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題名：消費者對壽險業務員性別刻板印象、服務接觸知覺感受與顧客反應關係之研究
書刊名：經營管理論叢
作者：金寶玲 引用關係／洪敏莉 引用關係／沈蕙雀
作者(外文)：Chin, Pao-ling／Hung, Min-li／Shen, Huei-chiueh
出版日期：2011
卷期：2011特刊
頁次：頁127-142
主題關鍵詞：性別刻板印象；服務接觸知覺感受；顧客反應；Gender stereotypes；Service contact consciousness；Customers' responses
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:51
  • 點閱點閱:101
期刊論文
1.Spathis, C.、Petridou, E.、Glaveli, N.(2004)。Managing service quality in banks: customer’s gender effects。Managing Service Quality，14(1)，90-102。  new window
2.Ashmore, R. D.、Del Boca, F. K.(1979)。Sex Stereotyping and Implicit Personality Theory: Toward a Cognitive-Social Psychological Conceptualization。Sex Roles，5(3)，219-248。  new window
3.Bristor, V. J.(1990)。Implementing Whole Language: A First Step。The Abstract，10，4-8。  new window
4.Deaux, K.、Lewis, L. L.(1984)。Structure of Gender Stereotypes: Interrelationships among Components and Gender Label。Journal of Personality and Social Psychology，46(5)，991-1004。  new window
5.Dipboye, R. L.(1985)。Some Neglected Variables in Research on Discrimination in Appraisals。Academy of American Review，10(1)，116-127。  new window
6.Dobbins, G. H.、Pence, E. C.、Orban, J. A.、Sgro, J. A.(1983)。The Effects of Sex of the Leader Sex of the Subordinate on the Use of Organizational Control Policy。Organizational Behavior and Human Performance，32(3)，325-343。  new window
7.Freedman, S. M.、Philips, J. S.(1988)。The Changing Nature of Research on Women at Work。Journal of Management，14(2)，231-251。  new window
8.Mohr, L.、Henson, S.(1996)。Impact of Employee Gender and Job Congruency on Customer Satisfaction。Journal of Consumer Psychology，161-187。  new window
9.Ndhlovu, J.、Senguder, T.(2002)。Gender and Perception of Service Quality in the Hotel Industry。Journal of American Academy of Business，1(2)，301-307。  new window
10.Sheffey, S.、Tindale, R. S.(1992)。Perception of Sex Harassment in Workplace。Journal of Applied Social Psychology，22(12)，1502-1520。  new window
11.Landy, F. R.、Farr, J. L.(1980)。Performance Rating。Psychological Bulletin，87(1)，72-107。  new window
12.Lin, N. P.、Chiu, H. C.、Hsieh, Y. C.(2001)。Investigating the Relationship Between Service Providers' Personality and Customers' Perceptions of Service Quality across Gender。Total Quality Management，12(1)，57-67。  new window
13.Fischer, E.、Gainer, B.、Bristor, J.(1997)。The Sex of the Service Provider: Does it Influence Perceptions of Service Quality?。Journal of Retailing，73(3)，361-382。  new window
14.Feldman, J. M.(1981)。Beyond attribution theory: Cognitive processes in performance appraisal。Journal of Applied Psychology，66(2)，127-148。  new window
15.Fiske, S. T.、Linville, P. W.(1980)。What does the schema concept buy us?。Personality and Social Psychology Bulletin，6，543-557。  new window
16.Bansal, Harvir S.、Voyer, Peter A.(20001100)。Word-of-Mouth Processes within a Service Purchase Decision Context。Journal of Service Research，3(2)，166-177。  new window
17.DiNisi, A. S.、Cafferty, T. P.、Meglino, B. M.(1984)。A Cognitive View of the Performance Appraisal Process: A Model and Research Propositions。Organizational Behavior and Human Decision Processes，33，360-396。  new window
18.Gutek, B. A.、Morasch, B.(1982)。Sex-Ratios, Sex-Role Spillover, and Sexual Harassment at Work。Journal of Social Issues，38(1)，55-74。  new window
19.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
20.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
21.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
22.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
23.Kaiser, Henry F.(1974)。An index of factorial simplicity。Psychometrika，39(1)，31-36。  new window
24.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
25.Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science，22(2)，99-113。  new window
26.Lau, Geok Theng、Ng, Sophia(2001)。Individual and situational factors influencing negative word-of-mouth behavior。Canadian Journal of Administrative Sciences，18(3)，163-178。  new window
27.Folkes, Valerie S.(1988)。Recent attribution research in consumer behavior: a review and new directions。Journal of Consumer Research，14(4)，548-565。  new window
28.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research，4(3)，230-247。  new window
29.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
30.Athanassopoulos, Antreas、Gounaris, Spiros、Stathakopoulos, Vlassis(2001)。Behavioural responses to customer satisfaction: An empirical study。European Journal of Marketing，35(5/6)，687-707。  new window
31.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
學位論文
1.林念慈(2004)。以認知腳本理論探討人員接觸與顧客反應關係之研究--以高屏地區麥當勞為例(碩士論文)。國立高雄第一科技大學。  延伸查詢new window
2.林怡君(2005)。刻板印象對領隊角色扮演之影響(碩士論文)。中國文化大學。  延伸查詢new window
3.留淑芳(2003)。網路口耳相傳訊息特性及接受者行為特質對態度形成之影響(博士論文)。國立臺灣大學。new window  延伸查詢new window
4.駱香妃(2004)。刻板印象對餐旅業服務品質知覺影響之研究(碩士論文)。中國文化大學，臺北市。  延伸查詢new window
5.華英傑(1996)。服務品質顧客滿意度與購買傾向關係之研究：保險業之實證(碩士論文)。國立政治大學。  延伸查詢new window
6.趙韶丰(2001)。服務接觸滿意關鍵因素之研究--餐飲業之例(碩士論文)。國立中山大學。  延伸查詢new window
7.曹瓊文(2000)。專業服務接觸、實體環境線索、性別刻板印象與顧客反應關係之研究--以牙科醫病互動性服務為例(碩士論文)。國立成功大學。  延伸查詢new window
8.凌儀玲(2000)。服務接觸中認知腳本之研究(博士論文)。國立中山大學。new window  延伸查詢new window
9.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.Basow, S.(1992)。Gender Stereptypes and Role。Pacific Grove, CA：Brooks/Cole。  new window
2.Czepiel, J. A.、Solomon, M. R.、Surprenant, C. F.(1985)。The Service Encounter: Institute of Retail Management。NY：Lexington Books。  new window
3.Williams, Christine L.(1989)。Gender Differences at Work: Women and Men in Nontraditional Occupations。Berkeley, California：University of California Press。  new window
4.Blau, Francine D.、Feber, Marianne A.(1986)。The Economics of Women, Men and Work。Englewood Cliffs, NJ：Prentice Hall。  new window
5.Nieva, Veronica F.、Gutek, Barbara A.(1981)。Women and work: A psychological perspective。New York：Praeger Publishers。  new window
6.Jacobs, J. A.(1989)。Revolving Doors: Sex Segregation and Women’s Careers。Stanford, CA：Stanford University Press。  new window
7.Fishbein, Martin、Ajzen, Icek(1975)。Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research。Addison-Wesley Publishing Company。  new window
其他
1.中華民國人壽保險商業同業公會(2011)。民國98年與97年人壽保險業業績比較表[公告]，臺北市：中華民國人壽保險商業同業公會。，http://www.lia-roc.org.tw/index03/comp9798.htm， 2011/04/21。  延伸查詢new window
2.中華民國人壽保險商業同業公會(2011)。100年2月人身保險業務員登錄暨異動統計[公告]，臺北市：中華民國人壽保險商業同業公會。，http://www.lia-roc.org.tw/index05/index05.asp?item=rgt/rgtxlse3.htm， 2011/04/21。  延伸查詢new window
圖書論文
1.Taylor, S. E.、Crocker, J.(1981)。Schematic Bases of Information Processing。Social Cognition: The Ontario Symposium on Personality and Social Psychology。Hillsdale, New Jersey：Erlbaum。  new window
2.Shostack, G. Lynn(1985)。Planning the service encounter。The Service Encounter: Managing Employee/Customer Interaction in the Service Business。Lexington, MA：Lexington Books。  new window
 
 
 
 
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