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題名:臺灣顧客滿意度模式之先期研究:以醫療服務業為例
書刊名:醫護科技學刊
作者:胡秀媛邱紹一 引用關係李友錚 引用關係
作者(外文):Hu, Hsiu-yuanChiu, Shao-iLee, Yu-cheng
出版日期:2007
卷期:9:4
頁次:頁249-266
主題關鍵詞:顧客滿意度臺灣顧客滿意度指標結構方程模式Customer satisfactionTaiwan customer satisfaction indexTCSIStructural equation method
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(8) 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:8
  • 共同引用共同引用:9
  • 點閱點閱:211
期刊論文
1.李友錚、賀力行、姜吉生、連秋月(20051200)。國家顧客滿意指標之發展與建構。品質月刊,41(12),52-56。  延伸查詢new window
2.Kolter, P.(1997)。Marketing management, analysis, implementation and using the servoual model。The Service Industries Journal,11(3),324-343。  new window
3.陳仁惠、鄭仲興、方世杰(20050400)。門診醫療服務品質與病患滿意度對於關係導向行為之影響。醫護科技學刊,7(2),187-202。new window  延伸查詢new window
4.Karatepe, O. M.、Yavas, U.、Babakus, E.(2005)。Measuring service quality of banks Scales development and validation。Journal of Retailing and Consumer Services,12,373-383。  new window
5.李友錚、賀力行、姜吉生、連秋月(20060400)。臺灣顧客滿意指標中有關抽樣群體之決定。品質月刊,42(4),74-77。  延伸查詢new window
6.Kristensen, Kai、Martensen, Anne、Gronholdt, Lars(2000)。Customer satisfaction measurement at post denmark: Results of application of the European customer satisfaction index methodology。Total Quality Management,11(7),1007-1015。  new window
7.陳正男、曾倫崇(2001)。顧客就醫行為、工作人員滿意度與醫院行銷之研究。中華管理評論,4(1),67-82。  延伸查詢new window
8.Shemwell, D. J.、Yavas, U.、Bilgin, Z.(1998)。Customer-service Provider Relationships: An Empirical Test of a Model of Service Quality, Satisfaction and Relationship-oriented Outcomes。International Journal of Service Industry Management,9(2),155-168。  new window
9.Bloemer, J.、De Ruyter, K.(1998)。On the relationship between store image, store satisfaction and store loyalty。European Journal of Marketing,32(5/6),499-513。  new window
10.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。  new window
11.Martensen, Anne、Gronholdt, Lars、Kristensen, Kai(2000)。The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark。Total Quality Management,11(4-6),544-553。  new window
12.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
13.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
14.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing,9(4),5-17。  new window
15.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
16.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
17.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
18.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
19.Bostan, S., Acuner, T.,、Yilmaz, G.(2007)。Patient (customer) expectations in hospitals。Health Policy,82,62-70。  new window
20.Brady, M. K.,、Cronin, J. J.(2001)。Some new thoughts on conceceptualizing perceived service quality: A hierarchical approach。Journal of Marketing,65(3),34-49。  new window
21.Chen, J. H.、Cheng, C. H.、Fang, S. C.(2005)。Effects of outpatient medical service quality and patient satisfaction on relationship-oriented behavior。The Journal of Health Science,7(2),187-202。  new window
22.Cheng, T. J., Chou, L. F.,、Hwang, S. J.(2006)。Patterns of ambulatory care utilization in Taiwan。BMC Health Service Research,6(54),1186-1194。  new window
23.Cheng, S. H., Yang, M. C.,、Chiang, T. L.(2003)。Patient satisfaction with and recommendation of a hospital: Effects of interpersonal and technical aspects of hospital care。International Journal for Quality in Health Care,15(4),345-355。  new window
24.Ostrom, A.,、Iacobucci, D.(1995)。Customer tradeoffs and the evaluation of services。Sloan Management Review,59(1),17-28。  new window
25.Tang, L. L.,、Cheng, P. J.(2001)。The quality survey on medical service by using Kano two- dimensional model。Journal of the Chinese Institute of Industrial Engineers,18(2),71-81。  new window
學位論文
1.陳素幸(2007)。An Investigation of Outpatients ' Volutary Performance among Competitive Hospitals : A Study of Two Medical Centers inTaipei,花蓮。  new window
2.童惠芳(2004)。Developing the Customer Satisfaction and Loyalty Index Model in Healthcare Organization,台北。  new window
圖書
1.Czepiel, J. A.(1974)。Perspective on customer satisfaction。New York:American Management Association。  new window
2.Porter, L. W.、Lawler, E. E.(1968)。Managerial attitudes & performances。Illinois, Homewood:Dorsey press。  new window
3.Etzel, M. J.、Walker, B. J.、Stanton, W. J.(2001)。Marketing Management。McGraw-Hill。  new window
4.Grönroos C.(1993)。Toward a third phase in service quality research: Challenges and future directions, advances in service marketing and management (2nd ed.).。Greenwich, CT:JAI Press。  new window
5.Oliver, R. L.(1993)。Conceptual model of service quality and service satisfaction: compatible goals, different concepts。Advance in service marketing and management: Research and practice。Greenwich:JAI Press。  new window
 
 
 
 
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