350 / 372
服務體驗管理：亞洲文獻回顧與未來研究方向
350
Wang, C. Y. 2010. Service quality, perceived value, corporate image, and customer loyalty in
the context of varying levels of switching costs.
Psychology & Marketing
, 27 (3):
252-262. doi: 10.1002/mar.20330
Weijters, B., Rangarajan, D., Falk, T., and Schillewaert, N. 2007. Determinants and
outcomes of customers’ use of self-service technology in a retail setting.
Journal
of Service Research
, 10 (1): 3-21. doi: 10.1177/1094670507302990
Westjohn, S. A., Arnold, M. J., Magnusson, P., Zdravkovic, S., and Zhou, J. X. 2009.
Technology readiness and usage: A global-identity perspective.
Journal of the
Academy of Marketing Science
, 37 (3): 250-265. doi: 10.1007/s11747-008-0130-0
Wharton, A. S., and Erickson, R. I. 1993. Managing emotions on the job and at home:
Understanding the consequences of multiple emotional roles.
Academy of
Management Review
, 18 (3): 457-486. doi: 10.5465/AMR.1993.9309035147
Wind, J., and Rangaswamy, A. 2001. Customerization: The next revolution in mass
customization.
Journal of Interactive Marketing
, 15 (1): 13-32. doi: 10. 1002/
1520-6653(200124)15:1<13::AID-DIR1001>3.0.CO;2-#
Wirtz, J., and Mattila, A. S. 2004. Consumer responses to compensation, speed of recovery
and apology after a service failure.
International Journal of Service Industry
Management
, 15 (2): 150-166. doi: 10.1108/09564230410532484
Wirtz, J., and McColl-Kennedy, J. R. 2010. Opportunistic customer claiming during service
recovery.
Journal of the Academy of Marketing Science
, 38 (5): 654-675. doi: 10.
1007/s11747-009-0177-6
Wolfinbarger, M., and Gilly, M. C. 2003. eTailQ: Dimensionalizing, measuring and
predicting etail quality.
Journal of Retailing
, 79 (3): 183-198. doi: 10.1016/
S0022-4359(03)00034-4
Yen, H. R., Gwinner, K. P., and Su, W. 2004. The impact of customer participation and
servi ce expec t a t ion on Locus a t t r ibut ions fol lowing servi ce fa i lure .
International Journal of Service Industry Management
, 15 (1): 7-26. doi:
10.1108/ 09564230410523312
Yi, Y., Gong, T., and Lee, H. 2013. The impact of other customers on customer citizenship
behavior.
Psychology & Marketing
, 30 (4): 341-356. doi: 10.1002/mar.20610
Yim, C. K., Chan, K. W., and Lam, S. S. 2012. Do customers and employees enjoy service
participation? Synergistic effects of self-and other-efficacy.
Journal of Marketing
,
76 (6): 121-140. doi: 10.1509/jm.11.0205
Zeelenberg, M., and Pieters, R. 2004. Beyond valence in customer dissatisfaction: A review