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題名：服務補救、服務價值與警察形象行銷關聯性之研究：以高雄港務警察局為例
書刊名：玄奘管理學報
作者：高瑞新 引用關係
作者(外文)：Kao, Rui-hsin
出版日期：2007
卷期：4:2
頁次：頁19-54
主題關鍵詞：服務補救；服務價值；警察形象行銷；Service recovery；Service value；Police image marketing
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:34
  • 點閱點閱:24
本研究的目的在探討服務捕殺與服務價值對警察形象行銷之影響，分別探討：(1) 服務補救對民眾認知服務價值之影響 (2) 服務補救對警察形象行銷之影響 (3) 服務價值認知與警察形象行銷之關聯性 (4) 服務價值認知對服務補救與警察形象行銷之中介效果。 本研究成功的訪問了232位高雄港區從業民眾，以敘述性統計分析、皮爾森(Pearson)相關分析、迴歸分析(Regression Analysis)，以及線性結構關係模式(LISREL)等統計方法，檢測與驗證假設結果。研究發現 (1) 服務補救對服務價值認知有顯著的影響 (2) 服務補救對警察形象行鋪有顯著的影響 (3) 服務價值認知對警察形象行銷有顯著的影響 (4) 服務價值認知對服務補救與警察形象行銷具有中介效果。 本研究藉由探討服務補救與服務價值對警察形象行銷之影響，可以提供警政單位研擬改進服務補救的措施。本研究依據研究發現討論其管理涵意，並對警察實務界與學術界提供若干建議與未來的研究方向。
The purpose of this research is to understand the relationship among service recovery, service value and police image marketing. The following aspects are being discussed in detail: (1) the service recovery effect on perceived service value; (2) the service recovery effect on police image marketing; (3) The relationship between perceived service value and police image marketing; (4) Whether perceived service value would have an intervening effect on service recovery and police image marketing. The sample includes 232 wharf workers of Kaohsiung Harbor. We used descriptive analysis, Pearson Correlation, Regression analysis and LISREL to analyze and test those hypotheses. The research found that: (1) There is a significant positive correlation between service recovery and perceived service value; (2) There is a significant positive correlation between service recovery and police image marketing; (3) There is a significant positive correlation between perceived service value and police image marketing; (4) Perceived service value portrays an intervening effect on service recovery and police image marketing. The research findings can help the police to understand the relationship among service recovery, service value and police image marketing. Moreover, the results would lead the police to listen to the service demand of people and enhance their service quality for people. Finally, the author discussed the implications of the findings, and offered several suggestions and directions for studies to the police and the academic.
期刊論文
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9.Maxham, J. G.(2001)。Service Recovery's Influence on Consumer Satisfaction, Positive Word-of-Mouth and Purchase Intentions。Journal of Business Research，54(1)，11-24。  new window
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21.Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review，67(4)，28-32。  new window
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30.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
31.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
32.Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing，12(1)，7-22。  new window
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36.Singh, Jagdip(1990)。Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories。Journal of the Academy of Marketing Science，18(1)，1-15。  new window
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會議論文
1.楊永年(2002)。警察形象行銷之研究。警察形象行銷研討會，中央警察大學 。  延伸查詢new window
2.李宗勳(2002)。警察形象與社會資本的關聯與發展。中央警察大學警察形象行銷研討會。  延伸查詢new window
學位論文
1.林煥木(1985)。警察形象決定因素暨評估群體特性之研究--台北市實證分析(碩士論文)。中央警察大學。  延伸查詢new window
2.林崇陽(2002)。警察人員對警察品牌形象認知之研究(碩士論文)。中國文化大學。  延伸查詢new window
3.史仁智(2004)。警察形象關係管理力之研究(碩士論文)。逢甲大學。  延伸查詢new window
4.廖振榮(2003)。我國警察形象管理制度之研究(碩士論文)。國立臺北大學。  延伸查詢new window
圖書
1.Guieford, J. P.(1965)。Fundamental statistics in phychology and education。N.Y：McGramn-Hill。  new window
2.Koehler, J.、Pankowski, J.(1996)。Quality Government: Designing, Developing, and Implementing TQM。Delray Beach, FL：St. Lucie Press。  new window
3.林清河、吳萬益(2002)。行銷研究。臺北市：華泰文化事業股份有限公司。  延伸查詢new window
4.Monroe, Kent B.(1990)。Pricing : Marketing Profitable Decisions。McGraw-Hill Publishing Company。  new window
5.Pride, W. M.、Ferrel, O. C.(1985)。Marketing： Basic Concepts and Decisions。Boston：Houghton Miffin Co.。  new window
6.Kerper, B. H.(1979)。Introduction to the Criminal Justice System。Minnesota：West Publishing Co.。  new window
7.Wilson, O. W.、McLaren, R. C.(1972)。Police Administration。N. Y.：McGraw Hill Book Company。  new window
8.Hoyer, W. D.、Macinnis, D. J.(2001)。Consumer Behavior。Boston：Houghton Mifflin Company。  new window
9.Kotler, Philip、Andereasen, Alan(1991)。Strategic Marketing for Nonprofit Organizations。Englewood Cliff, N.J.：New York：Prentice Hall。  new window
10.Jackson, Barbara B.(1985)。Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships。Lexington, MA：D. C. Heath and Company。  new window
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12.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1988)。Multivariate data analysis。Macmillan。  new window
13.Kotler, Philip、Armstrong, G.(1999)。Kotler on marketing: how to create, win, and dominate markets。The Free Press。  new window
14.警政署(2003)。警政白皮書。台北市。  延伸查詢new window
15.Mayhall, P. D.、Geary, D. P.(1979)。Community Icerelations and the Administration of Just。NY。  new window
其他
1.張昭瑞(2002)。論警察形象形成與公眾評價機制。  延伸查詢new window
2.內政部警政署，http://www.npa.gov.tw/。  延伸查詢new window
3.内政部警政署(2000)。政再造方案－建立優質營造社會安寧。  延伸查詢new window
4.英國政府網站，http://www.gics.gov.uk/about/resource/default.htni?qs=l&categorvid=6。  new window
5.，http://www.crk.umn.edu/people/URelations/IMC/。  new window
 
 
 
 
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