服務補救對電子商務顧客影響之研究

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：50

、訪客IP：18.224.55.82

姓名

吳瑋婷(Wei-Ting Wu) 查詢紙本館藏

畢業系所

資訊管理學系

論文名稱

服務補救對電子商務顧客影響之研究
(Customer Responses to Service Recovery in E-Commerce Environment)

相關論文

★ 以個案研究法探討機械式組織之資訊系統導入	★ 銀行企業內部網路導入TCP/IP通信協定之研究
★ 後金控時代臺灣地區金融服務業薪資決策支援系統之設計研究 --以一家中型證券商為例	★ 影響數位在職訓練之學習態度及行為意向研究
★ 台灣銀行業導入電子商務線上金流訊息標準之研究	★ 國防訓儲軍士官制度評估
★ 以關係承諾角度探討組織中軟體專案開發之個案研究	★ 企業工作流程再造之研究─以銀行發卡流程為例
★ 以個案研究法探討B2B電子商務導入之研究—以汽車售後服務件製造商為例	★ 以個案研討方法探討公文簽核流程再造之研究－以變更資訊部門服務為例
★ 醫療資訊系統之資訊安全危安因素探討以台北某醫學中心為例	★ 資訊部門專案經理派遣人員之個案研究
★ 綠色供應鏈管理資訊系統導入問題分析與探討-以A公司為例	★ 企業導入企業資源規劃(ERP)對作業流程之影響－以A公司為例
★ 客訴處理電子化流程管理－以飲料業為例	★ 以個案研究法探討企業垃圾郵件防堵

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

至系統瀏覽論文 ( 永不開放)

摘要(中)

網路購物的市場蓬勃成長，讓網路成為消費者購物的新興管道，但由於在電子商務環境中，商家與顧客缺乏面對面互動的機會，造成服務失誤常時有所聞，發生的失誤會對公司造成重大的影響，相對的如何提供有效的補救就變成很重要的議題。
所以本研究透過公平理論來探討服務補救的議題，目的是探討在電子商務的環境中，發生失誤後，其分配公平與程序公平的不同程度，對於服務補救後滿意度的影響，以及在給予服務補救後的顧客滿意度，進而對於其再購意願、口碑的影響。
本研究採問卷調查方式，配合情境來進行資料的蒐集，並使用 ANOVA和結構方程模式 (SEM)，以檢驗本研究模型和相關假說。研究結果發現：(1) 顧客對補救後分配公平之認知對於補救後滿意度有顯著影響；(2) 顧客對補救後程序公平之認知對於補救後滿意度有顯著影響；(3) 分配公平與程序公平對補救後滿意度無顯著之交互作用；(4) 補救後滿意度對於再購意願有顯著的正面影響；(5) 補救後滿意度對於正面口碑有顯著的正面影響；(6) 補救後滿意度對
於負面口碑有顯著的負面影響。

摘要(英)

The market of online shopping has grown up. And Internet has become an emerging channel for consumers to shop online. Because the lack of face to face between shops and customers, service failures occur frequently. Service failure can make significant influences on company. When service failures occur, selecting an effective service recovery strategy to correct the failure is an important issue.
This study examined dimensions of justice theory on service recovery. The purpose of this study is to assess the relative influence of distributive justice and procedural justice on satisfaction with recovery and to examine the relationship between satisfaction with recovery and subsequent customer responses (repurchase intention and Word of Mouth) in e-commerce environment. This research collected data through survey using experimental scenarios. ANOVA and SEM are employed to test the hypotheses. This research conducted structural equation modeling by using AMOS.
The findings are:
(1) Perceived distributive justice has significant effect on satisfaction with recovery.
(2) Perceived procedural justice has significant effect on r satisfaction with recovery.
(3) Between distributive justice and procedural justice have no significant effect on satisfaction with recovery.
(4) Satisfaction with recovery has positive effect on repurchase intention.
(5) Satisfaction with recovery has positive effect on positive Word of Mouth.
(6) Satisfaction with recovery has negative effect on negative Word of Mouth.

關鍵字(中)

★ 口碑
★ 再購意願
★ 補救後滿意度
★ 公平理論
★ 服務補救

關鍵字(英)

★ Word of Mouth
★ repurchase intention
★ satisfaction with recovery
★ justice theory
★ service recovery

論文目次

論文摘要i
英文摘要ii
目錄 iii
圖目錄 iv
表目錄 v
第壹章緒論 1
第一節研究背景與動機 1
第二節研究目的 2
第三節研究問題 3
第四節論文架構與研究流程 4
第貳章文獻探討 7
第一節服務失誤 7
第二節服務補救 14
第三節公平理論 20
第四節滿意度、補救後滿意度、忠誠度 (再購意願與口碑) 25
第五節小結 29
第參章研究方法 30
第一節研究架構 30
第二節各變數之操作性定義與衡量問項 31
第三節研究推論與假說 35
第四節問卷設計、抽樣方法與前測 39
第肆章資料分析與結果 43
第一節樣本特徵與敘述性統計分析 43
第二節實驗操弄確認 48
第三節信度與效度分析 48
第四節模型與假說驗證 52
第伍章結論與建議 63
第一節研究結論 63
第二節管理意涵 66
第三節研究限制 67
第四節後續研究建議 68
參考文獻 70
附錄一情境 80
附錄二正式問卷 82

參考文獻

英文部分
Adams, J. S. (1963). Toward an understanding of inequity. Journal of Abnormal and Social Psychology, 67, 422-436.
Anderson, E. W. (1998). Customer Satisfaction and Word-of-Mouth. Journal of Service Research, 1(1), 5-17.
Anderson, E. W., Fornell, C. and Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings From Sweden. Journal of Marketing, 58(July), 53-66.
Arndt, J. A. (1967). Role of Product-Related Conversations in the Diffusion of a New Product. Journal of Marketing Research, 4(3), 291-295.
Austin, W. G. (1979). Justice Freedom and Self-Interest in Intergroup Relations. in Austin, W.G. and Worchel, S. (Eds.), The Social Psychology of Intergroup Relations (pp. 20-37), Brooks/Cole, Belmont, CA.
Babin, B. J. and Griffin, M. (1998). The nature of satisfaction: an updated examination and analysis. Journal of Business Research, 41(2), 127-136.
Bateson, J. E. G. and Hui, M. (1992). The ecological validity of photographic slides and videotapes in simulating the service setting. Journal of Consumer Research, 19(2), 271-281.
Bejou, D. and Palmer, A. (1998). Service Failure and Loyalty: An Exploratory Empirical Study of Airline Customer. Journal of Services Marketing, 12(1), 7-22.
Bentler, P. M. (1988). Comparitive Fit Indexes in Structural Models. Psychological Bulletin, 107, 238-246.
Bentler, P. M. and Chou, C. P. (1987). Practical Issues in Structural Modeling. Sociological Methods & Research, 16, 78-117.
Berry, L. L. and Parasuraman, A. (1991). Marketing Services: Competing Through Quality, The Free Press, New York, NY.
Berry, L. L. and Parasuraman, A. (1992). Prescriptions for a service quality revolution in America. Organizational Dynamics, 20(4), 4-15.
Bhandari, M. S., Tsarenko, Y. and Polonsk, M. J. (2007). A proposed multi-dimensional approach to evaluating service recovery. Journal of Services Marketing, 21(3), 174-185.
Bies, R. J. and Moag, S. J. (1986). Interactional Justice: Communication Criteria of fairness. Research on Negotiation in Organization, 1, 57-79.
Bies, R. J. and Shapiro, D. L. (1987). Interactional Fairness Judgements: The Influence of Causal Accounts. Social Justice Research, 1(2), 199-218.
Bitner, M. J., Booms, B. H. and Mohr, L. A. (1994). Critical Service Encounters: The Employee's Viewpoint. Journal of Marketing, 58(4), 95-106.
Bitner, M. J., Booms, B. H. and Tetreault, M. S. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54(1), 71-84.
Bitner, M. J., Brown, S. W. and Meuter, M. L. (2000). Technology Infusion in Service Encounters. Journal of the Academy of Marketing Science, 28(1), 138-149.
Blodgett, J. G., Donald, H. G. and Rockney, G. W. (1993). The Effects of Perceived Justice on Complainants’ Negative Word-of-Mouth Behavior and Repatronage Intentions. Journal of Retailing, 69(4), 399-428.
Blodgett, J. G., Hill, D. J. and Tax, S. S. (1997). The Eeffects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior. Journal of Retailing, 73(2), 185-210.
Bolton, R. N. and Drew, J. H. (1991). A Multistage Model of Customer Assesments of Service Quality and Value. Journal of Consumer Research, 17(4), 375-384.
Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8(2), 110-130.
Boshoff, C. (1999). RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery. Journal of Service Research, 1(3), 236-249.
Boshoff, C. and Leong, J. (1998). Empowerment, attribution and apologising as dimensions of service recovery: An experimental study. International Journal of Service Industry Management, 9(1), 24-47.
Brockner, J. and Wiesenfeld, B. M. (1996). An integrative framework for explaining reactions to decisions: Interactive effects of outcomes and procedures. Psychological Bulletin, 120, 189-208.
Browne, M. W. and Cudeck, R. (1993). Alternative Ways of Assessing Model Fit. in K. A. Bollen and J. S. Long (Eds.), Testing Structural Equation Models (pp. 136-162), Newbury Park, CA: Sage.
Bryman, A. and Cramer, D. (1997). Concepts and Their Measurement. Quantitative data analysis, with SPSS for Windows.
Buttle, F. A. (1997). I heard it through the grapevine: issues in referral marketing. Proceedings of the 5th international colloquium in relationship marketing, Cranfield School of Management. Cranfield University, England.
Buttle, F. A. (1998). Word of mouth: understanding and managing referral marketing. Journal of Strategic Marketing, 6, 241-254.
Celso Augusto de Matos and Carlos Alberto Vargas Rossi. (2008). Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators. Journal of the Academy of Marketing Science, 36(4), 578-596.
Chebat, J. C. and Slusarczyk, W. (2005). How emotions mediate the effect of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58(5), 664-673.
Cho, Y., Im, I. and Hiltz, R. (2003). The impact of e-services failures and customer complaints on electronic commerce customer relationship management. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 106-118.
Churchill, G. A. Jr. (1995). Marketing Research: Methodological Foundations, 6th ed., Dryden Press, Fort Worth, TX.
Clemmer, E. C. (1993). An Investigation into the Relationship of Fiarness and Customer Satisfaction with Services. Justice in the Workplace: Approaching Fiarness in Human Resource Management (pp. 193-207). R. Cropanzano. Ed. Hillsdale, NJ: Lawrence Erlbaum.
Clemmer, E. C. and Schneider, B. (1993). Managing Customer Dissatisfaction with Waiting: Applying Social-Psychological Theory in a Service Setting. Advances in Services Marketing and Management, 2, 213-229.
Clemmer, E. C. and Schneider B. (1996). Fair Service. In T. A. Swartz, D. E. Bowen, and S. W. Brown (Eds.), Advances in Services Marketing and Management (pp. 109-126). Greenwich, CT: JAI Press.
Conlon, D. E. and Murray, N. M. (1996). Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations. Academy of Management Journal, 39(4), 1040-1056.
Cronin, J. J. and Taylor, S. A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56(3), 55-68.
Cropanzano, R. and Folger, R. (1991). Procedural justice and worker motivation. Motivation and work behavior, 5, 131–143.
Dabholdar, P. A. (1996). Consumer evaluations of new technology-based self-service options: and investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29-51.
Davidow, M. (2000). The Bottom Line Impact of Organizational Responses to Customer Complainys. Journal of Hospitality and Tourism Research, 24(5), 473-490.
Davidow, M. (2003). Organizational Responses to Customer Complaints: What Works and What Doesn’t. Journal of Service Research, 5(3), 225-250.
Day, R. L. (1980). Research perspectives on consumer complaining behavior. Theoretical developments in marketing (pp. 211-215). Chicago, Illinois: American Marketing Association Press.
Desatnick, R. L. (1987). Managing to Keep the Customer: How to achieve and maintain superior customer service throughout the organisation. San Francisco: Jossey Bass Publishers.
Deutsch, M. (1985). Distributive justice: a social-psychological perspective. New Have, CT: Yale University Press.
Dodds, W. B. and Monroe, K. B. (1985). The Effect of Brand and Price Information on Subjective Product Evaluations. Advances in Consumer Research, 12, 85-90.
Etzel, M. J. and Silverman, B. I. (1988). A Managerial Perspective on Directions for Retail Customer Dissatisfaction Research. Journal of Retailing, 57(fall), 124-136.
Folkes, V. S. (1984). Consumer Reactions to Product Failre: An Attributional Approach. Journal of Consumer Research, 10(4), 398-409.
Forbes, L., Kelley, S. and Hoffman, K. (2005). Typologies of e-commerce retail failures and recovery strategies. Journal of Services Marketing, 19(5), 280-292.
Fornell, C. and Wernerfelt, B. (1987). Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis. Journal of Marketing Research, 24(4), 337-346.
Fornell, C. (1992). A National Customer Satisfaction Barometer：The Swedish Experience. Journal of Marketing, 55(Jan.), 1-22.
Fornell, C. and Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobervables and Measurement Error. Journal of Marketing Research, 18, 39-50.
Fornell, C., Jonhsonm D. M., Anderson, W. E., Cha, J. and Bryant, B. (1996). The American Customer Satisfaction Index: Description, Findings, and Implications. Journal of Marketing, 60(4), 7-18.
Gafen, D., Straub, D. W. and Boudreau, M. (2000). Structural Equation Modeling and Regression: Guidelines for Research Practice. Communications of the Association for Information Systems, 4(7).
Gilly, M. C. (1987). Postcomplaint Process: From Organizational Response to Repurchase Behavior. Journal of Consumer Affairs, 21(2), 293-313.
Goodwin, C. and Ross, I. (1992). Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions. Journal of Business Research, 25(2), 149-163.
Greenberg, J. (1996). The quest for justice on the job: essays and experiments. Thousand Oaks,CA: Sage Publications.
Gronroos, C. (1988). Source Quality: The Six Criteria of Good Perceived Service Quality. Review of Business, 9(3), 10-13.
Hair, J. F., Anderson, R. E., Tatham, R. L. and Black, W. C. (1998). Multivariate Data Analysis. 5th ed. Upper Saddle River, NJ: Pretice Hall.
Hart, C. W. L., Heskett, J. L. and Sasser, W. E. (1990). The profitable art of service recovery. Harvard Business Reviews, 68(4), 148-156.
Havlena, W. J. and Holbrook, M. B. (1986). The varieties of consumption experience: comparing two typologies of emotion in consumer behavior. Journal of Consumer Research, 13(December), 174-184.
Hayduk, L. A. (1987). Structural equation modeling with LISREL: Essentials and advances. Baltimore, MD: Johns Hopkins University Press.
Hempel, D. J. (1977). Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement. The Conceptualization of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt, ed., Cambriage, Mass: Marketing Science Institute.
Herr, P. M., Kordes, F. R. and Kim, J. (1991). Effects of word-of-mouth and product attribute information on persuasion: an accessibility and diagnosticity perspective. Journal of Consumer Research, 17(3), 454-462.
Hoffman, K. D., Kelley, S. W. and Chung, B. C. (2003). A CIT investigation of Servicescape Failures and Associated Recovery Strategies. Journal of Service Marketing, 17(4), 322-340.
Hoffman, K. D., Kelley, S. W. and Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49-61.
Holloway, B. B. and Beatty, S. E. (2003). Service Failure in Online Retailing: A Recovery Opportunity. Journal of Service Research, 6(1), 92-105.
Homburg, C. and Fürst, A. (2005). How organizational complaint handling drives customer loyalty: an analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95-114.
Howard, J. A. and Sheth, J. N. (1969). The Theory of Buyer Behavior, New York: John Wiley and Sons, Inc.
Hu, L. T. and Bentler, P. M. (1999). Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternative. Structural Equation Modeling, 6, 1-55.
Hunt, H. K. (1977). Conceptualization and measurement of consumer satisfaction and dissatisfaction ( pp. 77-103). Cambridge, MA: MSI.
Huppertz, J.W., Arenson, S. J. and Evams, R. H. (1978). An Application of Equity Theory to Buyer-Seller Exchange Situations. Journal of Marketing Research, 15(2), 250-260.
Jones, M. A. and Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: an empirical analysis. Journal of Services Marketing, 14(2), 147-159.
Jones, T. O. and Sasser, E. W. (1995). Why Satisfied Customers Defect? Harvard Business Review, 73(6), 88-99.
Jöreskog, K. G. and Sörbom, D. (1989). LISREL 7: A Guide to the Program and Application. Chicago. IL: SPSS Inc.
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(1), 69-90.
Kau, Ah-Keng and Loh, Elizabeth Wan-Yiun. (2006). The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants. Journal of Services Marketing, 20(2), 101-111.
Keaveney, S. M. (1995). Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing, 59(2), 71-82.
Kelley, S. W., Hoffman, K. D. and Davis, M. A. (1993). A typlogy of retail failures and recoveries. Journal of Retailing, 69(4), 429-452.
Levesque, T. J. and McDougall, G. H. C. (2000). Service and Recovery Strategies: An Experiment. Canadian Journal of Administration Sciences, 17(1), 20-37.
Long, J. S. (1983). Confirmatory Factor Analysis. Newbury Park, CA: Sage Publications.
Lundeen, H. K., Harmon, L. C. and McKenna-Harmon, K. M. (1995). Service recovery in commercial real estate management. Journal of Property Management, 60(3), 30-32.
Martilla, J. A. (1971). Word-of-mouth communication in the industrial adoption process. Journal of Marketing Research, 8(2), 173-178.
Mattila, A. S. (2001). The Effectiveness of Service Recovery in A Multi-Industry Setting. Journal of Services Marketing, 15(7), 583-596.
Maxham III, J. G. (2001). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.
Maxham III, J. G. and Netemeyer, R. G. (2002). Modeling Customer Perceptions of Complaint Handling over Time: The Effects of Perceived Justice on Satisfaction and Intent. Journal of Retailing, 78(4), 239-252.
Maxham III, J. G. and Netemeyer, R. G. (2003). Firms 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.
McColl-Kennedy, J. R. and Sparks, B. A. (2003). Application of Fairness Theory to Service Failures and Service Recovery. Journal of Service Research, 5(3), 251-266.
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, 3(2), 121-137.
Miller, J., Craighead, C. and Karwan, K. (2000). Service recovery: a framework and empirical investigation. Journal of Operations Management, 18(4), 387-400.
Nunnally, J. C. (1978). Psychometric Theory. New York, NY: McGraw-Hill.
Ok, C., Back, K. and Shanklin, C. W. (2005). Modeling roles of service recovery strategy: a relationship-focused view. Journal of Hospitality and Tourism Research, 29(4), 484-507.
Oliver, R. L. and DeSarbo, W. S. (1988). Response Determinants in Satisfaction Judgments. Journal of Consumer Research, 14(4), 495-507.
Oliver, R. L. and Swan J. E. (1989). Consumer Perceptions of Interpersonal Equity And Satisfaction. Journal of Marketing, 53(2), 21-35.
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 processes in retail settings. Journal of Retailing, 57(3), 25-48.
Oliver, R. L. (1989). Processing of the Satisfaction Response in Consumption: A Suggested Framework and Research Propositions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2(1), 1-16.
Oliver, R. L. (1999). Whence Consumer Loyalty?. Journal of Marketing, 63, 33-44.
Power, C., D., Woodruff, L. Z. and Konrad, W. (1992). Smart Selling: How Companies are Winning over Today's Tough. Business Week, 3277, 46-48.
Reichheld, F. F. (1993). Loyalty based management. Harvard Business Review, 71(March-April), 64-73.
Reichheld, F. F. (1996). The loyalty effect. Boston. (MA): Harvard Business School Press.
Richins, M. L. (1983). Negative word-of-mouth by dissatisfied consumers: a pilot study. Journal of Marketing, 47(Winter), 68-78.
Schiffman, L. G. and Kanuk, L. L. (1997). Consumer Behavior, 6th ed. Upper Saddle River, NJ: Prentice Hall.
Schneider, B.and Bowen, D. (1999). Understanding customer delight and outrage. Sloan Management Review, 41(1), 35-46.
Schoefer, K. and Ennew, C. (2005). The Impact of Perceived Justice on Consumers' Emotional Responses to Service Complaint Experiences. Journal of Services Marketing, 19(5), 261-270.
Schweikhart, S. B., Strasser, S. and Kennedy, M. R. (1993). Service Recovery in Health Services Organizations. Hospital and Services Administration, 38(1), 3-21.
Seiders, K. and Berry, L. L. (1998). Service Firness: What It Is and Why It Matters. The Academy of Management Executive, 12(2), 8-20.
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.
Sirohi, N., McLaughlin, E. W. and Wittink, D. R. (1998). A Model of Customer Perceptions and Store Loyalty Intentions for A Supermarket Retailer. Journal of Retailing, 74(2), 223-245.
Smith, A. K. and Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery eocounters: paradox or peril? Journal of Service Research, 1(1), 5-17.
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.
Sparks, B. A. and McColl-Kennedy, J. R. 2001. Justice Strategy Options for Increased Customer Satisfaction in A Service Recovery Setting. Journal of Busines Research, 54(3), 209-218.
Spreng, R. A., Harrell, G. D. and Mackoy, R. D. (1995). Service Recovery: Impact on Satisfaction and Intentions. Journal of Service Marketing, 9(1), 15-23.
Swanson, S. R. and Kelley, S. W. (2001). Attributions and Outcomes of the Service Recovery Process. Journal of Marketing Theory and Practice, 9(4), 50-65.
Tax, S. S. and Brown, S. W. (1998). Recovering and Learning from Service Failure. Sloan Management Review, 40(1), 75-88.
Tax, S. S., Brown, S. W. and Chandrashekaran, M. (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62(2), 60-76.
Taylor, S. (1994). Waiting for Service: The Relationship Between Delays and Evaluations of Service. Journal of Marketing, 58(2), 56-69.
Warrington, T. B., Abgrab, N. J. and Caldwell, H. M. (2000). Building Trust to Develop Competitive Advantage in E-Business Relationships. Competitiveness Review, 10(2), 160-168.
Westbrook, R. A. (1980). A Rating Scale for Measuring Product/Service Satisfaction. Journal of Marketing, 44(Fall), 68-72.
Westbrook, R. A. (1987). Product/Consumption-Based Affective Responses and Postpurchase Processes. Journal of Marketing Research, 24(3), 258-70.
Wirtz, J. and Mattila, A. S. (2004). Consumer Responses to Compensation, Speed of Recovery and Apology after a Service Failure. International Journal of Service Industry Management, 15(2), 150-166.
Woodside, A. G. F. and Daly, R. T. (1989). Linking Service Quality, Customer Satisfaction, and Behavioral Intention. Journal of Care Marketing, Dec., 5-7.
Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing, 4, 68-123.
Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1993). The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, 21(1), 1-12.
Zemke, R. and Bell, C. (1990). Service Recovery: Doing Right the Second Time. Training, 27(6), 42-48.
網路部分
行政院經建會 (民98年8月13日)。「台灣網路購物規模持續成長」，民99年3月30日，取自http://www.cepd.gov.tw/m1.aspx?sNo=0012144
經濟部商業司新網路時代電子商務發展計畫 (民98年12月)。「2009 電子商務年鑑-緒論」，民99年3月30日，取自http://gcis.nat.gov.tw/ec/service/publish/publish.asp
研究案例: 網路購物與購物商品篇 (民98年10月9日)。創市際市場研究顧問電子報。民99年4月2日，取自http://news.ixresearch.com/?p=696

指導教授

范懿文(Yi-Wen Fan)

審核日期

2010-6-21

推文