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題名:禮多人不怪?!:探討過度服務對服務接觸與服務結果之干擾效果
書刊名:行銷評論
作者:楊主行劉嘉麒 引用關係
作者(外文):Yang, Chu-hsingLiu, Chia-chi
出版日期:2019
卷期:16:1
頁次:頁1-24
主題關鍵詞:過度服務服務接觸顧客情緒服務結果Over-attentive serviceService encounterCustomer emotionService outcome
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(2) 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:2
  • 共同引用共同引用:17
  • 點閱點閱:11
期刊論文
1.Goldstein, Susan Meyer、Johnston, Robert、Duffy, JoAnn、Rao, Jay(2002)。The service concept: The missing link in service design research?。Journal of Operations Management,20(2),121-134。  new window
2.鄧之卿、郭子卉(20130600)。餐廳款待表現對顧客情緒及再訪意願關係之研究。觀光旅遊研究學刊,8(1),61-75。new window  延伸查詢new window
3.徐欽祥(20111200)。餐廳過度服務量表編製研究。休閒保健期刊,6,109-118。new window  延伸查詢new window
4.Rowley, J.(1998)。Quality measurement in the public sector: Some perspectives from the service quality literature。Total Quality Management,9(2/3),321-333。  new window
5.Dubé, L.、Menon, K.(2000)。Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions。International Journal of Service Industry Management,11(3),287-304。  new window
6.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
7.Holbrook, M. B.、Gardner, M. P.(2000)。Illustrating a dynamic model of the mood-updating process in consumer behavior。Psychology & Marketing,17(3),164-194。  new window
8.Swaminathan, V.、Fox, R. J.、Reddy, S. K.(2001)。The impact of brand extension introduction on choice。Journal of Marketing,65(4),1-15。  new window
9.Bagozzi, Richard P.、Gopinath, Mahesh、Nyer, Prashanth U.(1999)。The role of emotions in marketing。Journal of the Academy of Marketing Science,27(2),184-206。  new window
10.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。  new window
11.Julian, Craig C.、Ramaseshan, Bashar(1994)。The role of customer-contact personnel in the marketing of a retail bank's services。International Journal of Retail & Distribution Management,22(5),29-34。  new window
12.Ku, H. H.、Kuo, C. C.、Chen, M.(2013)。Is maximum customer service always a good thing? Customer satisfaction in response to over-attentive service。Managing Service Quality: An International Journal,23(5),437-452。  new window
13.朱永蕙、劉嘉麒、沈乾偉(2015)。過度服務之迷思--價位是關鍵嗎?。科技與人力教育季刊,2(1),1-19。  延伸查詢new window
14.Liu, S. Q.、Mattila, A. S.(2016)。The influence of a "green" loyalty program on service encounter satisfaction。Journal of Services Marketing,30(6),576-585。  new window
15.朱永蕙、劉嘉麒(20160900)。超乎顧客期待之迷思--過度服務對服務品質、滿意度與再購意願之干擾效果。運動休閒餐旅研究,11(3),1-23。new window  延伸查詢new window
16.Czepiel, John A.(1990)。Service Encounters and Service Relationships: Implications for Research。Journal of Business Research,20(1),13-21。  new window
17.Stum, David L.、Thiry, Alain(1991)。Building Customer Loyalty。Training and Development Journal,45(4),34-36。  new window
18.Walker, James L.(1995)。Service Encounter Satisfaction: Conceptualized。Journal of Services Marketing,9(1),5-14。  new window
19.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。  new window
20.李晶、章宏智(20060900)。The Study of Constructing the Scale of Leisure Emotional Experience。休閒暨觀光產業研究,1(1),97-107。new window  延伸查詢new window
21.Taylor, Shirley、Todd, Peter A.(1995)。Understanding information technology usage: A test of competing models。Information Systems Research,6(2),144-176。  new window
22.楊主行、劉嘉麒(20160600)。觀光工廠環境氛圍與消費者情緒對衝動性購買之影響--兼論品牌形象之干擾效果。觀光旅遊研究學刊,11(1),59-78。new window  延伸查詢new window
23.Caruana, A.(2002)。Service loyalty: the effects of service quality and the mediating role of customer satisfaction。European Journal of Marketing,36(7/8),811-828。  new window
24.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
25.Bartel, C. A.、Saavedra, R.(2000)。The Collective Construction of Work Group Moods。Administrative Science Quarterly,45(2),197-231。  new window
26.Dixon, M.、Freeman, K.、Toman, N.(2010)。Stop trying to delight your customers。Harvard Business Review,88(7/8),116-122。  new window
27.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing,49(4),41-50。  new window
28.Iacobucci, Dawn(2010)。Structural equations modeling: Fit indices, sample size, and advanced topics。Journal of Consumer Psychology,20(1),90-98。  new window
29.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。  new window
30.Chandon, Jean‐Louis、Leo, Pierre‐Yves、Philippe, Jean(1997)。Service Encounter Dimensions--A Dyadic Perspective: Measuring the Dimensions of Service Encounters as Perceived by Customers and Personnel。International Journal of Service Industry Management,8(1),65-86。  new window
31.Harris, Lloyd C.、Goode, Mark M. H.(2004)。The four levels of loyalty and the pivotal role of trust: a study of online service dynamics。Journal of Retailing,80(2),139-158。  new window
32.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
33.Podsakoff, Philip M.、MacKenzie, Scott B.、Lee, Jeong-Yeon、Podsakoff, Nathan P.(2003)。Common method biases in behavioral research: A critical review of the literature and recommended remedies。Journal of Applied Psychology,88(5),879-903。  new window
34.Hu, Li-tze、Bentler, Peter M.(1998)。Fit indices in covariance structure modeling: Sensitivity to underparamenterized model misspecification。Psychological Methods,3(4),424-453。  new window
學位論文
1.張綉綾(2011)。運用關鍵事件法探討餐飲業過度服務行為(碩士論文)。國立高雄餐旅大學,高雄市。  延伸查詢new window
2.李怡君(2011)。消費者對餐飲業過度服務現象認知研究(碩士論文)。國立高雄餐旅大學。  延伸查詢new window
3.余書華(2008)。人員微笑強度、服務接觸、顧客情緒與接觸結果之關聯性研究--以國立科學工藝博物館參觀民眾為例(碩士論文)。國立高雄應用科技大學,高雄。  延伸查詢new window
4.邱裕銘(2012)。餐飲服務人員過度服務成因研究(碩士論文)。國立高雄餐旅大學。  延伸查詢new window
圖書
1.Zeithaml, Valarie A.、Bitner, Mary Jo、Gremler, Dwayne D.(1996)。Services Marketing。McGraw-Hill。  new window
2.Kline, R. B.(2004)。Principles and practice of structural equation modeling。New York:Guildford。  new window
3.Berry, L. L.、Parasuraman A.(1991)。Marketing Service--Competing Through Quality。New York:Simon & Schuster。  new window
4.Plutchik, R.(1980)。Emotion: A Psychoevolulionary Synthesis。New York:Harper and Row。  new window
5.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
6.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
7.Hayes, Andrew F.(2013)。Introduction to mediation, moderation, and conditional process analysis: A regression-based approach。Guilford Press。  new window
其他
1.周稚年,陳威珞(2018)。產業分析:餐飲業發展趨勢(2018),http://www.twtrend.com/sharc_cont.php?id=63。  延伸查詢new window
2.(20171030)。服務業發展危機 政府不能再漠視,https://paper.udn.com/udnpapcr/PID0004/319460/wcb/#4L-11056621L。  延伸查詢new window
 
 
 
 
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