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題名:服務品質對顧客抱怨之影響:兼論美食成癮的調節效果
書刊名:休閒產業管理學刊
作者:戴友榆王聰
作者(外文):Dai, You-yuWang, Chuang
出版日期:2019
卷期:12:1
頁次:頁1-16
主題關鍵詞:服務品質顧客抱怨美食成癮調節效果餐飲業Service qualityCustomer complaintsGourmet addictionModerating effectCatering industry
原始連結:連回原系統網址new window
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期刊論文
1.盧昆宏、邱妙惠(20001100)。服務品質衡量模式之建構--以醫療品質為例。中華管理評論,3(4),127-144。  延伸查詢new window
2.Jacoby, J.、Jaccard, J. J.(1981)。The sources, meaning, and validity of consumer complaint behavior: a psychological analysis。Journal of Retailing,57(3),4-24。  new window
3.Espinoza, M. M.(1999)。Assessing the Cross-cultural Applicability of Service Quality Measure: A Comparative Study Between Quebec and Peru。International Journal of Service Industry Management,10(5),449-468。  new window
4.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
5.Fick, G. R.、Ritchie, J. R. B.(1991)。Measuring service quality in the travel and tourism industry。Journal of Travel Research,30(2),2-9。  new window
6.廖艶輝、唐勁松、王緒軼、劉鐵橋、陳曉崗、郝偉(2013)。成癮物質線索相關刺激的腦功能磁共振成像研究進展。中華精神科雜誌,46(1),53-56。  延伸查詢new window
7.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。  new window
8.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1990)。SERVQUAL: Une échelle multi-items de mesure des perceptions de la qualité de service par les consommateurs。Recherche et Applications en Marketing,5(1),19-42。  new window
9.Oliver, R. L.(1987)。An investigation of the interrelationship between consumer (dis)satisfaction and complaint reports。Advances in Consumer Research,14,218-222。  new window
10.Lam, T. K. P.(2002)。Making sense of SERVQUAL's dimensions to the Chinese customers in Macau。Journal of Market-focused Management,5(1),43-58。  new window
11.Hoffman, K. D.、Kelley, S. W.、Rotalsky, H. M.(1995)。Tracking service failure and employee recovery effort。Journal of Service Marketing,9(2),49-61。  new window
12.羅濤、郝偉(2010)。反獎賞系統與成癮行為。中國藥物依賴性雜誌,19(4),315-317。  延伸查詢new window
13.蔡燕萍(2007)。酒店顧客抱怨現象分析及對策研究。揚州大學烹飪學報,86(24),61-64。  延伸查詢new window
14.溫忠麟、侯傑泰(2008)。結構方程模型中調節效應的標準化估計。心理學報,40(6),729-736。  延伸查詢new window
15.張德鵬、趙詩傑、王玲芳(2014)。餐飲業員工滿意度、顧客滿意度與財務業績關係的實證分析。商業研究,2014(1),112-116。  延伸查詢new window
16.徐小西(2013)。薯片如何成為垃圾食品之王。環球市場訊息導報,38,66-69。  延伸查詢new window
17.胡正明、王躍嶺(2010)。雙維度分類視角下顧客抱怨行為模式研究。經濟與管理,24(6),44-47。  延伸查詢new window
18.申躍、趙平(2005)。消費者抱怨行為的比較。心理學報,37(3),397-402。  延伸查詢new window
19.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research,17(4),375-384。  new window
20.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。  new window
21.Brown, Stephen W.、Swartz, Teresa A.(1989)。A GAP analysis of professional service quality。Journal of Marketing,53(2),92-98。  new window
22.Singh, Jagdip(1988)。Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues。Journal of Marketing,52(1),93-107。  new window
23.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
24.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
25.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
26.Fornell, Claes R.、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
學位論文
1.陳昭同(1993)。消費者購後不滿意反應類型之研究(碩士論文)。東海大學。  延伸查詢new window
2.吳娮翎(2013)。從部落格美食書寫看庶民美食的語藝(碩士論文)。世新大學。  延伸查詢new window
3.鍾弘益(2014)。探討服務品質、產品品質、價格與口碑效果對顧客滿意度與其購買行為的影響--以采豐餐廳為例(碩士論文)。國立成功大學。  延伸查詢new window
4.鄭宜青(2003)。臺灣本土與日系百貨公司顧客抱怨與抱怨處理方式之比較性研究--以高雄市為例(碩士論文)。朝陽科技大學。  延伸查詢new window
5.黃鈴媛(2014)。美食成癮概念化與類型之研究(碩士論文)。靜宜大學。  延伸查詢new window
6.康鍵(2007)。顧客抱怨行為與顧客滿意度、顧客忠誠的關聯性研究(碩士論文)。天津大學。  延伸查詢new window
7.浦科學(2015)。行為經濟學視角下的理性成癮研究(博士論文)。重慶大學。  延伸查詢new window
8.王聰(2016)。服務品質與產品品質對顧客抱怨與顧客喜悅之影響:兼論美食成癮之調節效果(碩士論文)。博仁大學。  延伸查詢new window
9.王瑜(2008)。大學生遊戲成癮標準及其影響因素的研究(碩士論文)。遼寧師範大學。  延伸查詢new window
圖書
1.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service-Balancing Customer Perceptions and Expectations。Collier Macmillan。  new window
2.范秀成(2006)。服務管理學。天津:南開大學出版社。  延伸查詢new window
3.中村卯一郎、謝文龍(1992)。抱怨處理讀本:化抱怨為企業利潤。臺北市:遠流文化。  延伸查詢new window
4.Hayes, Andrew F.(2018)。Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach。Guilford Press。  new window
圖書論文
1.Day, R. L.(1980)。Research perspectives on consumer complaining behavior。Theoretical developments in marketing。Chicago, Illinois:American Marketing Association Press。  new window
 
 
 
 
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