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題名:服務行銷與管理:企業創造價值的過程-
作者:蕭仁傑陳昕彤
出版日期:2013
出版項:新北:普林斯頓國際
ISBN:9789865917180
主題關鍵詞:服務業管理行銷管理顧客關係管理
學門:管理學
資料類型:專書
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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)
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  • 共同引用共同引用:0
  • 點閱點閱:7
期刊論文
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148.Singh, Jagdip(1988)。Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues。Journal of Marketing,52(1),93-107。  new window
149.Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review,40(1),75-88。  new window
150.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, A.(1993)。The Nature and Determinants of Customer Expectations of Service。Journal of the Academy of Marketing Science,21(1),1-12。  new window
151.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
152.Campbell, Leland、Diamond, William D.(1990)。Framing and Sales Promotions: The Characteristics of a Good Deal。Journal of Consumer Marketing,7(4),25-31。  new window
153.Della Bitta, Albert J.、Monroe, Kent B.、McGinnis, John M.(1981)。Consumer perceptions of comparative price advertisements。Journal of Marketing Research,18(4),416-427。  new window
154.Raghubir, Priya、Corfman, Kim(1999)。When Do Price Promotions Affect Pretrial Brand Evaluations?。Journal of Marketing Research,36(2),211-222。  new window
155.Holbrook, Morris B.、Hirschman, Elizabeth C.(1982)。The Experiential Aspects of Consumption: Consumer Fantasies, Feeling, and Fun。Journal of Consumer Research,9(2),132-140。  new window
156.Park, C. Whan、Jaworski, Bernard J.、MacInnis, Deborah J.(1986)。Strategic Brand Concept-Image Management。Journal of Marketing,50(4),135-145。  new window
157.Delery, John E.、Doty, D. Harold(1996)。Modes of Theorizing in Strategic Human Resource Management: Tests of Universalistic, Contingency, and Configurational Performance Predictions。Academy of Management Journal,39(4),802-835。  new window
158.Baker, Julie、Cameron, Michaelle(1996)。The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions。Journal of the Academy of Marketing Science,24(4),338-349。  new window
159.Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing,56(2),57-71。  new window
160.Kotler, Philip(1973)。Atmospherics as a marketing tool。Journal of Retailing,49(4),48-64。  new window
161.Wall, Eileen A.、Berry, Leonard L.(2007)。The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality。Cornell Hospitality Quarterly,48(1),59-69。  new window
162.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effects of Price, Brand, and Store Information on Buyer's Product Evaluations。Journal of Marketing Research,28(3),307-319。  new window
163.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
164.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。  new window
165.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
166.Ha, Hong-Youl、Perks, Helen(2005)。Effects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust。Journal of Consumer Behaviour: An International Research Review,4(6),438-452。  new window
167.Lichtenstein, Donald R.、Ridgway, Nancy M.、Netemeyer, Richard G.(1993)。Price Perceptions and Consumer Shopping Behavior: A Field Study。Journal of Marketing Research,30(2),234-245。  new window
168.Celsi, Richard L.、Olson, Jerry C.(1988)。The Role of Involvement in Attention and Comprehension Processed。Journal of Consumer Research,15(2),210-224。  new window
169.Sheth, Jagdish N.、Newman, Bruce I.、Gross, Barbara L.(1991)。Why We Buy What We Buy: The Theory of Consumption Value。Journal of Business Research,22(2),159-170。  new window
170.Wyner, G. A.(1996)。Customer Profitability: Linking Behavior to Economics。Marketing Research,8(2),36-38。  new window
會議論文
1.Mafi, S. L.、Jacobs, R. L.(1998)。HRD service-management model。The Academy of Human Resource Development。LA:Academy of Human Resource Development。  new window
2.Anderson, W.、Mary, S. W.(1990)。Customer Satisfaction and Retention Across Firms。The TIMS College of Marketing Special Interest Conference on Services Marketing。Nashville。  new window
3.Mackay, M.(1999)。Do Users and Non-Users of a Brand Differ in their Perceptions of Quality and Value。ANZMAC 99 Conference。  new window
4.Harrison, Andrew(2006)。Design for Service: Harmonising Product Design With a Services Strategy。ASME Turbo Expo 2006: Power for Land, Sea, and Air。ASME。  new window
5.Owens, Jan P.(1991)。Store Atmosphere: An Environmental Psychology Approach Revisited。Symposium on Patronage Behavior and Retail Strategy。Baton Rouge:Louisiana State University。37-49。  new window
6.Deardorff, Alan V.(1985)。Comparative Advantage and International Trade and Investment in Services。Research Seminar in International Economics。Ann Arbor:Gerald R. Ford School of Public Policy, University of Michigan。  new window
研究報告
1.王弓、李雯雯、陳幸雄、許瓊華、陳家樂、曾政光、池惠婷、洪立瑜、楊玟萍、林銘貴、王慕亞(2003)。台灣未來服務業定位之探討:知識密集服務業發展綱領。台北市:行政院經濟建設委員會。  延伸查詢new window
學位論文
1.吳則雄(2007)。台灣餐飲業顧客互動、服務品質、信任與顧客忠誠度關係之研究--以中南部國際觀光旅館餐廳為例(碩士論文)。國立成功大學。  延伸查詢new window
2.廖元貞(1998)。直效行銷於壽險市場運用策略之研究(碩士論文)。國立政治大學。  延伸查詢new window
3.柯宜君(2000)。消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響--於三種有形性比重不同服務業之比較(碩士論文)。國立政治大學。  延伸查詢new window
4.鄭傑之(2000)。資料庫行銷:以顧客獲利性為基礎配置行銷資源(碩士論文)。國立中正大學。  延伸查詢new window
5.徐心怡(2000)。消費者促銷知覺價值與促銷偏好程度之研究--產品類別干擾效果之探討(碩士論文)。元智大學。  延伸查詢new window
6.馬慈均(2005)。設計策略運用於品牌識別規劃之研究(碩士論文)。銘傳大學。  延伸查詢new window
7.陳琬真(2005)。以後設分析探討顧客貢獻價值、關係品質及顧客忠誠度之關聯性(碩士論文)。國立清華大學。  延伸查詢new window
圖書
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49.Travis, D.(2001)。Emotional Branding: How Successful Brands Gain the Irrational Edge。Prima Communications, Inc.。  new window
50.Slater, Robert、黃秀媛(20040327)。沃爾瑪王朝:全球第一大企業成長傳奇。台北:天下文化。  延伸查詢new window
51.Bardhan, Ashok Deo、Jaffee, Dwight M.、Kroll, Cynthia A.(2004)。Globalization of a High-Tech Economy: California, the United States and Beyond。Norwell:Kluwer Academic Publishers。  new window
52.Schmitt, Bernd H.、Simonson, Alex(1997)。Marketing aesthetics: The strategic management of brands, identity, and image。Free Press。  new window
53.Schmitt, Bernd H.(2003)。Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers。John Wiley & Sons Inc。  new window
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57.Monroe, Kent B.(1990)。Pricing: Making Profitable Decisions。New York:McGraw-Hill。  new window
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60.Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
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63.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
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65.湯明哲(2011)。策略精論--進階篇。台北:旗標。  延伸查詢new window
單篇論文
1.蔡孟男(20120927)。醫療器材產業服務化模式案例分析,工業技術研究院產業經濟與趨勢研究中心。  延伸查詢new window
2.吳伶麗,林文政。人力資源專業人員服務品質之探討,中央大學人力資源管理研究所。  延伸查詢new window
其他
1.行政院主計處。主要國家重要經社指標,http://www.stat.gov.tw/。  延伸查詢new window
2.李自若,李釧如(20120821)。QR code行動消費的難題,iSURVEY東方線上。  延伸查詢new window
3.邱于庭(20110817)。62%的消費者將因紅利回饋在手機加裝行動支付裝置,http://life.trendgo.com.tw/epaper/3095。  延伸查詢new window
4.康健寧(20110824)。行動用戶願意提供所在位置資料,https://www.brain.com.tw/news/articlecontent?ID=826。  延伸查詢new window
5.潘杏惠(20120507)。省錢當道 租借玩具詢問度增。  延伸查詢new window
6.王以慧(20110811)。統一超首創『洗衣便服務』估洗衣市場一年商機100億元,台北。  延伸查詢new window
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9.(20120923)。陳瑞憲空間魔術師 形塑誠品書店的空間美學,http://www.want-daily.com/portal.php?mod=view&aid=43675#ixzz2JRyfuove。  延伸查詢new window
10.Andy(2012)。好魚網過去一週給我的啟發,http://www.kuobrothers.com/article-199.htm。  延伸查詢new window
11.陳信榮(20120327)。中古車市太誘人 匯豐衝刺加盟市場 挑戰車貸105億,台北。  延伸查詢new window
12.(20090331)。山寨機教父蔡明介:聯發科迅速崛起的秘訣,http://big5.huaxia.com/tslj/qycf/2009/03/1373976_4.html。  延伸查詢new window
13.7-ELEVEN企業社會責任報吿書,https://www.7-11.com.tw/company/csrreport.asp。  new window
14.SAIT Polytechnic: Recruitment dollars,http://adsoftheworld.com/media/ambient/sait_polytechnic_recruitment_dollars?size=original。  new window
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16.江浪(20121221)。開拓國際市場成果豐碩 六角國際事業回台上興櫃,http://www.cdnews.com.tw。  延伸查詢new window
17.劉靜君(20120525)。奥的斯『邁向綠色未來』,源於全球化的綠色思維,http://edn.udn.com/article/view.jsp?aid=512985&cid=11%27。  延伸查詢new window
圖書論文
1.Shostack, G. Lynn(1985)。Planning the Service Encounter。The Service Encounter: Managing Employee/Customer Interaction in Service Businesses。Lexington, MA:Lexington Books。  new window
2.Holbrook, M. B.(1994)。The nature of customer value: An axiology of services in the consumption experience。Service quality: new directions in theory and practice。Sage Publication。  new window
3.Holbrook, Morris B.(1999)。Introduction to Consumer Value。Consumer Value: A Framework for Analysis and Research。Routledge。  new window
4.Deighton, John(1994)。The Future of the Marketing communications Industry: Implications of Integration and Interactivity。Marketing Communications Strategies Today and Tomorrow: Integration, Allocation, and Interactive Technologies。Cambridge, Massachusetts:Marketing Science Institute。  new window
5.Rice, Ronald E.(1984)。Development of New Media Research。The New Media: Communication, Research, and Technology。Beverly Hills, CA:Sage。  new window
6.Booms, Bernard H.、Bitner, Mary Jo(1981)。Marketing Strategies and Organizational Structures for Service Firms。Marketing of Services。Chicago:American Marketing Association。  new window
7.Heeter, Carrie(1989)。Implications of new interactive technologies for conceptualizing communication。Media use in the information age: Emerging patterns of adoption and consumer use。Hillsdale, New Jersey:Lawrence Erlbaum Associates。  new window
8.Cox, D. F.(1967)。Risk handling in consumer behavior: An intensive study of two cases。Risk Taking and Information Handling in Consumer Behavior。Harvard University Press。  new window
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10.Carman, J. H.(1987)。Values and Consumption Patterns: A Closed Loop。Advanced in consumer research。Ann Arbor:Association for Consumer Research。  new window
11.Schlesinger, Leonard A.、Hallowell, Roger H.(1993)。Putting the Service Profit Chain to Work。The Service Quality Handbook。New York:American Management Association Press。  new window
12.Zeithaml, V. A.(1981)。How counsumer evaluation processes differ between goods and services。Marketing of service。Chicago, IL:American Marketing Association。  new window
13.Burt, D. N.、Soukup, W. R.(1994)。Purchasing's role in new product development。The product development challenge。Boston:Harvard Business School Press。  new window
14.Bardzil, James R.、Rosenberger, Philip J. III(1996)。Atmosphere: Does It Provide Central Or Peripheral Cues?。Asia Pacific Advances in Consumer Research。Provo, UT:Association for Consumer Research。  new window
15.Hassan, Salah S.、Katsanis, Leas Prevel(1994)。Global Market Segmentation and Trends。Globalization of Consumer Markets: Structures and Strategies。New York:International Business Press。  new window
16.Hensler, William、Brunell, Kateri(1993)。Creating a World-Class Service Quality Management System。The Service Quality Handbook。New York:American Management association Press。  new window
17.Bauer, Raymond A.(1960)。Consumer Behavior as Risk Taking。Dynamic marketing for a Changing World。Chicago:American Marketing Association。  new window
 
 
 
 
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