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：應用結構方程模式探討不同性質員工服務品質對顧客滿意之影響--兼論影響服務品質之動因
書刊名：顧客滿意學刊
作者：王文英 引用關係／張清福 引用關係
作者(外文)：Wang, Wen-ying／Chang, Chingfu
出版日期：2007
卷期：3:2
頁次：頁121-152
主題關鍵詞：服務品質；顧客滿意；服務專員；技術人員；員工能力；Service quality；Customer satisfaction；Service personnel；Technical personnel；Employee capability
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(5) 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:5
  • 共同引用共同引用:31
  • 點閱點閱:23
本文採用結構方程模式探討不同性質員工所提供的服務品質對顧客滿意之影響，並進而探究影響服務品質之動因。所選取的對象為我國汽車維修服務之代表企業國都。結果發現：顧客所感受的服務品質會影響顧客滿意，而且不同性質的員工所提供之服務品質對顧客滿意的影響程度不同，相較於技術人員而言，與顧客直接接觸的服務專員所提供之服務會有較大的影響。此研究結果具有管理上之意涵與啟示，企業應確切掌握各類主要人員所提供的服務對顧客滿意之影響情形，俾能有效率地將有限資源優先投入在對顧客滿意會有較大影響之服務項目的品質改善與加強上。另外，員工能力為影響服務品質的動因，透過加強與管理員工能力，將有助於服務品質之改善。
This study applies Structural Equation Model investigate the relationship between service quality and customer satisfaction, the contribution of service and technical personnel to customer satisfaction, and the driver of service quality. The sample includes 16 car maintenance centers of a car dealer in Taiwan. The findings provide interesting management implication for car service industry. The service quality perceived by customers enhances customer satisfaction. However, service personnel and technical personnel contribute to different levels of customer satisfaction. The service personnel directly dealing with customers contribute more to the customer satisfaction than other personne1. The findings provide important management implication for car service industry. Appropriate management and enhancement of the service quality of service personnel and technical personnel is an essential to improve the service quality so that customer satisfaction can be achieved. Furthermore, management should focus on the enhancement of employee capability because it’s the driver of service quality.
期刊論文
1.Olorunniwo, F.、Hsu, M. K.(2006)。A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services。Managing Service Quality，16(2)，106-123。  new window
2.Peterson, R. A.、Wilson, W. R.(1992)。Measuring Customer Satisfaction: Fact and Artifact。Journal of the Academy of Marketing Science，20(1)，61-71。  new window
3.廖則竣、江志卿(20050100)。網站服務品質、顧客滿意度及後續行為意圖之探討：以網路購物為例。管理與系統，12(1)，23-47。new window  延伸查詢new window
4.Crawford, J. C.、Getty, J. M.(1991)。The Marketing of Services: A Quality Perspective。Journal of Professional Services Marketing，8(1)，5-15。  new window
5.Olorunniwo, F. M.、Hsu, M. K.、Udo, G. J.(2006)。Service quality, customer satisfaction, and behavioral intentions in the service factory。Journal of Services Marketing，20(1)，59-72。  new window
6.Baker, J. A.、Lamb, C. W. Jr.(1993)。Measuring Architectural Design Service Quality。Journal of Professional Services Marketing，10(1)，89-106。  new window
7.Chen, C. N.、Ting, S. C.(2002)。A Study Using the Grey System Theory to Evaluate the Importance of Various Service Quality Factors。The International Journal of Quality & Reliability Management，19(6/7)，838-861。  new window
8.Fornell, C.、Johnson, M. D.(1993)。Differentiation as a Basis for Explaining Customer Satisfaction across Industries。Journal of Economic Psychology，14(4)，681-696。  new window
9.Hennig-Thurau, T.(2004)。Customer Orientation of Service Employees。International Journal of Service Industry Management，15(5)，460-478。  new window
10.Higgins, L. F.、Ferguson, J. M.(1991)。Practical Approaches for Evaluating the Quality Dimensions of Professional Accounting Services。Journal of Professional Services Marketing，7(1)，3-17。  new window
11.Liu, C. M.(2005)。The Multidimensional and Hierarchical Structure of Perceived Quality and Customer Satisfaction。International Journal of Management，22(3)，426-435。  new window
12.McCune, J. T.(1989)。Customer Satisfaction as a Strategic Weapon: The Implications for Performance Management。Human Resource Planning，12(3)，195-204。  new window
13.Andaleeb, S. S.、Conway, C.(2006)。Customer satisfaction in the restaurant industry: An examination of the transaction-specific model。The Journal of Services Marketing，20(1)，3-11。  new window
14.Caruana, A.、Ewing, M. T.、Ramaseshan, B.(2000)。Assessment of the three-column format SERVQUAL: An experimental approach。Journal of Business Research，49(1)，57-65。  new window
15.Grönroos, C.(1988)。New Competition in the Service Economy: The Five Rules of Service。International Journal of Operations & Production Management，8(3)，9-19。  new window
16.Van Der Meer-Kooistra, J.、Zijlstra, S. M.(2001)。Reporting on Intellectual Capital。Accounting, Auditing and Accountability Journal，14(4)，456-476。  new window
17.Hauschild, S.、Licht, T.、Stein, W.(2001)。Creating a knowledge culture。The McKinsey Quarterly，74(1)，74-81。  new window
18.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。  new window
19.Itiner, C. D.、Larcker, D. F.(1998)。Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction。Journal of Accounting Research，36(Supplement)，1-35。  new window
20.Dabholkar, Pratibha A.、Shepherd, C. David、Thorpe, Dayle I.(2000)。A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues through A Longitudinal Study。Journal of Retailing，76(2)，139-173。  new window
21.Taylor, Steven A.、Baker, Thomas L.(1994)。An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions。Journal of Retailing，70(2)，163-178。  new window
22.Cudeck, R.(1989)。Analysis of Correlation Matrices Using Covariance Structure Models。Psychological Bulletin，105，281-302。  new window
23.Booth, Rupert(1998)。The measurement of intellectual capital。Management Accounting，76(10)，26-28。  new window
24.Ulrich, D.(1998)。Intellectual capital = Competence × Commitment。Sloan Management Review，39(2)，15-26。  new window
25.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
26.Lassar, Walfried M.、Winsor, Robert D.、Manolis, Chris(2000)。Service Quality Perspectives and Satisfaction in Private Banking。Journal of Services Marketing，14(3)，244-271。  new window
27.Banker, Rajiv D.、Potter, Gordon、Srinivasan, Dhinu(2000)。An Empirical Investigation of an Incentive Plan That Includes Nonfinancial Performance Measures。The Accounting Review，75(1)，65-92。  new window
28.Heskett, James L.(1987)。Lessons in the Service Sector。Harvard Business Review，65(2)，118-126。  new window
29.Humphreys, M. A.、Williams, M. R.(1996)。Exploring the Relative Effects of Salesperson Interpersonal Process Attributes and Technical Product Attributes on Customer Satisfaction。Journal of Personal Selling and Sales Management，16(3)，47-57。  new window
30.Brown, T. J.、Churchill, G. A. Jr.、Peter, J. P.(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。  new window
31.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
32.Berry, L. L.、Zeithaml, V. A.、Parasuraman, A.(1990)。Five imperatives for improving service quality。Sloan Management Review，31(4)，29-38。  new window
33.Gummesson, Evert(1991)。Marketing-orientation Revisited: The Crucial Role of the Part-time Marketer。European Journal of Marketing，25(2)，60-75。  new window
34.Spreng, R. A.、Mackoy, R. D.(1996)。An empirical examination of a model of perceived service quality and satisfaction。Journal of Retailing，72(2)，201-214。  new window
35.Mittal, B.、Lassar, W. M.(1998)。Why do Customers Switch? The Dynamics of Satisfaction Versus Loyalty。Journal of Services Marketing，12(3)，177-194。  new window
36.Kaplan, Robert S.、Norton, David P.(1996)。Linking the Balanced Scorecard to Strategy。California Management Review，39(1)，53-79。  new window
37.Athanassopoulos, A. D.(2000)。Customer satisfaction cues to support market segmentation and explain switching behavior。Journal of Business Research，47(3)，191-207。  new window
38.Cadotte, Ernest R.、Woodruff, Robert B.、Jenkins, Roger L.(1987)。Expectations and Norms in Models of Consumer Satisfaction。Journal of Marketing Research，24(3)，305-314。  new window
39.Steiger, James H.(1990)。Structural Model Evaluation and Modification: An Interval Estimation Approach。Multivariate Behavioral Research，25(2)，173-180。  new window
40.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
41.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing，60(4)，7-18。  new window
42.Roos, Göran、Roos, Johan(1997)。Measuring your Company's Intellectual Performance。Long Range Planning，30(3)，413-426。  new window
43.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
44.George, William R.(1990)。Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level。Journal of Business Research，20(1)，63-70。  new window
45.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。  new window
46.Jaworski, Bernard J.、Kohli, Ajay K.(1993)。Market Orientation: Antecedents and Consequences。Journal of Marketing，57(3)，53-70。  new window
47.Bonoma, Thomas V.(1985)。Case research in marketing: opportunities, problems, and a process。Journal of Marketing Research，22(2)，199-208。  new window
48.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
49.李正文、陳煜霖(20050300)。服務品質、顧客知覺與忠誠度間關係之研究--以行動通訊系統業為例。顧客滿意學刊，1(1)，51-84。new window  延伸查詢new window
50.Schneider, Benjamin、Bowen, David E.(1993)。The service organization: Human resources management is crucial。Organizational Dynamics，21(4)，39-52。  new window
51.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
52.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
53.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
54.Price, L. L.、Arnould, E. J.、Tierney, P.(1995)。Going to extremes: managing service encounters and assessing provider performance。Journal of Marketing，59(2)，83-97。  new window
55.Berry, Leonard L.、Parasuraman, A.、Zeithaml, Valarie A.(1988)。The Service-Quality Puzzle。Business Horizons，31(5)，35-43。  new window
56.Hu, Li-tze、Bentler, Peter M.(1999)。Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives。Structural Equation Modeling: A Multidisciplinary Journal，6(1)，1-55。  new window
57.MacCallum, Robert C.、Browne, Michael W.、Sugawara, Hazuki M.(1996)。Power analysis and determination of sample size for covariance structure modeling。Psychological Methods，1(2)，130-149。  new window
58.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
59.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
60.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
61.Kaplan, Robert S.、Norton, David P.(1996)。Using the balanced scorecard as a strategic management system。Harvard Business Review，74(1)，75-85。  new window
會議論文
1.McNally, R. C.、Griffin, A.(2006)。The Role of Customer Relationship Management Software in Customer Satisfaction: Examining Service Employee-Customer-Technology Relationships。The American Marketing Association Conference。St. Petersburg, FL。  new window
研究報告
1.Foster, G.、Gupta, M.(1997)。The Customer Profitability Implications of Customer Satisfaction。Alto Polo, CA：Stanford University。  new window
學位論文
1.顏千芬(2006)。以知覺價值模式為基礎來探討國產汽車維修廠之顧客滿意度研究(碩士論文)。國立成功大學。  延伸查詢new window
2.柯宜君(2000)。消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響--於三種有形性比重不同服務業之比較(碩士論文)。國立政治大學。  延伸查詢new window
3.余錦芳(2002)。顧客滿意與品牌忠誠度之相關研究(碩士論文)。國立高雄第一科技大學。  延伸查詢new window
圖書
1.Naumann, E.、Giel, K.(1995)。Customer Satisfaction Measurement and Management。Cincinnati, OH。  new window
2.McKenzie, Ray(2001)。The Relationship-Based Enterprise: Powering Business Success through Customer Relationship Management。New York, NY：McGraw-Hill。  new window
3.Kaplan, R. S.、Norton, D. P.(2001)。The strategy: focused organization。Boston, MA：Harvard Business School Press。  new window
4.陳順宇、鄭碧娥(1999)。STATISTICA手冊（1）：基本統計。台北：華泰書局。  延伸查詢new window
5.Quinn, J. B.(1992)。Intelligent enterprise。New York：Free Press。  new window
6.Stewart, Thomas A.(1997)。Intellectual capital: the new wealth of organizations。New York：Bantam DoubIeday Dell Publishing Group, Inc.。  new window
7.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
8.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
9.陳順宇(2000)。多變量分析。臺北：華泰書局。  延伸查詢new window
10.Gronroos, Christian(1982)。Strategic Management and Marketing in the Service Sector。Swedish School of Economics and Business Administration。  new window
11.Kaplan, Robert S.、Norton, David P.(1996)。The Balanced Scorecard: Translating Strategy into Action。Boston：Harvard Business School Press。  new window
12.Yin, Robert K.(1989)。Case Study Research: Design and Methods。Sage Publications。  new window
圖書論文
1.Browne, Michael W.、Cudeck, Robert(1993)。Alternative ways of assessing model fit。Testing Structural Equation Models。Sage。  new window
2.Marsh, H. W.、Balla, J. R.、Hau, K. T.(1996)。An Evaluation of Incremental Fit Indices: A Clarification of Mathematical and Empirical Properties。Advanced Structural Equation Modeling: Issues and Techniques。Lawrence Erlbaum Associates。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
無相關點閱
 
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：772（臺灣：761，外國：11） ／ 本年度總使用人次：2133566 ／ 訪客人次（自102年09月）：67944227
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