Developing a Customer-Oriented Service Evaluation System (COSES) for the Public Sector_

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題名：	Developing a Customer-Oriented Service Evaluation System (COSES) for the Public Sector
書刊名：	中山管理評論
作者：	Chen, Chi-kuang／Yu, Chang-hsi／Yang, Shiow-jiuan／Chang, Hsiu-chen
出版日期：	2004
卷期：	12:5
頁次：	頁107-123
主題關鍵詞：	Public management；Public service；Customer-orientation；Service system
原始連結：	連回原系統網址
相關次數：	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:1 共同引用:0 點閱:43

期刊論文
1.	Jaworski, Bernard J.、Kohli, Ajay K.、Sahay, Arvind(2000)。Market driven versus driving markets。Journal of the Academy of Marketing Science，28(1)，45-54。
2.	Felton, A. P.(195907)。Making the marketing concept work。Harvard Business Review，37，55-65。
3.	Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Customer orientation: Effects on customer service perceptions and outcome behaviors。Journal of Service Research，3(3)，241-251。
4.	Steinman, C.、Deshpande, R.、Farley, J. U.(2000)。Beyond Market Orientation: When Customers and Suppliers Disagree。Journal of the Academy of Marketing Science，28(1)，109-119。
5.	Houston, F. S.(198604)。The marketing concept: what it is and what it is not。Journal of Marketing，50(2)，81-97。
6.	Parasuraman, A.(1987)。Customer-oriented corporate cultures are crucial to services marketing success。Journal of Services Marketing，1(1)，39-46。
7.	Brown, T. J.、Mowen, J. C.、Donavan, D. T.、Licata, J. W.(2002)。The customer orientation of service workers: Personality trait effects on self- and supervisor performance ratings。Journal of Marketing Research，39(1)，110-119。
8.	Markus, M. Lynne(1983)。Power, Politics, and MIS Implementation。Communications of the ACM，26(6)，430-444。
9.	Shapiro, B. P.(198811)。What the Hell is Market Oriented?。Harvard Business Review，66(6)，119-125。
10.	Webster, F. E., Jr.(1988)。The rediscovery of the marketing concept。Business Horizons，31(3)，29-39。
11.	Schein, E. H.(1984)。Coming to a new awareness of organizational culture。Sloan Management Review，25(2)，3-16。
12.	Kohli, Ajay K.、Jaworski, Bernard J.(1990)。Market Orientation: The Construct, Research Propositions, and Managerial Implications。Journal of Marketing，54(2)，1-18。
13.	Athanassopoulos, A. D.(2000)。Customer satisfaction cues to support market segmentation and explain switching behavior。Journal of Business Research，47(3)，191-207。
14.	Saxe, Robert、Weitz, Barton A.(1982)。The SOCO scale: A measure of the customer orientation of salespeople。Journal of Marketing Research，19(3)，343-351。
15.	Hofstede, Geert、Neuijen, Bram、Ohayv, Denise Daval、Sanders, Geert(1990)。Measuring Organizational Cultures: A Qualitative and Quantitative Study across Twenty Cases。Administrative Science Quarterly，35(2)，286-316。
16.	Bowen, David E.、Lawler, Edward E. III(1992)。The Empowerment of Service Workers: What, Why, How, and When?。Sloan Management Review，33(3)，31-39。
17.	Deshpandé, Rohit、Farley, John U.、Webster, Frederick E. Jr.(1993)。Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis。Journal of Marketing，57(1)，23-37。
18.	Hartline, M. D.、McKee, D. O.、Maxham, J. G. III(2000)。Corridors of Influence in the Dissemination of Customer-oriented Strategy to Customer Contact Service Employees。Journal of Marketing，64(2)，35-50。
19.	Narver, John C.、Slater, Stanley F.(1990)。The Effect of a Market Orientation on Business Profitability。Journal of Marketing，54(4)，20-35。
20.	Alam, I.、Perry, C.(2002)。A customer-oriented new service development process。The Joumal of Services Marketing，16(6)，515-534。
21.	Dobni, D.、Ritchie, J. R. B.、Zerbe, W.(2000)。Organizational values: The inside view of service productivity。Journal of Business Research，47，91-107。
22.	江行全、陳啟光(2002)。A study of customer-oriented service culture - Concepts and approaches。Research Development and Evaluation，26(5)，93-101。
23.	Lozano, A. R. P.(2000)。A customer orientation checklist: A model。Library Review，49(4)，173-178。
24.	Maull, R.、Brown, P.、Cliffe, R.(2001)。Organizational culture and quality improvement。International Journal of Operations & Production Management，21(3)，302-326。
25.	McGee, L. W.、Spiro, R. L.(198805)。The marketing concept in perspective。Business Horizons，40-45。
26.	Nwankwo, S.(1995)。Developing a customer orientation。Journal of Consumer Marketing，12(5)，5-15。
27.	Payne, A. F.(198805)。Developing a marketing oriented organization。Business Horizons，46-53。
28.	Solimine, G.(1995)。A partire dal cliente。Biblioteche Oggi，12(2)，40-44。
29.	Yasin, M. M.、Yavas, U.(1999)。Enhancing customer orientation of service delivery systems: an integrative framework。Managing Service Quality，9(3)，198-203。

圖書
1.	Webster, Frederick E. Jr.(1994)。Market-Driven Management: Using the New Marketing Concept to Create a Customer-Oriented Company。John Wiley & Sons, Inc。
2.	Whiteley, R. C.(1991)。The Customer Driven Company。沒有紀錄：The Forum Corporation。
3.	Kreitner, R.、Kinicki, A.(1992)。Organizational Behavior。Homewood, IL：Richard D. Irwin。
4.	Carr, D. K.、Littman, I. D.(1991)。Excellence in Government: Total Quality Management in the 1990's。VA：Coopers and Lybrand。
5.	Davis, S. M.(1984)。Managing Corporate Culture。Cambridge, Mass.：Ballinger Publishing Company。
6.	Juran, J. M.(1992)。Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services。New York, NY：Juran Institute：The Free Press。
7.	Oakland, J. S.(1993)。Total Quality Management。Oxford。
8.	Gore, A. I.(1993)。Creating A Government that Works Better and Costs Less: Report of the National Performance Review。Washington, DC：U. S. Government Printing Office。
9.	Hofstede, Geert H.(1980)。Culture's consequences: International differences in work-related values。Beverly Hills, California：Sage。
10.	LeCompte, Margaret Diane、Goetz, Judith Preissle(1984)。Ethnography and qualitative design in educational research。Academic Press。
11.	Bate, P.(1995)。Strategies for Cultural Change。Oxford：Butterworth-Heinemann。
12.	Crego, E.、Schiffrin, P.(1995)。Customer-centered Reengineering。Customer-centered Reengineering。New York, NY。

圖書論文
1.	Price, F.(1991)。The Quality Concept and Objectives。Gower Handbook of Quality Management。Vermont：Gower Publishing。
2.	Nwankwo, S.、Richardson, B.(1994)。Reviewing service quality in the public sector。The Public Sector in Transition。Sheffield：Pavic Publications。

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