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題名:內部服務品質因子、服務能力、工作滿意及外部服務品質關係之研究--以護理人員為例
書刊名:品質學報
作者:盧淵源 引用關係鄭玉惠 引用關係
作者(外文):Lu, Iuan-yuanCheng, Yu-hui
出版日期:2007
卷期:14:2
頁次:頁161-179
主題關鍵詞:內部服務品質子服務能力工作滿意度外部服務品質Internal service qualityService abilityJob satisfactionExternal service quality
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(8) 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:8
  • 共同引用共同引用:0
  • 點閱點閱:27
期刊論文
1.Frost, F. A.、Kumar, M.(2000)。INTSERVQUAL: an internal adaptation of the GAP model in a large service organization。Journal of Services Marketing,14(5),358-377。  new window
2.Voss, M. D.、Calantone, R. J.、Keller, S. B.(2005)。Internal Service Quality: Determinants of Distribution Center Performance。International Journal of Physical Distribution & Logistics Management,35(3),161-176。  new window
3.Chaston, I.(1994)。Internal customer management and service gaps within the UK manufacturing sector。International Journal of Operations and Production Management,14(9),45-56。  new window
4.Edvardsson, B.、Larsson, G.、Setterlind, S.(1997)。Internal service quality and the psychosocial work environment: An empirical analysis of conceptual interrelatedness。The Service Industries Journal,17(2),252-263。  new window
5.McDermott, L. C.、Emerson, M.(1991)。Quality and Service for Internal Customer。Training and Development Journal,45(1),61-64。  new window
6.Oswald, S. L.、Turner, Dougla E.、Snipes, Robin L.、Bulter, Daniel(1998)。Quality Determinants and Hospital Satisfaction: Perceptions of the Facility and Staff Might Be Key Influencing Factors。Marketing Health Services,18(1),18-22。  new window
7.Hallowell, R.、Schlesinger, L. A.、Zornitsky, J.(1996)。Internal servicequality customer and job satisfaction: Linkages and implications for management。Human Recourse Planning,19(2),20-31。  new window
8.Aiken, L. H.、Clarke, S. P.、Sloane, D. M.、Sochalski, J. A.、Busse, R.、Clarke, H.、Giovannetti, P.、Hunt, J.、Rafferty, A. M.、Shamian, J.(2001)。Nurses' reports on hospital care in five countries。Health Affairs,20(3),43-53。  new window
9.Wisner, J. D.、Stanley, L. L.(1999)。Internal relationships and activities associated with high levels of purchasing service quality。The Journal of Supply Chain Management,35(3),25-32。  new window
10.Vandermerwe, S.、Gilbert, D. J.(1991)。Internal services: Gaps in needs/performance and prescriptions for effectiveness。International Journal of Service Industry Management,2(1),50-60。  new window
11.Stanley, L. L.、Wisner, J. D.(1998)。Internal Service Quality in Purchasing: An Empirical Study。International Journal of Purchasing and Materials Management,34(2),50-60。  new window
12.Jones, C. R.(1996)。Customer satisfaction assessment for internal supplier。Management Services,40(2),16-18。  new window
13.Boshoff, C.、Mels, G.(1995)。A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality。European Journal of Marketing,29(2),23-42。  new window
14.Reynoso, J.、Moores, B.(1995)。Towards the measurement of internal service quality。International Journal of Service Industry Management,6(3),64-83。  new window
15.Azzolini, M.、Shillaber, J.(1993)。Internal service quality: winning from the inside out。Quality Progress,26(11),75-78。  new window
16.Byrne, J. A.(1993)。The horizontal corporation。Business Week,20,76-81。  new window
17.Chung, R. K.(1993)。TQM: internal client satisfaction。Business Credit,95(4),26-39。  new window
18.Crane, F. G.、Clarke, T. K.(1988)。The identification of evaluate criteria and cues in selecting services。Journal of Service Marketing,2(2),53-59。  new window
19.Crawford, J. C.、Getty, J. M.(1991)。The marketing of service: a quality perspective。Journal of Professional Services Marketing,8(1),5-15。  new window
20.Dancer, S.、Johnson, T.、Zauner, J.、Burch, C.(1997)。Peer evaluation。Nursing Management,28(11),58-59。  new window
21.Davis, T. R. V.(1992)。Satisfying internal customer: the link to external customer satisfaction。Planning Review,20,34-37。  new window
22.Greenley, J. R.、Schoenherr, R. A.(1981)。Organization effects on client satisfaction with humanness of service。Journal of Health and Social Behavior,22,2-18。  new window
23.Hart, S. L.(1992)。An integrative framework for strategy-making process。Academy of Management Review,17,327-351。  new window
24.Howcroft, B.(1993)。Derivatives trading in Europe。Service Industries Journal,13,146-148。  new window
25.Magidson, J.、Polcha, A. E.(1992)。Creating market economies within organizations: a conference on internal markets。Planning Review,20(1),37-40。  new window
26.Mangold, W. G.、Babakus, E.(1991)。Service quality: the front-stage vs. the back-stage perspective。Journal of Services Marketing,5,59-70。  new window
27.Mangound, A.、Albar, A. A.、Al-almaei, S.、Hanif, M.(2000)。In comparison: a study of the competence of nurses and physicians in primaiy care practice。International Journal of Public Administration,23,461-477。  new window
28.Robinson, S. M.、Barberies-Ryan, C.(1995)。Competency assessment。Nursing Management,26(2),40-46。  new window
29.Zemke, R.(1989)。Employee orientation: a process, not a program。Training,26,33-37。  new window
30.Western, P.(1994)。QA/QI and nursing competence: a combined model。Nursing Management,25,44-46。  new window
31.Gummesson, Evert(1987)。The new marketing: Developing long-term interactive relationships。Long Range Planning,20(4),10-20。  new window
32.Schlesinger, Leonard A.、Zornitsky, Jeffrey(1991)。Job satisfaction, service capability, and customer satisfaction: An examination of linkages and management implications。Human Resource Planning,14(2),141-149。  new window
33.Brooks, Roger F.、Lings, Ian N.、Botschen, Martina A.(1999)。Internal Marketing and Customer Driven Wavefronts。The Service Industries Journal,19(4),49-67。  new window
34.Berry, Leonard L.(1981)。The Employee as Customer。Journal of Retail Banking,3(3),24-25。  new window
35.Bowen, D. E.、Greiner, L. E.(1986)。Moving from production to service in human resources management。Organizational Dynamics,15(1),35-40+49-53。  new window
36.Brayfield, Arthur H.、Rothe, Harold F.(1951)。An index of job satisfaction。Journal of Applied Psychology,35(5),307-311。  new window
37.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
38.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
39.Schneider, Benjamin、Bowen, David E.(1993)。The service organization: Human resources management is crucial。Organizational Dynamics,21(4),39-52。  new window
40.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
41.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
會議論文
1.盧淵源、鄭玉惠(1998)。內部顧客服務品質因子之初探。第四屆服務管理研討會,149-164。  延伸查詢new window
圖書
1.Cook, J. D.、Hepworth, Sue J.、Warr, Peter B.、Wall, Toby D.(1981)。The experience of work: A Compendium and Review of 249 Measures and Their Use。Academic Press。  new window
2.Heskett, J. L.、Sasser, W. Earl Jr.、Hart, C. W. L.(1990)。Service breakthroughs: Changing the rules of the game。New York:The Free Press, A Division of Macmillan, Inc.。  new window
3.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York:The Free Press。  new window
4.Hayduk, Leslie A.(1988)。Structural Equation Modeling with LISREL: Essentials and Advances。The Johns Hopkins University Press。  new window
5.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service: Balancing Customer Perceptions and Expectations。New York:Simon and Schuster。  new window
6.Garvin, David A.(1988)。Managing quality: The strategic and competitive advantage。New York, NY:Simon and Schuster。  new window
7.Rubin, Allen、Babbie, Earl、趙碧華、朱美珍(1995)。研究方法:社會工作暨人文科學領域的運用。臺北:雙葉書廊。  延伸查詢new window
8.黃俊英、林震岩(1994)。SAS精析與實例。臺北市:華泰書局。  延伸查詢new window
9.Patton, Michael Quinn(1990)。Qualitative evaluation and research method。Sage。  new window
圖書論文
1.Schneider, B.(1986)。Notes on climate and culture。Creativity in Services Marketing: What's New, What Works, What's Developing。Chicago:American Marketing Association。  new window
2.George, William R.、Gronroos, Christian(1989)。Developing Customer-Conscious Employees at Every Level: Internal Marketing。Handbook of Services Marketing。AMACOM。  new window
 
 
 
 
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