零售商兩個重要的 結果 - 顧客 滿意度與 忠誠度
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MA1D0105MA1D0206
1.Zentes(2008)""
Ailawadi & Keller(2004)
Ekinci & Dawes(2009)
Vazquez-Carrasco & Foxall(2006)
2.2.1.Costa & McCrae(1998)""
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Aaker(1997)""
Aaker42(BPS)()()()
Azoulay & Kapferer(2003)""
Ferrandi & Valette-Florence(2002)""
Azoulay & Kapferer(2003)Aaker(1997)" Western "6
2.2.Freling & Forbes(2005)"Nordstrom"
Zentes(2008)"Aldi""Douglas"
Plummer(1984)
Wentzel(2009)()
Freling & Forbes(2005)"Gap"the Gap"Gap"
Merrilees & Miller(2001)
Gouteron(2006)Aaker()
2.3.
3.
H5H6H1H2H3H41.Proposed model.
3.1.Louis & Lombart(2010)Coca-Cola
Ekinci & Dawes""
3.2.
JacobyKyner1973
JacobyKyner
3.3.Zentes
H1H2H3H4H5H6
4.4.1.FnacPPR
Fnac
LSA2010Fnac
Fnac15
4.2.372Fnace-mail
16%25253454%354415%45549%556%
68%29%3%
57%26%14%3%
4.3.
Aaker (1997)(PBS)AmbroiseValette-Florence (2010)
FnacOliver
SpearsSingh (2004)Zeithaml(1996)Fnac
5.5.1.PLS
Fornell Larcker(AVE)
(AVE)
0.50(P
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