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題名:從服務接觸談圖書館之服務環境管理
書刊名:大學圖書館
作者:謝寶煖 引用關係
作者(外文):Hsieh, Pao-nuan
出版日期:1997
卷期:1:4
頁次:頁31-51
主題關鍵詞:服務接觸服務環境實體證據服務基架服務證據Service encounterService environmentPhysical evidenceServicescapeService evidence
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(9) 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:8
  • 共同引用共同引用:2
  • 點閱點閱:49
     實體環境對顧客的行為和顧客滿意的影響,已經廣為服務管理者所重視。本文旨在介紹實體環境對顧客和員工行為的影響,探討實體證據,或稱之為服務基架,對外部行銷目標和內部組織目標的達成可以產生的助益。最後檢視服務業的研究成果,提出服務基架在圖書館管理和研究上的意涵。
     The impact of service providers' physical evidence (environments) on customer behavior and satisfaction has recently gained the attention of some services marketers. The primary purpose of this paper is to explore the impact of physical evidence on the behaviors of both customers and employees, and to illustrate the ability of the physical evidence, particularly the servicescape, to facilitate achievement of organizational as well as marketing goals. By reviewing the researches conducted in service industries, the author highlights key managerial and research implications.
期刊論文
1.Baker, Julie、Berry, Leonard L.、Parasuraman, A.(1988)。The Marketing Impact of Branch Facility Design。Journal of Retail Banking,10(2),33-42。  new window
2.Sundstrom, Eric、Altman, Irwin(1989)。Physical Environments and Work-Group Effectiveness。Research in Organizational Behavior,11,175-209。  new window
3.Levine, M.(1982)。You-are-here maps: Psychological considerations。Environment and Behavior,14,221-237。  new window
4.Milliman, Ronald E.(1982)。Using Background Music to Affect the Behavior of Supermarket Shoppers。Journal of Marketing,46(2),86-91。  new window
5.Milliman, Ronald E.(1986)。The influence of background music on the behavior of restaurant patrons。Journal of Consumer Research,13(2),286-289。  new window
6.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
7.Donovan, Robert J.、Rossiter, John R.(1982)。Store atmosphere: An environmental psychology approach。Journal of Retailing,58(1),34-57。  new window
8.Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing,56(2),57-71。  new window
9.Kotler, Philip(1973)。Atmospherics as a marketing tool。Journal of Retailing,49(4),48-64。  new window
10.楊錦洲(1997)。服務也需要打形象牌。管理雜誌,280,44-46。  延伸查詢new window
11.Bitner, Mary Jo(1990)。Evaluation Service Encounter: The Effects of Physical Surroundings and Employee Response。Journal of Marketing,54,70。  new window
12.畢恆達(1989)。環境心理學研究資料引介。國立臺灣大學建築與城鄉研究學報,4(1),115-136。new window  延伸查詢new window
13.Davis, Tim R. V.(1984)。The Influence of the Physical Environment in Offices。Academy of Management Review,9(2),271-283。  new window
14.Wineman, Jean D.(1982)。Office Design and Evaluation。Environment and Behavior,14(3),271-298。  new window
15.李興國(1995)。選位子。空間,68,110-113。  延伸查詢new window
16.Herrinton, J. Duncan、Capella, Louis M.(1996)。Effects of Music in Service Environments: A Field Study。Journal of Services Marketing,10(2),26-41。  new window
會議論文
1.謝寶煖(1996)。服務藍圖應用於館藏管理服務品質改善之研究。臺北。657-674。  延伸查詢new window
圖書
1.Rapoport, A.(1982)。The meaning of the built environment: A nonverbal communication approach。Tucson:University of Arizona Press。  new window
2.Fitzsimmons, James A.、Fitzsimmons, Mona J.(1998)。Service Management: Operations, Strategy, and Information Technology。New York:McGraw-Hill Companies Inc。  new window
3.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
4.McAndrew, Francis T.、危芷芬(1995)。環境心理學。五南。  延伸查詢new window
5.Mehrabian, Albert、Russell, James A.(1974)。An Approach to Environmental Psychology。MIT Press。  new window
6.Darley, Johm M.、Gibert, Daniel T.(1985)。Social Psychological Aspects of Environment Psychology。Handbook of Social Psychology (vol. 2)。New York。  new window
7.Wener, Richard A.(1985)。The Environmental Psychology of Service Encounters。The Service Encounter。Lexington, Mass。  new window
圖書論文
1.Bitner, M. J.(1986)。Consumer Responses to the Physical Environment in Service Settings。Creativity in Services Marketing。Chicago:American Marketing Association。  new window
2.Baker, J.(1986)。The Role of the Environment in Marketing Services: The Consumer Perspective。The Services Challenge: Integrating for Competitive Advantage。American Marketing Association。  new window
3.Shostack, G. L.(1985)。Planning the Service Encounter。The Service Encounter: Managing Employee/Customer Interaction in Service Businesses。Lexington Books。  new window
4.Shostack, G. Lynn(1992)。Understanding Services through Blueprinting。Advances in Services Marketing and Management。Greenwich, CT:JAI Press。  new window
 
 
 
 
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