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題名:二次服務不滿意構面之研究:由服務補救不滿意事件探索
書刊名:中山管理評論
作者:鄭紹成
作者(外文):Cheng, Shao-cheng
出版日期:2002
卷期:10:3
頁次:頁397-419
主題關鍵詞:服務補救服務品質Service recoveryService quality
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(4) 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:2
  • 共同引用共同引用:0
  • 點閱點閱:31
期刊論文
1.Judd, R. C.(1964)。The Case for Redefining Services。The Journal of Marketing,28(1),58-59。  new window
2.Hoffman, D. K.、Kelley, S. W.、Rotalsky, H. M.(1995)。Tracking service failures and employee recovery effort。Journal of Services Marketing,9(2),49-61。  new window
3.Barksdale, H. C.、Darden, W. R.(1972)。Consumer Attitudes toward Marketing and Consumerism。Journal of Marketing,36,28-35。  new window
4.Fimstahl, T. W.(1989)。My employees are my service guarantee。Harvard Business Review,67(4),28-32。  new window
5.Rathmell, J. M.(1966)。What is Meant by Service?。Journal of Marketing,30(4),32-36。  new window
6.Parasuraman, A、Zeithaml, V. A.、Barry, L. L.(1993)。The nature and determinants of customer exceptions of Science。Journal of academy of marketing service,21(1),1-12。  new window
7.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review,32(3),39-48。  new window
8.Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research,24(4),337-346。  new window
9.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
10.LaBarbera, Priscilla A.、Mazursky, David(198311)。A Longitudinal Assessment of Customer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process。Journal of Marketing Research,20(4),393-404。  new window
11.Goodwin, Cathy、Ross, Ivan(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25(2),149-163。  new window
12.Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research,36(3),356-372。  new window
13.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business,9(3),10-14。  new window
14.Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science,22(1),52-61。  new window
15.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。  new window
16.Takeuchi, Hirotaka、Quelch, John A.(1983)。Quality Is More Than Making a Good Product。Harvard Business Review,61(4),139-145。  new window
17.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin,51(4),327-358。  new window
18.Berry, Leonard L.、Parasuraman, A.(1993)。Building a new academic field: The case of services marketing。Journal of Retailing,69(1),13-60。  new window
19.Bolton, Ruth N.、Drew, James H.(1991)。A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes。Journal of Marketing,55(1),1-9。  new window
20.Bagozzi, Richard P.(1975)。Marketing as Exchange。Journal of Marketing,39(4),32-39。  new window
21.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research。Journal of Marketing,58(1),111-124。  new window
22.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。  new window
23.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
24.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing,65(3),34-49。  new window
25.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。  new window
26.Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science,24(1),3-16。  new window
27.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。  new window
28.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research,1(3),236-249。  new window
29.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research,10(4),398-409。  new window
30.Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。  new window
31.Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing,69(4),429-452。  new window
32.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
33.Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing,47(1),68-78。  new window
34.Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing,9(1),15-23。  new window
35.Westbrook, Robert A.(1981)。Sources of Consumer Satisfaction with Retail Outlets。Journal of Retailing,57(3),68-85。  new window
36.Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing,69(1),61-103。  new window
37.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
研究報告
1.Gronroos, Christian(1983)。Strategic Management and Marketing in the Service Sector。Marketing Science Institute。  new window
學位論文
1.Goodman, R. J., Jr.(1979)。The Uses of Critical Incident Methodology applied to The Development of Waiter-Waitress Training Programs,0。  new window
2.Gronroos, C.(1979)。Marketing of Service: A study of the Marketing Function of Service Firms,Finland。  new window
圖書
1.郭靜晃、施貞仰(1994)。工業組織心理學。臺北:揚智書局。  延伸查詢new window
2.Monroe, K. B.、Krishnan, R.(1985)。The Effect of Price on Subjective Product Evaluation。Lexington, MA:Lexington books。  new window
3.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York:The Free Press。  new window
4.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston:Allyn and Bacon, Inc.。  new window
5.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service: Balancing Customer Perceptions and Expectations。New York:Simon and Schuster。  new window
6.Juran, J. M.、Gryan, F. M.、Brigham, R. S.(1974)。Quality control handbook。New York:McGraw-Hill Book CO.。  new window
7.Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York:New American Library。  new window
圖書論文
1.Day, Ralph L.、Landon, E. Laird Jr.(1977)。Toward a Theory of Consumer Complaining Behavior。Consumer and Industrial Buying Behavior。North-Holland。  new window
2.Day, Ralph L.(1980)。Research Perspectives on Consumer Complaining Behavior。Theoretical Developments in Marketing。Chicago:American Marketing Association。  new window
 
 
 
 
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