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。 延伸查詢 |
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。 延伸查詢 |
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。 |
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。 |
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。 延伸查詢 |
6. | Schlesinger, L. A.、Heskett, J. L.(1991)。Breaking the cycle of failure in services。Sloan Management Review,32(3),17-28。 |
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。 |
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。 |
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。 |
10. | Simurda, S. J.(1994)。Clients from Hell。Home Office Computing,12(5),59-63。 |
11. | Bies, Robert J.、Shapiro, Debra L.(1987)。Interactional Fairness Judgments: The Influence of Causal Accounts。Social Justice Research,1(2),199-218。 |
12. | Ulrich, R. S.(1984)。View through a window may influence recovery from surgery。Science,224(4647),420-421。 |
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。 |
14. | Zemke, R.、Anderson, K.(1990)。Customers from Hell。Training,26(2),25-33。 |
15. | Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin,51(4),327-358。 |
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。 延伸查詢 |
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。 延伸查詢 |
18. | Bitner, M. J.、Booms, B.、Mohr, L.(1994)。Critical service encounters: The employees view。Journal of Marketing,58(4),95-106。 |
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。 |
20. | Power, C.(1991)。Value Marketing: Quality, Service, Fair and Pricing are the Keys to Selling in the 90's。Business Week,132-140。 |
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。 |
22. | Price, Linda L.、Arnould, Eric J.(1999)。Commercial Friendships: Service Provider-Client Relationships in Context。Journal of Marketing,63(4),38-56。 |
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。 |
24. | Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools,2(5),10-14。 |
25. | Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing,15(1),3-21。 |
26. | Westbrook, Robert A.(1987)。Product/Consumption-Based Affective Responses and Postpurchase Processes。Journal of Marketing Research,24(3),258-270。 |
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。 |
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。 |
29. | Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing,12(1),7-22。 |
30. | Grönroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceived Service Quality。Review of Business,9(3),10-13。 |
31. | Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review,40(1),75-88。 |
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。 |
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。 |
34. | Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing,63(4_suppl 1),33-44。 |
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。 |