

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