臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：人格特質在網路消費者抱怨行為及服務補救期望上所扮演之角色
作者：張巧真 引用關係
作者(外文)：Chiao-Chen Chang
校院名稱：國立交通大學
系所名稱：管理科學系所
指導教授：黃仁宏
學位類別：博士
出版日期：2008
主題關鍵詞：A型人格；內外控；服務疏失；抱怨行為；服務補救；Type A Behavior Pattern；Locus of Control；e-Service Failure；Consumer Complaint Behavior；Service Recovery
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:36
過去許多研究多半在探討一般實體商店的消費者抱怨行為及服務補救之議題，顯少有學者針對網路服務疏失對消費者抱怨行為及其服務補望期望的影響作進一步的探討。本研究以網路服務疏失為背景，針對消費者個人的人格特質是否會對抱怨行為及服務補救期望造成調節效果加以探討。研究問卷發放320份於曾使用網路購物的消費者，詢問填答者對網路服務疏失發生時，其抱怨行為的可能反應，及對業者所做的服務補救之看法。由ANOVA分析指出，在程序型的服務疏失發生時，A型且為外控人格的消費者較易有主動向業者抱怨的行為產生，並且會期待業者給予心理上的服務補救方法來降低其不滿意的程度；另一方面，在結果型的服務疏失發生時，A型且為外控人格的消費者則傾向於從事積極性抱怨行為，並且希望業者能運用實質補償的服務補救方法來挽回消費者。此外，根據研究結果提出理論上及實務上之建議。
Although service failure and recovery issues have received considerable attention in the literature, these topics have received only limited attention in the context of online retailing. This study investigates the relationship between type of service failures in online environment and their effect on consumer complaint behaviors and service recovery expectations. In addition, we explore the impact of personality factors — in terms of Type A behavior patterns and external locus of control — on the relationships between e-service failures with consumer complaint behaviors and service recovery expectations. Data were collected by using a questionnaire from 320 respondents. Results of ANOVA analysis show that e-service process failures are more likely than e-service outcome failures to lead to voice responses of consumer complaint behaviors. For e-service process failures, consumers with Type A/External locus of control are more inclined to voice their dissatisfaction and more likely to expect an apology than are other types of consumers. For e-service outcome failures, they are more prone to present private responses and third-party responses than to voice their dissatisfaction and more likely to ask for a monetary service recovery than for a psychological service recovery. Practical and research implications are offered.
Bagozzi, R. P. (1975), “Marketing as Exchange,” Journal of Marketing, 39 (4), 32-39.
Baron, R. A. and Byrne, D. (1994), Social Psychology: Understanding Human Interaction (7th ed.), Boston, MA: Allyn & Bacon.
Barnett, T. and Lanier, P. A. (1995), “Comparison of Alternative Response Formats for an Abbreviated Version of Rotter’s Locus of Control Scale,” Psychological Reports, 77, 259-264.
Bearden, W. O. and Crockett, M. (1981), “Self-monitoring, Norms, and Attitudes as Influences on Consumer Complaining,” Journal of Business Research, 9 (3), 255-266.
Bearden, W. and Teel, J. E. (1983), “Selected Determinants of Consumer Satisfaction and Complaint Reports,” Journal of Marketing Research, 20 (1), 21-28.
Bennett, R. (1997), “Anger, Catharisis, and Purchasing Behavior Following Aggressive Customer Complaints,” Journal of Consumer Marketing, 14 (2), 156-172.
Berman, M., Gladue, B., and Taylor, S. (1993), “The Effects of Hormones, Type A Behavior Pattern and Provocation on Aggression in Men,” Motivation and Emotion, 17, 125-138.
Best, A. and Andreasen, R. (1977), “Consumer Responses to Unsatisfactory Purchases: A Survey of Perceived Defects, Voicing Complaints, and Obtaining Redress,” Law and Society Review, 11 (4), 701-742.
Bitner, M. J., Booms, B. H., and Tetreault, M. S. (1990), “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing, 54 (1), 71-84.
Bitner, M. J., Brown, S. W., and Meuter, M. L. (2000), “Technology Infusion in Service Encounters,” Journal of the Academic of Marketing Science, 28 (1), 138-149.
Blodgett, J. G., Granbois, D. H., and Walters, R. G. (1993), “The Effects of Perceived Justice on Complainants’ Negative Word-of-Mouth Behavior and Repatronage Intention,” Journal of Retailing, 69 (4), 399-428.
Blodgett, J.G., Hill, D.J., and Tax, S.S. (1997), “The Effects of Distributive, Procedural and Interactional Justice on Postcomplaint Behavior,” Journal of Retailing, 73 (2), 185-210.
Bodey, K. and Grace, D. (2006), “Segmenting Service ‘Complainers’ and ‘Non-complainters’ on the Basis of Consumer Characteristics,” Journal of Services Marketing, 20 (3), 178-187.
Bodey, K. and Grace, D. (2007), “Contrasting ‘Complainers’ with ‘Non-complainers’ on Attitude toward Complaining, Propensity to Complain, and Key Personality Characteristics: A Nomological Look,” Psychology & Marketing, 24 (7), 579-594.
Boshoff, C. (1999), “RECVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery,” Journal of Service Research, 1 (3), 236-249.
Busseri, M. A., Lefcourt, H. M., and Kerton, R. R. (1998), “Locus of Control for Consumer Outcomes: Predicting Consumer Behavior,” Journal of Applied Social Psychology, 28 (12), 1067-1087.
Carlisle-Frank, P. (1991), “Examining Personal Control Beliefs as a Mediating Variable in the Health-damaging Behavior of Substance Use: An Alternative Approach,” The Journal of Psychology, 125 (4), 381-397.
Colgate, M. and Melissa, N. (2001), “Developing a Comprehensive Picture of Service Failure,” International Journal of Service Industry Management, 12 (3), 215-235.
Crie, D. (2003), “Consumers’ Complaint Behavior. Taxonomy, Typology and Determinants: Towards a Unified Ontology,” Journal of Database Marketing and Customer Strategy Management, 11 (1), 60-66.
Day, R. L. (1977), “Extending the Concept of Consumer Satisfaction,” Advances in Consumer Research, 4, 149-154.
Day, R. L. (1984), “Modeling Choices among Alternative Responses to Dissatisfaction,” in Thomas C. Kinnear, ed., Advances in Consumer Research, 11, 496-499.
Day, R. L., Grabicke, K. S., Thomas, S., and Stanbach, F. (1981), “The Hidden Agenda of Consumer Complaining,” Journal of Retailing, 57 (3), 86-106.
Fornell, C. M., Nicholas, M. D., and Wernerfelt, B. (1987), “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis,” Journal of Marketing Research, 24 (4), 337-346.
Friedman, M. H. and Rosenman, R. H.(1974), Type A Behavior and Your Heart, New York: Knopf.
Goetzinger, L., Park, J. K., and Widdows, R. (2006), “E-customers’ Third Party Complaining and Complimenting Behavior,” International Journal of Service Industry Management, 17 (2), 193-206.
Goodwin, C. and Ross, I. (1992), “Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions,” Journal of Business Research, 25 (2), 149-163.
Gotlieb, J., Levy, M., Grewal, D., and Lindsey-Mullikin, J. (2004), “An Examination of Moderators of the Effects of Customers’ Evaluation of Employee Courtesy on Attitude toward the Service Firm,” Journal of Applied Social Psychology, 34 (4), 825-847.
Gronhaug, K. and Zaltman, G. (1981), “Complainers and Non-complainers Revisited: Another Look at the Data,” Advances in Consumer Research, 8, Kent Monroe, ed., 83-87.
Gronroos, C. (1988), “Service Quality: The Six Criteria of Good Perceived Service Quality,” Review of Business, 9, 10-13.
Harris, K. E., Grewal, D., Mohr, L. A., and Bernhardt, K. L. (2006), “Online Service Failure, Consumer Attributions and Expectations,” Journal of Services Marketing, 20 (7), 453-458.
Hart, C. W., Heskett, J. L., and Sasser, Jr. W. E. (1990), “The Profitable Art of Service Recovery,” Harvard Business Review, 68 (July/August), 148-156.
Hoffman, K. D., Kelley, S. W., and Rotalsky, H. M. (1995), “Tracking Service Failures and Employee Recovery,” Journal of Services Marketing, 9 (2), 49-61.
Hoffman, K. D. and Kelley, S. W. (1996), Guidelines for Developing Retail Recovery Strategies, in Developments in Marketing Sciences, Elizabeth J. Wilson and Joseph F. Hair, Jr., eds. Phoenix AZ: Academy of Marketing Science, 123.
Holloway, B. B. and Beatty, S. E. (2003), “Service Failure in Online Retailing: A Recovery Opportunity,” Journal of Service Research, 6 (1), 92-105.
Hui, M. K. M. and Au, K. Y. F. (2001), “Justice Perceptions of Complaint-handling: A Cross-Cultural Comparison between PRC and Canadian customers,” Journal of Business Research, 52 (2), 161-173.
Jayasimha, K. R., Nargundkar, R., and Murugaiah, V. (2007), “Consequences of Service Failure: A survey of Literature,” Vitakshan, XIMB Journal of Management, 4 (1), 175-188.
Jex, S. M., Adams, G. A., Elacqua, T. C., and Bachrach, D. G. (2002), “Type A as a Moderator of Stressors and Job Complexity: A Comparison of Achievement Strivings and Impatience-Irritability,” Journal of Applied Social Psychology, 32 (5), 977-996.
Keaveney, S. M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study,” Journal of Marketing, 59 (2), 71-89.
Kelley, S. W. and Davis, M. A. (1994), “Antecedents to Customer Expectations for Service Recovery,” Journal of the Academy of Marketing Science, 22 (1), 52-61.
Kelley, S. W., Hoffman, K. D., and Davis, M. A. (1993), “A Typology of Retail Failures and Recoveries,” Journal of Retailing, 69 (4), 429-452.
Keltikangas-Jarvinen, L, and Jokinen, J. (1989), “Type A Behavior, Coping Mechanisms and Emotions Related to Somatic Risk Factors of Coronary Heart Disease in Adolescents,” Journal of Psychosomatic Research, 33, 17-27.
Keng, K. A., Richmond, D., and Han, S. (1995), “Determinants of Consumer Complaint Behavior: A Study of Singapore Consumers,” Journal of International Consumer Marketing, 8 (2), 59-69.
Kirkcaldy, B. D., Cooper, C. L., Furnham, A., and Brown, J. (1993), “Personality, Job Satisfaction and Well being among Senior Public-Sector (Police) Managers, European Review of Applied Psychology, 43 (3), 241-248.
Kirkcaldy, B. D., Furnham, A., and Cooper, C. L. (1994), “Police Personality, Job Satisfaction and Health,” Studia Psychologica, 36 (1), 55-63.
Kirkcaldy, B. D., Cooper, C. L., and Furnham, A. (1999), “The Relationship between Type A, Internality-Externality, Emotional Distress and Perceived Health,” Personality and Individual Differences, 26 (2), 223-235.
Kirkcaldy, B. D., Shephard, R. J., and Furnham, A. (2002), “The Influence of Type A Behavior and Locus of Control upon Job Satisfaction and Occupational Health,” Personality and Individual Differences, 33 (8), 1361-1371.
Krapfel, R. (1985), “A Consumer Complaint Strategy Model: Antecedents and Outcomes,” Advances in Consumer Research, 12, 346-350.
Lewis, B., R. and McCann, P. (2004), “Service Failure and Recovery: Evidence from the Hotel Industry,” International Journal of Contemporary Hospitality Management, 16 (1), 6-17.
Levesque, T. J. and McDougall, G. H. G. (2000), “Service Problems and Recovery Strategies: An Experiment,” Canadian Journal of Administrative Sciences, 17 (1), 20-37.
Mattila, A. S. (2001), “The Effectiveness of Service Recovery in a Multi-Industry Setting,” The Journal of Services Marketing, 15 (7), 583-596.
Maxham III, J. G. and Netemeyer, R. G. (2002), “A Longitudinal Study of Complaining Cusomters’ Evaluations of Multiple Service Failures and Recovery Effort,” Journal of Marketing, 66 (4), 57-71.
McCollough, M. A., Berry, L. L., and Yadav, M. S. (2000), “An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery,” Journal of Service Research, 3 (2), 121-137.
Mohr, L. A. and Bitner, M. J. (1995), “The Role of Employee Effort in Satisfaction with Service Transactions,” Journal of Business Research, 32 (3), 239-252.
Nakano, K., Mochizuki, K., and Sato, M. (1996), “Self-Control and the Type A Behavior Pattern,” Journal of Behavior Therapy and Experimental Psychiatry, 27 (2), 169-174.
Nay, R. E. and Wagner, M. K. (1990), “Behavioral and Psychological Correlates of Type A Behavior in Children and Adolescents: An Overview,” Psychology and Health, 4, 147-157.
Novak, K. and Sassenrath, J. (1980), “Coronary-Prone Behavior, Locus of Control and Anxiety,” Psychological Reports, 47, 359-369.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (4), 41-50.
Phau, I. and Sari, R. P. (2004), “Engaging in Complaint Behavior: An Indonesian Perspective,” Marketing Intelligence & Planning, 22 (4), 407-426.
Richins, M. L. (1983), “An Analysis of Consumer Interaction Styles in the Marketplace,” Journal of Consumer Research, 10 (1), 73-82.
Rinehart, S. M. (1998), Locus of control and the service encounter: The impact of individual differences on perceptions of service quality, customer satisfaction and consumer complaint behavior, Ph.D Dissertation, University of Oklahoma.
Robins, S. P. (1983), Organizational Behavior, Englewood Cliffs, NJ: Prentice-Hall.
Roos, I. (1999), “Switching Processes in Customer Relationships,” Journal of Service Research, 2 (1), 68-85.
Rotter, J. B. (1954), Social Learning & Clinical Psychology, Englewood Cliffs, NJ: Prentice-Hall.
Rotter, J. B. (1966), “Generalized Expectancies for Internal versus External Control of Reinforcement,” Psychological Monographs, 33 (1), 300-303.
Schweikhart, S. B, Strasser, S., and Kennedy, M. R. (1993), “Service Recovery in Health Services Organizations,” Hospital and Health Administration, 38 (1), 3-21.
Shankar, V., Smith, A. K., and Rangaswamy, A. (2003), “Customer Satisfaction and Loyalty in Online and Offline Environments,” International Journal of Research in Marketing, 20 (2), 153-175.
Shim, S., Eastlick, M. A., Lotz, S. L., and Warrington, P. (2001), “An Online Repurchase Intentions Model: The Role of Intention to Search,” Journal of Retailing, 77 (3), 397-416.
Singh, J. (1988), “Consumer Complaints’ Decisions to Seek Third Party Redress: An Empirical Study of Dissatisfied Patients,” Journal of Consumer Affairs, 23 (2), 329-363.
Singh, J. (1990), “A Typology of Consumer Dissatisfaction Response Styles,” Journal of Retailing, 66 (1), 57-99.
Singh, J. and Howell, T. D. (1985), “Consumer Complaining Behavior: A Review and Prospectus,” in H. Keith Hunt and Ralph L. Day, eds., Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 41-49.
Singh, J. and Wilkes, R. E. (1996), “When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates,” Journal of the Academy of Marketing Science, 24 (4), 350-365.
Smith, A. K. and Bolton, R. N. (1998), “An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounter: Paradox or Peril?” Journal of Service Research, 1 (1), 65-81.
Smith, A. K., Bolton, R. N., and Wagner, J. (1999), “A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery,” Journal of Marketing Research, 36 (3), 356-372.
Spreng, R. A., Harrell, G. D., and Mackoy, R. D. (1995), “Service Recovery: Impact on Satisfaction and Intentions,” Journal of Services Marketing, 9 (1), 15-23.
Sun, T., Youn, S., Wu, G., and Kuntaraporn, M. (2006), “Online Word-of-Mouth (or Mouse): An Exploration of Its Antecedents and Consequences,” Journal of Computer-Mediated Communication, 11 (4), article 11, available at http://jcmc.indiana.edu/vol11/issue4/sun.html.
Sundaram, D.S., Jurowski, C., and Webster, C. (1997), “Service Failure Recovery Efforts in Restaurant Dining: The Role of Criticality of Service Consumption,” Hospitality Research Journal, 20 (3), 137-149.
Teng, C. I. T., Huang, K. W., and Tsai, I. L. (2007), “Effects of Personality on Service Quality in Business Transactions,” The Service Industries Journal, 27 (7), 849-863.
Tuli, K. R., Kohli, A. K., and Bharadwaj, S. G. (2007), “Rethinking Customer Solutions: From Product Bundles to Relational Processes,” Journal of Marketing, 71 (3), 1-17.
Yi, Y. and Lee, J. (2005), “An Empirical Study on the Customer Responses to Service Recovery in the Context of Service Failure,” Seoul Journal of Business, 11, 1-17.
Walster, E., Berscheid, E., and Walster, W. (1978), Equity Theory & Research, Boston, MA, Allyn & Bacon.
Zeithaml, V. A., Berry, L. L., and Parasuraman, A. (1993), “The Nature and Determinants of Customer Expectations of Service,” Journal of the Academy of Marketing Science, 21 (1), 1-12.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：599（臺灣：595，外國：4） ／ 本年度總使用人次：2219088 ／ 訪客人次（自102年09月）：68015924
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上