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題名:The Relationship between Quality of Healthcare Service and Customer Satisfaction--An Example of Hospitals in Taiwan
書刊名:工業工程學刊
作者:李婉怡 引用關係張添香趙珮如
作者(外文):Lee, Wan-iChang, Tien-hsiangChao, Pei-ju
出版日期:2007
卷期:24:1
頁次:頁81-95
主題關鍵詞:顧客滿意醫療服務品質Kano模式病患的聲音Customer satisfactionHealthcare service qualityKano's modelVoice of patient
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(1) 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:1
  • 共同引用共同引用:0
  • 點閱點閱:31
期刊論文
1.Vasilash, G. S.(1995)。Attractive quality: Getting it can help。Production,107(1),64-65。  new window
2.Hall, M. C.、Elliott, K. M.(1993)。Expectations and Performance from Whose Professional: A Note on Measuring Service Quality。Journal of Perspectives Services Marketing,8(2),27-31。  new window
3.Jané, A. C.、Domínguez, S. M.(2003)。Citizens' Role in Health Services: Satisfaction Behavior: Kano's Model。Quality Management in Health Care,12(1),72-80。  new window
4.Matzler, K.、Hinterhuber, H. H.、Bailom, F.、Sauerwein, E.(1996)。How to Delight Your Customers。Journal of Product and Brand Management,5(2),6-18。  new window
5.Cleary, P. D.、McNeil, B. J.(1988)。Patient Satisfaction as an Indicator of Quality Care。Inquiry: An Interdisciplinary Journal of Philosophy,25(1),25-36。  new window
6.Hansagi, H.、Carlesson, B.、Brismar, B.(1992)。The urgency of care need and patient satisfaction at a hospital emergency department。Health Care Management Review,17,71-75。  new window
7.Hyde, P. C.(1986)。Setting standards in health care。Quality Assurance,12(2),57-59。  new window
8.Kaldenberg, D. O.(2001)。Patient satisfaction and health status。Health Marketing Quarterly,18,81-101。  new window
9.Lee, M. C.、Newcomb, J. F.(1997)。Applying the kano methodology to meet customer requirements: NASA's Microgravity science program。Quality Management Journal,4(3),95-110。  new window
10.McAlexander, J. H.、Kaldenberg, D. O.、Koening, H. F.(1994)。Service quality measurement。Journal of Health Care Marketing,14(3),34-40。  new window
11.Griffin, Abbie、Hauser, John R.(1993)。The Voice of the Customer。Marketing Science,12(1),1-27。  new window
12.劉季貞、陳榮方(19991200)。醫療服務品質之實證研究--以大高雄地區醫院為例。高雄科學技術學院學報,29,153-167。  延伸查詢new window
13.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
14.Tan, K. C.、Pawitra, T. A.(2001)。Integrating SERVQUAL and Kano's model into QFD for service excellence development。Managing Service Quality,11(6),418-430。  new window
15.Taylor, S. A.、Cronin, J. J., Jr.、Cornin, J. J.(1994)。Modeling Patient Satisfaction and Service Quality。Journal of Health Care Marketing,14(1),34-44。  new window
16.King, Carol A.(1987)。A framework for a service quality assurance system。Quality Progress,20(9),27-32。  new window
17.Pawitra, T. A.、Tan, K. C.(2003)。Tourist satisfaction in Singapore: a perspective from Indonesian tourists。Managing Service Quality,13(5),399-411。  new window
18.Brook, R. H.、Lohr, K. N.(1987)。Monitoring Quality of Care in the Medicare Program。Journal of American Medical Association,258(21),3138-3141。  new window
19.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing,57(4),18-34。  new window
20.Javalgi, Rajshekhar G.、Rao, S. R.、Thomas, Edward G.(1991)。Choosing a Hospital: Analysis of Consumer Tradeoffs。Journal of Health Care Marketing,11(1),12-22。  new window
21.Zhang, P.、Von Dran, G. M.(2000)。Satisfiers and dissatisfiers: A two-factor model for website design and evaluation。Journal of the American Society for Information Science,51(14),1253-1268。  new window
22.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
23.Hauser, John R.、Clausing, Don(1988)。The house of quality。Harvard Business Review,66(3),63-73。  new window
24.Berger, C.、Blauth, R.、Boger, D.、Bolster, C.、Burchill, G.、DuMouchel, W.、Pouliot, F.、Richter, R.、Rubinoff, A.、Shen, D.、Timko, M.、Walden, D.(1993)。Kano's Methods for Understanding Customer-defined Quality。The Center for Quality Management Journal,2(4),3-36。  new window
25.Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation,18(1),25-38。  new window
26.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
27.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
28.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
29.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
30.狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質,14(2),147-156。  延伸查詢new window
31.Carey, R. C.、Seibert, J. H.(1993)。A Patient Survey System to Measure Quality Improvement: Questionnaire Reliability and Validity。Medical Care,31,834-845。  new window
32.Headley, D. E.、Choi, B.(1992)。Achieving Service Quality through Gap Analysis and a Basic Statistical Approach。Journal of Services Marketing,6,5-14。  new window
33.Cohen, G.(1996)。Age and Health Status in a Patient Satisfaction Survey。Social Science & Medicine,42,1085-1093。  new window
34.Conklin, M.、Powaga, K.、Lipovetsky, S.(2004)。Customer Satisfaction Analysis: Identification of Key Drivers。European Journal of Operational Research,154,819-827。  new window
35.Wang, Z. Y.、Wang, J. W.、Gao, S. Y.(1997)。Discuss that the Service of the Medical Treatment Industry is on Sale throughout the Tactics。Hospital Magazine,5,5-9。  new window
36.Sirgy, M. J.、Hansen, D. E.、Littlefield, J. E.(1994)。Does Hospital Satisfaction Affect Life Satisfaction?。Journal of Macromarketing,14,36-46。  new window
37.Lane, P. M.、Lindquist, J. D.(1988)。Hospital Choice: A Summary of the Key Empirical and Hypothetical。Journal of Health Care Marketing,8,5-20。  new window
38.Rahtz, D. R.、Sirgy, M. J.(2000)。Marketing of Health Care within a Community: A Quality-of-life/needs Assessment Model and Method。Journal of Business Research,48,165-176。  new window
39.Souba, W. W.、Haluck, C. A.、Menezes, M. A.(2001)。Marketing Strategy: An Essential Component of Business Development for Academic Health Centers。The American Journal of Surgery,181,105-114。  new window
40.Davies, A. R.、Ware, J. E.(1981)。Measuring Patient Satisfaction with Dental Care。Social Science & Medicine,15,751-760。  new window
41.Hall, J. A.、Dornan, M. C.(1990)。Patient Socio-demographic Characteristics as Predictors of Satisfaction with Medical Care: A Meta-analysis。Social Science and Medicine,30,811-818。  new window
42.Nelson, C. E.、Larson, C.(1993)。Patient's Good and Bad Surprises: How Do They Relate to Overall Patient Satisfaction。Quality Review Bulletin,82,543-545。  new window
43.Brook, R. H.、McGlynn, E. A.、Cleary, P. D.(1996)。Quality of Health Care, Part 2: Measuring Quality of Care。The New England Journal of Medicine,335,966-970。  new window
44.Sirgy, M. J.、Mentzer, T.、Rahtz, D. R.、Meadow, H. L.(1991)。Satisfaction with Health-care Services Consumption and Life Satisfaction among the Elderly。Journal of Macromarketing,11,24-39。  new window
45.Staff, M.(2001)。The Changing Face of Health Care Consumersmulticultural Marketing in an Evolving World。Marketing Healthcare Services,21,4-10。  new window
46.Herzlinger, R.(1998)。The Managerial Revolution in the U.S. Health Care Sector: Lessons from the U.S. Economy。Health Care Management Review,23,19-29。  new window
47.Carr-Hill, R. A.(1992)。The Measurement of Patient Satisfaction。Journal Publish Health Medicine,14,236-236。  new window
會議論文
1.Von Dran, G.、Zhang, P.、Small, R.(1999)。Quality Websites: An Application of the Kano Model to Website Design。Milwaukee, WI。898-900。  new window
2.Wu, H.-H.(2004)。An Integration of Kano Model and Quality Function Deployment in Meeting Customer Requirements。Taipei。3-4。  new window
圖書
1.Clausing, D.(1994)。Total Quality Development: A Step-by-Step Guide to World-Class Concurrent Engineering。New York, NY:ASME Press。  new window
2.Andrews, F. M.、Withey, S. B.(1976)。Social indicators of well-being: America' perception of life quality。New York, NY:Plenum Press。  new window
3.Patton, Michael Quinn(1987)。How to use qualitative methods in evaluation。Sage Publications。  new window
4.Denzin, Norman K.、Lincoln, Yvonna S.(1994)。Handbook of Qualitative Research。Sage。  new window
5.Helmsadter, G. C.(1964)。Principles of Psychological Measurement。Principles of Psychological Measurement。New York, NY。  new window
6.King, B.(1989)。Better Designs in Half the Time: Implementing QFD Quality Function Deployment in America。Methuen, MA:GOAL/QPC。  new window
7.Hanan, M.、Karp, P.(1989)。Customer Satisfaction: How to Maximize, Measure and Market Your Company's Ultimate Product。Customer Satisfaction: How to Maximize, Measure and Market Your Company's Ultimate Product。New York, NY。  new window
8.Audit, C.(1993)。What Seems to be the Matter: Communication between Hospitals and Patients。What Seems to be the Matter: Communication between Hospitals and Patients。London, UK。  new window
9.King, B.(1995)。Designing Products and Services That Customers Want。Designing Products and Services That Customers Want。Portland, OR。  new window
10.Svenning, C.(1999)。Method 101: Social Science Methods and Method Development。Method 101: Social Science Methods and Method Development。Eslöv, Sweden。  new window
11.Aiello, A., Jr.、Czepiel, J. A.、Rosemberg, L. J.(1977)。Scaling the Heights of Consumer Satisfaction: An Evaluation of Alternative Measures。Consumer Satisfaction, Dissatisfaction, and Complaint Behavior。Bloomington, IN。  new window
其他
1.Corbella, A.(2005)。Plan de Mejora Calidady Salud-Qis,0。  new window
 
 
 
 
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