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題名：Use the Service Gap Model to Improve the Level of Service (LOS) of E-commerce Physical Home Logistic in Taiwan Area
書刊名：品質學報
作者：楊光立／沙永傑／周永燦
作者(外文)：Yang, Kuang Li／Sha, D. Y.／Jou, Yung-tsan
出版日期：2020
卷期：27:5
頁次：頁319-330
主題關鍵詞：I-S模型；實體宅配；服務水準；I-S model；SERVQUAL；Physical home logistic；Level of service；LOS
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(0) 博士論文(0) 專書(0) 專書論文(0)
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  • 點閱點閱:11
期刊論文
1.Mentzer, J. T.、Flint, D. J.、Hult, G. T. M.(2001)。Logistics Service Quality as a Segment-Customized Process。Journal of Marketing，65(4)，82-104。  new window
2.Yang, C. C.(2003)。Establishment and applications of the integrated model of service quality measurement?。Managing Service Quality: An International Journal，13(4)，310-324。  new window
3.Eboli, L.、Mazzulla, G.(2007)。Service quality attributes affecting customer satisfaction for bus transit。Journal of Public Transportation，10(3)，21-34。  new window
4.Gulc, A.(2017)。Models and methods of measuring the quality of logistic service。Procedia Engineering，182，255-264。  new window
5.Franceschini, F.、Galetto, M.、Turina, E.(2009)。Service quality monitoring by performance indicators: a proposal for a structured methodology。International Journal of Services and Operations Management，5(2)，251-273。  new window
6.Morganti, E.、Seidel, S.、Blanquart, C.、Dablanc, L.、Lenz, B.(2014)。The impact of E-commerce on final deliveries: alternative parcel delivery services in France and Germany。Transportation Research Procedia，4，178-190。  new window
7.Yang, C.-C.(1993)。The application of two-dimensional quality model on service quality。Quality Control Monthly，29(5)，27-33。  new window
8.Sohn, J.-I.、Woo, S.-H.、Kim, T.-W.(2017)。Assessment of logistics service quality using the Kano model in a logistics-triadic relationship。The International Journal of Logistics Management，28(2)，680-698。  new window
9.Prentkovskis, O.、Erceg, Ž.、Stević, Ž.、Tanackov, I.、Vasiljević, M.、Gavranović, M.(2018)。A new methodology for improving service quality measurement: Delphi-FUCOM-SERVQUAL model。Symmetry，10(12)。  new window
10.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing，49(4)，41-50。  new window
11.Athanasopoulou, Pinelopi(2009)。Relationship quality: a critical literature review and research agenda。European Journal of Marketing，43(5/6)，583-610。  new window
12.Martilla, John A.、James, John C.(1977)。Importance-performance analysis。Journal of Marketing，41(1)，77-79。  new window
13.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
會議論文
1.Gajewska, T.、Grigoroudis, E.(2015)。Importance of logistics services attributes influencing customer satisfaction。The 2015 4th IEEE International Conference on Advanced Logistics and Transport。Valenciennes。  new window
2.Yuan, X.、Shi, L.、Li, H.(2014)。Research on the relationship between the logistics service quality and customer loyalty in C2C E-commerce。Wuhan。104-113。  new window
研究報告
1.經濟部統計處(20181005)。主要國家零售業電子商務發展概況。  延伸查詢new window
2.Dieke, K. A.、Arnold, R.、Bender, C.、Hillebrand, A.、Niederprüm, A.、Taş, S.(2019)。Development of cross-border E-commerce through parcel delivery: appendix B WIK consumer survey。Luxembourg：Publications Office of the European Union。  new window
3.Arvis, J.-F.、Saslavsky, D.、Ojala, L.、Shepherd, B.、Busch, C.、Raj, A.、Naula, T.(2016)。Connecting to compete 2016: trade logistics in the global economy: the logistics performance index and its indicators。Washington, DC：The International Bank for Reconstruction and Development：The World Bank。  new window
圖書
1.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
2.Ministry of Transportation and Communications(2004)。The White Book on National Freight Development Policy。Taipei：Ministry of Transportation and Communications。  new window
3.Thomas, C.(2014)。eCommerce Delivery: How Your Delivery Strategy Can Increase Your Sales。Kidlington：Kernu。  new window
其他
1.Lin, C. K.(2016)。Planning for the White Paper on National Freight Development Policy，https://www.slideserve.com/mackensie-lee/5928523。  new window
 
 
 
 
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