論文使用權限 Thesis access permission:校內一年後公開,校外永不公開 campus withheld
開放時間 Available:
校內 Campus: 已公開 available
校外 Off-campus:永不公開 not available
論文名稱 Title |
服務補救矛盾與雙重偏差理論基礎之初探 none |
||
系所名稱 Department |
|||
畢業學年期 Year, semester |
語文別 Language |
||
學位類別 Degree |
頁數 Number of pages |
97 |
|
研究生 Author |
|||
指導教授 Advisor |
|||
召集委員 Convenor |
|||
口試委員 Advisory Committee |
|||
口試日期 Date of Exam |
2009-06-05 |
繳交日期 Date of Submission |
2009-06-20 |
關鍵字 Keywords |
偏離預期、補救矛盾、敏感性、負向性、雙重偏差 double deviation, expectancy discrepancy, sensitivity, negativity, recovery paradox |
||
統計 Statistics |
本論文已被瀏覽 5731 次,被下載 4 次 The thesis/dissertation has been browsed 5731 times, has been downloaded 4 times. |
中文摘要 |
因為服務的異質性,在服務傳遞的過程中,服務失敗是不可避免的,因此服務補救扮演著維持顧客關係的重要角色。當客戶經歷失敗後給予完美的補救,其評價較沒經歷失敗情況來的高,此即為補救矛盾;但若客戶經歷服務失敗後,不適當或是不良的補救,而導致負面評估被放大檢視,此為雙重偏差。 由補救矛盾與雙重偏差的定義可知,兩者在本質上具有對稱化的現象,皆隱含著顧客在面對服務失敗與補救時,影響其最後評價主要取決於服務補救,而非服務失敗本身。過去雖然已有不少學者利用研究實證此兩現象存在與否,然而,卻沒有理論基礎解釋補救矛盾與雙重偏差為何會發生。因此,本研究的目的是希望能透過概念及實證比較補救矛盾和雙重偏差,了解兩者間對稱不對稱的地方,並了解為什麼補救對顧客評價的影響較大? 本研究採用情境式準實驗方法,因為在現實情況中不容易找到很多擁有實際服務補救矛盾經驗的消費者來驗證本研究的假設,因此透過讓受測者針對之前曾經消費過的餐廳,配合實驗所設計的情境填答,以了解是否負向偏離會使顧客對之後事件感到更敏感,進而放大其對該事件的評價。結果發現當事件一事負向偏離時,事件二正向偏離會使顧客評價更極端,事件二負向偏離卻會使評價反向極端,也就是說結果支持補救矛盾但不支持雙重偏差的存在。 |
Abstract |
Owning to the heterogeneity of services, service failures are inevitable to happen in service encounters. Therefore, recovery efforts play important roles in mataining the relationship with customer. Recovery paradox (RP) refers to the situation in which the customer who experiences a failure followed by a superior recovery rates a service as high as or even higher than s/he would rate a service involving no failure. By contrast, Double deviation (DD) refers to the situation in which inappropriate and/or inadequate recovery results in magnification of the negative evaluation. The RP and the DD are essentially symmetrical because both of them represent a phenomenon in which the recovery contributes to customer’s evaluation more heavily than the initial failure dose. Although numerous studies devotes to the question whether the RP and DD exist, very few are trying to answer the question of why they exist. Thus, the main purpose of this research is to conceptually and empirically compare the RP and the DD in order to uncover the potential asymmetry, as well as to understand why recovery influences evaluation more greatly? Because the investigated conditions are not easy to be identified in the real world, a scenario-based quasi-experimental design is chosen. The data is collected from customers actually engaged in the target services. Customers are asked to answer questions about an organization they have recently patronized and then evaluate experimentally-generated scenarios in a restaurant setting to understand whether a negative discrepancy can really magnify the customer’s evaluation toward an identical following event. The result reveals that after a negative-discrepant first event, a positive-discrepant second event is evaluated more positively than non-discrepant second event, but a negative-discrepant second event is evaluated less negatively than a non-discrepant one. That is to say the result supports RP, but doesn’t support DD. |
目次 Table of Contents |
目錄 致謝辭--------------------------------------------------------------------------------------------I 中文摘要----------------------------------------------------------------------------------------II 英文摘要-------------------------------------------------------------------------------------- III 第一章 緒論------------------------------------------------------------------------------------ 1 第一節 研究動機與背景------------------------------------------------------------- 1 第二節 研究目的與問題-------------------------------------------------------------- 4 第三節 研究流程----------------------------------------------------------------------- 5 第二章 相關理論與文獻探討--------------------------------------------------------------- 6 第一節 補救矛盾與雙重偏差文獻回顧-------------------------------------------- 6 第二節 偏離預期事件之效應------------------------------------------------------- 17 第三節 偏離預期方向性之效應---------------------------------------------------- 19 第四節 預期偏離所引發之敏感性架構------------------------------------------- 22 第五節 交易特定滿意度與累積滿意度------------------------------------------- 24 第三章 研究方法----------------------------------------------------------------------------- 26 第一節 研究架構---------------------------------------------------------------------- 26 第二節 假說推論---------------------------------------------------------------------- 29 第三節 研究設計---------------------------------------------------------------------- 32 第四節 問卷設計與前測------------------------------------------------------------- 37 第五節 實驗進行方式---------------------------------------------------------------- 44 第六節 分析方法---------------------------------------------------------------------- 46 第四章 研究結果----------------------------------------------------------------------------- 48 第一節 樣本結構---------------------------------------------------------------------- 48 第二節 信度分析---------------------------------------------------------------------- 50 第三節 實驗情境操弄確認---------------------------------------------------------- 53 第四節 偏離預期之影響------------------------------------------------------------- 56 第五節 偏離預期方向性之影響---------------------------------------------------- 59 第五章 結論與建議-------------------------------------------------------------------------- 62 第一節 研究發現與討論------------------------------------------------------------- 62 第二節 研究貢獻---------------------------------------------------------------------- 65 第三節 研究限制---------------------------------------------------------------------- 68 第四節 研究展望---------------------------------------------------------------------- 70 參考文獻-------------------------------------------------------------------------------- 71 附錄一:實驗一情境一之正式問卷------------------------------------------------ 80 附錄二:實驗二情境六之正式問卷------------------------------------------------ 84 圖目錄 圖1-1 研究流程圖------------------------------------------------------------------------- 5 圖3-1 實驗一研究架構圖---------------------------------------------------------------- 26 圖3-2 實驗二研究架構圖---------------------------------------------------------------- 27 表目錄 表2-1 補救矛盾(RP)的實証研究--------------------------------------------------- 9 表2-2 雙重偏差(DD)的實証研究---------------- -----------------------------------12 表3-1 實驗一情境設計------------------------------------------------------------------- 34 表3-2 實驗二情境設計------------------------------------------------------------------- 35 表3-3 十種實驗情境---------------------------------------------------------------------- 36 表3-4 「事件一、事件二偏離預期」之操作型定義與衡量題項----------------- 38 表3-5 「滿意度」之操作型定義與衡量題項----------------------------------------- 39 表3-6 實驗一操弄確認題項------------------------------------------------------------ 40 表3-7 實驗二操弄確認題項------------------------------------------------------------ 42 表4-1 樣本結構------------------------ ----------------------------------------------------49 表4-2 問卷中各構念的信度分析結果--------------- ----------------------------------50 表4-3 問卷中各事件操弄變數的信度分析結果----------- --------------------------51 表4-4 操弄確認的情境平均分數------------------------------------------------------- 54 表4-5 滿意度原始平均值---------------------------------------------------------------- 56 表4-6 滿意度單一樣本T檢定----------------------------------------------------------- 56 表4-7 實驗一「事件一負向偏離預期與符合預期」對「滿意度」的影響---- 57 表4-8 實驗二「事件一負向偏離預期與符合預期」對「滿意度」的影響---- 58 表4-9 實驗一:當事件一為負向偏離預期前提,「事件二偏離預期方向 性」對「滿意度」的影響------------------------------------------------------ 59 表4-10 實驗二:當事件一為負向偏離預期(輕度+重度)前提,「事件二偏 離預期方向性」對「滿意度」的影響--------------------------------------- 60 表4-11 實驗二:「事件一負向偏離預期強度」對「滿意度」的影響--------- 61 表4-12 假說檢驗結果-------------------------------------------------------------------- 61 |
參考文獻 References |
一、 中文部分 郭俊宏,以知覺公平觀點看待消費者面對服務失敗時的反應,國立中山大學企業管理 研究所,碩士論文,2008 年11 月。 二、 英文部分 Andreassen, Tor Wallin, 1999. What Drives Customer Loyalty With Complaint Resolution? Journal of Service Research, Vol. 1, No. 4, pp. 324-332. Andreassen, Tor Wallin, 2001. From Disgust to Delight—Do Customers Hold a Grudge? Journal of Service Research, Vol. 4, No. 1, pp. 39-49. Batra, Rajeev and Douglas M. Stayman , 1990. The Role of Mood in Advertising Effectiveness, Journal of Consumer Research, Vol. 17, No. 2, pp. 203-214. Berger, Charles. R., 1979. Beyond Initial Interaction: Uncertainty, Understanding, and the Development of Interpersonal Relationships. Language and social psychology, Howard Giles and Robert N. St. Clair, eds. Oxford: Basil Blackwell, pp. 122-144. Berger, Charles. R., 1987. Communicating under Uncertainty. Interpersonal processes: New directions in communication research, Michael E. Roloff and Gerald R. Miller, eds. Newbury Park, CA: Sage, pp. 39-62. Berger, Charles. R., 1993. Uncertainty and Social Interaction. Communication Yearbook, Stanley A. Deetz, ed. Newbury Park, CA: Sage, Vol. 16, pp. 491-502. Berger, Charles. R. and Richard J. Calabrese, 1975. Some Explorations in Initial Interaction and Beyond: Toward a Developmental Theory of Interpersonal Communication. Human Communication Research, Vol. 1, No. 2, pp. 99-112. Berry, Leonard L. and A. Parasuraman, 1991. Marketing Services: Competing Through Quality. New York: Free Press. 72 Berry, Leonard L., Valarie A. Zeithaml, and A. Parasuraman, 1990. Five Imperatives for Improving Service Quality. Sloan Management Review, Vol. 31, No. 4, pp.29-38. Bitner, Mary Jo and Amy R. Hubbert, 1994. Encounter Satisfaction versus Overall Satisfaction versus Quality: the Customer’s Voice. Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L.Oliver, eds. Sage Publications, Thousand Oaks, CA, pp.72-94. Bitner, Mary Jo, Bernard H. Booms, and Lois A. Mohr, 1994. Critical Service Encounters: The Employee’s Viewpoint. Journal of Marketing, Vol. 58, No. 3, pp.95-106. Bitner, Mary Jo, Bernard H. Booms, and Mary S. Tetreault, 1990. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, Vol. 54, No. 1, pp. 71-84. Bless, Herbert, Gerd Bohner, Norbert Schwarz, and Fritz Strack, 1990. Mood and Persuasion: A Cognitive Response Analysis. Personality and Social Psychology Bulletin, Vol. 16, No. 2, pp. 331-345. Bless, Herbert, Gerald L. Clore, Norbert Schwarz, Verena Golisano, Christina Rabe, and MarcusWelk, 1996. Mood and the Use of Scripts: Does a Happy Mood Really Lead to Mindlessness? Journal of Personality and Social Psychology,Vol. 71, No. 4, pp. 665-679. Bolton, Ruth N., 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. Bolton, Ruth N. and James H. Drew, 1991. A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research, Vol. 17, No. 4, pp. 375-384. Bolton, Ruth N. and James H. Drew, 1992. Mitigating the Effect of Service Encounters. Marketing Letters, Vol. 3, No. 1, pp. 57-70. Boshoff, Christo, 1997. An Experimental Study of Service Recovery Options. International Journal of Service Industry Management, Vol. 8, No. 2, pp.110-130. 73 Brock, Timothy C., 1968. Implications of Commodity Theory for Value Change. Psychological Foundations of Attitudes. Anthony G. Greenwald, Tomothy C. Brock, and Thomas M. Ostrom, eds. New York : Academic Press, pp. 243-276. Brown, Stephen W., Deborah L. Cowles, and Tracy L. Tuten, 1996. Service Recovery: Its Value and Limitations as a Retail Strategy. International Journal of Service Industry Management, Vol. 7, No. 5, pp. 32-46. Burgoon, Judee K. and Stephen B. Jones, 1976. Toward a Theory of Personal Space Expectations and Their Violations. Human Communication Research, Vol. 2, No. 2, pp. 131-146. Burgoon, Judee K. and Beth A. Le Poire, 1993. Effects of Communication Expectancies, Actual Communication, and Expectancy Disconfirmation on Evaluations of Communicators and Their Communication Behavior. Human Communication Research, Vol. 20, No. 1, pp.67-96. Burgoon, Judee K. and Joseph B. Walther, 1990. Nonverbal Expectancies and the Consequences of Violations. Human Communication Research, Vol. 17, No. 2, pp. 232-265. Chen, Mark and John A. Bargh, 1997. Nonconscious Behavioral Confirmation Processes: The Self-Fulfilling Consequences of Automatic Stereotype Activation. Journal of Experimental Social Psychology, Vol. 33, No. 5, pp. 541-560. Churchill GA,Surrenant C., 1982. An Investigation Into the Determinants of Customer Satisfaction. Journal of Marketing Research, Vol. 19, No. 4, pp. 491-504. de Matos, Celso Augusto, Jorge Luiz Henrique, and Carlos Alberto Vargas Rossi, 2007. Service Recovery Paradox: A Meta-Analysis. Journal of Service Research, Vol. 10, No. 1, pp. 60-77. Fiske, Susan T., 1980. Attention and Weight in Person Perception: The Impact of Negative and Extreme Behavior. Journal of Personality and Social Psychology, Vol. 38, No. 6, pp. 889-906. Graesser, Arthur C., 1981. Prose Comprehension Beyond the Word. New York: 74 Springer-Verlag. Halstead, Diane and Thomas J. Page, 1992. The Effects of Satisfaction and Complaining Behavior on Consumer Repurchase Intentions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 5, No. 1, pp. 1-11. Hamilton, David L. and Tina K. Trolier, 1986. Stereotypes and Stereotyping: An Overview of the Cognitive Approach. Prejudice, Discrimination, and Racism, John F. Dovidio and Samuel L. Gaertner, eds. San Diego, CA: Academic Press, pp. 127-163. Hart, Christopher W., James L. Heskett, and W. Earl Sasser Jr., 1990. The Profitable Art of Service Recovery. Harvard Business Review, Vol. 68, No. 4, pp. 148-156. Heit, Evan, 1998. Influences of Prior Knowledge on Selective Weighting of Category Members. Journal of Experimental Psychology: Learning, Memory, and Cognition, Vol. 24, No. 3, pp. 712-731. 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, Vol. 24, No. 1, pp. 457-463. Hocutt, Mary Ann, Michael R. Bowers, and D. Todd Donavan, 2006. The Art of Service Recovery: Fact or Fiction? Journal of Services Marketing, Vol. 20, No. 3, pp. 199-207. Hui, Michael K. and David K. Tse, 1996. What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation. Journal of Marketing, Vol. 60, No. 2, pp. 81-90. Hunt, Shelby D., 1997. Competing Through Relationships: Grounding Relationship Marketing in Resource-advantage Theory. Journal of Marketing Management, Vol. 13, No. 5, pp.431-445. Johnson, Michael D. and Claes Fornell, 1991.A Framework for Comparing Customer Satisfaction across Individuals and Product Categories. Journal of Economic Psychology, Vol. 12, No. 2, pp. 267-286. Johnston, William A. and Kevin J. Hawley, 1994. Perceptual Inhibition of Expected Inputs: The Key that Opens Closed Minds. Psychonomic Bulletin and Review, Vol. 1, No. 1, 75 pp. 56-72. Kahneman, Daniel and Amos Tversky, 1979. Prospect Theory: An Analysis of Decision Under Risk. Econometrica, Vol. 47, No. 2, pp. 263-291. Kanouse, David E. and L. Reid Hanson Jr., 1972. Negativity in Evaluations. Attribution: Perceiving the Causes of Behavior. Edward E. Jones, David E. Kanouse, Harold H. Kelley, Richard E. Nisbett, Stuart Valins and Bernard Weiner, eds. Morristown, NJ: General Learning Press, pp. 27-46. Kanouse, David E. and The Rand Corporation, 1984. Explaining Negativity Biases in Evaluation and Choice Behavior: Theory and Research. Advances in Consumer Research, Vol. 11, No.1, pp. 703-708. Kau, Ah-Keng and Elizabeth Wan-Yium Loh, 2006. The Effects of Service Recovery on Consumer Satisfaction: A Comparison between Complainants and Non-Complainants. Journal of Services Marketing, Vol. 20, No. 2, pp. 101-111. Kotler, Philip., 2003, Marketing Management, Prentice Hall, London. Kwortnik, Robert J., 2006. Shining Examples of Service when the Lights Went Out: Hotel Employees and Service Recovery during the Blackout of 2003. Journal of Hospitality and Leisure Marketing, Vol. 14, No. 2, pp. 23-45. Lane, Vicki R. and Susan M. Keaveney, 2005. The Negative Effects of Expecting to Evaluate: Reexamination and Extension in the Context of Service Failure, Psychology & Marketing, Vol. 122, No. 11, pp. 857-885. Lutz, Richard J., 1975. Changing Brand Attitudes Through Modification of Cognitive Structure, Journal of Consumer Research, Vol. 1, No. 4, pp. 49-59. 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, Vol. 21, No. 3, pp. 213-225. Matta, Shashi and Valerie S. Folkes, 2005. Inferences about the Brand from Counterstereotypical Service Providers. Journal of Consumer Research, Vol. 32, No. 2, pp. 196-206. 76 Mattila, Anna S., 1999. An Examination of Factors Affecting Service Recovery in a Restaurant Setting. Journal of Hospitality & Tourism Research, Vol. 23, No. 3, pp. 284-298. Maxham, James G., III, 2001. Service Recovery’s Influence on Consumer Satisfaction, Positive Word-of-Mouth, and Purchase Intentions. Journal of Business Research, Vol. 54, No. 1, pp. 11-24. Maxham, James G. III and Richard G. Netemeyer, 2002. A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts. Journal of Marketing, Vol. 66, No. 4, pp. 57-71. 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. McCollough, Michael A., 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, Vol. 24, No. 4, pp. 423-447. McCollough, Michael A., 2001. The Recovery Paradox: The Effect of Recovery Performance and Service Failure Harm on Post-Recovery Customer Satisfaction. Proceedings of 2001 AMA Winter Marketing Educator’s Conference. Chicago, IL: American Marketing Association. McCollough, Michael A. and Sundar G. Bharadwaj, 1992. The Recovery Paradox: An Examination of Consumer Satisfaction in Relation to Disconfirmation, Service Quality, and Attribution Based Theories. Proceedings of 1992 AMA Winter Marketing Educators' Conference, Chicago, IL: American Marketing Association. McCollough, Michael A., Leonard L. Berry and Manjit S. Yadav, 2000. An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. Journal of Service Research, Vol. 3, No. 2, pp. 121-137. McDougall, Gordon H. and Levesque, Terrence J., 1998. The Effectiveness of Recovery 77 Strategies after Service Failure: an Experiment in the Hospitality Industry. Journal of Hospitality and Leisure Marketing, Vol. 5, No. 23, pp. 27-49. Michel, Stefan, 2001. Analyzing Service Failures and Recoveries: A Process Approach, International Journal of Service Industry Management, Vol. 12, No. 1, pp. 20-33. Michel, Stefan and Hochschule fuer Wirtschaft Lucerne, 2002. Exploring the Service Recovery Paradox. Proceedings of 2002 AMA Summer Marketing Educators' Conference, Chicago, IL: American Marketing Association, pp.75-82. Michel, Stefan and Matthew L. Meuter, 2006. The Service Recovery Paradox: True but Overrated? working paper, www.dienstleistungsmarketing.ch/documents/IJSIM -ParadoxMichelMeuter.pdf. Mittal Vikas, William T. Ross Jr., and Patrick M. Baldasare, 1998. The Asymmetric Impact on Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions. Journal of Marketing, Vol. 62, No. 1, pp. 33-47. Morgan, Robert M. and Shelby D. Hunt, 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, Vol.58, No. 3, pp. 20-38. Oh, Haemoon, 2003. Reexamining Recovery Paradox Effects and Impact Ranges of Service Failure and Recovery. Journal of Hospitality & Tourism Research, Vol. 27, No. 4, pp. 402-418. 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, Vol. 14, No. 3, pp. 17-33. Ok, Chihyung, Ki-Joon Back, and Carol W. Shanklin, 2007. Mixed Findings on the Service Recovery Paradox. The Service Industries Journal, Vol. 27, No. 6, pp. 671-686. Oliver, Richard L., 1980. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, Vol. 17, No. 4, pp. 460-469. Oliver, Richard L., 1981. Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing, Vol. 57, No. 3, pp. 25-48. 78 Oliver, Richard L., 1997. Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill. Puccinelli, Nancy M., 2006. Putting Your Best Face Forward: The Impact of Customer Mood on Salesperson Evaluation. Journal of Consumer Psychology, Vol. 16, No. 2, pp. 156-162. Sherman, Jeffrey W., Angela Y. Lee, Gayle R. Bessenoff, and Leigh A. Frost, 1998. Stereotype Efficiency Reconsidered: Encoding Flexibility under Cognitive Load. Journal of Personality and Social Psychology, Vol. 75, No. 3, pp. 589-606. Sherman, Jeffrey W., Frederica R. Conrey, and Carla J. Groom, 2004. Encoding Flexibility Revised: Evidence for Enhanced Encoding of Stereotype-Inconsistent Information Under Cognitive Load. Social Cognition, Vol. 22, No. 2, pp. 214-232. Sherry, David F. and Daniel L. Schacter, 1987. The Evolution of Multiple Memory Systems. Psychological Review, Vol. 94, No. 4, pp. 439-454. Smith, Amy K. and Ruth N. Bolton, 1998. An Experimental Investigation of Service Failure and Recovery: Paradox or Peril? Journal of Service Research, Vol. 1, No. 1, pp. 65-81. Smith, Amy K. and Ruth N. Bolton, 2002. The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments. Journal of the Academy of Marketing Science, Vol. 30, No. 1, pp. 5-23. Spreng, Richard A., Gilbert D. Harrell and Robert D. Mackoy, 1995. Service Recovery: Impact on Satisfaction and Intentions. Journal of Services Marketing, Vol. 9, No. 1, pp. 15-23. Stangor, Charles and David McMillan, 1992. Memory for Expectancy-Congruent and Expectancy-Incongruent Information: A Review of the Social and Social Developmental Literatures. Psychological Bulletin, Vol. 111, No. 1, pp. 42-61. Thaler, Richard H., 1980. Toward a Positive Theory of Consumer Choice. Journal of Economic Behavior and Organization, Vol. 1, No. 1, pp. 39-60. Verhoef, Peter C., Gerrit Antonides and Arnoud N. de Hoog, 2004. Service Encounters as a 79 Sequence of Events: The Importance of Peak Experiences. Journal of Service Research, Vol.7, No.1, pp. 53-64. Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman, 1993. The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, Vol. 21, No. 1, pp. 1-12. Zeithaml, Valerie A., Leonard L. Berry, and A. Parasuraman, 1996. The Behavioral Consequences of Service Quality. Journal of Marketing, Vol. 60, No. 2, pp. 31-47. |
電子全文 Fulltext |
本電子全文僅授權使用者為學術研究之目的,進行個人非營利性質之檢索、閱讀、列印。請遵守中華民國著作權法之相關規定,切勿任意重製、散佈、改作、轉貼、播送,以免觸法。 論文使用權限 Thesis access permission:校內一年後公開,校外永不公開 campus withheld 開放時間 Available: 校內 Campus: 已公開 available 校外 Off-campus:永不公開 not available 您的 IP(校外) 位址是 3.138.204.208 論文開放下載的時間是 校外不公開 Your IP address is 3.138.204.208 This thesis will be available to you on Indicate off-campus access is not available. |
紙本論文 Printed copies |
紙本論文的公開資訊在102學年度以後相對較為完整。如果需要查詢101學年度以前的紙本論文公開資訊,請聯繫圖資處紙本論文服務櫃台。如有不便之處敬請見諒。 開放時間 available 已公開 available |
QR Code |