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題名:學生對學校的期望服務水準、認知服務水準、服務價值與學校滿意度的動態研究--以南部某專科學校為例
書刊名:慈惠學術專刊
作者:鄭鈞元
作者(外文):Chen, Chun-yuan
出版日期:2009
卷期:5
頁次:頁167-191
主題關鍵詞:服務品質服務價值學校滿意度動態研究Service qualityService valueSatisfactionDynamic study
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 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:0
  • 共同引用共同引用:199
  • 點閱點閱:74
期刊論文
1.Juran, J. M.(1974)。A universal approach to managing for quality。Quality Progress,19(8),19-24。  new window
2.賴明材、張鑫(2008)。關係行銷、服務品質、顧客價值對顧客滿意度影響之研究--以台南地區行動通訊服務業為例。工商管理學刊,4(1),21-34。  延伸查詢new window
3.Boulding, William、Kalra, A.、Staelin, R.、Zeithaml, V. A.(1993)。A dynamic process model of service quality。Journal of Retailing,69(9),127-139。  new window
4.Fomell, C.、Johnson, M. D.、Anderson, E. W.、Cha, J.、Bryant, B. E.(1996)。The American customer satisfaction index: Nature, purpose, and findings。Journal of Marketing,60,7-18。  new window
5.Heck, R. H.、Johnsrud, L. K.(2000)。Administrative effectiveness in higher education: Improving assessment procedures。Research in Higher Education,41(6),663-685。  new window
6.Wright, C.、O'Neill, M.(2002)。Service quality evaluation in the higher education sector: An empirical investigation of students' perceptions。Higher education Research and Development,21(1),23-40。  new window
7.LeBlanc, O.、Nguyen, N.(1999)。Listening to the customer’s voice: Examining perceived service value among business college students。The International Journal of Educational Management,13(4),187-196。  new window
8.Tan, K. C.、Kek, S. W.(2004)。Service Quality in Higher Education Using an Enhanced SERVQUAL Approach。Quality in Higher Education,10(1),17-24。  new window
9.劉宗哲(20060300)。大學形象與服務品質對學生滿意度之影響:以東吳大學商學院為例。東吳經濟商學學報,52,213-234。new window  延伸查詢new window
10.鄭彩鳳、吳慧君(20060300)。主管家長式領導與行政人員自我效能、組織承諾及工作滿意度關係之研究:結構方程模式之應用。教育與心理研究,29(1),47-75。new window  延伸查詢new window
11.江民瑜(2007)。影響大學生學校滿意度相關因素之關係模式探討:以臺灣地區一般大學學生為例。教育政策論壇,10(3),1-31。new window  延伸查詢new window
12.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
13.黃盈彰(20020600)。影響國小教師工作滿意度之因果機制。臺灣教育社會學研究,2(1),155-197。new window  延伸查詢new window
14.Mittal, Vikas、Kumar, Pankaj、Tsiros, Michael(1999)。Attribute-level performance, satisfaction, and behavioral intentions over time: a consumption-system approach。Journal of Marketing,63(2),88-101。  new window
15.Patterson, P. G.、Spreng, R. A.(1997)。Modeling the Relationship Between Perceived Value, Satisfaction and Repurchase Intentions in Business-to-Business Service Context: An Empirical Examination。International Journal of Service Industry Management,8(5),415-432。  new window
16.Oliver, R. L.(1993)。Cognitive, affective, and attribute base of the satisfaction response。Journal of Consumer Research,20(3),418-430。  new window
17.Klose, Allen、Finkle, Todd(1995)。Service Quality and the Congruency of Employee Perceptions and Customer Expectations: The Case of an Electric Utility。Psychology & Marketing,12(7),637-646。  new window
18.周泰華、黃俊英、郭德賓(19990300)。服務品質與顧客滿意評量模式之比較研究。輔仁管理評論,6(1),37-67。new window  延伸查詢new window
19.Oliver, Richard L.(1977)。Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation。Journal of Applied Psychology,62(4),480-486。  new window
20.吳清山、黃旭鈞(19950100)。提昇教育品質的一股新動力:談全面品質管理及其在教育上的應用。教育資料與研究,2,74-83。new window  延伸查詢new window
21.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing,59(1),17-28。  new window
22.張家宜(20001100)。大學學生滿意度之實證研究。淡江人文社會學刊,6,1-27。new window  延伸查詢new window
23.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
24.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research,17(4),375-384。  new window
25.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。  new window
26.鄧維兆、李友錚(20070800)。高等教育關鍵服務品質屬性之研究。中華管理評論,10(3),(8)1-(8)22。  延伸查詢new window
27.林俊瑩(20040600)。社會網絡與學校滿意度之關連性:以高雄縣市國小學生家長為例。臺灣教育社會學研究,4(1),113-147。new window  延伸查詢new window
28.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research,14(4),495-507。  new window
29.Szymanski, David M.、Henard, David H.(2001)。Customer Satisfaction: A Meta-analysis of the Empirical Evidence。Journal of the Academy of Marketing Science,29(1),16-35。  new window
30.Cina, Craig(1989)。Creating an effective customer satisfaction program。Journal of Business and Industrial Marketing,4(2),33-42。  new window
31.何雍慶、蘇雲華(19950700)。服務行銷領域顧客滿意模式及服務品質模式之比較研究。輔仁管理評論,2(2),37-64。new window  延伸查詢new window
32.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review,50(5),41-52。  new window
33.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
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, Ananthanarayanan Parsu、Grewal, Dhruv(2000)。The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda。Journal of the Academy of Marketing Science,28(1),168-174。  new window
36.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
37.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
38.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
39.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
40.O'Neill, M.(2003)。The Influence of Time on Student Perceptions of Service Quality: The Need for Longitudinal Measures。Journal of Educational Administration,41,310-324。  new window
學位論文
1.連清唐(2004)。高職生選校時重視的服務品質影響因素之探討--以北縣某私校商職為例(碩士論文)。銘傳大學,臺北。  延伸查詢new window
2.章炳麟(2005)。教務行政工作服務品質與滿意度之研究--以空軍航空技術學院為例(碩士論文)。義守大學。  延伸查詢new window
3.黃怡綺(2008)。教師及職員滿意度對學生滿意度之影響-以服務品質與服務價值為中介變項(碩士論文)。國立臺南大學。  延伸查詢new window
4.林瓊惠(2004)。台東縣國民小學家長對學校行銷策略與學校滿意度之研究(碩士論文)。國立台東大學。  延伸查詢new window
其他
1.教育部(2008)。教育部統計處,http://140.111.34.54/statistics/, 2008/11/16。  延伸查詢new window
 
 
 
 
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