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題名：公共圖書館讀者服務涉入之研究
書刊名：中國圖書館學會會報
作者：謝寶煖 引用關係
作者(外文)：Hsieh, Pao-nuan
出版日期：1997
卷期：58
頁次：頁107-132
主題關鍵詞：服務涉入；服務行銷；服務品質；公共圖書館；顧客滿意；Service involvement；Service marketing；Service quality；Public libraries；Customer satisfaction
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(3) 博士論文(0) 專書(0) 專書論文(1)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:58
  • 點閱點閱:61
　　　　　本文以縣市級以上之公共圖書館為研究對象，進行探索性研究，以問卷調查到館 使用者對公共圖書館服務品質之要求，了解讀者對服務品質屬性之重要性認知，同時將消費 者行為研究之涉入理論應用到圖書館，探討公共圖書館之讀者對各項服務之涉入程度，並分 析不同涉入程度之讀者對服務品質評估之差異顯著性，進而將服務涉入應用到公共圖書館之 服務行銷，利用讀者對各項服務之涉入程度進行市場區隔和服務定位；根據不同涉入程度之 讀者對服務品質之要求，研擬因應之服務行銷策略，以吸引潛在讀者，留住現有讀者，讓所 有民眾均成為公共圖書館之永久讀者。
　　　　　This paper reports the results of an exploratory study that identifies distinct elements of service quality and determines which of those elements are more important to different segment of customers on degree of service involvement. Service involvement has been defined as "the amount of participation perceived by the customer to be required to engage in a particular activity or service." All services provided by public libraries involve different kinds of interaction between libraries and their users, and evoke varying degree of involvement. In this study, user involvement with services in public library has been categorized into three group according to resources encountered, richness of information input, services used, and frequency of usage. The empirical study has shown that degree of service involvement are significantly related to service quality. Then the marketing strategies fit between the user's value of service quality and the degree of service involvement have been proposed.
期刊論文
1.Arora, R.(1993)。Consumer Involvement in Service Decisions。Journal of Professional Service Marketing，9(1)，49-58。  new window
2.D'Elia, George(1980)。The Development and Testing of a ConceptualModel of Public Library User Behavior。The Library Quarterly，50，410-430。  new window
3.Rothschild, Michael L.(1979)。Marketing Communication in Nonbusiness Situations or Why It's So Hard to Sell Brotherhood Like Soap。Journal of Marketing，43，11-20。  new window
4.Zaichkowky, J. L.(1985)。Measuring the Involvement Constructs。Journal of Consumer Research，12(3)，341-352。  new window
5.Goodman, P. S.、Fichman, M.、Lerch, F. J.、Snyder, P. R.(1995)。Customer-Firm Relationships, Involvement, and Customer Satisfaction。Academy of Management Journal，38(5)，1310-1324。  new window
6.Good, David J.(1990)。Utilizing Consumer Involvement to Market Services。Review of Business，11(4)，3-6。  new window
7.Krugman, Herbert E.(1965)。The impact of television advertising:Learning without involvement。Public Opinion Quarterly，29(3)，349-356。  new window
8.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Problems and Strategies in Service Marketing。Journal of Marketing，49(1)，33-46。  new window
9.王振鵠(19751000)。三十年來的臺灣圖書館事業。圖書館學與資訊科學，1(2)，41-69。new window  延伸查詢new window
10.Traylor, Mark B.(1981)。Product Involvement and Brand Commitment。Journal of Advertising Research，21(6)，51-56。  new window
11.蔡佩玲(1994)。中華民國八十一年臺閩地區圖書館統計調查工作概述。國立中央圖書館館刊，27(2)，3-35。new window  延伸查詢new window
12.Beaven, Mary H.、Scotti, Dennis J.(1990)。Service-Oriented Thinking and Its Implications for the Marketing Mix。The Journal of Service Marketing，4，8。  new window
13.Thomas, Dan R. E.(1978)。Strategy Is Different in Service Business。Harvard Business Review，73-89。  new window
14.Mills, P. K.、Truck, T.(1986)。A Preliminary Investigation into the Influence of Customer-Firm Interface on Information Processing and Task Activities in Service Organizations。Journal of Management，12，91-104。  new window
15.Hult, G. Tomas M.、Lukas, Bryan A.(1995)。Classifying Health Care Offerings to Gain Strategic Marketing Insights。Journal of Services Marketing，9(2)，36-48。  new window
16.Ballard, Thomas(1991)。Resource Sharing Expectations in Public Libraries。Advances in Library Resource Sharing，2，12-24。  new window
17.Herbert, Francoise(1994)。Service Quality: An Unobstrusive Investigation of Interlibrary Loan Large Public Libraries in Canada。LISR，16，3。  new window
18.Matthews, Anne J.(1983)。Library Market Segmentation: An effective Approach for Meeting Client Needs。The Journal of Library Administration，4(4)，19。  new window
19.Massey, Morris E.(1976)。Market analysis and Audience Research for Libraries。Library Trends，24，473-481。  new window
20.Zweizig, Douglas、Dervin, Brenda(1977)。Public Library Use, Users, Uses: Advances in Knowledge of the Characteristics and Needs of the Adult Clientele of American Public Libraries。Advances in Librarianship，7，231-257。  new window
21.莊芳榮(1988)。公共圖書館吸引讀者之途徑。臺北市立圖書館館訊，5，6-8。new window  延伸查詢new window
22.范承源(1989)。美國圖書館行銷與其應用上的一些問題。美國研究，19(3)，31-50。  延伸查詢new window
研究報告
1.(1994)。臺灣地區公共圖書館提高服務品質途徑之研究。臺中。  延伸查詢new window
2.(1995)。臺北市立社教機構服務品質評鑑之研究：以社會教育館、圖書館、美術館為例。臺北。  延伸查詢new window
學位論文
1.曾淑賢(1987)。公共圖書館讀者與非讀者特質之分析：台北市民生社區抽樣調查(碩士論文)。國立臺灣大學。  延伸查詢new window
2.黃絲苹(1996)。參考型多媒體光碟在我國大學圖書館與公共圖書館應用問題之研究，臺北。  延伸查詢new window
圖書
1.Loudon, David、Bitta, Alber J. Della(1988)。Consumer Behavior: Concept and Applications。New York, NY：McGraw-Hill。  new window
2.王克先(1993)。學習心理學。桂冠圖書股份有限公司。  延伸查詢new window
3.王振鵠、胡述兆(1993)。縣市文化中心績效評估。行政院研究發展考核委員會。  延伸查詢new window
4.國立中央圖書館(1992)。臺閩地區圖書館統計。臺北。  延伸查詢new window
5.林彥君(1992)。行銷概念應用於我國公共圖書館之探討。臺北。  延伸查詢new window
6.王振鵠(1984)。圖書館學論叢。臺北：臺灣學生書局。new window  延伸查詢new window
7.Laaksonen, Pirjo(1994)。Consumer Involvement: Concepts and Research。Routledge。  new window
8.Hawkins, I.、Best, R. J.、Coney, K, A.(1999)。Consumer Behavior: Implications for Marketing Strategy。  new window
9.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
10.Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
11.Ross, Judith B.(1984)。A Behavior Approach to Library Marketing。Marketing for Libraries and Information Agencies。Norwood, N. J.。  new window
12.Chase, R. B.、Aquilano, N. J(1977)。Production and Operations Management: A Life Cycle Approach。Production and Operations Management: A Life Cycle Approach。Homewood, IL。  new window
13.國立中央圖書館(1993)。臺敏地區圖書館統計名錄。臺敏地區圖書館統計名錄。臺北。  延伸查詢new window
14.經濟部中央標準局。公共圖書館建築設備。中國國家標準CNS13612。臺南。  延伸查詢new window
15.Quelch, John A.(1989)。How to Market to Consumers: 10 ways to Win。How to Market to Consumers: 10 ways to Win。New York。  new window
16.Marchant, Maurice P.(1994)。Why Adults Use the Public Library: A Research Perspective。Why Adults Use the Public Library: A Research Perspective。Englewood Colo.。  new window
17.Boyd, Alex。World Encyclopedia of Library and Information Services。World Encyclopedia of Library and Information Services。Chicago。  new window
18.Brisoux, Jacques E.、Cheron, Emmanuel J.(1990)。Brand Categorization and Product Involvement。Advancesin Customer Research。Ann Arbor, MI。  new window
其他
1.行政院臺（72）文16736號函：「縣市文化中心工作要領」，臺北。  延伸查詢new window
 
 
 
 
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