跳到主要內容

臺灣博碩士論文加值系統

(44.210.132.31) 您好!臺灣時間:2022/08/19 20:10
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:黃文翰
研究生(外文):Wen-Ham Huang
論文名稱:服務補救不一致,服務補救後滿意度與消費者後續行為意圖之關係研究
論文名稱(外文):A study of the Relationship Among Service Recovery Disfirmation, Service Recovery Satisfaction and Consumer Behavior Intention
指導教授:林玥秀林玥秀引用關係
指導教授(外文):Yueh-Hsiu Lin
學位類別:碩士
校院名稱:國立東華大學
系所名稱:觀光暨遊憩管理研究所
學門:民生學門
學類:觀光休閒學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:中文
論文頁數:136
中文關鍵詞:服務補救服務補救後滿意度顧客忠誠度服務補救不一致顧客抱怨行為
外文關鍵詞:service recoveryservice recovery disconfirmationcustomer loyaltyservice recovery satisfactioncustomer complaint behavior
相關次數:
  • 被引用被引用:281
  • 點閱點閱:6851
  • 評分評分:
  • 下載下載:2272
  • 收藏至我的研究室書目清單書目收藏:23
論文提要:
過去餐飲服務品質研究,著重利用服務量表針對服務現況評估業者表現。近期則更進一步探討當服務產生缺失時,業者所採取補救措施。本研究試圖以補救滿意量表(RECOVSAT)來瞭解顧客在面臨餐飲服務失誤時,對於業者補救處理的看法與態度,除了對影響服務補救期望的前置因素進行探討外,還進而探討服務補救期望、服務補救績效、服務補救不一致、補救後滿意度與消費者行為意圖之間的影響。本研究在文獻探討中對上述各變數之關係均分別詳加說明,並以國內餐飲業為研究範圍,利用人員訪談問卷調查方式,針對曾在餐飲消費中,遭遇服務補救經驗的民眾為受訪對象,共蒐集777位樣本意見加以分析。研究結果發現失誤嚴重性、可控性失誤歸因均對服務補救期望產生顯著正向影響。而在補救期望、補救績效、補救不一致、補救滿意度等變數關係方面,結果發現服務補救期望對服務補救不一致呈現顯著負向影響;然而對服務補救滿意度卻沒有呈現顯著影響;服務補救績效對服務補救不一致、服務補救滿意度均呈現顯著正向影響;而服務補救不一致對服務補救滿意度呈現顯著正向影響;至於服務補救滿意度對顧客忠誠度呈現顯著正向影響,而對顧客抱怨行為則呈現顯著負向影響。

關鍵詞:服務失誤、服務補救、失誤歸因、服務事件重要性、失誤嚴重性、服務補救期望、服務補救績效、服務補救不一致、服務補救滿意度、顧客忠誠度、顧客抱怨行為。
Abstract:
This study extends previous research by applying RECOVSAT instrument to investigate Taiwanese with service failure and recovery experience while dining at restaurants in Taiwan. In addition to explore the impact of certain antecedents to service recovery expectation, the study discusses the relationships among service recovery expectation, service recovery performance, service recovery disconfirmation, service recovery satisfaction and consumer behavior intention via disconfirmation theory . The relationships of these variables were specified in the review of literature and a conceptual framework was proposed. A questionnaire survey with trained interviewer was employed. Each interviewer was required to interview 8-10 subjects. A total of 777 respondents with critical service failure and recovery experiences of restaurants in Taiwan were asked to participate in the study. The result indicates that both problem severity and controllability failure attribution had a positive effect on service recovery expectation. Service recovery expectation had a negative effect on service recovery disconfirmation, but no effect on service recovery satisfaction. Service recovery performance had positive effects on service recovery disconfirmation and service recovery satisfaction. Service recovery disconfirmation had a positive effect on service recovery satisfaction. Service recovery satisfaction had a positive effect on customer loyalty, but indicates a negative effect on customer compliant behavior.
內 容 目 錄

致謝辭 ……………………………………………………………………….. i
中文提要 ………………………………………………………………………..iv
英文提要 ……………………………………………………………………….. v
內容目錄 ………………………………………………………………………..vii
表目錄 ……………………………………………………………………….viii
圖目錄 ……………………………………………………………………….. x
第一章 緒論………………………………………………………………….. 1
第一節 研究動機與背景………………………………………………… 1
第二節 研究問題與目的………………………………………………… 6
第三節 研究流程…………………………………………………………10
第二章 文獻探討………………………………………………………………12
第一節 服務失誤…………………………………………………………12
第二節 服務補救…………………………………………………………27
第三節 失誤歸因…………………………………………………………40
第四節 顧客滿意度與消費者行為意圖之關係…………………………45
第三章 研究設計………………………………………………………………54
第一節 研究架構與研究假設……………………………………………54
第二節 問卷設計……..……………..…………………………………63
第三節 問卷信效度與資料收集……………..…………………………70
第四節 資料分析……..…………………………………………………76
第四章 實證研究與結果分析…………………………………………………79
第一節 基本資料分析……..……………………………………………79
第二節 服務補救期望、服務補救績效與服務補救不一致之比較
分析…………………………………..…………………………84
第三節 服務補救不一致之因素分析……………………………………90
第四節 相關分析…………………………………………………………93
第五節 迴歸分析…………………………………………………………96
第五章 結論與建議……………………………………………………………105
第一節 結果討論與實務建議……………………………………………105
第二節 研究限制與建議…………………………………………………112
參考文獻 ………………………………………………………………………..116
附錄一 意見調查表…………………………………………………………..128
附錄二 訪談訓練綱要………………………………………………………..132
附錄三 訪談訓練解說………………………………………………………..136

表 目 錄

表 2-1 服務接觸研究方向 …………………………………………………14
表 2-2 服務失誤分類比較 …………………………………………………15
表 2-3 各學者研究的服務失誤類型(顧客觀點) ………………….……….18
表 2-4 Bitner, Booms & Mohr(1994)的服務失誤分類(第一線員工觀點) …21
表 2-5 服務失誤分類比較(第一線員工與顧客觀點) ……………………..22
表 2-6 服務補救細項內容之整理 ………………………………………..28
表 2-7 在認知公平構面下、服務補救屬性之分類說明 ……………...… 32
表 2-8 服務補救策略內容 ………………………………………………. 35
表 2-9 抱怨行為類型 ……………………………………………………. 52
表 3-1 RECOVSAT量表中的六大服務補救之主要構面………………… 67
表 3-2 顧客忠誠度的問項部份 ……………………………………………69
表 3-3 抱怨反應的問項部份 ……………….…………………………….. 69
表 3-4 RECOVSAT量表中的六大主要構面之信度測試………………….72
表 3-5 消費者後續行為意圖之信度測試 …….………………………….. 73
表 3-6 原性別比例人口分布與本研究配額抽樣選取…….……………….73
表 3-7 原年齡層比例人口分布與本研究配額抽樣選取…………………..74
表 3-8 資料分析方法全覽表格 …………….……………………………. .78
表 4-1 基本社經資料結構分析 …………….……………………………...81
表 4-2 餐飲消費資料分析 ………………….……………………………...83
表 4-3 服務補救期望與服務補救績效的統計表 ……..…………………..85
表 4-4 服務補救不一致的成對T檢定 ………………..…………………..89
表 4-5 服務補救不一致的因素分析 …….……………..………………….92
表 4-6 事件重要性、失誤嚴重性、失誤歸因、補救期望之相關分析…. 93
表 4-7 補救期望、補救績效、補救不一致與服務補救滿意度之相關
分析 …………………………………………………………………94
表 4-8 服務補救不一致與服務補救後滿意度之相關分析 ……………….95
表 4-9 服務補救後滿意度與消費者後續行為意圖之相關分析 ………….95
表 4-10 事件重要性對失誤嚴重性;事件重要性對可控性失誤歸因之迴
歸分析 …………………………….……………..………………….96
表 4-11 失誤歸因對失誤嚴重性之迴歸分析 …….…..…….……………….96
表 4-12 可控性失誤歸因對服務補救期望;失誤嚴重性對服務補救期望
之迴歸分析……..……………………………………………………97
表 4-13 服務補救期望、服務補救績效對服務補救不一致之迴歸分析 ….98
表 4-14 服務補救績效對服務補救後滿意度之迴歸分析………..………….98
表 4-15 服務補救不一致與服務補救後滿意度之多元迴歸分析 …..…… 100
表 4-16 服務補救不一致因子(17個)對服務補救滿意度之多元迴歸分析103
表 4-17 服務補救後滿意度與消費者後續行為意圖之迴歸分析 ………...104
表 4-18 研究假設驗證結果表…………...….……………..………………...104



































圖 目 錄

圖 1-1 研究流程…………………………………………………..……………11
圖 2-1 服務接觸模式 ...……………………………………………………….16
圖 3-1 研究架構….…………………………………………………………….55
圖 3-2 第一階段研究架構(服務補救期望之前置因素) .....………………… 55
圖 3-3 第二階段研究架構(服務補救期望-不一致部份) .....…………………58
圖 3-4 服務失誤與服務補救後滿意度之組織研究架構 ……………………60
圖 4-1 行前期望重要性與實際體驗滿意度之分析矩陣......…………………86
圖 4-2 行前期望重要性與實際體驗滿意度之座標圖…. ……………………87
◎中文部分
于卓民(1994) 顧客滿意度的實質意義。戰略生產力雜誌,民國83年6月,75頁。
王秀華譯(1996) 忠誠顧客-如何培養、如何保持。Griffin , J.(1994)原著,民國85年,台北:朝陽堂出版社。
方世榮譯(1998) 行銷管理學:分析,計劃,執行與控制。Philp Kotlor 原著,Marketing Management – Analysis, Planning, Implementation, and Control。第九版,臺北:東華
內政部統計處(2001) 中華民國八十九年內政統計年報。民國九十年九月,台北: 內政部統計處。
行政院主計處 (2001) 中華民國臺灣地區國民所得統計摘要(民國40至90年) 半年刊。民國90年9月,台北:行政院主計處。
行政院主計處(2001) 民國89年臺灣地區人口年齡分布。中華民國統計月報,台北:行政院主計處。
朱柔若(2000) 社會科學研究方法與資料分析。Thomas Herzog(1996)原著,Research Methods & Data Analysis – in the Social-Sciences。民國89年,台北:揚智文化。
吳兆玲(1999) 國內航空服務業服務疏失補救、疏失事件歸因與顧客滿意反應間關係之研究,中山大學企業管理研究所未出版之碩士班論文。
林玥秀、黃文翰(2001)我國餐飲業服務失誤與服務補救類型研究-關鍵事件技術法的應用。二十一世紀觀光發展學術研討會論文集,銘傳大學主辦,37-53頁。
林玥秀、劉元安、孫瑜華、李一民、林連聰編著(2000) 餐館與旅館管理。第19頁,臺北:國立空中大學。
徐恆錫(1999) 由消費者經驗之認知面、情感面探討對消費者滿意的影響-以產品涉入為干擾變項,中央大學企業管理研究所未出版之碩士班論文。
高秋英(1994) 餐飲服務。民國83年3月,台北:揚智文化,頁11。
莊雅蘭(1999) 大學生負向事件歸因之訪談、評量與調查研究,成功大學教育研究所未出版之碩士班論文。
莊遠明(2001) 企業服務挽回措施與顧客忠誠度關係之研究,中國文化大學國際企業管理研究所未出版之碩士論文。
楊宗翰(2001) 從服務利潤鏈的角度探討內外部服務品質與忠誠度之關係-以花蓮地區國際觀光旅館為例,國立東華大學企業管理研究所未出版碩士論文。
陳曉天(2000) 服務補救、公平認知與顧客態度關係之研究-以航空業為例,中國文化大學國際企業管理研究所未出版之博士班論文。
陳妙華(1999) 服務補救、認知公平與顧客滿意、再購意願關係之研究-以I.S.P. 為例,東吳大學企業管理研究所未出版之碩士班論文。
黃俐菁(1999) 行動電話通訊服務顧客抱怨責任歸屬之研究—以歸因理論與情境因素觀點來探討,元智大學管理研究所未出版之碩士班論文。
臺灣省主計處 (2000) 臺灣省家庭收支調查報告,臺灣省主計處。
韓維中(2001) 服務缺失、顧客歸因與補救回復之滿意度模式。民九十年全國管理碩士論文獎暨研討會論文集,全國管理科學委員會。
輝偉偉(1996) 顧客抱怨處理與顧客滿意關係之研究/綜合認知面與情感面之探討,中央大學企業管理研究所未出版碩士論文。
闕河士(1989) 消費者抱怨行為及其影響因素,政治大學企業研究所未出版碩士論文。
鄭紹成(1999) 服務失誤、服務補救與購買意圖之研究。東吳經濟商學學報,第二十五期,頁61-62。
鄭紹成(1997) 服務業服務失誤、挽回顧客與顧客反應之研究,中國文化大學國際企業管理研究所未出版之博士論文。
魏正元(1995)以人員為核心的服務接觸之研究:互動模式的探索。中山管理評論,第三卷第四期,頁76-95。
◎英文部分
Anderson, E. W., Cales, F., & Donald, R. L. (1994). Customer Satisfaction, Market Share and Profitability: Findings from Sweden. Journal of Marketing, 58(July), 53-66. (轉引自楊宗翰,2001)
Amy, K. S., Ruth, N. B., & Janet, W. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36 (Aug), 356-372.
Albrecht, K.& Bradford, L. J. (1989). The Service Advantage, Dow-Jones Irwin, Homewood, IL. (轉引自鄭紹成,1997)
Albrecht, K. & Zemke, R. (1985). Service America, 6-7. (轉引自方世榮譯,1998)
Andreassen, T. A. (2000). Antecedents to Satisfaction with Service Recovery. European Journal of Marketing, 34 (1/2), 156-175.
Barsky, J. D. & Labagh, R. (1992). A Strategy for Customer Satisfaction. The Cornell Hotel and Restaurant Administration Quarterly, 33(6), 18-25.
Bejou, D. & Palmer, A. (1988). Service Failure and Loyalty: An Exploratory Empirical Study of Airline Customers. Journal of Service Marketing, 12(1), 7-22.
Bem, D. (1965) “Self Perception Theory” In L. Berkowitz(ed.), Experimental Social Psychology, Vol.6, New York: Academic Press. (Cited in Folkes, V. S. , 1988).
Bettman, James R. (1979). An Information Processing Theory of Consumer Choice, Reading, MA: Addison-Wesley. (Cited in Folkes, V. S. , 1988)
Best, A.& Andreasen, A. R.(1977). Consumer Complain-dose Business Respond. Harvard Business Review, 55(4), 93-101. (轉引自黃俐菁,1999)
Binter, M. J. (1990). Evaluating Service Encounter: The Effects of Physical Surroundings & Employee Response. Journal of Marketing, 54 (2), 69-82.
Bitner, M. J., Booms, B. H. & Tetreault, M. S. (1990). The Service Encounter: Diagnosing Favorable &Unfavorable Incidents. Journal of Marketing, 54(1), 71-84.
Bitner, M. J., Booms, B. H. & Mohr, L. A. (1994). Critical Service Encounters: The Employee’s Viewpoint. Journal of Marketing, 58(10), 95-106.
Blodgett, J. G., Wakefield, K. L. & Barnes, J. H. (1995). The Effects of Consumer Service on Consumer Complaining Behavior. Journal of Service Marketing, 9(4), 31-42. (轉引自陳曉天,2000)
Boshoff, Christo (1999). An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery. Journal of Service Research, 1(3), 236-249.
Booms, B. H. & Bitner, M. J. (1981) Marketing Strategies and Organization Structures for Service Firms. In James H. Donnelly & William R. George(eds.), Marketing of Services. Chicago: American Marketing Association, 47-52. (Cityed in Binter, M. J. ,1990)
Brown, S. W. (2000). Practicing Best-in-Class Service Recovery. Marketing Management, 9(Summer), 8-9.
Cardozo, R. N. (1965). An Experimental Study of Consumer Effect, Expectation and Satisfaction. Journal of Marketing Research, 2(Aug), 491-504. (轉引自徐恆錫,1999)
Churchill, G. A. & C. Suprenant (1982). An Investigation into The Determinants of Consumer Satisfaction. Journal of Marketing Research, 19(11), 491-504. (轉引自陳曉天,2000)
Clarke , K., & Belk , R. W. (1979). The Effects of Product Involvement and Task Definition on Anticipated Consumer Effort. In W.L. Wilkie (Ed.), Advances in Consumer Research, 6(pp.313-318). Florida : Association of Consumer Research. (轉引自陳曉天,2000)
Conlon, D. E.& Murray, N. M (1996). Customer Perceptions of Corporate Response to Product Complaints: The Role Explanations. Academy of Management Journal, 39(4), 1040-1056.
Darida, T., Levesque, T.,& McDougall, G. (1996). Service Problems and Recovery Strategies: An Exploratory Investigation in The Hospitality Sector. In C.Berneman (Ed.), Proceedings of the Administrative Sciences Association Conference, 1997(pp.101-110). Montreal: Administrative Sciences Association. (Cited in McCollough, M. A., Berry, L. L. & Yadav, M. S., 2000)
Day, R. L.,& Landon, E. L. (1977). Collecting Comprehensive Consumer Complaining Data by Survey Research. In H. K. Hunt (ed.), Advances in Consumer Research, 3, 263-269. Michigan: Association for Consumer Research. (轉引自徐恆錫,1999)
Day, R. L. (1980). Research Perspectives on Consumer Complaining Behavior. In Charles Lamb & Patrick Dunne (eds.), Theoretical Developments in Marketing, Chicago: American Marketing Association Press, 211-215. (轉引自黃俐菁,1999)
Day, R. L., (1984). Modeling Choices Among Alternative Responses to Dissatisfaction. In Thomas C. Kinnear (ed.), Advances in Consumer Research, 496-499. (轉引自徐恆錫,1999)
De Lisser, E. (1993). Today’s Specials Include Customer Satisfaction, The Wall Street Journal , June 7, B1. (Cited in Hoffman, K. D., Kelley, S. W. & Rotalsky, H.M., 1995)
Desatnick, R. L. (1988). Managing to Keep The Customer. Boston, Massachusetts: Houghton Mifflin. (轉引自陳曉天,2000)
Firnstahl, T. W. (1989). My Employees Are My Service Guarantees. Harvard Business Review, 67, 4-8.
Folkes, V. S. (1984). Customer Reactions to Product Failure: An Attribution Approach. Journal of Consumer Research, 10(Mar), 398-409.
Folkes, V. S. , Koletsky, S. & Graham, J. L. (1987). A Field Study of Causal Inferences and Consumer Reaction: The View from The Airport. Journal of consumer Research, 13(Mar), 534-539.
Folkes, V. S. & Kotsos, Barbara (1986). Buyers’and Sellers’Explanations for Product Failure: Who Done It. Journal of Marketing, 50(Apr), 74-80.
Folkes, V. S. (1988) Recent Attribution Research in Consumer Behavior: A Review and New Directions. Journal of Consumer Research,14(Mar), 548-565.
Giffin, J.(1995) Customer Loyalty: How to earn it and How to keep it. Lexington Books, New York. (轉引自楊宗翰,2001)
Gilly, M. C. (1987). Post Complaint Processes: from Organizational Response to Repurchase Behavior. Journal of Consumer Affair, 21(4), 293-313. (轉引自陳曉天,2000)
Goodman, J. (1989). The Nature of Customer Satisfaction. Quality Progress, 37-40.
Goodwin, C. & Ross, I. (1992). Consumer Responses to Service Failures: Influence of Procedural and International Fairness Perception. Journal of Business Research, 25(2), 149-163. (轉引自鄭紹成,1997)
Gronroos, C. (1984). A Service Quality Model & Its Marketing Implication. European Journal of Marketing, 18(4), 36-44.
Guest , L. P.(1994). A Study of Brand Loyalty. Journal of Applied Psychology, 28, 16-27. (轉引自莊遠明,2001)
Hart, C. W. L., Heskett, J. L. & W. E. Sasser Jr. (1990). The Profitable Art of Service Recovery. Harvard Business Review, 68(4), 148-156.
Heider, Fritz (1958) The Psychology of Internactional Relations. New York:Wiley. (Cited in Folkes, V. S. ,1988)
Harvey, J. H. & Weary, G. (1984) Current Issues in Attribution Theory and Research. Annual Review of Psychology, 35, 427-459.(Cited in Folkes, V. S. , 1988)
Hocutt, M. A., Chakraborty, G. & Mowen, J. C. (1997). The Art of Service Recovery: Fact or Fiction? An Empirical Study of The Effects of Service Recovery. In Debbie Thorne LeClair and Michael Hartline(eds.), Marketinf Theory and Applications, Chicago: American Marketing Association, 50-51. (Cited in McCollough, M. A., Berry, L. L. & Yadav, M. S., 2000)
Hoffman, K. D., Kelley, S. W. & Rotalsky, H. M. (1995). Tracking Service Failures and Employee Recovery Efforts. Journal of Service Marketing, 9(2), 49-61.
Howard, J. A.,& Sheth, J. N. (1969). The Theory of Buyer Behavior. New York: John Wiley. (轉引自方世榮譯,1998)
Jones, E. E. & Davis, K. (1965). From Acts to Dispositions: The Attribution Process in Person Perception in advances in Experimental Social Psychology,Vol.2,ed. Leonard Berkowitz, New York: Academic Press, 219-266. (Cited in Folkes, V. S. ,1988)
Jones, E. E. & Nisbett, R. E. (1972). The Actor and The Observer: Divergent Perceptions of The Causes of Behavior in Attribution: Perceiving The Causes of Behavior, eds.Edward E.Jones et al., Morristown, NJ: General Learning Press, 79-84. (轉引自黃俐菁,1999)
Johnston, T. C. & Hewa, M. A. (1997). Fixing Service Failures. Industrial marketing management, 26(5), 467-473.
Keaveney, S.M. (1995). Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing, 59(4), 71-82
Kelley, S. W., Hoffman, K. D. & Davis, M.A. (1993). A Typology of Retail Fairures and Recoveries. Journal of Retailing, 69(4), 429-452.
Kelley, S. W. & Davis, M. A. (1994). Antecedents to Customer Expectations for Service Recovery. Journal of Academy of Marketing Science, 22(1), 52-61.
Kelley, Harold H.(1967). Attribution Theory in Social Psychology .In David Levine, Lincoln(ed.), Nebraska Symposium on Motivation, NE: University of Nebraska Press, 192-238. (Cited in Folkes, V. S.,1988)
Kelley, Harold H. (1973). The Process of Causal Attribution. American Psychologist, 28(Feb), 107-128.(Cited in Folkes, V. S., 1988)
Langeard, E. , Bateson, J. E. G., Lovelock, C. H. & Eiglier, P. (1981). Severice Marketing: New Insights from Consumers and Managers. Cambridge, MA: Marketing Science Institute. (轉引自楊宗翰,2001)
Levesque, T. J. & McDougall, G. H. G. (2000) Service Problems and Recovery Strategies: An Experiment. Canadian Journal of Administrative Sciences, 17(May), 20-37.
Litwin, M. S. (1995) How to Measure Survey Reliability and Validity. Thousand Oaks, California: SAGE Publications, Inc.
Massy, W. F., Montgomery, D. B.& Morrison, D. G. (1970). Stochastic Models of Buyer Behavior. Cambridge: MIT Press. (轉引自莊遠明,2001)
McCollough, M. A., Berry, L. L. & Yadav, M. S. (2000). An Empirical Investigation of Consumer Satisfaction After Service Failure and Recovery. Journal of Service Research, 3(2), 121-137.
Mizerski, R. W., Golden, L. L. & Kernan, J. B. (1979). The Attribution Process in Consumer Decision Making. Journal of Consumer Research, 6(Sep), 123-140. (Cited in Folkes, V. S.,1988)
Mohr, L. A. & Bitner, M. J. (1995). The Role of Employee Effort in Satisfaction with Service Transactions. Journal of Business Research, 32(3), 239-252. (轉引自陳曉天,2000)
Montfort, K. V., E. Masurel & I. V. Rijn, (2000). Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services. The Service Industries Journal, 20(3), 80-94.
Neter, J., Wasserman, W.& Kutnet, M. H. (1985).Applied Linear Statistical Models,Richard D. Irwin, Inc. (轉引自楊宗翰,2001)
Oliver, R. L.(1980). A Cognitive Model of The Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 42(4), 460-469.
Oliver, R. L.(1981) Measurement and Evaluation of Satisfaction Process in Retail Settings. Journal of Retailing, 57 (Spring), 25-48.
Oliver, R. L. (1993) Cognitive, Affective, and Attribute Base of The Satisfaction Response. Journal of Consumer Research, 20(Dec), 418-431.
Ostrom, A & lacobucci, D. (1995). Consumer Trade-offs and The Evaluation of Services. Journal of Marketing, 59(1), 17-28. (Cited in Webster, C. & Sundaram , D.S., 1998)
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1985). A Conceptual model of Service Quality and Its Implications for Future Research. Journal of Marketing, 48(3), 41-50.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A., (1991). Understanding Customer Exceptions of Service. Slogn Management Review, 32(3), 39-48. (轉引自 楊宗翰,2001)
Parasuraman, A. , Zeithaml,V. A., & Berry, L. L. (1996). The Behavior Consequences of Service Quality. Journal of marketing, 60(Apr), 31-46.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: Amultitem Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. (轉引自楊宗翰,2001)
Reichheld, F. F. & W. E. Sasser, Jr (1990). Zero Defections : Quality Come to Services. Harvard Business Review, 68(5), 105-111. (轉引自陳曉天,2000)
Richins, M. L. (1983) Negative Word-of-Mouth by dissatisfied Consumers: A Pilot Study. Journal of Marketing, 47(Winter), 68-78. (轉引自鄭紹成,1999)
Richins, M. L. (1987) A Multivariate Analysis of Responses to Dissatisfaction. Journal of the Academy of Marketing Science, 15, 24-31.(轉引自陳曉天,2000)
Ross, M.& Fletcher, G. J. O. (1985). Attribution and Social Perception. (Cited in Folkes, V. S., 1988)
Rotter, J. B. (1966). Generalized expectancies for Internal Versus External Control of Reinforcement. Psychological Monographs, 80, 511-532. (轉引自莊雅蘭,1999)
Sellers, P. (1989). Getting Customer to Love You. Fortune, March 13, 38-49. (轉引自方世榮譯,1998)
Selnes, F. (1993). An Examination of The Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty. European Journal of Marketing, 27(1), 19-35. (轉引自莊遠明,2001)
Sight, J. (1988). Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues. Journal of marketing, 52, 93-107.
Singh, J. (1990). A Typology of Consumer Dissatisfaction Response Styles. Journal of Retailing, 66(Spring), 57-99.
Singh, J. & Shefali, P. (1991). Exploring The Effects of Consumers’ Dissatisfaction Level on Complaint Behaviors. Journal of Service Marketing, 9 (1), 15-23.(轉引自徐恆錫,1999)
Singh, J. & Sirdeshmukh, D. (2000). Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments. Journal of The Academy of Marketing Science, 28(1), 150-167. (轉引自莊遠明,2001)
Sirohi, N., McLaughlin, E. W. & Wittink, D. R. (1998). A Model of Customer Perceptions and Store Loyalty Intentions for A Supermarket Retailer. Journal of Retailing, 74(2), 223-245. (轉引自莊遠明,2001)
Shoemaker, S. & Lewis, R. C. (1999). Consumer Loyalty: The Future of Hospitality Marketing. Hospitality Management, 18, 345-370. (轉引自楊宗翰,2001)
Shostack, G. L. (1977). Breaking Free From Product Marketing. Journal of Marketing, 41(Apr), 73-80.
Smith, A. K., Bolton, R. N., & Wagner, Janet (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Management Research, 36(8), 356-372.
Spreng, R. A., Harrell, G. D.,& Mackoy, R. D. (1995). Service Recovery: Import on Satisfaction and Intentions. Journal of Service Management, 9(1), 15-23.
Tax, Stephen S. & Brown, Stephen W. (1998). Recovering and Learning from Service Failure. Sloan Management Review, 40(1), 75-88.
Tax, S. S., Brown, W. B. and Chandrashekaran, M. (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62(4), 60-77.
Teas, R. K. (1993) Expectation , Performance Evaluations and Consumers’ Perceptions of Quality. Journal of Marketing, 57(4), 18-34.
Tse, D. K. and Wilton, P. C. (1988) Models of Consumer Satisfaction: An Extension. Journal of Marketing Research, 25(5), 204-212.
Valle, V. A. & Wallendor, M. (1977) Consumer Attributions of The Cause of Their Product Satisfaction and Dissatisfaction. In Ralph L. Day, Bloomington (ed.), Consumer Satisfaction , Dissatisfaction , and Complaining Behavior, IN: Indiana University, 26-30. (Cited in Folkes, V. S., 1988)
Webster, C. & Sundaram , D. S. (1998) Service Consumption Criticality in Failure Recovery. Journal of Business Research, 41(2) 153-59.
Weiner, B. (1972) Attribution Theory, Achievement Motivation, and The Educational Process. Review of Educational Research, 42, 203-215. (轉引自莊雅蘭,1999)
Weiner, B. (1979) A Theory of Motivation for Some Classroom Experiences. Journal of Educational Psychology, 71(1), 3-25. (轉引自莊雅蘭,1999)
Westbrook, R. A. (1980) Interpersonal Affective Influences on Consumer Satisfaction with Product. Journal of Marketing Research, 7(June), 49-54. (轉引自徐恆錫,1999)
Woodruff, R. B., Cadotte, E. R. & Jenkins, R. L. (1983). Modeling Consumer Satisfaction Processes Using Experience-Based Norms. Journal of Marketing Research, 20(Aug), 296-304. (轉引自徐恆錫,1999)
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top