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題名：從認知公平觀點探討服務補救對再購意願的影響：以臺北市民運動中心為例
書刊名：品質學報
作者：蘇維杉 引用關係／顏君彰／黃政紘
作者(外文)：Su, Wei-san／Yen, Chun-chang／Huang, Cheng-hung
出版日期：2017
卷期：24:6
頁次：頁452-470
主題關鍵詞：臺北市市民運動中心；服務補救；認知公平；再購意願；Taipei City Sports Center；Services recovery；Perceived justice；Repurchases
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(2) 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:2
  • 共同引用共同引用:98
  • 點閱點閱:22
期刊論文
1.陳林鴻、張少熙、戴琇惠(20090900)。臺北市市民運動中心服務品質、顧客滿意度與忠誠度關係之研究。管理實務與理論研究，3(3)，103-113。new window  延伸查詢new window
2.Sabharwal, Nidhi、Soch, Harmeen、Kaur, Harsandaldeep(2010)。Are We Satisfied with Incompetent Services? A scale development approach for service recovery。Journal of Services Research，10(1)，125-142。  new window
3.Morrisson, O.、Huppertz, J. W.(2010)。External equity, loyalty program membership,and service recovery。Journal of Services Marketing，24(3)，244-254。  new window
4.洪珠媚(20110700)。市民運動中心會員服務品質、滿意度與忠誠度之因果徑路關係研究--以臺北市中正運動中心為例。建國科大社會人文期刊，30(2)，87-97。new window  延伸查詢new window
5.Zhang, Y.、Fang, Y.、Wei, K. K.、Ramsey, E.、McCole, P.、Chen, H.(2011)。Repurchase Intention in B2C E-Commerce-A Relationship Quality Perspective。Information and Management，48(6)，192-200。  new window
6.Del Río-Lanza, A. B.、Vázquez-Casielles, R.、Díaz-Martín, A. M.(2009)。Satisfaction with Service Recovery: Perceived Justice and Emotional Responses。Journal of Business Research，62(8)，775-781。  new window
7.林鉦棽、彭台光(20120800)。組織研究的中介檢測：緣起、爭議、研究設計和分析。管理學報，29(4)，333-354。new window  延伸查詢new window
8.倪瑛蓮、施致平(20100900)。臺北市運動中心顧客參與預測模式分析。體育學報，43(3)，91-108。new window  延伸查詢new window
9.羅明屏、鄭志富(20120300)。行銷策略對消費者再購意願之研究--以臺北市中正運動中心為例。管理實務與理論研究，6(1)，15-32。new window  延伸查詢new window
10.Harris, K. E.、Grewal, D.、Mohr, L. A.、Bernhardt, K. L.(2006)。Consumer Responses to Recovery Strategies: The Moderating Role of Online versus Offline Environment。Journal of Business Research，59(4)，425-431。  new window
11.Kim, T. T.、Kim, W. G.、Kim, H.-B.(2009)。The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels。Tourism Management，30(1)，51-62。  new window
12.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
13.Wirtz, Jochen、Mattila, Anna S.(2004)。Consumer Responses to Compensation, Speed of Recovery and Apology after a Service Failure。International Journal of Service Industry Management，15(2)，150-166。  new window
14.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
15.Holloeay, B. B.、Wang, S.、Parish, J. T.(2005)。The Role of Cumulative Online Purchasing Experience in Service Recovery Management。Journal of Interactive Marketing，19(3)，54-66。  new window
16.Mittal, Vikas、Huppertz, John W.、Khare, Adwait(2008)。Customer Complaining: The Role of Tie Strength and Information Control。Journal of Retailing，84(2)，195-204。  new window
17.Schoefer, K.(2008)。The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters。Journal of Consumer Behaviour，7(3)，210-221。  new window
18.詹俊成、陳素青(20110600)。臺北市民運動中心使用者參與動機與承諾對參與行為之影響。體育學報，44(2)，207-225。new window  延伸查詢new window
19.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
20.Hess, Ronald L. Jr.、Ganesan, Shankar、Klein, Noreen 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
21.鄭紹成(20060600)。團體套裝旅遊服務失誤和服務補救期望之探索研究--兼以航空業和餐飲業驗證之。戶外遊憩研究，19(2)，33-61。new window  延伸查詢new window
22.Boshoff, C.(2007)。Understanding service recovery satisfaction from a service encounter perspective: a pilot study。South African Journal of Business Management，38(2)，41-51。  new window
23.郭德賓(20040600)。餐飲業顧客滿意、服務失誤與服務補救類型分析 : 臺灣地區餐廳之研究。觀光研究學報，10(2)，69-94。new window  延伸查詢new window
24.Goodwin, C.、Ross, I.(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research，25(2)，149-163。  new window
25.Tax, S. S.、Brown, S. W.、Chandrashekaran, M.(1998)。Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing。Journal of Marketing，62(2)，60-76。  new window
26.Grewal, D.、Roggeveen, A. L.、Tsiros, M.(2008)。The Effect of Compensation on Repurchase Intentions in Service Recovery。Journal of Retailing，84(4)，424-434。  new window
27.Maxham, J. G. III(2001)。Service recovery's influence on consumer satisfaction, positive word-of-mouth and purchase intentions。Journal of Business Research，54(1)，11-24。  new window
28.Swanson, S. R.、Kelley, S. W.(2001)。Attributions and outcomes of the service recovery process。Journal of Marketing Theory and Practice，9(4)，50-65。  new window
29.Konovsky, M. A.(2000)。Understanding procedural justice and its impact on business organizations。Journal of Management，26(3)，489-511。  new window
30.白凢芸、葉子明、林泉丞(20150400)。服務補救與購後行為--企業形象與先前經驗價值之干擾效果。品質學報，22(2)，105-120。new window  延伸查詢new window
31.林正哲、凌儀玲、賴其勛(20151200)。顧客抱怨是天使的聲音？服務接觸中客訴案例之研究--以某連鎖加油站公司為例。品質學報，22(6)，537-558。new window  延伸查詢new window
32.張宏生、林璐安(20071200)。不同服務失誤歸因下透過服務補救顧客價值--以臺灣旅館業為例。觀光旅遊研究學刊，2，23-44。new window  延伸查詢new window
33.蔡佳靜、劉建志(20151000)。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。管理與系統，22(4)，381-406。new window  延伸查詢new window
34.Shapiro, T.、Nieman-Gonder, J.(2006)。Effect of communication mode in justice-based service recovery。Managing Service Quality: An International Journal，16(2)，124-144。  new window
35.Roschk, H.、Gelbrich, K.(2014)。Identifying appropriate compensation types for service failures: a metaanalytic and experimental analysis。Journal of Service Research，17(2)，195-211。  new window
36.Kansal, P.(2013)。Service recovery and consumer satisfaction in Indian telecom industry: findings from a study using discriminant analysis。South Asian Journal of Management，20(4)，120-143。  new window
37.Grönroos, C.(1988)。Service quality: the six criteria of good perceived service。Review of Business，9(3)，10-13。  new window
38.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
39.Chen, Zhan、Dubinsky, Alan J.(2003)。A Conceptual Model of Perceived Customer Value in E-Commerce: A Preliminary Investigation。Psychology & Marketing，20(4)，323-347。  new window
40.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
41.Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology，51(6)，1173-1182。  new window
42.Mossholder, K. W.、Bennett, N.、Kemery, E. R.、Wesolowski, M. A.(1998)。Relationships between bases of power and work reactions: The mediational role of procedural justice。Journal of Management，24(4)，533-552。  new window
43.白凢芸、葉子明(20130600)。餐飲服務補救品質之設計與實證研究。品質學報，20(3)，305-321。new window  延伸查詢new window
44.Huppertz, John W.、Arenson, Sidney J.、Evans, Richard H.(1978)。An Application of Equity Theory to Buyer-Seller Exchange Situations。Journal of Marketing Research，15(2)，250-260。  new window
45.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
46.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
47.Hellier, Phillip K.、Geursen, Gus M.、Carr, Rodney A.、Rickard, John A.(2003)。Customer repurchase intention: A general structural equation model。European Journal of Marketing，37(11/12)，1762-1800。  new window
48.Andreassen, Tor Wallin(2000)。Antecedents to Satisfaction with Service Recovery。European Journal of Marketing，34(1/2)，156-175。  new window
49.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。  new window
50.Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。  new window
51.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。  new window
52.Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management，26(5)，467-473。  new window
53.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
54.DeWitt, Tom、Brady, Michael K.(2003)。Rethinking service recovery strategies the effect of rapport on consumer responses to service failure。Journal of Service Research，6(2)，193-207。  new window
55.McFarlin, D. B.、Sweeney, P. D.(1992)。Distributive and Procedural Justice as Predictors of Satisfaction with Personal and Organizational Outcomes。Academy of Management Journal，35(3)，626-637。  new window
56.李元恕(20090900)。服務失誤情境、服務補救與顧客認知公平對顧客關係回應之影響。顧客滿意學刊，5(2)，37-60。new window  延伸查詢new window
研究報告
1.臺北市政府主計處(2013)。市政統計週報（第746號）。  延伸查詢new window
圖書
1.劉田修(2000)。臺北市市民運動中心規劃研究。臺北市：臺北市立體育場。  延伸查詢new window
2.Klein, R. B.(2005)。Principles and practice of structural equation modeling。Guildford Press。  new window
3.Grönroos, C.(2006)。Service Management and Marketing: Customer Management in Service Competition。Chichester：Wiley。  new window
4.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。  new window
5.吳明隆(2007)。結構方程模式：AMOS的操作與應用。臺北：五南。  延伸查詢new window
6.吳明隆(2009)。結構方程模式：方法與實務應用。麗文文化事業股份有限公司。  延伸查詢new window
7.吳明隆、涂金堂(2005)。SPSS與統計應用分析實務。五南圖書出版股份有限公司。  延伸查詢new window
8.Blackwell, Roger D.、Miniard, Paul W.、Engel, James F.(2001)。Consumer Behavior。Mason, OH：South-Western Thomson Learning。  new window
9.MacKinnon, David P.(2008)。Introduction to Statistical Mediation Analysis。New York：Taylor & Francis Group：Lawrence Erlbaum Associates。  new window
10.Hair, J. F.、Anderson, R. E.、Tatham, R.、Black, W. C.、Babin, B. J.(2010)。Multivariate Data Analysis with Readings。Prentice Hall International。  new window
 
 
 
 
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