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來源文獻資料
摘要
外文摘要
引文資料
題名:
服務失誤、服務補救、與購買意圖之研究
書刊名:
東吳經濟商學學報
作者:
鄭紹成
作者(外文):
Cheng, Shao-cheng
出版日期:
1999
卷期:
25
頁次:
頁61-92
主題關鍵詞:
服務失誤
;
挽回服務
;
購買意圖
;
Service failure
;
Service recovery
;
Purchase intention
原始連結:
連回原系統網址
相關次數:
被引用次數:期刊(
14
) 博士論文(0) 專書(0) 專書論文(0)
排除自我引用:
13
共同引用:0
點閱:25
本研究之研究問題為顧客認定企業發生服務失誤(service failure)之後,企業所採取之服務補救對顧客後續購買意圖之影響,研究係採定性(qualitative)研究方法之重要事件技術法(critical incident technique, CIT),由人員進行調查訪談,調查對象為臺灣地區零售服務業顧客。主要研究結果發現服務補救(service recovery)確會對於顧客購買意圖產生影響,而給予顧客實體補償之顧客滿意效果大於只有口頭抱歉。
以文找文
The main purpose of the study is to find out purchase intention when service failure happens whether one company has taken any step of service recovery or not. Based on 803 copies of CIT surveys conducted for retail service industry, it says that it does have some influences to customers whether one company takes efforts or not. The results are as follows: 1. 56.4% of these people think that it is good to receive service recovery. However, 43.6% of them thinks that it is bad. Such result shows that it still can not satisfy customer even if service recovery has been taken. As a consequence, complain and customer transfer comes when service recovery is not well done. 2. Customer gives highest evaluation when service recovery is free charge. On the contrast, the lowest evaluation comes to no service recovery. 3. Apart from oral apology, additional physical things surely enhance service evaluation. 4. The influence of service recovery on purchase intention is positive. 63.33% of customers who receive service recovery will repeat purchasing whereas 67.98% of customers who did not received service recovery will not come again to purchase. 5. Different-service recovery satisfaction degree shows different purchase intention. The higher the satisfaction degree, the more positive the purchase intention.
以文找文
期刊論文
1.
Andreasen, A. R.、Best, A.(1977)。Customer Complain--Does Business Respond?。Harvard Business Review,1977(Jul./Aug.),93-101。
2.
Etzel, M. J.、Silverman, B. I.(1988)。A Managerial Perspective on Directions for Retail Customer Dissatisfaction Research。Journal of Retailing,57(3),124-136。
3.
Fodness, D.、Pitegoff, B. E.、Sautter, E. T.(1993)。From Customer to Competitor: Consumer Cooption in the Service Sector。Journal of Service Marketing,7(3),18-25。
4.
Folkes, V. S.(1984)。Consumer Reactions to Product Failures: An Attributional Approach。Journal of Consumer Research,10(5),389-409。
5.
Fornell, C.、Wernerfelt, B.(1987)。Defensive Marketing Strategy by Customer Management: A Theoretical Analysis。Journal of Marketing,24,337-346。
6.
Gilly, M. C.(1987)。Post Complaint Processes: From Organizational Response To Repurchase Behavior。Journal of Consumer Affairs,21,293-313。
7.
Goodwin, C.、Ross, I.(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25,149-163。
8.
Jodness, D.、Pitegoff, B. E.、Sautter, E. T.(1993)。From Customer to Competitor: Consumer Cooption in the Service Sector。Journal of Service Marketing,7(3),18-25。
9.
Kelley, S. W.、Donnelly, J. S. Jr.、Skinner, S. J.(1990)。Consumer Participation in Service Production and Delivery。Journal of Retailing,4,315-335。
10.
Kelley, Scott W.、Davis, Mark A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science,22(1),52-61。
11.
Latham, G.、Sarri, L. M.(1983)。Do People Do What They Say? Futher Studies on the Situational Interview。Journal of Marketing Research,20,422-427。
12.
Parasuraman, A.、Berry, L. L.、Zeithmal, V. A.(1991)。Understanding Customer Expectation of Service。Sloan Management Review,32,39-49。
13.
Power, C.(1992)。Smart Selling: How Companies are Winning over Today's Tougher Customer。Business Week,1992(Aug.),46。
14.
Power, C.(1991)。Value Marketing: Quality, Service, and Fair Pricing are the Keys to Selling in the 90's。Business Week,1991(Nov.),132-140。
15.
Reichheld, F. F.、Sasser, W. E. Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,1990(Sep./Oct.),301-307。
16.
Ronan, W. W.、Latham, G. P.(1974)。The Reliability and Validity of the Critical Incident Technique: A Closer Look。Studies in Personnel Psychology,6,53-64。
17.
Schlesinger, L. A.、Heskett, J. L.(1991)。The Service-Driven Service Company。Harvard Business Review,1991(Sep./Oct.),71-81。
18.
Schlesinger, L. A.、Heskett, J. L.(1991)。Breaking the Cycle of Failure in Services。Sloan Management Review,1991(Spring),17-28。
19.
Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin,51(4),327-358。
20.
Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。
21.
Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect。Harvard Business Review,73(6),88-99。
22.
Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing,69(2),193-215。
23.
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。
24.
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。
25.
Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。
26.
Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。
27.
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。
28.
Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。
29.
Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing,69(4),429-452。
30.
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。
31.
Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing,47(1),68-78。
32.
Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, A.(1993)。The Nature and Determinants of Customer Expectations of Service。Journal of the Academy of Marketing Science,21(1),1-12。
33.
Westbrook, Robert A.(1981)。Sources of Consumer Satisfaction with Retail Outlets。Journal of Retailing,57(3),68-85。
34.
Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing,56(2),57-71。
35.
Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。
學位論文
1.
Goodman, R. J. Jr.(1979)。The Uses of Critical Incident Methodology Applied to The Development of Waiter-Waitress Training Programs(博士論文)。Cornell University。
圖書
1.
李程嶽(1992)。如何永遠贏得顧客。台北:中國生產力中心。
延伸查詢
2.
謝耀龍(1993)。行銷學。台北:華泰書局。
延伸查詢
3.
Berry, L. L.、Parasuraman, A.(1991)。Marketing Science。New York:The Free Press。
4.
Heskett, J. L.、Sasser, W. E. Jr.、Hart, C. W. L.(1990)。Service Breakthroughs。New York:The Free Press。
5.
Hunt, Shelby D.(1983)。Marketing Theory: The Philosophy of Marketing Science。Homewood, Illinois:Richard D. Irwin, Inc.。
6.
Kerlinger, F. N.(1973)。Foundations of Behavioral Research。New York, NY:Holt, Rinehart and Winston。
圖書論文
1.
Berry, L. L.(1990)。Relationship Marketing。Emerging Perspectives on Service Marketing。Chicago:American Marketing Association。
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