:::

詳目顯示

回上一頁
題名:The Influence of Customer Participation in Service Recovery on Overall Satisfaction and Repurchase Intention
書刊名:國立虎尾科技大學學報
作者:黃輝雄 引用關係王瑞顯 引用關係龔聖雄 引用關係
作者(外文):Huang, Hui HsiungWang, Juei ShenKung, Sheng Hsiung
出版日期:2016
卷期:33:2
頁次:頁1-11
主題關鍵詞:共同補救共創價值消費者參與服務失誤服務補救Co-recoveryCo-creation valueCustomer participationService failureService recovery
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(1) 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:1
  • 共同引用共同引用:0
  • 點閱點閱:21
本研究以共創價值為基礎,探討當服務失誤出現時,消費者參與補救對企業整體滿意度與再購意願之影響。本文採取「受測者間因子實驗設計」進行假設檢定,共計180 位南部大學生,隨機被平均分配於三種補救實驗文本(無補救/未提供參與補救/提供參與補救)。研究發現,當企業提供補救或參與補救時,消費者對企業整體滿意度與再購意願高於企業未提供補救時;而且,企業提供消費者參與補救時的企業整體滿意度與再購意願顯著高於企業只提供補救時。理論與管理意涵均將予以說明。
Based on co-creation value, this study explored that the effect of customer participation in service recovery on repurchase intention and overall satisfaction with the organization when service failure was caused by a firm itself. A between-subject factorial experiment was carried out to test our hypotheses.A hundred eighty undergraduates of a university in southern Taiwan participated in a 3(Recovery: without recovery vs. absent co-recovery vs. present co-recovery) between-subject experiment. The findings of this study indicate that customers have higher overall satisfaction with the organization and repurchase intention when service recovery is given than when it is not given. Compared to absent co-recovery, co-recovery improves overall satisfaction with the organization and repurchase intention. Theoretical and managerial implications are discussed.
期刊論文
1.Namasivayam, K.、Hinkin, T. R.(2003)。The customer's role in the service encounter: the effects of control and fairness。Cornell Hotel and Restaurant Administrative Quarterly,44(3),26-34。  new window
2.Chan, H.、Wan, L. C.(2008)。Consumer responses to service failure: a resource preference model of cultural influences。Journal of International Marketing,16(1),72-97。  new window
3.Chang, C. C.(2008)。Choice, perceived control, and customer satisfaction: the psychology of online service recovery。CyberPsychology and Behavior,11(3),321-328。  new window
4.Hess, R. L. Jr.(2008)。The impact of firm reputation and failure severity on customers' responses to service failures。Journal of Service Marketing,22(5),385-398。  new window
5.Hess, R. L. Jr.、Ganesan, S.、Klein, N. M.(2007)。Interactional service failures in a pseudorelationship: the role of organizational attributions。Journal of Retailing,83(1),79-95。  new window
6.Johnston, R.、Michel, S.(2008)。Three outcomes of service recovery: customer recovery, process recovery and employee recovery。International Journal of Operations and Production Management,28(1),79-99。  new window
7.Karande, K. V.、Magnini, V. P.、Tam, L.(2007)。Recovery voice and satisfaction after service failure。Journal of Service Research,10(2),187-203。  new window
8.Kim, N.、Ulgado, F. M.(2012)。The effect of on-the-spot versus delayed compensation: the moderating role of failure severity。Journal of Services Marketing,26(3),158-167。  new window
9.Mattila, A. S.(2010)。Do women like options more than men? an examination in the context of service recovery。Journal of Services Marketing,24(7),499-508。  new window
10.Roggeveen, A. L.、Tsiros, M.、Grewal, D.(2012)。Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?。Journal of the Academy of Marketing Science,40(6),771-790。  new window
11.Smith, J. S.、Karwan, K. R.(2010)。Empirical profiles of service recovery systems: the maturity perspective。Journal of Service Research,13(1),111-125。  new window
12.Choi, S.、Mattila, A. S.(2008)。Perceived controllability and service expectation: influences on customer reactions following service failure。Journal of Business Research,61(1),24-30。  new window
13.Weun, S.、Beatty, S. E.、Jones, M. A.(2004)。The impact of service failure severity on service recovery evaluations and post-recovery relationships。The Journal of Services Marketing,18(2),133-146。  new window
14.Bateson, J. E. G.(1985)。Self-Service Consumer: An Exploratory Study。Journal of Retailing,61(3),49-76。  new window
15.Claycomb, Cindy、Lengnick-Hall, Cynthia A.、Inks, Lawrence W.(2001)。The Customer as a Productive Resource: A Pilot Study and Strategic Implications。Journal of Business Strategies,18(1),47-69。  new window
16.Weiner, B.(1985)。'Spontaneous' causal thinking。Psychological Bulletin,97(1),74-84。  new window
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。  new window
18.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
19.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
20.Smith, Amy K.、Bolton, Ruth N.(2002)。The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments。Journal of the Academy of Marketing Science,30(1),5-23。  new window
21.Agrawal, A. K.、Rahman, Z.(2015)。Role and resource contributions of customers in value co-creation。International Strategic Management Review,3(1/2),144-160。  new window
22.Huang, H.、Su, H.、Cheng, K.、Chang, C.(2012)。The effects of attribution and price compensation on perceived price fairness under various service failures。NTU Management Review,22(2),309-340。  new window
23.Mathis, E. F.、Kim, H. L.、Uysal, M.、Sirgy, J. M.、Prebensen, N. K.(2016)。The effect of co-creation experience on outcome variable。Annals of Tourism Research,57,62-75。  new window
24.Merlo, O.、Eisingerich, A. B.、Auh, S.(2014)。Why customer participationmatters。MIT Sloan Management Review,55(2),81-88。  new window
25.Xu, Y.、Marshall, R.、Edvardsson, B.、Tronvoll, B.(2014)。Show you care: initiating co-creation in service recovery。Journal of Service Management,25(3),369-387。  new window
26.Kelley, Scott W.、Donnelly, James H. Jr.、Skinner, Steven J.(1990)。Customer participation in service production and delivery。Journal of Retailing,66(3),315-335。  new window
27.Dabholkar, Pratibba A.、Bagozzi, Richard P.(2002)。An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors。Journal of the Academy of Marketing Science,30(3),184-201。  new window
28.Bendapudi, Neeli、Leone, Robert P.(2003)。Psychological Implications of Customer Participation in Co-Production。Journal of Marketing,67(1),14-28。  new window
29.Vargo, Stephen L.、Lusch, Robert F.(2004)。Evolving to a new dominant logic for marketing。Journal of Marketing,68(1),1-17。  new window
30.Dong, Beibei、Evans, Kenneth R.、Zou, Shaoming(2008)。The effects of customer participation in co-created service recovery。Journal of the Academy of Marketing Science,36(1),123-137。  new window
31.Prahalad, C. K.、Ramaswamy, Veiikat(2000)。Co-opting customer competence。Harvard Business Review,78(1),79-87。  new window
32.Meuter, M. L.、Bitner, M. J.、Ostrom, A. L.、Brown, S. W.(2005)。Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies。Journal of Marketing,69(2),61-83。  new window
33.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
34.Mills, Peter K.、Morris, James H.(1986)。Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation。Academy of Management Review,11(4),726-735。  new window
35.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research,10(4),398-409。  new window
36.Grönroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceived Service Quality。Review of Business,9(3),10-13。  new window
37.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
38.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
39.Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review,40(1),75-88。  new window
40.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
會議論文
1.Meuter, M. L.、Bitner, M. J.(1998)。Self-service technologies: Extending service frameworks and identifying issues for research。American Marketing Association Conference。Chicago:American Marketing Association。12-19。  new window
圖書
1.Schneider, Benjamin、Bowen, David E.(1995)。Winning the service game。Harvard Business School Press。  new window
圖書論文
1.Dabholkar, P. A.(1990)。How to improve perceived service quality by improving customer participation。Developments in marketing science。Cullowhee, NC:Journal of the Academy of Marketing Science。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
QR Code
QRCODE