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題名：網際網路使用者涉入對線上服務品質評量的影響--以搜尋引擎之線上服務為例
書刊名：臺大管理論叢
作者：翁崇雄 引用關係／田文良
作者(外文)：Ong, Chorng-shyong／Tian, Wen-liang
出版日期：2003
卷期：13:2
頁次：頁29-57
主題關鍵詞：網際網路；服務品質；使用者涉入；Internet；Service quality；User involvement
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(6) 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:6
  • 共同引用共同引用:43
  • 點閱點閱:121
近年來由於網際網路與電子商務的發展，使得資訊服務的接觸範圍已由內部顧客擴展到外部顧客，而服務的重點在於品質，故資訊服務的服務品質廣受重視，同時，學者漸將行銷領域中的「涉入」概念引伸到「服務涉入」中，因此本研究嘗試探討使用者涉入程度對於網際網路線上服務服務品質評量的影響。 本研究對網際網路、服務品質、使用者涉入等相關領域文獻進行整理與探討後，獲知PZB( 1985 )所提之服務品質觀念性模型並未考慮到「使用者涉入」因素的影響，因此本研究以涉入理論為基礎，結合服務品質方面的理論與差距衡量模型，提出「使用者涉入對服務品質影響之觀念性模型」，並以搜尋引擎線上服務之使用者為對象，進行實證研究，利用LISREL進行與PZB模型的比較分析，證實「使用者涉入對服務品質影響之觀念性模型」具有較佳的模型適合度，且發現「使用者涉入」對「期望服務」、「認知服務」、及「整體服務品質」等構面皆存在很大的正向影響。
In recent years, the development of Internet and electronic commerce has expanded the range of information service from internal customer to external customer, and the service quality of information has been put upon great importance since quality is the point of service. In the meantime, scholars are gradually extending the concept of "involvement" into "service involvement", therefore this study attempts to investigate the influence that the degree of user involvement causes to the assessment of service quality on Internet. This study integrated and probed literature in related domains such as Internet, service quality and user involvement, and found that the PZB ( 1985 ) Service Quality Conceptual Model does not take the factor of "user involvement" into consideration, and is thus built primarily on the theory of involvement. Combining with the gap model and theories on service quality, this study proposed further "The Conceptual Model of Influence from User Involvement to Service Quality", and conducted empirical research based on users of search engines. Through compare analysis with PZB model by LISREL, superior model fitness of "The Conceptual Model of Influence from User Involvement to Service Quality Assessment" is verified, and "user involvement" is found to cast great positive effect on constructs such as "expected service", "perceived service" and "total service quality".
期刊論文
1.張保隆、謝寶煖(19960300)。公共圖書館讀者涉入程度對服務品質評估之影響。資訊傳播與圖書館學，2:3，頁62-77。new window  延伸查詢new window
2.Arora, R.(1993)。Consumer Involvement in Service Decisions。Journal of Professional Service Marketing，9(1)，49-58。  new window
3.Gabbott, M.、Hogg, G.(1999)。Consumer Involvement in Services: A Replication and Extension。Journal of Business Research，46(2)，159-166。  new window
4.Chandon, J. L.、Llosa, S.、Orsingher, C.(1998)。An Empirical Study of SERVQUAL's Dimensionality。The Service Industries Journal，18(2)，16-44。  new window
5.Flynn, L. R.、Goldsmith, R. E.(1993)。Application of the Personal Involvement Inventory in Marketing。Psychology & Marketing，10(4)，357-366。  new window
6.Zaichkowky, J. L.(1985)。Measuring the Involvement Constructs。Journal of Consumer Research，12(3)，341-352。  new window
7.Myers, B. L.、Prybutok, V. R.、Kappelman, L. A.(1997)。A Comprehensive Model for Assessing the Quality and Productivity of the Information Systems Function: Toward a Theory for Information Systems Assessment。Information Resources Management Journal，10(1)，6-25。  new window
8.Pitt, L. F.、Watson, R. T.、Kavan, C. B.(1998)。Measuring information systems service quality: Lessons from two longitudinal case studies。MIS Quarterly，22(1)，61-79。  new window
9.Goodman, P. S.、Fichman, M.、Lerch, F. J.、Snyder, P. R.(1995)。Customer-Firm Relationships, Involvement, and Customer Satisfaction。Academy of Management Journal，38(5)，1310-1324。  new window
10.Mittal, Banwari(1995)。A Comparative Analysis of Four Scales of Consumer Involvement。Psychology & Marketing，12(7)，663-682。  new window
11.Good, David J.(1990)。Utilizing Consumer Involvement to Market Services。Review of Business，11(4)，3-6。  new window
12.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。  new window
13.Jiang, James J.、Klein, Gary、Carr, Christopher L.(2002)。Measuring information system service quality: SERVQUAL from the other side。MIS Quarterly，26(2)，145-166。  new window
14.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
15.Swinyard, William R.(1993)。The Effects of Mood, Involvement, and Quality of Store Experience on Shopping Intentions。Journal of Consumer Research，20(2)，271-280。  new window
16.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
17.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
18.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
19.翁崇雄(20000300)。服務品質評量模式之比較研究。中山管理評論，8(1)，105-122。new window  延伸查詢new window
20.Kettinger, W. J.、Lee, Sunro、Lee, Choong C.(1995)。Global Measures of Information Service Quality: A Cross-National Study。Decision Sciences，26(5)，569-588。  new window
21.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing，57(4)，18-34。  new window
22.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
23.Wakefield, K. L.、Blodgett, J. G.(1999)。Customer Response to Intangible and Tangible Service Factors。Psychology and Marketing，16(1)，51-68。  new window
24.Cronin, Joseph J. Jr.、Taylor, Steven A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。The Journal of Marketing，58(1)，125-131。  new window
25.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
26.Barki, H.、Hartwick, J.(1994)。Measuring User Participation, User Involvement, and User Attitude。MIS Quarterly，18(1)，59-82。  new window
27.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research。Journal of Marketing，58(1)，111-124。  new window
28.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
29.Barki, H.、Hartwick, J.(1989)。Rethinking the concept of user involvement。MIS quarterly，13(1)，53-63。  new window
30.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
31.DeLone, William H.、McLean, Ephraim R.(1992)。Information Systems Success: The Quest for the Dependent Variable。Information Systems Research，3(1)，60-95。  new window
32.Zaichkowsky, Judith Lynne(1994)。The Personal Involvement Inventory: Reduction, Revision, and Application to Advertising。Journal of Advertising，23(4)，59-70。  new window
33.Kettinger, William J.、Lee, Choong C.(1994)。Perceived Service Quality and User Satisfaction with the Information Services Function。Decision Sciences，25(5/6)，737-766。  new window
34.Laurent, Gilles、Kapferer, Jean-Noël(1985)。Measuring Consumer Involvement Profiles。Journal of Marketing Research，22(1)，41-53。  new window
35.Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。  new window
36.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。  new window
37.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
38.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
39.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
40.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。  new window
41.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
42.Anti, John H.(1984)。Conceptualization and Operationalization of Involvement。Advance in Consumer Research，11(1)，203-209。  new window
43.Berry, Leonard L.、Zeithaml, Valarie A.、Parasuraman, A.(1985)。Quality counts in Service, too。Business Horizons，28(3)，44-52。  new window
研究報告
1.交通部統計處(1999)。民眾使用網際網路狀況調查報告。沒有紀錄。  延伸查詢new window
學位論文
1.皮世明(1999)。影響資訊系統服務品質的因素研究(博士論文)。國立中央大學。new window  延伸查詢new window
2.謝寶媛(1997)。臺國臺灣地區公共圖書館讀者服務涉入之研究，沒有紀錄。  延伸查詢new window
圖書
1.Joreskog, K. G.、Sorbom, D.(1993)。LISREL 7: A Guide to the Program and Application。LISREL 7: A Guide to the Program and Application。Chicago, IL：SPSS Inc.。  new window
2.Laaksonen, Pirjo(1994)。Consumer Involvement: Concepts and Research。Routledge。  new window
3.Byrne, Barbara M.(1994)。Structural equation modeling with EQS and EQS/Windows: Basic concepts, applications, and programming。Sage Publications。  new window
4.Bentler, Peter M.(1995)。EQS: Structural equations program manual。Multivariate Software, Inc.。  new window
5.Petty, Richard E.、Cacioppo, John T.(1986)。Communication and Persuasion: Central and Peripheral Route to Attitude Change。New York：Springer-Verlag。  new window
6.Byrne, B. M.(1989)。A primer of LISREL: basic applications and programming for confirmatory factor analytic models。New York：Springer-Verlag。  new window
7.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis: with Readings。Prentice Hall。  new window
8.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
9.Juran, J. M.(1974)。Quality Control Book。Quality Control Book。沒有紀錄。  new window
圖書論文
1.Lewis, Robert C.、Booms, Bernard H.(1983)。The marketing aspects of service quality。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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