343 / 372
臺大管理論叢
第
26
卷第
2
期
343
Journal of Service Industry Management
, 17 (5): 497-517. doi: 10.1108/
09564230610689795
. 2011. Assessing the self-service technology encounters: Development and
validation of SSTQUAL scale.
Journal of Retailing
, 87 (2): 194-206. doi: 10.
1016/j.jretai.2011.02.006
Lin, J. S. C., and Liang, H. Y. 2011. The influence of service environments on customer
emotion and service outcomes.
Managing Service Quality: An International
Journal
, 21 (4): 350-372. doi: 10.1108/09604521111146243
Lin, J. S. C., and Lin, C. Y. 2011. What makes service employees and customers smile:
Antecedents and consequences of the employees’ affective delivery in the service
encounter.
Journal of Service Management
, 22 (2): 183-201. doi: 10.1108/
09564231111124217
Liu, Y., and Jang, S. C. S. 2009. The effects of dining atmospherics: An extended Mehrabian-
Russell model.
International Journal of Hospitality Management
, 28 (4): 494-
503. doi: 10.1016/j.ijhm.2009.01.002
Lovelock, C., and Wirtz, J. 2012.
Services Marketing: People, Technology, Strategy
. Upper
Saddle River, NJ: Pearson.
Lovelock, C. H., and Young, R. F. 1979. Look to consumers to increase productivity.
Harvard Business Review
, 57 (3): 168-178.
Martin, C. L. 1996. Customer-to-customer relationships: Satisfaction with other consumers’
public behavior.
Journal of Consumer Affairs
, 30 (1): 146-169. doi: 10.1111/j.
1745-6606.1996.tb00729.x
Martin, C. L., and Pranter, C. A. 1989. Compatibility management: Customer-to-customer
relationships in service environments.
Journal of Services Marketing
, 3 (3): 5-15.
doi: 10.1108/EUM0000000002488
Mattila, A. S., and Patterson, P. G. 2004a. The impact of culture on consumers’ perceptions
of service recovery efforts.
Journal of Retailing
, 80 (3): 196-206. doi: 10.1016/
j.jretai.2004.08.001
. 2004b. Service recovery and fairness perceptions in collectivist and
individualist contexts.
Journal of Service Research
, 6 (4): 336-346. doi: 10.1177/
1094670503262947
Maute, M. F., and Forrester, W. R. 1993. The structure and determinants of consumer
complaint intentions and behavior.
Journal of Economic Psychology
, 14 (2): 219-
247. doi: 10.1016/0167-4870(93)90001-2