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題名:觀光飯店餐飲部門之服務品質與顧客滿意度量表編製之研究
書刊名:弘光學報
作者:洪麗美莊照明陳春富廖翊岑
作者(外文):Hung, Li-meiChuang, Chao-mingChen, Chun-fuLiao, Yi-che
出版日期:2008
卷期:53
頁次:頁179-198
主題關鍵詞:服務業餐飲部門服務品質顧客滿意度Service industryCatering departmentService qualityCustomer 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:1
  • 共同引用共同引用:48
  • 點閱點閱:71
期刊論文
1.Flanagan, A.、Frederick, H.(1993)。The Relationship Between Employee Perceived Service Climate and Consumer Satisfaction。Journal of Marketing,42(1),24-33。  new window
2.Smith, Anne M.(1999)。Some Problems When Adopting Churchill's Paradigm for the Development of Service Quality Measurement Scales。Journal of Business Research,46,109-120。  new window
3.Lee, Yun Lok、Hing, Nerilee(1995)。Measuring quality in restaurant operations: an application of the SERVQUAL instrument。International Journal of Hospitality Management,14(3/4),293-310。  new window
4.Cattell, R. B.(1996)。The Screen Test for the Number of Factors。Multivariate Behavioral Research,1(2),245-276。  new window
5.Juran, J. M.(1986)。The Quality Trilogy。Quality Progress,19(8),19-24。  new window
6.蔡欣延(19980700)。醒吾商專體育課興趣選項分組教學學生滿意度量表編製之研究。體育學報,25,51-60。new window  延伸查詢new window
7.楊志顯(19960600)。輔仁大學體育課程滿意量表研製。大專體育,26,25-35。new window  延伸查詢new window
8.Marr, Jeffrey W.(1986)。Letting the customer be the judge of quality。Quality Progress,19(10),46-49。  new window
9.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing,59(1),17-28。  new window
10.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
11.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
12.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
13.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research,4(1),149-154。  new window
14.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。  new window
15.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
會議論文
1.邱皓政(2000)。組織創新環境的概念建構與測量工具發展。國科會整合型計劃「創新與創造力-技術創造力的涵義與開發」研討會,國立政治大學 。台北:政治大學。  延伸查詢new window
2.黃靖淑(2002)。台灣旅客及旅館業者對服務品質看法之研究。第十七屆全國技職教育研討會。教育部技術及職業教育司。109-118。  延伸查詢new window
3.Czepiel, J. A.、Rosenberg, L. J.(1976)。Perspective on Consumer Satisfaction。AMA Conference,199-123。  new window
4.Hempel, Donald J.(1977)。Consumer satisfaction with the home buying process : conceptualization and measurement。Conference, conducted by Marketing Science Institute with support of National Science Foundation,(會議日期: 1976/04/11-04/13)。Cambridge, Mass:Marketing Science Institute。279-299。  new window
研究報告
1.楊志顯(2000)。國內企業對大學院校棒球隊贊助行為之研究。  延伸查詢new window
2.邱皓政(1997)。我國青少年自我概念的分化與相關因素研究。  延伸查詢new window
3.Handy, C. R.、Pfaff, M. N.(1975)。Consumer Satisfaction with Food Products and Marketing Services。  new window
4.Gronroos, Christian(1983)。Strategic Management and Marketing in the Service Sector。Marketing Science Institute。  new window
學位論文
1.林怡君(2001)。觀光旅館人力資源管理實務、服務行為與服務品質關係之研究(碩士論文)。中國文化大學。  延伸查詢new window
2.林綉敏(2006)。改善複合式餐飲服務業服務品質之研究(碩士論文)。義守大學。  延伸查詢new window
圖書
1.李淑芳、方世榮(2006)。中原企管評論。  延伸查詢new window
2.淺井慶三郎、清水滋、鄒永仁(1989)。服務業行銷理論與實務。臺北:創意文化。  延伸查詢new window
3.Mitra, A.(1993)。Fundamentals of Quality Control and Improvement。Macmillan。  new window
4.邱皓政(2004)。社會與行為科學的量化研究與統計分析。臺北市:五南。  延伸查詢new window
5.Buell, Victor P.(1984)。Marketing management: a strategic planning approach。New York:McGraw-Hill。  new window
6.呂長民(2001)。行銷研究--研究方法與實例應用。台北市:前程企業管理有限公司。  延伸查詢new window
7.陳耀茂(1997)。服務品質管理手冊。臺北:遠流出版事業股份有限公司。  延伸查詢new window
8.李金泉(1993)。SPSS/PC+實務與應用統計分析。臺北市:松崗電腦圖書股份有限公司。  延伸查詢new window
9.葛樹人(1991)。心理測驗學。臺北:桂冠圖書。  延伸查詢new window
10.林清山(1988)。多變項分析統計法。東華書局。  延伸查詢new window
11.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
12.Rosenberg, Morris(1965)。Society and the Adolescent Self-image。Princeton University Press。  new window
13.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
14.DeVellis, Robert F.(1991)。Scale Development: Theory and Applications。Sage。  new window
圖書論文
1.黃光國(1993)。因素分析。社會及行為科學研究法。臺北市:東華書局。  延伸查詢new window
 
 
 
 
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