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題名：臺灣旅館業服務補救、知覺公平與知覺風險之矩陣關係研究
書刊名：餐旅暨家政學刊
作者：張宏生 引用關係／劉小瑋 引用關係／蕭漢良 引用關係
作者(外文)：Chang, Hong-sheng／Liu, Maggie／Hsiao, Han-liang
出版日期：2007
卷期：4:1
頁次：頁63-83
主題關鍵詞：服務補救；知覺公平；知覺風險；Service recovery；Perceived justice；Perceived risk
原始連結：連回原系統網址new window
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本研究目的在探討服務補救構面、知覺公平與知覺風險之間的關係，並進一步探索其內部結構的關係。吾人透過具有高信度與效度之量表，以問卷訪談方式蒐集樣本資料。結果發現，分配公平主要受到服務補救的補償與有形性的影響，程序公平主要受到服務補救的授權與回饋的影響，而互動公平主要受到服務補救的解釋與溝通的影響。再者，消費者的功能風險與財務風險主要受到分配公平的影響，社會風險與時間風險主要受到程序公平的影響，而心理風險主要受到互動公平的影響。而本研究並建議後續研究者可進一步探討其他可能影響知覺風險的服務補救資訊線索。實務上，管理者可以採用最佳化投資於攸關的服務補救構面，以提昇相對應的知覺公平，進一步降低相對應的知覺風險。最後，本研究主要貢獻在於針對六個服務補救構面、三種知覺公平、與五種知覺風險之間，提供一個新的「結構化」關係模型。
The purpose of this work was to elucidate how service recovery, perceived justice and perceived risk are related, and explored the internal composition of this relationship. Samples were collected using the questionnaire, which had been assessed the quality of our meansurement efforts by investigating reliability and validity. Distributive justice was found to be affected mainly by atonement and tangibles of service recovery, whereas processing justice was influenced by empowerment and feedback of service recovery. Howerver, interactive justice was found to be affected mainly by communication and explanation of service recovery. Furthermore, functional and financial risks found to be affected mainly by distributive justice, whereas social and temporal risks were influenced by processing justice. Finally, exactly psychology risk was affected by interactive justice. For future research, other external cues of service recovery may influence perception of perceived risks with extrinsic information should be discussed. In practice, hotel managers could hone the relevant cues and optimize investments to raise service recovery dimensions. Finally, this study provided a new shape of the “structural” relationships among six service recovery dimensions, three perceived justices and five types of perceived risks.
期刊論文
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2.Oliver, Richard L.、Swan, John E.(198904)。Consumer Perceptions of International Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing，53(2)，21-35。  new window
3.Weun, S.、Beatty, S. E.、Jones, M. A.(2004)。The impact of service failure severity on service recovery evaluations and post-recovery relationships。Journal of Service Marketing，18(2)，133-147。  new window
4.Maxham, James G. III、Netemeyer, Richard G.(2002)。A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts。Journal of Marketing，66(4)，57-71。  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.Lapidus, R. S.、Pinkerton, L.(1995)。Customer complaint situations: An equity theory。Psychology and Marketing，12(2)，105-122。  new window
7.Stone, Robert N.、Gronhaug, Kjell(1993)。Peceived Risk: Further Considerations for the Marketing Discipline。European Journal of Marketing，27(3)，39-50。  new window
8.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
9.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。  new window
10.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
11.Gronroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceive Serviced Quality。Review of Business，9(3)，10-13。  new window
12.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
13.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
14.Campbell, Donald T.、Fiske, Donald W.(1959)。Convergent and Discriminant Validation by Multitrait-Multimethod Matrix。Psychological Bulletin，56(2)，81-105。  new window
15.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
16.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
17.Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management，16(2)，399-432。  new window
18.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
19.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing，76(2)，193-218。  new window
20.Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer trust, value, and loyalty in relational exchanges。The Journal of Marketing，66(1)，15-37。  new window
21.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。  new window
22.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
23.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
24.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
25.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
圖書
1.Guieford, J. P.(1965)。Fundamental statistics in phychology and education。N.Y：McGramn-Hill。  new window
2.Cooper, D. R.、Emory, C. W.(1995)。Business Research Method。Chicago, IL：Richard D. Irwin。  new window
3.Nunnally, J. C. Jr.(1970)。Introduction to Psychological Measurement。New York：McGraw-Hill。  new window
4.DeVellis, Robert F.(1991)。Scale Development: Theory and Applications。Sage。  new window
5.Churchill, Gilbert A. Jr.(1995)。Marketing Research: Methodological Foundations。Dryden Press。  new window
其他
1.Bauer, Raymond A.(1960)。Consumer Behavior as Risk Taking. Dynamic Marketing in The Changing World。  new window
2.Chang, Chia-Chi.(2006)。When service fails: The role of the salesperson and the customer。  new window
3.Clow, K. E., Baack D. & Fogliasso C.(1998)。Reducing Perceived Risk through Advertising Service Quality Cues。  new window
4.Cox, D. F(1963)。The Audience as Communicators。  new window
5.Hoffman, K. D., Kelley S. W. & Rotalsky H. M(1995)。Tracking Service Efforts。  new window
6.Locander, W. B., & Hermann, P. W.(1979)。The Effect of Self-confidence and Anxiety on Information Seeking in Consumer Risk Reduction。  new window
7.Perry, M. & Hamm, B(1969)。Canonical Analysis of Relations between Social-Economical Risk and Personal Influence in Purchase Decisions。  new window
8.Schlesinger, L. A., & Heskett, J. L.(1991)。The service-driven service company。  new window
9.Wong, Nancy Y.(2004)。The role of culture in the perception of service recovery。  new window
圖書論文
1.Clemmer, Elizabeth C.、Schneider, Benjamin(1996)。Fair Service。Advances in Services Marketing and Management。Bingley：Emerald。  new window
2.Cox, Donald F.(1967)。Risk Handling in Consumer Behavior: An Intensive Study of Two Cases。Risk Taking and Information Handling in Consumer Behavior。Boston, MA：Harvard University Press。  new window
3.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
 
 
 
 
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