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題名：以人員為核心的服務接觸之研究:互動模式的探索
書刊名：中山管理評論
作者：魏正元
出版日期：1995
卷期：3:4
頁次：頁76-95
主題關鍵詞：服務業管理；服務接觸；角色；劇本；零售業；Service management；Service encounter；Roles；Scripts；Retailing
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(1) 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:5
  • 點閱點閱:47
　　服務接觸是服務業的重要日常活動，也是管理上的重點所在。對於服務接觸的管理知識，多數仍處於探索狀態。本研究利用現地研究的觀察法，初步澄清了服務接觸時服務員與顧客雙方較佳的互動模式。其中，服務人員劇本觀念的定義、及互動僵局的發現，無論是就服務業管理理論的進展，或是實務上的現場管理而言，都具有重要的意義。
　　Service encounter is both a continuous, everyday activity and therefore focus of service management. Knowledge for managing service encounter still remains unexplored. Through participative field observations, this paper profiles a normative interaction model. The evocation of "employee scripts" and the discovery of "stalemate" provide both theoretical and practical significance.
期刊論文
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2.Bitner, M. J.(1990)。Evaluating Service Encounter: The effects of physical surroundings and employee response。Journal of Marketing，54(2)，69-82。  new window
3.Pranter, C. A.、Martin, C. L.(1991)。Compatibility Management: Roles in Service Performance。Journal of Service Marketing，5，43-53。  new window
4.Hoffman, K. D.、Ingram, T. N.(1992)。Service provider job satisfaction and customer-oriented performance。Journal of Services Marketing，6(2)，68-78。  new window
5.Biggers, Thompson、Pryor, Bert(1982)。Attitude change: A function of the emotion-eliciting qualities of environment。Personality and Social Psychology Bulletin，8，94-99。  new window
6.Plotkin, H. M.(1987)。What makes a successful salesperson?。Training and Development Journal，41(9)，54-56。  new window
7.Mills, Peter K.、Moberg, Dennis J.(1982)。Perspectives on the Technology of Service Organizations。Academy of Management Review，7(3)，467-478。  new window
8.Avila, R. A.、Fern, E. F.、Mann, O. K.(1988)。Unrevealing Criteria for Assessing the Performance of Sales people: A Casual Analysis。Journal of Person al Selling and Sales Management，8，45-54。  new window
9.Koepp, S.(19870202)。Pul-eeze! Will Somebody Help Me?。Time，28-34。  new window
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11.Pollay, R. W.(1985)。The Subsiding Sizzle: A Descriptive History of Print Advertising, 1900-1980。Journal of Marketing，49，24-37。  new window
12.Soldow, G. F.、Thomas, G. P.(1984)。Relational Communication: Form versus Content in the Sales Interactions。Journal of Marketing，48，84-93。  new window
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14.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin，51(4)，327-358。  new window
15.Henwood, K. L.、Pidgeon, N. F.(1992)。Qualitative Research and Psychological Theorizing。British Journal of Psychology，83，97-111。  new window
16.Kelley, Scott W.(1992)。Developing customer orientation among service employees。Journal of the Academy of Marketing Science，20(1)，27-36。  new window
17.Kelley, Scott W.、Donnelly, James H. Jr.、Skinner, Steven J.(1990)。Customer participation in service production and delivery。Journal of Retailing，66(3)，315-335。  new window
18.Leong, Siew-Meng、Busch, Paul S.、John, Deborah Roedder(1989)。Knowledge Bases and Salesperson Effectiveness: A Script-Theoretic Analysis。Journal of Marketing Research，26(2)，64-178。  new window
19.Szymanski, David M.(1988)。Determinants of Selling Effectiveness: The Importance of Declarative Knowledge to the Personal Selling Concept。Journal of Marketing，52(1)，64-77。  new window
20.Viney, Linda L.(1983)。The Assessment of Psychological States Through Content Analysis of Verbal Communications。Psychological Bulletin，94(3)，542-563。  new window
21.Weitz, Barton A.、Sujan, Harish、Sujan, Mita(1986)。Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness。Journal of Marketing，50(4)，174-191。  new window
22.White, F. M.、Locke, E. A.(1981)。Perceived Determinants of High and Low Productivity in Three Occupational Groups: A Critical Incident Study。Journal of Management Studies，18(4)，375-387。  new window
23.Booms, Bernard H.、Bitner, Mary Jo(1982)。Marketing Services by Managing the Environment。Cornell Hotel and Restaurant Administration Quarterly，23(1)，35-40。  new window
24.Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing，41(2)，73-80。  new window
25.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing，51(2)，11-27。  new window
26.Martin, C. L.、Pranter, C. A.(1989)。Compatibility Management: Customer‐to‐Customer Relationships in Service Environments。Journal of Services Marketing，3(3)，5-15。  new window
27.Gardner, Meryl Paula(1985)。Mood States and Consumer Behavior: A Critical Review。Journal of Consumer Research，12(3)，281-300。  new window
28.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
29.Venkatraman, Nenkat、Prescott, John E.(1990)。Environment-strategy coalignment: an empirical test of its performance implications。Strategic Management Journal，11(1)，1-23。  new window
30.Bitner, Mary Jo、Booms, Bernard Henry、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable and Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
31.Solomon, Michael Robert、Surprenant, Carol F.、Czepiel, John A.、Gutman, Evelyn G.(1985)。A role theory perspective on dyadic interactions: The service encounter。Journal of Marketing，49(1)，99-111。  new window
32.Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing，51(2)，86-96。  new window
33.Kelley, Scott W.、Skinner, Steven J.、Donnelly, James H. Jr.(1992)。Organizational Socialization of Service Customers。Journal of Business Research，25(3)，197-214。  new window
34.Mills, Peter K.、Morris, James H.(1986)。Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation。Academy of Management Review，11(4)，726-735。  new window
35.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
36.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
37.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
會議論文
1.Gronroos, C.(1986)。Developing Service Quality: Some Managerial Implications。The Annual Conference Proceedings of European Marketing Academy。Helsinki Finland。3-6。  new window
研究報告
1.魏正元(1995)。大型商店內部設計與消費者行為關係之研究。  延伸查詢new window
學位論文
1.魏正元(1993)。服務核心、服務傳送系統與績效關係之研究--以臺北市服飾零售業為實證對象(博士論文)。國立政治大學。new window  延伸查詢new window
2.馬立君(1990)。我國主要報紙使用字彙之內容分析以新聞全文資料庫及新聞索引資料庫為研究工具(碩士論文)。輔仁大學。  延伸查詢new window
圖書
1.Lovelock, C. H.(1988)。Managing Services: Marketing, Operations and Human Resources。Prentice-Hall。  new window
2.Schank, Roger C.、Abelson, Robert P.(1977)。Scripts, Plans, Goals, and Understanding: An Inquiry into Human Knowledge Structures。Hillsdale, NJ：Lawrence Erlbaum Associates。  new window
3.Strauss, Anselm Leonard、Glaser, Barney Galland(1965)。Awareness of Dying。New York, NY：Aldine Publishing Co.。  new window
4.Strauss, Anselm L.(1990)。Qualitative Analysis for Social Scientists。London。  new window
5.Merton, Robert K.(1957)。Social Theory and Social Structure。New York：Free Press。  new window
6.Denzin, N. K.(1989)。The research act: A theoretical introduction to sociological method。Upper Saddle, NJ：Englewood Cliffs, NJ：Prentice Hall。  new window
7.Berger, Peter L.、Luckmann, Thomas、Zifonun, D.(1967)。The Social Construction of Reality。Doubleday。  new window
8.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
9.Mangham, I. L.(1978)。Interactions and interventions in organizations。Chichester：N.Y.：John Wiley。  new window
10.南條惠、許麗鳳(1989)。商店經營術。臺北：書泉出版社。  延伸查詢new window
11.Adler, P. A.、Adler, P.(1987)。Member Roles in Field Research。CA：Sage。  new window
12.Collins, R.、Makowsky, M.(1989)。The Discovery of Society。NY：Random House。  new window
13.Czepiel, J. A.、Solomon, M. R.、Surprenant, C. F.(1985)。The Service Encounter。NY：Lexington Press。  new window
14.Fitch, R.、Knobel, L.(1990)。Fitch on Retail Design。Oxford：Phaidon Press。  new window
15.Goffman, E. R.、徐江敏、李姚軍(1959)。日常生活中的自我表演。臺北：久大：桂冠聯合出版。  延伸查詢new window
16.Hammersley, M.、Atkinson, P.(1983)。Ethnograph: Principles in Practice。London：Tavistock。  new window
17.Phillips, B.(1985)。Sociological Research Methods。IL：Dorsey。  new window
18.Hunt, Shelby D.(1983)。Marketing Theory: The Philosophy of Marketing Science。Homewood, Illinois：Richard D. Irwin, Inc.。  new window
19.Zeithaml, Valarie A.、Parasuraman, Parsu A.、Berry, Leonard L.(1990)。Delivering quality service: Balancing customer perceptions and expectations。New York, NY：Free Press。  new window
20.王石番(1991)。傳播內容分析法--理論與實踐。台北：幼獅文化。  延伸查詢new window
圖書論文
1.Van Maanen, J.、Schein, E. H.(1979)。Toward a theory of organizational socialization。Research in organizational behavior: An annual series of analytical essays and critical review。Greenwich, CT：JAI Press。  new window
2.Smith, R. A.、Houston, M. J.(1983)。Script-based Evaluations of Satisfaction with Services。Emerging Perspectives on Service Marketing。Chicago, IL：American Marketing Association。  new window
3.Atkinson, P.、Hammersley, M.(1994)。Ethnography and participant observation。Handbook of qualitative research。Thousand Oaks, CA。  new window
4.Adler, Patricia A.、Adler, Peter(1994)。Observational techniques。Handbook of qualitative research。Sage Publications。  new window
5.Shostack, G. L.(1985)。Planning the Service Encounter。The Service Encounter: Managing Employee/Customer Interaction in Service Businesses。Lexington Books。  new window
6.Grove, S. J.、Fisk, R. P.(1983)。The Dramaturgy of Services Exchange: An Analytical Framework for Service Marketing。Emerging Perspectives on Service Marketing。Chicago：American Marketing Association。  new window
7.Leigh, T. W.、Rethans, A. J.(1984)。A Script-Theoretic Analysis of Industrial Purchasing Behaviors in Sales Encounters。Personal Selling: Theory, Research, and Practice。MA：D. C. Health and Company。  new window
8.Weick, K. E.(1977)。Enactment Processes in Organizations。New Directions in Organization Behavior。IL：St. Clair Press。  new window
9.Weick, K. E.(1979)。Cognitive Processes in Organizations。Research in Organization Behavior。IL：St. Clair Press。  new window
10.Nyquist, Jody D.、Booms, Bernard H.(1987)。Measuring Services Value From the Consumer Perspective。Add Value to Your Service。Chicago：American Markting Association。  new window
11.Swan, J. E.(1983)。Consumer Satisfaction Research and Theory: Current Status and Future Directions。International Fare in Consumer Satisfaction and Complaining Behavior。Bloomington：School of Business, Indiana University。  new window
 
 
 
 
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