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題名：服務保證、服務失誤歸因對消費者再購意願影響之研究
書刊名：服務業管理評論
作者：鄭紹成／黃琪雯／王雪瀞
作者(外文)：Cheng, Shao-cheng／Huang, Chi-wen／Wang, Hsueh-ching
出版日期：2007
卷期：3:1
頁次：頁43-80
主題關鍵詞：服務保證；服務失誤；歸因理論；再購意願；Service guarantee；Service failure；Attribution theory；Repurchase intention
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(0) 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:0
  • 共同引用共同引用:34
  • 點閱點閱:27
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.Best, A.、Andreasen, A. R.(1977)。Consumer response to unsatisfactory purchases: A study of perceiving defects, voicing complaint, and obtaining redress。Law and Society，11(1)，701-742。  new window
3.Weiner, B.、Graham, S.、Chandler, C. C.(1982)。Pity, anger and guilt: An attributional analysis。Personality and Social Psychology Bulletin，8，226-232。  new window
4.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
5.Floyd, K.、Voloudakis, M.(1999)。Affectionate behavior in adult platonic friendships: Interpreting and evaluating expectancy violations。Human Communication Research，25(1)，341-369。  new window
6.Wirtz, J.、Kum, D.(2001)。Designing service guarantee: is full satisfaction the best you can guarantee。Journal of Service Marketing，15(2)，282-299。  new window
7.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
8.Kumar, P.、Kalwani, M.、Dada, M.(1997)。The Impact of Waiting Time guarantesson Consumers Waiting Experience。Marketing Science，16(4)，295-314。  new window
9.Weiner, B.(1985)。Spontaneous' Causal Thinking。Psychological Bulletin，99，186-200。  new window
10.Wirtz, J.(1998)。Development of a Service Guarantee Model。Asia Pacific Journal of Management，15(1)，51-75。  new window
11.Wang, Kuo-Ching、Hsieh, An-Tien、Huan, Tzung-Cheng(2000)。Critical service features in group package tour: An exploratory research。Tourism Management，21(2)，177-189。  new window
12.Brown, S. W.(1997)。Service Recovery through IT: Complaint handling will differentiate firms in the future。Marketing Management，6(3)，25-27。  new window
13.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
14.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
15.Ahmad, S.(2002)。Service failure and customer defection: A closer look at online shopping experiences。Managing Service Quality，12(1)，19-29。  new window
16.Blodgett, J. G.、Hill, D. J.、Tax, S. S.(1997)。The effects of distributive, procedural, and international justice on post-complaint behavior。Journal of Retailing，75(2)，185-210。  new window
17.Etorre, B.(1994)。Conference offers answers for tough times。Hotel and Motel Management，207(15)，18-23。  new window
18.Folkes, V. S.(1988)。Recent attribution research in consumer behavior: A review and new direction。Journal of Consumer Research，14(2)，548-565。  new window
19.Fomell, C.、Wemerfelt, B.(1987)。Defensive marketing strategy by customer management: A theoretical analysis。Journal of Marketing，24(11)，337-346。  new window
20.Green, S. G.、Linden, R. C.(1980)。Contextual and attributional influences on control decision。Journal of Applied Psychology，13(2)，453-458。  new window
21.Hill, A. V.(1995)。Cited in putting your money where your mouth is。Journal of Services marketing，9(3)，53-55。  new window
22.Kashyap(2001)。The effects of service guarantee on external and internal markets。Academy of Marketing Science Review，10，1-19。  new window
23.Lewis, A.(1993)。Service guarantee in outpatient clinics: A case study。Operations Research，27(4)，629-667。  new window
24.Lewis, B. R.、Sotiris, S.(2001)。Service failure and recovery in retail banking; the customer’s perspective。The international Journal of Bank Marketing，19(1)，37-48。  new window
25.Maher, D.(1992)。Service guarantee。Management，43(4)，22-24。  new window
26.Maxham, J. G.、Netemeyer, R. G.(2002)。A longitudinal study of complaining customers' evaluations of multiple service evaluations of multiple service failures and recovery efforts。Journal of Marketing，66(4)，57-71。  new window
27.Ostrom, A. L.、Iacobucci, D.(1998)。The effect of guarantee on consumers’ evaluation of services。The Journal of Service Marketing，72(5)，362-378。  new window
28.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
29.Levesque, T. J.、McDougall, G. H. G.(2000)。Service problems and recovery strategies: an experiment。Canadian Journal of Administrative Sciences，17(1)，20-37。  new window
30.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
31.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
32.Oliver, R. L.、Desarbo, W. S.(1988)。Response determinants in satisfaction judgement。Journal of Consumer Research，14(3)，495-507。  new window
33.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
34.Gilly, M. C.(1987)。Post Complaint Processes: From Organizational Response to Repurchase Behavior。Journal of Consumer Affair，21(2)，293-313。  new window
35.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
36.Peter, J. P.(1979)。Reliability: A review of psychometric basics and recent marketing practices。Journal of Marketing Research，16(1)，6-17。  new window
37.Smith, A. K.、Bolton, R. N.(1998)。An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?。Journal of Service Research，1(1)，65-81。  new window
38.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
39.Smith, Craig A.、Ellsworth, Phoebe C.(1985)。Patterns of Cognitive Appraisal in Emotion。Journal of Personality and Social Psychology，48(4)，813-838。  new window
40.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。  new window
41.Firnstahl, T. W.(1989)。My employees are my service guarantees。Harvard Business Review，67(4)，4-8。  new window
42.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research，10(4)，398-409。  new window
43.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
44.Grönroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceived Service Quality。Review of Business，9(3)，10-13。  new window
45.Hart, Christopher W. L.(1988)。The power of unconditional service guarantee。Harvard Business Review，66(4)，54-62。  new window
46.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
47.Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management，26(5)，467-473。  new window
48.Kelley, S. W.、Davis, M. A.(1994)。Antecedents to Consumer Expectation for Service Recovery。Journal of the Academy Marketing Science，22(1)，52-61。  new window
49.Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review，40(1)，75-88。  new window
50.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
51.Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing，63(4_suppl 1)，33-44。  new window
52.Folkes, V. S.、Koletsky, S.、Graham, J. L.(1987)。A field study of causal inferences and consumer reaction: The view from the airport。Journal of Consumer Research，13(4)，534-539。  new window
53.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
54.Fiske, Susan T.(1980)。Attention and Weight in Person Perception: The Impact of Negative and Extreme Behavior。Journal of Personality and Social Psychology，38(6)，889-906。  new window
會議論文
1.Cheng, S. C.、Wang, H. C.、Liang, W. J.、Sung, M. F.(20040527)。The preferred service guarantee for group package tours in Taiwan: The customer’s viewpoint。Second Asia-Pacific CHRIE Conference。Hong Kong Polytechnic University。  new window
學位論文
1.鄭紹成(1997)。服務業服務失誤、挽回服務與顧客反應之研究(博士論文)。文化大學。new window  延伸查詢new window
圖書
1.Desatnick, R. L.(1988)。Managing to Keep the Customer。Boston, MA：Houghton Mifflin。  new window
2.周文賢(2004)。多變量統計分析：SAS／STAT使用方法。智勝文化事業有限公司。  延伸查詢new window
3.Swartz, T. A.、Iacobucci, D.(2000)。Handbook of service marketing and management。Sage Publication, Inc.。  new window
4.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
5.Weiner, Bernard(1986)。An attributional theory of motivation and emotion。New York：Springer-Verlag。  new window
6.Heider, Fritz(1958)。The Psychology of Interpersonal Relations。John Wiley & Sons, Inc.。  new window
7.Weiner, B.(1980)。Human motivation。New York：Holt, Rinehart & Winston。  new window
8.Berry, Leonard L.、Parasuraman, A.(1991)。Marketing Service。Free Press。  new window
其他
1.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，http://www.travel.org.tw。  延伸查詢new window
2.行政院主計處(2005)。重要社經指標，http://www.dgbas.gov.tw。  延伸查詢new window
3.李禮仲(2004)。提昇知識型服務業以促進台灣經濟發展，http://www.npf.org.tw/PUBLICATION/FM/093/FM-C-093-090.htm。  延伸查詢new window
圖書論文
1.Gremler, D. D.、Bitner, M. J.(1992)。Classifying service encounter satisfaction across industries。Marketing theory and applications。Chicago, Illinois：American Marketing Association。  new window
2.Kelley, H. H.(1967)。Attribution Theory in Social Psychology。Nebraska symposium on motivation。University of Nebraska Press。  new window
 
 
 
 
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