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題名：服務業服務品質管理模式之建構--顧客滿意觀點
書刊名：商學學報. 空大
作者：江建良
作者(外文)：Jiang, Jiann-ling
出版日期：2000
卷期：8
頁次：頁1-38
主題關鍵詞：服務品質；顧客滿意；全面品質管理
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:49
  • 點閱點閱:110
　　　　　本研究乃綜合服務品質、顧客滿意理論、提昇服務品質策略與TQM的理念和作法，提出「服務品質管理模式」，以作為研究者與業界對服務品質實務操作之依據。本模式具有下列特性： 1.以TQM的觀點，提出服務品質之管理方法。 2.本模式之執行與改善做法，可彌補PZB五項缺口。 3.整合服務品質與顧客滿意之關係。 4.提出「顧客滿意度衡量模式」，使得顧客滿意與服務品質衡量更為容易，並有助於業者實務的改善。 5.運用PDCA循環，使執行與改善合而為一。 6.本模式是「顧客導向、行銷導向」的。
期刊論文
1.Tse, David K.、Wilton, Peter C.(1988)。Model of Consumer Satisfaction Formation: A Extension。Journal of Marketing Research，25，204-212。  new window
2.Juran, J. M.(1989)。Universal Approach to Managing for Quality: The Quality Trilogy。Executive Excellence，5，15-17。  new window
3.Garvin, D. A.(1984)。What Does Produce Quality Really Mean?。Sloan Management Review，26(1)，25-43。  new window
4.謝依靜、丘宏昌(19980200)。服務品質理論及衡量方法之探討。臺北銀行月刊，28(2)=328，27-43。  延伸查詢new window
5.Albrecht, K.(1985)。Achieving Excellence in Service。Training and Development Journal，39，65。  new window
6.Bolton, R. N.、Drew, J. L.(1991)。Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17，375-384。  new window
7.Churchill, G. A. Jr.、Surprenant, C.(1982)。A Investigation into the Determinants of Customer Dissatisfaction。Journal of Marketing Research，19，491-504。  new window
8.Cina, C.(1989)。Creating an Effective Customer Satisfaction Program。Journal of Service Marketing，3(1)，5-14。  new window
9.Cohen, J. B.、Fishbein, M.、Ahtola, O. T.(1972)。The Nature and Uses of Expectency-Value Model in Consumer Attitude Research。Journal of Marketing Research，9，456-460。  new window
10.Cronins, J. J.、Taylor, S. A.(1994)。Servperf Vesus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expections Measurement of Service Quality。Journal of Marketing，58，125-131。  new window
11.Oliver, R. L.(1992)。An Investigation of Attribute Basis of Emotion and Related Affects in Consumptions: Suggestions for a Stage-Specific Satisfaction Framework。Advance in Consumer Research，19，237-244。  new window
12.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1993)。The Nature and Determinants of Customer Expections of Service。Journal of the Academy of Science，21(1)，1-12。  new window
13.Rust, R. T.、Metters, R.(1996)。Mathematical Models of Service。European Journal of Operational Research，91，427-439。  new window
14.Taylor, S.(1994)。Waiting for Service: The Relationship Between Delays and Evaluations of Service。Journal of Marketing，58，56-69。  new window
15.Taylor, S. A.、Baker, T. L.(1994)。An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions。Journal of Retailing，70(2)，163-178。  new window
16.Brown, T. J.、Churchill, G. A. Jr.、Peter, J. P.(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。  new window
17.翁崇雄(19961200)。評量服務整體性品質之觀念性模式建構。品質學報，3(1)，19-43。new window  延伸查詢new window
18.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。SERVOUAL: A Multiple-Item Scale for Measuring Consumer Perception of Service。Journal of Retailing，64(1)，12-40。  new window
19.翁崇雄(19910500)。提昇服務品質策略之研究。臺大管理論叢，2(1)，41-81。new window  延伸查詢new window
20.唐麗英、胡安華(19960600)。滿意度模式建立與滿意構面確認之研究。交大管理學報，16(1)，55-74。new window  延伸查詢new window
21.Oliver, Richard L.(1981)。Measurement and Evaluation of Satisfaction Process in Retail Setting。Journal of Retailing，57(3)，25-48。  new window
22.Marr, Jeffrey W.(1986)。Letting the customer be the judge of quality。Quality Progress，19(10)，46-49。  new window
23.Czepiel, John A.(1990)。Service Encounters and Service Relationships: Implications for Research。Journal of Business Research，20(1)，13-21。  new window
24.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
25.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
26.盧淵源、吳雪馥、張存金(19950500)。全面品質管理關鍵成功因素之研究。品質學報，2(1)，77-100。new window  延伸查詢new window
27.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
28.翁崇雄(19970600)。規劃服務品質管理策略之研究--以公營銀行為例。品質學報，4(1)，113-131。  延伸查詢new window
29.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
30.Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing，69(2)，193-215。  new window
31.Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing，51(2)，86-96。  new window
32.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research，14(4)，495-507。  new window
33.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。  new window
34.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
35.Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing，56(2)，57-71。  new window
36.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
37.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
38.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
39.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
40.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
研究報告
1.Anderson, E. W.(1994)。Post-Purchase Evaluation and Word-of-Mouth。National Quality Research Center, University of Michigan Business School。  new window
學位論文
1.劉書寧(1994)。日本式管理哲學之研究(碩士論文)。國立政治大學。  延伸查詢new window
圖書
1.Olshavsky, R. W.(1985)。Perceived Quality in Consumer Decision Making: An Integrated Perspective。Lexington Book。  new window
2.陳文哲、楊銘賢(1995)。品質管理。中興管理顧問公司。  延伸查詢new window
3.戴久永(1991)。品質管理。三民書局。  延伸查詢new window
4.方世榮(1997)。行銷管理學。東華書局。  延伸查詢new window
5.狩野紀昭、陽平吉(1992)。服務業的TQC。台華工商圖書出版公司。  延伸查詢new window
6.Albrecht, K.、尉謄蛟(1994)。顧客價值。長河出版社。  延伸查詢new window
7.Assael, H.(1992)。Consumer Behavior and Marketing Actions。Boston, Massachsetts：Kent Publishing Co.。  new window
8.Juran, Joseph M.(1989)。Juran on Leadership for Quality: An Executive Handbook。Free Press。  new window
9.陳耀茂(1997)。服務品質管理手冊。臺北：遠流出版事業股份有限公司。  延伸查詢new window
10.謝家駒(1996)。全面優質管理。佛光大學南華管理學院。  延伸查詢new window
11.Holbrook, M. B.、Corfman, K. P.(1985)。Quality and Value in the Consumption Experience: Phaedrus Rides Again。Lexington Books。  new window
12.Garvin, David A.(1988)。Managing quality: The strategic and competitive advantage。New York, NY：Simon and Schuster。  new window
13.Juran, J. M.(1974)。Quality control handbook。McGraw-Hill。  new window
14.Sasser, W. Earl、Olsen, R. Paul、Wyckoff, D. D.(1978)。Management of Service Operations。Allyn and Bacon。  new window
15.Deming, W. E.(1986)。Out of the crisis。Cambridge University Press。  new window
16.Gronroos, Chritian(1990)。Service Management and Marketing。Lexington Books。  new window
17.楊錦州(1997)。品質是競爭的最佳策略。台北市：華宇企業顧問公司。  延伸查詢new window
18.杉本辰夫、盧淵源(1986)。事務、營業、服務的品質管制。中興管理顧問公司。  延伸查詢new window
圖書論文
1.Czepiel, J. A.、Solomon, M. R.、Surprenant, C. F.、Gutman, E. G.(1985)。Service encounter: An overview。The Service encounter: managing employee/customer interaction in service businesses。NY：Lexington Books。  new window
2.Klaus, P. G.(1985)。Quality Epiphenomenon: The Conceptual Understanding of Quality in Face-to-Face Service Encounters。The Service Encoumter Managing Employee/Customers Inter-action in Service Business。  new window
3.Yi, Y.(1990)。A Critical Review of Consumer Satisfaction。Review of Marketing。American Marketing Association。  new window
 
 
 
 
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