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題名:國軍財務單位服務品質與顧客滿意度之研究--以組織變革為干擾變項
書刊名:國防雜誌
作者:劉自強陳明賢
出版日期:2010
卷期:25:1
頁次:頁76-90
主題關鍵詞:服務品質顧客滿意度組織變革簡單迴歸分析Service qualityCustomer satisfactionOrganizational changeThe level of regression analysis
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)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:37
  • 點閱點閱:1
期刊論文
1.劉興郁、蔡瑞敏(20061200)。組織變革知覺、學習動機對學習成效之影響。朝陽商管評論,5(特刊),63-88。new window  延伸查詢new window
2.Westbrook, R. A.(1981)。Source of Satisfaction with Retail Outlets。Journal of Retailing,57(3),68-85。  new window
3.Naumann, E.、Jackson, D. W. Jr.、Rosenbaum, M. S.(2001)。How to implement a customer satisfaction program。Business Horizons,44(1),37-48。  new window
4.Taylor, Steven A.、Baker, Thomas 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
5.Crosby, L. A.、Stephens, N.(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.潘安成(2008)。組織變革動因的關係及其模型研究。運籌與管理,17(4),152-156。  延伸查詢new window
7.李梅(2007)。西方顧客滿意理論研究的回顧和本土化評論。現代管理科學,2,99-100。  延伸查詢new window
8.Gronroos, C.(1984)。From marketing mix to relationship marketing: towards a paradigm shift in marketing。Management Decision,32,4-20。  new window
9.Patterson, P. G.(1993)。Expectations and product performance as determinants of satisfaction for a high- involvement purchase。Psychology & Marketing,10(5),449-465。  new window
10.Rust, R. T.、Anthony J. Z.(1994)。Customer satisfaction, customer retention, and market shore。Journal of Retailing,69,193-215。  new window
11.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
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.Michaels, Charles E.、Spector, Paul E.(1982)。Causes of employee turnover: A test of the Mobley, Griffeth, Hand, and Meglino model。Journal of Applied Psychology,67(1),53-59。  new window
14.張火燦、余月美(20080200)。服務品質、顧客滿意度與顧客忠誠度關係之研究。明新學報,34(1),127-140。new window  延伸查詢new window
15.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
16.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
17.Andrew, Jason D.、Faubion, Clayton W.、Palmer, Charles D.(2002)。The relationship between counselor satisfaction and extrinsic job factors in state rehabilitation agencies。Rehabilitation Counseling Bulletin,45(4),223-232。  new window
18.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。  new window
19.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
20.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.Day, R. L.、Landon, E. L. Jr.(1976)。Collecting comprehensive consumer complaining data by survey research。Association for Consumer Research, sixth annual conference,(會議日期: 1975/10/30-1975/11/02)。Cincinnati, OH:Association for Consumer Research。3,263-268。  new window
學位論文
1.李宇燊(2006)。國際化知覺組織變革與危機管理--以我國憲兵爲例(碩士論文)。大葉大學。  延伸查詢new window
2.林季葦(2006)。銀行服務品質與顧客滿意度之研究(碩士論文)。國立成功大學。  延伸查詢new window
3.杜新偉(1999)。組織變革中員工反應態度的調查研究--以中華電信公司民營化變革為例(碩士論文)。國立中山大學,高雄市。  延伸查詢new window
4.黃朝琴(2003)。國軍財務單位服務品質滿意度之研究(碩士論文)。樹德科技大學。  延伸查詢new window
5.張翠婷(2006)。空軍組織變革工作特性、工作生活品質與工作投入關係之探討-以空軍後勤參謀為例之研究(碩士論文)。立德管理學院。  延伸查詢new window
6.黃慶偉(2003)。公營事業民營化對服務品質與顧客滿意度影響之研究--以交通銀行為例(碩士論文)。朝陽科技大學。  延伸查詢new window
圖書
1.Tyson, S.、Jackson, T.(1992)。The Essence of Organizational behavior: The essence of management series。New Jersey:Prentice-Hall。  new window
2.謝安田(1992)。企業管理。臺北市:五南。  延伸查詢new window
3.國防部(2007)。主計局財務中心沿革史。國防部主計局財務中心。  延伸查詢new window
4.Cummings, J.、Worley, C.(2001)。Organization development and Change。Paul:West Publishing。  new window
5.Robbins, S. P.(1992)。Organizational Behavior。NY:Prentice-Hall。  new window
6.Zeithaml, V. A.、Bitner, Mary Jo(1996)。Service Marketing。McGraw-Hill。  new window
7.Carnall, Colin A.(1990)。Managing change in Organizations。Prentice-Hall, Inc.。  new window
8.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
9.Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Lewis, R. C.、Booms, B. H.。The marketing aspects of service quality。Emerging perspectives on service marketing。  new window
2.Czepiel, J. A.、Larry, J. R.、Adebayo, A.(1974)。Perspectives on consumer satisfaction。AMA Educators' Proceedings。Chicago:American Marketing Association。  new window
3.Leavitt, H. J.(1976)。Applied organization change in industry。Handbook of Organization。Chicago:Rand McNally。  new window
4.Leavitt, Harold J.(1965)。Applied Organizational Change in Industry: Structural, Technological and Humanistic Approaches。Handbook of Organizations。Rand McNally。  new window
 
 
 
 
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