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題名:顧客永遠是對的嗎?--X Hotel的會員管理
書刊名:中山管理評論
作者:陳小芬 引用關係
作者(外文):Chen, Jessica H. F.
出版日期:2016
卷期:24:4
頁次:頁791-816
主題關鍵詞:會員管理惡質顧客顧客不當行為服務失誤服務管理Member managementJaycustomers customersCustomer dysfunctional behaviorService failureService management
原始連結:連回原系統網址new window
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  • 共同引用共同引用:0
  • 點閱點閱:163
期刊論文
1.Martin, C. L.(1996)。Consumer-to-consumer relationships: Satisfaction with other consumers' public behavior。The Journal of Consumer Affairs,30(1),146-169。  new window
2.Harris, L. C.、Reynolds, K. L.(2009)。Dysfunctional customer behavior severity: an empirical examination。Journal of Services Marketing,85(3),321-335。  new window
3.Reynolds, K. L.、Harris, L. C.(2006)。Deviant customer behavior: an exploration of frontline employee tactics。Journal of Marketing Theory and Practice,14(2),95-111。  new window
4.Fullerton, R. A.、Punj, G.(1993)。Choosing to misbehave: a structural model of aberrant consumer behavior。Advances in Consumer Research,20(1),570-574。  new window
5.Silvestro, R.、Fitzgerald, L.、Johnson, R.、Voss, C.(1992)。Towards a Classification of Service Processes。International Journal of Service Industry Management,3(3),62-75。  new window
6.Harris, L. C.、Reynolds, K. L.(2003)。The Consequences of Dysfunctional Customer Behavior。Journal of Service Research,6(2),144-161。  new window
7.Papasolomou, I.(2006)。Can Internal Marketing be Implemented within Bureaucratic Organizations?。International Journal of Bank Marketing,24(3),194-211。  new window
8.Zemke, R.、Anderson, K.(1990)。Customers from Hell。Training,26(2),25-33。  new window
9.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
10.Bitner, Mary Jo、Booms, Bernard Henry、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable and Unfavorable Incidents。Journal of Marketing,54(1),71-84。  new window
11.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
12.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
13.Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review,40(1),75-88。  new window
14.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
圖書
1.Kotler, P.、Armstrong, G. M.(2010)。Principles of Marketing。Englewood Cliffs, NJ:Pearson Education, Inc.。  new window
2.吳勉勤(2000)。旅館管理--理論與實務。台北:揚智文化出版社。  延伸查詢new window
3.Heskett, J. L.(1986)。Managing in the Service Economy。Boston:Harvard Business School Press。  new window
4.Lovelock, C.(1994)。Product Plus: How Product + Service = Competitive Advantage。New York:McGraw-Hill。  new window
5.Lovelock, C.、Wirtz, J.、Chew, P.(2009)。Essentials of Services Marketing。Hong Kong:Prentice Hall。  new window
6.Teboul, J.(2006)。Service is Front Stage: Positioning Services for Value Advantage。New York:Palgrave Macmillan。  new window
其他
1.王乾任(2007)。奧客不是每次都能佔到便宜,http://thinkerckd.blogspot.com/2007/11/jaycustomer.html#ixzz459R0hwat。  延伸查詢new window
 
 
 
 
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