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題名：服務失誤對企業形象及忠誠度影響之研究--以餐廳業為例
書刊名：島嶼觀光研究
作者：陳細鈿 引用關係／陳瓊雯／張雪楓 引用關係／王靖欣 引用關係
作者(外文)：Chen, Hsi-tien／Chen, Chiung-wen／Chang, Hsueh-feng／Wang, Ching-hsin
出版日期：2018
卷期：11:4
頁次：頁39-72
主題關鍵詞：服務失誤；服務補救；企業形象；忠誠度；Service failure；Service recovery；Corporate image；Loyalty
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:44
  • 點閱點閱:6
期刊論文
1.La, S.、Choi, B.(2012)。The role of customer affection and trust in loyalty rebuilding after service failure and recovery。The Service Industries Journal，32(1)，105-125。  new window
2.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
3.Chen, H. T.、Lin, T. W.(2012)。How a 3D Tour Itinerary Promotion Affect Consumers' Intention to Purchase a Tour Product?。Information Technology Journal，11(10)，1357-1368。  new window
4.MacCallum, R. C.、Hong, S.(1997)。Power analysis in covariance structure modeling using。Multivariate Behavioral Research，32(2)，193-210。  new window
5.McColl-Kennedy, Janet R.、Sparks, Beverley A.(2003)。Application of Fairness Theory to Service Failures and Service Recovery。Journal of Service Research，5(3)，251-266。  new window
6.程永明(20090300)。醫療服務補救不一致對醫院形象與醫病關係維繫影響之研究：公平理論觀點。東吳經濟商學學報，64，93-128。new window  延伸查詢new window
7.Yim, Chi Kin、Gu, Flora Fang、Chan, Kimmy Wa、Tse, David K.(2003)。Justice-based service recovery expectations: measurement and antecedents。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，16(1)，36-52。  new window
8.Komunda, M.、Osarenkhoe, A.(2012)。Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty。Business Process Management Journal，18(1)，82-103。  new window
9.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
10.Hart, Allison E.、Rosenberger, Philip J.(2004)。The effect of corporate image in the formation of customer loyalty: An Australian replication。Australian Marketing Journal，12(3)，88-96。  new window
11.Lapidus, R. S.、Pinkerton, L.(1995)。Customer complaint situations: An equity theory。Psychology and Marketing，12(2)，105-122。  new window
12.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
13.林玥秀、黃文翰、黃毓伶(20030600)。服務失誤及服務補救之類型分析--以臺灣地區之餐廳為例。觀光研究學報，9(1)，39-59。new window  延伸查詢new window
14.Neal, W. D.(1999)。Satisfaction is nice but value drives loyalty--the most satisfied customer may not necessarily be the most loyal。Marketing Research，11(1)，20-23。  new window
15.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
16.Goodwin, Cathy、Ross, Ivan(1990)。Consumer evaluations of responses to complaints: What's fair and why。The Journal of Consumer Marketing，7(2)，39-47。  new window
17.Bejou, D.、Palmer, A.(1998)。Service failure and loyalty: an exploratory empirical study of airline customer。The Journal of Services Marketing，12(1)，7-22。  new window
18.Oliver, Richard L.、Swan, John E.(1989)。Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing，53(2)，21-35。  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.Etzel, M. J.、Silverman, B. I.(1981)。A managerial perspective on directions for retail customer dissatisfaction research。Journal of Retailing，57(3)，124-136。  new window
21.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
22.Maxham, J. G. I.、Netemeyer, R. G.(2003)。Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluation of Complaint Handling。Journal of Marketing，67(1)，29-45。  new window
23.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
24.劉宗其、李奇勳、黃吉村、Warden, Clyde A.(20010100)。服務失誤類型、補償措施與再惠顧率之探索性研究--以CIT法應用於餐飲業為例。管理評論，20(1)，65-97。new window  延伸查詢new window
25.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
26.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management，11(4-6)，509-514。  new window
27.Boshoff, C.(2005)。A re-assessment and refinement of RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery。Managing Service Quality，15(5)，410-425。  new window
28.Mueller, R. D.、Palmer, A.、Mack, R.、McMullan, R.(2003)。Service in the restaurant industry: an American and Irish comparison of service failures and recovery strategies。International Journal of Hospitality Management，22(4)，395-418。  new window
29.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
30.Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science，22(1)，52-61。  new window
31.Cho, Y.、Im, I.、Hiltz, R.(2003)。The impact of e-services failures and customer complaints on electronic commerce customer relationship management。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，16，106-118。  new window
32.Brinberg, David、Wood, Ronald(1983)。A resource exchange theory analysis of consumer behavior。Journal of Consumer Research，10(3)，330-338。  new window
33.Gustafsson, A.(2009)。Customer satisfaction with service recovery。Journal of Business Research，62(11)，1220-1222。  new window
34.Zeithaml, V. A.、Berry, L. L.、Parasuraman, A.(1996)。The Behavioral Consequence of Service Quality。Journal of Marketing，60(2)，31-46。  new window
35.Lusch, Robert F.、Brown, James R.(1996)。Interdependency, Contracting, and Relational behavior in Marketing Channels。Journal of Marketing，60(4)，19-38。  new window
36.Conlon, D. E.、Murray, N. M.(1996)。Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations。Academy of Management Journal，39(4)，1040-1056。  new window
37.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
38.Wen, B.、Chi, C. G. Q.(2013)。Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers。International Journal of Contemporary Hospitality Management，25(3)，306-327。  new window
39.Andreassen, Tor Wallin、Lindestad, Bodil(1998)。The Effect of Corporate Image in the Formation of Customer Loyalty。Journal of Service Research，1(1)，82-92。  new window
40.陳細鈿、陳貴凰、張柏文、賴鈺欣、甘姵柔、陳瑀薔、劉怡君、廖苑辰(20151200)。服務補救知覺與補救後滿意度之關係--兼論失誤嚴重性與補救效益的調節效果。運動休閒餐旅研究，10(4)，1-23。new window  延伸查詢new window
41.Blodgett, J. G.、Granbois, D. H.、Walters, R. G.(1993)。The Effects of Perceived Justice on Complaints' Negative Word-of-Mouth Behavior and Repatronage Intentions。Journal of Retailing，69(4)，399-427。  new window
42.Blodgett, J. G.、Hill, D. J.、Tax, S. S.(1997)。The effects of distributive justice, procedural and interactional justice on postcomplaint behavior。Journal of Retailing，73(2)，185-210。  new window
43.Cheung, M. F.、To, W. M.(2017)。The effect of organizational responses to service failures on customer satisfaction perception。Service Business，11(4)，767-784。  new window
44.Choi, B.、Choi, B. J.(2014)。The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth。European Journal of Marketing，48(1/2)，108-131。  new window
45.Goodwin, C.、Ross, I.(1992)。Consumer responses to service failures: Influence of procedural and international fairness perception。Journal of Business Research，25，149-163。  new window
46.Varela-Neira, C.、Vázquez-Casielles, R.、Iglesias-Argüelles, V.(2008)。The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context。The Service Industries Journal，28(4)，497-512。  new window
47.Xu, X.、Liu, W.、Gursoy, D.(2018)。The Impacts of Service Failure and Recovery Efforts on Airline Customers' Emotions and Satisfaction。Journal of Travel Research，58(6)，1034-1051。  new window
48.Migacz, S. J.、Zou, S.、Petrick, J. F.(2018)。The "Terminal" effects of service failure on airlines: Examining service recovery with justice theory。Journal of Travel Research，57(1)，83-98。  new window
49.Keller, K. L.(1993)。Conceptualising, measuring, managing customer-based brand。Journal of Marketing，57(1)，1-23。  new window
50.Jackson, A. L.、Inger, R.、Bearhop, S.、Parnell, A.(2009)。Erroneous behaviour of MixSIR, a recently published Bayesian isotope mixing model: a discussion of Moore & Semmens (2008)。Ecology Letters，12(3)，E1-E5。  new window
51.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
52.Chase, R. B.、Dasu, S.(2001)。Want to perfect your company's service? Use behavioral science?。Harvard Business Review，79(6)，78-85。  new window
53.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
54.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
55.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
56.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
57.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing，49(4)，41-50。  new window
58.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
59.Bloemer, Josée、Odekerken-Schröder, Gaby(2002)。Store satisfaction and store loyalty explained by customer and store-related factors。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，15(1)，68-80。  new window
60.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
61.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
62.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
63.Andreassen, Tor Wallin(2000)。Antecedents to Satisfaction with Service Recovery。European Journal of Marketing，34(1/2)，156-175。  new window
64.Bayton, J. A.(1959)。Researching the Corporate Image。Public Relation，1(4)，3-8。  new window
65.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
66.Blodgett, Jeffrey G.、Wakefield, Kirk L.、Barnes, James H.(1995)。The effects of consumer service on consumer complaining behavior。Journal of Service Marketing，9(4)，31-42。  new window
67.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。  new window
68.Fisk, R. P.、Brown, S. W.、Bitner, M. J.(1993)。Tracking the Evolution of the Service Marketing Literature。Journal of Retailing，69(1)，61-103。  new window
69.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
70.Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review，71(2)，64-73。  new window
71.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
72.Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing，9(1)，15-23。  new window
73.Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review，40(1)，75-88。  new window
74.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
75.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
76.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
77.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.王英櫻(2001)。服務補救之顧客滿意度--以公平理論來探討(碩士論文)。中國文化大學。  延伸查詢new window
圖書
1.Byrne, B. M.(2010)。Structural equation modeling using AMOS: Basic concepts, applications, and programming。New York：Routledge。  new window
2.Kline, R. B.(2010)。Principle and Practice of Structural Equation Modeling。The Guilford Press。  new window
3.Bollen, Kenneth A.(1989)。Structural equations with latent variables。New York：John Wiley & Sons, Inc.。  new window
4.Peter, J. P.、Olson, J. C.(1987)。Consumer behavior and marketing strategy。McGraw-Hill/Irwin。  new window
5.Walters, Charles G.(1978)。Consumer behavior: An integrated framework。Richard D. Irwin Inc.。  new window
6.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
7.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
8.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate Data Analysis。Prentice-Hall。  new window
圖書論文
1.Austin, William G.(1979)。Justice freedom and self-interest in intergroup relations。The Social Psychology of Intergroup Relations。Brooks/Cole。  new window
2.Fisk, R. P.、Young, C. E.(1985)。Disconfirmation of Equity Expectations: Effects on Consumer Satisfaction with Services。Advances in Consumer Research。Provo, UT：Association for Consumer Research。  new window
 
 
 
 
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