| 期刊論文1. | Conlon, Donald E.、Murray, Noel M.(1996)。Customer perceptions of corporate responses to product complaints: the role of explanations。Academy of Management Journal,39(4),1040-1056。 | 2. | Kotler, Philip、Scheff, Joanne(1996)。Crisis in the arts: The marketing response。California Management Review,39(1),28-53。 | 3. | Reichheld, F. F.、Sasser, W. E. Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。 | 4. | 鄭紹成(20020700)。服務補救滿意構面之探索性研究。管理評論,21(3),49-68。 延伸查詢 | 5. | 楊錦洲(19930500)。二維品質模式在服務品質上之應用。品質管制月刊,29(5),27-33。 延伸查詢 | 6. | Miller, J. L.、Craighead, C. W.、Karwan, K. R.(2000)。Service recovery: a framework and empirical investigation。Journal of Operations Management,18(4),387-400。 | 7. | Juran, J. M.(1986)。A universal approach to managing for quality。Quality Progress,19(8),19-24。 | 8. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。 | 9. | Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management,16(2),399-432。 | 10. | Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation,18(1),25-38。 | 11. | 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。 | 12. | Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。 | 13. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。 | 14. | 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。 | 15. | 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。 | 16. | 狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質,14(2),147-156。 延伸查詢 | 圖書1. | 中國生產力中心全面管理組QFD研發小組(1992)。系統化品質機能展開--實務技術手冊。臺北:中國生產力中心。 延伸查詢 | 2. | Kotler, Philip、Ang, Swee Hoon、Leong, Siew Meng、Tan, Chin Tiong、Keller, Kevin Lane、謝文雀、許士軍(2000)。行銷管理:亞洲實例。臺北:華泰書局。 延伸查詢 | 3. | 陳思倫(2005)。觀光學:從供需觀點解析產業。臺北:前程文化事業有限公司。 延伸查詢 | 4. | Kotler, Philip、Bowen, John T.、Makens, James C.(2009)。Marketing for Hospitality and Tourism。NJ:Prentice-Hall。 | 5. | Kotler, Philip、Ang, Swee Hoon、Leong, Siew Meng、Tan, Chin Tiong(1999)。Marketing Management: An Asian Perspective。Prentice-Hall。 | 圖書論文1. | Armistead, C. G.(1985)。Introduction to service operations。Operations Management in Service Industries and The Public。New York:John Wiley & Sons, Inc.。 | |