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題名：知覺補救、顧客滿意度與再購意願之研究--以網購配送服務失誤為例
書刊名：行銷評論
作者：董信煌／辛憶如
作者(外文)：Doong, Shing-h／Hsin, Yi-ru
出版日期：2016
卷期：13:2
頁次：頁129-159
主題關鍵詞：網路購物；服務補救；期望不一致；知覺公平；配送服務；Online shopping；Service recovery；Expectation disconfirmation；Perceived justice；Delivery service
原始連結：連回原系統網址new window
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  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:25
  • 點閱點閱:17
期刊論文
1.Chang, Y. W.、Chang, Y. H.(2010)。Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services。Journal of Air Transport Management，16(6)，340-342。  new window
2.Taylor, S.(1994)。Waiting for service: The relationship between delays and evaluations on service。Journal of Marketing，58(2)，56-69。  new window
3.徐淑如、董和昇、羅雅嬪(20080100)。網路購物服務失誤、服務補救與顧客滿意度--期望不一致與知覺公平觀點。管理評論，27(1)，1-24。new window  延伸查詢new window
4.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
5.Oliver, R. L.、Winer, R. S.(1987)。A Framework for the Formation and Structure of Consumer Expectations: Review and Propositions。Journal of Economic Psychology，8(4)，469-499。  new window
6.Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research，24(4)，337-346。  new window
7.Levesque, T. J.、McDougall, G. H.(2000)。Service problems and recovery strategies: An experiment。Canadian Journal of Administrative Sciences，17(1)，20-37。  new window
8.李家瑩、方郁惠、吳柏勳(20130900)。以期望理論及公平理論探討線上服務失誤補救。電子商務學報，15(3)，367-388。new window  延伸查詢new window
9.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
10.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
11.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-item Scale for Measuring Customer Perceptions of Service Quality。Journal of Retailing，64(1)，12-40。  new window
12.Oliver, Richard L.、Swan, John E.(1989)。Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction。Journal of Consumer Research，16(3)，372-388。  new window
13.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
14.Holloway, B. B.、Beatty, S. E.(2003)。Service failure in online retailing: Arecovery opportunity。Journal of Service Research，6(1)，92-105。  new window
15.楊燕枝、陳巧捷(20131200)。服務失誤、服務補救與顧客公開抱怨：植基於內容分析之實證研究。行銷評論，10(4)，425-440。new window  延伸查詢new window
16.Gilly, M. C.(1987)。Postcomplaint processes: Fromorganizational response to repurchase behavior。Journal of Consumer Affairs，21(2)，293-313。  new window
17.Miller, J. L.、Craighead, C. W.、Karwan, K. R.(2000)。Service recovery: Aframework and empirical investigation。Journal of Operations Management，18(4)，387-400。  new window
18.Adams, D. D.(1965)。Pathogenesis of the hyperthyroidism of Graves's disease。British Medical Journal，1(5441)，1015-1019。  new window
19.Huppertz, J.、Arenson, S.、Evans, R.(1978)。Anapplication of equity theory to buyer-seller exchange situations。Journal of Marketing Research，15(2)，250-260。  new window
20.Gronholdt, L.、Martensen, A.、Kristensen, K.(2000)。Therelationship between customer satisfaction and loyalty: Cross-industry differences。Total Quality Management，11(4-6)，509-514。  new window
21.莊淑惠、林鴻南、翁佩瑜(20111200)。線上顧客再購意圖之研究：結合期望-不確認理論與承諾-信任理論觀點。電子商務研究，9(4)，383-405。new window  延伸查詢new window
22.Wang, Y. S.、Wu, S. C.、Lin, H. H.、Wang, Y. Y.(2011)。Therelationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing。International Journal of Information Management，31(4)，350-359。  new window
23.Kuo, Y. F.、Wu, C. M.(2012)。Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives onperceived justice and emotions。International Journal of Information Management，32(2)，127-138。  new window
24.楊東震、謝公斌(20101200)。服務失誤嚴重性、補救屬性與補救後滿意度之研究--基於補救不一致與認知公平之觀點。運籌管理評論，4(1)，13-22。new window  延伸查詢new window
25.白凢芸(20130600)。網路購物中服務補救、信任修復與顧客購後行為關係之研究。行銷評論，10(2)，145-164。new window  延伸查詢new window
26.Blodgett, J. G.、Hill, D. J.、Tax, S. S.(1997)。The effects of distributive, procedural, and interactional justice on postcomplaint behavior。Journal of Retailing，73(2)，185-210。  new window
27.Fisk, R. P.、Young, C. E.(1985)。Disconfirmation of equity expectations: Effects on consumer satisfaction with services。Advances in Consumer Research，12(1)，340-345。  new window
28.Anderson, E. W.、Sullivan, M. W.(1993)。Theantecedents and consequences of customer satisfaction for firms。Marketing Science，12(2)，125-143。  new window
29.Maxham, J. G. Sr.、Netemeyer, R. G.(2002)。Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent。Journal of Retailing，78(4)，239-252。  new window
30.Kiang, M. Y.、Raghu, T. S.、Shang, K. H.(2000)。Marketing on the internet--Who can benefit from an online marketing approach?。Decision Support System，27(4)，383-393。  new window
31.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
32.Maxham, J. G. III、Netemeyer, R. G.(2003)。Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling。Journal of Marketing，67(1)，46-62。  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.Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。  new window
35.Sobel, Michael E.(1982)。Asymptotic confidence intervals for indirect effects in structural equation models。Sociological methodology，13(1)，290-312。  new window
36.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
37.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
38.McCollough, Michael A.、Berry, Leonard L.、Yadav, Manjit S.(2000)。An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery。Journal of Service Research，3(2)，121-137。  new window
39.Bitner, Mary Jo、Booms, Bernard Henry、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable and Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
40.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
41.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research，10(4)，398-409。  new window
42.Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing，69(4)，429-452。  new window
43.Smith, Amy K.、Bolton, Ruth N.、Wagner, Janet(1999)。A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery。Journal of Marketing Research，36(3)，356-372。  new window
44.Preacher, Kristopher J.、Hayes, Andrew F.(2008)。Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models。Behavior Research Methods，40(3)，879-891。  new window
45.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
46.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。  new window
47.Coverly, E. D.、Holme, N. O.、Keller, A. G.、Thompson, F. H. M.、Toyoki, S.(2002)。Service Recovery in the Airline Industry: Is It as Simple as Failed, Recovered, Satisfied?。The Management Review，3(1)，21-37。  new window
會議論文
1.王道行、王肇德(2009)。網路購物延遲交貨之服務補救策略研究。2009服務業行銷研討會。台中市：中興大學行銷學系。653-667。  延伸查詢new window
圖書
1.Lusch, Robert F.、Vargo, Stephen L.(2014)。Service-Dominant Logic: Premises, Perspectives, Possibilities。Cambridge University Press。  new window
2.行政院研考會(2013)。102年個人／家戶數位機會調查報告。臺北市：行政院。  延伸查詢new window
3.經濟部商業司(2012)。經濟部101年度新網路時代電子商務發展計畫--我國B2C 電子商店調查結案報告。台北市：財團法人資訊工業策進會。  延伸查詢new window
4.Homans, George Caspar(1961)。Social behavior: Its elementary forms。Harcourt, Brace & World, Inc.。  new window
5.Nunnally, Jum C.(1978)。Psychometric methods。McGraw-Hill Book Company。  new window
6.蕭文龍(2009)。多變量分析最佳入門實用書：SPSS+LISREL。臺北：碁峰資訊。  延伸查詢new window
7.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2009)。Multivariate Data Analysis。Prentice-Hall, Inc.。  new window
圖書論文
1.Tax, S. S.、Brown, S. W.(2000)。Service recovery: Researchinsights and practices。Handbook of Services Marketing and Management。SAGE Publications。  new window
 
 
 
 
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