| 期刊論文1. | 陳志遠、藍政偉(20001200)。消費者抱怨行為、抱怨處理方式及其抱怨處理後行為之研究。企業管理學報,48,139-172。 延伸查詢![new window](/gs32/images/newin.png) | 2. | 謝耀龍(19991200)。網際網路對壽險業行銷策略之影響。壽險季刊,114,23-41。 延伸查詢![new window](/gs32/images/newin.png) | 3. | Zemke, Ron、Bell, Chip(199006)。Service Recovery: Doing It Right the Second Time。Training,27(6),42-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | 謝耀龍(20030900)。顧客關係管理與壽險行銷。保險實務與制度,2(2),117-145。 延伸查詢![new window](/gs32/images/newin.png) | 5. | Bearden, Frank C.(1998)。The story of a replacement。Life Association News,93(11),52-53。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Bell, Allison(1996)。Insurers Continue To Ignore 'Orphan' Policyholders。National Underwriter (Life and Health/financial Services Ed.),20。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Bradshaw, David、Brash, Colin(2001)。Managing customer relationship in the e-business world: how to personalise computer relationships for increased profitability。International Journal of Retail and Distribution Management,29(12),520-529。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Crews, Chip、Halperin, Larry(2003)。How to create successful agency succession planning。National Underwriter (Life and Health/Financial Services Ed,107(6),14。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Higgins, Barry(2001)。Pru program lets agents earn ownership in their book of business。National Underwriter (Life and Health/Financial Services Ed.),105(35),39。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Members of the CPCU Society's Central Illinois Chapter(1999)。Shopping for Value: Insurance Distribution in the Information Age。CPCU Journal,140-152。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Prince, Russ Alan(19980223)。Agents look to capitalize practices。National Underwriter (Life and Health/Financial Services Ed.),102(8),25-26。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Purushotham, Marianne C.(2002)。Individual Life Persistency Measures。LIMRA's Market Facts,Winter,71-73。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Razza, Joseph C. Jr.(1985)。New York Life's Successor Agent Program。Life Association News,80(7),21-22。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Siefe, Mike(2001)。The battle over clients is raging as the career system fades。National Underwriter (Life and Health/Financial Services Ed.),105(5),7-8。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Stalley, Donna B.(199411)。Once an orphan, always an orphan?。LIMRA's marketFacts,13(6),20-27。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Stein, Larry(1995)。When a death claim comes knocking, are we ready?。Life Association News,90(9),142-143。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Trencher, Mark L.(199911)。Life distribution shifts: Decision time for financial service providers。Journal of Financial Service Professionals,53(6),76-85。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Wecker, Richard A.(200211)。Recruit and retain。Journal of Financial Service Professionals,56(6),59-68。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Yoder, Eric(1998)。Lost between 2 agents。Life Association News,93(10),56-62。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | Levesque, T. J.、McDougall, G. H. G.(2000)。Service problems and recovery strategies: an experiment。Canadian Journal of Administrative Sciences,17(1),20-37。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Tax, S. S.、Brown, S. W.(1998)。Recovering and Learning from Service Failures。Sloan Management Review,40(1),75-88。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1991)。Understanding Customer Expectation of Service。Sloan Management Review,32(3),39-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 23. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 24. | Gilly, M. C.(1987)。Post Complaint Processes: From Organizational Response to Repurchase Behavior。Journal of Consumer Affair,21(2),293-313。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 25. | 鄭紹成(20020700)。服務補救滿意構面之探索性研究。管理評論,21(3),49-68。 延伸查詢![new window](/gs32/images/newin.png) | 26. | Swanson, S. R.、Kelley, S. W.(2001)。Attributions and outcomes of the service recovery process。Journal of Marketing Theory and Practice,9(4),50-65。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 27. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 28. | Lewis, Barbara R.、Spyrakopoulos, Sotiris(2001)。Service failures and recovery in retail banking: the customers' perspective。International Journal of Bank Marketing,19(1),37-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 29. | Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing,69(4),429-452。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 30. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 31. | Dasu, S.、Rao, J.(1999)。Nature and Determinants of Customer Expectations of Service Recovery in Health Care。Quality Management in Health Care,7(4),32-50。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 學位論文1. | 吳錦棉(2002)。國內醫療服務缺失及服務補救現況之探討--以桃園縣區域醫院為例(碩士論文)。元智大學,桃園。 延伸查詢![new window](/gs32/images/newin.png) | 2. | 陳志誠(1997)。服務缺失,補救措施與顧客滿意之研究--以台北市百貨公司為例(碩士論文)。國立交通大學。 延伸查詢![new window](/gs32/images/newin.png) | 3. | 葉詩旻(2004)。壽險業保險孤兒服務修復策略之研究(碩士論文)。國立政治大學。 延伸查詢![new window](/gs32/images/newin.png) | 4. | 韓維中(2001)。服務缺失、顧客歸因與補救回復之滿意度模式(碩士論文)。國立臺灣大學。 延伸查詢![new window](/gs32/images/newin.png) | 圖書1. | Ingrisano, J.、Clu, R.、Ingrisano, C. M.、陳彩稚(1999)。保險字典。台北:廣場文化。 延伸查詢![new window](/gs32/images/newin.png) | 2. | Baron, Steve、Harris, Kim(1995)。Service Marketing Text and Cases。London:MACMILLAN。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Brown, Jane Lightcap.(1996)。Insurance Administration。Georgia, Atlanta:LOMA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Drzewiecki, Kelly(2001)。Conservation Methods and Procedures: Life Insurance。Hartford:LIMRA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | McCarthy, Tracy(1998)。Persistency and Replacement: A Company Practice Survey for Chile。Hartford:LIMRA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Mitchel, James O.(2000)。Orphan Policyholder Management: Company Practices and Viewpoints。Hartford:LIMRA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Mitchel, James O.、Selby, Mary-Beth(2001)。Orphan Policyholder Management: CASE STUDIES。Hartford:LIMRA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Stally, Donna B.、Van Gorder, Phyllis M.(1994)。Orphan Policyholder Service Compensation。Hartford:LIMRA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | 謝耀龍(199802)。壽險行銷。臺北:華泰。 延伸查詢![new window](/gs32/images/newin.png) | 10. | Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York:The Free Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Lovelock, C.、Vandermerwe, S.、Lewis, B.(1999)。Service marketing: A European perspective。New York。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Allen, S. B.、Goodwin, G. W.、Herrod, J. W.,(1997)。Life and Health Insurance Marketing。Georgia, Atlanta:LOMA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 其他1. | 孫中英(20000604)。孤兒保單別急著解約避免領回縮水解約金,宜先向保險公司尋求服務及協助。 延伸查詢![new window](/gs32/images/newin.png) | 2. | 葉慧心(20000601)。保單變孤兒別急著解約宜先詢問後續服務審慎比較得失再採取措施。 延伸查詢![new window](/gs32/images/newin.png) | 圖書論文1. | Huggins, Kenneth、Land, Robert D.(1997)。Glossary。Operations of Life and Health Insurance Companies。Georgia, Atlanta:LOMA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |