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題名:博物館服務品質與顧客滿意之研究--以國立自然科學博物館為例
書刊名:博物館學季刊
作者:高大剛
作者(外文):Gau, Dahi-gung
出版日期:2000
卷期:14:4
頁次:頁105-129
主題關鍵詞:服務品質顧客滿意國立自然科學博物館
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(14) 博士論文(0) 專書(1) 專書論文(0)
  • 排除自我引用排除自我引用:14
  • 共同引用共同引用:105
  • 點閱點閱:38
     凡提供產品與服務活動者,皆可以衡量其在消費者心目中所產生的服務品質。現今服務業發展迅速,服務品質即是最複廣為討論的議題之一。本研究嘗試以問卷調查的方式,調查國立自然科學博物館(以下簡稱科博館)參觀者對該館提供的產品與服務,其品質高低與整體的滿意程度如何;同時,研究參訪者個人特質與行銷溝通手法之運用,並試圖給予某些營運與研究上的建議。
期刊論文
1.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。  new window
2.Parasuraman, A、Zeithaml, V. A.、Barry, L. L.(1993)。The nature and determinants of customer exceptions of Science。Journal of academy of marketing service,21(1),1-12。  new window
3.McAlexander, J. H.、Kaldenberg, D. O.、Koening, H. F.(1994)。Service quality measurement。Journal of Health Care Marketing,14(3),34-40。  new window
4.李麗芳(19970700)。博物館學習與學校教育的互動。博物館學季刊,11(3),3-9。new window  延伸查詢new window
5.Crosby, Lawrence A.、Stephens, Nancy(1987)。Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry。Journal of Marketing Research,24(4),404-411。  new window
6.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Problems and Strategies in Service Marketing。Journal of Marketing,49(1),33-46。  new window
7.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing,70(3),201-230。  new window
8.許功明、劉幸真(1998)。博物館參觀經驗之比較--省美館與科博館為例。博物館學季刊,12(3),3-34。new window  延伸查詢new window
9.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing,57(4),18-34。  new window
10.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
11.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。  new window
12.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。  new window
13.Spreng, Richard A.、Olshavsky, Richard W.(1993)。A Desires Congruency Model of Consumer Satisfaction。Journal of the Academy of Marketing Science,21(3),169-177。  new window
14.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
15.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
16.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
17.Davies,Andrew、李惠文(19990400)。博物館行銷與非觀眾。博物館學季刊,13(2),63-74。new window  延伸查詢new window
18.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
19.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
20.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
21.黃俊英、林義屏(1998)。社會行銷市場區隔變數之比較研究─以骨髓捐贈活動為例。管理評論,17(1),39-59。new window  延伸查詢new window
22.Brown, Tom J.、Churchill, Gilbert A.、Paul, Peter J.(1993)。Improving the Meausrement of Service Quality。Journal of Retailing,69(1),127-139。  new window
23.Cronin, J. Joseph、Taylor, Steven A.(1994)。SERVPERF Versus SERVAUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。Journal of Marketing,58,125-131。  new window
24.Smith, A. M.(1995)。Measuring Service Quality: Is SERVQUAL Now Redundant?。Journal of Marketing Management,11,257-276。  new window
25.Banwari, Mittal、Lassar, Walfried M.(1998)。What do Customers Switch? The Dynamics of Satisfaction Versus Loyalty。Journal of Services Marketing,12(3),177-194。  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
2.莊維浩(1998)。服務品質、服務價值與顧客滿意度關係之研究--以百貨公司為例(碩士論文)。東吳大學。  延伸查詢new window
3.蔡政哲(1996)。非營利機構的服務品質之研究--以高雄市立美術館義工運用為例(碩士論文)。國立中山大學,高雄市。  延伸查詢new window
圖書
1.Cooper, Donald R.、Emory, C. William(1996)。Business Research Methods。Richard D. Irwin Inc.。  new window
2.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
3.Lorelock、Weinberg(1978)。Public and Nonporfit Marketing Comes of Age。Review of Marketing 1978。Chicago。  new window
 
 
 
 
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