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題名：服務保證、企業形象與失誤後服務補救滿意度關係之研究--以餐飲業與飯店業為例
書刊名：觀光研究學報
作者：鄭紹成／王雪瀞／黃琪雯
作者(外文)：Cheng, Shao-cheng／Wang, Hsueh-ching／Huang, Chi-wen
出版日期：2007
卷期：13:1
頁次：頁73-100
主題關鍵詞：服務保證；服務失誤；服務補救；補救後滿意度；企業形象；Service guarantee；Service failure；Service recovery；Post-recovery satisfaction；Corporate image
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(7) 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:7
  • 共同引用共同引用:0
  • 點閱點閱:292
期刊論文
1.Hart, C. W. L.、Schlesinger, L. A.、Maher, D.(1992)。Guarantees Come to Professional Service Firms。Sloan Management Review，33(3)，19-20+23-29。  new window
2.Evans, M. R.、Clark, J. D.、Knutson, B. J.(1996)。The 100-percent, Unconditional, Money-back Guarantee。The Cornell Hotel and Restaurant Administration Quarterly，37(6)，56-61。  new window
3.Kashyap, R.(2001)。The effects of service guarantees on external and internal markets。Academy of Marketing Science Review，10(1)，1-19。  new window
4.Tucci, L. A.、Talaga, J.(1997)。Service Guarantees and Consumers' Evaluation of Services。Journal of Services Marketing，11(1)，10-18。  new window
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。  new window
6.McDougall, G. H. G.、Levesque, T.、VanderPlaat, P.(1998)。Designing the Service Guarantee: Unconditional or Specific?。Journal of Services Marketing，12(4)，278-293。  new window
7.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
8.Blodgett, J. G.、Hill, D. J.、Tax, S. S.(1997)。The Effect of Distributive, Procedural, and Interactional Justice in Post complaint Behavior。Journal of Retailing，73(2)，185-210。  new window
9.Wirtz, J.、Kum, D.(2001)。Designing service guarantees: is full satisfaction the best you can guarantee?。Journal of Services Marketing，15(4)，282-299。  new window
10.Ostrom, A. L.、Iacobucci, D.(1998)。The effect of guarantees on consumers' evaluation of services。Journal of Services Marketing，12(6)，362-378。  new window
11.Hart, C. W. L.(198807)。The power of unconditional service guarantees。Harvard Business Review，66(4)，54-62。  new window
12.Blodgett, J. G.、Wakefieeld, K. L.、Bames, J.(1995)。The Effects of Customer Service on Consumer Complaining Behaviour。Journal of Services Marketing，9(4)，31-42。  new window
13.Wirtz, J.(1998)。Development of a Service Guarantee Model。Asia Pacific Journal of Management，15(1)，51-75。  new window
14.Kurtz, D. L.、Clow, E. K.(1991)。A model for evaluating service quality。Journal of Marketing Management，1(3)，51-60。  new window
15.Maxham, J. G.(2001)。Service Recovery's Influence on Consumer Satisfaction, Positive Word-of-Mouth and Purchase Intentions。Journal of Business Research，54(1)，11-24。  new window
16.Fimstahl, T. W.(1989)。My employees are my service guarantee。Harvard Business Review，67(4)，28-32。  new window
17.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。  new window
18.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing，63，33-44。  new window
19.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
20.Etzel, M. J.、Silverman, B. I.(1981)。A managerial perspective on directions for retail customer dissatisfaction research。Journal of Retailing，57(3)，124-136。  new window
21.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。  new window
22.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
23.Miller, Janis L.、Craighead, Christopher W.、Karwan, Kirk R.(2000)。Service Recovery: A Framework and empirical Investigation。Journal of Operations Management，18(4)，387-400。  new window
24.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。  new window
25.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
26.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business，9(3)，10-14。  new window
27.Mueller, R. D.、Palmer, A.、Mack, R.、McMullan, R.(2003)。Service in the restaurant industry: an American and Irish comparison of service failures and recovery strategies。International Journal of Hospitality Management，22(4)，395-418。  new window
28.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
29.Bettman, James R.(1973)。Perceived Risk and Its Components: A Model and Empirical Test。Journal of Marketing Research，10(2)，184-190。  new window
30.Shimp, T. A.、Bearden, W. O.(1982)。Warranty and Other Extrinsic Cue Effects on Consumers' Risk Perceptions。Journal of Consumer Research，9(1)，38-46。  new window
31.Andreassen, Tor Wallin、Lindestad, Bodil(1998)。The Effect of Corporate Image in the Formation of Customer Loyalty。Journal of Service Research，1(1)，82-92。  new window
32.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
33.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
34.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。  new window
35.Andreassen, Tor Wallin(2000)。Antecedents to Satisfaction with Service Recovery。European Journal of Marketing，34(1/2)，156-175。  new window
36.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
37.Dowling, Grahame R.(1988)。Measuring Corporate Images: A Review of Alternative Approaches。Journal of Business Research，17(1)，27-34。  new window
38.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
39.Hastak, Manoj、Olson, Jerry C.(1989)。Assessing the Role of Brand-related Cognitive Responses as Mediators of Communication Effects on Cognitive Structure。Journal of Consumer Research，15(4)，444-456。  new window
40.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
41.Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review，71(2)，64-73。  new window
42.Robertson, Thomas S.、Gatignon, Hubert(1986)。Competitive effects on technology diffusion。Journal of Marketing，50(3)，1-12。  new window
43.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
44.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
45.林麗(1996)。休閒飯店商機無限。卓越雜誌，140，48-50。  延伸查詢new window
46.洪悅寧(1996)。商務旅館商機無限。卓越雜誌，140，60-65。  延伸查詢new window
47.Gillette, B.(1992)。Conference Offers Answers for Tough Times。Hotel and Motel Management，207(15)，6-8。  new window
48.Walters, C. G.、Paul, G. W.(1971)。Consumer Behavior: An Integrated Framework。Journal of Marketing，35(4)，106-106。  new window
49.Heung, V. C. S.、Lam, T.(2003)。Customer Complaint Behaviour towards Hotel Restaurant Services。International Journal of Contemporary Hospitality Management，15(5)，283-289。  new window
50.Becker, W. S.、Wellins, R. S.(1990)。Customer-service Perceptions and Reality。Training & Development Journal，44(3)，49-51。  new window
51.Marmorstein, H.、Sarel, D.、Lassar, W. M.(2001)。Increasing the Persuasiveness of a Service Guarantee: The Role of Service Process Evidence。Journal of Services Marketing，15(2)，147-159。  new window
52.Whitford, M.(1998)。Money-back Guarantees Empower Front-desk Personnel。Hotel and Motel Management，July，7-7。  new window
53.Sparks, B. A.、Callan, V. J.(1996)。Service Breakdowns and Service Evaluations: The Role of Customer Attributions。Journal of Hospitality and Leisure Marketing，4(2)，3-24。  new window
54.Maher, D.(1992)。Service Guarantees。Manage，43(4)，22-24。  new window
55.Power, C.(1992)。Smart Selling: How Companies Are Winning over Today's Tougher Customer。BusinessWeek，3277(3)，46-52。  new window
56.Colenutt, C. E.、McCarville, R. E.(1994)。The Client as Problem Solver: A New Look at Service Recovery。Journal of Hospitality and Leisure Marketing，2(3)，23-35。  new window
57.Lidén, S. V.、Skålén, P.(2003)。The Effect of Service Guarantees on Service Recovery。International Journal of Service Industry Management，14(1)，36-58。  new window
58.Hart, C. W. L.(1993)。The Power of Guarantees as a Quality Tool。CMA Magazine，67(6)，28-35。  new window
59.Lord, M.(1999)。There's a Fly in My Soup。U.S. News & World Report，127(22)，20-53。  new window
60.Lewis, R. C.(1983)。When Guests Complain。The Cornell Hotel and Restaurant Administration Quarterly，24(2)，23-32。  new window
學位論文
1.陳鉦達(2002)。企業形象、服務補救期望與補救後滿意度關係之研究(碩士論文)。中國文化大學。  延伸查詢new window
圖書
1.詹益政、黃清澤(200507)。餐旅業經營管理。臺北：五南出版。  延伸查詢new window
2.張麗英(2003)。旅館暨餐飲業人力資源管理。旅館暨餐飲業人力資源管理。臺北市：揚智。  延伸查詢new window
3.Lovelock, Christopher H.、Wright, Lauren(2002)。Principles of Service Marketing and Management。Pretince-Hall Inc.。  new window
4.周文賢(2000)。多變量統計分析：SAS/STAT使用方法。臺北：智勝文化事業有限公司。  延伸查詢new window
5.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
6.Cooper, Donald R.、Schindler, Pamela S.、古永嘉(2003)。企業研究方法。台北：華泰文化事業公司。  延伸查詢new window
7.Peter, J. Paul、Olson, Jerry C.(1987)。Consumer behavior: Marketing Strategy Perspectives。Richard D. Irwin, Inc.。  new window
8.Berry, L. L.(1995)。On Great Services: A Framework for Action。On Great Services: A Framework for Action。New York, NY：Free Press。  new window
其他
1.林相君(2003)。餐飲業景氣動態報告－2003年第一季，0。  延伸查詢new window
2.行政院經濟建設委員會(2004)。產業結構發展，0。  延伸查詢new window
3.中華民國旅遊業品質保證協會(2005)。中華民國旅行業品質保障協會調處旅遊糾紛案由分類統計表，0。  延伸查詢new window
4.中華民國統計資訊網(2006)。歷年各季國內各業生產毛額，0。  延伸查詢new window
 
 
 
 
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