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題名：標竿學習與技術移轉--以迪士尼服務品質模式為例
書刊名：東亞論壇
作者：吳偉文 引用關係／李右婷 引用關係
作者(外文)：Wu, Wei-wen／Lee, Yu-ting
出版日期：2014
卷期：486
頁次：頁1-15
主題關鍵詞：優質服務；技術移轉；全球在地化；標竿學習；Quality service；Technology transfer；Glocalization；Benchmarking；DEMATEL
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(4) 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:4
  • 共同引用共同引用:14
  • 點閱點閱:24
在體驗經濟時代下，企業必須重視顧客認知的服務品質。迪士尼的優質服務模式，已經是服務品質的典範，值得仿效而進行標竿學習。然而，標竿學習涉及一些容易混淆的概念或論述，例如海外技術移轉、全球在地化。本研究除釐清這些概念或論述之外，主要的旨趣在於探討以迪士尼的服務品質模式作為標竿，實際進行標竿學習之時，將會發生怎樣的挑戰課題。故本研究以迪士尼的服務品質模式作為理論架構，並運用四主題DEMATEL分析法，進行探索性的個案調查。從研究結果得知，有些標竿學習的項目內容，應該採用全球在地化策略而力求有效調整，但值得注意的是，有些項目內容涉及重要的根本理念與原則，切勿變動其優先順位，例如：安全、禮貌、表演、效率。本研究獨特發現，尚未見於其他文獻之中，可作為有價值的後續研究議題，從而促進企業進行有效的標竿學習。
In the face of Experience Economy, several studies have emphasized that enterprises must advance customers' perceived service quality. The Disney's quality service model is a leading paradigm of service quality. Hence, it is a vital issue of how to effectively benchmark Disney's service quality model in order to strengthen competitive advantage. However, benchmarking involves some confusing concepts like overseas technology transfer and glocalization. This paper discusses these concepts, and attempts to explore issues about benchmarking the Disney's paradigm. To meet this end, the paper employs the Disney's service quality model as the theoretical framework, and utilizes four-theme DEMATEL as the analysis method. According to the study findings, we gain some valuable management implications such as some benchmarking objects need to be adapted while others should never be changed in priority of targeted objects Disney's four service standards: safety, courtesy, show, and efficiency. The study findings can expand future research issues regarding effective benchmarking.
期刊論文
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2.Donthu, N.、Hershberger, E. K.、Osmonbekov, T.(2005)。Benchmarking marketing productivity using data envelopment analysis。Journal of Business Research，58(11)，1474-1482。  new window
3.Wu, W. W.、Lan, L. W.、Lee, Y. T.(2013)。Benchmarking hotel industry in a multi-period context with DEA approaches: A case study。Benchmarking: An International Journal，20(2)，152-168。  new window
4.Dzeng, R.-J.、Lee, H.-Y.(2007)。Activity and value orientated decision support for the development planning of a theme park。Expert Systems with Applications，33(4)，923-935。  new window
5.Bhuiyan, S. M. S. U.、Banik, S.(2014)。Amusement Marketing: A Few Dimensions of Amusement Parks。International Journal of Business Insights & Transformation，7(1)，36-40。  new window
6.Brannen, M.Y.(2004)。When Mickey loses face: Recontextualization, semantic fit, and the semiotics of foreignness。Academy of Management Review，29，593-616。  new window
7.Cayla, J.、Penaloza, L.(2012)。Mapping the Play of Organizational Identity in Foreign Market Adaptation。Journal of Marketing，76(6)，38-54。  new window
8.Czinkota, M. R.、Ronkainen, I. A.(2014)。Achieving 'Glocal' Success。Marketing News，18-19。  new window
9.Fernandez, P.、McCarthy, I. P.、Rakotobe-Joel, T.(2001)。An evolutionary approach to benchmarking。Benchmarking: An International journal，8(4)，281-305。  new window
10.Francis, G.、Humphreys, I.、Fry, J.(2002)。The benchmarking of airport performance。Journal of Air Transport Management，8(4)，239-247。  new window
11.Heo, C. Y.、Lee, S.(2009)。Application of revenue management practices to the theme park industry。International Journal of Hospitality Management，28(3)，446-453。  new window
12.Hu, G.(2013)。A Research Review on Theme Park。Business and Management Research，2(4)，83-87。  new window
13.Kotler, P.(1986)。Global standardization: courting danger。Journal of Consumer Marketing，3(2)，13-15。  new window
14.Liu, W.、Guillet, B. D.、Xiao, Q.、Law, R.(2014)。Globalization or localization of consumer preferences: The case of hotel room booking。Tourism Management，41，148-157。  new window
15.Matusitz, J.(2011)。Disney's successful adaptation in Hong Kong: A glocalization perspective。Asia Pacific Journal of Management，28(4)，667-681。  new window
16.Matusitz, J.(2010)。Disneyland Paris: a case analysis demonstrating how glocalization works。Journal of Strategic Marketing，18(3)，223-237。  new window
17.Matusitz, J.、Lord, L.(2013)。Globalization or Grobalization of Wal-Mart in the US? A qualitative analysis。Journal of organizational transformation & social change，10(1)，81-100。  new window
18.Matusitz, J.、Forrester, M.(2009)。Successful Glocalization Practices: The Case of Seiyu in Japan。Journal of Transnational Management，14(2)，155-176。  new window
19.Milman, Ady(2009)。Evaluating the Guest Experience at Theme Parks: An Empirical Investigation of Key Attributes。International Journal of Tourism Research，11(4)，373-387。  new window
20.Milman, A.、Dickson, D.(2014)。Employment characteristics and retention predictors among hourly employees in large US theme parks and attractions。International Journal of Contemporary Hospitality Management，26(3)，447-469。  new window
21.Rust, R. T.、Inman, J. J.、Jia, J.、Zahorik, A.(1999)。What you don't know about customer-perceived service quality: The role of customer expectations distributions。Marketing Science，18(1)，77-92。  new window
22.Subramaniam, M.、Rosenthal, S. R.、Hatten, K. J.(1998)。Global new product development processes: preliminary findings and research propositions。Journal of Management Studies，35(6)，773-796。  new window
23.Wagenheim, M.、Anderson, S.(2008)。Theme park employee satisfaction and customer orientation。Managing Leisure，13(3/4)，242-257。  new window
24.Wilhelmina, Q.、Joost, J.、George, E.、Guido, R.(2010)。Globalization vs. localization: global food challenges and local solutions。International Journal of Consumer Studies，34(3)，357-366。  new window
25.Wu, D. D.(2008)。Between global and local: hybridized appeals in China web auto ads。Corporate Communications: An International Journal，13(1)，68-79。  new window
26.Yahagi, T.、Kar, M.(2009)。The process of international business model transfer in the seven-eleven group: US-Japan-China。Asia Pacific Business Review，26(2)，68-77。  new window
27.Caro, Laura Martínez、García, Jose Antonio Martínez(2008)。Developing a multidimensional and hierarchical service quality model for the travel agency industry。Tourism Management，29(4)，706-720。  new window
28.李右婷、吳偉文、曹中丞(2013)。大型節慶活動之成功要素與挑戰課題--以2013台灣燈會在新竹為例。東亞論壇季刊，479(1)，1-14。new window  延伸查詢new window
29.Maynard, M.、Tian, Y.(2004)。Between global and glocal: content analysis of the Chinese Web Sites of the 100 top global brands。Public Relations Review，30(3)，285-291。  new window
30.Teo, P.、Li, Lim Hiong(2003)。Global and local: interactions in tourism。Annals of Tourism Research，30(2)，287-306。  new window
31.Bigné, J. E.、Andreu, L.、Gnoth, J.(2005)。The Theme Park Experience: An Analysis of Pleasure, Arousal and Satisfaction。Tourism Management，26(6)，833-844。  new window
32.Shetty, Y. K.(1993)。Aiming high: competitive benchmarking for superior performance。Long Range Planning，26(1)，39-44。  new window
33.Wu, W. W.(2012)。An integrated solution for benchmarking using DEA, Grey entropy and Borda count。The Service Industries Journal，32(2)，321-335。  new window
34.Buzzell, Robert D.(196811)。Can You Standardize Multinational Marketing?。Harvard Business Review，46(6)，102-113。  new window
35.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。  new window
36.Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science，24(1)，3-16。  new window
37.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
38.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
圖書
1.吳偉文、李右婷(2013)。創造性的DEMATEL與ANP--極致活用的「雙主題」綜效與「雙邊」溝通。全元科技顧問股份有限公司。  延伸查詢new window
2.Archer, K.(2008)。Cultures of globalization: Coherence, hybridity, contestation。New York：Routledge。  new window
3.Bovy, M.、Lawson, F.(1998)。Tourism and Recreation Handbook of Planning and Design。Oxford Architectural Press。  new window
4.Bryman, A.(1995)。Disney and his worlds。Routledge。  new window
5.Kinni, T.(2011)。Be Our Guest: Perfecting the Art of Customer Service。The Disney Institute, Disney Editions。  new window
6.Ritzer, G.(2004)。The Globalization of Nothing。California：Pine Forge Press。  new window
7.Massey, D.(1984)。Spatial Divisions of Labor: Social Structures and the Geography of Production。Palgrave Macmillan。  new window
8.Camp, Robert C.(1989)。Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance。ASQC Quality Press。  new window
9.吳偉文、李右婷(2014)。社會企業創意經營與商品行銷企劃。全元科技顧問股份有限公司。  延伸查詢new window
10.Appadurai, Arjun(1996)。Modernity At Large: Cultural Dimensions of Globalization。University of Minnesota Press。  new window
圖書論文
1.Swyngedouw, E. A.(1997)。Neither Global nor Local: Glocalization and the Politics of Scale。Spaces of Globalization: Reasserting the Power of the Local。New York, NY：Guilford Press。  new window
2.陳添枝、王文娟(1994)。外資廠商的本土化：美日電子廠的比較研究。產業結構與公平交易法。中研院社科所。  延伸查詢new window
3.Bryman, A.(2006)。Global implications of McDonaldization and Disneyization。McDonaldization: The reader。Thousand Oaks, CA：Pine Forge Press。  new window
4.Watts, M. J.(1996)。Mapping identities: place, space, and community in an African city。The geography of identity。Ann Arbor, MI：University of Michigan Press。  new window
5.Wilson, Rob、Dissanayake, Wimal(1996)。[Tracking the Global/local] Introduction。Global/Local: Cultural Production and the Transnational Imaginary。Durham, North Carolina：Duke University Press。  new window
6.Rust, R. T.、Oliver, R. L.(1994)。Service quality: Insights and managerial implications from the frontier。Service Quality: New Directions in Theory and Practice。Thousand Oaks, California：Sage Publications。  new window
7.Pieterse, Jan Nederveen(1995)。Globalization as Hybridization。Global Modernities。SAGE Publications Ltd.。  new window
 
 
 
 
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