期刊論文1. | Bettencourt, Lance A.、Gwinner, Kevin(1996)。Customization of the Service Experience: The Role of the Frontline Employee。International Journal of Service Industry Management,7(2),3-20。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
2. | Gutek, B. A.、Bhappu, A. D.、Liao-Troth, M. A.、Cherry, B.(1999)。Distinguishing between Service Relationships and Encounters。Journal of Applied Psychology,84(2),218-233。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
3. | 黃識銘、方世榮(20080100)。服務補救策略的研究--關係行銷的觀點。管理與系統,15(1),1-31。 延伸查詢![new window](/gs32/images/newin.png) |
4. | Schweikhart, S. B.、Strasser, S.、Kennedy, M. R.(1993)。Service Recovery in Health Service Organizations。Hospital & Health Service Administration,38(1),3-21。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
5. | Oaks, T.(2001)。From Disgust to Delight: Do Customers Hold a Grudge?。Journal of Service Research,4(8),39-49。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
6. | 余泰魁(20070900)。科技媒介學習環境之學習成效比較研究。教育心理學報,39(1),69-90。 延伸查詢![new window](/gs32/images/newin.png) |
7. | Bove, L. L.、Johnson, L. W.(2000)。A Customer-service Worker Relationship Model。International Journal of Service Industry Management,11,491-511。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
8. | Bell, C. R.、Zemke, R. E.(1987)。Service Breakdown: The Road to Recovery。Management Review,76(10),32-35。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
9. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
10. | 鄭紹成(19980700)。服務失誤類型之探索性研究--零售服務業顧客觀點。管理評論,17(2),25-43。 延伸查詢![new window](/gs32/images/newin.png) |
11. | MacStravic, R. S.(1987)。Loyalty of Hospital Patients: A Vital Marketing Objective。Health Care Management Review,12(2),23-30。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
12. | Robbins, Tina L.、Miller, Janis L.(2004)。Considering Customer Loyalty in Developing Service Recovery Strategies。Journal of Business Strategies,21(2),95-109。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
13. | 程永明(20090300)。醫療服務補救不一致對醫院形象與醫病關係維繫影響之研究:公平理論觀點。東吳經濟商學學報,64,93-128。 延伸查詢![new window](/gs32/images/newin.png) |
14. | 方世榮、陳連勝、張雅婷(200803)。顧客關係傾向與關係品質之探討--以科技介入與涉入程度為干擾變項。東吳經濟商學學報,60,1-38。 延伸查詢![new window](/gs32/images/newin.png) |
15. | Ting, C. Y.、Yu, T. K.(2010)。Modeling patient perceptions of service recovery: the effects of perceived fairness on health center repatronage。Social Behavior and Personality: An International Journal,38(3),395-404。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
16. | De Ruyter, K.、Wetzels, M.(2000)。Customer Equity Considerations in Service Recovery: A Cross-Industry Perspective。International Journal of Service Industry Management,11(1),91-108。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
17. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
18. | Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research,24(4),337-346。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
19. | Prichard, Mark P.、Havitz, Mark E.、Haward, Dennis R.(1999)。Analyzing the Commitment: Loyalty Link in Service Contexts。Journal of the Academy of Marketing Science,27(3),333-348。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
20. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
21. | Bentler, P. M.(1990)。Comparative fit indexes in structure models。Psychological Bulletin,107(2),238-246。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
22. | Goodwin, Cathy、Ross, Ivan(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25(2),149-163。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
23. | Tax, S. S.、Brown, S. W.(1998)。Recovering and Learning from Service Failures。Sloan Management Review,40(1),75-88。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
24. | Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1991)。Understanding Customer Expectation of Service。Sloan Management Review,32(3),39-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
25. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
26. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
27. | 黃吉村、渥頓、李奇勳、劉宗其(20040700)。服務失誤之補償效果:跨文化服務接觸的檢視。管理評論,23(3),23-52。 延伸查詢![new window](/gs32/images/newin.png) |
28. | 鄭紹成(20020700)。服務補救滿意構面之探索性研究。管理評論,21(3),49-68。 延伸查詢![new window](/gs32/images/newin.png) |
29. | Homburg, Christian、Hoyer, Wayne D.、Fassnacht, Martin(2002)。Service Orientation of a Retailer's Business Strategy: Dimensions, Antecedents, and Performance Outcomes。Journal of Marketing,66(4),86-101。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
30. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
31. | Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing,63(2),70-87。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
32. | Smith, A. K.、Bolton, R. N.(1998)。An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?。Journal of Service Research,1(1),65-81。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
33. | Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing,51(2),11-27。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
34. | Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations。Journal of Marketing Research,29(3),314-328。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
35. | Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
36. | Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing,14(8),737-764。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
37. | Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
38. | Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing,61(2),35-51。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
39. | Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer trust, value, and loyalty in relational exchanges。The Journal of Marketing,66(1),15-37。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
40. | Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
41. | Anderson, Erin、Weitz, Barton(1992)。The use of pledges to build and sustain commitment in distribution channels。Journal of Marketing Research,29(1),18-34。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
42. | Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing,54(1),42-58。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
43. | Huppertz, John W.、Arenson, Sidney J.、Evans, Richard H.(1978)。An Application of Equity Theory to Buyer-Seller Exchange Situations。Journal of Marketing Research,15(2),250-260。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
44. | Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
45. | Baumgartner, Hans、Homburg, Christian(1996)。Applications of Structural Equation Modeling in Marketing and Consumer Research: A Review。International Journal of Research in Marketing,13(2),139-161。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
46. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
47. | Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science,28(1),138-149。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
48. | Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management,8(2),110-130。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
49. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
50. | Singh, Jagdip(1990)。Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories。Journal of the Academy of Marketing Science,18(1),1-15。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
51. | Bentler, Peter M.(1992)。On the Fit of Models to Covariances and Methodology to the Bulletin。Psychological Bulletin,112(3),400-404。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
52. | Schoorman, F. David、Mayer, Roger C.、Davis, James H.(2007)。An Integrative Model of Organizational Trust: Past, Present, and Future。Academy of Management Review,32(2),344-354。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
53. | 黃識銘、余泰魁(20060700)。關係連結與未來關係互動之研究--關係品質中介效果。管理與系統,13(3),265-292。 延伸查詢![new window](/gs32/images/newin.png) |
54. | 李元恕(20090900)。服務失誤情境、服務補救與顧客認知公平對顧客關係回應之影響。顧客滿意學刊,5(2),37-60。 延伸查詢![new window](/gs32/images/newin.png) |
55. | 古慧仙、古慧嬋、張彩秀(2008)。影響門診病患就醫忠誠度之相關因素探討。澄清醫護管理雜誌,3(1),36-45。 延伸查詢![new window](/gs32/images/newin.png) |
56. | 程永明(2010)。醫院行銷公關與醫病關係連結對醫病關係維繫之影響。顧客滿意學刊,6(1),55-88。 延伸查詢![new window](/gs32/images/newin.png) |
57. | Ashill, N. J.、Carruthers, J.、Krisjanous, J.(2005)。Antecedents and Outcomes of Service Recovery Performance in a Public Health-care Environment。The Journal of Services Marketing,19(5),293-308。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
58. | Bendapudi, N.、Berry, L. L.(1997)。Customers' Motivations for Maintaining Relationship with Service Provider。Journal of Retailing,73(1),15-37。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
59. | Christy, R.、Oliver, G.、Penn, J.(1996)。Relationship Marketing in Customer Markets。Journal of Marketing Management,12(1-3),175-187。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
60. | DiBella, A. J.(2001)。Reducing Health Care Risk。Health Forum Journal,44(4),16-18。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
61. | Grönroos, C.(1990)。Relational Approaches to Marketing in Service Context: The Marketing and Organizational Behavior Interface。Journal of Business Research,20(1),3-11。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
62. | Gwinner, K. P.、Gremler, D. D.、Bitner, M. J.(1998)。Relational Benefit in Service Industries: The Customer's Perspective。Journal of the Academy of Marketing Science,26(2),101-114。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
63. | Johnston, R.、Fern, A.(1999)。Service Recovery Strategies for Single and Double Deviation Scenarios。The Service Industries Journal,19(2),69-82。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
64. | Lee, Y.-Y.、Lin, J. L.(2011)。How Much Does Trust Really Matter? A Study of the Longitudinal Effects of Trust and Decision-making Preferences on Diabetic Patient Outcomes。Patient Education and Counseling,85(3),406-412。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
65. | Sarel, D.、Marmorstein, H.(1999)。The Role of Service Recovery in HMO Satisfaction。Marketing Health Services,19(1),6-12。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |