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題名:關係連結對服務失誤補救滿意度和再購意願間關係之干擾效果
書刊名:管理與系統
作者:黃銘章 引用關係呂鴻德 引用關係洪千惠陳彥寧
作者(外文):Huang, Ming-changLeu, Horng-derHung, Chien-huiChen, Yan-ning
出版日期:2020
卷期:27:4
頁次:頁409-436
主題關鍵詞:服務補救矛盾補救滿意度再購意願關係連結Service recovery paradoxService failure recoveryRecovery satisfactionRepurchasing intentRelational tie
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(1) 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:1
  • 共同引用共同引用:7
  • 點閱點閱:9
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.黃識銘、方世榮(20080100)。服務補救策略的研究--關係行銷的觀點。管理與系統,15(1),1-31。new window  延伸查詢new window
3.de Matos, Celso Augusto、Rossi, Carlos Alberto Vargas、Veiga, Ricardo Teixeira、Vieira, Valter Afonso(2009)。Consumer reaction to service failure and recovery: The moderating role of attitude toward complaining。Journal of Services Marketing,23(7),462-475。  new window
4.Hedrick, N.、Beverland, M.、Minahan, S.(2007)。An Exploration of Relational Customers' Response to Service Failure。Journal of Service Marketing,21(1),64-72。  new window
5.Wang, Y. S.、Wu, S. C.、Lin, H. H.、Wang, Y. Y.(2011)。The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing。International Journal of Information Management,31(4),350-359。  new window
6.Hocutt, Mary Ann、Bowers, Michael R.、Todd Donavan, D.(2006)。The Art of Service Recovery: Fact or Fiction?。Journal of Services Marketing,20(3),199-207。  new window
7.Kau, Ah-Keng、Loh, Elizabeth Wan-Yium(2006)。The Effects of Service Recovery on Consumer Satisfaction: A Comparison between Complainants and Non-Complainants。Journal of Service,20(2),101-111。  new window
8.Magnini, Vincent P.、Ford, John B.、Markowski, Edward P.、Honeycutt, Earl D. Jr.(2007)。The Service Recovery Paradox: Justifiable Theory or Smoldering Myth?。Journal of Services Marketing,21(3),213-225。  new window
9.Kim, T. T.、Kim, W. G.、Kim, H.-B.(2009)。The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels。Tourism Management,30(1),51-62。  new window
10.Holloway, B. B.、Wang, S.、Beatty, S. E.(2009)。Betrayal? Relationship quality implications in service recovery。Journal of Services Marketing,23(6),385-396。  new window
11.Ok, Chihyung、Back, Ki Joon、Shanklin, Carol W.(2007)。Mixed Findings on the Service Recovery Paradox。Service Industry Journal,27(6),671-686。  new window
12.Karande, K. V.、Magnini, V. P.、Tam, L.(2007)。Recovery voice and satisfaction after service failure。Journal of Service Research,10(2),187-203。  new window
13.Maxham, James G. III、Netemeyer, Richard G.(2002)。A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts。Journal of Marketing,66(4),57-71。  new window
14.Swanson, S. R.、Hsu, M. K.(2009)。Critical incidents in tourism: Failure, recovery, customer switching, and word-of-mouth behaviors。Journal of Travel & Tourism Marketing,26(2),180-194。  new window
15.Sparks, B. A.、Mccoll-Kennedy, J. R.(2001)。Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Setting。Journal of Business Research,54(3),209-218。  new window
16.Río-Lanza, A. B.、Vázquez-Casielles, R.、Díaz-Martín, A. M.(2009)。Satisfaction with service recovery: perceived justice and emotional responses。Journal of Business Research,62(8),775-781。  new window
17.Hess, Ronald L. Jr.、Ganesan, Shankar、Klein, Noreen M.(2003)。Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction。Journal of the Academy of Marketing Science,31(2),127-145。  new window
18.McCollough, M. A.(2009)。The recovery paradox: The effect of recovery performance and service failure severity on post-recovery customer satisfaction。Academy of Marketing Studies Journal,13(1),89-104。  new window
19.Tax, Stephen S.、Brown, Stephen W.、Chandrashekaran, Murali(1998)。Customer evaluations of service complaint experiences: implications for relationship marketing。Journal of Marketing,62(2),60-76。  new window
20.Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science,22(1),52-61。  new window
21.Gelbrich, K.、Roschk, H.(2011)。A meta-analysis of organizational complaint handling and customer responses。Journal of Service Research,14(1),24-43。  new window
22.Gustafsson, A.(2009)。Customer satisfaction with service recovery。Journal of Business Research,62(11),1220-1222。  new window
23.Bamford, D.、Xystouri, T.(2005)。A case study of service failure and recovery within an international airline。Managing Services Quality,15(3),306-322。  new window
24.Bejou, D.、Ennew, C. T.、Palmer, A.(1998)。Trust, ethics and relationship satisfaction。International Journal of Bank Marketing,16(4),170-175。  new window
25.Lin, H. H.、Wang, Y. S.、Chang, L. K.(2011)。Consumer responses to online retailer's service recovery after a service failure: A perspective of justice theory。Managing Service Quarterly,21(5),511-534。  new window
26.Wen, B.、Chi, C. G. Q.(2013)。Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers。International Journal of Contemporary Hospitality Management,25(3),306-327。  new window
27.Choi, B.、Choi, B. J.(2014)。The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth。European Journal of Marketing,48(1/2),108-131。  new window
28.Varela-Neira, C.、Vázquez-Casielles, R.、Iglesias-Argüelles, V.(2008)。The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context。The Service Industries Journal,28(4),497-512。  new window
29.Chuang, S. C.、Cheng, Y. H.、Chang, C. J.、Yang, S. W.(2012)。The effect of service failure types and service recovery on customer satisfaction: A mental accounting perspective。The Service Industries Journal,32(2),257-271。  new window
30.Lastner, M. M.、Folse, J. A. G.、Mangus, S. M.、Fennell, P.(2016)。The road to recovery: Overcoming service failures through positive emotions。Journal of Business Research,69(10),4278-4286。  new window
31.Chen, T.、Ma, K.、Bian, X.、Zheng, C.、Devlin, J.(2018)。Is High Recovery More Effective than Expected Recovery in Addressing Service Failure?: A Moral Judgment Perspective。Journal of Business Research,82,1-9。  new window
32.Chou, P.-F.(2015)。An Analysis of the Relationship between Service Failure, Service Recovery and Loyalty for Low Cost Carrier Travelers。Journal of Air Transport Management,47,119-125。  new window
33.Garg, A.(2013)。Service Recovery Paradox in Indian Banking Industry: An Empirical Investigation。The South East Asian Journal of Management,7(2),23-38。  new window
34.Gohary, A.、Hamzelu, B.、Pourazizi, L.(2016)。A Little Bit More Value Creation and a lot of Less Value Destruction! Exploring Service Recovery Paradox in Value Context: A Study in Travel Industry。Journal of Hospitality and Tourism Management,29,189-203。  new window
35.Harrison-Walker, L. J.(2019)。The Critical Role of Customer Forgiveness in Successful Service Recovery。Journal of Business Research,95,376-391。  new window
36.Hazée, S.、Van Vaerenbergh, Y.、Armirotto V.(2017)。Co-Creating Service Recovery after Service Failure: The Role of Brand Equity。Journal of Business Research,74,101-109。  new window
37.Iglesias, V.(2009)。The Attribution of Service Failures: Effect on Consumer Satisfaction。The Service Industries Journal,29(2),127-141。  new window
38.Jung, N. Y.、Seock, Y.-K.(2017)。Effect of Service Recovery on Customers' Perceived Justice, Satisfaction, and Word-Of-Mouth Intentions on Online Shopping Websites。Journal of Retailing and Consumer Services,37,23-30。  new window
39.Khalifa, A. H.、Saad, M.(2017)。The Determinants of Trust in The Customer-Service Provider Relationship: The Case of Tunisian Small and Medium-Sized Enterprises (SMEs)。International Journal of Technology Management & Sustainable Development,16(3),295-310。  new window
40.Knox, G.、van Oest, R.(2014)。Customer Complaints and Recovery Effectiveness: A Customer Base Approach。Journal of Marketing,78(5),42-57。  new window
41.Liu, H.、Jayawardhena, C.、Dibb, S.、Ranaweera, C.(2019)。Examining the Trade-off between Compensation and promptness in eWOM-triggered Service Recovery: A Restorative Justice Perspective。Tourism Management,75,381-392。  new window
42.Mandl, L.、Hogreve, J.(2020)。Buffering Effects of Brand Community Identification in Service Failure: The Role of Customer Citizenship Behaviors。Journal of Business Research,107,130-137。  new window
43.Mattila, A. S.、Cho, W.、Ro, H.(2009)。The Joint Effects of Service Failure Mode, Recovery Effort, and Gender on Customers' Post-Recovery Satisfaction。Journal of Travel & Tourism Marketing,26(2),120-128。  new window
44.Michel, S.、Meuter, M. L.(2008)。The Service Recovery Paradox: True but Overrated?。International Journal of Service Industry Management,19(4),441-451。  new window
45.Mount, D. J.、Mattila, A.(2009)。The Relationship of Reliability and Recovery to Satisfaction and Return Intent at the Hotel Unit Level。Journal of Quality Assurance in Hospitality & Tourism,10(4),301-310。  new window
46.Nikbin, D.、Marimuthu, M.、Hyun, S. S.、Ismail, I.(2014)。Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers。Asia Pacific Journal of Tourism Research,20(3),239-262。  new window
47.Ozkan-Tektas, O.、Basgoze, P.(2017)。Pre-recovery Emotions and Satisfaction: A Moderated Mediation Model of Service Recovery and Reputation in the Banking Sector。European Management Journal,35(3),388-395。  new window
48.Rashid, Muhammad Hafiz Abd、Ahmad, Fauziah Sh.、Othman, Abdul Kadir(2014)。Does Service Recovery Affect Customer Satisfaction? A Study on Co-Created Retail Industry。Procedia: Social and Behavioral Sciences,130,455-460。  new window
49.Smith, J. S.、Nagy, P. F.、Karwan, K. R.、Ramirez, E.(2012)。The Contingent Nature of Service Recovery System Structures。International Journal of Operations & Production Management,32(7),877-903。  new window
50.Van Vaerenbergh, Y.、Orsingher, C.(2016)。Service Recovery: An Integrative Framework and Research Agenda。Academy of Management Perspective,30(3),328-346。  new window
51.Weitzl, W. J.、Einwiller, S. A.(2020)。Profiling (Un-)committed Online Complainants: Their Characteristics and Post-webcare Reactions。Journal of Business Research,117,740-753。  new window
52.McCollough, Michael A.、Berry, Leonard L.、Yadav, Manjit S.(2000)。An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery。Journal of Service Research,3(2),121-137。  new window
53.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。  new window
54.Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing,12(1),7-22。  new window
55.de Matos, Celso Augusto、Henrique, Jorge Luiz、Rossi, Carlos Alberto Vargas(2007)。Service Recovery Paradox: A Meta-Analysis。Journal of Service Research,10(1),60-77。  new window
會議論文
1.Brock, C.、Blut, M.、Evanschitzky, H.、Voorhees, C.(2017)。Service Failure and Customer Loyalty: Testing the Boundary Conditions of the Service Recovery Paradox。AMA Winter Educators' Conference。  new window
學位論文
1.Abu Bakar, S. Z.(2017)。Service Recovery in E-Services: Service Recovery Process, Perceived Justice and Satisfaction(博士論文)。Southern Illinois University at Carbondale。  new window
2.Soares, R. V. R. S. F.(2014)。Service Recovery Paradox: Customers' Response to a Service Failure-Recovery Situation in a Mobile Telecommunications Context(博士論文)。University of do Porto。  new window
單篇論文
1.黃銘章(2011)。機位被取消了怎麼辦,臺北:台灣管理個案中心。(AR0001621)。  延伸查詢new window
 
 
 
 
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