服務無形性與顧客衡量補救效果之研究__臺灣人文及社會科學引文索引資料庫

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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
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:0 點閱:16

期刊論文
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7.	Lovelock, C. H.(1984)。Strategies for managing demand in capacity-constrained service organizations。Service Industries Journal，4(1)，12-30。
8.	Bebko, C. P.(2000)。Service intangibility and its impact on consumer expectations of service quality。Journal of Service Marketing，14(1)，9-26。
9.	Brown, S. W.、Swartz, T. A.(1989)。Gap analysis of professional service quality。Journal of Marketing，53(4)，92-98。
10.	DeWitt, T.、Brady, M. K.(2003)。Rethinking Service Recovery Strategies。Journal of Service Research，6(2)，193-207。
11.	Fimstahl, T. W.(1989)。My employees are my service guarantee。Harvard Business Review，67(4)，28-32。
12.	Jeuland, Abel P.(1979)。Brand choice inertia as one aspect of the notion of brand loyalty。Management Science，25(7)，671-682。
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。
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。
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。
16.	Wellen, J.(1999)。Customer loyalty in the fact of change。Discount store News，38(5)，8-12。
17.	McDougall, G.、Snetsinger, D.(1990)。The intangible of service: measurement and competitive perspectives。Journal of Service Marketing，4(2)，27-40。
18.	Onkvisit, S.、Shaw, J. J.(1989)。Service marketing: Image, branding, and competition。Business Horizons，32(1)，13-18。
19.	Rushton, A. M.、Carson, D. J.(1989)。The marketing of services: Managing the intangibles。European Journal of Marketing，23(8)，23-44。
20.	Peters, T. J.(1978)。Symbols, patterns and settings: An optimistic case for getting things done。Organizational Dynamics，7(2)，2-23。
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。
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。
23.	Judd, Robert C.(1964)。The Case for Redefining Service。Journal of Marketing，28(1)，58-59。
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。
25.	Rathmell, J. M.(1966)。What is Meant by Services?。Journal of Marketing，30(4)，32-36。
26.	Cardozo, R. N.(1965)。An experimental study of consumer effort expectation and satisfaction。Journal of Marketing Research，2(3)，244-249。
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。
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。
29.	Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。
30.	Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。
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。
32.	Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。
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。
34.	Gronroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceive Serviced Quality。Review of Business，9(3)，10-13。
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。
36.	Andreassen, T. W.(1999)。What drives customer loyalty with complaint resolution。Journal of Service Research，1(4)，324-332。
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。
38.	Zemke, R.、Bell, C.(1990)。Service recovery: Doing it right in second time。Training，27(6)，42-48。
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。
40.	Berry, L. L.(1980)。Services Marketing Is Different。Business，30(3)，24-29。
41.	Cunningham, Ross M.(1956)。Brand loyalty: What, where, how much?。Harvard Business Review，34(1)，116-128。
42.	Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing，41(2)，73-80。
43.	Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。
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。
45.	Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。
46.	Regan, William J.(1963)。The Service Revolution。Journal of Marketing，27(3)，57-62。
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。
48.	Andreassen, Tor Wallin(2000)。Antecedents to Satisfaction with Service Recovery。European Journal of Marketing，34(1/2)，156-175。
49.	Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline Customers。Journal of Services Marketing，12(1)，7-22。
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。
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。
52.	Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。
53.	Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。
54.	Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。
55.	Gilly, Mary C.、Gelb, Betsy D.(1982)。Post-purchase consumer processes and the complaining consumer。Journal of Consumer Research，9(3)，323-328。
56.	Hart, Christopher W. L.(1988)。The power of unconditional service guarantee。Harvard Business Review，66(4)，54-62。
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。
58.	Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management，26(5)，467-473。
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。
60.	Robertson, Thomas S.、Gatignon, Hubert(1986)。Competitive effects on technology diffusion。Journal of Marketing，50(3)，1-12。
61.	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。
62.	Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research，4(1)，149-154。
63.	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。
64.	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。
65.	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。
66.	Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect。Harvard Business Review，73(6)，88-99。
67.	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。
68.	Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。
69.	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。
70.	Parasuraman, Ananthanarayanan Parsu、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。
71.	Parasuraman, Ananthanarayanan Parsu、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。

圖書
1.	Bateson, Gregory(1979)。Mind and nature: A necessary unity。New York：Bantam Books。
2.	Bateson, J.(1977)。Do we need service marketing, marketing services: New insights。Cambridge：Marketing Science Institute。
3.	Hostage, G. M.(1975)。Harvard business review-quality control in a service business。Boston：Harvard Business School Press。
4.	Guest, Lester P.(1995)。Customer Loyalty: How to Earn It, How to Keep It。Simmon and Schuster。
5.	Heskett, J. L.(1986)。Managing in the service economy。Boston, Massachusetts：Harvard Business School Press。
6.	Leppard, J.、Molyneux, L.(1994)。Auditing your customer service。New York：Routledge。
7.	Lovelock, C. H.(1999)。Services marketing。Prentice Hall。
8.	Rathmell, J. M.(1974)。Marketing in the service sector。London：Cambridge。
9.	Lowenstein, M. W.(1997)。The customer loyalty pyramid。Connecticut：Greenwood Publishing。
10.	Rust, Roland T.、Zahorik, A. J.、Keiningham, T. L.(1996)。Service marketing。New York：HarperCollins。
11.	Lovelock, C. H.(1991)。Develop frameworks for understanding service marketing。New Jersey：Prentice Hall。
12.	Loudon, David L.、Bitta, Albert J. Della(1998)。Consumer Behavior: Concepts and Applications。McGraw-Hill。
13.	Zeithaml, Valarie A.、Bitner, Mary Jo、Gremler, Dwayne D.(1996)。Services Marketing。McGraw-Hill。

圖書論文
1.	Guseman, D.(1981)。Service marketing: The challenge of stagflation。Marketing of services。Chicago：American Marketing Association。
2.	Yi, Youjae(1993)。The determinants of customer satisfaction: The moderating role of ambiguity。Advance in consumer research。

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