:::

詳目顯示

回上一頁
題名:Service Quality of Domestic Thai Airlines
書刊名:社區永續觀光研究
作者:彭川恭蘇衍綸
作者(外文):Pongsakorn NgamsomSu, Yen-lun
出版日期:2018
卷期:2:2
頁次:頁19-44
主題關鍵詞:期望的服務品質實際感受的服務品質一般航空廉價航空重要表現程度分析法Expected service qualityPerceived service qualitySERVQUALFull-service airlinesLow-cost airlinesImportance performance analysis
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(2) 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:2
  • 共同引用共同引用:0
  • 點閱點閱:2
期刊論文
1.Prayag, Girish(2007)。Assessing international tourists' perceptions of service quality at Air Mauritius。International Journal of Quality & Reliability Management,24(5),492-514。  new window
2.Sureshchandar, G. S.、Rajendran, Chandrasekharan、Anantharaman, R. N.(2002)。The relationship between service quality and customer satisfaction: A factor specific approach。Journal of Services Marketing,16(4),363-379。  new window
3.Kim, YuKyoung、Kim, YongBeom、Lee, Yongll(2011)。Perceived Service Quality for South Korean Domestic Airlines。Total Quality Management & Business Excellence,22(10),1041-1056。  new window
4.O'Connell, J. F.、Williams, G.(2005)。Passengers' Perceptions of Low Cost Airlines and Full Service Carriers: A Case Study Involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines。Journal of Air Transport Management,11(4),259-272。  new window
5.Seth, N.、Deshmukh, S. G.、Vrat, P.(2005)。Service Quality models: a review。International Journal of Quality & Reliability Management,22(9),913-949。  new window
6.Lee, M.、Cunningham, L. F.(1996)。Customer Loyalty in the Airline Industry。Transportation Quarterly,50(2),57-72。  new window
7.Taylor, Steven A.、Baker, Thomas L.(1994)。An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions。Journal of Retailing,70(2),163-178。  new window
8.Caruana, Albert、Money, Arthur H.、Berthon, Pierre R.(2000)。Service quality and satisfaction: the moderating role of value。European Journal of Marketing,34(11/12),1338-1353。  new window
9.Chang, Y.-H.、Yeh, C.-H.(2002)。A Survey Analysis of Service Quality for Domestic Airlines。European Journal of Operational Research,139(1),166-177。  new window
10.Ostrowski, P. L.、O'Brien, T. V.、Gordon, G. L.(1993)。Service quality and customer loyalty in the commercial airline industry。Journal of Travel Research,32(2),16-24。  new window
11.Cronin, Joseph J. Jr.、Taylor, Steven A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。The Journal of Marketing,58(1),125-131。  new window
12.Clemes, M.、Mollenkopf, D.、Burn, D.(2000)。An Investigation of Marketing Problems across Service Typologies。Journal of Service Marketing,14(7),573-594。  new window
13.Strauss, B.、Chojnacki, K.、Decker, A.、Hoffman, F.(2001)。Retention effects of a customer club。International Journal of Service Industry Management,12(1),7-19。  new window
14.Zairi, M.(2000)。Managing customer satisfaction: a best practice perspective。The TQM Magazine,12(6),389-394。  new window
15.Zineldin, M.(2000)。Total relationship management (TRM) and total quality management (TQM)。Managerial Auditing Journal,15(1/2),20-8。  new window
16.Sivadas, E.、Baker-Prewitt, J. L.(2000)。An examination of the relationship between service quality, customer satisfaction, and store loyalty。International Journal of Retail and Distribution Management,28(2),73-82。  new window
17.Athanassopoulos, A. D.(2000)。Customer satisfaction cues to support market segmentation and explain switching behavior。Journal of Business Research,47(3),191-207。  new window
18.Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing,41(2),73-80。  new window
19.Park, J.-W.、Robertson, R.、Wu, C.-L.(2004)。The effect of airline service quality on passengers' behavioral intentions: a Korean case study。Journal of air Transport Management,10(6),435-439。  new window
20.Lai, I. K. W.、Hitchcock, M.(2015)。Importance-Performance Analysis in Tourism: A Framework for Researchers。Tourism Management,48,242-267。  new window
21.Baker, D. M. A.(2013)。Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines。American Journal of Tourism Research,2(1),67-77。  new window
22.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。Servqual: A multiple-item scale for measuring consumer perc。Journal of Retailing,64(1),12-40。  new window
23.Brady, M. K.、Cronin, J. J. Jr.、Brand, R. R.(2002)。Performance-only measurement of service quality: a replication and extension。Journal of Business Research,55(1),17-31。  new window
24.Dennet't, C.、Ineson, E. M.、Stone, G. J.、Colgate, M.(2000)。Pre-bookable services in the chartered airline industry: Increasing satisfaction through differentiation。The Service Industries Journal,20(2),82-94。  new window
25.Ebermann, I.、Lopez, I.、Bitner-Glindzicz, M.、Brown, C.、Koenekoop, R. K.、Bolz, H. J.(2007)。Deaf-blindness in French Canadians from Quebec: A predominant founder mutation in the USH1C gene provides the first genetic link with the Acadian population。Genome Biology,8(4)。  new window
26.Lee, J.、Yi, J.、Kang, D.、Chu, W.(2018)。The effect of travel purpose and self-image congruency on preference toward airline livery design and perceived service quality。Journal of Tourism Research,23(6),1-17。  new window
27.Levine, M. E.(1986)。Airline competition in deregulated markets: Theory, firm strategy, and public policy。Yale J. on Reg.,4。  new window
28.Liou, T. G.、Adler, F. R.、FitzSimmons, S. C.、Cahill, B. C.、Hibbs, J. R.、Marshall, B. C.(2001)。Predictive 5-year survivorship model of cystic fibrosis。American Journal of Epidemiology,153(4),345-352。  new window
29.Miller, C.(1993)。Rewards for the best customers: Loyalty programs increase as marketers try to build relationships。Marketing News,14,1-6。  new window
30.Ott, J.(19930201)。Airline customer service rated 'average' in survey。Aviation Week and Space Technology,138(5)。  new window
31.Rezaei, J.、Kothadiya, O.、Tavasszy, L.、Kroesen, M.(2018)。Quality assessment of airline baggage handling systems using SERVQUAL and BWM。Tourism Management,66,85-93。  new window
32.Techarattanased, N.(2014)。Determinants of service quality on Thai passengers' repeated purchase of domestic flight service with Thai Airways International。World Academy of Science, Engineering and Technology,,8(6),1856-1859。  new window
33.Tsafarakis, S.、Kokotas, T.、Pantouvakis, A.(2018)。A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement。Journal of Air Transport Management,68,61-75。  new window
34.Wu, H.-C.、Cheng, C.-C.(2013)。A hierarchical model of service quality in the airline industry。Journal of Hospitality and Tourism Management,20,13-22。  new window
35.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。  new window
36.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
37.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing,49(4),41-50。  new window
38.Chen, C. F.(2008)。Investigating Structural Relationships between Service Quality, Perceived Value, Satisfaction, and Behavioral Intentions for Air Passengers: Evidence from Taiwan。Transportation Research Part A: Policy and Practice,42(4),709-717。  new window
39.Martilla, John A.、James, John C.(1977)。Importance-performance analysis。Journal of Marketing,41(1),77-79。  new window
40.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。  new window
41.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
42.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
會議論文
1.Dabholkar, P. A.(2015)。How to Improve Perceived Service Quality by Increasing Customer Participation。The 1990 Academy of Marketing Science (AMS) Annual Conference,483-487。  new window
研究報告
1.Gronroos, Christian(1983)。Strategic Management and Marketing in the Service Sector。Marketing Science Institute。  new window
圖書
1.Tenner, A. R.、DeToro, I. J.(1992)。Total Quality Management: Three Steps to Continuous Improvement。Addison-Wesley Publishing Company。  new window
2.Oliver, Richard L.(2014)。Satisfaction: A Behavioral Perspective on the Consumer。Routledge。  new window
3.Bailey, E. E.、Graham, D. R.、Kaplan, D. P.(1985)。Deregulating the Airlines。MIT Press。  new window
4.Jeffreys, A.(2016)。The Report: Thailand 2016。London:Oxford Business Group。  new window
5.Lovelock, C. H.、Patterson, P.、Walker, R.(2004)。Service Marketing An Asia-Pacific and Australian Perspective。Pearson Education。  new window
6.Piercy, N.(2000)。Reinventing the Airline Business--If You Want Dinner Go to a Restaurant。Limelight。  new window
7.Zeithaml, V. A.、Bitner, M. J.、Gremler, D. D.、Wilson, A.(2012)。Services marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
8.Rust, R. T.、Oliver, R. L.(1994)。Service Quality: New Directions in Theory and Practice。SAGE。  new window
其他
1.Airport of Thailand PLC(2015)。Annual Report 2015,http://cdn.airportthai.co.th/pdf/AOT_AR_PDF-en.pdf。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE