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題名：服務無形性與顧客衡量補救效果之研究
書刊名：服務業管理評論
作者：鄭紹成／王雪瀞
作者(外文)：Cheng, Shao-cheng／Wang, Hsueh-ching
出版日期：2006
卷期：2:2
頁次：頁1-32
主題關鍵詞：無形性；服務補救期望；服務補救；Intangibility；Service recovery expectation；Service recovery
原始連結：連回原系統網址new window
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  • 點閱點閱:11
期刊論文
1.Brown, S. W.(1997)。Service recovery through IT: Complaint hankling will differentiate firms in the future。Marketing Management，6(3)，25-27。  new window
2.Dearden, J.(1978)。Cost accounting comes to services industries。Harvard Business Review，56(5)，132-140。  new window
3.Edgett, S.、Jones, S.(1991)。New product development in the finacial services industry: A case study。Journal of marketing management，7(3)，35-49。  new window
4.Geroge, W.、Berry, L.(1981)。Guidelines for the advertising of service。Business Horizons，24(4)，59-72。  new window
5.Johnson, R. E.(1970)。Recall of prose as a function of the structural importance of linguistic units。Journal of Verbal Learning and Verbal Behavior，9(1)，12-20。  new window
6.Levitt, T.(1981)。Marketing intangibility products and product intangibles。Harvard Business Review，59(1)，94-102。  new window
7.Lovelock, C. H.(1984)。Strategies for managing demand in capacity-constrained service organizations。Service Industries Journal，4(1)，12-30。  new window
8.Bebko, C. P.(2000)。Service intangibility and its impact on consumer expectations of service quality。Journal of Service Marketing，14(1)，9-26。  new window
9.Brown, S. W.、Swartz, T. A.(1989)。Gap analysis of professional service quality。Journal of Marketing，53(4)，92-98。  new window
10.DeWitt, T.、Brady, M. K.(2003)。Rethinking Service Recovery Strategies。Journal of Service Research，6(2)，193-207。  new window
11.Fimstahl, T. W.(1989)。My employees are my service guarantee。Harvard Business Review，67(4)，28-32。  new window
12.Jeuland, Abel P.(1979)。Brand choice inertia as one aspect of the notion of brand loyalty。Management Science，25(7)，671-682。  new window
13.Price, L. L.、Arnould, E. J.、Deibler, S. L.(1995)。The influence of the services provider。The Journal of Service Marketing，6(3)，34-42。  new window
14.Takacs, S. J.、Freiden, J. B.(1998)。Changes on the electronic frontier: Growth and opportunity of the world-wide web。Journal of Marketing Theory and Parctice，11(2)，24-37。  new window
15.Wakefield, K. L.、Blodgett, J. G.(1999)。Customer response to intangible and tangible service factor。Journal of Psychology and Marketing，16(1)，51-68。  new window
16.Wellen, J.(1999)。Customer loyalty in the fact of change。Discount store News，38(5)，8-12。  new window
17.McDougall, G.、Snetsinger, D.(1990)。The intangible of service: measurement and competitive perspectives。Journal of Service Marketing，4(2)，27-40。  new window
18.Onkvisit, S.、Shaw, J. J.(1989)。Service marketing: Image, branding, and competition。Business Horizons，32(1)，13-18。  new window
19.Rushton, A. M.、Carson, D. J.(1989)。The marketing of services: Managing the intangibles。European Journal of Marketing，23(8)，23-44。  new window
20.Peters, T. J.(1978)。Symbols, patterns and settings: An optimistic case for getting things done。Organizational Dynamics，7(2)，2-23。  new window
21.Craighead, C. W.、Karwan, K. R.、Miller, J. L.(2004)。The Effects of Severity of Failure and Customer Loyalty on Service Recovery Strategies。Production and Operations Management，13(4)，307-321。  new window
22.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
23.Judd, Robert C.(1964)。The Case for Redefining Service。Journal of Marketing，28(1)，58-59。  new window
24.Mattila, A. S.、Patterson, P. G.(2004)。Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts。Journal of Service Research，6(4)，336-346。  new window
25.Rathmell, J. M.(1966)。What is Meant by Service?。Journal of Marketing，30(4)，32-36。  new window
26.Cardozo, R. N.(1965)。An experimental study of consumer effort expectation and satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
27.Cooper, R. G.、de Brentani, U.(1991)。New industrial financial services: What distinguishes the winners。Journal of Product Innovation Management，8(2)，75-90。  new window
28.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
29.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
30.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。  new window
31.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
32.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
33.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
34.Gronroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceive Serviced Quality。Review of Business，9(3)，10-13。  new window
35.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
36.Andreassen, T. W.(1999)。What drives customer loyalty with complaint resolution。Journal of Service Research，1(4)，324-332。  new window
37.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
38.Zemke, R.、Bell, C.(1990)。Service recovery: Doing it right in second time。Training，27(6)，42-48。  new window
39.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
40.Berry, L. L.(1980)。Services Marketing Is Different。Business，30(3)，24-29。  new window
41.Cunningham, Ross M.(1956)。Brand loyalty: What, where, how much?。Harvard Business Review，34(1)，116-128。  new window
42.Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing，41(2)，73-80。  new window
43.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
44.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
45.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
46.Regan, William J.(1963)。The Service Revolution。Journal of Marketing，27(3)，57-62。  new window
47.Hoffman, K. Douglas、Kelley, Scott W.、Rotalsky, Holly M.(1995)。Tracking Service Failures and Employee Recovery Efforts。Journal of Services Marketing，9(2)，49-61。  new window
48.Andreassen, Tor Wallin(2000)。Antecedents to Satisfaction with Service Recovery。European Journal of Marketing，34(1/2)，156-175。  new window
49.Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing，12(1)，7-22。  new window
50.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
51.Blodgett, Jeffrey G.、Wakefield, Kirk L.、Barnes, James H.(1995)。The effects of consumer service on consumer complaining behavior。Journal of Service Marketing，9(4)，31-42。  new window
52.Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。  new window
53.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。  new window
54.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
55.Gilly, Mary C.、Gelb, Betsy D.(1982)。Post-purchase consumer processes and the complaining consumer。Journal of Consumer Research，9(3)，323-328。  new window
56.Hart, Christopher W. L.(1988)。The power of unconditional service guarantee。Harvard Business Review，66(4)，54-62。  new window
57.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
58.Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management，26(5)，467-473。  new window
59.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
60.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
61.Robertson, Thomas S.、Gatignon, Hubert(1986)。Competitive effects on technology diffusion。Journal of Marketing，50(3)，1-12。  new window
62.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
63.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research，4(1)，149-154。  new window
64.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
65.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
66.Blodgett, Jeffrey G.、Hill, Donna J.、Tax, Stephen S.(1997)。The Effects of Distributive, Procedural, and Interactional Justice on Post-Complaint Behavior。Journal of Retailing，73(2)，185-210。  new window
67.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science，28(1)，150-167。  new window
68.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect。Harvard Business Review，73(6)，88-99。  new window
69.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality。Journal of Retailing，64(1)，12-40。  new window
70.Murray, Keith B.、Schlacter, John L.(1990)。The Impact of Services Versus Goods on Consumers: Assessment of Perceived risk and Variability。Journal of the Academy of Marketing Science，18(1)，51-65。  new window
71.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.Bateson, Gregory(1979)。Mind and nature: A necessary unity。New York：Bantam Books。  new window
2.Bateson, J.(1977)。Do we need service marketing, marketing services: New insights。Cambridge：Marketing Science Institute。  new window
3.Hostage, G. M.(1975)。Harvard business review-quality control in a service business。Boston：Harvard Business School Press。  new window
4.Guest, Lester P.(1995)。Customer Loyalty: How to Earn It, How to Keep It。Simmon and Schuster。  new window
5.Heskett, J. L.(1986)。Managing in the service economy。Boston, Massachusetts：Harvard Business School Press。  new window
6.Leppard, J.、Molyneux, L.(1994)。Auditing your customer service。New York：Routledge。  new window
7.Lovelock, C. H.(1999)。Services marketing。Prentice Hall。  new window
8.Rathmell, J. M.(1974)。Marketing in the service sector。London：Cambridge。  new window
9.Lowenstein, M. W.(1997)。The customer loyalty pyramid。Connecticut：Greenwood Publishing。  new window
10.Rust, Roland T.、Zahorik, A. J.、Keiningham, T. L.(1996)。Service marketing。New York：HarperCollins。  new window
11.Lovelock, C. H.(1991)。Develop frameworks for understanding service marketing。New Jersey：Prentice Hall。  new window
12.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
13.Loudon, David L.、Bitta, Albert J. Della(1998)。Consumer Behavior: Concepts and Applications。McGraw-Hill。  new window
圖書論文
1.Guseman, D.(1981)。Service marketing: The challenge of stagflation。Marketing of services。Chicago：American Marketing Association。  new window
2.Yi, Youjae(1993)。The determinants of customer satisfaction: The moderating role of ambiguity。Advance in consumer research。  new window
 
 
 
 
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