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題名:服務接觸與關係利益的研究--以顧客關係傾向與科技傾向為干擾作用
書刊名:服務業管理評論
作者:方世榮 引用關係許秋萍 引用關係
作者(外文):Fang, Shi-rongSyu, Ciu-ping
出版日期:2005
卷期:1:1
頁次:頁39-69
主題關鍵詞:服務接觸關係利益關係傾向科技傾向科技準備度科技焦盧度Service encounterRelationship benefitRelationship pronenessTechnology pronenessTechnology readinessTechnology anxiety
原始連結:連回原系統網址new window
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  • 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:62
期刊論文
1.Bettencourt, Lance A.、Gwinner, Kevin(1996)。Customization of the Service Experience: The Role of the Frontline Employee。International Journal of Service Industry Management,7(2),3-20。  new window
2.Stanley, S. M.、Markman, H. J.(1992)。Assessing Commitment in Personal Relationships。Journal of Marriage and the Family,54(3),595-608。  new window
3.Patterson, Paul G.、Smith, Tasman(2001)。Relationship Benefits in Service Industries: A Replication in a Southeast Asian Context。The Journal of Services Marketing,15(6),425-443。  new window
4.Van Dolen, Willemijn M.、De Ruyter, Ko、Lemmink, Jos(2004)。An Empirical Assessment of the Influence of Customer Emotions and Contact Employee Performance on Encounter and Relationship Satisfaction。Journal of Business Research,57(4),437-444。  new window
5.Zeithaml, Valarie A.、Parasuraman, A.、Malhotra, Arvind(2002)。Service quality delivery through web site: A critical review of extant knowledge。Journal of the Academy of Marketing Science,30(4),362-375。  new window
6.Burke, Raymond R.(2002)。Technology and the customer interface: what consumers want in the physical and virtual store。Journal of the Academy of Marketing Science,30(4),411-432。  new window
7.Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between providers and users of marketing research: The dynamics of trust within and between organizations。Journal of Marketing Research,29(3),314-329。  new window
8.Parasuraman, A.(2000)。Technology Readiness Index (TRI), A Multiple-Item Scale to Measure Readiness to Embrace New Technology。Journal of Service Research,2(4),307-320。  new window
9.Gronroos, Christian(1997)。Value-driven Relationship Marketing: from Production to Resources and Competencies。Journal of Marketing Management,13,407-419。  new window
10.Fisher, Lawrence M.(1998)。Here Comes Front-Office Automation。Strategy & Business,13(4),53-65。  new window
11.Dabholkar, Pratibha A.(1996)。Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality。International Journal of Research in Marketing,13(1),29-51。  new window
12.Zeithaml, Valarie A.、Gilly, M. C.(1987)。Characteristics affecting the acceptance of retailing technologies: comparison of elderly and nonelderly consumers。Journal of Retailing,63(1),49-68。  new window
13.Sujan, H.、Sujan, M.、Bettman, J. R.(1998)。Knowledge structure differences between more effective and less effective salespeople。Journal of Marketing,25,81-86。  new window
14.Prendergast, Gerard P.、Marr, Morman E.(1994)。Disenchantment Discontinuance in the Diffusion of Technologies in the Service Industry: A Case Study in Retail Banking。Journal of International Consumer Marketing,7(2),25-40。  new window
15.Price, Linda L.、Amould, Eric J.(1999)。Commercial Friendships: Service Provider-Cleint Relationships in Context。Journal of Marketing,64(4),38-56。  new window
16.De Wulf, Kristof、Odekerken-Schroder, Gaby、Iacobucci, Dawn(2001)。Investment in Consumer Relationships: A Cross-Country and Cross-Industry Exploration。Journal of Marketing,65(4),33-50。  new window
17.Cowles, Deborah、Crosby, Lawrence A.(1990)。Consumer Acceptance of Interactive Media in Service Marketing Encounters。The Service Industries Journal,10(3),521-540。  new window
18.Walker, Rhett H.、Craig-Lees, Margaret、Hecker, Robert、Francis, Heather(2002)。Technology-enabled service delivery: An investigation of reasons affecting customer adoption and rejection。International Journal of Service Industry Management,13(1),91-106。  new window
19.Snellman, K.、Vihtkari, T.(2003)。Customer complaining behaviour in technology-based service encounters。International Journal of Service Industry Management,14(2),217-231。  new window
20.Scott, C. R.、Rcokwell, S. C.(1997)。The Effect of Communication, Writing and Technologies。Communication Education,46,44-62。  new window
21.Perry, Chad、Cavaye, Angele、Coote, Len(2002)。Technical and social bonds within business-to-business relationships。Journal of Business & Industrial Marketing,17(1),75-88。  new window
22.Odekerken-Schröder, G.、De Wulf, Kristof、Schumacher, Patrick(2003)。Strengthening outcomes of retailer-consumer relationships: The dual impact of relationship marketing tactics and consumer personality。Journal of Business Research,56(3),177-190。  new window
23.Mulligan, Paul、Gordon, Steven R.(2002)。The impact of information technology on customer and supplier relationships in the financial services。International Journal of Service Industry Management,13(1),29-46。  new window
24.Meuter, Matthew L.、Ostrom, Amy L.、Bitner, Mary Jo、Roundtree, Robert I.(2003)。The Influence of Technology Anxiety on Consumer Use and Experiences with Self-service Technologies。Journal of Business Research,56(11),899-906。  new window
25.Heinssen, Robert K. Jr.、Glass, Carol R.、Knight, Luanne A.(1987)。Assessing computer anxiety: development and validation of the computer anxiety rating scale。Computers in Human behavior,3(1),49-59。  new window
26.Forman, A. M.、Sriram, V.(1991)。The depersonalization of retailing: Its impact on the "lonely" consumer。Journal of Retailing,67(2),226-243。  new window
27.Reynolds, Kristy E.、Beatty, Sharon E.(1999)。Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing。Journal of Retailing,75(1),11-32。  new window
28.Christy, Richard、Oliver, Gordon、Penn, Joe(1996)。Relationship Marketing in Consumer Markets。Journal of Marketing Management,12(1-3),175-187。  new window
29.Bendapudi, Neeli、Berry, Leonard L.(1997)。Customers' Motivations for Maintaining Relationships With Service Providers。Journal of Retailing,73(1),15-37。  new window
30.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
31.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
32.Beatty, S. E.、Mayer, M. L.、Coleman, J. E.、Reynolds, K. E.、Lee, J.(1996)。Customer-sales associate retail relationships。Journal of Retailing,72(3),223-247。  new window
33.Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science,26(2),101-114。  new window
34.Dabholkar, Pratibba A.、Bagozzi, Richard P.(2002)。An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors。Journal of the Academy of Marketing Science,30(3),184-201。  new window
35.Meuter, Matthew L.、Ostrom, Amy L.、Roundtree, Robert I.、Bitner, Mary J.(2000)。Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters。Journal of Marketing,64(3),50-64。  new window
36.Mick, David Glen、Fournier, Susan(1998)。Paradoxes of technology: consumer cognizance, emotions, and coping strategies。Journal of Consumer Research,25(2),123-143。  new window
37.Zhu, Faye X.、Wymer, Walter Jr.、Chen, Injazz(2002)。IT-based Services and Service Quality in Consumer Banking。International Journal of Service Industry Management,13(1),69-90。  new window
38.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。  new window
39.Bloemer, Josée、Odekerken-Schröder, Gaby(2002)。Store satisfaction and store loyalty explained by customer and store-related factors。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,15(1),68-80。  new window
40.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。  new window
41.Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science,28(1),138-149。  new window
42.Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing,51(2),86-96。  new window
43.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research,4(3),230-247。  new window
44.Gremler, Dwayne D.、Gwinner, Kevin P.(2000)。Customer-employee rapport in service relationships。Journal of Service Research,3(1),82-104。  new window
45.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
46.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
圖書
1.Lovelock, Christopher H.(1996)。Service Marketing。Englewood Cliffs, NJ:Prentice-Hall。  new window
2.Bames, James G.、Dunne, Peter A.、Glynn, William J.、李茂興、戴靖惠、吳偉慈(2001)。自助式服務科技:對顧客關係產生難以預料的影響力。弘智書局。  延伸查詢new window
圖書論文
1.Quinn, James Brian(1996)。The Productivity Paradox Is False: Information Technology Improves Service Performance。Advances in Services Marketing and Management。Greenwich, CT:JAI。  new window
 
 
 
 
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