bennett, R., Hartel, C., McColl, J. and Kennedy, J. (2005). “Experience as a moderator of involvement and satisfaction on brand loyalty in a business –to business setting.” industrial Marketing Management, no. 34, pp. 97-107.
[37] Oliver, R. (1999). “Whence consumer Loyalty?.” Journal of Marketing, no. 63, pp. 33-44.
[38] Sheth, J. N. and Parvatiyar, A. (1995). “Relationship marketing in consumer markets: antecedents and consequences.” Journal of the Academy of Marketing science, vol. 4, no. 23, pp. 255-271.
[39] روشني مقدم، م. ر.,1386، “آنچه بنگاه در چنته دارد در برند نهفته است.” نشريه انديشه گستر سايپا, شماره 75, صفحات26-21 .
[40] Lafferty, B., Goldsmith, R. and Newell,S. (2002). “The dual credibility model: the influence of corporate and endorser credibility on attitudes and purchase intentions.” Journal of Marketing Theory and Practice, vol. 3, no. 10, pp. 1-12.
[41] Rauyuen, P. and Miller, K. (2007). “Relationship Quality as A predictor of B2B customer loyalty.” Journal of Business Research, vol. 1, no. 60, pp. 21-31.
[42] Hiscock, J. (2001). "Most trusted brands.” in Marketing, 1 March, pp. 3-32.
[43] Singh, J. and Sirdeshmukh, D. (2000). “Agency and trust mechanisms in consumer satisfaction and loyalty judgments.” Journal of the Academy of Marketing Science, vol. 1, no. 28, pp. 150-168.
[44] Chaudhuri, A. and Holbrook, M. (2001). “The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty.” Journal of Marketing, vol. 2, no. 65, pp. 81-93.
[45] Amin, S. M., Ahmad, U. N. U. and Hui, L. S. (2012). “Factors contributing to customer loyalty towards telecommunication service provider.” Procedia-Social and Behavioral Sciences, no. 40, pp. 282-286.
[46] Nam, J., Ekinci, Y. and Whyatt,G. (2011). “Brand equity, brand loyalty and consumer satisfaction.” Annals of Tourism Research, vol. 3, no. 38, pp. 1009-1030.
[47] Gilmore, A. and McMullan, R. (2008). “Customer loyalty: An empirical study.” European Journal of Marketing, vol. 9/10, no. 42, pp. 1084-1094.
[48] الهي، ش. و حيدري، ب.,1384، مديريت ارتباط با مشتري, تهران: شرکت چاپ و نشر بازرگاني وابسته به موسسه مطالعات و پژوهشهاي بازرگاني، چاپ اول.
[49] Carolyn, A. and Kennedy, D. (2002). “from prisoners ,To Apostles : Typology of Repeat Buyers and Loyal Customers in service Business.” Journal of service Marketing, vol. 8, pp. 254-280.
[50] Hsieh, Y., Chiu, h., LiYu, c. and Lee, M. (2005). “Relationship Marketing and Consumer Switching Behaviour.” Journal of Business Research, vol. 58, no. 12, pp. 1681-1689.
[51] Bloemer, J., De Ruyter, K. and Wetzels, M. (1999). “Linking perceived service quality and service loyalty: a multi-dimensional perspective.” European Journal of Marketing, vol. 11, no. 33, pp. 1082-1106.
[52] Jacoby, J. and Chestnut, R. W. (1978). “Brand loyalty measurement and management.” Newyork: Wiley.
[53] Morgan-Thomas, A. and Veloutsou, C. (2013). “Beyond technology acceptance: Brand.” Journal of Business Research, no. 66, pp. 21-27.
[54] Flint, D. Blocker, C. and Boutin, P. (2011). “Customer value anticipation, customer satisfaction and loyalty: an empirical examination.” Industrial Marketing Management, vol. 408, pp. 219-230.
[55] Ercis, A., Unal Sevtap, C. F. and Burcu,Y. H. (2012). “The effect of brand satisfaction, trust and brand commitment on loyalty and repurchase intention.” Procedia - Social and Behavioural Sciences, vol. 58, pp. 103-125.
[56] Krystallis, A. and Chrysochou, P. (2014). “The effects of service brand dimensions on brand loyalty.” Journal of Retailing and Consumer Services, vol. 2, no. 21, p. 139.
[57] کي فرزندي اصل، ع.,1391، “بررسي رابطه بين تجربه برند و وفاداري به برند با اثر مداخله گري شخصيت برند، اعتماد برند و رضايت مشتري مورد مطالعه: مشتريان بانک ملت استان آذربايجان غربي.” پايانامه کارشناسي ارشد، دانشکده اقتصاد، مديريت و علوم اداري, دانشگاه سمنان.
[58] Fullerton, G. (2005). “How commitment both enables and undermines marketing relationships.” European journal of marketing, vol. 11/15, no. 49, pp. 1375-1388.
[59] Ganesan, S. (1994). “Determinants of Long-Term Orientation in Buyer-Seller relationships.” Journal of Marketing, vol. 2, no. 58, pp. 1-19.
[60] Agustin, C. and Singh, J. (2005). “Curvilinear Affects of Consumer Loyalty Determinants in Relational Exchanges.” Journal of Marketing Research, no. 42, pp. 96-108.
[61] Bennett, R. and Rundle‐Thiele, S. (2001). “A brand for all seasons? A discussion of brand loyalty approaches and their applicability for different markets.” Journal of Product & Brand Management, vol. 10, no. 1, pp. 25-37.
[62] So, K. K. F., King, C., Sparks, B. and Wang, Y. (2013). “The influence of customer brand identification on hotel brand evaluation and loyalty development.” International Journal of Hospitality Management, no. 34, pp. 31-41.
[63] Morgan, R. M. and Hunt, S. D. (1994). “The commitment-trust theory of relationship marketing.” Journal of Marketing, vol. 3, no. 58, pp. 20-38.
[64] Laroche, M., Habibi, M., Richard, M. and Sankaranayanan, R. (2012). “The effect of social media based brand communities on brand community markers, value creation practices, brand trust and brand loyalty.” Journal of computers in human behaviour, no. 28, pp. 1755-1767.
[65] Buil, I., chernatory, L. D. and Martinez, E. (2011). “Examining the role of advertising and sales promotions in brand equity creation.” Journal of business research. JBR-07321, vol. 1, no. 66, p. 8.
[66] Mohammadi, R., Hashemi, R. and Moradi,A. (2012). “Study of effects of internal marketing on customer orientation (food & drug distribution companies of Kermanshah province).” International Research Journal of Applied and Basic Sciences, vol. 3, no. 11, pp. 2337-2344.
[67] D voris, R. and van gelder, J. (2005). “Leadership And need for leadership: an implicit theory, in B. Schyns & J. Meindl(eds).” in Implicit leader ship theories: essays and exploration, Greenwich, information age publishing.
[68] Eden, D. (1990). “Pygmalion in management, Lexington: Lexington books.
[69] Epitropaki, S., Martin, O., Tram-quon, T. S. and Topakas, A. (2013). “Implicit leadership and followership theories.In the wild: taking stock of information processing approaches to leadership and followership in organizational settings.” Leadership quarterly, vol. 24, pp. 858-881.
[70] Goldsmith, R. (1999). “The personalized marketplace: beyond the 4ps.” Marketing Intelligence and planning, vol. 7, no. 5, pp. 178-185.
[71] Harris, K. and Kacmar, M. (2006). “Too much of a good thing: the curvilinear effect of leader-member exchange on stress.” the journal of social psychology, vol. 1, no. 146, pp. 65-84.
[72] Hersey, P. and Blanchard, H. K. (1977). “Management of organizational behaviour.” Englewood cliffs: prentice hall.
[73] Heskett, J. L. and Schlesinger, L. (1994). “Putting the service-profit chain to work.” Harvard Business Review, vol. 3, no. 4, p. 164.
[74] Kassem, M. S. and Mourism , M. A. (1971). “Managerial effectiveness.” the academy of management journal, vol. 14, no. 3. pp. 381-388
[75] Keiningham, T. L., Munn, P. T. and Evans, H. (2003). “The impact of customer satisfaction on share-of-wallet in a business-to-business environment.” Journal of Service Research, vol. 1, no. 6, pp. 37-50.
[76] Liden, K. J. and House, R. J. (1995). “On fire: charismatic leadership and levels of analysis.” the leadership Quarterly, vol. 2, no. 6, pp. 183-198.
[77] Moorhead, G. and griffin, R. w. (2001). “Organizational behaviour: managing people and organization.” new York: Houghton Mifflin.
[78] Nelson, D. and Quick, J. c. (1997). “Organizational behavior.” New York: west publishing company, second edition.
[79] Parasuraman, A., Zeithmal, V. and Berry, L.(1985). “A Conceptual model of service quality and its implications for future research.” Journal of Marketing, no. 49, pp. 41-50.
[80] Reddin, W. J.(1970). “Managerial effectiveness, New York: McGraw-hill.
[81] Rosch, E.,(1978). “Principles of categorization. in E Rosch & B. Lioyd(EDS).” in cognition and categorization, Hillsdale, Erlbaum.
[82] Stoner, J. and freeman, E.(1992). “Management.” London: prentice-hall.
[83] Sy, T.,(2010). “What do you think of followers? Examining the constant, Structure and consequences of implicit followership theories.” Organizational behaviour and human decision processes, no. 113, pp. 73-84. Zeithaml, V. A. and Bitner, M. J.(2000). “Services marketing: Integrating customer focus across the firm.” New York: McGraw-Hill.
[84] روستا، ا., ابراهيمي، ع. و د. ونوس,1384، بازاريابي, تهران: انتشارات سمت.
[85] کريتيز، ر. و کينيکي، آ.,1386، مديريت رفتار سازماني، ترجمه دکتر علي اکبر فرهنگي و حسين صفرزاده, تهران: پيام پويا، چاپ دوم.
- صفحات : 36-57
-
دانلود فایل
( 930.57 KB )