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題名：一個多元等待品質量表之發展
書刊名：管理學報
作者：詹定宇 引用關係
作者(外文)：Chan, Ding-yu
出版日期：2002
卷期：19:4
頁次：頁585-613
主題關鍵詞：等待品質；量表發展；Waiting quality；Scale development
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(4) 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:51
  • 點閱點閱:38
繼服務品質之後，等待品質的管理漸受重視，但是學者們大多著墨於等待心理命題或等待系統觀念之陳述。然而，如要具體有效的表達等待品質則須要一適切可信的衡量工具。本研究經過多次問卷建構、修正與實際驗證，最後以三種產業為對象，發展出一個具有良好區別能力、信度及效度的等待品質量表。透過這個多元量表，它能更精準的評估顧客對等待品質的評價，進而對各行業的排隊系統、人力調配、與等待環境安排提出診斷與改善。
Recently, waiting quality is getting more attention after service quality. Although most scholars focus on waiting psychology and waiting system design in this field, a scale for measuring consumer perception of waiting quality is needed. After several procedures construction, models modification and scale purification, a good reliability and validity measurement scale is developed. Through this multiple-item scale, it not only can accurately assess customers waiting experience, but also it will be useful to improve process arrangement, manpower allocation and environment layout.
期刊論文
1.Hui, Michael K.、Thakor, Mrugank V.、Gill, R.(1998)。The effect of delay type and service stage on consumers’ reactions to waiting。Journal of Consumer Research，24(4)，469-479。  new window
2.Bennett, R.(1998)。Queues, Customer Characteristics and Policies for Managing Waiting-lines in Supermarkets。International Journal of Retail & Distribution Management，26(2)，78-87。  new window
3.詹定宇、江惠如(19950700)。等待排法之研究。管理與系統，2(2)，237-264。new window  延伸查詢new window
4.Jones, P.、Peppiatt, E.(1996)。Managing Perceptions of Waiting Times in Service Queues。International Journal of Service Industry Management，7(5)，47-61。  new window
5.Haynes, P.(1990)。Hating to wait: managing the final service encounter。The Journal of Services Marketing，4(4)，20-26。  new window
6.Katz, K. L.、Larson, B. M.、Larson, R. C.(1991)。Prescription for the Waiting-in-line blues: Entertain, Enlighten, Andengage。Sloan Management Review，32(2)，44-53。  new window
7.Tom, G.、Lucey, S.(1995)。Waiting Time Delays and Customer Satisfaction in Supermarkets。Journal of Services Marketing，9(5)，20-29。  new window
8.林能白、丘宏昌(19990600)。服務品質之研究--服務人員人格特質之影響分析與應用。管理學報，16(2)，175-200。new window  延伸查詢new window
9.Baker, J.、Cameron, M.(1996)。The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Proposition。Journal of the Academy of Marketing Science，24(4)，338-349。  new window
10.Davis, M. M.、Heineke, J.(1994)。Understanding the roles of the customer and the operation for better queue management。International Journal of Operations & Production Management，14(5)，21-34。  new window
11.Taylor, Shirley(1994)。Waiting for Service: The Relationship Between Delays and Evaluations of Service。Journal of Marketing，58(2)，56-69。  new window
12.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
13.Stalk, G. Jr.、Hout, T. M.(1988)。Time: the Next Source of Competitive Advantage。Harvard Business Review，66(4)，41-51。  new window
14.Hornik, J.(1984)。Subjective vs. objective time measures: A note on the perception of time in consumer behavior。Journal of Consumer Research，11(1)，615-618。  new window
15.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research，25(2)，204-212。  new window
16.Davis, M. M.、Vollmann, T. E.(1990)。A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation。The Journal of Service Marketing，1(4)，61-69。  new window
17.Garvin, David A.(1987)。Competing on the Eight Dimensions of Quality。Harvard Business Review，65(6)，101-109。  new window
18.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
19.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
20.Churchill, Gilbert A. Jr.(1979)。A paradigm for developing better measures of marketing constructs。Journal of Marketing Research，16(1)，64-73。  new window
21.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
22.Brown, L. G.(1990)。Convenience in Service Marketing。Journal of Services Marketing，4(1)，53-56。  new window
23.Berry, Leonard L.、Zeithaml, Valarie A.、Parasuraman, A.(1985)。Quality counts in Service, too。Business Horizons，28(3)，44-52。  new window
24.詹定宇、黃鎮東(2000)。等待服務品質決定因素之研究－以火車站服務為例。中山管理評論，8(1)，123-151。new window  延伸查詢new window
25.Davis, M. M.(1991)。How long should a Customer Wait for Service?。Decision Sciences，22(2)，421-434。  new window
26.Dube-Rioux, L.、Schmitt, B. H.、Leclerc, F.(1988)。Consumer's Reactions to Waiting: When Delays Affect the Perception of Service Quality。Advances in Consumer Research，16(2)，59-63。  new window
27.Feinberg, R. A.、Smith, P.(1989)。Misperceptions of Time in the Sales Transactions。Advances in Consumer Research，16，56-58。  new window
28.Greenwood, A. G.(1991)。Plots of Conditional Wait-time Internals Provide Better Information to Queuing System Arrivals。Decision Sciences，22(3)，473-483。  new window
29.Hirsch, I. J.(1950)。The Effects of Auditory and Visual Background on Apparent Duration。The American Journal of Psychology，69(4)，561-574。  new window
30.Larson, R. C.(1987)。There's More to a line than its Wait。Technology Review，91(5)，61-67。  new window
31.Mann, L.(1969)。Queue Culture: The Waiting Line as a Social System。American Journal of Sociology，75(3)，340-354。  new window
32.Meyer, T.(1994)。Subjective Importance of Goal and Reactions to Waiting in Line。The Journal of Social Psychology，134(6)，819-827。  new window
33.Meyer, C.(2001)。While Customer Wait, add Value。Harvard Business Review，79(7)，24-26。  new window
34.Mowen, J. C.、Licata, J. W.、McPhail, J.、Mowen, J.、Licate, J.(1993)。Waiting in the Emergency Room: How to Improve Patient Satisfaction。Journal of Health Care Marketing，13(2)，26-33。  new window
35.Nautiyal, J. C.、Chowdhary, R. L.(1975)。A Suggested Basis for Pricing Campsites: Demand Estimation in an Ontario Park。Journal of Leisure Research，17(2)，95-107。  new window
36.Schwartz, B.(1978)。Queues, Priorities and Social Processes。Social Psychology，41(1)，3-12。  new window
37.Tom, G.、Lucey, S.(1995)。A Field Study Investigating the Effect of Waiting Time on Customer Satisfaction。The Journal of Psychology，131(6)，655-660。  new window
會議論文
1.詹定宇(1998)。等待品質觀念性架構及其未來之研究。第四屆服務管理研討會，131-147。  延伸查詢new window
圖書
1.顧志遠(1998)。服務業系統設計與作業管理。臺北：華泰文化事業股份有限公司。  延伸查詢new window
2.Hawkins, Del I.、Best, Roger J.、Coney, Kenneth, A.(1992)。Consumer Behavior Implications for Marketing Strategy。Richard D. Irwin。  new window
3.黃俊英(1994)。企業研究方法。臺北：東華書局。  延伸查詢new window
4.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
5.Berry, L. L.、Cooper, L. R.(1994)。Competing with Time-Saving Services。Managing Capacity and Managing Demand。沒有紀錄。  new window
6.Fitzsimmons, J. A.、Fitzsimmons, M. J.(1998)。Service Management。Service Management。Boston, MA。  new window
7.Lehtinen, J.(1986)。Quality Oriented Services Marketing。Quality Oriented Services Marketing。Finland。  new window
8.Schwartz, B.(1975)。Queuing and Waiting。Queuing and Waiting。Chicago, IL。  new window
圖書論文
1.Davis, M. M.、Heineke, J.(1993)。Managing the Customer's Experience of Waiting for Service。Service Superiority: The Design and Delivery of Effective Service Operations。Warwick, UK：Operations Management Association。  new window
2.Maister, D. H.(1985)。The Psychology of Waiting Lines。The service encounter: Managing employee/customer interaction in service business。Lexington, MA：Lexington Books。  new window
 
 
 
 
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