:::

詳目顯示

回上一頁
題名:不同服務失誤情況下,歸因和補償對消費者知覺價格公平性之影響
書刊名:臺大管理論叢
作者:黃輝雄蘇宏仁 引用關係曾光華 引用關係張佳榮
作者(外文):Huang, Hui-hsiungSu, Hung-jenCheng, Kong-fahChang, Chia-jung
出版日期:2012
卷期:22:2
頁次:頁309-339
主題關鍵詞:服務失誤價格補償知覺價格公平性Service failurePrice compensationPerceived price fairness
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(2) 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:2
  • 共同引用共同引用:16
  • 點閱點閱:46
本研究以資源交換理論、歸因理論與遺留效應為基礎,探討三種服務失誤情況下,歸因與補償對消費者知覺價格公平性之影響。採取二個實驗設計法,結果發現如下:(1)消費者所認知的價格公平在「服務傳遞系統失誤」的情況下,分別低於「未能回應顧客失誤」與「員工個人行為失誤」的情況;(2)比較將服務失誤歸因於可控制與不可控制兩組消費者,歸因於可控制組的消費者其知覺價格公平性,受到「穩定因子」的影響大於歸因於不可控組的消費者;(3)針對將服務失誤歸因為「可控制且不穩定」的這群消費者,補償對這群消費者所認知價格公平性的影響,在「服務傳遞系統失誤」情況下,分別高於「未能回應顧客失誤」與「員工個人行為失誤」的情況下。
Based on social exchange theory, attribution theory and carryover effects, this study postulated that consumers' perceived price fairness in service failure situations is influenced by the main effect and interaction effect of three factors: the causes of service failure, the types of service failures, and the compensation for service failure. Two experiments were conducted to test the hypotheses. The significant findings are as follows: (1) Consumers who participated in the study of employee response to service delivery system failures perceived lower price fairness as compared to participants in the study of employee response to customer needs and requests or unprompted and unsolicited employee actions. (2) The interaction effect of controllability and stability on perceived price fairness for three types of service failures is mixed. (3) If the service failure is attributed to be “controllable” and “unstable” and consumers were later compensated for the service failure, those participants who encountered a failure situation where employees fail to respond to service delivery failures perceived higher price fairness than either of the following: those who encountered a service failure caused by employee response to customer needs and requests or those who encountered a service failure caused by unprompted and unsolicited employee actions.
期刊論文
1.Huang, W. H.(2008)。The impact of other customer failure on service satisfaction。International Journal of Service Industry Management,19(4),521-536。  new window
2.Tsiros, M.、Mittal, V.、Ross, W. T. Jr.(2004)。The role of attributions in customer satisfaction: a reexamination。Journal of Consumer Research,31(2),476-483。  new window
3.Daskalopoulou, I.(2008)。Fairness Perceptions and Observed Consumer Behavior: Results of a Partial Observability Model。The Journal of Socio-Economicsx,37(1),31-44。  new window
4.Grewal, D.、Roggeveen, A. L.、Tsiros, M.(2008)。The effect of compensation on repurchase intentions in service recovery。Journal of Retailing,84,424-434。  new window
5.Karande, K.、Magnini, V. P.、Tam, L.(2007)。Recovery Voice and Satisfaction after Service Failure: An Experimental Investigation of Mediating and Moderating Factors。Journal of Service Research,10(2),187-203。  new window
6.Bell, C. R.、Zemke, R. E.(1987)。Service Breakdown: The Road to Recovery。Management Review,76(10),32-35。  new window
7.Rabin, Matthew(1993)。Incorporating Fairness into Game Theory and Economics。The American Economic Review,83(5),1281-1302。  new window
8.Weiner, Bernard(2000)。Attributional Thoughts about Consumer Behavior。Journal of Consumer Research,27(3),382-387。  new window
9.Wirtz, Jochen、Mattila, Anna S.(2004)。Consumer Responses to Compensation, Speed of Recovery and Apology after a Service Failure。International Journal of Service Industry Management,15(2),150-166。  new window
10.Xia, Lan、Monroe, Kent B.、Cox, Jennifer L.(2004)。The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions。Journal of Marketing,68(4),1-15。  new window
11.Puccinelli, N. M.、Goodstein, R. C.、Grewal, D.、Price, R.、Raghubir, P.、Stewart, D.(2009)。Customer experience management in retailing: Understanding the buying process。Journal of Retailing,85(1),15-30。  new window
12.Yen, H. Rebecca、Gwinner, K. P.、Su, W.(2004)。The impact of customer participation and service expectation on Locus attributions following service failure。International Journal of Service Industry Management,15(1),7-26。  new window
13.Choi, S.、Mattila, A. S.(2008)。Perceived controllability and service expectation: influences on customer reactions following service failure。Journal of Business Research,61(1),24-30。  new window
14.Bolton, Lisa E.、Warlop, Luk、Alba, Joseph W.(2003)。Consumer Perceptions of Price (Un) Fairness。Journal of Consumer Research,29(4),474-491。  new window
15.Weiner, B.(1985)。'Spontaneous' causal thinking。Psychological Bulletin,97(1),74-84。  new window
16.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
17.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing,63,33-44。  new window
18.Kahneman, D.、Tversky, A.(1979)。Prospect theory: An analysis of decision under risk。Econometrica,47(2),263-291。  new window
19.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
20.Benartzi, Shlomo、Thaler, Richard H.(1995)。Myopic Loss Aversion and the Equity Premium Puzzle。Quarterly Journal of Economics,110(1),73-92。  new window
21.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Problems and Strategies in Service Marketing。Journal of Marketing,49(1),33-46。  new window
22.劉宗其、李奇勳、黃吉村、Warden, Clyde A.(20010100)。服務失誤類型、補償措施與再惠顧率之探索性研究--以CIT法應用於餐飲業為例。管理評論,20(1),65-97。new window  延伸查詢new window
23.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
24.Tax, Stephen S.、Brown, Stephen W.、Chandrashekaran, Murali(1998)。Customer evaluations of service complaint experiences: implications for relationship marketing。Journal of Marketing,62(2),60-76。  new window
25.Hoffman, K. D.、Kelly, S. W.、Rotalsky, H. M.(1995)。Tracking Service Failure and Employee Recovery Efforts。Journal of Service Marketing,9(2),49-61。  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.Mattila, A. S.、Patterson, Paul G.(2004)。The impact of culture on consumers' perceptions of service recovery efforts。Journal of Retailing,80(3),196-206。  new window
28.Smith, Amy K.、Bolton, Ruth N.(2002)。The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments。Journal of the Academy of Marketing Science,30(1),5-23。  new window
29.Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science,17(1),45-65。  new window
30.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
31.Campbell, Margaret C.(1999)。Perceptions of Price Unfairness: Antecedents and Consequences。Journal of Marketing Research,36(2),187-199。  new window
32.Kahneman, Daniel、Knetsch, Jack L.、Thaler, Richard H.(1986)。Fairness and the assumptions of economics。The Journal of Business,59(4),285-300。  new window
33.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
34.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
35.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research,10(4),398-409。  new window
36.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
37.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
38.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
39.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
40.Fan, Der-Hsin(1992)。共變數分析功能、假設及使用之限制。師大學報,37,133-163。  延伸查詢new window
41.Kukar-Kinney, M.、Xia, L.、Monroe, K. B.(2007)。Consumers' perceptions of the fairness of price-matching refund policies。Journal of Retailing,83(3),325-337。  new window
42.Brinberg, D.、Castell, P.(1982)。A resource exchange theory approach to interpersonal interactions: A test of Foa's theory。Journal of Personality and Social Psychology,43(2),260-269。  new window
43.Brinberg, David、Wood, Ronald(1983)。A resource exchange theory analysis of consumer behavior。Journal of Consumer Research,10(3),330-338。  new window
44.Carpenter, J. P.(2003)。Is fairness used instrumentally? Evidence from sequential bargaining。Journal of Economic Psychology,24(4),467-489。  new window
45.Chan, H.、Wan, L. C.(2008)。Consumer responses to service failures: A resource preference model of cultural influences。Journal of International Marketing,16(1),72-97。  new window
46.N'Goala, G.(2007)。Customer switching resistance the effect of perceived equity, trust and relationship commitment。International Journal of Service Industry Management,18(5),510-533。  new window
47.Darke, P. R.、Ashworth, L.、Main, K. J.(2010)。Greater expectations and broken promises Misleading claims, product failure, expectancy disconfirmation and consumer distrust。Journal of the Academy of Marketing Science,38(3),347-362。  new window
48.Hansen, H.、Samuelsen, B. M.、Silseth, P. R.(2008)。Customer perceived value in B-t-B service relationships: Investigating the importance of corporate reputation。Industrial Marketing Management,37(2),206-217。  new window
49.Hess, Jr. R. L.(2007)。Interactional service failures in a pseudorelationship: The role of organizational attributions。Journal of Retailing,83(1),79-95。  new window
50.Homsma, G. J.、Van Dyck, C.、De Gilder, D.、Koopman, P. L.、Elfring, T.(2007)。Overcoming errors: A closer look at the attributional mechanism。Journal of Business and Psychology,21(4),559-583。  new window
51.Van Doorn, J.、Verhoef, P. C.(2008)。Critical incidents and the impact of satisfaction on customer share。Journal of Marketing,72(4),123-142。  new window
52.Vazquez-Casielles, R.、del Rio-Lanza, A. B.、Diaz-Martin, A. M.(2007)。Quality of past performance: Impact on consumers' responses to service failure。Marketing Letters,18(4),249-264。  new window
學位論文
1.韓維中(2001)。服務缺失、顧客歸因與補救回復之滿意度模式(碩士論文)。國立臺灣大學。  延伸查詢new window
圖書
1.Foa, U. G.、Converse, J. Jr.、Tornblom, K. Y.、Foa, E. B.(1993)。Resource theory: Explorations and Applications。Academic Press, Inc.。  new window
2.Foa, U. G.、Foa, E. B.(1974)。Societal structures of the mind。Springfield, IL:Charles C. Thomas。  new window
3.林清山(1992)。心理與教育統計學。東華書局。  延伸查詢new window
4.Heider, Fritz(1958)。The Psychology of Interpersonal Relations。John Wiley & Sons, Inc.。  new window
5.Weiner, B.(1980)。Human motivation。New York:Holt, Rinehart & Winston。  new window
6.Homans, George Caspar(1961)。Social behavior: Its elementary forms。Harcourt, Brace & World, Inc.。  new window
7.Abelson, P.、Aronson, E.、McGruire, W. J.、Newcomb, T. M.、Rosenberg, M. J.、Tannenbaum, P. H.(1968)。Theories of cognitive consistency: A sourcebook。Chicago, IL:Rand McNally。  new window
圖書論文
1.Clemmer, Elizabeth C.、Schneider, Benjamin(1996)。Fair Service。Advances in Services Marketing and Management。Bingley:Emerald。  new window
2.Adams, John Stacey(1965)。Inequity in social exchange。Advances in experimental social psychology。Academic Press。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
QR Code
QRCODE