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題名：以顧客經驗探討旅行業服務失誤
書刊名：明新學報
作者：張景旭／姚惠忠 引用關係／李淑儀
作者(外文)：Chang, Chin-hsu／Yao, Hui-chung／Lee, Shu-yi
出版日期：2009
卷期：35:2
頁次：頁175-192
主題關鍵詞：服務失誤；顧客經驗管理；服務遞送藍圖；主觀順序事件技術；Service failure；Customer experience management；Service blueprint；SSIT
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:28
  • 點閱點閱:25
期刊論文
1.Harris, Richard、Harris, Kim、Baron, Steve(2003)。Theatrical service experiences: Dramatic script development with employees。International Journal of Service Industry Management，14(2)，184-199。  new window
2.Purcell, W.、Nicholas, S.(2001)。Japanese tourism investment in Australia: Entry choice, parent control and management practice。Tourism Management，22(3)，245-257。  new window
3.張景旭、姚惠忠(2009)。網路購物服務失誤之探討--顧客經驗管理觀點。電子商務學報，11(3)，519-550。new window  延伸查詢new window
4.鄭紹成(19980700)。服務失誤類型之探索性研究--零售服務業顧客觀點。管理評論，17(2)，25-43。new window  延伸查詢new window
5.Buller, D. B.、Burgoon, J. K.(1996)。Interpersonal Deception Theory。Communication Theory，6(3)，203-242。  new window
6.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
7.Wang, K. C.、Hsieh, A. T.、Chou, S. H.、Lin, Y. S.(2007)。GPTCCC: An instrument for measuring group package tour service。Tourism Management，28(2)，361-376。  new window
8.Barker, S.、Hartel, C. E. J.(2004)。Intercultural service encounters: An exploratory study of customer experiences。Cross Cultural Management，11(1)，3-14。  new window
9.Clarke, Jackie、Denman, Richard、Hickman, Gordon、Slovak, Julius(2001)。Rural Tourism In Roznava OKres: A Slovak Case Study。Tourism Management，22(2)，193-202。  new window
10.Michel, S.(2004)。Consequences of perceived acceptability of a bank's service failures。Journal of Financial Services Marketing，8(4)，367-377。  new window
11.Bowen, D.(2001)。Antecedents of Consumer Satisfaction and Dis-satisfaction (CS/D) on Long-haul Inclusive Tours: A Reality Check on Theoretical Considerations。Tourism Management，22(1)，49-61。  new window
12.Faulkner, Bill(2001)。Towards a Framework for Tourism Disaster Management。Tourism Management，22(2)，135-147。  new window
13.Grove, Stephen J.、Fisk, Raymond P.、Dorsch, Michael J.(1998)。Assessing the theatrical components of the service encounter: A Cluster Analysis Examination。Service Industries Journal，18(3)，116-134。  new window
14.曹勝雄、林慧玲(19981200)。旅行社業務人員關係行銷之研究。戶外遊憩研究，11(4)，1-16。new window  延伸查詢new window
15.鄭紹成(20060600)。團體套裝旅遊服務失誤和服務補救期望之探索研究--兼以航空業和餐飲業驗證之。戶外遊憩研究，19(2)，33-61。new window  延伸查詢new window
16.Baum, S. H.(1990)。Making Your Service Blueprint Pay off。The Journal of Service Marketing，4(3)，45-52。  new window
17.Heung, V. C. S.、Chu, R.(2000)。Important factors affecting Hong Kong consumers' choice of a travel agency for all-inclusive package tours。Journal of Travel Research，39(1)，52-59。  new window
18.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
19.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1991)。Understanding Customer Expectation of Service。Sloan Management Review，32(3)，39-48。  new window
20.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business，9(3)，10-14。  new window
21.Chuang, P. T.(2007)。Combining Service Blueprint and FMEA for Service Design。Service Industries Journal，27(2)，91-104。  new window
22.Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science，22(1)，52-61。  new window
23.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
24.Halstead, Diane、Morash, Edward A.、Ozment, John(19960600)。Comparing Objective Service Failures and Subjective Complaints: An Investigation of Domino and Halo Effects。Journal of Business Research，36(2)，107-115。  new window
25.Waclawski, Janine(1996)。Using organizational survey results to improve organizational performance。The Journal of Services Marketing，10(5)，33-38。  new window
26.Engel, L.(1969)。The moment of truth in management services。Journal of Accountancy，127(2)，33-37。  new window
27.Gadrey, J.、Gallouj, F.(1998)。The provider-customer interface in business and professional services。The Service Industries Journal，18(2)，1-15。  new window
28.Kendrick, T.、Fletcher, K.(2002)。Addressing customer myopia: Strategic interactive marketing planning in a volatile business environment。Journal of Database Management，9(3)，207-218。  new window
29.巫喜瑞、梁榮達(20050900)。餐飲服務業服務接觸要素對顧客反應之影響--劇場理論之觀點。顧客滿意學刊，1(2)，183-215。new window  延伸查詢new window
30.Panteli, N.、Duncan, E.(2004)。Trust and Temporary Virtual Teams: Alternative Explanations and Dramaturgical Relationships。Information Technology & People，17(4)，423-441。  new window
31.林毓珊(20071200)。Identification of Important Service Factors in Group Package Tours。旅遊管理研究，7(2)，207-225。new window  new window
32.Calhoun, J.(2001)。Driving loyalty by managing the total customer experience。Ivey Business Journal，65(6)，69-73。  new window
33.Grove, Stephen J.、Fisk, Raymond P.、Bitner, Mary Jo(1992)。Dramatizing the service experience: A managerial approach。Advances in Services Marketing and Management，1(1)，91-121。  new window
34.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
35.張景旭、張馨華(2006)。服務經濟轉型下的「重要事件技術」爭議與對策：「主觀順序事件技術」之提出。關係管理研究，3，49-76。  延伸查詢new window
36.Cina, C.(1990)。Company Study: Five Steps to Service Excellence。The Journal of Services Marketing，4(2)，39-47。  new window
37.Robert, E. B. Jr.(1999)。Stop Hurting the Ones You Love--Applying Customer-driven Strategies。Hospital Materiel Management Quarterly，21(2)，26-30。  new window
38.Streeter, B.、Bielski, L.、Valentine, L.(2005)。Amid All the Glitter, It Still Comes Back to Customer Experience。ABA Banking Journal，97(1)，49-52。  new window
39.林隆儀、賴錫昭(2005)。關係行銷在服務失誤與服務補救上對顧客滿意影響之研究--以航空業為例。經濟情勢暨評論，11(1)，150-178。  延伸查詢new window
40.凌儀玲、黃俊英(1998)。醫療服務接觸之劇場觀點。Hospital，31(5)，33-42。  延伸查詢new window
41.Chung, B.、Hoffman, D. K.(1998)。Critical incidents。Cornell Hotel and Restaurant Administration Quarterly，39(3)，66-71。  new window
42.Depaulo, B. M.、Ainsfield, M. E.、Bell, K. L.(1996)。Theories about deception and paradigms for studying it: A critical appraisal of Buller and Burgoon's interpersonal deception theory and research。Communication Theory，6，297-310。  new window
43.Knorr, E.(2003)。Blueprint web services。InfoWorld，25(47)，32-44。  new window
44.Kostera, M.、Kozminski, A. K.(2001)。Four theatres: Moral discourses in Polish management。Management Learning，32(3)，321-343。  new window
45.LÖfgren, M.(2005)。Winning at the first and second moments of truth: An exploratory study。Managing Service Quality，15(1)，102-115。  new window
46.Mick, D. G.、Fournier, S.(2000)。I can't get no satisfaction (without really knowing customer's experiences)。Conference Proceedings -- American Marketing Association，11，81-82。  new window
47.Mirvis, P. H.(2005)。Large group interventions: Change as theater。The Journal of Applied Behavioral Science，4(1)，122-138。  new window
48.Oliva, R. A.(2000)。Atomize yours customers experience。Marketing Management，9(3)，54-57。  new window
49.Sonja, P. L.、Bratton, L. M.(2004)。Perceptions of "Action Black" among African American teens: Implications of racial dramaturgy for academic and social achievement。The Urban Review，36(2)，81-101。  new window
50.Terry, L. D.(1997)。Public administration and the theater metaphor: The public administrator as villain, hero, and innocent victim。Public Administration Review，57(1)，53-61。  new window
會議論文
1.鄭紹成、吳家傑(2003)。旅行社之服務失誤嚴重性、服務補救期望與顧客信任度關係之研究。台北私立中國文化大學。611-622。  延伸查詢new window
圖書
1.方世榮、江季芸(2003)。服務行銷：人員、科技及策略。台北：華泰文化事業股份有限公司。  延伸查詢new window
2.Carbone, L. P.、許梅芳(2005)。顧客經驗管理。臺北：臺灣培生教育。  延伸查詢new window
3.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service: Balancing Customer Perceptions and Expectations。New York：Simon and Schuster。  new window
4.Goffman, Ervin(1959)。The Presentation of the Self in Everyday Life。New York：Doubleday Anchor。  new window
5.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。  new window
6.顧淑馨、Schmitt, B. H.(2004)。顧客經驗管理：天衣無縫的整合式顧客經營。台北縣：中國生產力中心。  延伸查詢new window
其他
1.中華民國旅行業品質保障協會(2007)。旅遊糾紛案例統計表 2008/08/15。  延伸查詢new window
2.交通部觀光局(2006)。觀光市場調查，http://admin.taiwan.net.tw/indexc.asp， 2007/08/15。  延伸查詢new window
3.消費者文教基金會(2003)。消費新聞發佈，http://www.consumers.org.tw/unit412.aspx?id=261， 2007/08/15。  延伸查詢new window
圖書論文
1.McCornack, S. A.(1997)。The generation of deceptive messages: Laying the groundwork for a viable theory of interpersonal deception。Message production: Advances in communication theory。Mahwah, NJ：Erlbaum。  new window
 
 
 
 
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