:::

詳目顯示

回上一頁
題名:網購服務失誤串列模式之探討
書刊名:服務業管理評論
作者:張景旭姚惠忠 引用關係張榮林
作者(外文):Chang, Chin-hsuYao, Hui-chungChang, Jung-lin
出版日期:2010
卷期:8
頁次:頁100-124
主題關鍵詞:服務失誤顧客經驗管理服務遞送藍圖網購Service failureCustomer experience managementService delivery blueprintOnline retailing
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(0) 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:0
  • 共同引用共同引用:0
  • 點閱點閱:25
期刊論文
1.Kivela, J.、Inbakaran, R.、Reece, J.(1999)。Consumer Research in the Restaurant Environment, Part 1: A Conceptual Model of Dining Satisfaction and Return Patronage。International Journal of Contemporary Hospitality Management,11(5),205-222。  new window
2.Michel, S.(2001)。Analyzing Service Failures and Recoveries: A Process Approach。International Journal of Service Industry Management,12(1),20-33。  new window
3.Davis, F. W. Jr.、Manrodt, K. B.(1992)。Teaching Service Response Logistics。Journal of Business Logistics,13(2),199-229。  new window
4.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
5.Lee, B. K.、Shafer, C. S.、Kang, I.(2005)。Examining relationships among perceptions of self, episode-specific evaluations, and overall satisfaction with a leisure activity。Leisure Sciences,27(2),93-109。  new window
6.Baum, S. H.(1990)。Making Your Service Blueprint Pay off。The Journal of Service Marketing,4(3),45-52。  new window
7.Chuang, P. T.(2007)。Combining Service Blueprint and FMEA for Service Design。Service Industries Journal,27(2),91-104。  new window
8.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
9.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin,51(4),327-358。  new window
10.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
11.Calhoun, J.(2001)。Driving loyalty by managing the total customer experience。Ivey Business Journal,65(6),69-73。  new window
12.Rowley, Jennifer(1999)。Measuring total customer experience in Museums。International Journal of Contemporary Hospitality Management,11(6),303-308。  new window
13.Dubé, L.、Renaghan, L. M.、Miller, J. M.(1994)。Measuring customer satisfaction for strategic management。Cornell Hotel & Restaurant Administration Quarterly,35(1),39-47。  new window
14.張景旭、張馨華(2006)。服務經濟轉型下的「重要事件技術」争議與對策:「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
15.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
16.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
17.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
18.Botschen, G.、Bstieler, L.(1996)。Sequence-oriented problem identification within service encounter。Journal of Euromarketing,5(2),19-52。  new window
19.Field, J. M.、Heim, G. R.、Sinha, K. K.(2004)。Managing quality in the E-Service system: Development and application of a process model。Production and Operations Management,13(4),291-306。  new window
20.Grewal, D.、Levy, M.、Marshall, G. W.(2002)。Personal selling in retail settings: How does the internet and related technologies enable and limit successful selling?。Journal of Marketing Management,18(3/4),301-316。  new window
21.Helkkula, A.、Kelleher, C.(2010)。Circularity of customer service experience and customer perceived value。Journal of Customer Benaviour,9(1),37-53。  new window
22.Higie, R. A.、Feick, L. F.(1989)。Enduring involvement: Conceptual and measurement issue。Advances in Consumer Research,3(16),690-696。  new window
23.Hogan, S.、Eric, A.、Glynn, S. E.(2005)。Brand-building: finding the touch points that count。Journal of business strategy,21(2),11-18。  new window
24.Knorr, E.、Sleeper, B.、Kaye, D.、Udell, J.(2003)。Web Services Blueprint。Info World,25(47),32-44。  new window
25.Mattila, A. S.、Wirtz, J.(2006)。Arousal expectations and service evaluations。International Journal of Service Industry Management,17(3),229-244。  new window
26.Peter, M.、Minocha, S.、Roberts, D.(2006)。Usability beyond the website : An empirically-grounded e-commerce evaluation instrument for the total customer experience。Behavior and Information Technology,25(2),189-203。  new window
27.Reid, R. A.、Koljonen, R. L.(2000)。Operations management audit: Service customer assessment technique for managerially-initiated improvements。Journal of Professional Services Marketing,21(2),125-148。  new window
28.Verhoef, P. C.、Antonides, G.、Hoog, A. N.(2004)。Service encounters as a sequence of events: The importance of peak experiences。Journal of Service Research,7(1),53-64。  new window
29.Wagner, W.(1992)。Managing customer complaints in distribution。International Journal of Physical Distribution,2(3),126-131。  new window
30.Wells, W. D.(1994)。Disc very-oriented consumer research。Journal of Consumer Research,19(4),489-504。  new window
會議論文
1.Mick, D. G.、Fournier, S.(2000)。I can't get no satisfaction (without really knowing customers' experiences)11,81-82。  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.Pine, B. J. II、Gilmore, J. H.(1999)。The experience economy: Work is theatre and every business a state。Harvard Business School Press。  new window
4.Schmitt, Bernd H.(2003)。Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers。John Wiley & Sons Inc。  new window
5.Strandvik, T.、Storbacka, K.(1996)。Managing relationship quality。Advancing service quality: A global perspective。New York。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關博士論文
 
無相關書籍
 
無相關著作
 
QR Code
QRCODE