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題名：主題餐廳員工抱怨處理訓練、服務補救對顧客滿意度與忠誠度關係之研究
書刊名：當代商管研究
作者：葉上葆 引用關係／汪芷榆 引用關係
出版日期：2010
卷期：2:2
頁次：頁61-88
主題關鍵詞：主題餐廳；員工訓練；服務補救；顧客滿意度；顧客忠誠度；Theme restaurant；Employee training；Service recovery；Customer satisfaction；Customer loyalty
原始連結：連回原系統網址new window
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  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:202
  • 點閱點閱:62
期刊論文
1.Harris, K. J.、Bonn, M. A.(2000)。Training techniques and tools: Evidencefrom the foodservice industry。Journal of Hospitality and Tourism Research，24(3)，320-335。  new window
2.Woodruff, R. B.(1993)。Developing and Applying Consumer SatisfactionKnowledge: Implications for Future Research。Journal of ConsumerSatisfaction, Dissatisfaction and Complaining Behavior，6，1-11。  new window
3.Kelley, Scott W.、Davis, Mark A.(1994)。Antecedents to consumer expectations for service recovery。Journal of Academy of Marketing Science，22(1)，52-61。  new window
4.Westbrook, R. A.、Oliver, R. L.(1981)。The dimensionality of consumer emotion patterns and consumer satisfaction。Journal of Consumer Research，18(6)，84-91。  new window
5.Allerton, H. E.(1998)。News you can Use。Training & Development，52(7)，11-12。  new window
6.Ingram, T. N.、Schwepker, C. H. Jr.、Hutson, D.(1992)。Why Salespeople Fail。Industrial Marketing Management，21(3)，225-230。  new window
7.Al-Ali, S.(1996)。An Assessment of on-the-job-training Programs in the Ministry of Finance(MOF):A Case Study of Kuwait。HR.Human Resource Planning，19(2)，50-53。  new window
8.Conlon, D. E.、Murray, N. M.(1996)。Consumer Perceptions of Corporate Respones to Product Complaints: The Role of Expectations。Academy of Management Journal，39(4)，104-1056。  new window
9.Estelami, H.(2000)。Competitive and Procedural Determinats and Disappointment in Consumer Complaint Outcomes。Journal of Service Research，2(3)，285-300。  new window
10.Etzel, M. J.、Silverman, B. I.(1998)。Managerial Perspective on Directions for Retail Customer Dissatifaction A Managerial Perspective on Directions for Retail Customer Dissatifaction Research。Joumal of Retailing，57(3)，124-136。  new window
11.Jacoby, J.、Jaccard, J. L.(1981)。The Source, Meaning and Validity of Consumer Complaint Behavior: A Psychological Analysis。Journal of Retailing，57，4-24。  new window
12.Jones, T. O.、Sasser, W. E. Jr.(1995)。Why Satisaied Customer Defect。Harvard Business Review，73，88-99。  new window
13.Power, C.(1991)。Value Marketing: Quality,Service,and Fair Pricing are the Keys to Selling in the 90s。Business Week，11(4)，132-140。  new window
14.陳志遠、藍政偉(20001200)。消費者抱怨行為、抱怨處理方式及其抱怨處理後行為之研究。企業管理學報，48，139-172。new window  延伸查詢new window
15.Rossello, B.(1997)。Customer Service Superstars。ABA Banking Journal，89(10)，96-104。  new window
16.Hoffman, D. K.、Kelley, S. W.、Rotalsky, H. M.(1995)。Tracking service failures and employee recovery effort。Journal of Services Marketing，9(2)，49-61。  new window
17.Brown, S. W.(1997)。Service Recovery through IT: Complaint handling will differentiate firms in the future。Marketing Management，6(3)，25-27。  new window
18.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
19.Torkzadeh, G.、Van Dyke, T. P.(2002)。Effects of training on Internet self-efficacy and computer user attitudes。Computers in Human Behavior，18(5)，479-494。  new window
20.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
21.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
22.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。  new window
23.Gilly, M. C.(1987)。Post Complaint Processes: From Organizational Response to Repurchase Behavior。Journal of Consumer Affair，21(2)，293-313。  new window
24.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business，9(3)，10-14。  new window
25.Mueller, R. D.、Palmer, A.、Mack, R.、McMullan, R.(2003)。Service in the restaurant industry: an American and Irish comparison of service failures and recovery strategies。International Journal of Hospitality Management，22(4)，395-418。  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.沈進成、謝金燕(20030600)。宗教觀光吸引力、滿意度與忠誠度關係之研究--以高雄佛光山為例。旅遊管理研究，3(1)，79-95。new window  延伸查詢new window
28.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
29.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。  new window
30.Woodruff, Robert B.、Cadotte, Ernest R.、Jenkins, Roger L.(1983)。Modeling Consumer Satisfaction Process Using Experience-Based Norms。Journal of Marketing Research，20(3)，296-304。  new window
31.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
32.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science，28(1)，150-167。  new window
33.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
34.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing，9(4)，5-17。  new window
35.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
36.Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。  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.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
41.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
42.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
43.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
44.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
45.Dennis, B.、Desharnais, R. A.、Cushing, J. M.、Henson, S. M.、Costantino, R. F.(2001)。Estimating chaos and complex dynamics in an insect population。Ecological Monographs，71(2)，277-303。  new window
46.Singh, J.(1991)。Industry characteristics and consumer dissatisfaction.。Journal of Consumer Affairs，25(1)，19-56。  new window
47.Huang, J. H.、Huang, C. T.、Wu, S.(1996)。National Character and Response to Unsatisfactory Hotel Service。International Journal of Hospitality Management，15(3)，299-243。  new window
48.Goodwin, C.、Ross I.(1992)。Customer Responses to Service Failures: Influence of Procedural and International Fairness Perceptions。Journal of Business Research，25(2)，149-163。  new window
會議論文
1.邱英洋、陳業宏、洪三贊(2008)。中小型餐廳第一線服務員訓練課程實際導入餐廳教育訓練之研究--以麻豆月光洋捷餐廳為例。2009餐旅休閒學術研討會。  延伸查詢new window
學位論文
1.唐薇娟(2004)。個人特徵、組織情境特徵與第一線員工服務態度之關聯性研究--以連鎖業為例(碩士論文)。中原大學。  延伸查詢new window
2.葉東璋(2006)。休閒餐飲店實施解說訓練提昇產品形象之研究(碩士論文)。立德大學，台南市。  延伸查詢new window
3.徐貴香(2002)。職業訓練學員訓練滿意度與其對訓練成效自評之相關性研究--以新興點產業及專上青年第二專長人才培訓計畫為例(碩士論文)。國立政治大學，臺北市。  延伸查詢new window
4.陳盈潔(2004)。客服員工之自我效能、組織文化與訓練遷移成效關係之研究--以金融業為例(碩士論文)。大葉大學，彰化縣。  延伸查詢new window
5.藍政偉(1998)。消費者抱怨行為、抱怨處理方式及其抱怨處理後行為之研究(碩士論文)。國立雲林科技大學。  延伸查詢new window
6.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
7.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
圖書
1.Forrest, L. C.(1990)。Training for Hospitality Industry。MI：American Hotel and Motel Association。  new window
2.Oliver, R. L.(1997)。Satisfaction: A Behavioral Perspective on the Consume。Boston：Irwin：McGrew-Hill。  new window
3.Kolter, P.(2000)。Market Management: Analysis,Planning,Implementation and Control。New Jersey：Prentice-Hall Inc.。  new window
4.趙其文(2001)。人事行政學--兼論現行考銓制度。台北：華泰文化。  延伸查詢new window
5.林建山(1992)。現代服務業行銷學。臺北：商略。  延伸查詢new window
6.Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY：Lexington Books。  new window
7.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
8.楊錦洲(2001)。顧客服務創新價值--如何做好服務品質。臺北：財團法人中衛發展中心。  延伸查詢new window
9.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
10.Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
圖書論文
1.Day, R. L.(1977)。Alterative Definitions and Designs for Measuring Consumer Satisfaction。The Conceptualization for Cosumer Satisfaction and Dissatisfaction。Cambridge, Mass：Marketing Science Institute。  new window
2.Goodman, J.(1989)。The Nature of Customer Satisfactio。Quality Progress。  new window
 
 
 
 
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