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題名：Using Quality Function Deployment to Improve Reference Services Quality
書刊名：圖書館學刊
作者：鄭保隆／謝寶煖 引用關係
作者(外文)：Chang,Pao-long／Hsieh,Pao-nuan
出版日期：1996
卷期：11
頁次：頁63-93
主題關鍵詞：參考服務；服務品質；品質機能展開；顧客滿意；服務品質機能展開；Reference services；Service quality；Quality function deployment；Service quality；Function deployment；Customer satisfaction
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  • 點閱點閱:26
　　　　　Much research has been conducted regrding how reference librarians can evaluate and improve the quality of the answers they provide to users' inquiries. There has been considerably less discussion, however, concerning how to improve the quality of the delivery of theose answerw, and to upgrade the oveall auality of reference services as whole. Suggestions for improving the quality of service contained within the business literature may be applied to improve library services as well. In this paper the use of Quality Function Deployment (QFD) as a tool for improving reference services quality is explored and an adapted framework referred to as service quality function deployment is proposed.
期刊論文
1.Pine, B. Joseph II、Peppers, Don、Rogers, Martha(1995)。Do You Want to Keep Your Customers Forever?。Harvard Business Review，73(2)，103-114。  new window
2.Schmenner, Roger W.(1986)。How Can Service Businesses Survive and Prosper?。Sloan Management Review，27(3)，21-32。  new window
3.Crowley, Terence(1985)。Half-Right Reference: Is It True?。Reference and User Services Quarterly，25(1)，59-68。  new window
4.Whitson, W. L.(1995)。Differentiated service: a new reference model。Journal of Academic Librarianship，21(1)，103-104。  new window
5.Hauser, J. R.(1993)。How Puritan-Bennett Used the House of Quality。Sloan Management Review，34(3)，61-70。  new window
6.Sullivan, L. P.(1986)。Quality Function Deployment。Quality Progress，19(6)，39-50。  new window
7.Schneider, Benjamin、Bowen, David E.(1985)。Employee and Customer Perceptions of Service in Banks: Replication and Extension。Journal of Applied Psychology，70(3)，423-433。  new window
8.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
9.Hernon, Peter、McClure, Charles(1986)。Unobtrusive reference testing: the 55 percent rule。Library Journal，3，37-41。  new window
10.Aluri, Rao(1993)。Improving reference service: the case for using a continuous quality improvement method。Reference and User Services Quarterly，33，220。  new window
11.Whitlatch, Jo Bell(1989)。Unobtrusive studies and the quality of academic library reference services。College and Research Libraries，50，181-194。  new window
12.Bicknell, Tracy(1994)。Focusing on quality reference service。Journal of Academic Librarianship，20，77。  new window
13.Durrance, Joan C.(1989)。Reference success: does the 55 percent rule tell the whole story?。Library Journal，114，35。  new window
14.Erikkson, I.、McFadden, F.(1993)。Quality function deployment: a tool to improve software quality。Information and Software Technology，35，491-498。  new window
15.Chen, Chuen-lung、Bullington, Stanley F.(1993)。Development of a strategic research plan for an academic department through the use of quality function deployment。Computer and Industrial Engineering，25，29-52。  new window
16.Wesley, T. L.(1995)。The reference librarian’s skill: critical thinking and professional service。The Reference Librarian，21，107。  new window
17.Whitlach, J. B.(1990)。Reference service effectiveness。Reference and User Services Quarterly，30，214。  new window
18.Collins, M. E.(1990)。Conducting education for ARL librarians in multi-faceted public service positions。The Reference Librarian，30，17-33。  new window
19.Rettig, James(1982)。Love canal in the reference stacks。Reference Service Review，10，7。  new window
20.Hernon, Peter、Altman, Ellen(1995)。Misconduct in academic research: its implications for the service quality provided by university libraries。Journal of Academic Librarianship，21，27-37。  new window
21.Arnold, Stephen(1993)。Relationships of the future: vendors and partners。Special Libraries，84，237。  new window
22.Carrie, Judith A.(1991)。Partnerships in information service design。The Canadian Journal of Information Science，16，46。  new window
學位論文
1.Demouy, Richard Wayne(1991)。Development of a model for total quality management in health care。  new window
圖書
1.Katz, William A.(1987)。Introduction to Reference Work (Vol. 1)。New York/Boston。  new window
2.Bossert, James L.(1991)。Quality Function Development: A Pratitioner’s Approach。Milwaukee, WI。  new window
3.Murdick, Robert G.、Render, Barry、Russell, Roberta S.(1990)。Service Operations Management。Allyn and Bacon Inc.。  new window
4.Juran, J. M.(1992)。Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services。New York, NY：Juran Institute：The Free Press。  new window
5.Oakland, John S.(1993)。Total quality management: the route to improving performance。Total quality management: the route to improving performance。Oxford。  new window
6.Guinta, Lawrence R.、Praizler, Nancy C.(1993)。The QFD Book。The QFD Book。New York。  new window
7.Yoshizawa, Tadashi(1990)。Quality function deployment for software development。Quality Function Deployment。Portland, Ore.。  new window
8.Ohfuji, Tadoshi、Noda, Teiichiro、Ogino, Junji(1990)。Quality function deployment for the service industry。Quality Function Deployment。Portland, Ore.。  new window
9.Edvardsson, Bo、Thomasson, Bertil、Ovretveit, John(1944)。Quality of Service。Quality of Service。London。  new window
10.Tansil, David A.(1990)。Managing human resource issues for high-contact service personnel。Service Management Effectiveness。San Francisco。  new window
圖書論文
1.Behara, R. S.、Chase, R. B.(1993)。Service Quality Deployment: Quality Service by Design。Perspectives in Operations Management: Essays in Honor of E. S. Buffa。Norwell, MA：Kluwer Academic Publishers。  new window
 
 
 
 
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