参考文献
|
-
Clark, G. L.,Kaminski, P. F.,Rink, D. R.(1992).Consumer complaints: Advice on how companies should respond.Journal of Consumer Marketing,9(3),5-14.
-
Gilly, M. C.(1987).Post complaint processes: From organization response to repurchase behavior.Journal of Consumer Affairs,17,293-313.
-
Gronroos, C.(1988).Service quality: The six criteria of good perceived service quality.Review of Business,9,10-13.
-
Jacoby, J.,Jaccard, J. J.(1981).The sources, meaning & validity of consumer complaining behavior: A psychological review.Journal of Retailing,57,4-24.
-
Kelley, S. W.,Davis, M. A.(1994).Antecedents to customer expectation for service recovery.Journal of Academy of Marketing Science,22(1),52-61.
-
Kotler, P.,Armstrong, G.(2001).Principles of marketing.New Jersey:Prentice-Hill.
-
Lovelock, C. H.(1996).Services marketing.New Jersey:Prentice-Hill.
-
Schibrowsky, J. A.,Lapidus, R. S.(1994).Gaining a competitive advantage by analyzing aggregate complaints.Journal of Consumer Marketing,11(1),15-26.
-
Singh, J.(1988).Consumer complaint intentions and behaviors: Definitional and taxonomical issues.Journal of Marketing,52,93-107.
-
Stauss, B.,Schoeler, A.(2004).Complaint management profitability: What do complaint managers know?.Managing Service Quality,14(2),147-156.
-
Tax, S. S.,Brown, S. W.(1998).Recovering and learning from service failure.Sloan Management Review,40(1),75-88.
-
王宗男(2005)。碩士論文(碩士論文)。台南市,國立成功大學管理研究所。
-
姜慧嵐(2005)。健身產業人力運用現況與管理趨勢。國民體育季刊,34(2),76-82。
-
張閔棟(2002)。碩士論文(碩士論文)。桃園縣,國立中央大學資訊管理學系。
|