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題名:中華電信服務品質管理之研究
書刊名:中華管理學報
作者:蔡燿全 引用關係楊棠堯 引用關係林水華
作者(外文):Tsai, Yao-chuanYang, Tarng-yaoLin, Shai-hwa
出版日期:2002
卷期:3:3
頁次:頁1-25
主題關鍵詞:服務品質中華電信Service qualityChunghwa telcom
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(0) 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:0
  • 共同引用共同引用:103
  • 點閱點閱:12
期刊論文
1.Kettinger, W. J.、Lee, C. C.(1997)。Pragmatic Perspectives on the Measurement of Information Systems Service Quality。MIS Quarterly,21(2),223-240。  new window
2.Babakus, E.、Mangold, W. G.(1992)。Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investgation。Health Service Research,24,253-268。  new window
3.Bojanic, D. C.。Quality Measurement in Professional Service Firms。Journal of the Professional Services Marketing,7(2),27-36。  new window
4.謝錦堂(19960300)。SERVQUAL尺度應用於衡量郵局服務品質之研究。企業管理學報,38,131-152。new window  延伸查詢new window
5.Anderson, W. T.、Coxlll, E. P.、Fulcher, D. G.(1976)。Bank Selection Decision and Market Segmentation。Journal of Marketing,40,40-45。  new window
6.Pitt, L. F.、Watson, R. T.、Kavan, C. B.(1997)。Measuring Information Systems Service Quality: Concerns for a Complete Canvas。MIS Quarterly,21(2),209-221。  new window
7.Van Dyke, T. P.、Kappelman, L. A.、Prybutok, V. R.(1997)。Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire。MIS Quarterly,21(2),195-208。  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.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
10.Pitt, Leyland F.、Watson, Richard T.、Kavan, C. Bruce(1995)。Service Quality: A Measure of Information Systems Effectiveness。MIS Quarterly,19(2),173-187。  new window
11.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。  new window
12.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。  new window
13.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
14.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
15.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
學位論文
1.邱璟明(1999)。網際網路線上服務服務品質衡量模式之建立(碩士論文)。國立臺灣大學。  延伸查詢new window
2.陳宏益(1993)。我國資訊服務業者競爭的關鍵成功因素之研究(碩士論文)。國立臺灣大學。  延伸查詢new window
3.鄭淼生(1994)。旅客滿意因素分析之實證研究以臺鐵臺汽旅客為例(碩士論文)。國立交通大學。  延伸查詢new window
4.徐椿輝(1997)。網際網路線上服務服務品質評估模式之探討(碩士論文)。國立台灣工業技術學院。  延伸查詢new window
5.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
6.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
7.林山豐(1989)。服務業服務品質之研究:以臺北市之本國銀行、外來速食業及百貨業為例(碩士論文)。淡江大學。  延伸查詢new window
8.陳晏如(1988)。銀行業服務品質之實證研究(碩士論文)。國立政治大學。  延伸查詢new window
圖書
1.Hayes, Glenn E.、Romig, Harry Gutelius(1977)。Modern Quality Control。New York:McGraw-Hill Co.。  new window
2.陳順宇(1998)。多變量分析。臺南市:陳順宇發行 臺北市 : 華泰書局總經銷。  延伸查詢new window
3.Kerlinger, Fred N.(1986)。Foundations of behavioral research: Educational and psychological inquiry。New York:Holt, Rinehart & Winston。  new window
4.Crosby, Philip B.(1979)。Quality is Free。New York, NY:McGraw-Hill Book Co.。  new window
5.Guilford, Joy Paul(1965)。Fundamental Statistics in Psychology and Education。McGraw-Hill。  new window
6.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis: with Readings。Prentice Hall。  new window
圖書論文
1.Lindqvist, L. J.(1987)。Quality and Service Value in the Consumption of Services。Add Value to Your Service。New York。  new window
 
 
 
 
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