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題名:服務補救影響民眾認知警察服務價值、滿意度與關係行銷之實證研究--以高雄港務警察局為例
書刊名:績效與策略研究
作者:高瑞新 引用關係
作者(外文):Kao, Rui-hsin
出版日期:2006
卷期:3:2
頁次:頁31-53
主題關鍵詞:服務補救服務價值顧客滿意關係行銷Service recoveryService valueCustomer satisfactionRelationship marketing
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(1) 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:1
  • 共同引用共同引用:0
  • 點閱點閱:23
期刊論文
1.Grönroos, C.(1988)。Service quality: The six criteria of good perceive service recovery。Review of Business,9(4),10-31。  new window
2.Buttle, F.、Burton, J.(2002)。Does Service Failure Influence Customer Loyalty?。Journal of Consumer Behaviour: An International Research Review,1(3),217-227。  new window
3.Flint, D. J.、Woodruff, R. B.、Gardial, S. F.(1997)。Customer Value Change in Industrial Marketing Relationships: A Call for New Strategies and Research。Industrial Marketing Management,26(2),163-175。  new window
4.Sin, L. Y. M.、Tse, A. C. B.、Yau, O. H. M.、Lee, J. S. Y.、Chow, R.(2002)。The Effect of Relationship Marketing Orientation on Business Performance in a Service-Oriented Economy。Journal of Services Marketing,16(7),656-676。  new window
5.Goodwin, Cathy、Ross, Ivan(1992)。Consumer Response to Service Failure: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25(2),149-163。  new window
6.Richins, M.(1983)。An analysis of consumers interaction styles in the marketplace。Journal of Consumer Research,10(1),73-82。  new window
7.Power, C.(1992)。Smart selling: How companies are winning over today's tougher customer。Business Week,8(3),46。  new window
8.Oliver, R. L.、Swan, J. E.(1989)。Consumer Perceptions of International Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing,53(2),21-35。  new window
9.Rossello, B.(1997)。Customer service superstars。ABA Banking Journal,89(10),96-104。  new window
10.Westbrook, R. A.(1980)。A Rating Scale for Measuring Producty/Service Satisfaction。Journal of Marketing,44(4),68-72。  new window
11.Thorsten, H. T.、Langer, M. F.(2001)。Modeling and Managing Student Loyality: An Approach Based on the Concept of Relationship Quality。Journal of Service Research,3(4),331-344。  new window
12.Zemke, Ron、Bell, Chip(199006)。Service Recovery: Doing It Right the Second Time。Training,27(6),42-48。  new window
13.Singh, J.(1990)。Exit, voice and negative word of mouth behaviors: an investigation across three service categories。Journal of the Academy of Marketing Science,18(1),1-15。  new window
14.Hess, R. L. Jr.、Ganesan, S.、Klein, N. M.(2003)。Service failure and recovery: The impact of relationship factors on customer satisfaction。Journal of the Academy of Marketing Science,31(2),127-145。  new window
15.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
16.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
17.Bell, Chip R.(1994)。Turning Disappointment into Customer Delight。Editor and Publisher,127(32),38-48。  new window
18.Woodruff, R. B.、Clemons, D. S.、Schumann, D. W.、Gardial, S. F.、Emest, R. C.、Jenkins, R. L.(1983)。Modeling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research,20(3),296-304。  new window
19.Tax, Stephen S.、Brown, Stephen W.、Chandrashekaran, Murali(1998)。Customer evaluations of service complaint experiences: implications for relationship marketing。Journal of Marketing,62(2),60-76。  new window
20.Bagozzi, R. P.、Yi, Y.(1988)。On the Use of Structural Equation Model in Experimental Designs。Journal of Marketing Research,26(1),271-284。  new window
21.Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review,67(4),28-32。  new window
22.Hoffman, K. D.、Kelly, S. W.、Rotalsky, H. M.(1995)。Tracking Service Failure and Employee Recovery Efforts。Journal of Service Marketing,9(2),49-61。  new window
23.Morton, John、Rys, Melanie E.(1987)。Price Elasticity Prediction: New Research Tool for the Competitive 80s。Marketing News,21(1)。  new window
24.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
25.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
26.Cadotte, Ernest R.、Woodruff, Robert B.、Jenkins, Roger L.(1987)。Expectations and Norms in Models of Consumer Satisfaction。Journal of Marketing Research,24(3),305-314。  new window
27.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
28.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review,72(2),164-174。  new window
29.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research,17(4),375-384。  new window
30.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
31.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。  new window
32.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
33.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research,1(3),236-249。  new window
34.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
35.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
36.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
37.McCollough, Michael A.、Bharadwaj, Sundar G.(1992)。The recovery paradox: An examination of consumer satisfaction in relation to disconfirmation, service quality, and attribution-based theories。Marketing Theory and Application,65(4),102-107。  new window
38.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
39.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
40.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
41.Goodman, J.(1989)。The Nature of Customer Satisfaction。Quality Progress,22(2),37-40。  new window
42.Mccollough, M. A.、Berry, L. L.、Yadav, M. S.(2000)。An Empirical Inestigation of Customer Satisfaction After Service Failure and Recovery。Journal of Service Research,3(2),121-137。  new window
學位論文
1.史仁智(2004)。警察形象關係管理力之研究(碩士論文)。逢甲大學。  延伸查詢new window
圖書
1.Desatnick, R. L.(1988)。Managing to keep the customer。Boston:Houghton。  new window
2.Hair, J. F. Jr.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1988)。Multivariate Data Analysis。Prentice-Hall Inc.。  new window
3.Monroe, Kent B.(1990)。Pricing : Marketing Profitable Decisions。McGraw-Hill Publishing Company。  new window
4.Koehler, J.、Pankowski, J.(1996)。Quality Government: Designing, Development and Implementing TQM。FL:St. Lucie Press。  new window
5.Wilson, O. W.、McLaren, R. C.(1972)。Police Administration。N. Y.:McGraw Hill Book Company。  new window
6.Kotler, P.(2000)。Kotler on Marketing: How to Create, Win, and Dominate Markets。New York, NY:Simon and Schuster, Inc.。  new window
7.Jackson, Barbara B.(1985)。Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships。Lexington, MA:D. C. Heath and Company。  new window
8.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
 
 
 
 
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