臺大管理論叢第31卷第1期

27 NTU Management Review Vol. 31 No. 1 Apr. 2021 References 宋永坤與連建章,2015,選擇傳統或廉價航空乘客其影響因素之研究:以「臺北- 大阪」航線為例,運輸學刊,27 卷3 期:311-344。(Sung, Yung-Kun, and Lien, Chien-Chang. 2015. The study of the influential factors of passengers’ choices about full service carriers or low cost carriers: The case of Taipei-Osaka route. Journal of the Chinese Institute of Transportation, 27 (3): 311-344.) 汪志堅與吳宜環,2013,情緒發洩、報復與利他:服務失誤後之線上負面口碑,臺 大管理論叢,24 卷1 期:173-206。(Wang, Chih-Chien, and Wu, Yi-Huan. 2013. Emotional episode, retaliation and altruism: Negative online word-ofmouths after service failure. NTU Management Review, 24 (1): 173-206.) 林素吟,2005,服務品質,滿意度與購買意圖關係之研究:層級干擾迴歸分析之 應用,管理評論,24 卷 2 期:1-17。(Lin, Su-Yin. 2005. The relationship among service quality, satisfaction, and purchase intentions: An application of hierarchical moderator regression analysis. Management Review, 24 (2): 1-17.) 郭德賓、周泰華與杜富燕,2000,服務業顧客滿意評量方法之重新檢驗,臺大管 理論叢,11卷1期:103-132。(Kuo, Te-Ping, Chow, Tai-Hwa, and Duh, FuYann. 2000. A reexamination of customer satisfaction measurement model in service industry. NTU Management Review, 11 (1): 103-132.) 黃俊堯與柳秉佑,2016,消費者線上口碑與評論研究:國內外相關文獻回顧與討 論,臺大管理論叢,26 卷 3 期:215-256。(Huang, Chun-Yao, and Liu, Ping-Yu. 2016. Electronic WOM and online review—a literature review. NTU Management Review, 26 (3): 215-256.) 劉俊廷、吳瑞雲與江朝峰,2017,保險經代人能否提供較佳的理賠服務品質?: 臺灣汽車責任保險實證,臺大管理論叢,27 卷 2 期:119-148。(Liu, Chun-Ting, Wu, Jui-Yun, and Chiang, Chao-Feng. 2017. Do insurance brokers or agents provide superior claim service quality?: Empirical evidence on automobile liability insurance in Taiwan. NTU Management Review, 27 (2): 119-148.) 顧宜錚、李家瑩與黃相翎,2013,有服務品質就足夠嗎?顧客體驗對網站滿意度 之影響,中山管理評論,21 卷 3 期:479-509。(Ku, Yi-Cheng, Li, ChiaYing, and Huang, Hsiang-Ling. 2013. Is service quality enough? The impact of customer experience on website satisfaction. Sun Yat-Sen Management Review, 21 (3): 479-509.)

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