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服務體驗管理:亞洲文獻回顧與未來研究方向

330

(1): 1-36.)

翁良杰,

2014

,雙重層次轉換型領導與服務績效:以主管與部屬交換關係差異性為干

擾變項之多層次、多來源的檢視,

中山管理評論

22

2

期:

369-406

doi:

10.6160/2014.06.05 (Weng, Liang-Chieh. 2014. Delivering superior customer

service through dual-level transformational leadership: A multi-level, multi-source

test of the moderating role of LMX differentiation.

Sun Yat-Sen Management

Review

, 22 (2): 369-406. doi: 10.6160/2014.06.05)

翁良杰與賴薏筑,

2012

,雙重層次轉換型領導、主管與部屬交換關條、與群體凝眾力

對員工服務績效之影響,

交大管理學報

32

1

期:

163-195

(Weng, Liang-

Ch i eh , and La i , Yi -Chu . 2012. Exami n i ng t he e ff ec t s of dua l - l eve l

transformational leadership, LMX, and group cohesiveness on employee service

performance.

Chiao Da Management Review

, 32 (1): 163-195.)

翁瑞宏、黃靖媛與邱柏松,

2008

,醫療服務業關係品質與關係利益對顧客忠誠度的影

響,

中山管理評論

16

3

期:

543-574

(Weng, Rhay-Hung, Huang, Ching-

Yuan, and Chiu, Pe-Song. 2008. The impact of relationship quality and relational

benefit on customer loyalty in healthcare industry.

Sun Yat-Sen Management

Review

, 16 (3): 543-574.)

翁瑞宏、林永宗、黃金安、黃靖媛與林佩蓉,

2012

,不同醫療服務體驗對醫病關係的

影響,

組織與管理

5

1

期:

43-78

(Weng, Rhay-Hung, Lin, Yung-Tsung,

Huang, Jin-An, Huang, Ching-Yuan, and Lin, Pei-Jung. 2012. The impact of

different types of medical experiences on the relationship between healthcare

providers and patients.

Organization and Management

, 5 (1): 43-78.)

徐淑如、董和昇與羅雅嬪,

2008

,網路購物服務失誤、服務補救與顧客滿意度-期望

不一致與知覺公平觀點,

管理評論

27

1

期:

1-24

(Hsu, Shu-Lu, Doong,

Her-Sen, and Lo, Ya-Ping. 2008. Customer satisfaction after service failure and

recovery in online retailing: Expectancy disconfirmation and perceived justice

perspectives.

Management Review

, 27 (1): 1-24.)

徐蕙萍,

2012

,第二次服務失誤和補救的效果,

交大管理學報

32

1

期:

29-59

(Shyu,

Stacy Huey-Pyng. 2012. The effects of second service failure and recovery on

satisfaction and repurchase intention.

Chiao Da Management Review

, 32 (1):

29-59.)

高瑞新,

2006

,領導行為、組織氣氛與服務品質關係之研究-以高雄港務警察局為制,

人力資源管理學報

6

3

期:

95-117

(Kao, Rui-Hsin. 2006. A study on the

relationship among leadership behavior, organizational climate and service quality: