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題名：服務品質、疏失、補救與顧客滿意之結構性分析--以高雄地區為例
書刊名：管理研究學報
作者：吳萬益 引用關係／蔡政宏
作者(外文)：Wu, Wann-yih／Tsai, Cheng-hung
出版日期：2002
卷期：2:2
頁次：頁209-237
主題關鍵詞：服務品質；服務疏失；服務補救；顧客滿意；Service quality；Service failure；Service recovery；Customer satisfaction；LISREL
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(4) 博士論文(2) 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:85
  • 點閱點閱:21
服務品質與顧客滿意間的關係，早已成為各界所競相探討的領域，然而透過服務補救而造成顧客滿意與顧客忠誠之研究仍不多見。本研究即以兩者之間的第一次滿意關係為基礎，探討未臻熟的第二次滿意的領域即由服務品質、疏失、補救進而影響顧客滿意的因果性關係的探討。透過基本次數分炭，因素分析並藉由LISREL工具的使用，本研究從高雄地區三家準醫學中心級醫院的就診民眾為調查對象，發放問卷進行分析得出以下結論：1.包含第一、二次滿意的整體架構模式基本上是成立的，但服務補救與服務疏失的擷取與計算方式尚待調整與加強2.不同的服務疏失種類，對於顧客滿意的模式的影響程度有所差異，其中以第三類服務疏失所構成的第二認滿意模式最具說服力3.就民資所實際接受的服務補救方式與所期望的補救方式略有差異。
The relationship between the service quality and the customer satisfaction has been explored and studied for many other researches, but most of these are the first-satisfaction. Research is still in lack of studies of the second-satisfaction through service recovery. In addition to the first-satisfaction’s model, this study explores the second-satisfaction model which is the structural analysis of service quality, service failure, service recovery and customer satisfaction. After surveying the customers of the three large hospitals in Kaohsiung, this research suggests that: (1)the structure of the overall satisfaction included the first and the second satisfaction is sustained. But this model needs some revise in the selection and definition of variables. (2)different kinds of failure affect this model differently. The third kinds of service failure work the best. (3)the gap between expected recovery and actual recovery seems to be significant.
期刊論文
1.Taylor, Steven A.(2001)。Assessing the use of regression analysis in examining service recovery in the insurance industry: Relating service quality, customer satisfaction, and customer trust。Journal of Insurance Issues，24(1/2)，30-57。  new window
2.Lee, M.、Ulgado, F. M.(1997)。Consumer Evaluations of Fast-food Services: Across-National Comparison。The Journal of Service Marketing，11(1)，39-52。  new window
3.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
4.郭德賓、周泰華、黃俊英(20000300)。服務業顧客滿意評量之重新檢測與驗證。中山管理評論，8(1)，153-200。new window  延伸查詢new window
5.Carman, J. M.(1990)。Consumer perception of service quality: An assessment of the SERVOUAL dimension。Journal of Retailing，66(1)，33-56。  new window
6.Cronin, J. J. Jr.、Taylor, S. A.(1992)。Measuring Service Quality: A Reexamination and Extensions。Journal of Marketing，56，55-68。  new window
7.Knutson, B.、Stevens, P.、Wullaert, C.、Patton, M.、Yokoyama, F.(1991)。LODGSERV: A service quality index for the lodging industry。Hospitality Research Journal，14(3)，277-284。  new window
8.Varki, Sajeev、Colgate, Mark(2001)。The role of price perceptions in an integrated model of behavioral intentions。Journal of Service Research，3(3)，232-240。  new window
9.Tax, S. S.、Brown, S. W.(1998)。Recovering and Learning from Service Failures。Sloan Management Review，40(1)，75-88。  new window
10.Taylor, S. A.、Baker, T. L.(1994)。An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions。Journal of Retailing，70(2)，163-178。  new window
11.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing，57(4)，18-34。  new window
12.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-item Scale for Measuring Customer Perceptions of Service Quality。Journal of Retailing，64(1)，12-40。  new window
13.Bagozzi, R. P.、Yi, Y.(1988)。On the Use of Structural Equation Model in Experimental Designs。Journal of Marketing Research，26，271-284。  new window
14.Hoffman, K. D.、Kelly, S. W.、Rotalsky, H. M.(1995)。Tracking Service Failure and Employee Recovery Efforts。Journal of Service Marketing，9(2)，49-61。  new window
15.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
16.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
17.Teas, R. Kenneth(1994)。Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment。Journal of Marketing，58(1)，132-139。  new window
18.Juran, J. M.(1986)。A universal approach to managing for quality。Quality Progress，19(8)，19-24。  new window
19.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research。Journal of Marketing，58(1)，111-124。  new window
20.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
21.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
22.Westbrook, Robert A.(1987)。Product/Consumption-Based Affective Responses and Postpurchase Processes。Journal of Marketing Research，24(3)，258-270。  new window
23.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。  new window
24.Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。  new window
25.Grönroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceived Service Quality。Review of Business，9(3)，10-13。  new window
26.Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review，68(4)，148-156。  new window
27.Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management，26(5)，467-473。  new window
28.Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing，69(4)，429-452。  new window
29.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
30.Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing，9(1)，15-23。  new window
31.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
32.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
研究報告
1.行政院主計處(1999)。中華民國統計月報。  延伸查詢new window
學位論文
1.吳兆玲(1999)。國內航空服務業服務疏失補救、疏失事件歸因與顧客滿意反應間關係之研究(碩士論文)。國立中山大學。  延伸查詢new window
2.輝偉偉(1996)。顧客抱怨處理與顧客滿意關係之研究--綜合認知面與情感面之探討(碩士論文)。國立中央大學。  延伸查詢new window
3.鄭紹成(1997)。服務業服務失誤、挽回服務與顧客反應之研究(博士論文)。文化大學。new window  延伸查詢new window
圖書
1.Lovelock, C. H.(1991)。Service Marketing。Englewood Cliffs, New Jersey：Prentice-Hall Inc.。  new window
2.Rust, R. T.、Oliver, R. L.(1994)。Service Quality。Thousand Oaks, California：SAGE。  new window
3.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases, and Readings。Allyn and Bacon。  new window
4.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service: Balancing Customer Perceptions and Expectations。New York：Simon and Schuster。  new window
5.陳順宇(2000)。多變量分析。臺北：華泰書局。  延伸查詢new window
6.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis: with Readings。Prentice Hall。  new window
其他
1.行政院衛生署(2000)。民國八十九年醫院評鑑結果。  延伸查詢new window
 
 
 
 
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