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題名：人力銀行服務品質之研究--Kano二維品質及IPA整合模式之應用
書刊名：績效與策略研究
作者：林淑萍 引用關係／李暐珣／詹雅慧
作者(外文)：Lin, Shu-ping／Lee, Wei-syun／Chan, Ya-hui
出版日期：2007
卷期：4:2
頁次：頁1-17
主題關鍵詞：人力銀行；網路服務品質；重要-表現程度分析；Kano品質模式；IPA；HR service agency；Online service quality；Importance-performance analysis；Kano's model
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(11) 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:11
  • 共同引用共同引用:0
  • 點閱點閱:100
期刊論文
1.Park, Hee J.、Yhang, Wii J.(2002)。A study on the relationship between the use behaviors, demographics, and restaurant selection attributes。Journal of the Korean Society of Food Science and Nutrition，31(3)，492-499。  new window
2.Kay, A. S.(2000)。Recruiters embrace the Internet-Employers tout the lower cost, wider reach and targeting ability of online job boards。Information week，788，72-76。  new window
3.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
4.Madu, C. N.、Madu, A. A.(2002)。Dimensions of E-Quality。International Journal of Quality and Reliability Management，19(3)，246-258。  new window
5.Chapman, R. G.(1993)。Brand Performance Comparative。Journal of Products and Brand Management，2(1)，42-50。  new window
6.Johnston, Robert(1995)。The Determinants of Service Quality: Satisfiers and Dissatisfiers。International Journal of Service Industry Management，6(5)，53-71。  new window
7.Hurley, R. F.、Estelami, H.(1998)。Alternatives Indexes for Monitoring Customer Perceptions of Service Quality: A Comparative Evaluation in a Retail Context。Journal of the Academy of Marketing Science，26(3)，209-221。  new window
8.Chéron, E. J.、McTavish, R.、Perrien, J.(1989)。Segmentation of Bank Commercial Markets。International Journal of Bank Marketing，7(6)，25-30。  new window
9.Anderson, E. W.、Mittal, V.(2000)。Strengthening the satisfaction-profit chain。Journal of Service Research，3(2)，107-120。  new window
10.Sampson, S. E.、Showalter, M. J.(1999)。The performance-importance response function: observations and implications。The Service Industries Journal，19(3)，1-25。  new window
11.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Malhotra, Arvind(2005)。E-S-QUAL: A multiple-item scale for assessing electronic service quality。Journal of Service Research，7(3)，213-233。  new window
12.Matzler, K.、Sauerwein, E.(2002)。The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis。International Journal of Service Industry Management，13(4)，314-332。  new window
13.Matzler, Kurt、Bailom, Franz、Hinterhuber, Hans H.、Renzl, Birgit、Pichler, Johann(2004)。The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis。Industrial Marketing Management，33(4)，271-277。  new window
14.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
15.Martilla, John A.、James, John C.(1977)。Importance-performance analysis。Journal of Marketing，41(1)，77-79。  new window
16.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
17.Zeithaml, Valarie A.、Parasuraman, Ananthanarayanan、Malhotra, Arvind(2002)。Service quality delivery through Web sites: A critical review of extant knowledge。Journal of the Academy of Marketing Science，30(4)，362-375。  new window
18.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
19.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
研究報告
1.Zeithaml, V. A.、Parasuraman, A.、Malhotra, A.(2000)。E-Service Quality: Definition, Dimensions and Conceptual Model。Cambridge, MA：Marketing Science Institute。  new window
學位論文
1.Shih, Suming(2005)。Measuring e-Service Quality of B2C website: e-SERVQUAL Perspective(碩士論文)。SOOCHOW University，Taipei。  new window
2.Hsieh, Tzong Yin(2005)。Research on developing an instrument of measuring service quality on online auction(碩士論文)。SOOCHOW University，Taipei。  new window
3.Chen, Robert(2000)。Service functions of the third-party recruitment sites in Taiwan(碩士論文)。DA-YAH University。  new window
圖書
1.Terpstra, V.(1996)。International Marketing。Florida, U.S.A.：Dryden Press。  new window
2.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
 
 
 
 
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