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題名：市區公車乘客認知服務品質屬性之評估與改善排序--期望容忍區間與重要度為觀點
書刊名：運輸學刊
作者：胡凱傑 引用關係／任維廉 引用關係
作者(外文)：Hu, Kai-chieh／Jen, William
出版日期：2007
卷期：19:3
頁次：頁241-270
主題關鍵詞：期望；容忍區間；重要度；服務品質；市區公車；Expectation；Zone of tolerance；Importance；Service quality；City bus
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(3) 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:2
  • 共同引用共同引用:112
  • 點閱點閱:157
期刊論文
1.Dion, Paul A.、Javalgi, Rajshekhar G.、Dilorenzo-Aiss, Janet(1998)。An Empirical Assessment of the Zeithaml, Berry and Parasuraman Service Expectations Model。The Service Industries Journal，18(4)，66-86。  new window
2.Johnston, R.(1995)。The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service。International Journal of Service Industry Management，6(2)，46-61。  new window
3.Liljander, V.、Strandvik, T.(1995)。Estimating Zones of Tolerance in Perceived Service Quality。International Journal of Service Industry Management，4(2)，6-28。  new window
4.Tears, Kenneth R.(1993)。Consumer Expectations and the Measurement of Perceived Service Quality。Journal of Professional Service Marketing，8(2)，33-54。  new window
5.Mattsson, Jan(1992)。A Service Quality Model Based on an Ideal Value Standard。International Journal of Service Industry Management，3(3)，18-33。  new window
6.Winer, R. S.、Oliver, R. L.、Winer, R. S.(1987)。A Framework for the Formation and Structure of Consumer Expectations: Review and Propositions。Journal of Economic Psychology，8(4)，469-499。  new window
7.Chapman, R. G.(1993)。Brand Performance Comparative。Journal of Products and Brand Management，2(1)，42-50。  new window
8.Dodds, W. B.、Monroe, K. B.(1990)。The Effect of Brand and Price Information on Subjective Product Evaluations。Advances in Consumer Research，12(1)，85-91。  new window
9.李春長(20030500)。房屋仲介業服務品質之決定模式--SERVQUAL模式之應用。都市與計劃，30(1)，19-35。new window  延伸查詢new window
10.Parasuraman, A、Zeithaml, V. A.、Barry, L. L.(1993)。The nature and determinants of customer exceptions of Science。Journal of academy of marketing service，21(1)，1-12。  new window
11.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review，32(3)，39-48。  new window
12.Hollenhorst, S.、Olson, D.、Fortney, R.(1992)。Use of Important-Performance Analysis to Evaluate State Park Cabins: The case of The West Virginia State Park System。Journal of Park and Recreation Administration，10(1)，1-11。  new window
13.Martilla, John A.、James, John C.(1997)。Importance-Performance Analysis。Journal of Marketing，41(1)，77-79。  new window
14.Sethna, Beheruz N.(1982)。Extensions and Testing of Importance-performance Analysis。Business Economic，17(4)，28-31。  new window
15.Hammasi, M.、Strong, K. C.、Taylor, S. A.(1994)。Measuring service quality for strategies planning and analysis in service firms。Journal of Applied Business Research，10(4)，24-34。  new window
16.Van Dyke, T. P.、Kappelman, L. A.、Prybutok, V. R.(1997)。Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire。MIS Quarterly，21(2)，195-208。  new window
17.Rust, Roland T.、Oliver, Richard L.(2000)。Should we delight the customer?。Journal of the Academy of Marketing Science，28(1)，86-94。  new window
18.Berry, L. L.、Zeithaml, V. A.、Parasuraman, A.(1990)。Five imperatives for improving service quality。Sloan Management Review，31(4)，29-38。  new window
19.O'Neill, Martin A.、Palmer, Adrian(2004)。Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education。Quality Assurance in Education，12(1)，39-52。  new window
20.Chéron, E. J.、McTavish, R.、Perrien, J.(1989)。Segmentation of Bank Commercial Markets。International Journal of Bank Marketing，7(6)，25-30。  new window
21.Burns, Alvin C.(1986)。Generating marketing strategy priorities based on relative competitive position。The Journal of Consumer Marketing，3(4)，49-56。  new window
22.Grönroos, Christian(1982)。An applied service marketing theory。European Journal of Marketing，16(7)，30-41。  new window
23.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
24.Slack, N.(1994)。The importance-performance matrix as a determinant of improvement priority。International Journal of Operations & Production Management，14(5)，59-75。  new window
25.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
26.張重昭、高麗文(19950300)。參考價格對消費者行為之影響。中山管理評論，3(1)，80-107。new window  延伸查詢new window
27.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
28.Matzler, Kurt、Sauerwein, Elmar、Heischmidt, Kenneth A.(2003)。Importance-performance Analysis Revisited: The Role of the Factor Structure of Customer Satisfaction。The Service Industries Journal，23(2)，112-129。  new window
29.任維廉、呂堂榮(20051200)。應用多重期望於服務品質屬性之改善排序與改善方案之擬定--以汽車客運業為例。運輸學刊，17(4)，423-448。new window  延伸查詢new window
30.張淑青(19960300)。中正機場公民營航空貨運站服務品質之研究。運輸學刊，9(1)=31，101-115。new window  延伸查詢new window
31.任維廉、胡凱傑(20010600)。大眾運輸服務品質量表之發展與評估--以臺北市公車系統為例。運輸計劃，30(2)，371-407。new window  延伸查詢new window
32.Bacon, Donald R.(2003)。A comparison of approaches to Importance-Performance Analysis。International Journal of Market Research，45(1)，55-71。  new window
33.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review，61(5)，64-75。  new window
34.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
35.Parasuraman, A.、Berry, Leonard L.(1997)。Listening to the Customer--The Concept of a Service-quality Information System。MIT Sloan Management Review，38(3)，65-76。  new window
36.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
37.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
38.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。  new window
39.Santos, J.、Boote, J.(2003)。A Theoretical Exploration and Model of Consumer Expectations, Post-purchase Affective States and Affective Behaviour。Journal of Consumer Behaviour，3(2)，142-156。  new window
40.張立人、孫路弘、熊瑞梅(2005)。運用容忍區間理論探討住宿服務品質。餐旅暨家政學刊，2(1)，19-32。new window  延伸查詢new window
41.Dolinsky, A. L.、Caputo, R. K.(1991)。Adding a Competitive Dimension to Importance-performance Analysis: An Application to Traditional Health Care System。Health Marketing Quarterly，8(3/ 4)，61-79。  new window
42.Laroche, M.、Kalamas, M.、Cheikhrouhou, S.、Cezard, A.(2004)。An Assessment of the Dimensionality of Should and Will Service Expectations。Canadian Journal of Administrative Sciences，21(4)，361-375。  new window
43.Walker, J.、Baker, J.(2000)。An Exploratory Study of a Multi-expectation Framework for Services。Journal of Services Marketing，14(5)，411-431。  new window
44.Ham, C. L.(2003)。Analyzing the Value of Service Quality Management: Gaining Competitive Advantages。International Journal of Value-Based Management，16(2)，131-152。  new window
45.de Carvalho, F. A.、Leite, V. F.(1999)。Attribute Importance in Service Quality: An Empirical Test of the PBZ Conjecture in Brazil。International Journal of Service Industry Management，10(5)，487-504。  new window
46.Michel, S.(2004)。Consequences of Perceived Acceptability of a Bank's Service Failures。Journal of Financial Services Marketing，8(4)，367-377。  new window
47.Van Ryzin, G. G.、Immerwahr, S.(2004)。Derived Importance-Performance Analysis of Citizen Survey Data。Public Performance & Management Review，27(4)，144-173。  new window
48.Nadiri, H.、Hussain, K.(2005)。Diagnosing the Zone of Tolerance for Hotel Services。Managing Service Quality，15(3)，259-277。  new window
49.Van Riel, A. C. R.、Semeijn, J.、Janssen, W.(2003)。E-service Quality Expectations: A Case Study。Total Quality Management and Business Excellence，14(4)，437-450。  new window
50.Ham, C.、Johnson, W.、Weinstein, A.、Plank, R.、Johnson, P. L.(2003)。Gaining Competitive Advantages: Analyzing the Gap between Expectations and Perceptions of Service Quality。International Journal of Value-based Management，16(2)，197-203。  new window
51.Ojasalo, J.(2001)。Managing Customer Expectations in Professional Services。Managing Service Quality，11(3)，200-212。  new window
52.Dean, A. M.(2004)。Rethinking Customer Expectations of Service Quality: Are Call Centers Different?。Journal of Services Marketing，18(1)，60-77。  new window
53.Cook, C.、Heath, F.、Thompson, B.(2003)。Zone of Tolerance in Perceptions of Library Service Quality: A LibQUAL+TM Study。Portal: Libraries and the Academy，3(1)，112-123。  new window
學位論文
1.夏翊倫(2000)。運用期望容忍區間探討優良商店認證餐廳服務品質(碩士論文)。東海大學。  延伸查詢new window
2.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
3.莊瑞鑫(1999)。服務品質與消費者行為意圖關係之研究，0。  延伸查詢new window
圖書
1.Sasser, W. E.、Wyckoff, D. D.、Olsen, R. P.(1987)。Management of service operation: Text and cases。New York, NY：Allyn and Bacon。  new window
2.Jacoby, J.、Olson, J. C.(1985)。Perceived Quality。Lexington, MA：Lexington Books。  new window
3.Lovelock, C.、Wirtz, J.(2004)。Services Marketing: People, Technology, Strategy。Prentice-Hall。  new window
4.O'Sullivan, Ellen L.(1991)。Marketing for parks, recreation, and leisure。State College, PA：Venture Publishing, Inc.。  new window
5.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
 
 
 
 
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