台灣國際觀光旅館內部服務品質強化關鍵之研究__臺灣人文及社會科學引文索引資料庫

:::

詳目顯示

第 1 筆 / 總合 1 筆

/1頁

論文基本資料
摘要
外文摘要
參考文獻

題名：	台灣國際觀光旅館內部服務品質強化關鍵之研究
作者：	蕭靜雅
作者(外文)：	Ching-Ya Hsiao
校院名稱：	淡江大學
系所名稱：	管理科學學系博士班
指導教授：	張紘炬
學位類別：	博士
出版日期：	2012
主題關鍵詞：	修正式德菲法；SERVQUAL量表；內部服務品質；Kano模式；Modified Delphi Method；SERVQUAL；Internal Service Quality
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:2 共同引用:0 點閱:39

隨著企業對員工滿意度的重視，內部服務品質成為矚目的焦點。很多的研究顯示，滿意內部顧客是滿意外部顧客的先決條件，對內部顧客提供好的服務品質是重要的。近年來旅館業成為各種服務業產業中發展極為迅速的業別之一，面對外在環境的變遷及內部組織的要求，管理者是造就內部服務品質的重要幕後推手，而內部服務品質影響員工滿意度，進而影響顧客滿意度，最終則導致企業的獲利與否，是現今旅館業管理階層重視之課題。
本研究依據相關文獻和Parasuraman et al. (1988) 所建構之測量服務品質SERVQUAL量表包含有形性 (Tangibles)、可靠性 (Reliability)、反應性 (Responsiveness)、保證性 (Assurance) 和同理心 (Empathy) 五個構面，擬定出29題與內部服務品質的重要度和滿意度問項，作為本研究發展量表之基礎構面。並採用修正式德菲法（Modified Delphi Method），蒐集專家群體意見，藉以成功建構內部服務品質強化關鍵指標。利用Kano 二維模式歸類出旅館內部員工對服務品質屬性分類選項，同時將這些指標透過重要-表現程度分析法（Important-Performance Analysis; IPA），找出重要度與滿意度之首要關鍵屬性分布狀況，並據以作為國際觀光旅館業者進行內部服務品質強化改善時之重要參考。
研究結果顯示，旅館業欲提升服務品質應該優先改善的內部服務品質要素，如旅館有完善的工作環境及現代設備、旅館提供員工有整齊的服裝與乾淨外表、旅館提供設施與員工所提供的服務相配合、旅館對外發布的訊息與內部實際執行的政策應具有一致性、旅館制訂的績效評估方法是公平的、旅館會落實輪調制度、旅館內部願意傾聽我的感受等是提升旅館業未來強化服務品質的關鍵指標。

以文找文

As multinational enterprises pay increasingly attention to employee satisfaction, internal service quality has become an important focus. Many studies have revealed that satisfaction of internal customers is a prerequisite for satisfaction of external customers, and providing good service quality to internal customers is crucial. The hotel industry is one of the fast-developing service industries in recent years. In face of external environmental changes and internal organizational demands, hotel managers play an important role in improvement of their internal service quality. Internal service quality affects employee satisfaction, which will further affect customer satisfaction and profitability of the enterprise. Therefore, this is an important issue for hotel management.
Based on related literatures and Parasuraman et al. (1988), In this article, the dimensions of SERVQUAL were tangibles, reliability, responsiveness, assurance and empathy. Upon the five dimensions, the study to develops 29 questionnaire in relation with the importance and satisfaction of internal service quality. The study also uses Modified Delphi Method to collect the experts’ opinions to construct key indicators regarding strengthen of internal service quality.
After the questionnaire survey, the attributes of internal service quality were classified using the Kano model. Through importance-performance analysis, key attributes in terms of importance and satisfaction were obtained. These attributes could be an important reference for hotel operators when improving their internal service quality.
The research result shows that the factors that hotel industry should adopt to enhance the internal service quality are: the hotel is a complete work environment and has modern facilities, the hotel provides employees with neat clothes and a clean appearance, the facilities provided by the hotel are consistent with service provided by the staff, information relayed externally by the hotel and actual policies implemented internally should be consistent, the effectiveness evaluation method set by the hotel is fair, the hotel will implement the rotation system and hotel internals are willing to understand my feelings. They are the key indicators that strength the future service quality of hotel industry.

以文找文

一、中文部分
丁國璽（2003）。影響飯店業服務品質因素之研究。朝陽科技大學休閒事業管理系碩士論文。
小嶋外弘 (1972)。新消費者心理的研究。日本生産性本部，頁70。
石川馨 (1975) 。講座－品質解析第一講。品質管理，第24 卷第1 期，頁70-
82 。
台灣經濟研究院 (2010)。觀光旅遊業訪談報導-台灣觀光產業現況與政策展望。下載日期：2010 年7月5 日。取自：
http://tie.tier.org.tw/db/content/index.asp?sid=0A159498625996675542andmainIndustryCategorySIds=0A007646523120985978。
交通部觀光局（2010）。交通部觀光局觀光旅館業管理資訊系統。下載日期：
2010 年9 月20 日。取自：http://t-hotel.tbroc.gov.tw/prepare/List.asp。
交通部觀光局（2011）。交通部觀光局觀光政策年度施政重點。下載日期：2011 年3月5 日。取自：
取自：http://admin.taiwan.net.tw/public/public.aspx?no=122。
行政院主計處（2011）。中華民國統計資訊網－行業標準分類。下載日期：2011 年5月10 日。取自：
http://www.stat.gov.tw/ct.asp? xItem=28854andctNode=1309。
交通部觀光局（2012）。行政資訊系統旅館業相關統計。下載日期：2012 年1月16日。取自：http://admin.taiwan.net.tw/statistics/year.aspx?no=134。
交通部觀光局（2011）。台灣地區觀光旅館營運統計月報。下載日期：2011 年
6月30 日。取自：
http://admin.taiwan.net.tw/upload/statistic/20110524/78250d8e-eaea-4df0-9040-d22e76a00958.xls。
林億明、孔維新、張晉綸（2009）。準固定要素與台灣國際觀光旅館之生產力變動。 2009 生產力與效率特刊，頁191- 225 。 new window

狩野紀昭、瀨樂信彥、高橋文夫、新一 (1984)。有魅力的品質與應該有的品質。品質管制月刊，第21卷第45期，頁33-41。
張益倉 (2011)。旅館產業經濟效益之評估分析。國立屏東商業技術學院休閒遊憩與創意產業管理研究所碩士論文。
楊錦洲 (2003)。二維品質模式在服務品質上之應用。品質管制月刊，第29卷第5 期，頁27-33。
裴佳雯（2009）。以Kano模式探討觀光工廠體驗行銷要素之研究。國立新竹教育大學人資處社會學習領域碩士論文。
賴美蘭（2006）。壽險公司教育訓練評鑑指標之建構。銘傳大學風險管理與保險學系碩士論文。

二、英文部分
Anastasi, A. ( 1988 ). Psychological testing. 6th edition. New York : Macmillan.
Anosike, U.P. and Ahmed, P.K. (2009). Internal marketing: Focus on practice. International Journal of Management Practice, 3(4), 369-382.
Antony, J., Antony, F.J. and Ghosh, S. (2004). Evaluating service quality in a UK hotel chain: A case study. International Journal of Contemporary Hospitality Management, 16(6), 380-384.
Bech Serrat, J.M. (2011). Quality of hotel service and consumer protection: A European contract law approach. Tourism Management, 32(2), 277-287.
Berry, L.L. (1981). The employee as customer. Journal of Retail Banking, 3(3), 25-28.
Berry, L.L., Zeithami, V.A. and Parasuraman, A. (1985). Quality Counts in Services, too. Business Horizons, 44-52.
Berry, L.L., and Parasuraman, A. (1991). Marketing Services: Competing through Quality. New York: The Free.
Berger, C., Blauth, R., Boger, D., Bolster C., Burchill, G., Duouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M. and Walden, D. (1993). Kano’s Methods for Understanding Customer-defined Quality, The Center for Quality Management Journal, 2(4), 2-36.
Boshoff, C. and Mels, G. (1995). A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality. European Journal of Marketing, 29(2), 23-42.
Boshoff, C. and Tait, M. (1996). Quality perceptions in the financial services sector: the potential impact of internal marketing. The International Journal of Service Industry Management, 17(5), 5-31.
Bouranta, N., Chitiris, L. and Papavantis, J. (2009). The relationship between internal and external servicequality. International Journal of Contemporary hospitality Management, 21(3), 257-293.
Brown, T.J., Chuchill, G.A. and Peter, J.P. (1993). Research note: Improving the measurement of service quality. Journal of Retailing, 69, 127-139.
Carbery, R., Garavan, T.N., O,Brien, F. and McDonnell, J. (2003). Predicting hotel managers turnover cognitions. Journal of Management Psychology, 18(7), 649-679.
Chapman, C.B. (1993). Environmental monitoring and Assessment Program guide. Research Triangle Park, NC: EMAP Research and Assessment Center, Environmental Monitoring and Assessment Program, Office of Research and Development, U. S. Environmental Protection Agency.
Chapman, R.G. (1993). Brand performance comparatives. Journal of Products and Brand Management, 2 (1), 42-50.
Chen, Y.H. and Su, C.T. (2006). A Kano-CKM Model for Customer Knowledge discovery. Total Quality Management and Business Excellence, 17(5), 589-608.
Choi, T. (1999). An importance-performance analysis of hotel selection factors in Hong Kong hotel industry: A analysis of business and leisure travelers. Tourism Management, 21, 363-377.
Choi, T. and Chu, R.K.S. (2000). Levels of Satisfaction among Asian and Western Travelers. The International Journal of Quality and Reliability Management, 17 (2), 116-131.
Churchill, G. A. and Surprenant, C. (1982). An Investigation Into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491-504.
Cooper, J. and Cronin, J.J. (2000). Internal Marketing: A competitive strategy for the long-term care industry. Journal of Business Research, 48(3), 177-181.
CQM (1993). A special issues on Kano’s Methods for Understanding Customer-Defined Quality. Journal of Quality Management, 2(4), 3-35.
Crawford S. and Getty A. (1991). An Investigation into the Determinates of Customer Satisfaction. Journal of Marketing Research, 19, 104-162.
Cronbach, L.J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16, 297-334.
Dalkey, N.C. (1969). The Delphi method: An experimental study of group opinion. CA: Rand.
Dawkins, P. and Reichheld, F. (1990). Customer Retention as a Competitive Weapon.
Directors and Boards, 14(1), 42-47.
Delbecq, A.L., Van de Ven, A.H. and Gustafson, D.H. (1986). Group techniques for program planning: A guide to nominal group and Delphi processes. Middleton, WI: Green Briar Press
Deng, W.J., Chen, W.C. and Pei, W. (2008). Back-propagation neural network base importance-performance analysis for determining critical service attributes. Expert Systems with Applications, 34(2), 1115-1125.
Enright, M.J. and Newton, J. (2004). Tourism destination competitiveness: a quantitative approach. Tourism Management, 25(6), 777-788.
Enz, C.A. (2001). What Keeps You Up at Night? Key Issues of Concern for Lodging Managers. Cornell Hotel and Restaurant Administration Quarterly, 42(2), 38-45.
Farmer, T.W., Quinn, M.M., Hussey, W. and Holahan, T. (2001). The development of disruptive behavioral disorders and correlated constraints: Implications for intervention. Behavioral Disorders, 26, 117-130.
Fantazy, K.A., Kumar, V. and Kumar, U. (2010). Supply management practices and performance in the Canadian hospitality industry. International Journal of Hospitality Management, 29 (4), 685-693.
Frost, F.A. and Kumar, M. (2001). Service quality between internal customers and internal suppliers in an international airline. International Journal of Quality and Reliability Management, 18(4), 371-386.
Gay, L.R. (1992). Educational Research Competencies for analysis and Application. New York: Macmillan.
Ghartey, E.E. (1993). Causal relationship between exports and economic growth: Some empirical evidence in Taiwan, Japan and the US. Applied Economics, 25(9), 1145-1152.
Green, H., Hunter, C. and Moore B. (1990). Assessing the environmental impact of tourism development：Using the Delphi technique. Tourism Management, 11(2), 111-120.
Greene, W.E., Gary, D.W. and Larry, J.S. (1994). Internal Marketing: The Key to External Marketing Success. Journal of Services Marketing, 5, 29-37.
Grönroos, C. (1981). Internal Marketing-An Integral Past of Marketing Theory. In Donnelly, J.H., and George, W.R. (eds.). Marketing of Service, American Association Proceedings Service, 236-238.
Grönroos, C. (1982a). Internal Marketing-Theory and Practice. In American Marketing Association Services Marketing Conference Proceedings, 41-47.
Grönroos, C. (1982b). An applied service marketing theory. European Journal of Marketing, 16(7), 30-41.
Grönroos, C. (1983). Innovative Marketing Strategies and Organization Structures for Service Firm. In Emerging Perspectives on Services Marketing, Edited by Berry, L.L., Shostack, G.L. and Upah, G.D., AMA, 9-12.
Guadagnolo, F. (1985). The importance-performance analysis: An evaluation and marketing tool. Journal of Park and Recreation Administration, 3(2), 13-22.
Gummesson, E. (1987). The new marketing-developing long-term interactive relationships. Long Range Planning, 20(4), 10-20.
Gursoy, D., McCleary, K.W. (2004). Traveler’s prior knowledge and its impact on their information search behavior. Journal of Hospitality and Tourism Research, 28(1), 66-94.
Ha, M.S. (2003). A Comparison of Service Quality at Major Container Ports: Implications for Korean Ports. Journal of Transport Geography, 11(2), 131-137.
Hallowell, R., Schlesinger, L.A. and Zornitsdy J. (1996). Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management. Human Resource Planning, 19(2), 20-31.
Hart, C.W. (1995). The Power of Internal Guarantees. Harvard Business Review, 73(1), 64-73.
Hasson, F., Keeney, S. and McKenna, H. (2000). Research guidelines for the Delphi survey technique. Journal of Advanced Nursing, 4, 1008-1015.
Hawes, J.M. and Rao, C.P. (1985). Using importance-performance analysis to develop health care marketing strategies. Journal of Health Care Marketing, 5, 19-25.
Herzberg, F., Mausner, B. and Snyderman, B. (1959). The Motivation to Work, New York: John Wiley and Sons, lnc.
Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. and Schlesinger, L.A. (1994). Putting the Service Profit Chain to Work. Harvard Business Review, 72(2), 164-174.
Holden, M.C. and Wedman, J.F. (1993). Future issues of computer-mediated communication: The results of a Delphi study. Educational technology research and development, 4(1), 5-24.
Hollenhorst, S., Olson, D. and Fortney, R. (1992). Use of Importance-Performance Analysis to Evaluate State Park Cabins: the Case of the West Virginia State Park System. Journal of Park and Recreation Administration, 10 (1), 1-11.
Hallowell, Schlesinger, L.A. and Zornitsky, J. (1996). Internal service quality, customer and job satisfaction: linkages and implications for management. Human Resource Planning, 19(2), 20-31.
Huana, T.C., Beamanb, J. and Shelbyc, L.B. (2002). Using action-grids in tourism management. Tourism Management, 23(3), 255-264.
Hudson, M.F. (1988). A Delphi study of elder mistreatment: theoretical definitions, empirical referents and taxonomy. The University of Texas at Austin, Thesis (Ph.D.)
Israeli, A. (2007a). Crisis management in the restaurant industry. International Journalof Hospitality Management, 26(4), 807-823.
Israeli, A. (2007b). Effectiveness and efficiency of managers: are they doing what they can or all they can? Tourism Economics, 13(2), 181-195.
Jane, A.C. and Dominguez, S.M. (2003). Citizens’ Role in Health Services：Satisfaction Behavior：Kano’s Model, Part. Quality Management in Health Care, 12(1). 72-80.
Jin, J.C. (1995). Export-led growth and four little dragons. Journal of International Trade and Economic Development, 4(2), 203-215.
Jones, C.R. (1996). Customer satisfaction assessment for internal supplier. Management Services, 40, 16-18.
Joseph, W.B. (1996). Internal marketing builds service quality. Marketing Review, 16(1), 54-59.
Kano, N. (2000). Life Cycle of Quality and Attractive Quality Creation. Proceedings of Quality Excellence in New Millennium The 14th Asia Quality Symposium 2000 Taipei, 7~11.
Kano, N., Seraku, Takahashi, N.F. and Tsuji, S. (1984). Attractive Quality and Must-Be Quality. Hinshitsu (Quality). The Journal of the Japanese Society for Quality Control, 14 (2), 39-48.
Kang, G.D., James, J. and Alexandris, K. (2002). Measurement of internal service quality: application of the SERVQUAL battery to internal service quality. Managing Service Quality, 12 (5), 278-291.
Krathwohl, D.R. (1993). Methods of educational and social science reseach: an integrated approach. New York: Longman Publishing Group.
Kondo, Y. (2001). Customer Satisfaction: How Can I Measure It? Total Quality Management and Business Excellence, 12 (7and8), 867-872.
Lee, Y.H. and Chen, T.L. (2006). An application of Kano two-dimensional quality modelin the Taiwan hot spring hotels service quality evaluations. The Journal of American Academy of Business, 8(2), 301-306.
Lehtinen, U. and Lehtinen, J. (1982). Service quality: a study of quality dimensions. Stirling: Proceedings of the Ⅱ World Marketing Conference.
Linstone, H.A. and Murray T. (1975). The Delphi Method: Techniques and Applications. Addison-Wesley Publishing Company.
Lucas, R. (1999). Survey research. In: B. Brotherton (Ed.), The Handbook of Contemporary Hospitality Management Research, 77-95. New York: Willy.
Liu, M.S. and Wu, S.D. (2009). Service quality of student dorms using a refined Kano’s model: a case study of a National Hospitality College in Southern Taiwan. Journal of Information and Optimization Sciences, 30(3), 481-502.
Löfgren, M. and Witell, L. (2005). Kano''s theory of attractive quality and packaging. Quality Management Journal, 12(3), 7-20.
Mafi, S.L. and Jacobs, R.L. (1998). HRD service-management model. Proceeding of the Academy of Human Resource Development. LA: Academy of Human Resource Development.
Marshall, G.W., Baker, J. and Finn, D.W. (1998). Exploring internal customer service quality. The Journal of Business and Industrial Marketing, 13(4-5), 381-392.
Martilla, J.A. and James, J.C. (1977). Importance-Performance Analysis. Journal of Marketing, 41(1), 77-79.
Martino, J.P. (1983): Technological Forecasting for Decision Making, 2nd edition, North Holland, New York, Amsterdam, Oxford.
Matzler, K. and Hinterhuber, H.H. (1998). How to Make Product Development Projects More Successful by Integrating Kano’s Model of Customer Satisfaction into Quality Function Deployment. Technovation, 18(1), 25-38.
Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B. and Pichler, J. (2004a). The Asymmetric Relationship between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis. Industrial Marketing Management, 33(4), 271-277.
McDermott, L.C. and Emerson, M. (1991). Quality and service for internal customer. Training and Development Journal, 45(1): 61-64.
Mead, G.H. (1992). Self and Society’ in Giddens, Anthony (ed). Human Societies: A Reader, 356-358. Cambridge: Polity.
Mitchell, V.W. (1991). The Delphi technique: An exposition and application. Technology Analysis and Strategic Management, 3(4), 333-358.
Mittal, V. and Tsiros, M. (1999). Attribute-level performance satisfaction and behavioral intentions over time: a consumption-system approach. Journal of Marketing, 63(4), 88-101.
Mohsin, A. and Ryan, C. (2005). Service Quality Assessment of 4-Star Hotels in Darwin, Northern Territory, Australia. Journal of Hospitality and Tourism Management, 12(1), 25-36.
Murry, J.W. and Hammons, J.O. (1995). Delphi: A versatile methodology for conducting qualitative research. The Review of Higher Education, 18(4), 423-436.
Myers, J. (2001). Measuring customer satisfaction: hot buttons and other measurement issues. Chicago: American Marketing Association.
Nagel, P.J. and Cillers, W.W. (1990). Customer Satisfaction: A Comprehensive Approach. International Journal of Physical Distribution and Logistics management, 20(6), 2-46.
O’Neill, M., Wright, C. and Fitz, F. (2001). Quality Evaluation in On-Line Service Environments: An Application of the Importance-Performance Measurement Technique. Managing Service Quality, 11(6), 402-417.
O’Sullivan, E.L. (1991). Marketing for parks, recreation, and leisure. State College, PA: Venture.
Paraskevas, A. (2001). Internal service encounters in hotels: an empirical study. International Journal of Contemporary Hospitality Management, 13(6), 285-292.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parente, F. and Anderson-Parente, J. (1987). Delphi inquiry systems, In G. Wright and P. Ayton, Judgmental Forecasting, 129-156. New York: John Wiley and Sons.
Perl, Y. and Israeli, A. (2010). Crisis Management in the Travel Agency Sector: A Case Report. Technical report, working paper.
Pezeshki, V., Mousavi, A. and Grant, S. (2009). Importance-performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry. Measuring Business Excellence, 13(1), 82-92.
Quester, P.G. and Kelly, A. (1999). Internal marketing practices in the Australian financial sector: an exploratory study. Journal of Applied Management Studies, 8(2), 217-229.
Reeves, V. and Bednar, D. (1994). Defining quality: alternatives and implications. Academy of Management Review. 19(3). 419-445.
Reynoso, J. and Moores, B. (1995). Towards the Measurement of Internal Service Quality. International Journal of Service Industry Management, 6(3), 64-83.
Robbin, S.P. and Decenzo, D.A. (2001). Fundamentals of Management, Third Edition, Prentice Hall.
Rohini, R. and Mahadevappa, B. (2006). Service quality in Bangalore hospitals - an empirical study. Journal of Services Research, 6, 59-84.
Sampson, S.E. and Showalter, M.J. (1999). The Performance-Importance Response Function: Observations and Implications. The Service Industries Journal, 19(3), 1-25.
Sasser, W.E. and Arbeit, S.P. (1976). Selling jobs in the service sector. Business Horizons, 19(3), 61-65.
Schlesinger, L.A. and Zornitsky, J. (1991). Job satisfaction, service capability, and customer satisfaction: an examination of linkages and management implications. Human Resource Planning, 14(2), 141-149.
Schneider, B., White, S.S. and Paul, M.C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83(2), 150-163.
Schvaneveldt, S., Takao, E.J. and Masami, M. (1991). ConsumerEvaluation Perspective of Service Quality：Evaluation Factors and Two-Way Model of Quality. Total Quality Management, 2(3), 149-161.
Seth, G., Hossler, P., Yee, J.C. and Hu, W.S. (2006). Engineering cells for cell culture bioprocessing—Physiological fundamentals. Adv Biochem Eng Biotechnol 101, 119–164.
Sethna, B.N. (1982). Extensions and testing of importance-performance analysis. Business Economics, 20(9), 28-31.
Skok, W., Kophamel, A. and Richardson, I. (2001). Diagnosing Information Systems Success: Importance-Performance Maps in the Health Club Industry. Information and Management, 38(7), 409-419.
Slack, N. (1994). The Importance-performance Matrix as a Determinant of Improvement Priority. International Journal of Operations and Production Management, 14(5), 59-75.
Swan, J.E. and Combs, L.J. (1976). “Product Performance andConsumer Satisfaction: A New Concept. Journal of Marketing, 40, 25~33.
Tan, K.C. and Pawitra, T.A. (2001). Integrating SERVQUAL and Kano’s Model into QFD for Service Excellence Development. Managing Service Quality, 11(6), 418-430.
Tontini, G. and Silveira, A. (2007). Identification of satisfaction attributes using competitive analysis of the improvement gap. International Journal of Operations and Production Management, 27(5), 482-500.
Tsai, M.C., Cheng, C.C. and Chang, Y.Y. (2010). Drivers of hospitality industry employees'' job satisfaction, organizational commitment and job performance. African Journal of Business Management, 4(18), 4118-4134.
Tsang, N. and Qu, H. (2000). Service quality in China’s hotel industry: a perspective from tourists and hotel managers. International Journal of Contemporary Hospitality Management, 12(5), 316-326.
Ugboma C., Ogwude, I.C., Ugboma, O. and Nnadi, K. (2007). Service Quality and Satisfaction Measurements in Nigerian Ports: An Exploration. Maritime Policy and Management, 34(4), 331-346.
Ugboma, C., Ibe, C. and Ogwude, I.C. (2004). Service Quality Measurements in Ports of a Developing Economy: Nigerian Port Survey. Managing Service Quality, 14( 6), 487-495.
Varey, R.J. (1995). Internal marketing: a review and some interdisciplinary research challenges. International Journal of Service Industry Management, 6(1), 40-63.
Wassenaar, H.J., Chen, W., Cheng, J. and Sudjianto, A. (2005). Enhancing Discrete Choice Demand Modeling for Decision-based Design. ASME Journal of Mechanical Design, 127, 514-523.
Weber, K. (2000). Meeting Planners’ Perceptions of Hotel-Chain Practices and Benefits: An Importance-Performance Analysis. Cornell Hotel and Restaurant Administration Quarterly, 41(4), 32-38.
Weihrich, Heinz (1994). Quality: The imperative, the jungle, and the twofactor theory. Industrial Management.
Westbrook, Lynn (1997). Information Access Issues for Interdisciplinary Scholars: Results of a Delphi Study on Women’s Studies Research. The Journal of Academic Librarianship, 23(3), 211-216.
Whitfield, J.E. and Webber, D. (2011). Which exhibition attributes create repeat visitation? International Journal of Hospitality Management, 30(2), 439-447.
WTTC. (2009). Leading the challenge on climate change. London: World Travel and
Tourism Council.
Yang, C.C. (2003). Establishment and Applications of the Integrated Model of Service Quality Measurement. Managing Service Quality, 13(4), 310-324.
Yang, C.C. (2005). The Refined Kano’s Model and its Application. Total quality management, 16(10), 1127-1137.
Yang, C.C., Cheng, L.Y., Sung, D. and Withiam, G. (2009). Strategic-Pricing Policy Based on Analysis of Service Attributes. Cornell Hospitality Quarterly, 50(4), 498-509.
Yang, C.C., Jou, Y.T. and Cheng, L.Y. (2011). Using integrated quality assessment for hotel service quality. Quality and Quantity, 45(2), 349-364.
Yang, H. and Coates, N. (2010). Internal marketing: Service quality in leisure services. Marketing Intelligence and Planning, 28(6), 754-769.
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996). The behavioural consequences of service quality. Journal of Marketing, 60, 31-46.
Zhang, H.Q. and Chow, I. (2004). Application of importance–performance model in tour guides’ performance: evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25(1), 81–91
Zeithaml, V.A. and Parasuraman, A. (2004). Service Quality. Marketing Science Institute, Cambridge: MA.
Zemke, R. (1989). The service edge. New York, NY: New American Library.

推文
推薦
引用網址
引用嵌入語法
轉寄

top

:::

相關期刊
相關論文
相關專書
相關著作
熱門點閱

1.	探討大學實習生對餐旅實習環境之觀點及其與工作滿意度及服務品質之相關性
2.	臺灣民宿經營效率之研究
3.	政策因素對臺灣國際觀光旅館經營效率之影響：隨機邊界法之應用
4.	運用IPA模式探討松山國際機場旅客滿意度之研究
5.	陸客來臺觀光之整體臺灣光觀產業競爭力分析
6.	臺灣風景區國際觀光旅館經營效率評估
7.	郵局效率計量之研究--以臺南郵局為例
8.	臺灣國際觀光旅館業效率與生產力之分析--由下而上分解法
9.	高屏地區國際觀光旅館經營相對效率之評估：DEA模式之應用
10.	準固定要素與臺灣國際觀光旅館之生產力變動

無相關博士論文

無相關書籍

無相關著作

1.	論臺灣博物館治理專業的發展趨勢
2.	社會企業商業模式之演化：台灣非營利組織之個案研究
3.	員工分紅對員工自我發展的影響
4.	企業社會責任揭露、價值創造和競爭力：中國的實證
5.	品牌知名度、品牌聯想、知覺品質與品牌忠誠之關聯性研究：台灣與印尼青少年消費者之顧客基礎品牌權益比較
6.	台灣百年企業新產品開發案評選之研究
7.	台灣LED產業競爭因素之分析
8.	虛擬社群知識分享動機、激勵機制及影響因素探究
9.	銷售人員服飾與顧客價格敏感度關係之研究

QR Code

臺灣人文及社會科學引文索引資料庫系統

詳目顯示

臺灣人文及社會科學引文索引資料庫