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題名:Kano模型與SERVQUAL之修正整合以選擇改善之優先順序
書刊名:全球商管研究
作者:林恩詰李友錚 引用關係余惠芳 引用關係陳日光
作者(外文):Lin, Shao-BinLee, Yu-ChengYu, Hui-FunChen, Tzu-kuang
出版日期:2006
卷期:1:1
頁次:頁31-41
主題關鍵詞:Kano模型服務品質Kano modelSERVQUALService quality
原始連結:連回原系統網址new window
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Kano模型已被廣泛的接受與運用在各個領域,但仍有某些爭論於許多研究中被提出,其中,品質屬性與顧客滿意度間之關係是主要項目之一。近年來有些研究注意到品質屬性與整體顧客滿意度是非線性且不對稱之關係,然而較少之研究進一步去探討在不同的品質屬性下其與顧客滿意度間的關係。因此,本研究從展望理論之角度,來探討不同的品質屬性其與顧客滿意度間的關係,並且進一步地提出滿足各品質屬性與顧客滿意度間的性質特性之函數式,然後與SERVQUAL量表做整合,以顧客滿意度之增量來取代傳統上以缺口之大小為基而選定改善順序之方法。最後以一案例探討,來驗證此修正Kano模型之適用性及有效性。
The Kano model is widely accepted and applied in many domains, but some arguments exited in few researches, one of them, the relationship between quality attributed and customer satisfaction. Recent researchers had paid attention to asymmetric impact of negative and positive discrepancy on overall customer satisfaction, however, very less research has been done into the effect of quality attributes with different characteristics on customer satisfaction. This research attempted to revise Kano model, to depict the relationship between individual quality attribute and customer satisfaction from prospect theory viewpoint, then, proposed the equation which conform to the nature of characteristic between individual quality attribute and customer satisfaction, further integrate with SERVQUAL, to change the choice of improvement priority from the conventional gap value based to the increasing degree of customer satisfaction. Finally, a sample was illustrated to demonstrate its' available and effective.
期刊論文
1.陳正男、丁學勤(2002)。The asymmetrical and non-linear effects of store quality attributes on customer satisfaction。Total Quality Management,13(4),547-569。  new window
2.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
3.Bordley, R. F.(2001)。Integrating gap analysis and utility theory in service research。Journal of Service Research,3(4),300-309。  new window
4.Huiskonen, J.、Pirttila, T.(1998)。Sharpening Logistics Customer Service Strategy Planning by Applying Kano's Quality Element Classification。International Journal of Production Economics,56/57(1),253-260。  new window
5.Shahin, A.(2004)。Integration of FMEA and the Kano model: An exploratory examination。International Journal of Quality & Reliability Management,21(7),731-746。  new window
6.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
7.Matzler, K.、Fuchs, M.、Schubert, A. K.(2004)。Employee Satisfaction: Does Kano's Model Apply?。Total Quality Management & Business Excellence,15(9/10),1179-1198。  new window
8.Mittal, Vikas、Ross, William T. Jr.、Baldasare, Patrick M.(1998)。The Asymmetric Impact of Negative and Positive Attribute-level Performance on Overall Satisfaction and Repurchase Intentions。Journal of Marketing,62(1),33-47。  new window
9.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
10.Kahneman, Daniel、Tversky, Amos(1979)。Prospect Theory: An Analysis of Decision under Risk。Econometrica: Journal of the Econometric Society,47(2),263-292。  new window
11.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
12.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
會議論文
1.Kano, N.(2001)。Life cycle and creation of attractive quality。The fourth International QMOD Conference on Quality Management and Organisational Development。Linköping:University of Linköping。  new window
 
 
 
 
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