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題名:探討餐飲業服務失誤、認知公平、服務補救對關係品質和顧客滿意度的影響--以難纏顧客行為為干擾變數
書刊名:績效與策略研究
作者:陳鉦達 引用關係張雅媛鄭青展 引用關係王奕雯
作者(外文):Chen, Cheng-taChang, Ya-yuanCheng, Ching-chanWang, I-wen
出版日期:2015
卷期:12:1
頁次:頁27-49
主題關鍵詞:服務失誤服務補救關係品質顧客滿意度難纏顧客Service failureService recoveryRelationship qualityCustomer satisfactionDifficult customer
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:91
  • 點閱點閱:6
期刊論文
1.李孟訓、周建男、林俞君(20061200)。休閒農場之服務品質、關係品質與顧客忠誠度之關聯性研究。農業經濟半年刊,80,125-168。new window  延伸查詢new window
2.鄭紹成(19990600)。服務失誤、服務補救、與購買意圖之研究。東吳經濟商學學報,25,61-92。new window  延伸查詢new window
3.Hoffman, K. Douglas、Kelley, Scott W.(2000)。Perceived justice needs and recovery evaluation: a contingency approach。European Journal of Marketing,34(3/4),418-433。  new window
4.Yeung, M. C. H.、Ennew, C. T.(2001)。Measuring the impact of Customer Satisfaction on Profitability: A Sectoral Analysis。Journal of Targeting, Measurement and Analysis for Marketing,10(2),106-116。  new window
5.王正方、鄭青展、徐軍蘭(20120300)。探討餐飲業自助式電子點餐服務之接受意願與營運績效--整合顧客與業者觀點。績效與策略研究,9(1),63-83。new window  延伸查詢new window
6.Schlesinger, L. A.、Heskett, J. L.(1991)。Breaking the cycle of failure in services。Sloan Management Review,32(3),17-28。  new window
7.Maxham, James G. III、Netemeyer, Richard G.(2002)。A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts。Journal of Marketing,66(4),57-71。  new window
8.Clark, Gary L.、Kaminski, Peter F.、Rink, David R.(1992)。Consumer Complaints: Advice on How Companies Should Respond Based on An Empirical Study。The Journal of Services Marketing,6(1),41-50。  new window
9.Goodwin, Cathy、Ross, Ivan(1992)。Consumer Response to Service Failure: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25(2),149-163。  new window
10.Simurda, S. J.(1994)。Clients from Hell。Home Office Computing,12(5),59-63。  new window
11.Bies, Robert J.、Shapiro, Debra L.(1987)。Interactional Fairness Judgments: The Influence of Causal Accounts。Social Justice Research,1(2),199-218。  new window
12.Ulrich, R. S.(1984)。View through a window may influence recovery from surgery。Science,224(4647),420-421。  new window
13.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
14.Zemke, R.、Anderson, K.(1990)。Customers from Hell。Training,26(2),25-33。  new window
15.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin,51(4),327-358。  new window
16.胡凱傑、呂明頴、黃美婕(20100300)。航空貨運站服務品質、創新能力與企業形象對顧客滿意度與忠誠度之影響。商略學報,2(1),37-54。new window  延伸查詢new window
17.胡秀媛、鄭青展(20121000)。整合臺灣顧客滿意度指標、關係慣性、轉換障礙探討智慧型手機之顧客滿意度。永續發展與管理策略,4(2),37-53。new window  延伸查詢new window
18.Bitner, M. J.、Booms, B.、Mohr, L.(1994)。Critical service encounters: The employees view。Journal of Marketing,58(4),95-106。  new window
19.Hong, S. C.、Goo, Y. J. J.(2004)。A causal model of customer loyalty in professional servicefirms: An empirical study。International Journal of Management,21(4),531-540。  new window
20.Power, C.(1991)。Value Marketing: Quality, Service, Fair and Pricing are the Keys to Selling in the 90's。Business Week,132-140。  new window
21.Roberts, C. M.、Andelman, Sandy、Branch, George、Bustamante, R. H.、Castilla, J. C.、Dugan, J.、Halpern, B. S.、Lafferty, K. D.、Leslie, H.、Lubchenco, J.、McArdle, D.、Possingham, H. P.、Ruckelshaus, M.、Warner, Robert R.(2003)。Ecological criteria for evaluating candidate sites for marine reserves。Ecological Applications,13,199-214。  new window
22.Price, Linda L.、Arnould, Eric J.(1999)。Commercial Friendships: Service Provider-Client Relationships in Context。Journal of Marketing,63(4),38-56。  new window
23.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。  new window
24.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools,2(5),10-14。  new window
25.Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing,15(1),3-21。  new window
26.Westbrook, Robert A.(1987)。Product/Consumption-Based Affective Responses and Postpurchase Processes。Journal of Marketing Research,24(3),258-270。  new window
27.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science,28(1),150-167。  new window
28.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
29.Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing,12(1),7-22。  new window
30.Grönroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceived Service Quality。Review of Business,9(3),10-13。  new window
31.Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review,40(1),75-88。  new window
32.Tax, Stephen S.、Brown, Stephen W.、Chandrashekaran, Murali(1998)。Customer evaluation of service complaint experience: Implications for relationship marketing。Journal of Marketing,62(2),60-77。  new window
33.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。  new window
34.Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing,63(4_suppl 1),33-44。  new window
35.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
學位論文
1.賴其勛(1997)。消費者抱怨行為、抱怨後行為及其影響因素之研究(博士論文)。國立臺灣大學。new window  延伸查詢new window
2.鄭紹成(1997)。服務業服務失誤、挽回服務與顧客反應之研究(博士論文)。文化大學。new window  延伸查詢new window
3.黃靖文(2004)。量販店服務品質、顧客滿意度與忠誠度間關係之研究--以大台北地區大潤發量販店為例(碩士論文)。大同大學。  延伸查詢new window
4.尹子平(2003)。難纏顧客對領隊服務品質影響之研究(碩士論文)。世新大學。  延伸查詢new window
圖書
1.徐茂練(2004)。顧客關係管理。台北:全華科技圖書。  延伸查詢new window
2.Lovelock, C. H.(2001)。Service Marketing in Managing Service Encounters。Prentice-Hall。  new window
3.陳佩秀(2001)。地獄來的顧客--搞定難纏顧客的生存指南。台北:遠流出版事業股份有限公司。  延伸查詢new window
4.Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY:Lexington Books。  new window
5.Levitt, Theodore(1983)。The Marketing Imagination。London:Collier Macmillan。  new window
 
 
 
 
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