|
參考文獻 【中文部份】 江小娟(2008),「服務全球化的發展趨勢和理論分析」,經濟研究,(2),頁4-18。 馬欽海(2004),「基於全顧客經歷的服務產品結構化概念」,管理評論,(1),頁45-49。 劉麗文(1998),「服務運作管理的理論框架」,清華大學學報:哲學社會科學版,(2),頁58-62。 孟憲華(2002),「服務作業系統設計技術路線及方法體系的研究」,工業工程,(5),頁50-52。 鄒慧萍、汪應洛(1996),「對旅遊市場需求的靈活快速反應與管理創新」,系統工程理論與實踐,(10),頁56-63。 劉麗文(2002),「完整服務產品和服務提供系統的設計」,清華大學學報:哲學社會科學版,(2),頁39-45。 韋福祥(2002),「對服務補救若干問題的探討」,天津學院學報,(1),頁24-26。 汪純孝、溫碧燕(2000),「實施補救性服務:贏得忠誠的顧客」,上海質量,(5),頁30-32。 劉月、羅利(2004),「服務管理理論研究進展」,管理評論,(4),頁33-44。 徐宏毅、聶鵬、趙迎紅(2009),「服務企業運作管理理論框架研究」,技術經濟,28(2)。 賈雲峰(2014),「從O2O到O2M-移動互聯網旅遊營銷的終端革命」,中國旅遊報,7/24,12版。 黃海亮(2015),「小微旅行社在變革浪潮中的生存之道」,第一旅遊網,1/7。 金興(2014),「指尖上的網民-移動互聯網用戶行為分析」,央視市場研究。
【英文部分】 Johnston, R. 1972. Operations Management. Boston,MA:Houghton Mifflin. Buffa E S. 1976. Operations Management:The Management of Production System.New York,NY:Wiley. Sasser W E. 1976. Match supply and demand in service industries. Harvard Business Review, 54(6), 133-140. Levitt T. 1972. Production-line approach to service. Harvard Business Review, (9/10), 41-52. Levitt T. 1976. The industrializationnof service . Harvard Business Review, (9/10), 63-74. Nomann R. 1984. Service Management. Chichester:Wiley. Parasuraman A,Zeithaml Va,&;Berry L L. 1985. Aconceptual model of service quality and implications for future research. Journal of Marketing, 49, 41-50. Gronroos C. 1984. A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. Gronin J JJr,&;Taylor S A. 1992. Measuring service quality:a reexamination and extension. Journal of Marketing, 56(6), 59. Jonston R. 1999. Service operations management:return to roots. International Journal of Operations &; Production Management, 19(2), 104-124. Brows S W,Fisk R P,&;Bitner M J. 1994. The development and emergence of service marketing thought . International Journal of Service Industry Management, 5(1), 21-48. Bitner M J,Booms B H ,&; Tetreault M S. 1990 . The service encounter : diagnosing favorable and unfavorable incidents.Journal of Marketing ,54 ( 1) , 71-84 . Collier D A.1991. A service quality process map for credit card processi ng . Decision Science s ,22 , 406-420 . Fitzgerald L, Johnston R ,&; Brignall T J , etal.1991. Performance Measurement in Service Businesses .London : CIMA Rust R T ,Oliver R L.1994.Service Quality : New Directions in Theory and Practice . Thousand Oaks , CA :Sage Publications : 241-268 . Chase R B.1996.The mall is my f actory : reflections of a service junkie . Production and Operations Management ,5 ( 4) , 298-308 . Storbacka K , Strandvik T , &;Gronroos C.1994.Managing customer relationships for profit : the dynamics of relationship quality . International Journal of Service Industry Management ,5 ( 5) , 21-38 . Johnston R.1989.The customer as employee . International Journal of Operations &; Production Management ,9 ( 5), 15-23 . Johnston R.1995.The determinants of service quality : satisfiers and dissatisfiers . International Journal of Service Industry Management ,6 ( 5) , 53-71 . Chase R B , Stewart D M.1994.Make your service failsafe . Sloan Management Review , 35-44 . Gremler D D ,Bitner M J ,&; Evans K R.1994.The internal service encounter . International Journal of Service Industry Management ,5 ( 2) ,34-56 . Duclos L K , Siha S M ,&;Lummus R R.1995.JIT in services : a review of current practices and futur e directions for research. International Journal of Service Industry Management ,6 ( 5) , 36-52 . Lovelock C H.1992.Strategies for managing capacity-constrained services / / Lovelock C H.Managing services. 2nd ed. Englewood Cliffs , NJ : Prentice-Hall International . Fitzsimmons J A , Maurer G B.1991.A walk- through audit to improve restaurant performance . The Cornell HRA Quarterly ,31 ( 4) , 95-99 . Bitner M J. 1992.Servicescapes : the impact of physical surroundings on customers and employees . Journal of Marketing ,56 ( 2) , 57-71 . Hart C W L.1988.The power of unconditional service guarantees. Harvard Business Review , ( 7/ 8) , 54-62 . Hart C W L.1995. The power of internal guarantees .Harvard Business Review ,( 1/ 2) ,64-73 . Armistead C G.1990.Service operations strategy : framework for matching the service operations task and the service delivery system . International Journal of Service Industry Management ,1 ( 2) , 6-17 . Johnston R.1995. The zone of tolerance : exploring the relationship between service transactions and satisfaction with the overall service. International Journal of Service Industry Management ,6 ( 2) , 46-61 . Zeithaml V A , Parasuraman A , &;Berry L L .1990.Delivering Quality Service . New York , N Y: Free Press . Armistead C G , Clark G. 1994.Service quality and service recovery : the role of capacity manage ment / /Armistead C G .The future of services management. London : Kogan Page . Desler G , Farrow D L.1990. Implementing a successful quality improvement programme in a service company :winning the Deming Prize . International Journal of Service Industry Management ,1 ( 2) , 45-54 . Kimes S E.1989. Yield management : a tool for capacity-constrained service firms . Journal of Operations Management ,8 ( 4) ,348-363 . Reich Held F F.1996. Learning from customer defections . Harvard Business Review ,( 3/ 4) ,56-69 . Haynes R M , Duvall P K.1992. Service quality management : a process control approach . International Journal of Service Industry Management ,3 ( 1) , 14-24 . Babakus E , Boller G W. 1992. An empirical a ssessment of the SERVQUAL scale . Journal of Business Research ,26 ( 6) ,253-268 . Fry T D , Steele D C ,&; Saldin B A.1994. A service- oriented manufacturing strategy . International Journal of Operations &;Production Management , 14 ( 10) ,17-29 . Quinn J B , Dorley T L , &;Paquette P C.1990. Beyond products : services-based strategy . Harvard Business Review , ( 3/ 4) ,58-67 . Boyer K K .2002. E-service : operating strategy- a case study and a method for analyzing operatinal benefits. Journal of Operations Management ,20 ( 2) ,175-188 . Heim G R , Sinha K K .2002. Service process configurations in electronic retailing : a taxonomic analysis of electronic food retailers . Production and Operations Management ,11 ( 1) , 54-74 . Novack T P , Hoffman D L ,&; Yung Y F. 2000.Measuring the customer experience in online environments : a structural modeling approach . Marketing Science ,19 ( 1) , 22-42 . Zeithaml V A , Parasuraman A , &;Malhotra A.2000. A conceptual framework for understanding e-service quality : implications for future research and managerial practice : Marketing Science Institute Report , # 00-115[ R ] . Iqbal Z ,Verma R ,&;Baran R. 2003.Understanding consumer choices and preferences in transaction-based e-services .Journal of Service Research ,6 (1) ,51-65. Xue Mei , Harker P T.2002. Customer efficiency : concept and its impact on e-business management . Journal of Service Research ,4 ( 4) , 253-267 . Frei F.2006. Breaking the trade-off between efficiency and service . Harvard Business Review , ( 9/ 10 ) , 93-101 . Dabhol Kar P A. 2000.Technology in service delivery : implications for self-service and service support / / Swartz T A , Iacobucci D .Handbook of Services Marketing and Management. Thousand Oaks , CA : Sage Publications . Froehle C M , Roth A V. 2003.New measurement scales for evaluating perceptions of the technology-mediated customer service experience . University of Cincinnati Working Paper . Huete L , Roth A V.1988. The industrialization and span of retail banks’delivery systems . International Journal of Operations and Production Management , 8 ( 3 ) ,46-66 . Oliveira P , Roth A V ,&; Gilland W. 2002.Achieving competitive capabilities in E-services . Technological Forecasting and Social Change ,69 ( 7) , 721-731 . Hill A V , Collier D A , Froehle C A , et al.2002. Research opportunities in service process design . Journal of Operations Management ,20 , 189-202 . Nie W , Kellogg D L.1999. How professors of operations management view service operations ? . Production and Operations Management ,8 ( 3) ,339-355 .
【網路部分】 逸游網新聞,2013,「逸游網助力小微旅行社突圍-小微旅行社SWOT分析」, 擷取自http://www.easytour.cn。 微動傳媒,2014,「互聯網思維+實戰案例分析」, 微信號:vdcmcn。 逸游網新聞,2013,「逸游網助力小微旅行社突圍-小微旅行社SWOT分析」, 擷取自http://www.easytour.cn。 易觀智庫,2014,「2014年微信購物發展白皮書」,擷取自http://www.enfodesk.com . October。 顏艷春,2014,「O2O有可能空忙一場O2M才是全渠道零售戰略捷徑」,擷取自http:// www.e-future.com.cn。 百度文庫,2012,「SWOT分析法及其應用最新」,擷取自http://wk.baidu.com。 百度文庫,2012,「波特五力模型研究及應用實例」,擷取自http://wk.baidu.com。 沈詩理,2014,「O2M會在未來成為主流」,擷取自http://wk.baidu.com。 九正建材網,2014,「未來價值百億的O2M電商概念」,擷取自http://news.jc001.cn/14/0320/789850.html。
|