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題名:重建關係之路:電商平臺中消費者寬恕之特性與效果
書刊名:臺大管理論叢
作者:李涵 引用關係施權峰黃恆獎
作者(外文):Lee, HanShih, Chuan-fengHuang, Heng-chiang
出版日期:2020
卷期:30:1
頁次:頁201-234
主題關鍵詞:網路購物服務失誤消費者寬恕信任失誤補救E-purchaseService failureConsumer forgivenessTrustService 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(4) 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:4
  • 共同引用共同引用:26
  • 點閱點閱:7
期刊論文
1.McCullough, M. E.、Rachal, K. C.、Sandage, S. J.、Worthington, E. L. Jr.、Brown, S. W.、Hight, T. L.(1998)。Interpersonal Forgiving in Close Relationships: II. Theoretical Elaboration and Measurement。Journal of Personality and Social Psychology,75(6),1586-1603。  new window
2.Hoffman, K. D.、Kelley, S. W.、Forbes, L. P.(2005)。Typologies of E-commerce Retail Failures and Recovery Strategies。Journal of Services Marketing,19(5),280-292。  new window
3.Holloway, Betsy B.、Beatty, Sharon E.(2003)。Service Failure in Online Retailing: A Recovery Opportunity。Journal of Service Research,6(1),92-105。  new window
4.Hocutt, Mary Ann、Bowers, Michael R.、Todd Donavan, D.(2006)。The Art of Service Recovery: Fact or Fiction?。Journal of Services Marketing,20(3),199-207。  new window
5.Fornell, C.、Wernerfelt, B.(1988)。A model for customer complaint management。Marketing Science,7(3),271-298。  new window
6.Magnini, Vincent P.、Ford, John B.、Markowski, Edward P.、Honeycutt, Earl D. Jr.(2007)。The Service Recovery Paradox: Justifiable Theory or Smoldering Myth?。Journal of Services Marketing,21(3),213-225。  new window
7.汪志堅、吳宜環(20131200)。情緒發洩、報復與利他:服務失誤後之線上負面口碑。臺大管理論叢,24(1),173-205。new window  延伸查詢new window
8.Bhandari, M. S.、Tsarenko, Y.、Polonsky, M. J.(2007)。A proposed multi-dimensional approach to evaluating service recovery。Journal of Services Marketing,21(3),174-185。  new window
9.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
10.Weun, S.、Beatty, S. E.、Jones, M. A.(2004)。The impact of service failure severity on service recovery evaluations and post-recovery relationships。Journal of Services Marketing,18(2),133-146。  new window
11.Aquino, K.、Tripp, T. M.、Bies, R. J.(2001)。How employees respond to personal offense: The effects of blame attribution, victim status, and offender status on revenge and reconciliation in the workplace。Journal of Applied Psychology,86(1),52-59。  new window
12.Enright, R. D.、Gassin, E. A.、Wu, C. R.(1992)。Forgiveness: A developmental view。Journal of Moral Education,21(2),99-114。  new window
13.劉春初、鄧瑜旻、王澤宇(20091200)。服務品質、品牌形象、顧客滿意度與再購意願之關係--以國際品牌行動電話為例。中華管理學報,10(4),17-38。new window  延伸查詢new window
14.Wolfinbarger, Mary F.、Gilly, Mary C.(2001)。Shopping Online for Freedom, Control, and Fun。California Management Review,43(2),34-55。  new window
15.Duhachek, A.(2005)。Coping: A multidimensional, hierarchical framework of responses to stressful consumption episodes。Journal of Consumer Research,32(1),41-53。  new window
16.Goodwin, Cathy、Ross, Ivan(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25(2),149-163。  new window
17.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
18.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
19.Folkman, S.、Lazarus, R. S.、Dunkel-Schetter, C.、DeLongis, A.、Gruen, R. J.(1986)。Dynamics of a stressful encounter: Cognitive appraisal, coping, and encounter outcomes。Journal of Personality and Social Psychology,50(5),992-1003。  new window
20.Casidy, R.、Shin, H.(2015)。The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions。Journal of Retailing and Consumer Services,27,103-112。  new window
21.Halstead, Diane、Morash, Edward A.、Ozment, John(19960600)。Comparing Objective Service Failures and Subjective Complaints: An Investigation of Domino and Halo Effects。Journal of Business Research,36(2),107-115。  new window
22.Worthington, E. L. Jr.、Scherer, M.(2004)。Forgiveness is an emotion-focused coping strategy that can reduce health risks and promote health resilience: theory, review, and hypotheses。Psychology and Health,19(3),385-405。  new window
23.Milne, George R.、Boza, Maria-Eugenia(1999)。Trust and Concern in Consumers' Perceptions of Marketing Information Management Practices。Journal of Interactive Marketing,13(1),5-24。  new window
24.Buttle, F.、Burton, J.(2002)。Does service failure influence customer loyalty。Journal of Consumer Behavior,1(3),217-227。  new window
25.Oliver, Richard L.(1981)。Measurement and Evaluation of Satisfaction Processes in Retailing Settings。Journal of Retailing,57(3),25-48。  new window
26.Zourrig, H.、Chebat, J. C.、Toffoli, R.(2009)。Consumer revenge behavior: A cross-cultural perspective。Journal of Business Research,62(10),995-1001。  new window
27.Joireman, J.、Grégoire, Y.、Devezer, B.、Tripp, T. M.(2013)。When do customers offer firms a "second chance" following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation。Journal of Retailing,89(3),315-337。  new window
28.Bollen, Kenneth A.、Stine, Robert A.(1992)。Bootstrapping goodness-of-fit measures in structural equation models。Sociological Methods & Research,21(2),205-229。  new window
29.Rye, M. S.、Loiacono, D. M.、Folck, C. D.、Olszewski, B. T.、Heim, T. A.、Madia, B. P.(2001)。Evaluation of the psychometric properties of two forgiveness scales。Current Psychology,20(3),260-277。  new window
30.林俊昇、林政佑、周恩頤(20160600)。服務體驗管理:亞洲文獻回顧與未來研究方向。臺大管理論叢,26(2),303-352。new window  延伸查詢new window
31.Anderson, Erin W.、Weitz, Barton(1989)。Determinants of continuity in conventional industrial channel dyads。Marketing Science,8(4),310-323。  new window
32.Tenenhaus, M.、Vinzi, Vincenzo Esposito、Chatelin, Y.-M.、Lauro, Carlo(2005)。PLS path modeling。Computational Statistics and Data Analysis,48(1),159-205。  new window
33.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
34.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect。Harvard Business Review,73(6),88-99。  new window
35.Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing,61(2),35-51。  new window
36.De Coverly, E.、Holme, N. O.、Keller, A. G.、Thompson, F. H. M.、Toyoki, S.(2002)。Service recovery in the airline industry: Is it as simple as failed, recovered, satisfied?。The Marketing Review,3(1),21-37。  new window
37.Anderson, Lynda A.、Dedrick, Robert F.(1990)。Development of the Trust in Physician Scale: A Measure to Assess Interpersonal Trust in Patient-Physician Relationships。Psychological Reports,67(suppl.3),1091-1100。  new window
38.黃輝雄、蘇宏仁、曾光華、張佳榮(20120600)。不同服務失誤情況下,歸因和補償對消費者知覺價格公平性之影響。臺大管理論叢,22(2),309-339。new window  延伸查詢new window
39.Hannawa, A. F.、Shigemoto, Y.、Little, T. D.(2016)。Medical errors: Disclosure styles, interpersonal forgiveness, and outcomes。Social Science & Medicine,156,29-38。  new window
40.Kruger, L.、Mostert, P. G.(2015)。The influence of cell phone users' relationship intentions on expectations and perceptions of service recovery。South African Journal of Business Management,46(1),57-69。  new window
41.McCullough, M. E.、Worthington, J.、Rachal, K. C.(1997)。Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement。Journal of Personality and Social Psychology,75(6),1586-1603。  new window
42.Mousavi, M.、Esfidani, M. R.(2013)。A comprehensive model of customers' complaint behavior。International Journal of Academic Research in Business and Social Sciences,3(5),548-569。  new window
43.Tuy, S.、Sajtos, L.(2012)。Achieving forgiveness: Do service recoveries and relationships really matter?。ACR Asia-Pacific Advances,10,346-349。  new window
44.Tsarenko, Y.、Tojib, D. R.(2012)。The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes。Journal of Marketing Management,28(9/10),1217-1239。  new window
45.Tsarenko, Y.、Tojib, D. R.(2011)。A transactional model of forgiveness in the service failure context: A customer-driven approach。Journal of Services Marketing,25(5),381-392。  new window
46.Tsarenko, Y.、Gabbott, M.(2006)。Forgiveness: A new insight into business relationships。Enhancing Knowledge Development in Marketing,17,30-36。  new window
47.Vitaliano, P. P.、Russo, J.、Weber, L.、Celum. C.(1993)。The dimensions of stress scale: Psychometric properties。Journal of Applied Social Psychology,23(22),1847-1878。  new window
48.Zourrig, H.、Chebat, J. C.、Toffoli, R.(2009)。Exploring cultural differences in customer forgiveness behavior。Journal of Service Management,20(4),404-419。  new window
49.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
50.Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing,27(9),19-35。  new window
51.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
52.Urbach, Nils、Ahlemann, Frederik(2010)。Structural equation modeling in information systems research using partial least squares。Journal of Information Technology Theory and Application,11(2),5-40。  new window
53.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
54.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Walsh, Gianfranco、Gremler, Dwayne D.(2004)。Electronic Word-of-Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?。Journal of Interactive Marketing,18(1),38-52。  new window
55.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
56.Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science,28(1),138-149。  new window
57.Blodgett, Jeffrey G.、Wakefield, Kirk L.、Barnes, James H.(1995)。The Effects of Customer Service on Consumer Complaining Behavior。Journal of Services Marketing,9(4),31-42。  new window
58.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
59.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management,12(4),531-544。  new window
60.Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management,8(2),110-130。  new window
61.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
62.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
63.Davis, M. H.(1980)。A Multidimensional Approach to Individual Differences in Empathy。JSAS: Catalog of Selected Documents in Psychology,10(4),85-104。  new window
64.Wiegmann, D. A.、Shappell, S. A.(1997)。Human Factors Analysis of Postaccident Data: Applying Theoretical Taxonomies of Human Error。The International Journal of Aviation Psychology,7(1),67-81。  new window
研究報告
1.Zeithaml, Valarie A.、Parasuraman, Ananthanarayanan Parsu、Malhotra, Arvind(2000)。A conceptual framework for understanding e-service quality: Implications for future research and managerial practice。Marketing Science Institute。  new window
圖書
1.Hair, J. F. Jr.、Hult, G. T. M.、Ringle, C. M.、Sarstedt, M.(2013)。A primer on partial least squares structural equation modeling (PLS-SEM)。Sage Publications。  new window
2.Falk, R. Frank、Miller, Nancy B.(1992)。A Primer for Soft Modeling。University of Akron Press。  new window
3.Hoffman, K. D.、Bateson, J. E. G.(2001)。Essentials of services marketing: Concepts, strategies and cases。South-Western College Publishing。  new window
4.Lopez, S. J.、Pedrotti, J. T.、Snyder, C. R.(2018)。Positive Psychology: The Scientific and Practical Explorations of Human Strengths。Thousand Oaks, CA:Sage。  new window
5.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
6.Lazarus, Richard S.、Folkman, Susan(1984)。Stress, Appraisal, and Coping。Springer。  new window
圖書論文
1.Enright, R. D.、The Human Development Study Group(1991)。The moral development of forgiveness。Handbook of moral behavior and development, Vol. 1. Theory。Hillsdale, NJ:Lawrence Erlbaum Associates。  new window
2.Fincham, F. D.、Beach, S. R.(2001)。Forgiving in close relationships。Advances in Psychology Research。  new window
 
 
 
 
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