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題名：商店形象與服務補救對顧客滿意之影響：以量販店為例
書刊名：輔仁管理評論
作者：劉財龍 引用關係
作者(外文)：Liu, Tsai-lung
出版日期：2009
卷期：16:2
頁次：頁119-158
主題關鍵詞：量販店；商店形象；服務補救；顧客滿意；Hypermarket；Store image；Service recovery；Customer satisfaction
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(7) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:7
  • 共同引用共同引用:53
  • 點閱點閱:49
期刊論文
1.Katherine, B.、Rosann, H.、Spiro, L.(2005)。Recapturing store image in customer-based store equity: A construct conceptualization。Journal of Business Research，58(8)，1112-1120。  new window
2.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
3.Mattila, A. S.、Cranage, David(2005)。The Impact of Choice on Fairness in the Context of Service Recovery。The Journal of Services Marketing，19(5)，271-279。  new window
4.Kau, Ah-Keng、Loh, Elizabeth Wan-Yium(2006)。The Effects of Service Recovery on Consumer Satisfaction: A Comparison between Complainants and Non-Complainants。Journal of Service，20(2)，101-111。  new window
5.Kim, J. O.、Jin, B. Y.(2001)。Korean Consumer' Patronage of Discount Stores: Domestic v.s. Multinational Discount Store Shoppers' Profiles。Journal of Consumer Marketing，18(3)，236-255。  new window
6.Rossiter, J. R.(2003)。How to construct a test of scientific knowledge in consumer behavior。Journal of Consumer Research，30(2)，305-310。  new window
7.Hoffman, K. Douglas、Kelley, Scott W.(2000)。Perceived justice needs and recovery evaluation: a contingency approach。European Journal of Marketing，34(3/4)，418-433。  new window
8.Lessig, V. Parker(1973)。Consumer Store Images and Store Loyalties。Journal of Marketing，37(4)，72-74。  new window
9.Olorunniwo, F. M.、Hsu, M. K.、Udo, G. J.(2006)。Service quality, customer satisfaction, and behavioral intentions in the service factory。Journal of Services Marketing，20(1)，59-72。  new window
10.Nguyen, N. O.、LeBlanc, G.、Garvin, D. A.(2001)。Corporate Image and Corporate Reputation in Customer's Retention Decision in Services。Journal of Retailing and Consumer Services，8(4)，227-236。  new window
11.Mitcrell, V. W.(2001)。Re-conceptualizing consumer store image processing using perceived risk。Journal of Business Research，54(3)，67-172。  new window
12.Babakus, Emin、Bienstock, Carol C.、Van Scotter, James R.(2004)。Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth。Decision Sciences，35(4)，713-737。  new window
13.Tam, J. L. M.(2004)。Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model。Journal of Marketing Management，20(7/8)，897-917。  new window
14.Hoffman, K. D.、Kelly, S. W.、Rotalsky, H. M.(1995)。Tracking Failures and Employee Recovery Effects。Journal of Service Marketing，9(2)，49-61。  new window
15.Armstrong, J. S.、Overton, T. S.(1977)。Estimating non-response bias in mail survey。Journal of Marketing Research，14(3)，396-402。  new window
16.Hess, R. L. Jr.、Ganesan, S.、Klein, N. M.(2003)。Service failure and recovery: The impact of relationship factors on customer satisfaction。Journal of the Academy of Marketing Science，31(2)，127-145。  new window
17.Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research，24(4)，337-346。  new window
18.Etzel, M. J.、Silverman, B. I.(1981)。A managerial perspective on directions for retail customer dissatisfaction research。Journal of Retailing，57(3)，124-136。  new window
19.Grewal, Dhruv、Krishnan, R.、Baker, Julie、Borin, Norm(1998)。The Effects of Store Name, Brand Name and Price Discounts on Consumers' Evaluations and Purchase Intentions。Journal of Retailing，74(3)，331-352。  new window
20.Semeijn, Janjaap、Van Riel, Allard C. R.、Ambrosini, A. Beatriz(2004)。Consumer Evaluations of Store Brands: Effects of Store Image and Product Attributes。Journal of Retailing and Consumer Services，11(4)，247-258。  new window
21.McCollough, M. A.、Berry, L. L.、Yadav, M. S.(2000)。An empirical investigation of customer satisfaction after service failure and recovery。Journal of Service Research，3(2)，121-137。  new window
22.Levesque, T. J.、McDougall, G. H. G.(2000)。Service problems and recovery strategies: an experiment。Canadian Journal of Administrative Sciences，17(1)，20-37。  new window
23.McAlexander, J. H.、Kim, S. K.、Roberts, S. D.(2003)。Loyalty: The influences of satisfaction and brand community integration。Journal of Marketing Theory and Practice，11(4)，1-11。  new window
24.Bagozzi, R. P.、Yi, Y.、Phillips, L. W.(1991)。Assessing construct validity in organizational reseasrch。Administrative Science Quarterly，36(3)，421-458。  new window
25.Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review，67(4)，28-32。  new window
26.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。new window  延伸查詢new window
27.郭德賓、周泰華、杜富燕(20001200)。服務業顧客滿意評量方法之重新檢驗。臺大管理論叢，11(1)，103-132。new window  延伸查詢new window
28.Chang, C. H.、Tu, C. Y.(2005)。Exploring store image, customer satisfaction and customer loyalty relationship: Evidence from Taiwanese hypermarket industry。Journal of American Academy of Business，7(2)，197-202。  new window
29.Anderson, E. W.、Mittal, V.(2000)。Strengthening the satisfaction-profit chain。Journal of Service Research，3(2)，107-120。  new window
30.Mittal, Vikas、Ross, William T. Jr.、Baldasare, Patrick M.(1998)。The Asymmetric Impact of Negative and Positive Attribute-level Performance on Overall Satisfaction and Repurchase Intentions。Journal of Marketing，62(1)，33-47。  new window
31.Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science，25(2)，139-153。  new window
32.Baker, Julie、Parasuraman, A.、Grewal, Dhruv、Voss, Glenn B.(2002)。The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions。Journal of Marketing，66(2)，120-141。  new window
33.Kandampully, J.、Suhartanto, D.(2000)。Customer loyalty in the hotel industry: the role of customer satisfaction and image。International Journal of Contemporary Hospitality Management，12(6)，346-351。  new window
34.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
35.丁學勤、陳正男(20020100)。內容分析建構量販店商店形象決定因素之研究。管理評論，21(1)，85-113。new window  延伸查詢new window
36.Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。  new window
37.McDougall, Gordon H. G.、Levesque, Terrence(2000)。Customer satisfaction with services: Putting perceived value into the equation。Journal of Services Marketing，14(5)，392-410。  new window
38.Lewis, Barbara R.、Spyrakopoulos, Sotiris(2001)。Service failures and recovery in retail banking: the customers' perspective。International Journal of Bank Marketing，19(1)，37-48。  new window
39.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
40.Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing，69(2)，193-215。  new window
41.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。  new window
42.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
43.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。  new window
44.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
45.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
46.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
47.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
48.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
49.DeWitt, Tom、Brady, Michael K.(2003)。Rethinking service recovery strategies the effect of rapport on consumer responses to service failure。Journal of Service Research，6(2)，193-207。  new window
50.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effects of Price, Brand, and Store Information on Buyer's Product Evaluations。Journal of Marketing Research，28(3)，307-319。  new window
51.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
52.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
53.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
54.Smart, D. T.、Martin, C. L.(1992)。Manufacturer Responsiveness to Consumer Correspondence: An Empirical Investigation of Consumer Perceptions。Journal of Consumer Affairs，26(1)，104-128。  new window
學位論文
1.鄭惠玲(2002)。服務失敗與補救措施有效性之研究--以認知腳本觀點看二次滿意(碩士論文)。國立嘉義大學。  延伸查詢new window
2.黃成忠(2004)。台灣量販店經營及獲利模式之研究（以家樂福及大潤發為例）(碩士論文)。義守大學。  延伸查詢new window
3.黃敏惠(2002)。服務失誤之歸因與服務補救後滿意度關係之研究(碩士論文)。中國文化大學。  延伸查詢new window
4.邱莉晴(2000)。服務失誤與服務補救對顧客滿意之影響(碩士論文)。國立中央大學。  延伸查詢new window
圖書
1.Gujarati, Damodar N.(2003)。Basic Econometrics。Boston, MA：McGraw-Hill。  new window
2.Schwab, D. P.(1999)。Research Methods for Organizational Studies。Mahwah, NJ：Lawrence Erlbaum。  new window
3.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
其他
1.經濟部商業司(2004)。業態別顧客滿意度調查，台北：經濟部。  延伸查詢new window
2.經濟部統計處(2006)。商業動態統計年報，台北：經濟部。  延伸查詢new window
3.Allenby, G.(2001)。Regression with Correlated Variables (multicollinearity)。  new window
4.Hu, H. & Jasper, C. R.(2006)。Social Cues in the Store Environment and Their Impact on Store Image。  new window
5.Ines, R., Mattania, T., Hendriek, C. B., Catharina, E. J. & Huibert, T. D.(2002)。Selection Bias Due to Non-response in a Health Survey among Patients with Rheumatoid Arthritis。  new window
6.Kekre, S., Krishnan, M. S. & Srinivasan, K.(1995)。Drivers of Customer Satisfaction for Software Products: Implications for Design and Service Support。  new window
7.Koo, D. M.(2003)。Inter-relationship among Store Images, Store Satisfaction, and Store Loyalty among Korea Discount Retail Patrond。  new window
8.Pappu, R. & Quster, P.(2006)。Does Customer Satisfaction Lead to Improved Brand Equity? An Empirical Examination of Two Categories of Retail Brands。  new window
9.Tang, D. C. L. & Tan, B. L. B.(2003)。Linking Consumer Perception to Preference of Retail Stores: An Empirical Assessment of the Multi-attributes of Store image。  new window
10.Taylor, S. A.(2004)。Assessing the Use of Regression Analysis in Examining Service Recovery in the Insurance Industry: Relating Service Quality, Customer Satisfaction, and Customer Trust。  new window
11.Wilcox, R. R.(1998)。How Many Discoveries have been Lost by Ignoring Modern Statistical Methods。  new window
 
 
 
 
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