期刊論文1. | 王宏起、林豔(2010)。基於TRIZ理論的高新技術企業創新原理研究。技進步與對策,27(9),73-77。 延伸查詢 |
2. | 李宗儒、吳嘵晨(2006)。利用五流五管之交叉矩陣來探討台灣與大陸家電之不同-以台灣A企業與大陸B企業為例。中小企業發展季刊,8,1-29。 延伸查詢 |
3. | Albrecht, K.、Bradford(1985)。Service Encounter Satisfaction: Conceptualize。Journal of Service Marketing,9(1),5-14。 |
4. | Domb(1997)。QFD and TIPS/TRIZ。The TRIZ Journal,1-5。 |
5. | Power, M. E.(1992)。Small selling: how companies are winning over today's tougher customer。Business Week,11(11),132-140。 |
6. | Tax, S. S.、Brown, S. W.(1998)。Recovery and Learning from Service Failure。Sloan Management Review,41,75-88。 |
7. | 鄭紹成(19990600)。服務失誤、服務補救、與購買意圖之研究。東吳經濟商學學報,25,61-92。 延伸查詢 |
8. | Bell, C. R.、Zemke, R. E.(1987)。Service Breakdown: The Road to Recovery。Management Review,76(10),32-35。 |
9. | 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。 |
10. | Fimstahl, T. W.(1989)。My employees are my service guarantee。Harvard Business Review,67(4),28-32。 |
11. | Bell, Chip R.(1994)。Turning Disappointment into Customer Delight。Editor and Publisher,127(32),38-48。 |
12. | 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。 |
13. | Zemke, R.、Bell, C.(1990)。Service recovery: Doing it right in second time。Training,27(6),42-48。 |
14. | Smith, Amy K.、Bolton, Ruth N.(2002)。The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments。Journal of the Academy of Marketing Science,30(1),5-23。 |
15. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。 |
16. | Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。 |
17. | Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management,8(2),110-130。 |
18. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。 |
19. | Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing,69(4),429-452。 |
20. | 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。 |