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題名：整合服務失誤前與服務失誤後觀點探討影響知覺正義下服務補救期望之因素
書刊名：中華管理學報
作者：任維廉 引用關係／呂堂榮 引用關係／劉新隆
作者(外文)：Jen, William／Lu, Tim／Liu, Sing-long
出版日期：2007
卷期：8:4
頁次：頁39-60
主題關鍵詞：服務補救期望；知覺正義；顧客組織承諾；失誤嚴重性；Service recovery expectation；Perceived justice；Customer organizational commitment；Ceverity of failure
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(1) 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:1
  • 共同引用共同引用:11
  • 點閱點閱:21
期刊論文
1.Porter, R. B.、Bey, R. P.、Al, E.(1975)。The Development of a Mean-Semivariance Approach to Capital-Budgeting。Journal of Financial and Quantitative Analysis，10(4)，639-658。  new window
2.Yim, Chi Kin、Gu, Flora Fang、Chan, Kimmy Wa、Tse, David K.(2003)。Justice-based service recovery expectations: measurement and antecedents。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，16(1)，36-52。  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。The Journal of Services Marketing，18(2)，133-146。  new window
4.Oliver, R. L.、DeSarbo, W. S.(1988)。Response determinants in satisfaction judgement。Journal of Consumer Research，14(3)，495-507。  new window
5.Gronroos, C.(1990)。Relationship approach to marketing in service contexts: The marketing and organizational behavior interface。Journal of Business Research，20(1)，3-11。  new window
6.Bateson, J. E. G.(1985)。Self-Service Consumer: An Exploratory Study。Journal of Retailing，61(3)，49-76。  new window
7.Fournier, S.、Yao, J.(1997)。Reviving brand loyalty: A reconceptualization within the framework of consumer–brand relationships。International Journal of Research in Marketing，14(5)，451-472。  new window
8.Hess, Ronald L. Jr.、Ganesan, Shankar、Klein, Noreen M.(2003)。Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction。Journal of the Academy of Marketing Science，31(2)，127-145。  new window
9.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
10.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
11.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
12.Tax, S. S.、Brown, S. W.、Chandrashekaran, M.(1998)。Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing。Journal of Marketing，62(2)，60-76。  new window
13.Bies, R. J.、Moag, J. S.(1986)。Interactional justice: Communication criteria of fairness。Research on Negotiation in Organizations，1(1)，43-55。  new window
14.Scholl, R. W.、Cooper, E. A.、McKenna, J. F.(1987)。Referent Selection in Determining Equity Perceptions: Differential Effects on Behavioral and Attitudinal Outcomes。Personnel Psychology，40(1)，113-124。  new window
15.Dasu, S.、Rao, J.(1999)。Nature and Determinants of Customer Expectations of Service Recovery in Health Care。Quality Management in Health Care，7(4)，32-50。  new window
16.O'Reilly, C. III、Chatman, J.(1986)。Organizational Commitment and Psychological Attachment: The Effects of Compliance, Identification, and Internalization on Prosocial Behavior。Journal of Applied Psychology，71(3)，492-499。  new window
17.Oliver, R. L.、Swan, J. E.(1989)。Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing，53(2)，21-35。  new window
18.Garbarino, E.、Johnson, M. S.(1999)。The difference roles of satisfaction, trust, and commitment in customer relationships。Journal of Marketing，63(2)，70-87。  new window
19.Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2000)。Switching barriers and repurchase intentions in services。Journal of Retailing，76(2)，259-274。  new window
20.Sharma, N.、Patterson, P. G.(2000)。Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services。International Journal of Service Industry Management，11(5)，470-490。  new window
21.Andreassen, Tor Wallin、Lindestad, Bodil(1998)。Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise。International Journal of Service Industry Management，9(1)，7-23。  new window
22.Parasuraman, Arun、Berry, Leonard L.、Zeithaml, Valarie A.(1991)。Understanding Customer Expectations of Service。MIT Sloan Management Review，32(3)，39-48。  new window
23.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
24.Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management，16(2)，399-432。  new window
25.Smith, A. K.、Bolton, R. N.(2002)。The Effect of Customers' Emotional Responses to Service Failures on their Recovery Effort Evaluations and Satisfaction Judgements。Academy of Marketing Science，30(1)，5-23。  new window
26.Anderson, J. C.、Gerbing, D. W.(1998)。Structural Equation Modeling in Practice: A Review and Recommended Two-step Approach。Psychological Bulletin，103(3)，411-423。  new window
27.Blodgett, Jeffrey G.、Granbois, Donald H.、Walters, Rockney G.(1993)。The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and Repatronage Intentions。Journal of Retailing，69(4)，399-428。  new window
28.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
29.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing，49(4)，41-50。  new window
30.Bettencourt, Lance A.(1997)。Customer voluntary performance: customers as partners in service delivery。Journal of Retailing，73(3)，383-406。  new window
31.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
32.Bitner, Mary Jo、Booms, Bernard Henry、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable and Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
33.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research，10(4)，398-409。  new window
34.Singh, Jagdip(1990)。Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories。Journal of the Academy of Marketing Science，18(1)，1-15。  new window
35.Smith, Amy K.、Bolton, Ruth N.、Wagner, Janet(1999)。A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery。Journal of Marketing Research，36(3)，356-372。  new window
36.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, A.(1993)。The Nature and Determinants of Customer Expectations of Service。Journal of the Academy of Marketing Science，21(1)，1-12。  new window
37.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
38.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
39.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。  new window
學位論文
1.黃文翰(2002)。服務補救不一致、服務補救後滿意度與消費者後續行為意圖之關係研究(碩士論文)。國立東華大學。  延伸查詢new window
2.林隆偉(2004)。企業形象對員工組織承諾影響之研究(碩士論文)。國立中正大學。  延伸查詢new window
3.林長壽(2001)。顧客抱怨及抱怨補救行為之研究－五星級銀髮族高級住宅行為之實證調查(碩士論文)。淡江大學。  延伸查詢new window
4.林孟樺(2005)。服務補救策略權變方法之研究--以服務失誤類型、失誤嚴重性、失誤歸因及顧客涉入為干擾變數(碩士論文)。國立中興大學。  延伸查詢new window
5.邱玉妮(2002)。顧客組織承諾、顧客參與過程與服務補救後滿意度關聯性之研究(碩士論文)。中國文化大學。  延伸查詢new window
6.楊英宗(2005)。由雙因子承諾觀點探討顧客持續及支持意圖之影響因素：以行動電話系統服務業為例(碩士論文)。國立臺北大學。  延伸查詢new window
7.凌儀玲(2000)。服務接觸中認知腳本之研究(博士論文)。國立中山大學。new window  延伸查詢new window
8.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.Thibaut, John、Walker, Laurens(1975)。Procedural justice: A psychological analysis。Lawrence Erlbaum Associates, Inc.。  new window
2.Homans, George Caspar(1961)。Social behavior: Its elementary forms。Harcourt, Brace & World, Inc.。  new window
圖書論文
1.Leventhal, G. S.、Karuza, J.、Fry, W. R.(1980)。Beyond fairness: A theory of allocation preferences。Justice and Social interaction: Experimental and theoretical contributions, from psychological research。New York：Springer-Verlag。  new window
2.Clemmer, E. C.(1993)。An Investigation into the Relationship of Fairness and Customer Satisfaction with Services。Justice in the Workplace: Approaching Fairness in Human Resource Management。Hillsdale, NJ：Lawrence Erlbaum。  new window
3.Adams, John Stacey(1965)。Inequity in social exchange。Advances in experimental social psychology。Academic Press。  new window
 
 
 
 
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