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運動俱樂部之客訴處理

參考文獻


Clark, G. L.,Kaminski, P. F.,Rink, D. R.(1992).Consumer complaints: Advice on how companies should respond.Journal of Consumer Marketing.9(3),5-14.
Gilly, M. C.(1987).Post complaint processes: From organization response to repurchase behavior.Journal of Consumer Affairs.17,293-313.
Gronroos, C.(1988).Service quality: The six criteria of good perceived service quality.Review of Business.9,10-13.
Jacoby, J.,Jaccard, J. J.(1981).The sources, meaning & validity of consumer complaining behavior: A psychological review.Journal of Retailing.57,4-24.
Kelley, S. W.,Davis, M. A.(1994).Antecedents to customer expectation for service recovery.Journal of Academy of Marketing Science.22(1),52-61.

被引用紀錄


周毓瀅(2009)。8D結合FMEA與知識管理於降低顧客抱怨發生率之研究-以A公司為例〔碩士論文,國立屏東科技大學〕。華藝線上圖書館。https://doi.org/10.6346/NPUST.2009.00293
林平卿(2008)。客訴處理電子化流程管理-以飲料業為例〔碩士論文,國立中央大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0031-0207200917352920
王盛宇(2010)。從認知腳本的觀點探討健身俱樂部服務接觸之研究〔碩士論文,朝陽科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0078-0601201112112871

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