服務保證對服務補救滿意度之影響--以企業可信度為干擾變數探討之_

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題名：	服務保證對服務補救滿意度之影響--以企業可信度為干擾變數探討之
書刊名：	商學學報
作者：	鄭紹成／陳鉦達
作者(外文)：	Cheng, Shao-cheng／Chen, Cheng-ta
出版日期：	2006
卷期：	14
頁次：	頁165-186
主題關鍵詞：	服務保證；企業可信度；服務補救滿意度
原始連結：	連回原系統網址
相關次數：	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:0 共同引用:0 點閱:15

期刊論文
1.	Wu, C.、Shaffer, D. R.(1987)。Susceptibility to persuasive appeals as a function of source credibility and prior experience with the attitude object。Journal of Personality and Social Psychology，52(4)，677-688。
2.	Lafferty, Barbara A.、Goldsmith, Ronald E.、Newell, Stephen J.(2002)。The Dual Credibility Model: The Influence of Corporate and Endorser Credibility on Attitudes and Purchase Intentions。Journal of Marketing Theory and Practice，10(3)，1-11。
3.	Goldberg, M. E.、Hartwick, J.(1990)。The Effects of Advertising Reputation and Extremity of Advertising Claim on Advertising Effectiveness。Journal of Consumer Research，17(2)，172-179。
4.	Wiener, J. L.(1985)。Are warranties accurate signals of product reliability?。Journal of Consumer Research，12(2)，245-250。
5.	Wirtz, J.、Kum, D.、Lee, K. S.(2000)。Should a Firm with a Reputation for Outstanding Service Quality Offer a Service Guarantee?。Journal of Services Marketing，14(6)，502-512。
6.	Hart, C. W. L.(198807)。The power of unconditional service guarantees。Harvard Business Review，66(4)，54-62。
7.	Marvin, B.(1992)。Exemplary service guaranteed。Restaurants and Institutions，102(21)，108-121。
8.	Wirtz, J.(1998)。Development of a Service Guarantee Model。Asia Pacific Journal of Management，15(1)，51-75。
9.	Hart, C. W. L.(1993)。The power of guarantees as a quality tool。CMA Magazine，6，28。
10.	Kurtz, D. L.、Clow, E. K.(1991)。A model for evaluating service quality。Journal of Marketing Management，1(3)，51-60。
11.	Fimstahl, T. W.(1989)。My employees are my service guarantee。Harvard Business Review，67(4)，28-32。
12.	Boshoff, C.(2003)。Intentions to buy a service: The influence of service guarantees, general information and ice information in advertising。South Africa Journal of Business Management，34(1)，39-44。
13.	Brown, S. W.(1997)。Service Recovery through IT: Complaint Hank ling will Differentiate Firms in the Future。Marketing Management，6(3)，25-27。
14.	Ettorre, B.(1994)。Phenomenal Promises that mean business。Management Review，83(3)，18-23。
15.	Goldsmith, R. E.、Lafferty, B. A.、Newell, S. J.(2000)。The impact of corporate and celebrity credibility on consumer reaction to advertisements and brands。Journal of Advertising，29(3)，43-54。
16.	Hampton, G. M.(1977)。Perceived risk in buying oducts made abroad by American firms。Academy of Marketing Science，5，45-49。
17.	Hart, C. W.、Heskett, J. L.、Sasser, W.(1990)。The of table art of service recovery。Harvard Business Review，68(4)，148-156。
18.	Hart, C. W. L.、Schlesinger, L. A.、Maher, D.(1992)。Guarantees come to confessionals service firms。Sloan Management Review，33(3)，19-29。
19.	Innis, D. E.、Unnava, H. R.(1991)。The usefulness of oduct warranties for reputable and new brand。Advances in Consumer Research，18，317-322。
20.	Kelly, C. A.(1988)。An investigation of consumer oduct warranties as market signals of Product reliability。Journal of the Academy of Marketing Science，16(2)，72-78。
21.	Lidén, S. V.、Skålén, P.(2003)。The effect of service guarantees on service recovery。International Journal of Service industry Management，14(1)，36-58。
22.	McDougall, G. H. G.、Levesque, T.、Vander Plaat, P.(1998)。De-signing the service guarantee unconditional or specific。The Journal of Services Marketing，12(4)，278-293。
23.	Swartz, A.、Iacobucci, D.(2000)。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。
24.	Goodwin, Cathy、Ross, Ivan(1990)。Consumer evaluations of responses to complaints: What's fair and why。The Journal of Consumer Marketing，7(2)，39-47。
25.	Harmon, Robert R.、Coney, Kenneth A.(1982)。The Persuasive Effects of Source Credibility in Buy and Lease Situations。Journal of Marketing Research，19(2)，255-260。
26.	Boulding, William、Kirmani, Amna(1993)。A Consumer-side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?。Journal of Consumer Research，20(1)，111-123。
27.	McCollough, M. A.、Berry, L. L.、Yadav, M. S.(2000)。An empirical investigation of customer satisfaction after service failure and recovery。Journal of Service Research，3(2)，121-137。
28.	Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。
29.	Zemke, R.、Bell, C.(1990)。Service recovery: Doing it right in second time。Training，27(6)，42-48。
30.	Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。
31.	MacKenzie, Scott B.、Lutz, Richard J.(1989)。An Empirical Examination of the Structural Antecedents of Attitude Toward the Ad in an Advertising Pretesting Context。Journal of Marketing，53(2)，48-65。
32.	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。
33.	Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。
34.	Andreassen, Tor Wallin(2000)。Antecedents to Satisfaction with Service Recovery。European Journal of Marketing，34(1/2)，156-175。
35.	Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。
36.	Blodgett, Jeffrey G.、Wakefield, Kirk L.、Barnes, James H.(1995)。The effects of consumer service on consumer complaining behavior。Journal of Service Marketing，9(4)，31-42。
37.	Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。
38.	Clow, K. E.、Kurtz, D. L.、Ozment, J.(1998)。A longitudinal study of the stability of consumer expectations of services。Journal of Business Research，42(1)，63-73。
39.	Grönroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceived Service Quality。Review of Business，9(3)，10-13。
40.	Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing，69(4)，429-452。
41.	Tax, Stephen S.、Brown, Stephen W.、Chandrashekaran, Murali(1998)。Customer evaluation of service complaint experience: Implications for relationship marketing。Journal of Marketing，62(2)，60-77。
42.	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。
43.	Lafferty, Barbara A.、Goldsmith, Ronald E.(1999)。Corporate Credibility's Role in Consumers' Attitudes and Purchase Intentions When a High versus a Low Credibility Endorser Is Used in the Ad。Journal of Business Research，44(2)，109-116。

圖書
1.	Fombrun, C. J.(1996)。Reputation。Boston, Massachusetts：Harvard Business Schooless。
2.	Lovelock, Christopher H.、Wright, Lauren(2002)。Principles of Service Marketing and Management。Pretince-Hall Inc.。
3.	Rust, Roland T.、Zahorik, Anothony J.、Keiningham, Timothy L.(1996)。Service Marketing。New York：Mcgraw-Hill。
4.	Heskett, J. L.、Sasser, W. Earl Jr.、Hart, C. W. L.(1990)。Service breakthroughs: Changing the rules of the game。New York：The Free Press, A Division of Macmillan, Inc.。
5.	Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing service: Competing through quality。New York：The Free Press。
6.	Keller, Kevin Lane(1998)。Strategic Brand Management: Building, Measuring, and Managing Brand Equity。Prentice-Hall, Inc.。

圖書論文
1.	Guseman, D. S.(1981)。Risk perception and risk reduction in consumer services。Marketing of services。Chicago, IL：American Marketing Association。
2.	Bauer, Raymond A.(1960)。Consumer Behavior as Risk Taking。Dynamic marketing for a Changing World。Chicago：American Marketing Association。

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