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題名:服務失誤嚴重性、補救屬性與補救後滿意度之研究--基於補救不一致與認知公平之觀點
書刊名:運籌管理評論
作者:楊東震 引用關係謝公斌
作者(外文):Yang, Dong-jennHsieh, Kung-being
出版日期:2010
卷期:4:1
頁次:頁13-22
主題關鍵詞:服務失誤補救不一致服務補救期望服務補救品質認知公平補救後滿意度Service failureRecovery disconfirmationService recovery expectationService recovery qualityPerceived justicePostrecovery 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:0
  • 點閱點閱:57
期刊論文
1.Lapidus, R. S.、Pinkerton, L.(1995)。Customer complaint situations: An equity theory。Psychology and Marketing,12(2),105-122。  new window
2.Oliver, R. L.、DeSarbo, W. S.(1988)。Response determinants in satisfaction judgement。Journal of Consumer Research,14(3),495-507。  new window
3.Oliver, Richard L.、Swan, John E.(1989)。Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing,53(2),21-35。  new window
4.Hess, R. L. Jr.、Ganesan, S.、Klein, N. M.(2003)。Service failure and recovery: The impact of relationship factors on customer satisfaction。Journal of the Academy of Marketing Science,31(2),127-145。  new window
5.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
6.McCollough, M. A.、Berry, L. L.、Yadav, M. S.(2000)。An empirical investigation of customer satisfaction after service failure and recovery。Journal of Service Research,3(2),121-137。  new window
7.Levesque, T. J.、McDougall, G. H. G.(2000)。Service problems and recovery strategies: an experiment。Canadian Journal of Administrative Sciences,17(1),20-37。  new window
8.Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research,36(3),356-372。  new window
9.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business,9(3),10-14。  new window
10.Oliver, Richard L.、Swan, John E.(1989)。Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction。Journal of Consumer Research,16(3),372-388。  new window
11.Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science,22(1),52-61。  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.Andreassen, Tor Wallin(2000)。Antecedents to Satisfaction with Service Recovery。European Journal of Marketing,34(1/2),156-175。  new window
14.Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management,8(2),110-130。  new window
15.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
16.Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management,26(5),467-473。  new window
17.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
圖書
1.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
2.Oliver, R.L.(1997)。Satisfaction: A behavioural perspective of the consumer。New York。  new window
3.Swan J. E.、Mercer A. A.(1981)。Consumer Satisfaction as a Function of Equity and Disconfirmation。Refining Concepts and Measures of Customer Satisfaction and Complaining Behavior。Bloomington (IN)。  new window
4.Weiner, B.、Sorrentino, R. M.、Higgins, E. T.(1985)。Attribution, Emotion and Action, Handbook of Motivation and Cognition。New York。  new window
 
 
 
 
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