參考文獻 |
參考文獻
中文部分
林建煌著,2008。行銷管理,四版,台北:華泰文化事業有限公司。
林建煌著,2010。消費者行為,三版,台北:華泰文化事業有限公司。
袁正綱著,2007。SPSS 基礎統計分析,初版,台中:滄海書局。
楊維忠,張甜著,2012。SPSS統計分析與應用學習實務,初版,台北:上奇資
訊。
胡政源著,2007。顧客關係管理:創造顧客價值,初版,台北:新文京開發。
林月枝,梁錦鵬著,2012。服務業管理,初版,台北:揚智文化。
英文部分
Adams, J.S., "Inequity in Social Exchange", Advances in Experimental Social Psychology, L. Berkowitz et., 267-299, Academic Press, New York, 1965.
American Marketing Association, Chicago,IL:59-62,1983.
Bagozzi, R. P., Gopinath M., and Nyer P. U., "The Role of Emotions in Marketing ", Journal of the Academy of Marketing Science, Vol. 27(2), 184-206, 1999.
Berry, eds. Leonard L. Berry, G. Lynn Shostack, and Gregory D. Upah.
Bies, R.J. and J.S. Moag, "Interactional Justice: Communication Criteria of Fairness" , Research on Negotiation in Organizations, 1, 43-55, 1986.
Bitner, M. J., B. H. Booms, and L. A. Mohr,"Critical Service Encounters: The Employee’s Viewpoint", Journal of Marketing, 58, No.1, pp.95-105,1994.
Bitner, M. J., B. H. Booms, and M. S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents " ,Journal of Marketing, 54, No.1, pp.71-84,1990.
Blodgett, J. G., Granbois, D. H., & Walters, R. G. ,"The effects of perceived justice on complainants’ negative word-of-mouth and repatronage intentions" ,Journal of Retailing, 69(4), 399-428,1993.
Bowen, J. and Shoemaker, S., "Loyalty: a strategic commitment’, Cornell and Restaurant and Administration Quarterly", 39, 12–25,1998.
Bradley, G. W., "Self-Serving Biases in the Attribution Process: A Reexamination of Fact or Fiction Question", Journal of Personality and Social Psychology, 36:56-71, 1978.
Brockner, J. & Wiesenfeld, B.M.,"An integrative framework for explaining reactions to a decision: The interactive effects of outcomes and procedures",Psychological Bulletin, 120, 189-208,1996.
Burns, D. J., & Neisner, L.," Customer satisfaction in a retail setting: The contribution of emotion", International Journal of Retail and Distribution Management, 34(1), 49-66 ,2006.
Cardozo, Richard N.,"An Experimental Study of Customer Effort, Expectation and satisfaction ", Journal of Marketing Research, Vol. 2, pp.244-249, 1965.
Chebat, J. C., and Slusarczyk, W., "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study",Journal of Business Research, 58(5), pp. 664-673,2005.
Clark, M., & Isen, A., "Toward understanding the relationship between feeling status and social behavior" ,In A. Hastorf & A. Isen (Eds.), Cognitive social psychology (pp. 73–108). New York: Elsevier/North-Holland, 1985.
Curren, M.T. & Folkes, V.S., "Attribution influences on consumers’ desires to communicate about products", Psychology & Marketing, 4(1), 31-45, 1987.
Disk, Alan S and Basu Kunal, "Customer loyalty:Toward an integrated conceptual framework", Journal of the Academy of Marketing Science, V22 (2), 99-113, 1994.
Dube, L. & Menon, K., "Multiple Roles of Consumption Emotion in Post-Purchase Satisfaction with Extended Service Transaction" , International Journal of Service Industry Management, Vol. 11, Iss. 3, p.287, 2000.
Ekman, P., Friesen, W. V., & Ellsworth, P., "Emotion in the human face: guide-lines for research and an integration of findings", New York: Pergamon Press, 1972.
Fiske, J. E., "Judgments under uncertainty:Representativeness or potential surprise? ", British Journal of Psychology, 93, 431-449 ,2002.
Folke, V.S. ,"Consumer reaction to product failures:An attribution approach" ,Journal of Consumer Research, 10(5),pp.389-409 ,1984.
Folkes, V. S., Koletsky, S. & Graham, J. L., "A field study of causal inferences and consumer reaction: The view from the airport",Journal of consumer Research, 13(Mar), 534-539, 1987.
Folkes,V.S. , "Recent Attribution Research in Consumer Behavior: A Review and New Directions", Journal of Consumer Research, 14, 548-565,1988.
Fram, E. H. and Callahan, A., "Do you know what the customer you penalized yesterday is doing today? A pilot analysis", Journal of Services Marketing, Vol. 15, No. 6, pp. 496-509, 2001.
Fram, E.H. & McCarthy, M.S., "The True Price of Penalties " ,Marketing Management,49-56,1999.
Fram, E.H. The Customer Penalty Box " ,Marketing Management.6, 60-63,1997.
Frenzen, J. & Nakamoto K., "Structure, Cooperation and the Flow of Market Information" , Journal of Consumer Research, 20, 360-75,1993.
Funches, V., Markley, M., & Davis, L.,"Reprisal, retribution and requital: Investigating customer retaliation" ,Journal of Business Research, 6(2), 231-238 ,2009.
Gatignon, H. & Robertson T. S.," An Exchange Theory Model of Interpersonal Communication" , Advances in Consumer Research, 13, 534-38, 1986.
Goodwin, C. and I. Ross, "Consumer Response to Servuce Failure: Influence of Procedural and Interactional Fairness Perceptions" ,Journal of Business Research, 25, pp.149-63, 1992.
Gordon. R M., "Driving Customer Equity", Marketing Management, 9(3), 62-63, Chicago, 2000.
Greenberg, J., "Organizational Justice: Yesterday, Today, and Tomorrow",Journal of Management, 16, pp.399-432,1990.
Gregoire, Y.,and Fisher,RJ. ,"Customer betrayal and retaliation: when your best customers become your worst enemies", Journal of the Academy of Marketing Science, 36(2),247-261,2008.
Heilman, Carrie M., Kent Nakamoto and Ambar G. Rao, "Pleasant Surprises: Consumer Response to Unexpected In-store Coupons", Journal of Marketing Research, 39(2), 242-252, 2002.
Hempel, Donald J., "Consumer Satisfaction with The Home Buying Process:Conceptualization and Measurement, in the Conceptualization of Consumer Satisfaction and Dissatisfaction" ,H. Keith Hunt, Cambridge, Mass., Marketing Science Institute,1977.
Hoffman,K.Douglas and Scott W.Kelley, "Perceived Justice Needs and Recovery Evaluation:A Contingency Approach", European Journal of Marketing, 34(3/4), 418-432, 2000.
Holbrook, M. B., "Customer value-A framework for analysis and research. Advances in Consumer Research", 23: 138-142, 1996.
Howard, John A. and Jadish N. Sheth, "The Theory of Buyer Behavior", New York:John Wiley and Sons, inc, 1969.
James, D. L., Durand, R. M. and Drives’, R.,"The Use of Multi-Attribute Attitude Model in A Store Image Study" , Journal of Retailing, 52(2), 23-34 ,1976.
Jone, T.O. and W. Earl Sasser, Jr.,"Why Satisfied Customer Defect", Harvard Business Review,73(6),pp 88-99,1995.
Kalamas, M., Laroche, M., & Makdessian, L.,"Reaching the boiling point: Consumers’’ negative affective reactions to firm-attributed service failures ", Journal of Business Research,61(8), 813-824,2008.
Katz, Karen L., Blaire M. Larson, and Richard C. Larson,"Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage", Sloan Management Review, 44-53,1991.
Kim, Y. “Sally” K. and Smith, A. K., "Crime and punishment: Examining customers’ responses to service organizations’ penalties", Journal of Service Research, Vol. 8, No. 2, November, pp. 162-180, 2005.
Kim, Y. “Sally” K., " How attribution explains consumers’ views of penalties ", The Journal of American Academy of Business, Cambridge, Vol. 8, No. 1, March, pp.311-315,2006.
Kim, Y.K. & Smith, A.K., "Crime and Punishment:Examining Customer’s responses to Service Organization’s penalties" , Journal of Service Research 8(20), 162-180, 2005.
Kolter, P., Marketing Management:Analysis, Planning, Implementation and Control, 9th edition, Englewood Cliffs, NJ:Prentice-Hall Inc., 1999.
Kuppens, P., Van Mechelen, I., Smits, D. J. M., De Boeck, P., & Ceulemans, E. ," Individual differences in patterns of appraisal and anger experience ", Cognition and Emotion, 21(4), 689-713,2007.
Lapidus, R. S. and L. Pinkerton, " Customer Complaint Situations: an Equity Theory Perspective", Journal of Psychology and Marketing, 12(2): 105-18,1995.
Leonard-Barton, Dorothy,"Experts as Negative Opinion Leaders in the Diffusion of a Technological Innovation" Journal of Consumer Research, Vol. 11,No.4, March, 914-926,1985.
Leventhal, G. S., "What should be done with equity theory? New approaches to the study of fairness in social relationship", (pp. 27–55) ,1980.
Lindquist, J. D.,"Meaning of Image", Journal of Retailing, 50, Winter, pp.29-38,1974.
Martineau, Pierre,"The Personality of the Retail Store", Harvard Business Review, Vol.36,pp.47-55,1958.
Mattila, A. S., & Cranage, D.,"The impact of choice on fairness in the context of service recovery" ,The Journal of Services Marketing, 19(5), 271-279,2005.
Maxham Ⅲ, J. G., & Netemeyer, R. G.,"Firm reap what they sow: The effects of shared values and perceived organizational justice on customers’ evaluations of complaint handling", Journal of Marketing, 67(1), 46-62, 2003.
McCarthy, M.S. & Fram, E.H., "An Exploratory Investigation of Customer Penalties: Assessment of efficacy, consequences, and fairness perceptions " , Journal of Services Marketing 14(6), 479-501, 2000.
Mellers, B., & McGraw, A. P., "Do utilities describe emotional responses to outcomes of decisions? Manuscript in preparation, 1999.
Mellers, B., Schwartz, A., Ho, K., & Ritov, I., " Elation and disappointment: Emotional responses to risky options",Psychological Science, 8, 423-429, 1997.
Monika Kukar-Kinney, Lan Xia, Kent Monroe, " When A Promotion is Denied: The Effects of Decision Stage on Perceptions of Promotion and Price Fairness", Economic and Business Review, 2011.
Monroe, K.B.,"Pricing: Marketing Profitable Decisions", Advance in Consumer Research, pp.193-197, 1990.
Moorman, R.H., "The Relationship Between Organizational Justice and Organizational Citizenship Behaviors: Do Fairness Perceptions Influence Employee Citizenship? ", Journal of Applied Psychology, 76 (6), 845-55,1991.
Oliver, R.L., R.T. Rust and S. Varki,"Customer Delight: Foundations, Findings, and Managerial Insight" , Journal of Retailing,Vol.73.,pp311-336,1997.
Oliver, R.L.,"Measurement and Evaluation of Satisfaction Processes in Retailing Setting", Journal of Retailing, Vol.57, pp.25-48, 1981.
Oliver, Richard L. and John E. Swan.,"Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach", Journal of Marketing, 53: 21-35, 1989.
Richins, Marsha L.,"Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study", Journal of Marketing, Vol.47, No.1, Winter,pp.68-78,1983.
Rupp, D. E., & Spencer, S.,"When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions ", Journal of Applied Psychology, 91(4), 971-978,2006.
Satisfaction with Services", in Emerging Perspectives on Service Marketing
Seiders, K. and L. L. Berry,"Service fairness: What it and why it matters" , The Academy of Management Executive, 12(2), 8-20, 1998.
Shapiro, T., & Nieman-Gonder, J.,"Effect of communication mode in justice-based service recovery", Managing Service Quality, 16(2), 124-144, 2006.
Singh,”Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues", Journal of Marketing, Vol.52, 1988.
Smith, A. K. & Bolton, R. N.,"The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments ", Journal of the Academy Marketing Science, 30(1), 5-23, 2002.
Smith, A. K., Bolton, R. N., & Wagner, J.,"A model of customer satisfaction with service encounters involving failure and recovery " ,Journal of Marketing Research, 36(8), 356-372,1999.
Smith, A., R. Bolton, and J. Wagner, "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery" , Journal of Marketing Research, 36, No.3, pp.356-72, 1999.
Smith, Anne M., " A Cross-Cultural Perspective on the Role of Emotion in Negative Service Encounters",The Service Industries Journal, 26(7), pp.709–726, 2006.
Smith, Ruth A. and Michael J. Houston,"Script-Based Evaluations of
Sparks, B. A. and J. R. McColl-Kennedy,"Justice strategy options for increased customer satisfaction in a services recovery setting ", Journal of Business Research, 54(3), 209-218, 2001.
Spreng, R. A. G. D. Harrell, and R. D. Mackoy,"Service Recovery: Impact on Satisfaction and Intentions ", Journal of Service Marketing, 9, No.1, pp.15-23, 1995.
Sundaram, D.S., K. Mitra and C. Webster,"Word-of-Mouth Communications: A Motivational Analysis", Advances in Consumer Research, 25(1),527-531,1998.
Tax, S. S., S. W. Brown, and M. Chandrashekaran,"Customer Evaluation of Service Complaint Experience: Implication for Relationship Marketing", Journal of Marketing, 62, No.1, pp.60-76, 1998.
Teigen, K.H., & Keren, G., " Surprises: Low probabilities or high contrasts? ", Cognition , 87, 55-71,2003.
Thibaut, J., & Walker, L.,"A theory of procedure", California Law Review, 66(3), 541-566, 1978.
Tyler, T. and R.J. Bies,"Interpersonal Aspects of Procedural Justice", Applied Social Psychology in Business Settings, 77-98, Erlbaum, NJ, Hillsdale,1990.
Utne, M, K., and Kidd, R. F.,"Equity and attribution, in justice and social interaction", G. Mikula, ed., Springer-Verlag, New York, pp.63-93, 1980.
Valenzuela, A., Mellers, B.A., & Strebel, J."Pleasurable surprises: A cross-cultural study of consumer responses to unexpected incentives", Journal of Consumer Research, 36, 792-805,2010.
Vanhamme, Joëlle and Dirk Snelders,"What if You Surprise Your Customers ... Will they be more satisfied? Findings from a Pilot Experiment ", Advances in Consumer Research, 30 (1), 48-55, 2003.
Welbourne, T. M.,"Untangling procedural and distributive justice", Group and Organizational Management, 23: 325-346, 1998.
Westbrook, R. A. & R. L. Oliver, "The Dimensionality of Consumer Emotion Patterns and Consumer Satisfaction", Journal of Consumer Research, 18, 84-91, 1991.
Westbrook, R. A.,"Product consumption-based affective responses and postpurchase processes", Journal of Marketing Research, Vol. 24, No. 3, pp. 258-270,1987.
Weun, Seungoog, Sharon E. Beatty, and Michael A. Jones, " The Impact of Service Failure Severity on ServiceRecovery Evaluations and Post-Recovery Relationships", Journal of Service Marketing, 18 (2), 133-146,2004.
Wong, P. T. and Weiner, B.,"When People ask “Why” and the Heuristics of Attribution Search", Journal of Personality and Social Psychology, pp.650-663, 1981.
Woodruff and Sarah Fisher, Gardial,"Know Your Customer:New Approaches to Understanding Customer Value and Satisfaction", Cambridge, MA:Blackwell, 1996.
Zeithaml, V. A.,"Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence", Journal of Marketing, 52(July), 2,22,1988.
|