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題名：等待者特性對等待品質評價之影響--以醫院中之等待線為例
書刊名：管理評論
作者：詹定宇 引用關係／詹麗珠
作者(外文)：Chan, Ding-yu／Chan, Li-chu
出版日期：2005
卷期：24:1
頁次：頁83-108
主題關鍵詞：醫院；人格特質；等待品質；等待者情境；直接測量；Hospital；Personality traits；Waiting quality；Waiter's circumstance；Direct measurement
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(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:5
  • 共同引用共同引用:48
  • 點閱點閱:76
本研究將等待品質量表修改成醫院候診時等待之專用問卷，並以直接測量法探討等待者之人格特質、等待者情境及人口統計變數對等待品質評價之影響。研究結果除驗證本量表無論在信度、效度或解釋能力均佳外，也發現等待者特性中之人格特質、單獨或群體、熟悉環境、時間重視度、趕時間否、候診時段、年齡及職業等都會影響其對等待品質的評價。
This evaluation has accepted the basic foundation and concepts of the Multiple-Item Waiting Scale and later transformed into a medical focused survey. A direct measurement approach has been adopted to evaluate factors related to consumers' personality characteristics, customers' waiting circumstances, and unique background factors which have impacts on waiting quality. The result showed this particular Scale to be effective due to its good reliability, validity measurements, and clear explanations. This evaluation also proved how personality traits, self versus group waiting, environment familiarity, time pressure, doctor appointment timings, age, and occupations have affected the overall waiting quality evaluations.
期刊論文
1.Vaninsky, A.、Chebat, C. G.、Filiatrault, P.、Chebat, J. C.(1995)。Impact of Waiting Attribution and Consumer's Mood on Perceived Quality。Journal of Business Research，34(3)，191-196。  new window
2.Bortner, R. W.、Rosenman, R. H.(1967)。The Measurement of Pattern a Behavior。Journal of Chronic Diseases，20(7)，525-533。  new window
3.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
4.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
5.詹定宇(20020800)。一個多元等待品質量表之發展。管理學報，19(4)，585-613。new window  延伸查詢new window
6.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
7.Haynes, P.(1990)。Hating to wait: managing the final service encounter。The Journal of Services Marketing，4(4)，20-26。  new window
8.Hui, M. K.、Tse, D. K.(1996)。What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation。Journal of Marketing，60(2)，81-90。  new window
9.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
10.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
11.Babakus, Emin、Boller, Gregory W.(1992)。An Empirical Assessment of the SERVQUAL Scale。Journal of Business Research，24(3)，253-268。  new window
12.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing，57(4)，18-34。  new window
13.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
14.Saraph, Jayant V.、Benson, P. George、Schroeder, Roger G.(1989)。An Instrument for Measuring the Critical Factors of Quality Management。Decision Sciences，20(4)，810-829。  new window
15.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
16.呂勝瑛(19850700)。工作壓力的實證研究。教育與心理研究，8，157-189。new window  延伸查詢new window
17.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
18.曹國雄(1995)。服務品質之測量－以銀行業為例。中原學報，23(2)，23-34。  延伸查詢new window
19.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
20.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
21.Bortner, R. W.(1969)。A Short Rating Scale as a Potential Measure of Pattern A Behavior。Journal of Chronic Diseases，22，87-91。  new window
22.Carver, Charles S.、Glass, David C.(1978)。Coronary-prone Behavior Pattern and Interpersonal Aggression。Journal of Personality and Social Psychology，36(4)，361-366。  new window
23.Schmitt, Bernd H.、Dube-Rioux, Laurette、Leclerc, France(1989)。Consumers' Reactions to Waiting: When Delays Affect the Perception of Service Quality。Advances in Consumer Research，16(4)，59-63。  new window
學位論文
1.Abush, Ronnie(1982)。Job Stress in Midlife Working Women: Relationships among Personality Type, Job Characteristics, and Job Tension，0。  new window
圖書
1.Sears, D. O.、Freedman, L.、Peplau, L. A.(1985)。Social Psychology。Englewood Cliffs, NJ：Collier Macmillan。  new window
2.Guieford, J. P.(1965)。Fundamental statistics in phychology and education。N.Y：McGramn-Hill。  new window
3.Baron, R. A.、Byrne, D.(1994)。Social psychology。Needham Height, Massachsetts：Allyn and Bacon。  new window
4.Friedman, Meyer、Rosenman, Ray H.(1974)。Type A Behavior and Your Heart。Alfred A. Knopf。  new window
5.Robbins, S. P.(1983)。Organizational behavior: Concepts, controversies, and applications。Englewood Cliffs, New Jersey：Prentice-Hall。  new window
6.Carmines, E. G.、Zeller, R. A.(1979)。Reliability and Validity Assessment。Sage Publications。  new window
7.Allport, Gordon Willard(1961)。Pattern and Growth in Personality。Holt, Rinehart & Winston。  new window
8.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
9.Babbie, Earl R.(1989)。The Practice of Social Research。The Practice of Social Research。Belmont, CA。  new window
10.Rosenman, R. H.、Chesmey, M. A.(1980)。Type a Behavior in the Working Setting。Current Concerns in Occupational Stress。London, UK。  new window
其他
1.Peppiatt, E.(1995)。An investigation of perceived and actual waiting time，0。  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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