|
一、中文部分 1.黃鵬飛、王百慶,2004,「關係承諾的決定因素:產品類與服務類產業之比較研究」,第二屆全國當代行銷學術研討會,中興大學。 二、英文部分 1.Adams, J. S. (1963), “Toward an Understanding of Inequity,” Journal of Abnormal and Social Psychology, 67, 422-436. 2.Alford, B. L. and D. Sherrell (1996), “The Role of Affect in Consumer Satisfaction Judgments of Credence-Based Services,” Journal of Business Research, 37, 71-84. 3.Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994), ”Customer Satisfaction, Market share, and Profitability: Findings from Sweden,”Journal of Marketing, 58 (3), 53-66. 4.Anderson, J. C. and D. W. Gerbing (1988), “Structural Equation Modeling in Practice: a Review and Recommended Two-Step Approach,” Psychological Bulletin, 103 (3), 411-423. 5.Andreassen, T. W. (1999), “What Drives Customer Loyalty with Complaint Resolution?”Journal of Service Research, 1 (4), 324-332. 6.Andreassen, T. W. (2000), “Antecedents to Satisfaction with Service Recovery,” European Journal of Marketing, 34 (1/2), 156-175. 7.Andreassen, T. W. (2001), “From Disgust to Delight—Do Customers Hold a Grudge?” Journal of Service Research, 4 (1), 39-49. 8.Anton, Carmen, Carmen Camarero, and Mirtha Carrero (2007), “Analysing Firms’ Failures as Determinants of Consumer Switching Intentions: The Effect of Moderating Factors,” European Journal of Marketing, 41 (1/2), 135-158. 9.Armistead, C. G., G. Clark, and P. Stanley (1995), Managing Service Recovery, Cranfield School of Management, Cranfield. 10.Aurier, Philippe and Beatrice Siadou-Martin (2007),”Perceived Justice and Consumption Experience Evaluations- A Qualitative and Experimental Investigation,” International Journal of Service Industry Management, 18 (5), 450-471. 11.Bagozzi, R. P. and Y. Yi (1988), “On the Evaluation of Structural Equation Models,” Journal of the Academy of Marketing Science, 16 (1), 74-94. 12.Bagozzi, R. P., M. Gopinath, and P. U. Nyer (1999), “The Role of Emotions in Marketing,” Journal of the Academy of Marketing Science, 27 (2), 184-206. 13.Bagozzi, Richard P., Youjae Yi, and Phillips W. Lynn (1991), “Assessing Construct Validity in Organizational Research,” Administrative Science Quarterly, 36 (3), 421-458. 14.Bailey, D. (1994), “Recovery from Customer Service Shortfalls,” Managing Service Quality, 4 (6), 25-28. 15.Bansal, Harvir S. and Shirley F. Taylor (1999), “Beyond Service Quality and Customer Satisfaction: Investigating Additional Antecedents of Service-Provider Switching Intentions,” Developments in Marketing Science, 22, 75-82. 16.Bansal, Harvir S., Shirley F. Taylor, and Yannik St. James (2005), “Migrating to New Service Providers: Toward a Unifying Framework of Consumers’ Switching Behaviors,” Journal of the Academy of Marketing Science, 33 (1), 96-115. 17.Baron, R. M. and D. A. Kenny (1986), “The Moderator-Mediator Variable Distinction in Social Psychological Research,” Journal of Personality and Social Psychology, 51 (6), 1173-1182. 18.Bearden, W. O. and R. L. Oliver (1985), “The Role of Public and Private Complaining in Satisfaction with Problem Resolution,” The Journal of Consumer Affairs, 19 (2), 222-240. 19.Bentler, P. M. (1988), Theory and Implementation of EQS: A Structural Equations Program, Newbury Park, CA: Sage. 20.Bentler, P. M. and D. G. Bonett (1980), “Significance Tests and Goodness of Fit in the Analysis of Covariance Structures,” Psychological Bulletin, 88 (3), 588-606. 21.Bentler, P. M. and E. J. C. Wu (1993), EQS/Windows User’s Guide, Los Angeles: BMDP Statistical Software. 22.Berry, L. L. and A. Parasuraman (1991), Marketing Services: Competing through Quality , The Free Press, New York, NY. 23.Bhandari, Mahesh S., Yelena Tsarenko, and Michael Jay Polonsky (2007), “A Proposed Multi-Dimensional Approach to Evaluating Service Recovery,” Journal of Service Marketing, 21 (3), 174-185. 24.Bitner, M. J., B. H. Booms, and L. A. Mohr (1994), “Critical Service Encounters: The Employee’s Viewpoint,” Journal of Marketing, 58 (4), 95-105. 25.Bitner, M. J., B. H. Booms, and M. S. Tetreault (1990), “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing, 54 (January), 71-84. 26.Blodgett, J. G., D. H. Granbois, and R. G. Walters (1993), “The Effects of Perceived Justice on Negative Word of Mouth and Repatronage Intentions,” Journal of Retailing, 69, 399-428. 27.Blodgett, J. G., D. J. Hill, and S. S. Tax (1997), “The Effects of Distributive Justice, Procedural Justice, and Interactional Justice on Post-Complaint Behavior,” Journal of Retailing, 73 (2), 185-210. 28.Bodenhausen, G. V., Kramer G. P., and Süsser K. (1994), “Happiness and Stereotypic Thinking in Social Judgment,” Journal of Personal Social Psychology, 66 (4), 621-632. 29.Bolton, Ruth N., P. K. Kannan, and Matthew D. Bramlett (2000), “Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value,” Journal of the Academy of Marketing Science, 28 (1) 95–108. 30.Boshoff, C. (1997), “An Experimental Study of Service Recovery Options,” International Journal of Service Industry Management, 8 (2), 110-130. 31.Boshoff, C. (1999), “RECOVSAT: An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery,” Journal of Service Research, 1, 236-249. 32.Boshoff, C. and G. Staude (2003), “Satisfaction with Service Recovery: Its Measurement and Its Outcomes,” South African Journal of Business Management, 34, 916. 33.Boshoff, C. and J. Leong (1998), “Empowerment, Attribution and Apologising as Dimensions of Service Recovery: An Experimental Study,” International Journal of Service Industry Management, 9 (1), 24-47. 34.Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml (1993), “A Dynamic Process Model of Service Quality:From Expectation to Behavioral Intentions,” Journal of Marketing Research, 30 (1), 7-27. 35.Capraro, Anthony J, Susan Broniarczyk, and Rajendra K Srivastava (2003), “Factors Influencing the Likelihood of Customer Defection: The Role of Consumer Knowledge,” Journal of the Academy of Marketing Science, 31 (2), 164-175. 36.Casado, A. B., Más F. J., and H. Kasper (2007), “Explaining Satisfaction in Double Deviation Scenarios: The Effects of Anger and Distributive Justice,” International Journal of Bank Marketing, 25 (5), 292-314. 37.Casado, Ana, B., Juan L. Nicolau, and Francisco J. Mas (2008), “The Negative of Failed Service Recovery,” Working Paper, Instituto Valenciano de Investigaciones Económicas. 38.Chang, Hong-Sheng and Han-Liang Hsiao (2008), “Examining the Casual Relationship among Service Recovery, Perceived Justice, Perceived Risk, and Customer Value in the Hotel Industry,” The Service Industries Journal, 28 (4), 513-528. 39.Chebat, J. C. and W. Slusarczyk (2005), “How Emotions Mediate the Effects of Perceived Justice on Loyalty in Service Recovery Situations: An Empirical Study,” Journal of Business Research, 58, 664-673. 40.Chiou, Jyh-shen, Cornelia Droge, and Sangphet Hanvanich (2002), “Does Customer Knowledge Affect How Loyalty is Formed?” Journal of Service Research, 5(2), 113-124. 41.Chung, B. and D. K. Hoffman (1998), “Critical Incidents,” Cornell Hotel and Restaurant Administration Quarterly, 39 (3), 66-71. 42.Churchill, G. A. Jr. (1979), “A Paradigm for Developing Better Measures of Marketing Constructs,” Journal of Marketing Research, 16(2), 64-73. 43.Churchill, G. A. Jr. and Carol Surprenant (1982), “An Investigation into the Determinants of Customer Satisfaction,” Journal of Marketing Research, 19 (4), 491. 44.Cohen, Jacob, and Patricia Cohen (1983), Applied Multiple Regression/Correlation Analysis for the Behavior Sciences, 2nd, ed., Hillsdale, New Jersey: Lawrence Erlbaum Associates, Inc. 45.Colgate, M. and M. Norris (2001), “Developing a Comprehensive Picture of Service Failure,” International Journal of Service Industry Management, 12 (3/4), 215-235. 46.Conlon, D.E. and Murray N.M. (1996), “Customer Perception of Corporate Responses to Product Complaints: The Role of Explanations,” Academy of Management Journal, 39 (3), 140-156. 47.Davidow M. (2003), “Have you Heard the Word? The Effect of Word of Mouth on Perceived Justice, Satisfaction and Repurchase Intentions following Complaint Handling,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67-80. 48.Del, A. B. Río-Lanza, Rodolfo Vázquez-Casielles, and Ana Ma Díaz-Martín (2009), “Satisfaction with Service Recovery: Perceived Justice and Emotional Responses,” Journal of Business Research, 62 (8), 775-781. 49.DeWitt, T., and Brady, M. K. (2003), “Rethinking Service Recovery Strategies,” Journal of Service Research, 6 (2), 193-207. 50.Dhar, Ravi and Stephen M. Nowlis (2004), “To Buy or Not to Buy: Response Mode Effects on Consumer Choice,” Journal of Marketing Research, 41, 423-432. 51.Diller, H. (1995), “Kundenbindung als Zielvorgabe im Beziehungs-Marketing,” Institute for Marketing, University Nürnberg-Erlangen. 52.Dodson, Jody (2000), “Find Out Why Your Customers Leave,” Internet Week, 33-34. 53.Dube, L. and Maute, M. F. (1998), “Defensive Strategies for Managing Satisfaction and Loyalty in the Service Industry,” Psychology and Marketing, 15 (8), 775-791. 54.Dutta, Kirti, Umashankar Venkatesh, and H.G. Parsa (2007), “Service Failure and Recovery Strategies in the Restaurant Sector- An Indo-US Comparative Study,” International Journal of Contemporary Hospitality Management, 19 (5), 351-363. 55.Dwyer, F. R., P. H. Schurr, and S. Oh (1987), “Developing Buyer-Seller Relationship,” Journal of Marketing, 51, 11-27. 56.Erevelles, S. (1998), “The Role of Affect in Marketing,” Journal of Business Research, 42, 199-215. 57.Folkes, V. S. (1984), “Consumer Reactions to Product Failure: An Attributional Approach,” Journal of Consumer Research, 10 (March), 398-409. 58.Folkes, V. S., S. Koletsky, and J. Graham (1987), “A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport,” Journal of Consumer Research, 13 (March), 534-539. 59.Fornell and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18 (February), 39-50. 60.Fornell, C. and B. Wernerfelt (1987), “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis,” Journal of Marketing Research, 24 (4), 337-346. 61.Frijda, Nico H. (1986), The Emotions, Cambridge, UK: Cambridge University Press. 62.Garbarino, E. and M.S. Johnson (1999), “The Different Role of Satisfaction, Trust, and Commitment in Customer Relationships,” Journal of Marketing, 2, 70-87. 63.Gardner, M. P. (1985), “Mood States and Consumer Behavior: A Critical Review,” Journal of Consumer Research, 12, 281-300. 64.Grace, D. and A. O`Cass (2005), “An Examination of the Antecedents of Repatronage Intentions across Different Retail Store Formats,” Journal of Retailing and Consumer Services, 12, 227-243. 65.Greenberg, J. (1990), “Organizational Justice: Yesterday, Today, and Tomorrow,” Journal of Management, 16 (2), 399-432. 66.Griffin, Jill and Michael W. Lowenstein (2001), Winning Back a Lost Customer: Customer Win Back: How to Recapture Lost Customers--And Keep Them Loyal, Jossey-Bass. 67.Gronroos, C. (1988), “Service Quality: The Six Criteria of Good Perceived Service Quality,” Review of Business, 9, 3-32. 68.Gustafsson, Anders and Michael D. Johnson (2004), “Determining Attribute Importance in a Service Satisfaction Model,” Journal of Service Research, 7 (2), 124-142. 69.Gustafsson, Anders, Michael D. Johnson, and Inger Roos (2005), “The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention,” Journal of Marketing, 69 (4), 210-218. 70.Hair, J. F., R. E. Anderson, R. L. Tatham, B. J. Babin, and W. C. Black (2006), Multivariate Data Analysis, 6th edition, Prentice Hall, Inc. 71.Halstead, D. and T. Page (1992), “The Effects of Satisfaction and Complaining Behavior on Consumer Repurchase Intentions,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 1-11. 72.Hart, C. W. L., J. L. Heskett, and W. Sasser (1990), “The Profitable Art of Service Recovery,” Harvard Business Review, 68 (4), 148-156. 73.Helfert, Markus, Clemens Hermann, and Gregor Zellner (2003), “Customer Regain Management in E-Business-Processes and Measures,” Proceedings of the Collector (Europe) Conference, 97-110. 74.Hellier, P., G. Geursen, R. Carr, and J. Rickard (2003), “Customer Repurchase Intention: a General Structural Equation Model”, European Journal of Marketing, 37 (11/12), 1762-1800. 75.Hennig-Thurau, Kevin P. Gwinner, and Dwayne D. Gremler (2002), “Understanding Relationship Marketing Outcomes,” Journal of Service Research, 4 (3), 230-247. 76.Herrmann, A., F. Huber, and M. Johnson (2006), “The Evolution of Loyalty Intentions,” Journal of Marketing, 70 (2), 122-132. 77.Hess, R. J., Jr., Ganesan, S., and N. M. Klein (2003), “Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction,” Journal of the Academy of Marketing Science, 31 (2), 127-145. 78.Hocutt and Thomas H. Stone (1998), “The Impact of Employee Empowerment on the Quality of a Service Recovery Effort,” Journal of Quality Management, 3 (1), 117-132. 79.Hocutt, Mary Ann, Goutam Chakraborty, and John Mowen (1997), “The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery,” Advances in Consumer Research, 24, 457-463. 80.Hocutt, Mary Ann, Michael R. Bowers, and D. Todd Donavan (2006), “The Art of Service Recovery: Fact or Fiction?” Journal of Services Marketing, 20 (3), 199-207. 81.Hoffman, K. D., S. W. Kelley, and H. M. Rotalsky (1995), “Tracking Service Failures and Employee Recovery Efforts,” The Journal of Services Marketing, 9 (2), 49. 82.Hoffman, K. Douglas and John E. J. Bateson (1997), Essentials of Services Marketing, Fort Worth, TX: The Dryden Press. 83.Hoffman, K. Douglas, Scott W. Kelley, and Beth C. Chung (2003), “A CIT Investigation of Servicescape Failures and Associated Recovery Strategies,” Journal of Services Marketing, 17 (4), 322-340. 84.Hoffman, K. D., S.W. Kelley, and H. M. Rotalsky (1995), “Tracking Service Failures and Employee Recovery Efforts,” Journal of Services Marketing, 9 (2), 49-61. 85.Holloway, B. B. and S. E. Beatty (2003), “Service Failure in Online Retailing,” Journal of Service Research, 6 (1), 92-105. 86.Holloway, Betsy Bugg, Sijun Wang, and Janet Turner Parish (2005), “The Role of Cumulative Online Purchasing Experience in Service Recovery Management,” Journal of Interactive Marketing, 19 (3), 54-66. 87.Homburg, Christian and Andreas Fürst (2005),” How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach,” Journal of Marketing, 69 (3), 95-114. 88.Homburg, Christian, Wayne D. Hoyer, and Ruth Maria Stock (2007), “How to Get Lost Customers Back? A Study of Antecedents of Relationship Revival,” Journal of the Academy Marketing Science, 35, 461-474. 89.Hui, M. K. and D. K. Tse (1996), “What to Tell Consumers in Waits of Different Lengths: An Integral Model of Service Evaluation,” Journal of Marketing, 60 (2), 81-90. 90.Isen, A.M. (1984), “Toward Understanding the Role of Affect in Cognition,” in Handbook of Social Cognition, Robert, S.W. and K.S. Thomas, (Ed.), Hillsdale, NJ: Erlbaum, 179-236. 91.Izard, C. E. (2007), “Basic Emotions, Natural Kinds, Emotion Schemas, and a New Paradigm,” Perspectives on Psychological Science, 2, 260-280. 92.James, W. (1884), “What is an Emotion?” Mind, 9, 188-205. 93.John "Andy" Wood (2008), “The Effect of Buyers’ Perceptions of Environmental Uncertainty on Satisfaction and Loyalty,” Journal of Marketing Theory and Practice, 16 (4), 309-320. 94.Johnston, R. (1994), “Service Recovery: An Empirical Study,” Warwick Business School, Coventry. 95.Johnston, Robert and Stefan Michel (2008), “Three Outcomes of Service Recovery-Customer Recovery, Process Recovery and Employee Recovery,” International Journal of Operations & Production Management, 28 (1), 79-99. 96.Johnston, R., and A. Fern (1999), “Service Recovery Strategies for Single and Double Deviation Scenarios,” The Service Industries Journal, 19 (2), 69-82. 97.Jones, M. A. (1998), “Satisfaction and Repurchase Intensions in the Service Industry: The Moderating Influence of Switching Barriers,” Doctoral Thesis, University of Alabama, Tuscaloosa, AL. 98.Jones, Michael A., David L. Mothersbaugh, and Sharon E. Beatty (2000), “Switching Barriers and Repurchase Intentions in Service,” Journal of Retailing, 72, 259-274. 99.Jöreskog, K. G. and D. Sörbom (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language, Chicago: Scientific Software International. 100.Kalamas, Maria, Michel Laroche, and Lucy Makdessian (2008), “Reaching the Boiling Point: Consumers’ Negative Affective Reactions to Firm-Attributed Service Failures,” Journal of Business Research, 61, 813-824. 101.Karatepe, O. M. (2006), “Consumer Complaints and Organizational Responses: The Effects of Complainants’ Perceptions of Justice on Satisfaction and Loyalty,” International Journal of Hospitality and Management, 25, 69-90. 102.Keaveney, S. M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study,” Journal of Marketing, 59 (2), 71-89. 103.Keeffe, Dominique A., Rebekah Russell-Bennett, and Alastair Tombs (2007), “The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behavior,” Emotion in Organizations, 3, 141-175. 104.Kelley S. W., Davis M. A. (1994), “Antecedents to Customer Expectations for Service Recovery,” Journal of the Academy of Marketing Science, 22, 52-61. 105.Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993), “A Typology of Retail Failures and Recoveries,” Journal of Retailing, 69 (4), 429–452. 106.Kenney, M. J. (1995), “Antecedents to Customer Expectations for Service Recovery,” Journal of Academy of Marketing Science, 22 (1), 52-62. 107.Krepapa, Areti, Pierre Berthon, Dave Webb, and Leyland Pitt (2003), ” Mind the Gap: An Analysis of Service Provider versus Customer Perceptions of Market Orientation and the Impact on Satisfaction,” European Journal of Marketing, 37 (1/2), 197-218. 108.Lam, Shun Yin, Venkatesh Shankar, M Krishna Erramilli and Bvsan Murthy (2004), “Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context,” Journal of the Academy of Marketing Science, 32 (3), 293-311. 109.Landman, Janet (1987), “Regret: A Theoretical and Conceptual Analysis,” Journal of Theory of Social Behavior, 17 (2) 135-160. 110.Lazarus, R. S. and S. Folkman (1984), Stress, Appraisal and Coping, Springer, New York, NY. 111.Lee, M. and Cunningham, L. F. (2001), “A Cost/Benefit Approach to Understanding Service Loyalty,” Journal of Services Marketing, 15 (2), 113-130. 112.Leuthesser, L. (1997), “Supplier Relational Behavior: An Empirical Assessment,” Industry Marketing Management, 26 (3), 245-254. 113.Lewis, B. R. and S. Spyrakopoulos (2001), “Service Failures and Recovery in Retail Banking: The Customers’ Perspective,” International Journal of Bank Marketing, 19 (1), 37-47. 114.Lewis, Barbara R. and Pamela McCann (2004), “Service Failure and Recovery: Evidence for the Hotel Industry,” International Journal of Contemporary Hospitality Management, 16 (1), 6-17. 115.Ligas, Mark and Robin A. Coulter (2000), “Understanding Signals of Customer Dissatisfaction: Customer Goals, Emotions, and Behaviors in Negative Service Encounters,” American Marketing Association. Conference Proceedings, 11, 256-262. 116.Lipton, D. (2000), “Now hear this. . . Customer complaints are not bad if viewed as business-building occasions,” Nation’s Restaurant News, 34 (35), 30. 117.Liu, Ben Shaw-Ching, D. Sudharshan, and Lawrence O. Hamer (2000), “After-Service Response in Service Quality Assessment: A Real-Time Updating Model Approach,” Journal of Services Marketing, 14 (2), 160-177. 118.Mack, R., R. Mueller, J. Crotts, and A. Broderick (2000), “Perceptions, Corrections, and Defections: Implications for Service Recovery in the Restaurant Industry,” Managing Service Quality, 10 (6), 339-346. 119.MacKinnon, N. J. (1994), Symbolic interactionism as affect control, Albany (NY): State University of New York Press. 120.Magnini, Vincent P., John B. Ford, Edward P. Markowski, and Earl D. Honeycutt (2007), “The Service Recovery Paradox: Justifiable Theory or Smoldering Myth?” Journal of Services Marketing, 21 (3), 213-225. 121.Matos, CA de, Jorge Luiz Henrique, and Carlos Alberto Vargas Rossi (2007), “Service Recovery: A Meta-Analysis,” Journal of Service Research, 10 (1), 60-77. 122.Mattila, A. S. (2001), “The Effectiveness of Service Recovery in a Multi-Industry Setting,” The Journal of Services Marketing, 15 (7), 583-596. 123.Mattila, A. S., and C. A. Enz (2002), “The Role of Emotions in Service Encounters,” Journal of Service Research, 4 (4), 268-277. 124.Maute M. F., Dubé L. (1999), “Patterns of Emotional Responses and Behavioral Consequences of Dissatisfaction,” Applied Psychology, 48 (3), 349-366. 125.Maxham III, James G. (2001), “Service Recovery’s Influence on Consumer Satisfaction, Positive Word-of-Mouth, and Purchase Intentions,” Journal of Business Research, 54 (1), 11-24. 126.Maxham III, James G. and Richard G. Netemeyer (2002), “Modeling Customer Perceptions of Complaint Handling Over Time: The Effects of Perceived Justice on Satisfaction and Intent,” Journal of Retailing, 78, 239-252. 127.McColl-Kennedy, J. R., A. K. Smith, and P. Patterson (2005), “Exploring Customer Rage Spectrum Emotions, Expressions, and Behaviors in Service Failure Encounters: Customer and Employee Perspectives,” Paper presented at Frontiers in Services Conference, Phoenix, AZ. 128.McColl-Kennedy, J. R., and B. A. Sparks (2003), “Application of Fairness Theory to Service Failures and Service Recovery,” Journal of Service Research, 5 (3), 251-266. 129.McColl-Kennedy, J. R., C. S. Daus, and B. A. Sparks (2003), “The Role of Gender in Reactions to Service Failure and Recovery,” Journal of Service Research, 6 (1), 66-82. 130.McColl-Kennedy, Janet R. and Amy K. Smith (2006), “Customer Emotions in Service Failure and Recovery Encounters,” Individual and Organizational Perspectives on Emotion Management and Display Research on Emotion in Organizations, 2, 237-268. 131.McCollough, (2000), “The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes,” Journal of Hospitality & Tourism Research, 24 (4), 423-447. 132.McCollough, M. A., Berry, L., and M. Yadav (2000), “An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery,” Journal of Service Research, 3(2), 121-137. 133.McCollough, Michael A. (1995), “The Recovery Paradox: A Conceptual Model and Empirical Investigation of Customer Satisfaction and Service Quality Attitudes after Service Failure and Recovery,” Doctoral Dissertation, Texas A&M University, College Station, United States. 134.McCollough, Michael A. (2008), “The Recovery Paradox: The effect of Recovery Performance and Service Failure Severity on Post-Recovery Customer Satisfaction,” Proceedings of the Academy of Marketing Studies, 13 (2), 11. 135.Menon, K., and L. Dube´(2004), “Service Provider Responses to Anxious and Angry Customers: Different Challenges, Different Payoffs,” Journal of Retailing, 80, 229-237. 136.Michalski, S. (2002), Kundenabwanderungs- und Kundenrückgewinnungsprozesse: Eine theoretische und empirische Untersuchung am Beispiel von Banken, Gabler, Wiesbaden. 137.Michel, Stefan (2001), “Analyzing Service Failures and Recoveries: A Process Approach,” International Journal of Service Industry Management, 12 (1), 20-33. 138.Miller, J. L., C. W. Craighead, and K. R. Karwan (2000), “Service Recovery: A Framework and Empirical Investigation,” Journal of Operations Management, 18, 387-400. 139.Miller, J. L., C. W. Craighead, and K. R. Karwan (2000), “Service Recovery: A Framework and Empirical Investigation,” Journal of Operations Management, 18, 387-400. 140.Montoya-Weiss, M., G.B. Voss, and D. Grewal (2003), “Online Channel Use and Satisfaction in a Multichannel Service Context,” MSI Reports, 2 , 19-35. 141.Morgan, R. and S. Hunt (1994), “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, 58 (July), 20-38. 142.Murphy, Kristina and Tom Tyler (2008), “Procedural Justice and Compliance Behavior: The Mediating Role of Emotions,” European Journal of Social Psychology, 38, 652-668. 143.Nesse, R. M. (1990), “Evolutionary Explanations of Emotions,” Human Nature, 1, 261-289. 144.Nguyen, D.T. and J.R. McColl-Kennedy (2003), “Diffusing Customer Anger in Service Recovery: A Conceptual Framework,” Australasian Marketing Journal, 11 (2), 46-55. 145.Noonen, Breffni M. and Daniel J. Mount (2007), “The Effect of Price on Return Intentions: Do Satisfaction and Reward Programme Membership Matter?” Journal of Revenue and Pricing Management, 7 (4), 357-369. 146.Nunnally, J. C. (1978), Psychometric Theory, 2nd Ed. New York, NY: McGraw-Hill, Inc. 147.Ok, Chihyung (2004), “The Effectiveness of Service Recovery and Its Role in Building Long-Term Relationships with Customers in a Restaurant Setting,” Ph.D., Kansas State University. 148.Ok, Chihyung, Ki-Joon Back, and Carol W. Shanklin (2006), “Service Recovery Paradox: Implications from an Experimental Study in a Restaurant Setting,” Journal of Hospitality & Leisure Marketing, 14 (3), 17-33. 149.Ok, Chihyung, Ki-Joon Back, and Carol W. Shanklin (2007), “Mixed Findings on the Service Recovery Paradox,” The Service Industries Journal, 27 (6), 671-686. 150.Oliver, R. L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, 42 (4), 460-469. 151.Oliver, R. L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, New York: McGraw-Hill International. 152.Oliver, R. L. (1999), “Whence Consumer Loyalty?” Journal of Marketing, 63, 33-44. 153.Oliver, R. L. and R. A. Westbrook (1993), “Profiles of Consumer Emotions and Satisfaction in Ownership and Usage,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 12-27. 154.Oliver, R. L. and Wayne S. DeSarbo (1988), “Response Determinants in Satisfaction Judgments,” Journal of Consumer Research, 14, 495-507. 155.Ortony, A., G. L. Clore, and A. Collins (1988), The cognitive structure of emotions, New York: Cambridge University Press. 156.Palmer, A., Beggs R., and Keown-McMullan, C. (2000), “Equity and Repurchase Intention following Service Failure,” Journal of Services Marketing, 34 (7), 797-815. 157.Patterson, P.G. and T. Smith (2003), “A Cross Cultural Study of Switching Barriers and Propensity to Stay with Service Providers,” Journal of Retailing, 79 (2), 107-120. 158.Patterson, Paul G., Elizabeth Cowley, Kriengsin Prasongsukarn (2006), “Service Failure recovery: The Moderating Impact of Individual-Level Cultural Value Orientation on Perceptions of Justice,” International Journal of Research in Marketing, 23, 263-277. 159.Peterson, Robert A. (1995), “Relationship Marketing and Consumer,” Journal of the Academy of Marketing Science, 23 (4), 278-281. 160.Price, L. L., E. J. Arnould, and S. L. Deibler (1995), “Consumers’ Emotional Responses to Service Encounters,” International Journal of Service Industry Management, 6 (3), 34-63. 161.Reichheld, F. F. and W. Sasser (1990), “Zero Defections: Quality Comes to Service,” Harvard Business Review, 68, 105-111. 162.Rigdon, E. E. (1998), “The Equal Correlation Baseline Model for Comparative Fit Assessment in Structural Equation Modeling,” Structural Equation Modeling, 5 (1), 63-77. 163.Rust, Roland T. and Anthony J. Zahorik (1993), “Customer Satisfaction, Customer Retention and Market Share,” Journal of Retailing, 69 (2),193-215. 164.Rust, Roland T. and Richard L. Oliver (1994), “Service Quality: Insights and Managerial Implications from the Frontier,” Service Quality: New Directions in Theory and Practice, Sage. 165.Rust, Roland T. and Richard L. Oliver (2000), “Should We Delight the Customer?,” Journal of the Academy of Marketing Science, 28 (1), 86-94. 166.Schoefer, K. and C. Ennew (2005), “The Impact of Perceived Justice on Consumer Emotional Responses to Service Complaints Experiences,”Journal of Services Marketing, 19 (5), 261-270. 167.Schoefer, Klaus (2008), “The Role of Cognition and Affect in the Formation of Customer Satisfaction Judgments Concerning Service Recovery Encounters,” Journal of Consumer Behavior, 7, 210-221. 168.Shankar, V., Smith, A. K., and A. Rangaswamy (2003), “Customer Satisfaction and Loyalty in Online and Offline Environments,” International Journal of Research in Marketing, 20 (23), 153-175. 169.Shapiro, T. and J. Nieman-Gonder (2006), “Effect of Communication Mode in Justice-Based Service Recovery,” Managing Service Quality, 16 (2), 124-144. 170.Singh, J. and R. E. Wilkes (1996), “When Customers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates,” Journal of the Academy of Marketing Science, 24 (4), 350-365. 171.Smith, A. K. and R. N. Bolton (1998), “An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox of Peril?”Journal of Service Research, 1 (1), 65-81. 172.Smith, A. K. and R. N. Bolton (2002), “The Effects of Customers, Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments,” Journal of the Academy of Marketing Science, 30 (1), 5-23. 173.Smith, A. K., Bolton, R. N., and Wagner, J. (1999), “A Model of Customer Satisfaction with Service Encounters involving Failure and Recovery,” Journal of Marketing Research, 36 (3), 356-372. 174.Sparks, B. A. and J. R. McColl-Kennedy (2001), “Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Setting,” Journal of Business Research, 54 (3), 209-218. 175.Spreng, R. A., G. D. Harrell, and R. D. Mackoy (1995), “Service Recovery: Impact on Satisfaction and Intentions,” Journal of Services Marketing, 9 (1), 15-23. 176.Stauss, Bernd and Christian Friege (1999). “Regaining Service Customers,” Journal of Service Research, 1 (4) 347–361. 177.Stephens, N. and K. P. Gwinner (1998), “Why don’ t Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior,” Academy of Marketing Science Journal, 2 (3), 172. 178.Swan, J. E., and R. L. Oliver (1991), “An Applied Analysis of Buyer Equity Perceptions and Satisfaction with Automobile Salespeople,” Journal of Personal Selling and Sales Management, 11, 16-26. 179.Szymanski, D.M. and D.H. Henard (2001), “Customer Satisfaction: A Meta-Analysis of the Empirical Evidence,” Journal of the Academy of Marketing Science, 29 (1), 16-35. 180.Tahtinen, J. and T. Vaaland (2006), “Business Relationships Facing the End: Why Restore Them?” Journal of Business and Industrial Marketing, 21 (1), 14-23. 181.Tax, S. S., and S. W. Brown (1998), “Recovering and Learning from Service Failures,” Sloan Management Review, 40, 75-89. 182.Tax, S. S., S. W. Brown, and M. Chandrashekaran (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,” Journal of Marketing, 62, 60-76. 183.Thibaut, J. W. and H. Kelly (1959), The social Psychology of Groups, New York: Wiley. 184.Thomas, Jacquelyn S., Robert C. Blattberg, and Edward J. Fox (2004), “Recapturing Lost Customers,” Journal of Marketing Research, 41, 31-45. 185.Tokman, Mert, Lenita M. Davis, and Katherine N. Lemon (2007), “The WOW Factor: Creating Value through Win-Back Offers to Reacquire Lost Customers,” Journal of Retailing, 83 (1), 47-64. 186.Tse, David K., Franco M. Nicosia, and Peter C. Wilton (1990), “Consumer Satisfaction as a Process,” Psychology and Marketing, 7 (3), 177-193. 187.Wagner, Tillmann, Thorsten Hennig-Thurau, and Thomas Rudolph (2009), “Does Customer Demotion Jeopardize Loyalty?” Journal of Marketing, 73, 69-85. 188.Westbrook, Robert A. and Richard L. Oliver (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction,” Journal of Consumer Research, 18 (2) 84–91. 189.Weun, S., S. E. Beatty, and M. A. Jones (2004), “The Impact of Service Failure Severity on Service Recovery Evaluations and Post-Recovery Relationships”, The Journal of Services Marketing, 18 (2/3), 133-146. 190.White, Lesley and Venkata Yanamandram (2007), “A Model of Customer Retention of Dissatisfied Business Service Customers,” Managing Service Quality, 17 (3), 298-316. 191.Wirtz, Jochen, and Anna S. Mattila (2004), “Consumer Responses to Compensation, Speed Recovery and Apology after a Service Failure,” International Journal of Service Industry Management, 15 (2), 150-166. 192.Yim, Chi Kim, Flora Fang Gu, and Kimmy Wa Chan (2003), “Justice-Based Service Recovery Expectations: Measurement and Antecedents,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 36-52. 193.Zeithaml, V., M. J. Bitner, and D. D. Gremler (2009), Services Marketing (5th Eds), McGraw-Hill/Irwin. 194.Zeithaml, Valerie A., Leonard L. Berry, and A. Parasuraman (1996), “The Behavioral Consequences of Service Quality,” Journal of Marketing, 60 (2), 31-47. 195.Zemke, R. and C. Bell (1990), “Service Recovery: Doing it Right the Second Time,” Training, 27 (6), 42-48.
|