跳到主要內容

臺灣博碩士論文加值系統

(3.237.6.124) 您好!臺灣時間:2021/07/24 03:43
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

我願授權國圖
: 
twitterline
研究生:劉文進
研究生(外文):Ricky Ricardo
論文名稱:DoesServiceInnovationFailureAffectBrandEvaluation?TheRolesofBrandEquity,Attribution,FailureSeverityandServiceRecovery
論文名稱(外文):Does Service Innovation Failure Affect Brand Evaluation? The Roles of Brand Equity, Attribution, Failure Severity and Service Recovery
指導教授:廖淑伶廖淑伶引用關係
指導教授(外文):Shu-Ling Liao
學位類別:碩士
校院名稱:元智大學
系所名稱:國際企業學系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:英文
論文頁數:142
中文關鍵詞:Brand equityservice innovation failurelocus of attributionstability of attributionfailure severityservice recovery
外文關鍵詞:Brand equityservice innovation failurelocus of attributionstability of attributionfailure severityservice recovery
相關次數:
  • 被引用被引用:0
  • 點閱點閱:170
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
This study intends to examine the effect of different brand equity service innovation failure on post failure brand evaluation, and the degree to which these effects are moderated by locus of attribution, stability of attribution, failure severity, and service recovery. Our research is divided into three different studies. Study one is a two-factor between-subjects designs: 2 (Brand equity: High and Low) × 2 (Locus of attribution: Internal and External). Study two is a three-factor between subjects design: 2 (Brand equity: High and Low) × 2 (Stability of attribution: Stable and unstable) × 2 (Service recovery: High and Low). Study two is a three-factor between subjects design: 2 (Brand equity: High and Low) × 2 (Stability of attribution: Stable and unstable) × 2 (Service recovery: High and Low). This study has the following conclusion: (1) Compare to low equity brand, high equity brand has a higher post failure brand evaluation when the service innovation failure occurs. (2) High equity brand has a lower post failure brand evaluation when the failure is caused by internal factor. (3) High equity brand has a lower post failure brand evaluation when the failure performs to be stable. (4) Low recovery condition leads to lower evaluation toward high equity brand when the failure occurs. (5) Consumer will have a higher post failure brand evaluation toward high equity brand except in the stable failure with low recovery condition. (6) High equity brand has a lower post failure brand evaluation when the failure is in severe condition. (7) Consumer will have a lower post failure brand evaluation toward high equity brand except in the mild failure with high recovery condition.
This study intends to examine the effect of different brand equity service innovation failure on post failure brand evaluation, and the degree to which these effects are moderated by locus of attribution, stability of attribution, failure severity, and service recovery. Our research is divided into three different studies. Study one is a two-factor between-subjects designs: 2 (Brand equity: High and Low) × 2 (Locus of attribution: Internal and External). Study two is a three-factor between subjects design: 2 (Brand equity: High and Low) × 2 (Stability of attribution: Stable and unstable) × 2 (Service recovery: High and Low). Study two is a three-factor between subjects design: 2 (Brand equity: High and Low) × 2 (Stability of attribution: Stable and unstable) × 2 (Service recovery: High and Low). This study has the following conclusion: (1) Compare to low equity brand, high equity brand has a higher post failure brand evaluation when the service innovation failure occurs. (2) High equity brand has a lower post failure brand evaluation when the failure is caused by internal factor. (3) High equity brand has a lower post failure brand evaluation when the failure performs to be stable. (4) Low recovery condition leads to lower evaluation toward high equity brand when the failure occurs. (5) Consumer will have a higher post failure brand evaluation toward high equity brand except in the stable failure with low recovery condition. (6) High equity brand has a lower post failure brand evaluation when the failure is in severe condition. (7) Consumer will have a lower post failure brand evaluation toward high equity brand except in the mild failure with high recovery condition.
Title Page…………………………………………………………………i
Letter of Approval………………………………………………………ii
Letter of Authority……………………………………………………iii
Abstract…………………………………………………………………iv
Acknowledgements……………………………………………………v
Table of Contents……………………………………………………vi
List of Tables…………………………………………………………viii
List of Figures………………………………………………………xi

CHAPTER 1 INTRODUCTION 1
1.1 Research Background 1
1.2 Research Motivation 2
1.3 Research Question 3
1.4 Research Objectives 4
1.5 Research Procedures 4
CHAPTER 2 LITERATURE REVIEW 6
2.1 Theory 6
2.2 Hypothesis Development 15
CHAPTER 3: METHODOLOGY 26
3.1 Research Framework 26
3.2 Research Studies and Hypothesis 28
3.3 Operational Definition and Variables Measurements 31
3.4 Pilot studies 36
3.5 Experimental Design 47
3.6 Questionnaire Design 49
3.7 Sampling 51
3.8 Statistical Methods 51
CHAPTER 4 DATA ANALYSIS AND RESULTS 53
4.1 Data collection analysis 53
4.2 Demographic Statistical Analysis 55
4.3 Reliability Analysis 58
4.4 Manipulation Check 59
4.5 Hypothesis testing 62
CHAPTER 5 DISCUSSION AND CONCLUSIONS 87
5.1 Discussion 87
5.2 Contributions and Implications 93
5.3 Limitation and Direction of Future Research 95
REFERENCES 97
APPENDIX 108
Appendix 1 Pilot Study Questionnaires 108
Appendix 2 Experimental Questionnaires 130
Aaker, D. A. (1991), Managing Brand equity, New York: The Free Press.

Aaker, D. A. (1996), Building Strong Brand, New York: The Free Press.

Aaker, D. A. (2003), “The Power of the Branded Differentiator,” Sloan Management Review, pp. 83-87.

Alba, J. W. and Hutchinson, J. W. (2000), “Knowledge Calibration: What Consumer Know and What They Think They Know,” Journal of Consumer Research, Vol. 27, pp. 123-125.

Anderson, E. W. and Sullivan, M. W. (1993), “The Antecedents and Consequences of Customer Satisfaction for Firms,” Management Science, Vol. 12, No. 2, pp. 125-143.

Andreassen, T. W. (2000), “Antecedents to Satisfaction with Service Recovery,” European Journal of Marketing, Vol. 34, No.1-2, pp. 156-75.

Andreassen, T. W. (2001), “From Disgust to Delight: Do Customers Hold A Grudge?” Journal of Service Research, Vol. 4, No. 1, pp. 39-49

Asplund, M. and Sandin, R. (1999), “The Survival of New Products,” Review of IndustrialOrganization, Vol. 15, pp. 219-236.

Assink, M. (2006), “Inhibitors of disruptive innovation capability: a conceptual model,” European Journal of Innovation Management, Vol. 9, No. 2, pp. 215-233.

Atuahene-Gima, K. (1996), “Differential Potency of Factors Affecting Innovation Performance in Manufacturing and Service Firms in Australia,” Journal of Product Innovation Management, Vol. 13, pp. 35-52.

Badenhausen, K. (1996), Blind Faith, Financial World, pp. 50-65.

Bailey, D. (1994), “Recovery from Customer Service Shortfalls,” Managing Service Quality, Vol. 4, No. 6, pp. 25–28.

Bernardt, Y. and Muller, R. (2000), Determinants of Firm Size, EIM Research Report 9913/A, EIM: Zoetermeer.

Berry, L., Shankar, V. and Parish, J. T. (2006), “Creating New Markets through Service Innovation,” MIT Sloan Management Review, vol. 47, No. 2, pp. 56-63.

Bhandari, M. S., Tsarenko, Y. and Polonsky M. J. (2007), “A Proposed Multi-dimensional Approach to Evaluating Service Recovery,” Journal of Services Marketing, Vol. 21, No. 3, pp. 174–185.

Bitner, M. J. (1990), “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,” Journal of Marketing, Vol. 54, No. 2, pp. 69–82.

Bitner, M. J., Brown, S. W. and Meuter M. L. (2000), “Technology Infusion in Service Encounters,” Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 138-49.

Blodgett, J. G., Hill, D. J., and Tax, S. S. (1997), “The Effects of Distributive, Procedural, and Interactional Justice on Post Complaint Behavior,” Journal of Retailing, Vol. 73, pp. 185–210.

Bolton, R. (1998), “A Dynamic Model of the Duration of the Customer’s Relationship with a Continuous Service Provider: The Role of Satisfaction,” Marketing Science, Vol. 17, No. 1, pp. 45–65.

Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993), “A Dynamic Process Model of Service Quality: from Expectations to Behavioral Intentions”, Journal of Marketing Research, Vol. 30, No. 1, pp. 7-27.

Brady, M. K., Cronin, J. J., Fox, G. L. and Roehm, M. L. (2008), “Strategies to Offset Performance Failures: The Role of Brand Equity,” Journal of Retailing, Vol. 84, No. 2, pp. 151–164.

Batra, R. and Homer, P. M. (2004), “The Situational Impact of Brand Image Beliefs,” Journal of Consumer Psychology, Vol. 14, No.3, 318-330.

Braun, L. K. A., Puccinelli N. M. and Mast F. W (2007), “Mood, information congruency, and overload,” Journal of Business Research, Vol. 60, No.11, pp.1109-1116.

Bridges, S., Keller, K. L. and Sood, S. (2000), “Communication Strategies for Brand Extension: Enhancing Perceived Fit by Establishing Explanatory Links,” Journal of Advertising, Vol. 29, pp. 1-12.

Chandon, P., Wansink, B. and Laurent, G. (2000), “A Benefit Congruency Framework of Sales Promotion Effectiveness,” Journal of Marketing, Vol. 64, No. 4, pp. 1-64.

Chebat, J. C. and Slusarczyk, W. (2005), “How Emotions Mediate the Effects of Perceived Justice on Loyalty in Service Recovery Situations: an Empirical Study,” Journal of Business Research, Vol. 58, pp. 664–673.

Chebat, J. C., Filiastrault, P., Chebat, C. G. and Vanisky, A. (1995), “Impact of Waiting Attribution and Consumer’s Mood on Perceived Quality,” Journal of Business Research, Vol. 34, pp. 191–196.

Choi, S. and Mattila A. S. (2008), “Perceived Controllability and Service Expectations: Influences on Customer Reactions Following Service Failure,” Journal of Business Research, Vol. 61, No. 1, pp. 24-30.

Clemmer, E. C. and Schneider, B. (1996), “Fair Service,” Advances in Services Marketing and Management, Vol. 5, pp. 109-126.

Cunningham, L. (2008),” Consumer Views of Self-Service Technology,” Service Industries Journal, Vol.28, No. 6, pp. 719-721.

Darke, P. R., Ashworth, L., Ritchie, R. J. B. (2008), “Damage from Corrective Advertising: Causes and Cures,” Journal of Marketing, Vol. 72, No. 6, pp. 81-97

Davidow, M. (2003), “Organizational Responses to Customer Complaints: What Works and What Doesn’t,” Journal of Service Research, Vol. 5, No. 3, pp. 225-250.

Dawar, N. and Lei, J. (2009), “Brand Crises: The Roles of Brand Familiarity and Crisis Relevance in Determining the Impact on Brand Evaluations,” Journal of Business Research, Vol. 62, pp. 509-516.

Day, G. (1999), “the Market Driven Organization: Understanding, Attracting, and Keeping Valuable Customers,” New York: The Free Press.

Dunning, J., Pecotich, A. and O’Cass, A. (2004), “What Happens When Things Go Wrong? Retail Sales Explanations and Their Effects”, Psychology and Marketing, Vol. 21, No. 7, pp. 553-72.

Floyd, K. and Voloudakis, M. (1999), “Attribution for Expectancy Violating Changes in Affectionate Behavior in Platonic Friendship,” The journal of psychology, Vol. 133, No. 1, pp. 31-48.

Forbes, L. P., Kelly, S. W., Hoffman, K. D. (2005), “Typologies of E-commerce Retail Failures and Recovery Strategies,” Journal of Services Marketing, Vol. 15, No. 5, pp. 280-292.

Goodwin, C. and Ross, I. (1990), “Consumer Evaluations of Responses to Complaints: What’s Fair and Why,” Journal of Services Marketing, Vol. 4, No. 3, pp.53–61.

Gro¨nroos, C. (1988), “Service Quality: The Six Criteria of Good Perceived Service Quality,” Review of Business, Vol. 9, No. 3, pp. 10-13.

Gro¨nroos, C. (2001), “Service Management and Marketing: A Customer Relationship Management Approach” (2nd ed.), Wiley, New York.

Gummesson, E. (1995), “Relationship Marketing: Its Role in the Service Economy,” Understanding Services Management, William J. Glynn and James G. Barnes (Eds.), New York: John Wiley & Sons, pp. 244–68.

Haig, M. (2003), “Brand Failures,” Kogan Page Publishers, UK.

Hamer, L. O. (2006), “A Confirmation Perspective on Perceived Service Quality,” The Journal of Service Marketing, Vol. 20, No. 4, pp. 219-232.

Harris, K. E., Mohr, L. A. and Bernhardt K. L. (2006), "Consumer Responses to Service Recovery Strategies: The Moderating Role of Online versus Offline Environment,” Journal of Business Research, Vol. 59, No. 4, pp. 425-431.

Haugtvedt, C. P., and Wegener, D. T. (1994), “Message Order Effects in Persuasion: An Attitude Strength Perspective,” Journal of Consumer Research, Vol. 21, pp. 205-218.

Heckler, S. E. and Childers, T. L. (1992), “The Role of Expectancy and Relevancy in Memory for Verbal and Visual Information: What Is Incongruency?” Journal of Consumer Research, Vol. 18, pp. 475–492.

Henard, D. H. and Szymanski, D. M. (2001), “Why Some New Products Are More Successful Than Others,” Journal of Marketing Research, Vol. 38, pp. 362-375.

Hertog, D. P. (2000), “Knowledge-Intensive Business Services as Co-Producers of Innovation,” International Journal of Innovation Management, Vol. 4, No.4, pp. 491-528

Hertog, D. P. and Bilderbeek, R. (1999), ”Conceptualizing Service Innovation and Service Innovation Patterns,” Thematic essay1 within the framework of the Research Programme Strategic Information Provision on Innovation and Services (SIID) for the Ministry of Economic Affairs, Directorate for General Technology Policy .

Hess R. L. (2008), “The Impact of Firm Reputation and Failure Severity on Customers’ Responses to Service Failures,” Journal of Services Marketing, Vol. 22, No. 5, pp. 385–398.

Hess, R. L., Ganesan, S. and Klein, N. M. (2003), “Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction,” Journal of the Academy of Marketing Science, Vol. 31, No. 2, pp. 127-145.

Hipp, C. and Grupp, H. (2005), “Innovation in the Service Sector: The Demand for Service Specific Innovation Measurement Concepts and Typologies,” Research Policy, Vol. 34, pp. 517–535.

Hoffman, K. D., Kelley, S. W. and Rotalsky, H. M. (1995), “Tracking Service Failures and Employee Recovery Efforts,” Journal of Services Marketing, Vol. 9, No. 2/3, pp. 49–61.

Johne, A. and Storey, C. (1998), “New Service Development: A Review of the Literature and Annotated Bibliography”, European Journal of Marketing, Vol. 32, No. 3/4, pp. 184-252.

Keaveney, S. M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study,” Journal of Marketing, Vol. 59, pp. 71–82.

Keller, L. K. (1993), “Conceptualizing, Measuring, and Managing customer Based Brand Equity,” Journal of Marketing, Vol. 57, pp. 1-22.

Kelley, S. W. and Davis, M. A. (1994), "Antecedents to Customer Expectations for Service Recovery," Journal of the Academy of Marketing Science, Vol. 22, No. 1, pp. 52-61.

Kopalle, P. K., and Lehman, D. R. (2000), “Strategic Management of Expectations: The Role of Disconfirmation Sensitivity and Perfectionism;” Journal of Marketing Research, Vol. 38, pp. 386-394.

Koriat, A., Goldsmith, M., and Pansky, A. (2000),” Toward a Psychology of Memory Accuracy,” Annual Review of Psychology, Vol. 51, pp. 481-537.

Lassar, W., Mittal, B. and Sharma, A. (1995), “Measuring Customer Based Brand Equity,” Journal of consumer marketing, Vol. 12, No. 4, pp. 11-19.

Lautman, M. R. (1991), “End Benefit Segmentation and Prototypical Bonding,” Journal of Advertising Research, Vol. 31, No.3, pp. 9–18.

Lee, L. and Thornton, E. (2005), “Hanging Up on Dell?” Business Week (October 10), pp.80.

Levesque, T.J. and McDougall, G.H.G. (2000), “Service Problems and Recovery Strategies: an Experiment,” Canadian Journal of Administrative Sciences, Vol. 17, pp. 20–37.

Lewis, B. and Spyrakopoulos, S. (2001), “Service Failures and Recovery in Retail Banking: the Customers’ Perspective,” International Journal of Bank Marketing, Vol. 19, No. 1, pp. 37-47.

Maxham, J.G. III and Netemeyer, R.G. (2002), “A longitudinal Study of Complaining Customers’ Evaluations of Multiple Service Failures and Recovery Efforts”, Journal of Marketing, Vol. 66, pp. 57-71.

McCollough, M. A., Berry, L. L. and Yadav, M. S. (2000), “An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery,” Journal of Service Research, Vol. 3, pp. 121–137.

McDaniel, S.R. (1999), “An Investigation of Match–up Effects in Sport Sponsorship Advertising,” Psychology and Marketing, Vol. 16, No. 2, pp. 163-184.

McGregor, J. (2007). “Customer Service Champs,” BusinessWeek, 4024 (March 5, 2007), pp. 52–5.

McKinney, V., Yoon, K. and Zahedi, F. (2002), “The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach,” Information Systems Research, Vol. 13, No. 3, pp. 296-315.

Menor, L., Tatikonda, M. V. and Sampson, S. E. (2002), “New Service Development: Areas for Exploitation and Exploration,” Journal of Operations Management, Vol. 20, pp. 135-157.

Meyer, M. H. and DeTore, A. (2001), “Perspective: Creating a Platform Based Approach for Developing New Services,” Journal of Production Innovation Management, Vol. 18, No. 3, pp. 188–204.

Miles, I. (2005), “Innovation in Service,” Understanding Innovation Oxford University Press, Oxford University Press, Oxford.

Miller, J. L., Craighead, C. W., and Karwan, K. R. (2000), “Service Recovery: A Framework and Empirical Investigation,” Journal of Operations Management, Vol. 18, No. 4, pp. 387-400.


Mohr, L. A. and Bitner, M. J. (1995), “The Role of Employee Effort in Satisfaction with Service Transactions,” Journal of Business Research, Vol. 32, No.3, pp. 239–52.

Niedrich, R. W., Kiryanova E. and Black W. C. (2005), “The Dimensional Stability of the Standards Used in the Disconfirmation Paradigm,” Journal of Retailing, Vol. 81, No. 1, pp. 49–57.

Nunnally, J. (1978), Psychometric Theory, 2nd ed., New York: McGraw-Hill.

OECD (Organization for Economic Cooperation and Development) 2000. "Employment in the Service Economy: A Reassessment" pp. 79-128 in OECD Employment Outlook. Paris: OECD.

Ok, C., Back K. J. and Shanklin C. W. (2007), “Mixed Findings on the Service Recovery Paradox,” Service Industries Journal, Vol. 27, No. 6, pp. 671–686.

Oke, A. (2007), “Innovation Types and Innovation Management Practices in Service Companies,” International Journal of Operations & Production Management, Vol. 27, No. 6, pp. 564-587.

Oliver R. L, (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, Vol. 17 No. 3, pp. 460-469.

Oliver, R. L. (1997), “Satisfaction: A Behavioral Perspective on the Consumer,” New York: McGraw-Hill.

Oliver, R. L. (1999), “Whence Consumer Loyalty?” Journal of Marketing, Vol. 63, pp. 33-44.

Pham, M. T. and Muthukrishnan A. V. (2002), “Search and Alignment in Judgment Revision: Implications for Brand Positioning,” Journal of Marketing Research, Vol. 39, pp. 18–30.

Popadiuk, S., Choo, C. W. (2006), “Innovation and Knowledge Creation: How Are
These Concepts Related?” International Journal of Information Management, Vol. 27, No. 1, pp. 302-312.

Reid, M. (2008), “Contemporary Marketing in Professional Services,” The Journal of Services Marketing, Vol. 22, No. 5; pp. 374-384.

Ringberg, T., Odekerken-Schröder, G., & Christensen, G. L. (2007), “A Cultural Models Approach to Service Recovery,” Journal of Marketing, Vol. 71, pp. 194-214.

Rios, M. F. `J., Martinez, T. L., Fuentes Moreno F. et Canadas Soriano P. (2006), “Improving Attitudes Toward Brands with Environmental Associations: an Experimental Approach”, Journal of Consumer Marketing, Vol. 23, No. 1, pp. 26-33.

Roehm, M. L. and Brady, M. K. (2007),” Consumer Responses to Performance Failures by High-Equity Brands,” Journal of Consumer Research, Vol. 34, pp.537-545.

Sampson, S. E. and Froehle, C. M. (2006), “Foundations and Implications of a Proposed Unified Services Theory,” Production and Operations Management, Vol. 15, No. 2, pp. 329-343.

Schiffman, L. G. and Kanuk, L. L. (1991) “Consumer Behaviour” (8th ed.), NJ: Prentice-Hall Inc.

Schmidt, T. L. and Hitchon, J. C. (1999), “When Advertising and Public Relations Converge: An Application of Schema to the Persuasive Impact of Alignment,” Journalism and Mass Communication Quarterly, Vol. 76 No. 3, pp. 433-455.

Sengupta, J. and Johar, G. V. (2001), “Contingent effects of anxiety on message elaboration and persuasion,” Personality and Social Psychology Bulletin, Vol. 27, No. 2, pp. 139-150.

Sheth, J. N., Sisodia, R. and Sharma, A. (2000), ” The Antecedents and Consequences of Consumer-centric Marketing,” Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 55-66.

Sloot, L. M., Verhoef, P. C. and Franses P. H. (2005), “The Impact of Brand Equity and the Hedonic Level of Products on Consumer Stock-Out Reactions,” Journal of Retailing, Vol. 81, No.1, pp. 15–34.


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, Vol. 36, pp. 356-372.

Spreng R. A, MacKenzie, S. B. and Olshavsky, R.W. (1996), “A Reexamination of the Determinants of Consumer Satisfaction,” Journal of Marketing, Vol. 60, No. 3, pp. 15.

Sultan, F. and Simpson, M. C. (2000), “International Service Variants: Airline Passenger Expectations and Perceptions of Service Quality”, Journal of Services Marketing, Vol. 14, No. 3, pp. 188-216.

Swanson, S.R. and Kelley, S.W. (2001), “Attributions and Outcomes of the Service Recovery Process,” Journal of Marketing Theory and Practice, Vol. 9, No. 4, pp. 50-65.

Tax, S., Brown, S. W., and Chandrashekaran, M. (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,” Journal of Marketing, Vol. 62, No. 2, pp. 60-76.

Vargo, S. L. and Lusch, R. R. (2004), “Evolving to a New Dominant Logic for Marketing,” Journal of Marketing,” Vol. 68, pp. 1–17.

Voorhees, C. M., Brady, M. K., and Horowitz, D. M. (2006), “A Voice from the Silent Masses: An Exploratory and Comparative Analysis of Noncomplainers,” Journal of the Academy of Marketing Science, Vol. 34, No. 4, pp. 514–27.

Wang, S., Davis, L. (2008), “Stemming the Tide: Dealing with the Imbalance of Customer Relationship Quality with the Key Contact Employee versus with the Firm,” The Journal of Service Marketing, Vol. 22, No. 7, pp. 533-549.

Weiner, B. (1980), “Human Motivation,” Holt, Rinehart and Winston, New York.

Weiner, B. (2000), “Attributional Thoughts about Consumer Behavior,” Journal of Consumer Research, Vol. 27, No. 3, pp. 382-387.

Weun, S., Beatty, S. E., and Jones, M. A. (2004), “The Impact of Service Failure Severity on Service Recovery Evaluations and Post-Recovery Relationships,” Journal of Services Marketing, Vol. 18, No.2, pp. 133-146.

Whittaker, G., Ledden, L., Kalafatis, S. P. (2007),”A Re-examination of the Relationship between Value, Satisfaction and Intention in Business Services,” The Journal of Services Marketing, Vol. 21, No. 5; pp. 345-357.

Wood, P. (2005), “A service-Informed Approach to Regional Innovation or Adaptation?” Service Industries Journal, Vol. 25, pp. 429-445.

Wood, S. L. and Moreau, C. P. (2006), “From Fear to Loathing? How Emotion Influences the Evaluation and the Early Use of Innovations,” Journal of Marketing, Vol. 70, pp. 44-57.

Yen, H. R., Gwinner, K. P. and Su, W. (2004), “The impact of Customer Participation and Service Expectation on Locus Attributions Following Service Failure,” International Journal of Service Industry Management, Vol. 15, No. 1, pp. 7-26.

Yi, Y. and Lee, J. (2005), “An Empirical Study on the Customer Responses to Service Recovery in the Context of Service Failure,” Seoul Journal of Business, Vol. 11, No. 1, pp. 2-4.

Zeithaml, V. A., Berry, L. and Parasuraman, A. (1993), “The Nature and Determinants of Customer Expectations of Service,” Journal of the Academy of Marketing Science, Vol. 21, pp. 1–12.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊