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題名:運動俱樂部之客訴處理
書刊名:大專體育
作者:蔡明達陳怡謙 引用關係
出版日期:2007
卷期:92
頁次:頁72-78
主題關鍵詞:運動俱樂部客訴處理顧客服務
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(3) 博士論文(1) 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:0
  • 點閱點閱:111
期刊論文
1.Clark, G. L.、Kaminski, P. F.、Rink, D. R.(1992)。Consumer complaints: Advice on how companies should respond。Journal of Consumer Marketing,9(3),5-14。  new window
2.Gilly, M. C.(1987)。complaint processes: From organization response to repurchase behavior。Journal of Consumer Affairs,17,293-313。  new window
3.Jacoby, J.、Jaccard, J. J.(1981)。The sources, meaning & validity of consumer complaining behavior: A psychological review。Journal of Retailing,57(3),4-24。  new window
4.Kelley, S. W.、Davis, M. A.(1994)。Antecedents to customer expectation for service recovery。Journal of Academy of Marketing Science,22(1),52-61。  new window
5.Schibrowsky, J. A.、Lapidus, R. S.(1994)。Gaining a competitive advantage by analyzing aggregate complaints。Journal of Consumer Marketing,11(1),15-26。  new window
6.Singh, J.(1988)。Consumer complaint intentions and behaviors: Definitional and taxonomical issues。Journal of Marketing,52,93-107。  new window
7.Stauss, B.、Schoeler, A.(2004)。Complaint management profitability: What do complaint managers know?。Managing Service Quality,14(2),147-156。  new window
8.姜慧嵐(20050600)。健身產業人力運用現況與管理趨勢。國民體育季刊,34(2)=145,76-82+119。  延伸查詢new window
9.Tax, S. S.、Brown, S. W.(1998)。Recovering and Learning from Service Failures。Sloan Management Review,40(1),75-88。  new window
10.Grönroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceived Service Quality。Review of Business,9(3),10-13。  new window
學位論文
1.王宗男(2005)。客訴處理在工業市場實施動機、要素、及其效益影響之研究(碩士論文)。國立成功大學。  延伸查詢new window
2.張閔棟(2005)。以電子郵件探討顧客抱怨回應對知覺重視與顧客滿意之影響(碩士論文)。國立中央大學。  延伸查詢new window
圖書
1.Kotler, P.、Armstrong, G.(2001)。Principles of marketing。New Jersey:Prentice-Hill。  new window
2.Lovelock, Christopher H.(1996)。Services Marketing。Prentice Hall International Inc.。  new window
 
 
 
 
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