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題名：以需求理論為基礎所建立之服務品質分類
書刊名：管理學報
作者：丘宏昌 引用關係／林能白
作者(外文)：Chiu, Hung-chang／Lin, Neng-pai
出版日期：2001
卷期：18:2
頁次：頁231-253
主題關鍵詞：服務品質；需求理論；Service quality；Theory of needs
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(10) 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:10
  • 共同引用共同引用:180
  • 點閱點閱:89
許多學者對品質的定義就是滿足顧客的需求，然現階段有關服務品質構面與內涵的研究中，幾無學者是根據需求理論的觀點，從一套能解釋大多數人類需求內涵的理論中來導出顧客所想要的服務品質內涵。此外，實務上部分好的服務品質內涵，亦難以自Parasuraman, Zeithaml and Berry為主之服務品質模型中來解釋。有鑑於此，本研究認為要瞭解顧客心目中所關切的服務品質，可從需求理論方面來著手，並根據各需求的內涵，來提供滿足顧客不同需求內涵所對應的服務品質。故本文乃以Maslow之需求理論為基礎，透過名目群體技術，發展一套具理論基礎之服務品質分類方式，並據此得到一套服務品質衡量模式（稱為SQ-NEED）。經銀行業中226名顧客實證資料考驗後，本模型具相當程度之信度與效度。亦即在兼顧理論基礎與實證研究的考驗下，本模型不失為衡量服務品質的一種方式。
A literature review revealed that a majority of researchers agree to define quality as meeting customers’ needs. Among services marketing literature, however, almost none of previous studies derived the service quality dimensions based on the theory of needs. This study, therefore, attempts to take a theoretical approach and derive service quality dimensions based on Maslow’s theory of needs. After conducting a field survey of 226 respondents, the results indicate that our model (called SQ-NEED) not only has a theoretical sound, but also possesses reasonable reliability and validity. Therefore, SQ-NEED is a need-driven multiple-item scale that marketers can apply to improve service quality.
期刊論文
1.Brush, Thomas H.、Artz, Kendall W.(1999)。Toward a contingent resource‐based theory: the impact of information asymmetry on the value of capabilities in veterinary medicine。Strategic Management Journal，20(3)，223-250。  new window
2.Hsieh, Yi-Ching、林能白、丘宏昌(2001)。Investigating The Relationship Between Service Providers 'Personality And Customers' Perceptions Of Service Quality Across Gender。Total Quality Management，12(1)，57-67。  new window
3.Mittal, B.、Lassar, W. M.(1996)。The Role of Personalization in Service Encounters。Journal of Retailing，72(1)，95-110。  new window
4.Zimmerman, Charles D.(1985)。Quality: Key to Service Productivity。Quality Progress，18(6)，32-35。  new window
5.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing，70(3)，201-230。  new window
6.Segars, A. H.、Grover, V.(1993)。Re-examining ease of use and usefulness: A confirmatory factor analysis。MIS Quarterly，17，517-525。  new window
7.Martin, William B.(1986)。Defining What Quality Service Is for You?。Cornell Hotel and Restaurant Administration Quarterly，26(4)，32-38。  new window
8.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing，57(4)，18-34。  new window
9.Haywood-Farmer, J.(1988)。Towards a Conceptual Model of Service Quality。International Journal of Operations and Production Management，8(6)，19-29。  new window
10.Mels, G.、Boshoff, C.、Nel, D.(1997)。The dimensions of service quality: the original European perspective revisited。Service Industries Journal，17(1)，173-189。  new window
11.Bentler, P. M.、Bonett, D. G.(1980)。Significance test and goodness of fit in the analysis of covariance structures。Psychological Bulletin，88(3)，588-606。  new window
12.Tucker, Ledyard R.、Lewis, Charles(1973)。The reliability coefficient for maximum likelihood factor analysis。Psychometrika，38(1)，1-10。  new window
13.Takeuchi, Hirotaka、Quelch, John A.(1983)。Quality Is More Than Making a Good Product。Harvard Business Review，61(4)，139-145。  new window
14.楊國樞(19801200)。生活素質的心理學觀。中華心理學刊，22(2)，11-24。new window  延伸查詢new window
15.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
16.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
17.Alderfer, Clayton P.(1969)。An empirical test of a new theory of human needs。Organizational Behavior and Human Performance，4(2)，142-175。  new window
18.Marsh, Herbert W.、Balla, John R.、McDonald, Roderick P.(1988)。Goodness-of-fit Indexes in Confirmatory Factor Analysis: The Effect of Sample Size。Psychological Bulletin，103(3)，391-410。  new window
19.Maslow, Abraham H.(1943)。A Theory of Human Motivation。Psychological Review，50(4)，370-396。  new window
20.Reeves, Carol A.、Bednar, David A.(1994)。Defining Quality: Alternatives and Implications。Academy of Management Review，19(3)，419-445。  new window
21.Schvaneveldt, Shane J.、Enkawa, Takao、Miyakawa, Masami(1991)。Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality。Total Quality Management，2(2)，149-161。  new window
22.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。  new window
23.Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science，24(1)，3-16。  new window
24.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
25.Nelson, Phillip(1970)。Information and Consumer Behavior。Journal of Political Economy，78(2)，311-329。  new window
26.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
27.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
28.Hurst, N.、Hoffman, C.(1990)。Gender Stereotypes: Perception or Rationalization?。Journal of Personality and Social Psychology，58，197-208。  new window
29.Iacobucci, D.(1992)。An Empirical Examination Of Some Basic Tenets In Services: Goods-Services Continua。Advances in Services Marketing and Management，1，23-52。  new window
研究報告
1.Gronroos, Christian(1983)。Strategic Management and Marketing in the Service Sector。Marketing Science Institute。  new window
學位論文
1.翁崇雄(1993)。評量服務品質與服務價值之研究：以銀行業為實證對象(博士論文)。國立臺灣大學，臺北市。new window  延伸查詢new window
2.李坤崇(1996)。國小教師心理需求困擾與因應策略之關係和理論模式驗證研究(博士論文)。國立政治大學。new window  延伸查詢new window
3.王居卿(1993)。服務業的整合性分類模式之建構－策略上的觀點，0。new window  延伸查詢new window
圖書
1.Edwards, A. L.(1959)。Edwards Personal Preference Schedule Manual。New York, NY：Psychological Corporation。  new window
2.Maslow, Abraham Harold、Frager, Robert、Fadiman, J.、McReynolds, C.、Cox, R.(1987)。Motivation and personality。New York：Harper and Row。  new window
3.Feigenbaum, A. V.(1961)。Total Quality Control: Engineering and Management。New York：McGraw-Hill。  new window
4.Feigenbaum, A. V.(1951)。Quality Control: Principles, Practice, and Administration。New York, NY：McGraw-Hill。  new window
5.Juran, J. M.(1951)。Quality Control Handbook。New York：McGraw-Hill Book Company, Inc.。  new window
6.Rokeach, M.(1975)。The Nature of Human Values。New York：Free Press。  new window
7.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。  new window
8.Juran, J. M.、Gryan, F. M.、Brigham, R. S.(1974)。Quality control handbook。New York：McGraw-Hill Book CO.。  new window
9.莊耀嘉(198211)。人本心理學之父--馬洛斯。台北：允晨文化實業公司。new window  延伸查詢new window
10.Maslow, Abraham H.、許金聲(1987)。動機與人格。北京：華夏出版社。  延伸查詢new window
11.Murray, H. A.(1938)。Explorations in personality。New York：Oxford University Press。  new window
12.Robbins, S. P.(1983)。Organizational behavior: Concepts, controversies, and applications。Englewood Cliffs, New Jersey：Prentice-Hall。  new window
13.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
14.Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York：New American Library。  new window
15.Feigenbaum, Armand Vallin(1983)。Total quality control。McGraw-Hill。  new window
16.Maslow, Abraham H.、Frager, Robert、Fadiman, James、McReynolds, C.(1970)。Motivation and Personality。Harper。  new window
17.Maslow, Abraham H.(1954)。Motivation and Personality。Harper & Row。  new window
18.Joreskog, K. G.、Sorbom, D.(1993)。LISREL 8: User's Reference Guide。Chicago：Scientific Software。  new window
19.Delbecq, Andre L.、Van de Ven, Andrew H.、Gustafson, David H.(1975)。Group Techniques for Program Planning: A Guide to Nominal Groups and Delphi Process。Scott Foresman & Company。  new window
20.Fisk, S. T.、Stevens, L. E.(1993)。What's So Special About Sex? Gender Stereotyping And Discrimination。Gender Issues in Contemporary Society。Newbury Park, CA。  new window
21.Shewhart, W. A.(1931)。Economic Control of Quality and Manufactured Product。Economic Control of Quality and Manufactured Product。New York, NY。  new window
圖書論文
1.楊孝濚(1989)。內容分析。社會及行為科學研究法。臺北市：東華。  延伸查詢new window
 
 
 
 
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