333 / 372
臺大管理論叢
第
26
卷第
2
期
333
Management Review
, 20 (1): 65-97.)
練乃華與高淑鑾，
2005
，服務業顧客知覺關係狀態與未來關係發展之研究，
管理評論
，
24
卷
4
期：
127-143
。
(Lien, Nai-Hwa, and Kao, Shu-Luan. 2005. The
relationship between service customer’s perceived relationship status and the
development of future intention.
Management Review
, 24 (4): 127-143.)
蔡維奇與黃櫻美，
2002
，員工情緒表達影響因素之研究－以鞋店銷售員為例，
管理評
論
，
21
卷
1
期：
67-84
。
(Tsai, Wei-Chi, and Huang, Yin-Mei. 2002. A study of
factors affecting employee displayed emotions: The case of shoe store sales clerks.
Management Review
, 21 (1): 67-84.)
鄭紹成，
2002
，服務補救滿意構面之探索性研究，
管理評論
，
21
卷
3
期：
49-68
。
(Cheng,
Shao-Cheng. 2002. The satisfactory determinants of service recovery quality: An
exploratory study.
Management Review
, 21 (3): 49-68.)
蕭婉鎔，
2014
，員工每日情緒對情緒勞動之影響：情感事件理論的觀點，
臺大管理論
叢
，
24
卷
2
期：
249-281
。
doi: 10.6226/NTURM2014.OCT.R12002 (Hsiao,
Wan-Jung. 2014. The impact of daily emotion on emotional labor: The perspective
of affective events theory.
NTU Management Review
, 24 (2): 249-281. doi:
10.6226/NTURM2014.OCT.R12002)
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
。
doi: 10.6160/2013.09.01 (Ku, Yi-Cheng, Li,
Chia-Ying, 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. doi: 10.6160/2013.09.01)
Argo, J. J., Dahl, D. W., and Morales, A. C. 2008. Positive consumer contagion: Responses
to attractive others in a retail context.
Journal of Marketing Research
, 45 (6):
690-701. doi: 10.1509/jmkr.45.6.690
Ashforth, B. E., and Humphrey, R. H. 1993. Emotional labor in service roles: The influence
of identity.
Academy of Management Review
, 18 (1): 88-115. doi: 10.5465/AMR.
1993.3997508
Auh, S., Bell, S. J., McLeod, C. S., and Shih, E. 2007. Co-production and customer loyalty
in financial services.
Journal of Retailing
, 83 (3): 359-370. doi: 10.1016/j.jretai.
2007.03.001
Babakus, E., Yavas, U., Karatepe, O. M., and Avci, T. 2003. The effect of management
commitment to service quality on employees’ affective and performance
outcomes.
Journal of the Academy of Marketing Science
, 31 (3): 272-286. doi: