臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：服務接觸之架構模式與實證研究
書刊名：正修學報
作者：張景盛／翁慧卿／徐村和 引用關係
作者(外文)：Chang, Ching-Sheng／Weng, Hui-Ching／Hsu, Tsuen-Ho
出版日期：2007
卷期：20
頁次：頁217-236
主題關鍵詞：服務接觸；服務接觸評估模式；歐洲顧客滿意指標；顧客滿意；Service encounter；Service encounter evaluation model；European customer satisfaction index；ECSI；Customer satisfaction
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:0
  • 共同引用共同引用:0
  • 點閱點閱:31
本研究將以「服務接觸」作爲研究主題，並利用「服務接觸評估模式」及1998年歐洲顧客滿意指標工業委員會 (ECSI Technical Committee) 提出之ECSI (European Customer Satisfaction Index) 模式，導出本研究之架構模式，來描述在服務接觸過程對顧客滿意之影響，藉此獲得管理及研究上的意涵，並提出建議。在人際型的服務接觸以不同性質醫學中心的門診顧客爲研究對象，結果得知不論是一般科別或是婦產科別，均發現服務品質中，對醫療人員滿意的提昇，將會使整體滿意度提昇之幅度最大。
This research chooses "service encounter" as the topic, and introduces the frame model in this research using the "service encounter evaluation model" and the model of "European Customer Satisfaction Index (ESCI)" proposed by the ESCI Technical Committee in 1998, to describe the influence of service encounter on customer satisfaction in the encounter process, find out implications in management and research, and then make suggestions. Customers who request outpatient services in medical centers with different properties are the research subject, in order to observe interpersonal service encounters. The results reveal that in terms of service quality, the improvement in satisfaction with medical personnel will boost the overall satisfaction improvement to the maximum. This finding can be applied to both the general departments as well as the obstetrics and gynecology department.
期刊論文
1.Anderson, B. O.、Yip, C. H.、Ramsey, S. D.、Bengoa, R.、Braun, S.、Fitch, M.、Tsu, V. D.、Groot, M.、Sancho-Gamier, H.(2006)。Breast cancer in limited-resource countries: Health care systems and public policy。Breast Journal，72(1)，54-69。  new window
2.Tax, Stephen S.、Colgate, Mark、Bowen, David E.(2006)。How to prevent your customers from failing。MIT Sloan Management Review，47(3)，30-33。  new window
3.Anderson, B. A.(1976)。Comprehensive evaluation of fatty acids in foods. VII. Pork products。Journal of the American Dietetic Association，69(1)，44-49。  new window
4.Baker, D.、Julie, C.(1987)。The role of the environment in marketing service: The customer perspective, in the service challenge: Integrating for competing advantage。American Marketing Association，12(1)，77-84。  new window
5.Bhatia, R.(1984)。Integration, Development and Equity. Economic Integration in West Africa。Finance & Development，21(2)，51-52。  new window
6.Chang, C. S.、Weng, H. C.、Chang, H. H.、Hsu, T. H.(2006)。Customer satisfaction in medical service encounter--A comparison between obstetrics and gynecology patients and general medical patients。Journal of Nursing Research，14(1)，9-23。  new window
7.Cleary, P. D.、Delbanco, T. L.(1991)。Patients evaluate their hospital care: A national survey。Health Affairs，10(4)，254-267。  new window
8.Cleary, P. D.、McNeil, B. J.(1988)。Patient satisfaction as an indicator of quality care。Inquiry，25(1)，25-36。  new window
9.Crane, D.(1975)。Media and Medicine The Social Potential of the Patient: An Alternative to the Sick Role。Journal of Communication，25(3)，131-139。  new window
10.Dolen, M.、Willemijn, V.、Ruyter, K.(2002)。Moderated group chat: An empirical assessment of a new e-service encounter。International Journal of Service Industry management，13(5)，496-511。  new window
11.Gold, P. B.、Glynn, S. M.、Mueser, K. T.(2006)。Challenges to implementing and sustaining comprehensive mental health service programs。Evalution & the Health Professions，29(2)，195-218。  new window
12.Hays, J. M.、Hill, A. V.(2006)。An extended longitudinal study of the effects of a service guarantee。Production And Operations Management，15(1)，117-131。  new window
13.Lawthers, A. G.、Rozanski, B. S.、Nizankowski, R.、Rys, A.(1999)。Using patient surveys to measure the quality of out patient care in Krakow, poland。International Journal for Quality in Health Care，11(6)，497-506。  new window
14.Obenour, W.、Patterson, M.、Pedersen, P.、Pearson, L.(2006)。Conceptualization of a meaning-based research approach for tourism service experiences。Tourism Management，27(1)，34-41。  new window
15.O'Connor, S. J.、Bower, M. R.(1990)。An intergrative overview of the quality dimension: Marketing implications for the consumer-oriented health care organization。Medical care review，47(2)，193-219。  new window
16.Sasser, W.、Earl, R.、Olsen, P.、Wyckoff, D.(1978)。Management of service operations-text。Cases and Readings，55(6)，177-179。  new window
17.Stiles, G.、Renee, A.、Mick, C.、Stephen, S.(1994)。Classifying quality initiatives: A conceptual paradigm for literature review and policy analysis。Hospital & Health Services Administration，39(3)，309-326。  new window
18.Weiner, B.(1985)。Spontaneous' Causal Thinking。Psychological Bulletin，99，186-200。  new window
19.Wiertz, Caroline、Ruyter, K.、Keen, C.、Streukens, S.(2004)。Cooperating for service excellence in multichannel service systems: An empirical assessment。Journal of Business Research，57，424-436。  new window
20.Oliver, R. L.、DeSarbo, W. S.(1988)。Response determinants in satisfaction judgement。Journal of Consumer Research，14(3)，495-507。  new window
21.Williams, S. A.(1998)。Quality and care: Patients, perception。Journal of Nursing Care Quality，12(6)，18-25。  new window
22.Kennedy, H. P.(1995)。The essence of nurse-midwifery care: the woman's story。Journal of Nurse-Midwifery，40(5)，410-417。  new window
23.Herrmann, A.、Huber, F.、Braunstein, C.(2000)。Market-Driven product and service design: Bridging the gap between customer needs, quality management and customer satisfaction。International Journal of Production Economics，66(2)，76-77。  new window
24.Bowers, Michael R.、Swan, J. E.、Koehler, W. F.(1994)。What Attributes Determine Quality and Satisfaction with Health Care Delivery?。Health Care Management Review，19(4)，49-55。  new window
25.Walker, Rhett H.、Craig-Lees, Margaret、Hecker, Robert、Francis, Heather(2002)。Technology-enabled service delivery: An investigation of reasons affecting customer adoption and rejection。International Journal of Service Industry Management，13(1)，91-106。  new window
26.Snellman, K.、Vihtkan, T.(2003)。Customer complaining behaviour in technology-based service encounters。International Journal of Service Industry Management，14(2)，217-231。  new window
27.Solomon, Michael R.、Surprenant, Carol、Czepiel, John A.、Gutman, Evelyn G.(1985)。A role theory perspective dyadic interactions: The service encounter。Journal of Marketing，49(4)，99-111。  new window
28.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management，11(4-6)，509-514。  new window
29.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
30.Donabedian, Avedis(1988)。The quality of care: How can it be assessed?。Journal of the American Medical Association，260(12)，1743-1748。  new window
31.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
32.Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing，41(2)，73-80。  new window
33.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research，25(2)，204-212。  new window
34.Zhu, Faye X.、Wymer, Walter Jr.、Chen, Injazz(2002)。IT-based Services and Service Quality in Consumer Banking。International Journal of Service Industry Management，13(1)，69-90。  new window
35.Martensen, Anne、Gronholdt, Lars、Kristensen, Kai(2000)。The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark。Total Quality Management，11(4-6)，544-553。  new window
36.Söderlund, M.(2006)。Measuring customer loyalty with multi-item scales: A case for caution。International Journal of Service Industry Management，17(1)，76-98。  new window
37.Flott, Leslie W.(2002)。Customer Satisfaction。Metal Finishing，100(1)，58-63。  new window
38.Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。  new window
39.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
40.Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science，28(1)，138-149。  new window
41.Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing，51(2)，86-96。  new window
42.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing，9(4)，5-17。  new window
43.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
44.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
45.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
46.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
47.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
學位論文
1.Winsted, F. K.(1993)。Service Encounter Dimensions: A Cross-Cultural Analysis(博士論文)。University of Colorado，Boulder。  new window
圖書
1.Booms, B. H.、Bitner, M. J.(1981)。Marketing Strategies and Organizational Structures for Service Firms。Chicago：America Marketing Association。  new window
2.Fisk, R. P.(1981)。Toward a consumption/ evaluation process model for services。Chicago：America Marketing Association。  new window
3.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。  new window
其他
1.Department of Health, Executive Yuan, Taiwan, ROC(2005)。Medical care facilities & statistics，http://www.doh.gov.tw/statistic/data/， 2005/12/26。  new window
2.O'Loughlin, C.，Coenders, G.(2002)。Application of the European Customer Satisfaction Index to Postal Services. Structural Equation Models versus Partial Least Squares，Departament d'Economia。  new window
圖書論文
1.Shostack, G. Lynn(1985)。Planning the Service Encounter。The Service Encounter: Managing Employee/Customer Interaction in Service Businesses。Lexington, MA：Lexington Books。  new window
2.Grove, S. J.、Fisk, R. P.(1983)。The dramaturgy of services exchange: An analytical framework for services marketin。Emerging perspectives on services marketing。Chicago, IL：American Marketing Association。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：834（臺灣：818，外國：16） ／ 本年度總使用人次：2488187 ／ 訪客人次（自102年09月）：68300086
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上