348 / 372
服務體驗管理：亞洲文獻回顧與未來研究方向
348
Research
, 36 (3): 356-372. doi: 10.2307/3152082
Solomon, M. R., Surprenant, C., Czepiel, J. A., and Gutman, E. G. 1985. A role theory
perspective on dyadic interactions: The service encounter.
Journal of Marketing
,
49 (1): 99-111. doi: 10.2307/1251180
Sorescu, A., Frambach, R. T., Singh, J., Rangaswamy, A., and Bridges, C. 2011. Innovations
in retail business models.
Journal of Retailing
, 87 (Supplement-1): S3-S16. doi:
10.1016/j.jretai.2011.04.005
Spangenberg, E. R., Crowley, A. E., and Henderson, P. W. 1996. Improving the store
environment: Do olfactory cues affect evaluations and behaviors?.
Journal of
Marketing
, 60 (2): 67-80. doi: 10.2307/1251931
Sun, L. Y., Aryee, S., and Law, K. S. 2007. High-performance human resource practices,
citizenship behavior, and organizational performance: A relational perspective.
Academy of Management Journal
, 50 (3): 558-577. doi: 10.5465/AMJ. 2007.
25525821
Susskind, A. M., Kacmar, K. M., and Borchgrevink, C. P. 2003. Customer service providers’
attitudes relating to customer service and customer satisfaction in the customer-
server exchange.
Journal of Applied Psychology
, 88 (1): 179-187. doi: 10.1037/
0021-9010.88.1.179
Swanson, S. R., and Kelley, S. W. 2001. Service recovery attributions and word-of-mouth
intentions.
European Journal of Marketing
, 35 (1-2): 194-211. doi: 10.1108/
03090560110363463
Tan, H. H., Foo, M. D., Chong, C. L., and Ng, R. 2003. Situational and dispositional
predictors of displays of positive emotions.
Journal of Organizational Behavior
,
24 (8): 961-978. doi: 10.1002/job.231
Tax, S. S., and Brown, S. W. 2000. Service recovery: Research insights and practices. In
Swartz, T. A., and Iacobucci, D. (Eds.),
Handbook of Services Marketing &
Management
: 271-268. Thousand Oaks, CA: SAGE Publications Ltd. doi:
10.4135/9781452231327.n19
Thomas, J. S. 2001. A methodology for linking customer acquisition to customer retention.
Journal of Marketing Research
, 38 (2): 262-268. doi: 10.1509/jmkr.38. 2.262.
18848
Thomas, J. S., Blattberg, R. C., and Fox, E. J. 2004. Recapturing lost customers.
Journal of
Marketing Research
, 41 (1): 31-45. doi: 10.1509/jmkr.41.1.31.25086
Tsai, W. C. 2001. Determinants and consequences of employee displayed positive emotions.