Table of Contents Table of Contents
Previous Page  342 / 372 Next Page
Information
Show Menu
Previous Page 342 / 372 Next Page
Page Background

服務體驗管理:亞洲文獻回顧與未來研究方向

342

Kelley, S. W., and Davis, M. A. 1994. Antecedents to customer expectations for service

recovery.

Journal of the Academy of Marketing Science

, 22 (1): 52-61. doi:

10.1177/0092070394221005

Kelley, S. W., Hoffman, K. D., and Davis, M. A. 1993. A typology of retail failures and

recoveries.

Journal of Retailing

, 69 (4): 429-452. doi: 10.1016/0022-4359

(93)90016-C

Kim, W. G., and Moon, Y. J. 2009. Customers’ cognitive, emotional, and actionable response

to the servicescape: A test of the moderating effect of the restaurant type.

International Journal of Hospitality Management

, 28 (1): 144-156. doi: 10.1016/

j.ijhm.2008.06.010

Lai, F., Griffin, M., and Babin, B. J. 2009. How quality, value, image, and satisfaction create

loyalty at a Chinese telecom.

Journal of Business Research

, 62 (10): 980-986.

doi: 10.1016/j.jbusres.2008.10.015

Lazarus, R. S. 1991. Cognition and motivation in emotion.

American Psychologist

, 46 (4):

352-367. doi: 10.1037/0003-066X.46.4.352

Lengnick-Hall, C. A. 1996. Customer contributions to quality: A different view of the

customer-oriented firm.

Academy of Management Review

, 21 (3): 791-824. doi:

10.5465/AMR.1996.9702100315

Liao, H., and Chuang, A. 2004. A multilevel investigation of factors influencing employee

service performance and customer outcomes.

Academy of Management Journal

,

47 (1): 41-58. doi: 10.2307/20159559

. 2007. Transforming service employees and climate: A multilevel, multisource

examination of transformational leadership in building long-term service

relationships.

Journal of Applied Psychology

, 92 (4): 1006-1019. doi: 10.1037/

0021-9010.92.4.1006

Liao, H., Toya, K., Lepak, D. P., and Hong, Y. 2009. Do they see eye to eye? Management

and employee perspectives of high-performance work systems and influence

processes on service quality.

Journal of Applied Psychology

, 94 (2): 371-391. doi:

10.1037/a0013504

Lin, C. H., Shih, H. Y., and Sher, P. J. 2007. Integrating technology readiness into technology

acceptance: The TRAM model.

Psychology & Marketing

, 24 (7): 641-657. doi:

10.1002/mar.20177

Lin, J. S. C., and Hsieh, P. L. 2006. The role of technology readiness in customers’

percept ion and adopt ion of se l f - servi ce t echnologi es .

Int ernat ional