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題名:以期望理論及公平理論探討線上服務失誤補救
書刊名:電子商務學報
作者:李家瑩 引用關係方郁惠 引用關係吳柏勳
作者(外文):Li, Chia-yingFang, Yu-huiWu, Bo-shiun
出版日期:2013
卷期:15:3
頁次:頁367-388
主題關鍵詞:線上服務失誤補救期望符合認知公平失誤歸因Online service failure recoveryExpectation-confirmation theoryPerceived justiceFailure attribution
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(5) 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:5
  • 共同引用共同引用:0
  • 點閱點閱:46
期刊論文
1.Aurier, P.、Siadou-Martin, B. A.(2007)。Perceived justice and consumption experience evaluations: A qualitative and experimental investigation。International Journal of Service Industry Management,18(5),450-471。  new window
2.Kuo, Y. F.、Yen, S. T.、Chen, L. H.(2011)。Online auction service failures in Taiwan: Typologies and recovery strategies。Electronic commerce Research and Applications,10(2),183-193。  new window
3.de Matos, Celso Augusto、Rossi, Carlos Alberto Vargas、Veiga, Ricardo Teixeira、Vieira, Valter Afonso(2009)。Consumer reaction to service failure and recovery: The moderating role of attitude toward complaining。Journal of Services Marketing,23(7),462-475。  new window
4.Morrisson, O.、Huppertz, J. W.(2010)。External equity, loyalty program membership,and service recovery。Journal of Services Marketing,24(3),244-254。  new window
5.Smith, J. S.、Fox, G. L.、Ramirez, E.(2009)。An integrated perspective of service recovery:A sociotechnical systems approach。Journal of Service Research,13(4),439-452。  new window
6.Varela-Neira, C.、Vázquez-Casielles, R.、Iglesias, V.(2010)。Explaining customer satisfaction with complaint handling。International Journal of Bank Marketing,28(2),88-112。  new window
7.Hoffman, K. D.、Kelley, S. W.、Forbes, L. P.(2005)。Typologies of E-commerce Retail Failures and Recovery Strategies。Journal of Services Marketing,19(5),280-292。  new window
8.Holloway, Betsy B.、Beatty, Sharon E.(2003)。Service Failure in Online Retailing: A Recovery Opportunity。Journal of Service Research,6(1),92-105。  new window
9.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
10.Janssen, O.(2001)。Fairness perceptions as a moderator in the curvilinear relationships between job demands, and job performance and job satisfaction。Academy of Management Journal,44(5),1039-1050。  new window
11.Zhang, J.、Pantula, S. G.、Boos, D. D.(1991)。Robust methods for testing the pattern of a single covariance matrix。Biometrika,78(4),787-795。  new window
12.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
13.Yanamandram, Venkanta、White, Lesley(2006)。Switching Barriers in Business-to-Business Services: A Qualitative Study。International Journal of Service Industry Management,17(2),158-192。  new window
14.Cheung, C. M. K.、Chan, G. W. W.、Limayem, M.(2005)。A critical review of online consumer behavior: Empirical research。Journal of Electronic Commerce in Organizations,3(4),1-19。  new window
15.Burnham, T. A.、Frels, J. K.、Mahajan, V.(2003)。Consumer switching costs: a typology, antecedents, and consequence。Journal of the Academy of Marketing Science,31(2),109-126。  new window
16.Lapidus, R. S.、Pinkerton, L.(1995)。Customer complaint situations: An equity theory。Psychology and Marketing,12(2),105-122。  new window
17.Klemperer, P. D.(1995)。Competition When Consumer Have Switching Cost: An Overview with Applications to Industrial Organization, Macroeconomics, and International Trade。Review of Economic Studies,62(4),515-539。  new window
18.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
19.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review,55(4),75-88。  new window
20.Miller, Janis L.、Craighead, Christopher W.、Karwan, Kirk R.(2000)。Service Recovery: A Framework and empirical Investigation。Journal of Operations Management,18(4),387-400。  new window
21.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
22.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
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.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
25.Rotter, J. B.(1966)。Generalized expectancies for internal versus external control of reinforcement。Psychological Monographs: General and Applied,80(1)=609,1-28。  new window
26.Chebat, Jean-Charles、Slusarczyk, Witold(2005)。How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study。Journal of Business Research,58(5),664-673。  new window
27.Holloway, B. B.、Wang, S.、Parish, J. T.(2005)。The role of cumulative online purchasing experience in service recovery management。Journal of Interactive Marketing,19(3),54-66。  new window
28.Haas, M. R.、Hansen, M. T.(2005)。When using knowledge can hurt performance: The value of organizational capabilities in a management consulting company。Strategic Management Journal,26(1),1-24。  new window
29.Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2000)。Switching barriers and repurchase intentions in services。Journal of Retailing,76(2),259-274。  new window
30.Jones, Michael A.、Mothersbaugh, David L.、Beatty, Sharon E.(2002)。Why Customers Stay: Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes。Journal of Business Research,55(6),441-450。  new window
31.Yang, Zhilin、Peterson, Robin T.(2004)。Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs。Psychology & Marketing,21(10),799-822。  new window
32.Armstrong, J. Scott、Overton, Terry S.(1977)。Estimating nonresponse bias in mail surveys。Journal of Marketing Research,14(3),396-402。  new window
33.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
34.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。  new window
35.White, Lesley、Yanamandram, Venkata(2007)。A model of customer retention of dissatisfied business services customers。Managing Service Quality: An International Journal,17(3),298-316。  new window
36.Calder, Bobby J.、Phillips, Lynn W.、Tybout, Alice M.(1981)。Designing research for application。Journal of Consumer Research,8(2),197-207。  new window
37.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
38.Chin, Wynne W.(1998)。Commentary: Issues and opinion on structural equation modeling。Management Information Systems Quarterly,22(1),vii-xvi。  new window
39.Bhattacherjee, Anol(2001)。Understanding Information Systems Continuance: An Expectation-Confirmation Model。MIS Quarterly,25(3),351-370。  new window
40.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
41.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
42.Dongjin, L. I.、Shenghui, A. N.、Yang, K.(2008)。Exploring Chinese Consumer Repurchasing Intention for Services: An Empirical Investigation。Journal of Consumer Behavior,7,448-460。  new window
43.Akinci, S.、Atilgan-Inan, E.、Aksoy, S.(2010)。Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting。Journal of Business Research,63(3),232-240。  new window
圖書
1.Weiner, B.(1980)。Human motivation。New York:Holt, Rinehart & Winston。  new window
2.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
圖書論文
1.McCollough, M. A.、Bharadwaj, S. G.(1992)。The recovery paradox: An examination of customer satisfaction in relation to disconfirmation, service quality, and attribution based theories。Marketing theory and applications。Chicago, IL:American Marketing Association。  new window
2.Adams, John Stacey(1965)。Inequity in social exchange。Advances in experimental social psychology。Academic Press。  new window
 
 
 
 
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