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題名:服務失誤關鍵因素之研究--以國際觀光旅館為例
書刊名:戶外遊憩研究
作者:王昭正龔聖雄
作者(外文):Wang, Chao-chengKung, Sheng-hsiung
出版日期:2003
卷期:16:4
頁次:頁73-98
主題關鍵詞:服務接觸實體環境設施關鍵事件法分析層級程序法Service encounterPhysical facilitiesCritical incidents techniqueAnalytic hierarchy process
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(5) 博士論文(0) 專書(1) 專書論文(0)
  • 排除自我引用排除自我引用:5
  • 共同引用共同引用:34
  • 點閱點閱:46
期刊論文
1.Hoffman, D. K.、Kelley, S. W.、Rotalsky, H. M.(1995)。Tracking service failures and employee recovery effort。Journal of Services Marketing,9(2),49-61。  new window
2.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
3.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review,55(4),75-88。  new window
4.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
5.Solomon, Michael R.、Surprenant, Carol、Czepiel, John A.、Gutman, Evelyn G.(1985)。A role theory perspective dyadic interactions: The service encounter。Journal of Marketing,49(4),99-111。  new window
6.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。  new window
7.Booms, Bernard H.、Bitner, Mary Jo(1982)。Marketing Services by Managing the Environment。Cornell Hotel and Restaurant Administration Quarterly,23(1),35-40。  new window
8.Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing,41(2),73-80。  new window
9.Walker, James L.(1995)。Service Encounter Satisfaction: Conceptualized。Journal of Services Marketing,9(1),5-14。  new window
10.Westbrook, Robert A.(1987)。Product/Consumption-Based Affective Responses and Postpurchase Processes。Journal of Marketing Research,24(3),258-270。  new window
11.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
12.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
13.Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing,56(2),57-71。  new window
14.Chandon, Jean‐Louis、Leo, Pierre‐Yves、Philippe, Jean(1997)。Service Encounter Dimensions--A Dyadic Perspective: Measuring the Dimensions of Service Encounters as Perceived by Customers and Personnel。International Journal of Service Industry Management,8(1),65-86。  new window
15.容繼業(2001)。臺灣地區旅行業發展析論。高雄餐旅學報,4,7-16。  延伸查詢new window
16.Swan, J. E.、Oliver, R. L.(1989)。Post Purchase Communication by consumers。Journal of Retailing,65,516-533。  new window
學位論文
1.溫宏洋(1993)。模糊理論在知識擷取與問卷設計上之應用(碩士論文)。國立中山大學。  延伸查詢new window
2.鄭紹成(1997)。服務業服務失誤、挽回服務與顧客反應之研究(博士論文)。文化大學。new window  延伸查詢new window
圖書
1.Czepiel, J.、Solomon, M. R.、Surprenant, C. F.(1985)。The Service Encounter。Lexington, MA:Lexington Books。  new window
2.Dillon, William R.、Madden, T. J.、Firtle, N. H.(1990)。Marketing Research。沒有紀錄:John Wiley & Sons Inc.。  new window
3.楊長輝(1996)。旅館經營管理實務。臺北縣:揚智文化。  延伸查詢new window
4.李成嶽(1990)。如何永遠贏得顧客。臺北:生產力中心。  延伸查詢new window
5.Saaty, Thomas L.、Vargas, Luis G.(1982)。The logic of priorities: Applications in business, energy, health, and transportation。Boston, MA:Kluwer-Nijhoff Publishing。  new window
6.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
7.交通部觀光局(2001)。中華民國九十年臺灣地區國際觀光館營運分析報告。中華民國九十年臺灣地區國際觀光館營運分析報告。臺北。  延伸查詢new window
圖書論文
1.Baker, J.(1987)。The Role of Environment in Marketing Services: The Consumer Perspectives。Service Chanllenge: Integrating for Competitive Advantage。Chicago:American Marketing Association。  new window
 
 
 
 
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