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題名：醫院服務失誤是否會引起顧客抱怨？探討心理契約違背之中介效果
書刊名：中原企管評論
作者：婁文信／李政達／胡甄育
作者(外文)：Lou, Wen-hsin／Lee, Jeng-dar／Hu, Zhen-yu
出版日期：2022
卷期：20:1
頁次：頁49-76
主題關鍵詞：服務失誤；抱怨行為；心理契約違背；醫療產業；Service failure；Complaint behavior；Psychological contract violation；Medical industry
原始連結：連回原系統網址new window
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  • 共同引用共同引用:34
  • 點閱點閱:3
期刊論文
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39.Blackman, D. A.、Benson, A. M.(2010)。The Role of the Psychological Contract in Managing Research Volunteer Tourism。Journal of Travel and Tourism Marketing，27(3)，221-235。  new window
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學位論文
1.簡明慧(2004)。醫院顧客抱怨處理機制之研究--以台北市某醫學中心檔案為例(碩士論文)。國立陽明大學。  延伸查詢new window
2.賴其勛(1997)。消費者抱怨行為、抱怨後行為及其影響因素之研究(博士論文)。國立臺灣大學。new window  延伸查詢new window
3.吳錦棉(2002)。國內醫療服務缺失及服務補救現況之探討--以桃園縣區域醫院為例(碩士論文)。元智大學。  延伸查詢new window
4.李政達(2016)。顧客-品牌心理契約觀念建構與量表發展(博士論文)。中原大學。new window  延伸查詢new window
5.黃香菁(2014)。醫院服務失誤類型知覺定位分析--以某醫學中心為例(碩士論文)。元培科技大學。  延伸查詢new window
圖書
1.中村卯一郎、謝文龍(1992)。抱怨處理讀本。台北：遠流出版社。  延伸查詢new window
2.Albrecht, Karl、Bradford, Lawrence J.(1989)。The service advantage: how to identify and fulfill customer needs。Homewood, Ill：Dow Jones-Irwin。  new window
3.Freese, C.、Schalk, R.(1997)。Tilburg Psychological Contract Questionnaire。Tilburg：Tilburg University。  new window
4.Hirschman, Albert O.(1970)。Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States。Harvard University Press。  new window
5.Weiner, B.(1992)。Human motivation: Metaphors, theories, and research。SAGE。  new window
6.Rousseau, Denise M.(1995)。Psychological contracts in organizations: Understanding written and unwritten agreements。Sage Publications, Inc.。  new window
7.Blau, Peter Michael(1964)。Exchange and Power in Social Life。John Wiley & Sons, Inc.。  new window
8.Lawrence, P. R.、Nohria, N.(2001)。Driven: How Human Nature Shapes our Choices。Jossey-Bass。  new window
9.Jöreskog, Karl G.、Sörbom, Dag(1996)。LISREL 8: User's Reference Guide。Scientific Software International, Inc.。  new window
10.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
11.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1998)。Multivariate Data Analysis。New York, NY：Macmillan Publishing Company。  new window
其他
1.Technical Assistance Research Program(19990600)。Basic Facts on Customer Complaint Behavior and the Impact of Service on the Bottom Line，Service Quality Division of the American Society for Quality。  new window
圖書論文
1.Sobel, Michael E.(1982)。Asymptotic confidence intervals for indirect effects in structural equation models。Sociological Methodology。Jossey-Bass Publishers。  new window
2.Day, R. L.(1980)。Research Perspectives on Consumer Complain in Behavior。Theoretical Developments in Marketing。American Marketing Association。  new window
3.Weiner, B.(1986)。Attribution, Emotion, and Action。Handbook of motivation and cognition: Foundations of social behavior。Guilford Press。  new window
4.Carmines, E. G.、McIver, J. P.(1981)。Analyzing Models with Unobserved Variables: Analysis of Covariance Structure。Social Measurement: Current Issues。Sage。  new window
 
 
 
 
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