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題名：服務補救人員的外表吸引力重要嗎？--蠻橫顧客不當行為類型與服務補救策略之影響
書刊名：管理與系統
作者：蔡佳靜 引用關係／劉建志
作者(外文)：Tsai, Chia-ching／Liu, Chien-chih
出版日期：2015
卷期：22:4
頁次：頁381-406
主題關鍵詞：顧客不當行為；服務補救；外表吸引力；顧客相容性；顧客滿意；Dysfunctional customer behavior；Service recovery；Physical attractiveness；Customer compatibility；Customer satisfaction
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(3) 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:3
  • 共同引用共同引用:1
  • 點閱點閱:36
本研究實驗一探討蠻橫顧客不當行為類型與服務補救策略對顧客相容性與顧客滿意度之影響。實驗二則探討在服務失誤下，服務補救策略與服務補救人員外表吸引力對服務補救滿意度之影響。兩實驗皆為2×2=4的因子設計。實驗一研究結果發現顧客對蠻橫顧客的無心不當行為的容忍度與顧客滿意度皆高於蓄意的不當行為，且實質補救的顧客滿意度高於心理補救。對於蠻橫顧客無心的不當行為，心理補救的容忍度與心理舒適度顯著大於實質補救，但對於蠻橫顧客蓄意的不當行為，服務補救策略無顯著的影響。對於蠻橫顧客無心的不當行為，實質補救的顧客滿意度顯著大於心理補救，但對於蠻橫顧客蓄意的不當行為，服務補救策略則無顯著影響。實驗二則發現實質補救的顧客滿意度優於心理補救，且高度外表吸引力的顧客滿意度優於適度外表吸引力。但無論由高度或適度外表吸引力人員進行服務補救，實質補救的顧客滿意度均顯著大於心理補救。
This research investigates the impact of dysfunctional customer behavior types and service recovery strategies on customer compatibility and customer satisfaction in study 1 and the impact of service recovery strategies and physical attractiveness of service recovery providers on customer compatibility and customer satisfaction toward service recovery under service failure in study 2. Both of the studies are 2×2=4 factorial design. The results of study 1 indicate that accidental dysfunctional customer behavior causes significantly higher tolerance and customer satisfaction than intentional one, and tangible service recovery strategy results in significantly higher satisfaction than psychological one. The tolerance and psychological comfortness comes from psychological service recovery strategy are significantly higher than tangible one under the condition of accidental dysfunctional customer behavior, while there is no significant difference between service recovery strategies under the condition of intentional one. The tangible service recovery strategy causes significantly higher satisfaction than psychological one when accidental dysfunctional customer behavior happens, while there is no significant difference between service recovery strategies when intentional one happens. The results of study 2 indicate that the tangible service recovery strategy is better than the psychological one, and the highly attractive provider outperforms the moderately one for customer satisfaction. Besides, no matter using highly or moderately physical attractive provider, the tangible service recovery strategy causes significantly higher satisfaction than psychological one.
期刊論文
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16.Wu, P. P.、Hwang, I.(2012)。The Influence of Gender Dyads and Physical Appearance on the Strength of the Customer-Provider Relationship in the Taiwanese Hairdressing Industry。Services Marketing Quarterly，33(2)，138-154。  new window
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19.Patzer, G. L.(1983)。Source credibility as a function of communicator physical attractiveness。Journal of Business Research，11(2)，229-241。  new window
20.Striegel-Moore, Silberstein、Rodin, Judith(1986)。Towards an Understanding of Risk Factors for Bulimia。American Psychology，41，246-263。  new window
21.Etzel, M. J.、Silverman, B. I.(1981)。A managerial perspective on directions for retail customer dissatisfaction research。Journal of Retailing，57(3)，124-136。  new window
22.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
23.Richins, M. L.(1991)。Social comparison and the idealized images of advertising。Journal of Consumer Research，18，71-83。  new window
24.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
25.Bower, A. B.、Landreth, S.(2001)。Is Beauty Best? Highly versus Normally Attractive Models in Advertising。Journal of Advertising，30(1)，1-12。  new window
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29.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
30.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
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32.Lehtinen, Jarno R.、Lehtinen, Uolevi(1991)。Two Approaches to Service Quality Dimensions。The Service Industries Journal，11(3)，287-303。  new window
33.Martin, C. L.、Pranter, C. A.(1989)。Compatibility Management: Customer‐to‐Customer Relationships in Service Environments。Journal of Services Marketing，3(3)，5-15。  new window
34.Langlois, Judith H.、Kalakanis, Lisa、Rubenstein, Adam J.、Larson, Andrea、Hallam, Monica、Smoot, Monica(2000)。Maxims or myths of beauty? A meta-analytic and theoretical review。Psychological Bulletin，126(3)，390-423。  new window
35.Grove, Stephen J.、Fisk, Raymond P.、Bitner, Mary Jo(1992)。Dramatizing the service experience: A managerial approach。Advances in Services Marketing and Management，1(1)，91-121。  new window
36.Hoffman, K. Douglas、Kelley, Scott W.、Rotalsky, Holly M.(1995)。Tracking Service Failures and Employee Recovery Efforts。Journal of Services Marketing，9(2)，49-61。  new window
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38.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
39.Morrow, P. C.(1990)。Physical attractiveness and selection decision making。Journal of Management，16(1)，45-60。  new window
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會議論文
1.Reingen, P. H.、Gresham, L. G.、Kernan, J. B.(1980)。Behavioral Consequences of the Physical Attractiveness Stereotype in Personal Selling。The 1980 AMA Educators’ Conference。Chicago。109-113。  new window
研究報告
1.Langeard, E.、Bateson, J. E. G.、Lovelock, C. H.、Eiglier, P.(1981)。Services Marketing: New insights from consumers and managers。Cambridge, MA：Marketing Science Institute。  new window
學位論文
1.楊佳容(2009)。惡質顧客不當行為之分類與企業之補救回應對消費者滿意度之影響(碩士論文)。國立中興大學。  延伸查詢new window
圖書
1.Lovelock, C. H.(1994)。Product Plus: How Product and Service Equals Competitive Advantage。McGraw-Hill。  new window
2.Lovelock, C. H.(2001)。Service Marketing in Managing Service Encounters。Prentice-Hall。  new window
3.Lovelock, Christopher H.、Wright, Lauren(2002)。Principles of Service Marketing and Management。Pretince-Hall Inc.。  new window
4.Carlzon, Jan(1987)。Moments of truth。Cambridge, Massachusetts：Ballinger Publisher Company。  new window
 
 
 
 
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