349 / 372
臺大管理論叢
第
26
卷第
2
期
349
Journal of Management
, 27 (4): 497-512. doi: 10.1177/014920630102700406
Tsai, W. C., and Huang, Y. M. 2002. Mechanisms linking employee affective delivery and
customer behavioral intentions.
Journal of Applied Psychology
, 87 (5): 1001-
1008. doi: 10.1037/0021-9010.87.5.1001
Tsikriktsis, N. 2004. A technology readiness-based taxonomy of customers: A replication
and extension.
Journal of Service Research
, 7 (1): 42-52. doi: 10.1177/
1094670504266132
Turley, L. W., and Milliman, R. E. 2000. Atmospheric effects on shopping behavior: A
review of the experimental evidence.
Journal of Business Research
, 49 (2): 193-
211. doi: 10.1016/S0148-2963(99)00010-7
Vargo, S. L., and Lusch, R. F. 2004. Evolving to a new dominant logic for marketing.
Journal of Marketing
, 68 (1): 1-17. doi: 10.1509/jmkg.68.1.1.24036
. 2008. Service-dominant logic: Continuing the evolution.
Journal of the Academy
of Marketing Science
, 36 (1): 1-10. doi: 10.1007/s11747-007-0069-6
Verhoef, P. C. 2003. Understanding the effect of customer relationship management efforts
on customer retention and customer share development.
Journal of Marketing
, 67
(4): 30-45. doi: 10.1509/jmkg.67.4.30.18685
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., and Schlesinger,
L. A. 2009. Customer experience creation: Determinants, dynamics and
management strategies.
Journal of Retailing
, 85 (1): 31-41. doi: 10.1016/j.jretai.
2008.11.001
Wakefield, K. L., and Blodgett, J. G. 1994. The importance of servicescapes in leisure
service settings.
Journal of Services Marketing
, 8 (3): 66-76. doi: 10.1108/
08876049410065624
. 1996. The effect of the servicescape on customers’ behavioral intentions in leisure
service settings.
Journal of Services Marketing
, 10 (6): 45-61. doi: 10.1108/
08876049610148594
. 1999. Customer response to intangible and tangible service factors.
Psychology &
Marketing
, 16 (1) 51-68. doi: 10.1002/(SICI)1520-6793(199901)16:1<51::AID-
MAR4>3.0.CO;2-0
Walumbwa, F. O., Hartnell, C. A., and Oke, A. 2010. Servant leadership, procedural justice
climate, service climate, employee attitudes, and organizational citizenship
behavior: A cross-level investigation.
Journal of Applied Psychology
, 95 (3): 517-
529. doi: 10.1037/a0018867