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題名：會計專業服務補救、顧客滿意反應及行為意向關係研究
書刊名：長榮大學學報
作者：鄭再福／王瑞生
作者(外文)：Cheng, Tzai-fu／Wang, Jui-sheng
出版日期：2004
卷期：8:1
頁次：頁73-90
主題關鍵詞：會計專業服務；服務補救；滿意反應；行為意向；Service recovery；Customer satisfaction response；Behavior intentions；Accounting professional service
原始連結：連回原系統網址new window
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  • 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)
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  • 共同引用共同引用:693
  • 點閱點閱:34
本文共分為兩部份，前半部透過相關文獻，來了解並回顧有關顧客服務補救、滿意反應及行為意向等變項涵意及關係。後半部則進行實證研究分析，以臺灣會計專業服務業為例，探討各變項間之因果關係。其研究結果顯示，顧客所知覺的服務補救品質構面為溝通、授權、回饋、補償、解釋及有形性等，而以授權效果最佳；且補救後對滿意反應及其行為意向均具有正向顯著的影響。但服務補救和滿意反應的交互作用對其顧客行為意向則沒有顯著影響，也就是以滿意反應為干擾變項時，服務補救對行為意向的影響沒有顯著不同。然顧客滿意反應的中介效果仍存在，而為服務補救與行為意向間的中介變項。
This study is divided into two parts. The first part investigates the meanings about service recovery、customer satisfaction response and behavior intention by using literature reviews. The second part uses the questionaire and survey to analyze the relationships among service recovery、customer satisfaction response and behavior intention in Taiwan accounting professional service industries . The results show that service recovery has significantly positive effects on customer satisfaction and behavior intentions. Customer satisfaction response plays an intermediate role in the relationship between service recovery and behavior intention. However, the interaction between service recovery and satisfaction response does not affect the behavior intention significantly. The influence of service recovery on the behavior intension does not change significantly due to the interference caused by satisfaction response.
期刊論文
1.鄭紹成(19990600)。服務失誤、服務補救、與購買意圖之研究。東吳經濟商學學報，25，61-92。new window  延伸查詢new window
2.Lee, M.、Ulgado, F. M.(1997)。Consumer Evaluations of Fast-food Services: Across-National Comparison。The Journal of Service Marketing，11(1)，39-52。  new window
3.Fomell, C. C.、Wemerfelt, B.(1987)。Defensive marketing strategy by customer complaint: A theoretical analysis。Journal of Marketing Research，124，337-346。  new window
4.Goodwin, B.、Ross, I.(1992)。Consumer responses to service failures: Influence of procedural and interactional fairness perception。Journal of Business Research，25，149-163。  new window
5.Gronroos, C.(1988)。The nature of customer satisfaction。Quality Progress，19，37-40。  new window
6.Iacobucci, D.、Ostrom, A.、Grayson, K.(1995)。Distinguishing service quality and quality and customer satisfaction: The voice of the consumer。Journal of Consumer Psychology，4(3)，273-303。  new window
7.Oliver, Richard L.(1993)。Cognitive, affective, and attribute based of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
8.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1993)。Building a new academic field: The case of service marketing。Journal of Retailing，49，41-50。  new window
9.Taylor, S. A.、Barker, T. L.(1994)。An assessment of the relationship between service quality and customer satisfaction in the formation of consumer's purchase intentions。Journal of Retailing，70(2)，163-178。  new window
10.Woodside, A. G.、Frey, L. L.、Daly, R. T.(1989)。Linking service quality, customer satisfaction, and behavioral intentions。Journal of Health Care Marketing，9(4)，5-17。  new window
11.Bon-Llusar, J. C.、Camisón-Zornoza, C.、Escrig-Tena, A. B.(2001)。Measuring the Relationship Between Firm Perceived Quality and Customer Satisfaction and Its Influence on Purchase Intentions。Total Quality Management，12(6)，719-734。  new window
12.Boshoff, Christo(1997)。An experimental study of service recovery option。International Journal of Service Industry Management，8(2)，110-130。  new window
13.Colon, D. E.、Murray, N. M.(1996)。Customer Perceptions of Corporate Responses to Product Complaints: The Role of Expectations。Academy of Management Journal，39(4)，1040-1056。  new window
14.Etzel, M. J.、Silverman, B. I.(1981)。A managerial perspective on directions for retail customer dissatisfaction research。Journal of Retailing，57(3)，124-136。  new window
15.Silvestro, R.、Fitzgerald, L.、Johnson, R.、Voss, C.(1992)。Towards a Classification of Service Processes。International Journal of Service Industry Management，3(3)，62-75。  new window
16.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
17.Tax, S. S.、Brown, S. W.(1998)。Recovering and Learning from Service Failures。Sloan Management Review，40(1)，75-88。  new window
18.Solomon, Michael R.、Surprenant, Carol、Czepiel, John A.、Gutman, Evelyn G.(1985)。A role theory perspective dyadic interactions: The service encounter。Journal of Marketing，49(4)，99-111。  new window
19.Gilly, M. C.(1987)。Post Complaint Processes: From Organizational Response to Repurchase Behavior。Journal of Consumer Affair，21(2)，293-313。  new window
20.Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review，67(4)，28-32。  new window
21.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
22.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
23.Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing，63(2)，70-87。  new window
24.Czepiel, John A.(1990)。Service Encounters and Service Relationships: Implications for Research。Journal of Business Research，20(1)，13-21。  new window
25.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
26.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
27.Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。  new window
28.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
29.Regan, William J.(1963)。The Service Revolution。Journal of Marketing，27(3)，57-62。  new window
30.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research，14(4)，495-507。  new window
31.Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing，12(1)，7-22。  new window
32.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。  new window
33.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
34.Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing，47(1)，68-78。  new window
35.Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review，71(2)，64-73。  new window
36.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
37.Berry, Leonard L.、Parasuraman, A.、Zeithaml, Valarie A.(1988)。The Service-Quality Puzzle。Business Horizons，31(5)，35-43。  new window
學位論文
1.關復勇(1998)。專業服務接觸互動行銷中關係品質知覺之研究--以護理人員與病患間關係爲例(博士論文)。國立中山大學，高雄市。new window  延伸查詢new window
2.謝作明(2001)。服務補救、服務價值、抱怨處理後滿意度與關係行銷之研究(碩士論文)。國立臺北科技大學。  延伸查詢new window
3.張瑞仁(1987)。專業性服務業行銷策略之研究：臺北市建築師業實例(碩士論文)。中原大學。  延伸查詢new window
4.鄭紹成(1997)。服務業服務失誤、挽回服務與顧客反應之研究(博士論文)。文化大學。new window  延伸查詢new window
5.賴其勛(1997)。消費者抱怨行為、抱怨後行為及其影響因素之研究(博士論文)。國立臺灣大學。new window  延伸查詢new window
圖書
1.Albrecht, K.、Zemke, R.(1989)。Service America。Irwin。  new window
2.Kotler, Philip、Bloom, Paul N.、Hayes, T. J.(1984)。Marketing professional services。Englewood Cliffs, NJ：Prentice-Hall。  new window
3.Heskett, James L.、Sasser, W. Earl、Hart, Christopher W. L.(1989)。Service breakthrough。New York：The Free Press。  new window
4.Zeithaml, Valarie A.、Binter, Mary Jo(1996)。Service Marketing。McGraw-Hill。  new window
5.Neter, J.、Kutner, M.、Nachtsheim, C. J.、Wasserman, W.(1996)。Applied Linear Statistical Models。Chicago, IL：Richard D. Irwin, Inc.。  new window
6.葛樹人(1996)。心理測驗學。臺北：桂冠圖書公司。  延伸查詢new window
7.黃俊英(1991)。多變量分析。臺北：中華經濟企業研究所。  延伸查詢new window
8.楊國樞、文崇一、吳聰賢、李亦園(1989)。社會及行為科學研究法。臺北市：東華出版社。new window  延伸查詢new window
9.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, B. J.(1992)。Multivariate Data Analysis。Macmillan。  new window
10.Aiken, Leona S.、West, Stephen G.、Reno, Raymond R.(1991)。Multiple regression: Testing and interpreting interactions。Sage。  new window
11.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Day, Ralph L.(1980)。Research Perspectives on Consumer Complaining Behavior。Theoretical Developments in Marketing。Chicago：American Marketing Association。  new window
2.Bitner, Mary Jo、Hubbert, Amy R.(1994)。Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice。Service Quality: New Directions in Theory and Practice。Thousand Oaks, CA：Sage。  new window
 
 
 
 
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