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題名:賠上企業形象的服務失誤:聯合航空強拉旅客下飛機事件個案
書刊名:管理評論
作者:陳純德曾紫嵐
作者(外文):Chen, Chun-derTseng, Tzu-lan
出版日期:2020
卷期:39:4
頁次:頁23-44+175
主題關鍵詞:航空業超額訂位服務失敗服務補救Flight overbooking in the aviation industryService failuresService recovery
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 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:0
  • 共同引用共同引用:0
  • 點閱點閱:11
期刊論文
1.Mattila, Anna S.(2001)。The Impact of Relationship type on Customer Loyalty in A Context of Service Failures。Journal of Service Research,4(2),91-101。  new window
2.Hoffman, K. Douglas、Kelley, Scott W.(2000)。Perceived justice needs and recovery evaluation: a contingency approach。European Journal of Marketing,34(3/4),418-433。  new window
3.Robbins, Tina L.、Miller, Janis L.(2004)。Considering Customer Loyalty in Developing Service Recovery Strategies。Journal of Business Strategies,21(2),95-109。  new window
4.Blodgett, Jeffrey G.、Hill, Donna J.、Tax, Stephen S.(1997)。The Effects of Distributive, Procedural, and Interactional Justice on Post-Complaint Behavior。Journal of Retailing,73(2),185-210。  new window
5.Miller, Janis L.、Craighead, Christopher W.、Karwan, Kirk R.(2000)。Service Recovery: A Framework and empirical Investigation。Journal of Operations Management,18(4),387-400。  new window
6.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。  new window
7.Nunamaker, Jay F. Jr.、Weber, E. Sue、Chen, Minder(1989)。Organizational Crisis Management Systems: Planning for Intelligent Action。Journal of Management Information Systems,5(4),7-32。  new window
8.Goodwin, Cathy、Ross, Ivan(1992)。Customer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25(2),149-163。  new window
9.吳宜蓁、李郁怡(2017)。數位媒介時代的公關危機管理。哈佛商業評論,2017(6月號)。  延伸查詢new window
10.Homans, George Casper(1961)。The Humanities and the Social Sciences。American Behavioral Scientist,4(8),3-6。  new window
11.Huang, Yi-Hui(2006)。Trust and Relational Commitment in Corporate Crises: The Effects of Crisis Communicative Strategy and Form of Crisis Response。Journal of Public Relations Research,20(2),297-327。  new window
12.Kloppenborg, Timothy J.、Gourdin, Kent N.(1992)。Up in the Air about Quality。Quality Progress,25(2),31-35。  new window
13.McColIough, Michel A.、Berry, Leonard L.、Yadav, Manjit S.(2000)。An Empirical Investigation of Customer Satisfaction after Service Failureand Recovery。Journal of Service Research,3(2),121-137。  new window
14.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
15.Regan, William J.(1963)。The Service Revolution。Journal of Marketing,27(3),57-62。  new window
16.Smith, Amy K.、Bolton, Ruth N.、Wagner, Janet(1999)。A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery。Journal of Marketing Research,36(3),356-372。  new window
17.Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review,40(1),75-88。  new window
18.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
19.Ulmer, Robert R.(2001)。Effective crisis management through established stakeholder relationships。Management Communication Quarterly,14(3),590-616。  new window
圖書
1.Fink, Steven、American Management Association(1986)。Crisis Management: Planning for the Inevitable。New York:Amacom。  new window
2.Murdick, Robert G.、Render, Bariy、Russell, Roberta S.(1990)。Service Operations Management。London:Prentice-Hall。  new window
3.Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。  new window
圖書論文
1.Seeger, Matthew W.、Sellnow, Timothy L.、Ulmer, Robert R.(1998)。Communication, organization, and crisis。Communication yearbook。Thousand Oaks, CA:Sage。  new window
2.Adams, John Stacey(1965)。Inequity in social exchange。Advances in experimental social psychology。Academic Press。  new window
 
 
 
 
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