期刊論文1. | Knox, Simon、Walker, David(2003)。Empirical Developments in the Measurement of Involvement, Brand Loyalty and Their Relationship in Grocery Markets。Journal of Strategic Marketing,11(4),271-286。 |
2. | 方世榮、彭彥群(20041200)。關係屬性、歸因與涉入對服務補救期望之影響--以航空業為例。行銷評論,1(2),31-52。 延伸查詢 |
3. | Kaltcheva, Velitchka D.、Weitz, Barton A.(2006)。When Should a Retailer Create an Exciting Store Environment?。Journal of Marketing,70(1),107-118。 |
4. | Beharrell, Brian、Denison, Tim J.(1995)。Involvement in the Routine Shopping Context。British Food Journal,97,24-29。 |
5. | 鄭紹成(19990600)。服務失誤、服務補救、與購買意圖之研究。東吳經濟商學學報,25,61-92。 延伸查詢 |
6. | Cohen, Joel B.(1983)。Involvement and You: 100 Great Ideas。Advances in Consumer Research,10(1),32-39。 |
7. | Swanson, Scott R.、Kelley, Scott W.(2001)。Attributions and Outcomes of the Service Recovery Process。Journal of Marketing Theory and Practice,9(4),50-65。 |
8. | Bennett, Russel、McColl-Kennedy, Janet R.、Coote, Leonard V.(2007)。Involvement, satisfaction, and brand loyalty in a small business services setting。Journal of Business Research,60(12),1253-1260。 |
9. | Zemke, Ron、Bell, Chip(1990)。Service recovery: Doing right in second time。Training,27(6),42-48。 |
10. | Singh, Jagdip、Wilkes, Robert E.(1996)。When consumers complain: a path analysis of the key antecedents of consumer complaint response estimates。Journal of the Academy of Marketing Science,24(4),350-365。 |
11. | Du, Jiangang、Fan, Xiucheng、Feng, Tianjun(2010)。An Experimental Investigation of the Role of Face in Service Failure and Recovery Encounters。Journal of Consumer Marketing,27(7),584-593。 |
12. | Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1993)。More on improving service quality measurement。Journal of Retailing,69(1),140-147。 |
13. | Goodwin, Cathy、Ross, Ivan(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25(2),149-163。 |
14. | Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review,67(4),28-32。 |
15. | Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1991)。Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model。Human Resource Management,30(3),335-364。 |
16. | 白凢芸(20130600)。網路購物中服務補救、信任修復與顧客購後行為關係之研究。行銷評論,10(2),145-164。 延伸查詢 |
17. | Lapidus, Richard S.、Pinkerton, Lori(1995)。Customer complaint situations: An equity theory perspective。Psychology & Marketing,12(2),105-122。 |
18. | Harris, Katherine E.、Grewal, Dhruv、Mohr, Lois A.、Bernhardt, Kenneth L.(2006)。Consumer responses to service recovery strategies: The moderating role of online versus offline environment。Journal of Business Research,59(4),425-431。 |
19. | Marimon, Frederic、Petnji Yaya, Luc Honore、Casadesús Fa, Martí(2012)。Impact of e-Quality and service recovery on loyalty: A study of e-banking in Spain。Total Quality Management & Business Excellence: an official journal of the European Society for Organisational Excellence,23(7/8),769-787。 |
20. | Fornell, Claes、Wernerfelt, Birger(1987)。Defensive marketing strategy by customer complaint management: A theoretical analysis。Journal of Marketing Research,24(4),337-346。 |
21. | Zaichkowsky, Judith Lynne(1985)。Measuring the Involvement Construct。Journal of Consumer Research,12(3),341-352。 |
22. | Laurent, Gilles、Kapferer, Jean-Noël(1985)。Measuring Consumer Involvement Profiles。Journal of Marketing Research,22(1),41-53。 |
23. | Ranaweera, Chatura、Prabhu, Jaideep(2003)。On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth。Journal of Targeting, Measurement and Analysis for Marketing,12(1),82-90。 |
24. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 |
25. | Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing,65(3),34-49。 |
26. | Van Vaerenbergh, Yves、Orsingher, Chiara、Vermeir, Iris、Larivière, Bart(2014)。A meta-analysis of relationships linking service failure attributions to customer outcomes。Journal of Service Research,17(4),381-398。 |
27. | Friedmann, Enav、Lowengart, Oded(2019)。Gender Segmentation to Increase Brand Preference? The Role of Product Involvement。Journal of Product & Brand Management,28(3),408-420。 |
28. | Cui, Anna、Wu, Fang(2017)。The Impact of Customer Involvement on New Product Development: Contingent and Substitutive Effects。Journal of Product Innovation Management,34(1),60-80。 |
29. | Boshoff, Christo(1999)。Recover: An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery。Journal of Service Research,1(3),236-249。 |
30. | 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。 |
31. | Olsen, Svein Ottar(2002)。Comparative Evaluation and the Relationship between Quality, Satisfaction, and Repurchase Loyalty。Journal of the Academy of Marketing Science,30(3),240-249。 |
32. | Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing,69(2),193-215。 |
33. | Bitner, Mary Jo、Booms, Bernard Henry、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable and Unfavorable Incidents。Journal of Marketing,54(1),71-84。 |
34. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。 |
35. | Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing,9(1),15-23。 |
36. | Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。 |