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題名:運用Fuzzy Kano模式進行大陸地區銀行服務品質之研究
書刊名:全球管理與經濟
作者:李忠良
作者(外文):Lee, Chung-liang
出版日期:2010
卷期:6:2
頁次:頁71-84
主題關鍵詞:Kano二維模式模糊理論服務品質Kano's modelTheory of fuzzyService quality
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:10
  • 點閱點閱:35
期刊論文
1.Oliver, R. L.(1981)。Measurement and Evaluation of Satisfaction Processes in Retailing Setting。Journal of Retailing,57(3),25-48。  new window
2.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
3.Matzler, K.、Hinterhuber, H. H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation,18(1),25-38。  new window
4.葉炳宏(1983)。銀行全面性品管制度的建立。基層金融,8,75-85。  延伸查詢new window
5.Booms、Bitner(1981)。Marketing Strategies and Organization Structure for Services Firms。Journal of Retailing,66,33-35。  new window
6.Brown, S. W.、Swartz, T. A.(1989)。A Gap Analysis of Professional Service Quality。Journal of Marketing,53,92-98。  new window
7.Frei, F. X.、Kalakota, R.、Leone, A. J.、Marx, L. M.(1999)。Process Variation as a Determinant of Bank Performance。Management Science,45(9),1210-1220。  new window
8.Fung, Y. K.、Chen, Y.、Tang, J.(2006)。Estimating the function relationship for function deployment under uncertainties。Fuzzy Sets and Systems,157(1),98-120。  new window
9.Huiskonen, J.、Pirttila, T.(1998)。Sharpening Logistic Customer Service Strategy Planning by Applying Kano’s Quality Element Classification。Int. J. Production Economics,56(1),253-260。  new window
10.Jane, A. C.、Dominguez, S. M.(2003)。Citizens’ Role in Health Service Satisfaction Behavior: Kano’s Model。Quality Management in Health Care,12(1),64-71。  new window
11.Kano, N.(1984)。Attractive Quality and Must-be Quality。The Journal of the Japanese Society for Quality Control,14(2),39-48。  new window
12.Lee, Tzong-Ru、Li, Jan-Mou(2006)。Key Factors in Forming an E-Marketplace: An Empirical Analysi。Electronic Commerce Research and Applications,5,105-116。  new window
13.Lewis, B. R.、Mitchell, V.(1990)。Defining and Measuring the Quality of Customer Service。Marketing Intelligence and Planning,3,11-17。  new window
14.Liang. G. S.、Wang, M. J.(1991)。A Fuzzy Multicriteria Decision Marking Method for Facility Set Selection。International Journal of Production Research,29(11),2313-2330。  new window
15.Morrall, J.、Katherine, S.(1994)。Service Quality: the Ultimate Differentiator。Bank Marketing,26(10),33-38。  new window
16.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1996)。The Behavioral Consequences of Service Quality。Journal of Marketing,60(2),31-46。  new window
17.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
18.Reichheld, F. F.、Schefter, P.(2000)。E-loyalty: Your Secret Weapon on the Web。Harvard Business Review,78(4),105-113。  new window
19.Soteriou, A.、Zenios, S. A.(1999)。Operations, Quality, and Profitability in the Provision of Banking Services。Management Science,45(9),1211-1238。  new window
20.Stafford, M. R.(1996)。Demographic Discriminators of Service Quality in the Banking Industry。The Journal of Service Marketing,10(4),6-22。  new window
21.Vasilash, G. S.(1995)。Attractive quality: Getting it can help。Production,107(1),64-65。  new window
22.Colletti, D. L.(1987)。Retailing banking success: a question or quality。Bank Administration,63(4),42-45。  new window
23.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
24.Dawkins, P.、Reichheld, F.(1990)。Customer Retention as a Competitive Weapon。Directors and Boards,14(4),42-47。  new window
25.Tan, K. C.、Pawitra, T. A.(2001)。Integrating SERVQUAL and Kano's model into QFD for service excellence development。Managing Service Quality,11(6),418-430。  new window
26.Natarajan, R.、Balaram, A.、Ramana, S. V.(1999)。Continuous Improvement of Service Operations: Application of Service Template。Total Quality Management,10(6),877-885。  new window
27.Basu, S.(1977)。Investment Performance of Common Stocks in Relation to Their Price-earnings Ratios: A Test of the Efficient Market Hypothesis。Journal of Finance,32(3),663-682。  new window
28.陳錦村(19970300)。銀行授信客戶之信用評等與模式比較。輔仁管理評論,4(1),145-171。new window  延伸查詢new window
29.Amihud, Yakov、Lev, Baruch(1981)。Risk Reduction as a Managerial Motive for Conglomerate Mergers。Bell Journal of Economics,12(2),605-617。  new window
學位論文
1.洪永祥(2002)。銀行服務品質之績效評估(博士論文)。國立交通大學,新竹市。  延伸查詢new window
圖書
1.Joiner, B.L.(1993)。Fourth Generation Management: The New Business Consciousness。New York:McGraw-Hill。  new window
2.台灣金融研訓院(2008)。2008我國金融業營運2008趨勢展望問卷調查。金融專題研究報告系列。  延伸查詢new window
3.Lee Yu-Cheng Lee、Huang Sheng-Yen(2008)。A New Fuzzy Concept Approach for Kano’s Model, Expert Systems with Applications。  new window
4.Smith, A. M.(1990)。Quality Aspects of Service Marketing。Marketing Intelligence and Planning。  new window
5.Yakas John(200203)。China’s Banking Industry。Fox-Pitt, Kelton。  new window
6.Yu Trace, Wadle John& Team(200109)。Chinese Banking Sector - Reforms, Liberalization and Bad Assets。UBS Warburg。  new window
其他
1.(2007)。中國金融發展報告,http://big5.china.com.cn/economic/zhuanti/jrfzbg/node_7038726.htm。  new window
2.李淑慧(20080811)。陸銀搶著登台意在台商。  延伸查詢new window
圖書論文
1.Grönroos, C.(1983)。Innovative Marketing Strategies and Organization Structures for Service Firm。Emerging Perspectives on Services Marketing。AMA。  new window
 
 
 
 
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