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臺大管理論叢

26

卷第

2

337

An interpersonal influence perspective.

Journal of Marketing

, 54 (3): 68-81. doi:

10.2307/1251817

Curran, J. M., and Meuter, M. L. 2005. Self-service technology adoption: Comparing three

technologies.

Journal of Services Marketing

, 19 (2): 103-113. doi: 10.1108/

08876040510591411

Curran, J. M., Meuter, M. L., and Surprenant, C. F. 2003. Intentions to use self-service

technologies: A confluence of multiple attitudes.

Journal of Service Research

, 5

(3): 209-224. doi: 10.1177/1094670502238916

Dabholkar, P. A. 1996. Consumer evaluations of new technology-based self-service options:

An investigation of alternative models of service quality.

International Journal of

Research in Marketing

, 13 (1): 29-51. doi: 10.1016/0167-8116(95)00027-5

Dabholkar, P. A., and Bagozzi, R. P. 2002. An attitudinal model of technology-based

self-service: Moderating effects of consumer traits and situational factors.

Journal of the Academy of Marketing Science

, 30 (3): 184-201. doi: 10.1177/

0092070302303001

Day, R. L., Grabicke, K., Schaetzle, T., and Staubach, F. 1981. The hidden agenda of

consumer complaining.

Journal of Retailing

, 57 (3): 86-106.

Delery, J. E., and Shaw, J. D. 2001. The strategic management of people in work

organizations: Review, synthesis, and extension. In Rowland, M., and Ferris, G. R.

(Eds.),

Research in Personnel and Human Resource Management

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Greenwich, CT: JAI Press. doi: 10.1016/S0742-7301(01)20003-6

DeWitt, T., and Brady, M. K. 2003. Rethinking service recovery strategies: The effect of

rapport on consumer responses to service failure.

Journal of Service Research

, 6

(2): 193-207. doi: 10.1177/1094670503257048

Ding, D. X., Hu, P. J. H., and Sheng, O. R. L. 2011. e-SELFQUAL: A scale for measuring

online self-service quality.

Journal of Business Research

, 64 (5): 508-515. doi:

10.1016/j.jbusres.2010.04.007

Dong, B., Evans, K. R., and Zou, S. 2008. The effects of customer participation in co-created

service recovery.

Journal of the Academy of Marketing Science

, 36 (1): 123-137.

doi: 10.1007/s11747-007-0059-8

Dong, B., Sivakumar, K., Evans, K. R., and Zou, S. 2015. Effect of customer participation on

service outcomes: The moderating role of participation readiness.

Journal of

Service Research

, 18 (2): 160-176. doi: 10.1177/1094670514551727

Dvir, T., Eden, D., Avolio, B. J., and Shamir, B. 2002. Impact of transformational leadership