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題名:企業形象、服務補救期望與補救滿意度關係之研究
書刊名:中原企管評論
作者:鄭紹成陳鉦達
作者(外文):Cheng, Shao-chengChen, Cheng-ta
出版日期:2004
卷期:2:2
頁次:頁147-174
主題關鍵詞:企業形象服務補救期望服務補救滿意度Corporate imageSatisfactionService recovery expectationService recovery program
原始連結:連回原系統網址new window
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期刊論文
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34.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。  new window
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36.Bayton, J. A.(1959)。Researching the Corporate Image。Public Relation,1(4),3-8。  new window
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38.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
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40.Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management,8(2),110-130。  new window
41.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research,1(3),236-249。  new window
42.Brown, Stephen W.、Swartz, Teresa A.(1989)。A GAP analysis of professional service quality。Journal of Marketing,53(2),92-98。  new window
43.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
44.Clow, K. E.、Kurtz, D. L.、Ozment, J.(1998)。A longitudinal study of the stability of consumer expectations of services。Journal of Business Research,42(1),63-73。  new window
45.Dowling, Grahame R.(1988)。Measuring Corporate Images: A Review of Alternative Approaches。Journal of Business Research,17(1),27-34。  new window
46.Donovan, Robert J.、Rossiter, John R.(1982)。Store atmosphere: An environmental psychology approach。Journal of Retailing,58(1),34-57。  new window
47.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
48.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research,10(4),398-409。  new window
49.Gilly, Mary C.、Gelb, Betsy D.(1982)。Post-purchase consumer processes and the complaining consumer。Journal of Consumer Research,9(3),323-328。  new window
50.Goodwin, C.、Ross, I.(1992)。Consumer responses to service failure: Influence of procedural and interactional fairness perception。Journal of Business Research,25(1),149-163。  new window
51.Golden, L. L.、Albaum, G.、Zimmer, M. R.(1987)。The numerical comparative scale: An economical format for retail image measurement。Journal of Retailing,63(4),393-410。  new window
52.Grönroos, Christian(1984)。A Service Quality Model and Its Marketing Implication。European Journal of Marketing,18(4),36-44。  new window
53.Grönroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceived Service Quality。Review of Business,9(3),10-13。  new window
54.Hart, Christopher W. L.(1988)。The power of unconditional service guarantee。Harvard Business Review,66(4),54-62。  new window
55.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
56.Hastak, Manoj、Olson, Jerry C.(1989)。Assessing the Role of Brand-related Cognitive Responses as Mediators of Communication Effects on Cognitive Structure。Journal of Consumer Research,15(4),444-456。  new window
57.Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management,26(5),467-473。  new window
58.Kelley, S. W.、Davis, M. A.(1994)。Antecedents to Consumer Expectation for Service Recovery。Journal of the Academy Marketing Science,22(1),52-61。  new window
59.Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing,69(4),429-452。  new window
60.Mazursky, David、Jacoby, Jacob(1986)。Exploring the Development of Store Images。Journal of Retailing,62(2),145-165。  new window
61.McCollough, Michael A.、Bharadwaj, Sundar G.(1992)。The recovery paradox: An examination of consumer satisfaction in relation to disconfirmation, service quality, and attribution-based theories。Marketing Theory and Application,65(4),102-107。  new window
62.Mohr, L. A.、Bitner, M. J.(1995)。The Role of Employee Effort in Satisfaction with Service Transaction。Journal of Business Research,32(3),239-252。  new window
63.Morf, Duffy A.、Schumacher, Michael G.、Vitell, Scott J.(1999)。A Survey of Ethics Officers in Large Organizations。Journal of Business Ethics,20(3),265-271。  new window
64.Nguyen, Nha、Leblanc, Gaston(1998)。The mediating role of corporate image on customers' retention decisions: an investigation in financial services。International Journal of Bank Marketing,16(2),52-65。  new window
65.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
66.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
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73.Singh, Jagdip(1990)。Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories。Journal of the Academy of Marketing Science,18(1),1-15。  new window
74.Smith, A. K.、Bolton, R. N.(1998)。An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?。Journal of Service Research,1(1),65-81。  new window
75.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
76.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
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研究報告
1.行政院經建會(2002)。中華民國臺灣地區民國91年至140年人口推計。  延伸查詢new window
圖書
1.Boulding, Kenneth E.(1956)。The image: knowledge in life and society。University of Michigan Press。  new window
2.Cook, T. D.、Campbell, D. T.(1979)。Quasi-Experiment: Design and Analysis Issues for Field Settings。Houghton Mifflin。  new window
3.Berry, Leonard L.、Parasuraman, A.(1991)。Marketing Service。Free Press。  new window
4.Loudon, David L.、Bitta, Albert J. Della(1998)。Consumer Behavior: Concepts and Applications。McGraw-Hill。  new window
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6.Walters, Charles G.(1978)。Consumer behavior: An integrated framework。Richard D. Irwin Inc.。  new window
其他
1.林麗雪(20021101)。36%大學生持有信用卡。  延伸查詢new window
圖書論文
1.Yi, Youjae(1993)。The determinants of customer satisfaction: The moderating role of ambiguity。Advance in consumer research。  new window
 
 
 
 
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