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題名:供給者服務行為對消費者參與服務之前因與後果之影響--以美髮業為例
書刊名:朝陽商管評論
作者:陳悅琴 引用關係黃昱傑
作者(外文):Chen, Yueh-chinHuang, Yu-chieh
出版日期:2009
卷期:8:3/4
頁次:頁47-74
主題關鍵詞:消費者參與程度涉入程度服務失誤補救消費者滿意度美髮業Hairdressing industryService provider's behaviorConsumer participationService error and remedyCustomer satisfaction
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:31
  • 點閱點閱:88
期刊論文
1.黃淑琴、張永富、黃文星(20080400)。個人化服務影響顧客滿意的另一種途徑:顧客參與觀點。朝陽商管評論,7(2),45-67。new window  延伸查詢new window
2.詹文明(1988)。美容院設計師的促銷角色。實業家,49,82-83。  延伸查詢new window
3.Andreasen, A. R.、Best, A.(1977)。Consumer complain: Does business respond?。Harvard Business Review,55(4),93-101。  new window
4.Claycomb, C.、Lengnick-Hall, C. A.、Inks, L. W.(2001)。The customer as a productive research: A pilot study and strategic implications。Journal of Business Strategies,18(1),47-68。  new window
5.Day, R. L.、Laird, E. L.(1976)。Collecting comprehensive consumer complaint data by survey research。Advances in Consumer Research,3(1),263-268。  new window
6.Ennew, C. T.、Binks, M. R.(1999)。Impact of participative service relationship on quality, satisfaction and retention: An exploratory study。Journal of Business Research,46(2),121-132。  new window
7.Palmer, A.、Beggs, R.、Keown, M. C.(2000)。Equity and repurchase intention following service Failure。Journal of Service Marketing,14(6),513-528。  new window
8.Schweikhart, S. B.、Strasser, S.、Kennedy, M. R.(1993)。Service recovery in healthy service organizations。Hospital and Healthy Service Administration,38(1),3-21。  new window
9.鄭紹成(19980700)。服務失誤類型之探索性研究--零售服務業顧客觀點。管理評論,17(2),25-43。new window  延伸查詢new window
10.Zaichkowky, J. L.(1985)。Measuring the Involvement Constructs。Journal of Consumer Research,12(3),341-352。  new window
11.葉凱莉、喬友慶(20000400)。從管理機會方格看顧客滿意度--以百貨公司為例。企銀季刊,23(4),67-86。  延伸查詢new window
12.Krugman, Herbert E.(1965)。The impact of television advertising:Learning without involvement。Public Opinion Quarterly,29(3),349-356。  new window
13.Bendapudi, N.、Leone, R. P.(2003)。Psychological Implications of Customer Participation in Coproduction。Journal of Marketing,67(1),14-28。  new window
14.Van Raaij, W. F.、Pruyn, A. T. H.(1998)。Customer control and evaluation of service validity and reliability。Psychology and Marketing,15(8),811-832。  new window
15.Bowen, D. E.(1986)。Managing customers as human resources in service organizations。Human Resource Management,25(3),371-383。  new window
16.Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research,24(4),337-346。  new window
17.Mills, P. K.、Moberg, D. J.(1982)。Perspectives on the Technology of Service Operations。Academy of Management Review,7(3),467-478。  new window
18.Zemke, R.、Bell, C.(1990)。Service recovery: Doing it right in second time。Training,27(6),42-48。  new window
19.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
20.Spreng, R. A.、Mackoy, R. D.(1996)。An empirical examination of a model of perceived service quality and satisfaction。Journal of Retailing,72(2),201-214。  new window
21.鄭紹成(20020700)。服務補救滿意構面之探索性研究。管理評論,21(3),49-68。new window  延伸查詢new window
22.Kelley, Scott W.、Donnelly, James H. Jr.、Skinner, Steven J.(1990)。Customer participation in service production and delivery。Journal of Retailing,66(3),315-335。  new window
23.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
24.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
25.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
26.Cermak, Dianne S. P.、File, Karen M.、Prince, Russ A.(1994)。Customer Participation in Service Specification and Delivery。Journal of Applied Business Research,10(2),90-97。  new window
27.Fuat Firat, A.、Dholakia, Nikhilesh、Venkatesh, Alladi(1995)。Marketing in a postmodern world。European Journal of Marketing,29(1),40-56。  new window
28.Rothschild, Michael L.(1984)。Perspectives on involvement: Current problems and future directions。Advances in Consumer Research,11(1),216-217。  new window
29.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
30.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
研究報告
1.Lehtinen, R. J.(1983)。Customer oriented service system。Helsinki, Finland。  new window
學位論文
1.李月卿(2004)。教育訓練與員工績效之關聯性研究--以美髮業某公司設計師為例(碩士論文)。佛光人文社會學院。  延伸查詢new window
2.梁禮卉(2004)。美髮服務業中顧客參與之前因與結果探討(碩士論文)。銘傳大學。  延伸查詢new window
3.李美雀(2005)。髮型設計師職場與親職經驗之探究(碩士論文)。國立高雄師範大學,高雄。  延伸查詢new window
圖書
1.Gartner, A.、Reissman, F.(1974)。The Service Society and the New Consumer Vanguard。NY:Harper and Row。  new window
2.劉郁芝(1991)。美髮理論與實習。台北:矩陣。  延伸查詢new window
3.Solomon, Michael R.(2002)。Consumer Behavior: Buying, Having, and Being。Upper Saddle River, New Jersey:Prentice Hall International。  new window
4.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ:Prentice-Hall。  new window
5.Blackwell, R. D.、Miniard, P. W.、Engel, J. F.、謝文雀、王志剛(2001)。消費者行為。臺北:華泰。  延伸查詢new window
6.Yin, Robert K.(1984)。Case Study Research: Design and Methods。Sage Publications。  new window
7.Hirschman, Albert O.(1970)。Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States。Harvard University Press。  new window
8.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
9.Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey:Prentice Hall。  new window
圖書論文
1.Silpakit, P.、Fisk, R. P.(1985)。Participatizing the Service Encounter: A Theoretical Framework。Services Marketing in a Changing Environment。Chicago:American Marketing Association。  new window
2.Oliver, R. L.、Bearden, W. O.(1983)。The role of involvement in satisfaction Process。Advances in consumer research。Provo, UT:Association for Consumer Research。  new window
3.Lastovicka, J. L.、Gardner, D. M.(1978)。Components of Involvement。Attitude Research Plays for High Stakes。Chicago, IL:American Marketing Association。  new window
 
 
 
 
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