[公告] 有修服務業行銷的進來看一下哦
以下是各組找論文的分配,星期一前給我電子檔+紙本. THX
1.小朱 宛玲
a.Chesbrough, H(2005). Towards a new science for services," Harvard
Business Review.(February), pp.43-44
b.Lovelock, C.H & Gummesson, E.(2004). Whither sevices marketing? In
search of a new paradigm and fresh perspectives. Journal of Service
Research, 7(August), pp. 20-41
c.Wail E.A & Berry, L.L. (2007). The combined effects of the physical
environment and employee behavior on customer perception of
restaurant sevice quality. Cornell Hotel and Restaurant Administration
Quarterly, 48(1), pp. 59-69.
d.Karmarkar, U.(2004). Will you survive the service revolution? Harvard
Busness Review, 82(June). pp. 101-108.
e.Anderson, J., & Markides, C.(2007). Strategic innovation at the base of
the pyramid. MIT Sloan Management Review, Fall. 40(1), 83-88.
3.慶安 藝涵
a.Martila, A. S., & Wirtz, J. (2002). The impact of knowledge types on
the consumer search process-An investigation in the context of credence
services. International Journal of Service Industry Management, 13(3),
pp. 214-230.
b.Heinonen, K. (2004). Reconceptualizing customer perceived value: The
value of time and place. Managing Service Quality, 14(3), pp.205-215.
c.Harns, J., & Blair, E. A. (2006). Consumer preference for product
bundies: The role of reduced search costs. Journal of the Academy of
Marketing Science, 34(4), pp. 506-513.
d.Lagrosen, S. (2005). Effects of the Internet on the marketing
communication of service companies. Journal of Services Marketing, 19(2),
pp. 63-69.
e.Bansal, H.S., & Voyer, P.A (2000). Word-of-mouth process within a service
purchase decision context. Journal of Service Research, 3(2), (November
2000). pp. 166-177.
4.舜雯 輝山
a.Meuter, M.L., Ostrom, A.L., Roundtree, T. I., & Bitner, M. J (2000).
Self-sevice technologies: Understanding customer satisfaction with
technology-based service encounter. Journal of Marketing, 64(July), pp.
50-64.
b.Meuter et al, 2000; Bitner, M. J. (2001). Self-service technologies:
What do customers expect? Marketing Management, (Spring), pp. 10-11.
c.Rayport, L. F., & Jaworski, B. J. (2004). Best face forward. Harvard
Business Review, 82(December).
d.Wangeheim, F.V., & Bayon, T.(2007). Behavioral consequences of
overbooking service capacity. Journal of Marketing, 71(4), pp.36-47.
e.Reimer, A., & Kuehn, R.(2005). The impact of servicescape on
qaulity perception, European Journal of Marketing, 39(7/8), pp. 785-808.
5. 魷魚 靜嘉
a.Nickson, D., Warhurst, C., & Dutton, E. (2005). The importance of attitude
and appearance in the service encounter in retail and hospitality.
Managing Servie Quality, 2, pp. 195-208.
b.Harris, L. C., & Ogbonna, E. (2000). Exploring service sabotage: The
antecedents, types and consequences of frontline, deviant, antiservice
behaviors. Journal of Service Research, 4(3), pp. 163-183.
c.Jong, A. D., Ruyter, K. D., & Lemmink, J.(2004). Antecedents and
consequences of the service climate in boundary-spanning self-
managing service teams. Journal of Marketing, 68(April), pp. 18-35.
d.Lui, Y (2007). The long-term impact of loyalty programs on consumer
purchase behavior and loyalty. Journal of Marketing, 71(4). (October),
pp. 19-35.
e.Reinartz. W. J., & Kumar, V. (2003). The impact of customer relationship
characteristics on profitable lifetime duration. Journal of Marketing, 67
(1), pp. 77-99.
6.思? 菀湘
a.Goldstein, S. M., & Schweikhart, S. b. (2002). Emperical support for the
Baldrige award framework in U.S. hospitals. Health Care Management
Review, 27(1), pp. 62-75.
b.Biolos, J.(2002). Six sigama meets the service economy. Havard Business
Review. (November), pp. 3-5.
c.Kanter, R. M. (2008). Transforming giants. Harvard Business Review,
(January), pp.43-52.
d.Hamm, J. (2006). The five messages leaders must manage. Harvard Business
Review, (May), pp. 115-123.
e.Kasper, H. (2002). Culture and leadership in market-oriented service
organizations. European Journal of Marketing, 36(9/10), pp. 1047-1057.
f.Hill, L. A. (2008). Where will we find tomorrow's leaders? Harvard
Business Review, (January), pp. 123-129.
7. Julia 宏誌
a.Wangenheim, F.V. (2005). Postswitching negative word of mouth. Journal of
Service Research, 8(1), pp. 67-78.
b.Morgan, N. A. & Rego. L. L. (2006). The value of different customer
satisfaction and loyalty metrics in predicting business performance
Marketing Science, 25(5). (September-October), pp. 426-439.
c.Bail, D., Coelho, P.S.,M. J. (2006). Service personalization and loyalty.
Journal of Services Marketing,, 20(6), pp. 391-403.
d.Boulding, W., Staelin, R., Ehret, M., & Johnston, W.J. (2005). A customer
relationship management roadmap: Wha is known, potential pitfalls, and
where to go. Journal of Marketin. 69(4), pp.155-166
e.Kale, S. H. (2004). CRM failure and the seven deadly sins. Marketing
Management. (September/October). pp.42-46.
8.小練 意雯
a. Boulding, W., Staein. R., Ehret. M., & Johnson, W. J.(2005). A customer
relationship management roadmap. What is known, potential pitfalls, and
where to go. Journal of Marketing. 69(4). pp. 155-166.
b. Rigby, D.K., & Ledingham. D.(2004). CRM done right Harvard Business Review
(November). pp. 118-129.
c. Rigby, D.K., Reicheid, F.F., & Schefter, P.(2002). Avoid the four perils
of CRM. Harvard Business Review (February), p.108.
d. White, L., & Yanamandram.V (2007). A model of customer retention of
dissatisfied business services customers. Managing Service Quality.
17(3), pp. 298-316.
e. Wirtz. J., & Kum. D. (2004). Consumer cheating on service guarantees.
Journal of the Academy of Marketin Science, 32(2). pp.159-175.
f. Mele. C.(2007). The synergic relationship between TQM and marketing in
creating customer value. Managing Service Quality, 17(3), pp. 240-258.
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