340 / 372
服務體驗管理：亞洲文獻回顧與未來研究方向
340
Hess, R. L., Ganesan, S., and Klein, N. M. 2003. Service failure and recovery: The impact of
relationship factors on customer satisfaction.
Journal of the Academy of
Marketing Science
, 31 (2): 127-145. doi: 10.1177/0092070302250898
Hightower, R., Brady, M. K., and Baker, T. L. 2002. Investigating the role of the physical
environment in hedonic service consumption: An exploratory study of sporting
events.
Journal of Business Research
, 55 (9): 697-707. doi: 10.1016/S0148-
2963(00)00211-3
Hobfoll, S. E. 2002. Social and psychological resources and adaptation.
Review of General
Psychology
, 6 (4): 307-324. doi: 10.1037/1089-2680.6.4.307
Hochschild, A. 1983.
The Managed Heart: Communication of Human Feeling
. Berkeley,
CA: University of California Press.
Hofmann, D. A., and Morgeson, F. P. 1999. Safety-related behavior as a social exchange:
The role of perceived organizational support and leader-member exchange.
Journal of Applied Psychology
, 84 (2): 286-296. doi: 10.1037//0021-9010.
84.2.286
Hofstede, G. 1983. The cultural relativity of organizational practices and theories.
Journal of
International Business Studies
, 14 (2): 75-89. doi: 10.1057/palgrave.jibs.8490867
. 1994. Management scientists are human.
Management Science
, 40 (1): 4-13. doi:
10.1287/mnsc.40.1.4
Holbrook, M. B., and Hirschman, E. C. 1982. The experiential aspects of consumption:
Consumer fantasies, feelings, and fun.
Journal of Consumer Research
, 9 (2):
132-140. doi: 10.1086/208906
Holloway, B. B., and Beatty, S. E. 2008. Satisfiers and dissatisfiers in the online
environment: A critical incident assessment.
Journal of Service Research
, 10 (4):
347-364. doi: 10.1177/1094670508314266
Hong, Y., Liao, H., Hu, J., and Jiang, K. 2013. Missing link in the service profit chain: A
meta-analytic review of the antecedents, consequences, and moderators of service
climate.
Journal of Applied Psychology
, 98 (2): 237-267. doi: 10.1037/a0031666
Huang, W. H. 2008. The impact of other-customer failure on service satisfaction.
International Journal of Service Industry Management
, 19 (4): 521-536. doi:
10.1108/09564230810891941
Hui, M. K., and Bateson, J. E. K. 1991. Perceived control and the effect of crowding and
consumer choice on the service experience.
Journal of Consumer Research
, 18
(2): 174-184. doi: 10.1086/209250