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題名:不同服務失誤類型下透過服務補救降低顧客知覺風險
書刊名:嶺東學報
作者:張宏生 引用關係何瑞玲 引用關係
作者(外文):Chang, Hong-shengHo, Jui-lin
出版日期:2007
卷期:21
頁次:頁1-23
主題關鍵詞:服務補救知覺風險服務失誤類型旅館業Service recoveryPerceived risksService failure typesHotel industry
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)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:38
  • 點閱點閱:34
期刊論文
1.Grewal, Dhruv、Gotlieb, Jerry、Marmorstein, Howard(1994)。The Moderating Effects of Message Framing and Source Credibility on the Price-Perceived Risk Relationship。Journal of Consumer Research,21(1),145-153。  new window
2.Perry, M.、Hamm, B.(1969)。Canonical analysis of relations between socioeconomic risk and personal influence in purchase decisions。Journal of Marketing Research,6(1),351-354。  new window
3.Locander, W. B.、Hermann, P. W.(1979)。The Effect of Self-confidence and Anxiety on Information Seeking in Consumer Risk Reduction。Journal of Marketing Research,16(2),268-274。  new window
4.Bowen, David E.、Lawler, Edward E. III(1995)。Empowering Service Employees。Sloan Management Review,36(4),73-84。  new window
5.Conlon, Donald E.、Murray, Noel M.(1996)。Customer perceptions of corporate responses to product complaints: the role of explanations。Academy of Management Journal,39(4),1040-1056。  new window
6.Schlesinger, L. A.、Heskett, J. L.(1991)。The service-driven service company。Harvard Business Review,2(1),71-81。  new window
7.Clow, K. E.、Baack, Donald、Fogliasso, Chris(1998)。Reducing perceived risk through advertising service quality cues。Journal of Professional Services Marketing,16(2),151-162。  new window
8.Wong, Nancy Y.(2004)。The role of culture in the perception of service recovery。Journal of Business Research,57(9),957-964。  new window
9.Stone, Robert N.、Gronhaug, Kjell(1993)。Peceived Risk: Further Considerations for the Marketing Discipline。European Journal of Marketing,27(3),39-50。  new window
10.Tax, S. S.、Brown, W. B.、Chandrashekaran, M.(1999)。Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing。Journal of Marketing,62(4),60-77。  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.Gronroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceive Serviced Quality。Review of Business,9(3),10-13。  new window
13.Tax, S. S.、Brown, S. W.(1998)。Recovering and Learning from Service Failures。Sloan Management Review,40(1),75-88。  new window
14.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
15.Amy, K. S.、Ruth, N. B.、Janet, W.(1999)。A Model of Customer Satisfactionwith Service Encounters Involving Failure and Recovery。Journal of Marketing Research,36,356-372。  new window
16.李素馨(19940900)。典型相關分析--專業程度、遊憩動機和基地屬性認知關係之探討。戶外遊憩研究,7(3),36-62。new window  延伸查詢new window
17.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
18.Campbell, Donald T.、Fiske, Donald W.(1959)。Convergent and Discriminant Validation by Multitrait-Multimethod Matrix。Psychological Bulletin,56(2),81-105。  new window
19.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
20.Harris, Katherine E.、Grewal, Dhruv、Mohr, Lois A.、Bernhardt, Kenneth L.(2006)。Consumer responses to service recovery strategies: The moderating role of online versus offline environment。Journal of Business Research,59(4),425-431。  new window
21.Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management,16(2),399-432。  new window
22.Dowling, Grahame R.、Staelin, Richard(1994)。A model of perceived risk and intended risk-handling activity。Journal of consumer Research,21(1),119-134。  new window
23.Hoffman, K. Douglas、Kelley, Scott W.、Rotalsky, Holly M.(1995)。Tracking Service Failures and Employee Recovery Efforts。Journal of Services Marketing,9(2),49-61。  new window
24.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
25.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research,1(3),236-249。  new window
26.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
27.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
28.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
29.Hartline, Michael D.、Jones, Keith C.(1996)。Employee Performance Cues in A Hotel Service Environment: Influence on Perceived Service Quality, Value, and Word-of-Mouth Intentions。Journal of Business Research,35(3),207-215。  new window
30.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。  new window
會議論文
1.Cox, D. F.(1963)。The Audience as Communicators。The Winter Conference of the American Marketing Association。Chicago, IL:American Marketing Association。58-72。  new window
圖書
1.Cooper, D. R.、Emory, C. W.(1995)。Business Research Method。Chicago, IL:Richard D. Irwin。  new window
2.Nunnally, J. C. Jr.(1970)。Introduction to Psychological Measurement。New York:McGraw-Hill。  new window
3.Churchill, G. A. Jr.(1995)。Marketing Research: Methodological Foundations。The Dryden Press。  new window
4.DeVellis, Robert F.(1991)。Scale Development: Theory and Applications。Sage。  new window
5.Guilford, Joy Paul(1965)。Fundamental Statistics in Psychology and Education。McGraw-Hill。  new window
圖書論文
1.Lutz, Richard J.、Reilly, Patrick J.(1973)。A Exploration of the Effects of Perceived Social and Performance Risk on consumer Information Acquisition。Advances in Consumer Research。Urbana, IL:Associations for Consumer Research。  new window
2.Cox, D. F.、Rich, S. U.(1967)。Perceived Risk and Consumer Decision Making--the Case of Telephone Shopping。Consumer Behavior。Boston, MA:Harvard University Press。  new window
3.Bauer, Raymond A.(1960)。Consumer Behavior as Risk Taking。Dynamic marketing for a Changing World。Chicago:American Marketing Association。  new window
 
 
 
 
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