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題名:顧客對於服務業者處理抱怨後的評價:知覺公平、生氣、生氣特質與行為意圖間之關係
書刊名:商管科技季刊
作者:黃營杉王家福
作者(外文):Hwang, Ing-sanWang, Jia-fure
出版日期:2009
卷期:10:1
頁次:頁117-143
主題關鍵詞:分配公平程序公平互動公平生氣生氣特質中介效果干擾作用Distribution justiceProcedure justiceInteraction justiceAngerTrait angerMediation effectModeration effect
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:12
  • 點閱點閱:40
期刊論文
1.陳志遠、藍政偉(20001200)。消費者抱怨行為、抱怨處理方式及其抱怨處理後行為之研究。企業管理學報,48,139-172。new window  延伸查詢new window
2.Blodgett, J. G.、Granbois, D. H.、Walters, R. G.(1993)。The effects of perceived justice on complainants' negative word-of-mouth and repatronage intentions。Journal of Retailing,69(4),399-428。  new window
3.Homburg, Christian、Fürst, Andreas(2005)。How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach。Journal of Marketing,69(3),95-114。  new window
4.Seiders, K.、Berry, L. L.(1998)。Service Fairness: What It Is and Why It Matters?。Academy of Management Executive,12(2),8-20。  new window
5.Rupp, Deborah E.、Spencer, Sharmin(2006)。When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions。Journal of Applied Psychology,91(4),971-978。  new window
6.Casado Díaz, A. B.、Más Ruíz, F. J.(2002)。The consumer's reaction to delays in service。International Journal of Service Industry Management,13(2),118-140。  new window
7.Skarlicki, D. P.、Folger, R.、Tesluk, P.(1999)。Personality as a Moderator in the Relationship between Fairness and Retaliation。Academy of Management Journal,42(1),100-108。  new window
8.Kalamas, M.、Laroche, M.、Makdessian, L.(2008)。Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures。Journal of Business Research,61(8),813-824。  new window
9.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
10.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
11.Bem, D. J.、Andrea, A.(1974)。On predicting some of the people some of the time: The search for cross-situational consistencies in behavior。Psychological Review,81(6),506-520。  new window
12.Thibaut, John W.、Walker, Laurens(1978)。A theory of procedure。California Law Review,66(3),541-566。  new window
13.Ruth, J. A.、Brunei, F. F.、Otnes, C. C.(2002)。Linking thoughts to feelings: Investigating cognitive appraisals and consumption emotions in a mixed-emotions context。Journal of the Academy of Marketing Science,30(1),44-58。  new window
14.Baron, R. M.、Kenny, D. A.(198612)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。  new window
15.Brehm, J. W.(1999)。The intensity of emotion。Personality and Social Psychology Review,3(1),2-22。  new window
16.Stanton, J. M.(1998)。An empirical assessment of data collection using the Internet。Personnel Psychology,51,709-725。  new window
17.Bagozzi, Richard P.、Gopinath, Mahesh、Nyer, Prashanth U.(1999)。The role of emotions in marketing。Journal of the Academy of Marketing Science,27(2),184-206。  new window
18.Armstrong, J. S.、Overton, T. S.(1997)。Estimating non-response bias in mail surveys。Journal of Marketing Research,14(3),396-402。  new window
19.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
20.Ping, Robert A. Jr.(1993)。The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect。Journal of Retailing,69(3),320-352。  new window
21.Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management,16(2),399-432。  new window
22.Maxham, J. G. III、Netemeyer, R. G.(2003)。Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling。Journal of Marketing,67(1),46-62。  new window
23.Weiss, H. M.、Suckow, K.、Cropanzano, R.(1999)。Effects of justice conditions on discrete emotions。Journal of Applied Psychology,84(5),786-794。  new window
24.Westbrook, Robert A.(1987)。Product/Consumption-Based Affective Responses and Postpurchase Processes。Journal of Marketing Research,24(3),258-270。  new window
25.張重昭、韓維中、張心馨(20030600)。服務缺失、顧客歸因與補救回復措施之顧客滿意度模式。企業管理學報,57,129-162。new window  延伸查詢new window
26.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
27.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
28.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
29.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
30.Allport, G. W.(1931)。What is a trait of a personality?。Journal of Abnormal and Social Psychology,25,368-372。  new window
31.Barclay, L. J.、Skarlicki, D. P.、Pugh, S. D.(2005)。Exploring the role of emotions in injustice perceptions and retaliation。Journal of Applied Psychology,90(4),629-643。  new window
32.Bies, R. J.、Shapiro, D. L.(1987)。Interactional fairness judgments: The influence of casual accounts。Social Justice Research,1,199-218。  new window
33.Bougie, R.、Pieters, R.、Zeelenberg, M.(2003)。Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services。Journal of the Academy of Marketing Science,31(4),377-393。  new window
34.Deffenbacher, J. L.、Oetting, E. R.、Thwaites, G. A.、Lynch, R. S.、Baker, D. A.、Stark, R. S.、Thacker, S.、Eiswerth-Cox, L.(1996)。State-trait anger theory and the utility of the trait anger scale。Journal of Counselling Psychology,43(2),131-148。  new window
35.Estelami, H.(2000)。Competitive and procedural determinants of delight and disappointment in consumer complaint outcomes。Journal of Service Research,2(3),285-300。  new window
36.Folkes, V. S., Koletsky, S.,、Graham, J.(1987)。A field study of causal inferences and consumer reacrion: The view from the airport。Journal of Consumer Research,13(2),534-539。  new window
37.Funches, V.、Markley, M.、Davis, L.(2009)。Reprisal, retribution and requital: Investigating customer retaliation。Journal of Business Research,62(2),231-238。  new window
38.Goldman, B. M.(2003)。The application of referent cognitions theory to legal-claining by terminated workers: The role of organizational justice and anger。Journal of Management,29(5),705-728。  new window
39.Grégoire Y.、Fisher R. J.(2008)。Customer betrayal and retaliation: When your best customers become your worst enemies。Journal of the Academy of Marketing Science,36(2),247-261。  new window
40.Hassebrauck, M.(1986)。Ratings of distress as a function of degree and kind of inequity。Journal of Social Psychology,126(2),269-270。  new window
41.Kuppens, P., Van Mechelen, I., Smits, D. J. M., De Boeck, P.,、Ceulemans, E.(2007)。Individual differences in patterns of appraisal and anger experience。Cognition and Emotion,21(4),689-713。  new window
42.Otto, S. D., Parry, B. L., Payne, C. R., Huef ner, J. C.,、Hunt, H. K.(2004)。When consumers get upset: Modeling the cost of store avoidance。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,17,42-53。  new window
43.Palmer, A., Rosalind, B.,、Keown-McMullan, C.(2000)。Equity and repurchase intention following service failure。The Journal of Service Marketing,14(6),513-514。  new window
44.Parrott, D. J.、Zeichner, A.、Evces, M.(2005)。Effect of trait anger on cognitive processing of emotional stimuli。The Journal of General Psychology,132(1),67-80。  new window
45.Schneider, B.,、Bowen, D. E.(1999)。Understanding consumer delight and outrage。Sloan Management Review,41(1),35-46。  new window
46.Shaver P. Schwartz J. Kirson D.、O’Connor C.(1987)。Emotion knowledge: Further explanation of a prototype approach。Journal of Personality and Social Psychology,52(6),1061-1086。  new window
47.Sprecher, S.(1992)。How men and women expect to feel and behave in response to inequity in close relationships。Social Psychology Quarterly,55(1),57-69。  new window
48.Tax, S. S., Brown, S. W.,、Chandrashekaran, M.(1998)。Customer evaluation of service complaint experiences: Implications for relationship marketing。Journal of Marketing,62(2),60-77。  new window
49.Voorhees, C. M., Brady, M. K.,、Horowitz , D. M.(2006)。A voice from the silent masses: An exploratory and comparative analysis of noncomplainers。Journal of the Academy of Marketing Science,34(4),514-527。  new window
圖書
1.Averill, James R.(1982)。Anger and aggression: An essay on emotion。New York, NY:Springer Verlag。  new window
2.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ:Prentice-Hall。  new window
3.Homans, George Caspar(1961)。Social behavior: Its elementary forms。Harcourt, Brace & World, Inc.。  new window
4.Cohen, Jacob、Cohen, Patricia、West, Stephen G.、Aiken, Leona S.(2003)。Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences。Lawrence Erlbaum Associates, Inc.。  new window
5.Dubé L.、Maute M.(1996)。The antecedents of brand switching, brand loyalty and verbal responses to service failure。Advances in service marketing and management: Research and practice。CT。  new window
6.Folger R.(1993)。Reactions to mistreatment at work。Social psychology in organizations: Advances in theory and research。NJ。  new window
7.Lind, E. A.,、Tyler, T. R.(1988)。The social psychology of procedure justice。NY。  new window
8.Mikula, G.(1986)。The experience of injustice。Justice in social relations。NY。  new window
9.Spielberger, C., Jacob, G., Russell, S.,、Cran e, R. S.(1983)。Assessment of anger: The state-trait anger scale。Advances in personality assessment。NJ。  new window
10.Spielberger, C., Sydeman, S., Owen, A.,、March, B.(1999)。Measuring anxiety and anger with the state-trait anxiety inventory (STAI) and the state-trait anger expression inventory (STAXI)。The use of psychological testing for treatment planning and outcomes assessment (2nd ed.)。NJ。  new window
圖書論文
1.Kenny, D. A.、Kashy, D. A.、Bolger, N.(1998)。Data analysis in social psychology。Handbook of social psychology。New York:McGraw-Hill。  new window
2.Adams, John Stacey(1965)。Inequity in social exchange。Advances in experimental social psychology。Academic Press。  new window
 
 
 
 
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