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題名:服務補救、知覺公平、知覺風險與顧客價值之因果關係研究--以旅館業為例
書刊名:中臺學報
作者:張宏生 引用關係
作者(外文):Chang, Hong-shen
出版日期:2007
卷期:18:4
頁次:頁49-76
主題關鍵詞:服務補救知覺公平知覺風險顧客價值Service recoveryPerceived justicePerceived riskCustomer value
原始連結:連回原系統網址new window
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  • 點閱點閱:32
期刊論文
1.Oliver, Richard L.、Swan, John E.(198904)。Consumer Perceptions of International Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing,53(2),21-35。  new window
2.Weun, S.、Beatty, S. E.、Jones, M. A.(2004)。The impact of service failure severity on service recovery evaluations and post-recovery relationships。Journal of Service Marketing,18(2),133-147。  new window
3.Terrence, J. L.(2000)。Service problems and recovery strategies: An experiment revue comedienne des Sciences de l' administration。Canadian Journal of Administrative Sciences,3(1),20-37。  new window
4.Locander, W. B.、Hermann, P. W.(1979)。The Effect of Self-confidence and Anxiety on Information Seeking in Consumer Risk Reduction。Journal of Marketing Research,16(2),268-274。  new window
5.Fomell, C. C.、Wemerfeltcedil, B.(1987)。Defensive marketing strategy by customer complaint: A theoretical analysis。Journal of Marketing Research,24(4),337-346。  new window
6.Maxham III, J. G.、Netemeyer, R. G.(2001)。A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts。Journal of Marketing,66(4),57-71。  new window
7.Bowen, David E.、Lawler, Edward E. III(1995)。Empowering Service Employees。Sloan Management Review,36(4),73-84。  new window
8.Conlon, Donald E.、Murray, Noel M.(1996)。Customer perceptions of corporate responses to product complaints: the role of explanations。Academy of Management Journal,39(4),1040-1056。  new window
9.Lapidus, R. S.、Pinkerton, L.(1995)。Customer complaint situations: An equity theory。Psychology and Marketing,12(2),105-122。  new window
10.Schlesinger, L. A.、Heskett, J. L.(1991)。The service-driven service company。Harvard Business Review,2(1),71-81。  new window
11.Wong, Nancy Y.(2004)。The role of culture in the perception of service recovery。Journal of Business Research,57(9),957-964。  new window
12.Chang, C. C.(2006)。When service fails: The role of the salesperson and the customer。Psychology & Marketing,23(3),203-224。  new window
13.Stone, Robert N.、Gronhaug, Kjell(1993)。Peceived Risk: Further Considerations for the Marketing Discipline。European Journal of Marketing,27(3),39-50。  new window
14.Tax, S. S.、Brown, W. B.、Chandrashekaran, M.(1999)。Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing。Journal of Marketing,62(4),60-77。  new window
15.Westbrook, R. A.(198708)。Product/consumption-based affective re-sponses and postpurchase processes。Journal of Marketing Research,24(8),258-270。  new window
16.Boshoff, Christo(1997)。An experimental study of service recovery option。International Journal of Service Industry Management,8(2),110-130。  new window
17.Sweeney, Julian C.、Soutar, Geoffrey N.、Johnson, Lester W.(1999)。The Role of Perceived Risk in the Quality-value Relationship: A Study in a Retail Environment。Journal of Retailing,75(1),77-105。  new window
18.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review,55(4),75-88。  new window
19.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research,41(2),153-159。  new window
20.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
21.Gronroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceive Serviced Quality。Review of Business,9(3),10-13。  new window
22.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
23.Amy, K. S.、Ruth, N. B.、Janet, W.(1999)。A Model of Customer Satisfactionwith Service Encounters Involving Failure and Recovery。Journal of Marketing Research,36,356-372。  new window
24.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
25.Campbell, Donald T.、Fiske, Donald W.(1959)。Convergent and Discriminant Validation by Multitrait-Multimethod Matrix。Psychological Bulletin,56(2),81-105。  new window
26.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
27.Ramsey, R. P.、Sohi, R. S.(1997)。Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes。Journal of the Academy of Marketing Science,25(2),127-137。  new window
28.Harris, Katherine E.、Grewal, Dhruv、Mohr, Lois A.、Bernhardt, Kenneth L.(2006)。Consumer responses to service recovery strategies: The moderating role of online versus offline environment。Journal of Business Research,59(4),425-431。  new window
29.Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management,16(2),399-432。  new window
30.Zaichkowsky, Judith Lynne(1985)。Measuring the Involvement Construct。Journal of Consumer Research,12(3),341-352。  new window
31.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。  new window
32.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。  new window
33.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
34.Strahilevitz, Michal A.、Myers, John G.(1998)。Donations to Charity as Purchase Incentives: How Well They Work May Depend on What You Are Trying to Sell。Journal of Consumer Research,24(4),434-446。  new window
35.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research,1(3),236-249。  new window
36.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
37.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
38.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
39.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
40.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
41.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
42.Sheth, Jagdish N.、Newman, Bruce I.、Gross, Barbara L.(1991)。Why We Buy What We Buy: The Theory of Consumption Value。Journal of Business Research,22(2),159-170。  new window
圖書
1.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1992)。Multivariate Data Analysis。Upper Saddle River, NJ:Prentice Hall。  new window
2.Hirschman, Elizabeth C.、Holbrook, M. B.(1985)。Advances in Consumer Research。Provo, UT:Association for Consumer Research。  new window
3.Cooper, D. R.、Emory, C. W.(1995)。Business Research Method。Chicago, IL:Richard D. Irwin。  new window
4.Nunnally, J. C. Jr.(1970)。Introduction to Psychological Measurement。New York:McGraw-Hill。  new window
5.Jöreskog, Karl G.、Sörbom, Dag(1984)。Analysis of linear structural relationship by maximum likelihood。Chicago, IL:Scientific Press。  new window
6.Solomon, M. R.(1995)。Consumer behavior。New Jersey:London:Prentice-Hall:SAGE。  new window
7.Churchill, G. A. Jr.(1995)。Marketing Research: Methodological Foundations。The Dryden Press。  new window
8.DeVellis, Robert F.(1991)。Scale Development: Theory and Applications。Sage。  new window
9.Guilford, Joy Paul(1965)。Fundamental Statistics in Psychology and Education。McGraw-Hill。  new window
圖書論文
1.Clemmer, Elizabeth C.、Schneider, Benjamin(1996)。Fair Service。Advances in Services Marketing and Management。Bingley:Emerald。  new window
2.Lutz, Richard J.、Reilly, Patrick J.(1973)。A Exploration of the Effects of Perceived Social and Performance Risk on consumer Information Acquisition。Advances in Consumer Research。Urbana, IL:Associations for Consumer Research。  new window
3.Lai ,Albert Wenben(1995)。Consumer Values, Product Benefits and Customer Value: a Consumption Behavior Approach。NA-Advances in Consumer Research。Provo, UT:Association for Consumer Research。  new window
4.Cox, D. F.、Rich, S. U.(1967)。Perceived Risk and Consumer Decision Making--the Case of Telephone Shopping。Consumer Behavior。Boston, MA:Harvard University Press。  new window
5.Bauer, Raymond A.(1960)。Consumer Behavior as Risk Taking。Dynamic marketing for a Changing World。Chicago:American Marketing Association。  new window
 
 
 
 
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