

臺大管理論叢
第
26
卷第
2
期
335
Berry, L. L., and Parasuraman, A. 2004.
Marketing Services: Competing Through Quality
.
New York, NY: Simon and Schuster.
Bitner, M. J. 1990. Evaluating service encounters: The effects of physical surroundings and
employee responses.
Journal of Marketing
, 54 (2): 69-82. doi: 10.2307/1251871
. 1992. Servicescapes: The impact of physical surroundings on customers and
employees.
Journal of Marketing
, 56 (2): 57-71. doi: 10.2307/1252042
Bitner, M. J., Booms, B. H., and Tetreault, M. S. 1990. The service encounter: Diagnosing
favorable and unfavorable incidents.
Journal of Marketing
, 54 (1): 71-84. doi:
10.2307/1252174
Bitner, M. J., Brown, S. W., and Meuter, M. L. 2000. Technology infusion in service
encounters.
Journal of the Academy of Marketing Science
, 28 (1): 138-149. doi:
10.1177/0092070300281013
Bitner, M. J., Zeithaml, V. A., and Gremler, D. D. 2010. Technology’s impact on the Gaps
Model of Service Quality. In Maglio, P. P., Kieliszewski, C. A., and Spohrer, J. C.
(Eds.),
Handbook of Service Science
: 197-218. New York, NY: Springer. doi:
10.1007/978-1-4419-1628-0_10
Blodgett, J. G., Granbois, D. H., and Walters, R. G. 1993. The effects of perceived justice on
complainants’ negative word-of-mouth behavior and repatronage intentions.
Journal of Retailing
, 69 (4): 399-428. doi: 10.1016/0022-4359(93)90015-B
Bowen, D. E., and Schneider, B. 2014. A service climate synthesis and future
research agenda.
Journal of Service Research
, 17 (1): 5-22. doi: 10.1177/
1094670513491633
Brotheridge, C. M., and Grandey, A. A. 2002. Emotional labor and burnout: Comparing two
perspectives of “people work”.
Journal of Vocational Behavior
, 60 (1): 17-39.
doi: 10.1006/jvbe.2001.1815
Bycio, P., Hackett, R. D., and Allen, J. S. 1995. Further assessments of Bass’s (1985)
conceptualization of transactional and transformational leadership.
Journal of
Applied Psychology
, 80 (4): 468-478. doi: 10.1037//0021-9010.80.4.468
Castro, D., Atkinson, R. D., and Ezell, S. J. 2010.
Embracing the self-service economy
.
http://ssrn.com/abstract=1590982.Accessed Aug. 10, 2015.
Chan, K. W., Yim, C. K., and Lam, S. S. 2010. Is customer participation in value creation a
double-edged sword? Evidence from professional financial services across
cultures.
Journal of Marketing
, 74 (3): 48-64. doi: 10.1509/jmkg.74.3.48
Chau. S., Dahling. J. J., Levy, P. E., and Diefendorff. J. M. 2009. A predictive study of