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題名：服務補救、顧客忠誠度與口碑宣傳關聯性研究
書刊名：多國籍企業管理評論
作者：董瑞人
作者(外文)：Tung, Jui-jen
出版日期：2013
卷期：7:2
頁次：頁147-167
主題關鍵詞：服務補救；顧客忠誠度；口碑宣傳；Service recovery；Customer loyalty；Word-of-mouth
原始連結：連回原系統網址new window
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旅行社是旅行業的火車頭行業，藉由旅行社媒介，結合旅遊六要素，食、住、行、遊、購、娛與公共服務等，以遊客為主體，經由旅行社行程安排、將運輸業、餐飲業、飯店業、風景區服務等經由精心包裝後，形成各式各樣精緻設計的旅遊行程，由旅遊行程開始時，立即產生一連串的消費者行為。在大陸居民來台旅遊盛況的今天，交流密集致使旅遊品質無法滿足遊客需求，導致遊客於旅遊行程產生服務失誤，使得旅行社需進行服務補救，以達成服務補救滿意度、建立顧客忠誠度及提升風景區口碑宣傳。準此，本研究以一年內曾參加阿里山旅遊行程之大陸遊客為研究對象，探討各層面服務補救、顧客忠誠度、口碑宣傳之因果關係。實證結果獲知，服務補救、顧客忠誠度、口碑宣傳兩兩構念皆具有正向顯著影響。最後，本研究提出管理涵義，作為旅行業與主管機關的參考。
This study discusses the relationship between service recovery, customer loyalty and word-of-mouth. To establish the model with empirical evidence, this study examines the Alishan tourists to understand the relevance of service recovery, customer loyalty and word-of-mouth. The empirical results show that the significance positive relationship between psychology service recovery and customer loyalty, efficiency service recovery and customer loyalty, psychology service recovery and word-of-mouth, efficiency service recovery and word-of-mouth, customer loyalty and word-of-mouth. Finally, this study discusses the conclusion, suggestion and future research.
期刊論文
1.董瑞人、張惠真(2013)。服務補救與重遊意向關係之研究--以陸客來台旅遊為例。行銷評論，10(2)，212-233。new window  延伸查詢new window
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4.Yunus, N. K. Y.、Ishak, Salomawati、Rhouse, Suraini(2012)。Critical Service Incidents: Analyzing Service Failure and Recovery in Hotels, Restaurants and Transportations in Malaysia。Journal Of Global Business And Economics，5(1)，18-37。  new window
5.凃榮宗、鄧意滿、劉昇雯(20091200)。服務品質對顧客滿意度與忠誠度關係之研究--以基隆長榮桂冠酒店藍海灣會館為例。經營管理論叢，5(2)，17-37。new window  延伸查詢new window
6.章勇剛(2009)。度假遊客消費體驗對其重購意願影響實證研究。江西財經大學學報，65(5)，98-102。  延伸查詢new window
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8.Cengiz, E.、Er, B.、Kurtaran, A.(2007)。The effects of failure recovery strategies on customer behaviors via complainants, perceptions of justice dimensions in banks。Banks and Bank Systems，2(3)，173-196。  new window
9.Fornell, C. C.、Wernerfelt, B.(1987)。Defensive marketing strategy by customer complaint: A theory analysis。Journal of Marketing Research，24，337-346。  new window
10.Kenney, M. J.(1995)。Antecedents to customer expectation for service recovery。Journal of Academy of Marketing Science，22(1)，52-62。  new window
11.Litvin, S. W.、Goldsmith, R. E.、Pan, B.(2008)。Electronic word-ofmouth in hospitality and tourism management。Tourism Management，29，458-468。  new window
12.Milton, J.、Rosenberg, A.(1987)。Structural theory of attitude dynamics。The Public Opinion Quarterly，24(2)，319-340。  new window
13.丁秋瑤、余泰魁、蘇純繒(20110400)。醫療機構服務公平性影響再惠顧意向之研究。管理與系統，18(2)，341-369。new window  延伸查詢new window
14.Kuo, Y.-F.、Wu, C.-M.(2012)。Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions。International Journal of Information Management，32(2)，127-138。  new window
15.Pan, B.、MacLaurin, T.、Crotts, J. C.(2007)。Travel blogs and the implications for destination marketing。Journal of Travel Research，46(35)，35-45。  new window
16.Jones, H.、Farquhar, J. D.(2003)。Contact Management and Customer Loyalty。Journal of Financial Services Marketing，8(1)，71-78。  new window
17.Sarel, D.、Marmorstein, H.(1998)。Managing the delayed service encounter: The role of employee action and customer prior experience。Journal of Service Marketing，12(3)，195-208。  new window
18.Ryan, M. J.、Rayner, R.、Morrison, A.(1999)。Diagnosing customer loyalty drivers。Marketing Research，11(2)，19-26。  new window
19.張宏生(20070600)。服務補救與顧客情感、社會與功能價值的結構關係研究--以旅館業為例。經營管理論叢，3(1)，43-61。new window  延伸查詢new window
20.Bell, C. R.、Zemke, R. E.(1987)。Service Breakdown: The Road to Recovery。Management Review，76(10)，32-35。  new window
21.Sindhav, B.、Holland, J.、Rodie, A. R.、Adidam, P. T.、Pol, L. G.(2006)。The impact of perceived fairness on satisfaction: Are airport security measures fair? Does it matter?。Journal of Marketing Theory and Practice，14(4)，323-335。  new window
22.Schweikhart, S. B.、Strasser, S.、Kennedy, M. R.(1993)。Service recovery in health services organizations。Hospital & Health Services Management，38(1)，3-21。  new window
23.Maxham, James G. III、Netemeyer, Richard G.(2002)。A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts。Journal of Marketing，66(4)，57-71。  new window
24.Blodgett, J. G.、Hill, D. J.、Tax, S. S.(1997)。The Effect of Distributive, Procedural, and Interactional Justice in Post complaint Behavior。Journal of Retailing，73(2)，185-210。  new window
25.凌儀玲(20050800)。服務補救二次滿意之研究。管理學報，22(4)，449-465。new window  延伸查詢new window
26.Kuo, Y. F.、Wu, C. M.、Deng, W. J.(2009)。The relationships among service quality, perceived value, customer satisfaction, and post-purchased intention in mobile value-added services。Computers in Human Behavior，25(4)，887-896。  new window
27.Ranaweera, C.、Prabhu, J.(2003)。On the relative importance of customer satisfaction and trust as determinants of customer relation and positive word of mouth。Journal of Targeting, Measurement and Analysis of Marketing，12(1)，82-90。  new window
28.Chiou, Jyh-Shen、Droge, Cornelia、Hanvanich, Sangphet(2002)。Does Customer Knowledge Affect How Loyalty is Formed?。Journal of Service Research，5(2)，113-124。  new window
29.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
30.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。  new window
31.Miller, Janis L.、Craighead, Christopher W.、Karwan, Kirk R.(2000)。Service Recovery: A Framework and empirical Investigation。Journal of Operations Management，18(4)，387-400。  new window
32.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
33.Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research，36(3)，356-372。  new window
34.Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review，67(4)，28-32。  new window
35.Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review，78(4)，105-113。  new window
36.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。  new window
37.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
38.Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science，23(4)，236-245。  new window
39.Yuksel, Atila、Bilim, Yasin、Yuksel, Fisun(2010)。Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty。Tourism Management，31(2)，274-284。  new window
40.Chin, Wynne W.(1998)。Commentary: Issues and opinion on structural equation modeling。Management Information Systems Quarterly，22(1)，vii-xvi。  new window
41.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
42.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
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44.李元恕(20090900)。服務失誤情境、服務補救與顧客認知公平對顧客關係回應之影響。顧客滿意學刊，5(2)，37-60。new window  延伸查詢new window
會議論文
1.黃福才、董瑞人(2012)。知覺公平對再重遊意向之影響研究。2012年TIMS商學與管理學術研討會。台中市：台灣行銷科學學會。  延伸查詢new window
學位論文
1.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.吳武忠(2010)。觀光學。台北：華泰文化。  延伸查詢new window
2.汪俠(2012)。旅遊地的主客滿意度研究：模型及實證。南京：南京大學出版社。  延伸查詢new window
3.財政部(2012)。2012年財政統計月報。  延伸查詢new window
4.黃鴻程(2012)。服務業管理--理論探討與個案研究。台北：滄海書局。  延伸查詢new window
5.Heskett, James L.、Sasser, Gary W. Earl Jr.、Schlesinger, Leonard A.(1997)。The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value。New York：A Division of Simon & Schuster Inc。  new window
6.Arndt, Johan(1967)。Word of mouth advertising: A review of the literature。Advertising Research Foundation。  new window
7.Bhote, Keki R.(1996)。Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability。New York：American Management Assocation。  new window
8.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。  new window
9.林建煌(2002)。消費者行為。臺北：智勝文化事業有限公司。  延伸查詢new window
10.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
11.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
圖書論文
1.Enderwick, P.(1992)。The scale and scope of service sector multinationals。Multinational enterprises in the world economy: Essays in honour of John Dunning。London：Edward Elgar。  new window
2.Clemmer, Elizabeth C.、Schneider, Benjamin(1996)。Fair Service。Advances in Services Marketing and Management。Bingley：Emerald。  new window
 
 
 
 
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