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引文資料
題名:
Service Quality Management by Expanded Traditional Importance–Performance Analysis
書刊名:
工業工程學刊
作者:
游崑慈
/
沈群英
作者(外文):
Yu, Kun-tzu
/
Shen, Chun-ying
出版日期:
2011
卷期:
28:2
頁次:
頁146-154
主題關鍵詞:
重要度績效分析
;
擴充的重要度績效分析
;
服務品質
;
IPA
;
EIPA
;
Service quality
原始連結:
連回原系統網址
相關次數:
被引用次數:期刊(
4
) 博士論文(0) 專書(0) 專書論文(0)
排除自我引用:
4
共同引用:0
點閱:17
Traditionally, importance–performance analysis (IPA) is a simple and effective technique that can assist practitioners in identifying improvement priorities for service attributes. However, many issues still exist and are worthy of discussion. First, traditional IPA emphasizes the external customers’ satisfaction, but ignores internal customers’ (employees) achievement. Second, traditional IPA does not provide any information on comparisons with competitors’ performance. Third, practitioners of traditional IPA usually use the sample mean to rate the importance and performance, leading to a great degree of uncertainty due to sampling errors. Based on these considerations, this study attempts to expand the functions of traditional IPA and proposes an expanded importance–performance analysis (EIPA), which not only involves both the perspectives of internal and external customers in evaluating the importance, but also defines two standardized indictors to measure the internal and external service performance. Moreover, an EIPA matrix is constructed which provides managers with an integrated graphical representation based on symbols and locations of indicators.
以文找文
期刊論文
1.
Graver, M. S.(2003)。Best Practices in Identifying Customer-Driven Improvement Opportunities。Industrial Marketing Management,32(6),455-466。
2.
Babakus, E.、Mangold, W. G.(1992)。Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation。Health Services Research,26(6),767-786。
3.
Hansen, E.、Bush, R. J.(1999)。Understanding customer quality requirements: Model and application。Industrial Marketing Management,28(2),119-130。
4.
Martilla, John A.、James, John C.(1997)。Importance-Performance Analysis。Journal of Marketing,41(1),77-79。
5.
Cheng, S. W.(1994)。Practical implementation of the process capability indices。Quality Engineering,7(2),239-259。
6.
Ryan, C.、Huyton, J.(2002)。Tourists and aboriginal people。Annals of Tourism Research,29(3),631-647。
7.
Zhang, H. Q.、Chow, I.(2004)。Application of importance-performance model in tour guides' performance: Evidence from mainland Chinese outbound visitors in Hong Kong。Tourism Management,25(1),81-91。
8.
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。
9.
Deng, W.-J.、Kuo, Y.-F.、Chen, W.-C.(2008)。Revised importance-performance analysis: Three-factor theory and benchmarking。The Service Industries Journal,28(1),37-51。
10.
Slack, N.(1994)。The importance-performance matrix as a determinant of improvement priority。International Journal of Operations & Production Management,14(5),59-75。
11.
Zeithaml, V. A.(2000)。Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn。Journal of the Academy of Marketing Science,28(1),67-85。
12.
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。
13.
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。
14.
Oh, Haemoon(2001)。Revisiting importance-performance analysis。Tourism Management,22(6),617-627。
15.
Bacon, Donald R.(2003)。A comparison of approaches to Importance-Performance Analysis。International Journal of Market Research,45(1),55-71。
16.
Hansemark, Ove C.、Albinsson, Marie(2004)。Customer satisfaction and retention: The experiences of individual employees。Managing Service Quality: An International Journal,14(1),40-57。
會議論文
1.
Herlocker, J. L.、Konstan, J. A.、Brochers, A.、Riedl, J.(1999)。An algorithm framework for performing collaborative filtering。The 22nd Annual International ACM SIGIR Conference on Research and Development in Information Retrieval,(會議日期: Aug. 15-19)。Berkeley, CA。230-237。
其他
1.
Brandt, D.R.(1998)。An ‘outside-in' approach to defining performance targets for measures of customer service and satisfaction。
2.
Daniels, M.L. and Marion, J.L.(2006)。Visitor evaluations of management actions at a highly impacted Appalachian trail camping area。
3.
Deng, W.J., Chen, W.C. and Pei, W.(2008)。Backpropagation neural network based importanceperformance analysis for determining critical service attributes。
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