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題名:大學圖書館使用者抱怨態度與行為
書刊名:圖書資訊學刊
作者:蘇小鳳 引用關係
作者(外文):Su, Shiao-feng
出版日期:2012
卷期:10:2
頁次:頁75-112
主題關鍵詞:使用者抱怨不抱怨者抱怨意圖抱怨行為抱怨態度User complaintNon-complainersComplaint intentionComplaint behaviorComplaining attitudes
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:3
  • 點閱點閱:20
期刊論文
1.Liljander, V.、Strandvik, T.(1997)。Emotions in Service Satisfaction。International Journal of Service Industry Management,8(2),148-169。  new window
2.Singh, J.(1988)。Consumer Complaint Intentions and Behavior: Definition and Taxonomical Issues。Journal of Marketing,52(1),93-107。  new window
3.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。  new window
4.Liao, Hui(2007)。Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures。Journal of Applied Psychology,92(2),475-489。  new window
5.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
6.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business,9(3),10-14。  new window
7.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
8.陳書梅(20110600)。大學圖書館讀者負面情緒類型與成因之質化研究。圖書資訊學刊,9(1),77-121。new window  延伸查詢new window
9.曾淑賢(20061200)。公共圖書館顧客抱怨之處理與顧客滿意之經營。臺北市立圖書館館訊,24(2),19-44。new window  延伸查詢new window
10.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
11.Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management,26(5),467-473。  new window
12.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.Lovelock, Christopher、Wirtz, Jochen(2010)。Services Marketing: People, Technology, Strategy。New Jersey:Pearson Prentice Hall。  new window
2.Hirschman, Albert O.(1970)。Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States。Harvard University Press。  new window
其他
1.池爾瀅Chih, Erh-Ying(2006)。大學校院圖書館處理讀者問題之研究。  延伸查詢new window
2.蔡宜珊Tsai, Yi-San(2011)。大學圖書館服務補救與讀者後續行為意圖之研究A study of the relationship between service recovery and user behavior intention in academic libraries。  延伸查詢new window
3.賴珍蘭Lai, Chen-Lan(2005)。國家圖書館及公立公共圖書館讀者意見書管理機制之研究The research on the management mechanism of readers' suggestions in national central library and public libraries。  延伸查詢new window
4.謝寶煖Hsieh, Pao-Nuan(1997)。從服務接觸談圖書館之服務環境管理Managing the physical environment in libraries: A service encountor approach。  延伸查詢new window
5.Andreasen, A. R.(1985)。Consumer response to dissatisfaction in loose monopolies: The case of medical care。  new window
6.Bodey, K., & Grace, D.(2006)。Segmenting service 'complainers' and 'non-complainers' on the basis of consumer characteristics。  new window
7.Bougie, R., Pieters, R., & Zeelenberg, M.(2003)。Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services。  new window
8.Davidow, M., & Dacin, P. A.(1997)。Understanding and influencing consumer complaint behavior: Improving organizational complaint management。  new window
9.Federal Benchmarking Consortium(199603)。Serving the American people: Best practices in resolving customer complaints。  new window
10.Gruber, T.(2011)。I want to believe they really care。  new window
11.Institute for the Consumer Affairs Council, United States Office of Consumer Affairs(1985)。Consumer complaint handling in America: An update study。  new window
12.Kim, C., Kim, S., Im, S. & Shin, C.(2003)。The effect of attitude and perception on consumer complaint intentions。  new window
13.Lewis, B. R.(2005)。Service failure (s)。  new window
14.Martell, C.(2008)。The absent user: Physical use of academic library collections and services continues to decline 1995-2006。  new window
15.Mullins, J. L., Allen, F. R., & Hufford, J. R.(2007)。Top ten assumptions for the future of academic libraries and librarians: A report from the ACRL Research Commit tee。  new window
16.Oh, D.(2003)。Complaining behavior of public library users in South Korea。  new window
17.Oh, D.(2004)。Complaining behavior of academic library users in South Korea。  new window
18.Reynold, K. L., & Harris, L. C.(2005)。When service failure is not service failure: An exploration of the forms and motives of "illegitimate" customer complaining。  new window
19.Robinson, W. C.(1984)。Complaint handling in the library: A program for increased patron satisfaction。  new window
20.Stauss, B.(2002)。The dimensions of complaint satisfaction: Process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction。  new window
21.Tronvoll, B.(2007)。Customer complaint behaviour from the perspective of the service-dominant logic of marketing。  new window
22.Tronvoll, B.(2011)。Negative emotions and their effect on customer complaint behavior。  new window
23.Voorhees, C. M., Brady, M. K., & Horowitz, D. M.(2006)。A voice from the silent masses: An exploratory and comparative analysis of noncomplainers。  new window
 
 
 
 
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