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題名：公部門服務品質、服務價值、顧客滿意度與行為意向關係之實證研究--以工業技術研究院育成中心為例
書刊名：公共事務評論
作者：陳志忠／李明興／杜阿仙
作者(外文)：Chen, Chih-chung／Lee, Ming-shing／Tuh, A-hsien
出版日期：2006
卷期：7:1
頁次：頁63-98
主題關鍵詞：服務品質；服務價值；顧客滿意度；行為意向；育成中心；Service quality；Service value；Customer satisfaction；Behavior intention；Incubaor center
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(1) 專書(0) 專書論文(0)
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  • 共同引用共同引用:107
  • 點閱點閱:43
本研究以工業技術研究院育成中心為實證對象，從進駐廠商實際認知的觀點，探討公部門服務品質、服務、顧客滿意度以及行為意向等構面之間的關係。實證結果發現：育成中心的服務品質對服務價值與顧客滿意度有顯著影響，而服務價值對顧客滿意度亦有顯著影響，最後，育成中心的服務品質、服務價值與顧客滿意度分別對進駐廠商正面行為意向有顯著影響，對負面行為意向則無顯著影響。
The main focus of this study is to investigate the relations of Public Sector Service Quality, Service Value, Customer Satisfaction and Behavior Intention from the view of firms in the Industrial Technology Research Institute Incubaor Center. The result showed that service quality is significant on service value and customer satisfaction. And service value is significant on customer satisfaction. Finally service quality, service value and customer satisfaction have influence on positive behavior intention separately, not negative behavior intention.
Other
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期刊論文
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4.de Ruyter, K.、Wetzels, M.、Lemmink, J.、Mattsson, J.(1997)。The Dynamics of The Service Delivery Process: A Value-Based Approach。International Journal of Research in Marketing，14(3)，231-243。  new window
5.Singh, J.(1988)。Consumer Complaint Intentions and Behavior: Definition and Taxonomical Issues。Journal of Marketing，52(1)，93-107。  new window
6.Cronin, J. Joseph Jr.、Brady, Michael K.、Brand, Richard R.、Shemwell, Donald J.、Hightower, Roscoe Jr.(1997)。A Cross-sectional Test of the Effect and Conceptualization of Service Value。Journal of Services Marketing，11(6)，375-391。  new window
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13.Takeuchi, Hirotaka、Quelch, John A.(1983)。Quality Is More Than Making a Good Product。Harvard Business Review，61(4)，139-145。  new window
14.Lehtinen, Jarno R.、Lehtinen, Uolevi(1991)。Two Approaches to Service Quality Dimensions。The Service Industries Journal，11(3)，287-303。  new window
15.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
16.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
17.袁建中(19961200)。我國中小企業創新育成中心之規劃。規劃學報，23，85-104。new window  延伸查詢new window
18.Mian, S. A.(1996)。Assessing value-added contributions of university technology business incubators to tenant firms。Research Policy，25(3)，325-335。  new window
19.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
20.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
21.Singh, Jagdip(1991)。Understanding the structure of consumers' satisfaction evaluations of service delivery。Journal of the Academy of Marketing Science，19(3)，223-244。  new window
22.何雍慶、蘇雲華(19950700)。服務行銷領域顧客滿意模式及服務品質模式之比較研究。輔仁管理評論，2(2)，37-64。new window  延伸查詢new window
23.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
24.Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science，24(1)，3-16。  new window
25.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
26.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
27.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effects of Price, Brand, and Store Information on Buyer's Product Evaluations。Journal of Marketing Research，28(3)，307-319。  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.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
31.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
32.Cronin, J. Joseph Jr.、Hult, G. Tomas M.、Brady, Michael K.(2000)。Assessing the Effect of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intention in Service Environment。Journal of Retailing，76(2)，193-218。  new window
33.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
34.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
35.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
會議論文
1.Day, R. L.、Landon, E. L. Jr.(1976)。Collecting comprehensive consumer complaining data by survey research。Association for Consumer Research, sixth annual conference，(會議日期: 1975/10/30-1975/11/02)。Cincinnati, OH：Association for Consumer Research。3，263-268。  new window
2.Czepiel, J. A.、Rosenberg, L. J.(1974)。Perspective on consumer satisfaction。AMA Conference。Englewood Cliffs, N. J.：Prentice Hall。99-123。  new window
3.邱紹成、張清俊、吳紹楨(1998)。創業育成中心之運作與管理--以工研院創業育成中心為例。中華民國科技管理研討會。中華民國科技管理學會。77-88。  延伸查詢new window
研究報告
1.袁建中、解鴻年、洪志洋、程明台(1995)。中小企業創新育成中心規劃報告。台北：經濟部中小企業發展基金。  延伸查詢new window
學位論文
1.施東明(2001)。台灣大專院校育成中心育成服務績效評估之實證研究(碩士論文)。國立交通大學。  延伸查詢new window
2.邱紹成(2002)。以資料包絡分析法評估國內育成中心營運效率之研究(碩士論文)。國立交通大學。  延伸查詢new window
3.陳盈太(2002)。新事業選擇育成中心關鍵因素與策略(碩士論文)。國立成功大學。  延伸查詢new window
4.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
5.李鳳梧(1998)。科技創新育成中心關鍵成功因素之研究(碩士論文)。國立中山大學。  延伸查詢new window
6.簡尚文(1999)。創新育成中心服務網路及其績效之評估(碩士論文)。國立交通大學。  延伸查詢new window
7.賴杉桂(2002)。創新育成中心資源類型與策略群組對營運績效關係之研究(博士論文)。國立臺北大學。new window  延伸查詢new window
圖書
1.Pfaff, M.(1977)。The Index of Consumer Satisfaction Measurement Problem and Opportunity。Marketing Science。  new window
2.經濟部(2002)。經濟部中小企業白皮書。  延伸查詢new window
3.Rust, Roland T.、Zahorik, Anothony J.、Keiningham, Timothy L.(1996)。Service Marketing。New York：Mcgraw-Hill。  new window
4.Smilor, R. W.、Gill, M. D. J.(1986)。The New Business Incubator: Linking Talent, Technology, Capital, and Know-How。DC Heath and Company。  new window
5.吳萬益、林清河(2001)。企業研究方法。臺北：華泰圖書出版公司。  延伸查詢new window
6.Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York：New American Library。  new window
7.Day, George S.(1990)。Market driven strategy: processes for creating value。Free Press。  new window
8.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
其他
1.吳思華、溫肇東、馮國卿(1999)。建構以知識管理為內涵之虛擬創新育成中心。  延伸查詢new window
2.洪瑞隆(1999)。以核心資源觀點探討學術型創新育成中心運作機制。  延伸查詢new window
3.陳松柏、楊照勝(2000)。創新育成中心之個案探討--以中研院龍園創業育成中心為例。  延伸查詢new window
4.經濟部中小企業處(2002)。2001中小企業創新育成中心年鑑，台北：經濟部中小企業處。  延伸查詢new window
5.溫肇東(1999)。北歐、大陸與台灣育成中心之比較。  延伸查詢new window
6.榮泰生(2002)。企業研究方法，台北：五南書局。  延伸查詢new window
7.劉明全(2002)。培育組合、創業團隊特性及創新育成中心之資源基礎對進駐新創闖事業績效影響之研究。  延伸查詢new window
8.戴肇洋(2001)。強化與育成中心功能。  延伸查詢new window
9.蘇顯揚(1999)。日本協助中小企業創業育成中心措施研究。  延伸查詢new window
10.Boltom, R. N. and J. H. Drew(1991)。A Multistage Model of Customer Assessment of Service Quality & Value.。  new window
11.Campbell, C., D. Berge, J. Janus and K. Olsen(1988)。Change Agents in the New Economy: Business Incubators and Economic Development,。  new window
12.Flipo, J.-P.(1988)。On the intangible of Service.。  new window
13.Lalkaka, R.(1994)。Business Incubator as a Means to Small Enterprise Creation and Growth.。  new window
14.Lapierre, J., P. Fillatrault and J.-C. Chebat(1999)。Value strategy rather quality strategy: A case of business-to-business professional services.。  new window
15.Levitt, T.(1972)。Production-line approach ro service.。  new window
16.Lovelock, C. H.(1991)。Developing Frameworks for Understanding Service Marketing.。  new window
17.Maute, M. and W. R. Forrester Jr.(1993)。The Structure and Determinants of Consumer Intentions and Behavior.。  new window
18.Parasuraman, A., V. A. Zeithaml and L. L. Berry(1985)。Quality counts in service, Too.。  new window
19.Rice, M.(1993)。Client Intervention: More Service, Fewer Distractions, National Conference on Business Incubation,。  new window
20.Rust, R. T. and R. L. Oliver(1994)。Service Quality: Insights and Managerial Implication from the Frontier.。  new window
21.Woodruff, R. B., E. R. Cadotte and R. L. Jenkins(1993)。Modeling Consumer Satisfaction Process Using Experience-Based Norms.。  new window
圖書論文
1.Oliver, R. L.(1993)。A conceptual model of service quality and service satisfaction: Compatiblegoals, different concepts。Advances in Services Marketing and Management: Research and practice。Greenwich, Conn.：JAI Press。  new window
 
 
 
 
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