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題名：臺灣旅行業服務保證策略與消費者歸因對顧客抱怨意願影響之研究
書刊名：服務業管理評論
作者：鄭紹成／王雪瀞／吳美煖
作者(外文)：Cheng, Shao-cheng／Wang, Hsueh-ching／Wu, Mei-hsuan
出版日期：2010
卷期：8
頁次：頁1-30
主題關鍵詞：服務保證；服務失誤；歸因理論；消費者抱怨意願；Service guarantee；Service failure；Attribution theory；Consumer complaint intention
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:34
  • 點閱點閱:33
期刊論文
1.Hart, C. W. L.、Schlesinger, L. A.、Maher, D.(1992)。Guarantees Come to Professional Service Firms。Sloan Management Review，33(3)，19-20+23-29。  new window
2.Grewal, Dhruv、Gotlieb, Jerry、Marmorstein, Howard(1994)。The Moderating Effects of Message Framing and Source Credibility on the Price-Perceived Risk Relationship。Journal of Consumer Research，21(1)，145-153。  new window
3.Best, A.、Andreasen, A. R.(1977)。Consumer response to unsatisfactory purchases: A study of perceiving defects, voicing complaint, and obtaining redress。Law and Society，11(1)，701-742。  new window
4.Callan, R. J.、Moore, J.(1998)。Service guarantee: A strategy for service recovery。Journal of Hospitality and Tourism Research，22(1)，56-71。  new window
5.Evans, M. R.、Clark, J. D.、Knutson, B. J.(1996)。The 100-percent, unconditional, money-back guarantee。Hotel and Restaurant Quarterly，37(6)，56-61。  new window
6.Faulkner, B.、Towards, A.(2001)。Framework for tourism disaster management。Tourism Management，22(2)，135-147。  new window
7.Hogreve, J.、Gremler, D. D.(2009)。Twenty years of service guarantee research: A synthesis。Journal of Service Research，11(4)，322-343。  new window
8.Tucci, L. A.、Talaga, J.(1997)。Service guarantees and consumers' evaluation of services。Journal of Service Marketing，11(1)，10-18。  new window
9.Weiner, B.、Graham, S.、Chandler, C. C.(1982)。Pity, anger and guilt: An attributional analysis。Personality and Social Psychology Bulletin，8，226-232。  new window
10.Bearden, W. O.、Oliver, R.(1985)。The role of public and private complaining in satisfaction with problem resolution。Journal of Consumer Affairs，19(2)，222-240。  new window
11.Floyd, K.、Voloudakis, M.(1999)。Affectionate behavior in adult platonic friendships: Interpreting and evaluating expectancy violations。Human Communication Research，25(1)，341-369。  new window
12.Hocutt, M. A.、Bowers, M. R.(2005)。The impact of service guarantees on consumer responses in the hotel industry。Journal of Hospitality and Leisure Marketing，13(1)，5-23。  new window
13.Huang, J. H.、Huang, C. T.、Wu, S. S.(1996)。National character and response to unsatisfactory hotel service。Hospitality Management，15(3)，229-243。  new window
14.Kashyap, R.(2001)。The effects of service guarantees on external and internal markets。Academy of Marketing Science Review，10(1)，1-19。  new window
15.Keng, K. A.、Liu, S.(1997)。Personal values and complaint behaviour: The case of Singapore consumers。Journal of Retailing and Consumer Service，4(2)，89-97。  new window
16.Krishnan, S.、Valle, V. A.(1979)。Dissatisfaction attributions and consumer complaining behavior。Advances in Consumer Research，6，445-449。  new window
17.Lei, J.、De Ruyter, K.、Wetzels, M.(2008)。Consumer responses to vertical service line Extensions。Journal of Retailing，84(3)，268-280。  new window
18.Mitchell, T. R.、Wood, R. E.(1980)。Supervisor's response to subordinate poor performance: A test of an attributional model。Organizational Behavior and Human Performance，25(2)，123-138。  new window
19.Ostrom, A. L.、Iacobucci, D.(1998)。The effect of guarantee on consumers' evaluation of services。The Journal of Service Marketing，12(5)，362-378。  new window
20.Peter, J. P.(1979)。Reliabiity: A review of psychometric basics and recent marketing practices。Journal of Marketing Research，16(2)，6-17。  new window
21.Purcell, W.、Nicholas, S.(2001)。Japanese tourism investment in Australia: Entry choice, parent control and management practice。Tourism Management，22(3)，245-257。  new window
22.Richins, M.(1983)。An analysis of consumers interaction styles in the marketplace。Journal of Consumer Research，10(1)，73-82。  new window
23.Rogers, J. C.、Williams, T.(1990)。Consumer personal values as antecedents to dyadic and third party public consumer complaining behavior: An exploratory study。Journal of Satisfaction, Dissatisfaction and Complaining Behavior，3(1)，71-81。  new window
24.Russell, D.、McAuley, E.(1986)。Causal attributions, causal dimensions, and affective reactions to success and failure。Journal of Personality and Social Psychology，50(6)，1174-1185。  new window
25.Settle, R. B.(1972)。Attribution theory and acceptance of information。Journal of Marketing Research，9(2)，85-88。  new window
26.Sellte, R. B.、Golden, L.(1974)。Attribution theory and advertiser credibility。Journal of Marketing Research，11(5)，181-185。  new window
27.Wirtz, J.、Kum, D.(2001)。Designing service guarantee: is full satisfaction the best you can guarantee。Journal of Service Marketing，15(2)，282-299。  new window
28.Wirtz, J.、Kum, D.(2004)。Consumer cheating on service guarantees。Journal of the Academy of Marketing Science，32(2)，159-175。  new window
29.Kelley, H. H.、Michela, J. L.(1980)。Attribution theory and research。Annual Review of Psychology，31(1)，457-501。  new window
30.McDougall, G. H. G.、Levesque, T.、VanderPlaat, P.(1998)。Designing the Service Guarantee: Unconditional or Specific?。Journal of Services Marketing，12(4)，278-293。  new window
31.Rust, R. T.、Chung, T. S.(2006)。Marketing models of service and relationships。Marketing Science，25(6)，560-580。  new window
32.Felstiner, W. F.、Abel, R.、Sarat, A.(1980)。The emergence and transformation of disputes: Naming, blaming and claiming。Law and Society Review，15(3)，631-654。  new window
33.Stephens, Nancy、Gwinner, Kevin P.(1998)。Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior。Academy of Marketing Science，26(3)，172-189。  new window
34.Jacoby, J.、Jaccard, J. J.(1981)。The sources, meaning and validity of consumer complaining behavior: A psychology review。Journal of Retailing，57(3)，4-24。  new window
35.Wirtz, J.(1998)。Development of a Service Guarantee Model。Asia Pacific Journal of Management，15(1)，51-75。  new window
36.Hart, C. W. L.(1993)。The power of guarantees as a quality tool。CMA Magazine，6，28。  new window
37.Bearden, W. O.、Teel, J. E.(1983)。Selected Determinants of Consumer Satisfaction and Complaints Report。Journal of Marketing Research，20(1)，21-28。  new window
38.Bowen, D.(2001)。Antecedents of Consumer Satisfaction and Dis-satisfaction (CS/D) on Long-haul Inclusive Tours: A Reality Check on Theoretical Considerations。Tourism Management，22(1)，49-61。  new window
39.Brown, S. W.(1997)。Service Recovery through IT: Complaint handling will differentiate firms in the future。Marketing Management，6(3)，25-27。  new window
40.Clarke, J.、Denman, R.、Hickman, G.、Slovak, J.(2001)。Rural tourism in ronnava okres: A slovak case study。Tourism Management，22(2)，193-202。  new window
41.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
42.Fimstahl, T. W.(1989)。My employees are my service guarantee。Harvard Business Review，67(4)，28-32。  new window
43.Judd, Robert C.(1964)。The Case for Redefining Service。Journal of Marketing，28(1)，58-59。  new window
44.Singh, J.(1988)。Consumer Complaint Intentions and Behavior: Definition and Taxonomical Issues。Journal of Marketing，52(1)，93-107。  new window
45.Green, S. G.、Linden, R. C.(1980)。Contextual and attributional influences on control decision。Journal of Applied Psychology，65(4)，453-458。  new window
46.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
47.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
48.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。  new window
49.Folkes, V. S.、Kotsos, B.(1986)。Buyers' and sellers' explanations for product failure: Who done it?。Journal of Marketing，50(2)，74-80。  new window
50.Heung, V. C. S.、Chu, R.(2000)。Important factors affecting Hong Kong consumers' choice of a travel agency for all-inclusive package tours。Journal of Travel Research，39(1)，52-59。  new window
51.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
52.Day, R. L.、Grabicke, K. S.、Schaetzle, T.、Staubach, F.(1981)。The hidden agenda of consumer complaining。Journal of Retailing，57(3)，86-106。  new window
53.Weiner, Bernard(1985)。An Attributional Theory of Achievement Motivation and Emotion。Psychological Review，92(4)，548-573。  new window
54.Folkes, Valerie S.(1988)。Recent attribution research in consumer behavior: a review and new directions。Journal of Consumer Research，14(4)，548-565。  new window
55.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
56.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research，10(4)，398-409。  new window
57.Hart, Christopher W. L.(1988)。The power of unconditional service guarantee。Harvard Business Review，66(4)，54-62。  new window
58.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
59.Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management，26(5)，467-473。  new window
60.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
61.Folkes, V. S.、Koletsky, S.、Graham, J. L.(1987)。A field study of causal inferences and consumer reaction: The view from the airport。Journal of Consumer Research，13(4)，534-539。  new window
學位論文
1.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
圖書
1.李成嶽(1992)。如何永遠贏得顧客。臺北：中國生產力中心。  延伸查詢new window
2.鄭紹成(2004)。行銷學。臺北：前程企業。  延伸查詢new window
3.Bateson, J. E. G.(1995)。Managing services marketing。Orlando。  new window
4.Hart, C.(1998)。Extraordinary guarantees-achieving breakthrough gains in quality and customer satisfaction。Brookline, MA：Spire Group。  new window
5.Bettman, J. R.(1979)。An information processing theory of consumer choices。Reading, MA：Addison-Wesley Publishing Co.。  new window
6.Ajzen, I.、Fishbein, M.(1980)。Understanding Attitudes and Predicting Social Behavior。Englewood Cliffs, New Jersey：Prentice-Hall。  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.Heider, Fritz(1958)。The Psychology of Interpersonal Relations。John Wiley & Sons, Inc.。  new window
9.Weiner, B.(1980)。Human motivation。New York：Holt, Rinehart & Winston。  new window
其他
1.(20040921)。政府服務業旗艦計畫。  延伸查詢new window
2.(2007)。臺灣旅遊大調查，http://www.gvm.com.tw/Board/content.aspx?go=cover&ser=13194， 2009/03/03。  new window
3.(2005)。2003年國人旅遊狀況調查，http://202.39.225.136， 2009/04/21。  延伸查詢new window
4.(2008)。中華民國國民所得統計年報，http://www.stat.gov.tw/public/Attachment/812301405971.xls， 2009/04/21。  延伸查詢new window
5.(2009)。觀光類重要參考指標，http://www.motc.gov.tw/motchypage/reference/g008.xls， 2009/04/21。  new window
圖書論文
1.Day, R. L.、Landon, E. L.(1977)。Towards a theory of consumer complaining behavior in consumer and industrial buying behavior。Arch woodside Amsterdam。North Holland：North Holland Publishing Company Press。  new window
2.Gremler, D. D.、Bitner, M. J.(1992)。Classifying service encounter satisfaction across industries。Marketing theory and applications。Chicago, Illinois：American Marketing Association。  new window
3.Landon, E. Laird Jr.(1980)。The direction of consumer complaint research。NA: Advances in Consumer Research。Association for Consumer Research。  new window
4.Valle, V.、Wallendorf, M.(1977)。Consumer attributions of the cause of their product satisfaction and dissatisfaction。Consumer satisfaction, dissatisfaction and complaining behavior。Bloomington, Indiana：Indiana University School of Business。  new window
5.Zaltman, G.、Srivastava, R.、Deshpande, R.(1978)。Perceptions of unfair marketing practices。Advance in Consumer Research。Ann Arbor, MI：Association for Consumer Research。  new window
 
 
 
 
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