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題名:網路購物服務失誤之探討--顧客經驗管理觀點
書刊名:電子商務學報
作者:張景旭姚惠忠 引用關係
作者(外文):Chang, Chin-hsuYao, Hui-chung
出版日期:2009
卷期:11:3
頁次:頁519-549
主題關鍵詞:服務失誤網路購物服務遞送藍圖主觀順序事件技術顧客經驗管理Service failureOnline retailingService delivery blueprintSSITCustomer experience management
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(3) 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:2
  • 共同引用共同引用:0
  • 點閱點閱:31
期刊論文
1.Hoffman, K. D.、Kelley, S. W.、Forbes, L. P.(2005)。Typologies of E-commerce Retail Failures and Recovery Strategies。Journal of Services Marketing,19(5),280-292。  new window
2.Holloway, Betsy B.、Beatty, Sharon E.(2003)。Service Failure in Online Retailing: A Recovery Opportunity。Journal of Service Research,6(1),92-105。  new window
3.Gilmore, J. H.、Pine, B. J. II(2002)。Customer Experience Places: The New Offering Frontier。Strategy and Leadership,30(4),4-11。  new window
4.Davis, F. W. Jr.、Manrodt, K. B.(1992)。Teaching Service Response Logistics。Journal of Business Logistics,13(2),199-229。  new window
5.Ahmad, S.(2002)。Service Failures and Customer Defection: A Closer Look at Online Shopping Experiences。Managing Service Quality,12(1),19-29。  new window
6.Storbacka, K.、Strandvik, T.、Gronroos, C.(1994)。Managing customer relationships for profits: the dynamics of relationship quality。International Journal of Service Industry Management,5(5),21-38。  new window
7.Bitran, G. R.、Hoech, J.(1990)。The humanization of service: Respect at the moment of truth。Sloan Management Review,31(2),89-96。  new window
8.Baum, S. H.(1990)。Making Your Service Blueprint Pay off。The Journal of Service Marketing,4(3),45-52。  new window
9.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
10.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business,9(3),10-14。  new window
11.Hoffman, K. D.、Kelly, S. W.、Rotalsky, H. M.(1995)。Tracking Service Failure and Employee Recovery Efforts。Journal of Service Marketing,9(2),49-61。  new window
12.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
13.Meuter, Matthew L.、Ostrom, Amy L.、Roundtree, Robert I.、Bitner, Mary J.(2000)。Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters。Journal of Marketing,64(3),50-64。  new window
14.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
15.Berry, Leonard L.、Carbone, Lewis P.、Haeckel, Stephan H.(2002)。Managing the total customer experience。MIT Sloan Management Review,43(3),85-89。  new window
16.Calhoun, J.(2001)。Driving loyalty by managing the total customer experience。Ivey Business Journal,65(6),69-73。  new window
17.Novak, Thomas P.、Hoffman, Donna L.、Yung, Yiu-Fai(2000)。Measuring the Customer Experience in Online Environments: A Structural Modeling Approach。Marketing Science,19(1),22-42。  new window
18.Holbrook, Morris B.(1996)。Customer Value: A Framework for Analysis and Research。Advances in Consumer Research,23(1),138-142。  new window
19.Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science,28(1),138-149。  new window
20.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
21.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
22.張景旭、張馨華(2006)。服務經濟轉型下的「重要事件技術」爭議與對策:「主觀順序事件技術」之提出。關係管理研究,3,49-76。  延伸查詢new window
23.張景旭、朱寶青、陳佳欣(2007)。化妝品零售業服務失誤之研究:以顧客經驗管理觀點探討。關係管理研究,5,33-54。  延伸查詢new window
24.Barker, S.、Hartel, C. E. J.(2004)。Intercultural Service Encounters: An Exploratory Study of Customer Experiences。Cross Cultural Management,11(1),3-14。  new window
25.Botschen, G.、Bstieler, L.、Woodside, A. G.(1996)。Sequence-oriented Problem Identification within Service Encounter。Journal of Euro-Marketing,5(2),19-52。  new window
26.Cho, Y.、Im, I.、Hiltz, R.(2003)。The Impact of E-services Failures and Customer Complaints on Electronic Commerce - Customer Relationship Management。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,16,35-65。  new window
27.Cina, C.(1990)。Company Study: Five Steps to Service Excellence。The Journal of Services Marketing,4(2),39-47。  new window
28.Coverly, D. E.、Holme, N. O.、Keller, A. G.、Mattison, T. F. H.、Toyoki, S.(2002)。Service Recovery in the Airline Industry: Is It as Simple as Failed, Recovered, Satisfied?。Marketing Review,1(3),21-37。  new window
29.Hays, J. M.、Hill, A. V.(1999)。The Market Share Impact of Service Failures。Production and Operations Management,8(3),208-220。  new window
30.Higie, R. A.、Feick, L. F.(1989)。Enduring Involvement: Conceptual and Measurement Issue。Advances in Consumer Research,3(16),690-696。  new window
31.Jillian, C. S.、Wade, L.(2004)。Critical Service Quality Encounters to the Web: An Exploratory Study。The Journal of Services Marketing,18(4),276-289。  new window
32.Kelley, S. W.、Hoffman, K. D.、Davis, M. A.(1993)。A Typology of Retail Failures and an Assessment of a Reassessment。Journal of Marketing,58(1),132-139。  new window
33.Kiska, J.(2002)。Customer Experience Management。CMA Management,76(7),28-30。  new window
34.Knorr, E.、Sleeper, B.、Kaye, D.、Udell, J.(2003)。Web Services Blueprint。InfoWorld,25(47),32-44。  new window
35.Massad, N.、Heckman, R.、Crowston, K.(2006)。Customer Satisfaction with Electronic Service Encounters。International Journal of Electronic Commerce,10(4),77-104。  new window
36.Oliva, R. A.(2000)。'Atomize' Your Customers' Experience。Marketing Management,9(3),54-57。  new window
37.Peter, M.、Minocha, S.、Roberts, D.(2006)。Usability Beyond the Website: An Empiricallygrounded E-commerce Evaluation Instrument for the Total Customer Experience。Behavior and Information Technology,25(2),189-203。  new window
38.Rotondaro, R. G.(2002)。Defining Customer's Expectations in e-Business。Industry Management and Data Systems,102(9),476-482。  new window
39.Robert, E. B. Jr.(1999)。Stop Hurting the Ones You Love--Applying Customer-driven Strategies。Hospital Materiel Management Quarterly,21(2),26-30。  new window
40.Schmitt, B. H.(2003)。Customer Care: Managing the Experience, Strengthening the Business。[Customer Experience Management] CMA Management,77(3),6-6。  new window
41.Stevens, T.、May, A.(2004)。Improving Customer Experience Using Web Services。BT Technology Journal,22(1),63-71。  new window
42.Stauss, B.、Weinlich, B.(1996)。Process-oriented Measurement of Service Quality: Applying the Sequential Incidents Technique。European Journal of Marketing,31(1),33-55。  new window
43.Streeter, B.、Bielski, L.、Valentine, L.(2005)。Amid All the Glitter, It Still Comes Back to Customer Experience。ABA Banking Journal,97(1),49-52。  new window
44.Sweeney, F. C.、Lapp, W.(2004)。Critical Service Quality Encounters on the Web: An Exploratory Study。The Journal of Services Marketing,18(4/ 5),276-289。  new window
45.Tateson, R.、Bonsma, E.(2003)。Shopping Garden: Improving the Customer Experience with On-line Catalogues。BT Technology Journal,21(4),84-91。  new window
46.William, K. H., Jr.(1998)。Managing Moments of Truth。Management Review,87(8),56-60。  new window
會議論文
1.Mick, D. G.、Fournier, S.(2000)。I Can't Get No Satisfaction (Without Really Knowing Customers' Experiences)81-82。  new window
2.Minocha, S.、Peter, M.、Tzanidou, E.、van Dijk, G.(2006)。Evaluating E-commerce Environments: Approaches to Cross-disciplinary Investigation。Montreal, Canada。1121-1126。  new window
3.Thomas, B.、Quality Congress(2003)。Making Quality Customer Experience Real: How We Achieved New Heights in Our Customer-supplier Relationships。Kansas City, MO。617-623。  new window
圖書
1.鄭紹成(2005)。服務行銷與管理:亞太案例.本土思維。服務行銷與管理:亞太案例.本土思維。臺北:雙葉書廊。  延伸查詢new window
2.Strauss, J.、Forest, R.(2001)。E-Marketing。Upper Saddle River, NJ:Prentice-Hall。  new window
3.Carlzon, Jan(1987)。Moments of truth。Cambridge, Massachusetts:Ballinger Publisher Company。  new window
4.Goffman, Erving(1974)。Frame Analysis: An Essay on the Organization of Experience。Cambridge:Harvard University Press。  new window
5.Goffman, Ervin(1959)。The Presentation of the Self in Everyday Life。New York:Doubleday Anchor。  new window
6.Schmitt, Bernd H.(2003)。Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers。John Wiley & Sons Inc。  new window
7.Pine, B. Joseph II、Gilmore, James H.、夏業良、魯煒(2003)。體驗經濟時代。台北:經濟新潮社。  延伸查詢new window
8.Edvardsson, B.(1996)。Kvalitet Och Tjansteutvecking。Kvalitet Och Tjansteutvecking。Lund。  new window
9.Edvardsson, B.、Gustafsson, A.、Johnson, M. D.、Sanden, B.(2000)。New Service Development and Innovation in the New Economy。New Service Development and Innovation in the New Economy。Lund。  new window
10.Normann, R.(1984)。Service Management。Service Management。New York, NY。  new window
 
 
 
 
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