臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：不同服務失誤歸因下透過服務補救顧客價值--以臺灣旅館業為例
書刊名：觀光旅遊研究學刊
作者：張宏生 引用關係／林璐安
作者(外文)：Chang, Hong-sheng／Lin, Lu-an
出版日期：2007
卷期：2
頁次：頁23-44
主題關鍵詞：服務補救；顧客價值；服務失誤歸因；旅館業；Service recovery；Customer value；Service failure attribution；Hotel industry
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:0
  • 點閱點閱:31
本研究目的旨在探討服務補救與顧客價值之間的關係，並進一步探索其內部結構的關係，與服務失誤歸因所扮演的調節變數關係。吾人透過具有高信度與效度之量表，以問卷訪談方式蒐集樣本資料。透過典型相關分析結果發現，功能價值主要受到服務補救之補償構面的影響，而情感價值主要受到服務補救之溝通、解釋構面的影響。再者，社會價值主要受到服務補救之有形性構面的影響，而嘗新價值主要受到服務補救之回饋構面的影響。最後，情境價值主要受到服務補救之授權構面的影響。在調節變數部分，在服務失誤嚴重性愈大時，各種服務補救對顧客價值的影響無顯著差異；在服務失誤可歸因於企業時，服務補救之溝通、解釋構面對顧客價值有顯著影響。實務上，本研究建議管理者可以採用最佳化投資於攸關的服務補救構面進行價值提昇策略，以提昇相對應的顧客價值。最後，本研究主要貢獻在於針對六個服務補救構面與五種顧客價值之間，提供一個新的「結構化」關係模型。
The purpose of this work is to elucidate how service recovery and customer value are related, and explores the internal composition and modulation effect of this relationship. Samples were collected using the questionnaire, which had been assessed the quality of our measurement efforts by investigating reliability and validity. Using canonical correlation analysis we found that, functional value found to be affected by atonement of service recovery, whereas emotional value is influenced by communication and explanation of service recovery. Furthermore, social value found to be affected by tangibles of service recovery. Exactly epistemic value is affected by feedback of service recovery, whereas conditional value is affected by and empowerment of service recovery. For future research, other external cues may influence perception of customer value with extrinsic information should be discussed. In practice, hotel managers can hone the relevant service recovery dimensions and optimize investments to increase customer value. Finally, this study provides a new shape of the "structural" relationships among six service recovery dimensions and five types of customer value.
期刊論文
1.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
2.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
3.Bowen, David E.、Lawler, Edward E. III(1995)。Empowering Service Employees。Sloan Management Review，36(4)，73-84。  new window
4.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
5.Foxall, Gordon R.、Greenley, Gordon E.(1999)。Consumers' Emotional Responses to Service Environments。Journal of Business Research，46(2)，149-158。  new window
6.Lapidus, R. S.、Pinkerton, L.(1995)。Customer complaint situations: An equity theory。Psychology and Marketing，12(2)，105-122。  new window
7.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
8.Russell, R. V.(1987)。The importance of recreation satisfactionand activity participation to the life satisfaction of agesegregated retirees。Journal of Leisure Research，19(4)，273-283。  new window
9.Clark, Gary L.、Kaminski, Peter F.、Rink, David R.(1992)。Consumer Complaints: Advice on How Companies Should Respond Based on An Empirical Study。The Journal of Services Marketing，6(1)，41-50。  new window
10.Boshoff, Christo(1997)。An experimental study of service recovery option。International Journal of Service Industry Management，8(2)，110-130。  new window
11.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。  new window
12.Grewal, D.、Monroe, K. B.、Krishnan, R.(1998)。The effects of price-comparisons advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions。Journal of Marketing，62(2)，46-59。  new window
13.Grewal, D. R.、Krishnan, R.、Baker, J.、Borin, N.(1998)。The effect of store name, brand, name and price discounts on customers' evaluations and purchase intentions。Journal of Retailing，74(3)，331-352。  new window
14.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
15.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
16.McCracken, Grant(1989)。Who is the celebrity endorser? Cultural foundations of the endorsement process。Journal of Consumer Research，16(3)，310-321。  new window
17.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
18.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
19.Gronroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceive Serviced Quality。Review of Business，9(3)，10-13。  new window
20.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
21.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
22.Campbell, Donald T.、Fiske, Donald W.(1959)。Convergent and Discriminant Validation by Multitrait-Multimethod Matrix。Psychological Bulletin，56(2)，81-105。  new window
23.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
24.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
25.Shaw, S. M.(1985)。The Meaning of Leisure in Everyday Life。Leisure Sciences，7(1)，1-24。  new window
26.Hirschman, Elizabeth C.、Holbrook, Morris B.(1982)。Hedonic Consumption: Emerging Concepts, Methods and Propositions。Journal of Marketing，46(3)，92-101。  new window
27.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
28.Weiner, Bernard(1985)。An Attributional Theory of Achievement Motivation and Emotion。Psychological Review，92(4)，548-573。  new window
29.Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management，16(2)，399-432。  new window
30.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
31.Mano, Haim、Oliver, Richard L.(1993)。Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction。Journal of Consumer Research，20(3)，451-466。  new window
32.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
33.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。  new window
34.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research，10(4)，398-409。  new window
35.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
36.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
37.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
38.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
39.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
40.Hartline, Michael D.、Jones, Keith C.(1996)。Employee Performance Cues in A Hotel Service Environment: Influence on Perceived Service Quality, Value, and Word-of-Mouth Intentions。Journal of Business Research，35(3)，207-215。  new window
41.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
42.Belk, Russell W.(1988)。Possessions and the Extended Self。Journal of Consumer Research，15(2)，139-168。  new window
43.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
學位論文
1.Coleman, Richard W.(1989)。A perceived risk analysis of patient choice of provider setting for dental services(博士論文)。Louisiana Tech University。  new window
圖書
1.Harrel, G. D.(1986)。Consumer Behavior。Harcourt Brace Jovanovich Publishers。  new window
2.Hirschman, Elizabeth C.、Holbrook, M. B.(1985)。Advances in Consumer Research。Provo, UT：Association for Consumer Research。  new window
3.Shaw, R.、Stone, M.(1990)。Database marketing: Strategy and implementation。New York：John Wiley Sons。  new window
4.Cooper, D. R.、Emory, C. W.(1995)。Business Research Method。Chicago, IL：Richard D. Irwin。  new window
5.Nunnally, J. C. Jr.(1970)。Introduction to Psychological Measurement。New York：McGraw-Hill。  new window
6.Holbrook, M. B.(1995)。Consumer Behavior。London：SAGE。  new window
7.Churchill, G. A. Jr.(1995)。Marketing Research: Methodological Foundations。The Dryden Press。  new window
8.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。  new window
9.DeVellis, Robert F.(1991)。Scale Development: Theory and Applications。Sage。  new window
10.Schiffman, Leon G.、Kanuk, Leslie Lazar、Wisenblit, J.(2000)。Consumer Behavior。Prentice-Hall。  new window
11.Guilford, Joy Paul(1965)。Fundamental Statistics in Psychology and Education。McGraw-Hill。  new window
圖書論文
1.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
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：1206（臺灣：1199，外國：7） ／ 本年度總使用人次：2516201 ／ 訪客人次（自102年09月）：68329593
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上