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題名：服務品質衡量模式實證研究之探討
書刊名：東吳經濟商學學報
作者：楊淑惠／蘇雲華 引用關係
作者(外文)：Yang, Shu Hui／Su, Tom
出版日期：1997
卷期：19
頁次：頁109-137
主題關鍵詞：服務品質；文獻探討；實證研究；衡量模式；Service quality；Literature review；Empirical study；Measuring method
原始連結：連回原系統網址new window
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  • 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:69
  • 點閱點閱:47
　　　　　服務品質的衡量是服務行銷重要的課題之一。本論文針對如何衡量服務品質做一 般性文獻的探討。針對本論文所涵蓋的文獻，我們做了許多項目的分析，例如:資料蒐集;資 料分析;問卷結果等等。 根據分析，我們獲得以下結論:(1)近期許多文獻已包含高科技服務行銷的探討。(2)大多 數文獻的資料分析都著眼於主軸因素分析運用斜交轉軸方式、且使用LISREL。至於基本分析 構面，文獻中大多採用P.Z.B.(1988)的五因素、或原始設計的10因素構面為多。(3)實證的 結果顯示SERVQUAL模式，其信度廣受肯定。然而，也有人質疑SERVQUAL模式的構面數及效 度。(4)目前為止，尚無文獻探討或評論修正後的SERVQUAL衡量模式。(5)到底何種服務品質 的衡量模式較好，以目前來說尚無定論。因此，在服務行銷領域中服務品質衡量模式仍有研 究的空間。
　　　　　The measurement of service quality is an important issue in service marketing. This paper gives a general survey on how to measure the quality of services. For all papers included here, we analyze many items: for example, Data Collection, Data Analysis, Findings etc. According to the analysis, we have arrived at the following conclusion. (1) Many recent papers concerned with service quality measurement are dealing with the high technology service market. (2) In most cases, the data is based on Principal-axis factor analysis followed by oblique rotation, and the LISREL confirmatory is also applied. As the basis for the initial number of factors extracted, most papers adopted PZB the 5-factor dimensional structure or the original ten-factor dimensional structure. (3) The findings from the various replication studies indicate that the SERVQUAL scale possesses adequate reliability. However, some researchers still doubt the factor structure and validity induced by SERVQUAL. (4) No paper discusses or criticizes the refined SERVQUAL scale yet. (5) There is no final conclusion to determine which measurement scale is better than the others, up to date. Hence, there is still research space for measuring service quality in the service marketing field.
期刊論文
1.Gagliano, K. B.、Hathcote, J.(1994)。Customer expectations and perceptions of service quality in retail apparel specialty stores。Journal of Services Marketing，8(1)，60-69。  new window
2.Altman, Ralph F.、Helms, Marilyn M.(1995)。Quantifying Service Quality: Case Study of A Rental Car Agency。Production and Inventory Management Journal，36，45-50。  new window
3.Anderson, Elizabeth A.(1995)。Measuring Service Quality at a University Health Clinic。International Journal of Health Care Quality Assurance，8(2)，32-37。  new window
4.Anderson, Elizabeth(1995)。High Tech V. High Touch: A case Study of TQM Implementation in Higher Education。Managing Service Quality，5(2)，48-57。  new window
5.Babakus, Emin、Mangold, W. Glynn(1992)。Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation。Health Services Research，26(6)，767-786。  new window
6.Berry, Leonard L.、Parasuraman, A.(1993)。Building a New Academic Field--The Case of Service Marketing。Journal of Retailing，69(1)，13-60。  new window
7.Blanchard, R. F.、Galloway, R. L.、TSB Bank plc.(1994)。Quality in Retail Banking。Internal Journal of Service Industry Management，5(4)，5-23。  new window
8.Bowers, Michael R.、Swan, John E.、Koehler, William F.(1994)。What attributes determine quality and satisfaction with health care delivery?。Health Care Management Review，19(4)，49-55。  new window
9.Chaston, Ian(1995)。A Typology for Evaluating Branch-Level Perceptions of Internal Customer Management Processes within the UK Clearing Banks。Service Industries Journal，15(3)，332-349。  new window
10.Chaston, Ian(1994)。Rebuilding Small Business Confidence by Identifying and Closing Service Gaps in the Bank/SME Client Relationship。International Small Business，13，54-62。  new window
11.Fick, Gavin R.、Ritchie, J. R. Brent(1991)。Measuring Service Quality in the Travel and Tourism Industiy。Journal of Travel Research，30，2-9。  new window
12.Kierl, Charles、Mitchell, Paul(1990)。How to Measure Industrial Service Quality。Industrial Marketing Digest，15，35-46。  new window
13.Kong, Raymond、Mayo, Michael. C.(1993)。Measuring Service Quality in the Business-to-Business Context。Journal of Business & Industrial Marketing，8(2)，5-15。  new window
14.Mangold, W. Glynn、Babakus, Emin(1991)。Service Quality: The Front-Stage vs. the Back-Stage Perspective。Journal of Services Marketing，5，59-70。  new window
15.McAlexander, James H.、Kaldenberg, Dennis O.、Koenig, Harold F.(1994)。Service Quality Measurement。Journal of Health Care Marketing，14，34-40。  new window
16.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Stand in Measuring Service Quality: Implications for Future Research。Journal of Marketing，58，111-124。  new window
17.Pitt, Leyland、Morris, Michael H.、Oosthuizen, Pierre(1996)。Expectations of Service Quality as an Industrial Market Segmentation Variable。Service Industries Journal，16(1)，1-9。  new window
18.Reidenbach, R. Eric、Sandifer-Smallwood, Beverly(1990)。Exploring Perceptions of Hospital Operations by a Modified SERVQUAL Approach。Journal of Health Care Marketing，10，47-55。  new window
19.Saleh, Farouk、Ryan, Chris(1991)。Analyzing Service Quality in the Hospitality Industry Using the SERVQUAL Model。Service Industries Journal，11(3)，324-345。  new window
20.Soliman, Ahmed A.(1992)。Assessing the Quality of Health Care: A Consumerist Approach。Health Marketing Quarterly，10(1/2)，121-141。  new window
21.Teas, R. Kenneth(1994)。Expectation as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment。Journal of Marketing，58，132-139。  new window
22.Webster, Calum、Hung, Li-Chu(1994)。Measuring Service Quality and Promoting Decanting。TQM Magazine，6(5)，50-55。  new window
23.Wetzels, Martin、De Ruyter, Ko、Lemmink, Jos、Koelemeijer, Kitty(1995)。Measuring Customer Service Quality in International Marketing Channels: A Multimethod Approach。Journal of Business & Industrial Marketing，10(5)，50-59。  new window
24.Witt, C. A.、Stewart, H. M.(1996)。Solicitors and Customer Care。Service Industries Journal，16(1)，21-34。  new window
25.Youssef, Fayek、Nel, Deon、Bovaird, Tony(1995)。Service Quality in NHS hospitals。Journal of Management in Medicine，9(1)，66-74。  new window
26.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
27.Pitt, Leyland F.、Watson, Richard T.、Kavan, C. Bruce(1995)。Service Quality: A Measure of Information Systems Effectiveness。MIS Quarterly，19(2)，173-187。  new window
28.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
29.周逸衡、蘇雲華(19960300)。臺灣服務行銷發展沿革之研究。企業管理學報，38，85-102。new window  延伸查詢new window
30.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
31.Kettinger, William J.、Lee, Choong C.(1994)。Perceived Service Quality and User Satisfaction with the Information Services Function。Decision Sciences，25(5/6)，737-766。  new window
32.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1985)。Problems and strategies in services marketing。The Journal of Marketing，49(2)，33-46。  new window
33.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
34.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
35.Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing，69(1)，61-103。  new window
36.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
37.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
38.Stevens, Pete、Knutson, Bonnie J.、Patton, Mark(1995)。Dineserv: A tool for measuring service quality in restaurants。Cornell Hotel and Restaurant Administration Quarterly，36(2)，56-60。  new window
學位論文
1.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
 
 
 
 
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