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。 |
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。 延伸查詢 |
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。 延伸查詢 |
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。 |
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。 |
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。 |
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。 |
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。 |
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。 |
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。 |
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。 |
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。 |
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 |
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。 |
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。 延伸查詢 |
16. | Czepiel, John A.(1990)。Service Encounters and Service Relationships: Implications for Research。Journal of Business Research,20(1),13-21。 |
17. | Stum, David L.、Thiry, Alain(1991)。Building Customer Loyalty。Training and Development Journal,45(4),34-36。 |
18. | Walker, James L.(1995)。Service Encounter Satisfaction: Conceptualized。Journal of Services Marketing,9(1),5-14。 |
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。 |
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。 延伸查詢 |
21. | Taylor, Shirley、Todd, Peter A.(1995)。Understanding information technology usage: A test of competing models。Information Systems Research,6(2),144-176。 |
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。 延伸查詢 |
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。 |
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。 |
25. | Bartel, C. A.、Saavedra, R.(2000)。The Collective Construction of Work Group Moods。Administrative Science Quarterly,45(2),197-231。 |
26. | Dixon, M.、Freeman, K.、Toman, N.(2010)。Stop trying to delight your customers。Harvard Business Review,88(7/8),116-122。 |
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。 |
28. | Iacobucci, Dawn(2010)。Structural equations modeling: Fit indices, sample size, and advanced topics。Journal of Consumer Psychology,20(1),90-98。 |
29. | Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。 |
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。 |
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。 |
32. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。 |
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。 |
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。 |
圖書1. | Zeithaml, Valarie A.、Bitner, Mary Jo、Gremler, Dwayne D.(1996)。Services Marketing。McGraw-Hill。 |
2. | Kline, R. B.(2004)。Principles and practice of structural equation modeling。New York:Guildford。 |
3. | Berry, L. L.、Parasuraman A.(1991)。Marketing Service--Competing Through Quality。New York:Simon & Schuster。 |
4. | Plutchik, R.(1980)。Emotion: A Psychoevolulionary Synthesis。New York:Harper and Row。 |
5. | Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。 |
6. | Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。 |
7. | Hayes, Andrew F.(2013)。Introduction to mediation, moderation, and conditional process analysis: A regression-based approach。Guilford Press。 |