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題名：應用IPA模式檢視國際觀光飯店內部顧客服務品質需求
書刊名：北臺灣學報
作者：張紘炬／蕭靜雅／簡鈞銘
作者(外文)：Chang, Horng-jinh／Hsiao, Ching-ya／Chien, Chun-ming
出版日期：2011
卷期：34
頁次：頁375-390
主題關鍵詞：IPA分析；SERVQUAL量表；國際觀光飯店；內部行銷；服務品質；Importance-performance analysis；IPA；SERVQUAL；Hospitality；Internal marketing；Service quality
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期刊論文
1.Lings, Ian N.(2004)。Internal Market Orientation: Construct and Consequences。Journal of Business Research，57(4)，405-413。  new window
2.Huan, T. C., Beaman, J. and Shelby, L. B.,(2007)。Using action-grids in tourism management,。Tourism management,，Vol. 23, Issue 3,，255-264。  new window
3.McDermott, L. C.、Emerson, M.(1991)。Quality and Service for Internal Customer。Training and Development Journal，45(1)，61-64。  new window
4.鄧維兆、林孟儒、蔡志弘(20051100)。內部服務品質評量基礎之員工工作滿意度研究--以國際觀光飯店為例。品質月刊，41(11)，79-83。  延伸查詢new window
5.Davis, B. R.、Mentzer, J. T.(2006)。Logistics Service Driven Loyalty: An Exploratory Study。Journal of Business Logistics，27(2)，53-73。  new window
6.Boshoff, C.、Tait, M.(1996)。Quality perceptions in the financial services sector: the potential impact of internal marketing。The International Journal of Service Industry Management，17(5)，5-31。  new window
7.Choi, T.、Chu, R. K. S.(2000)。Levels of Satisfaction among Asian and Western Travelers。The International Journal of Quality and Reliability Management，17(2)，116-131。  new window
8.Crawford, S.、Getty, A.(1991)。An Investigation into the Determinates of Customer Satisfaction。Journal of Marketing Research，19，104-162。  new window
9.Greene, Walter E.、Walls, Gary D.、Schrest, Larry J.(1994)。Internal Marketing: The Key to External Marketing Success。Journal of Services Marketing，8(4)，5-13。  new window
10.Ha, M. S.(2003)。A Comparison of Service Quality at Major Container Ports: Implications for Korean Ports。Journal of Transport Geography，11(2)，131-137。  new window
11.Marshall, G. W.、Baker, J.、Finn, D. W.(1998)。Exploring internal customer service quality。Journal of Business and Industrial Marketing，13(4/5)，381-392。  new window
12.Rohini, R.、Mahadevappa, B.(2006)。Service quality in Bangalore hospitals--an empirical study。Journal of Services Research，6(1)，59-84。  new window
13.Seth, G.、Hossler, P.、Yee, J. C.、Hu, W. S.(2006)。Engineering cells for cell culture bioprocessing--Physiological fundamentals。Adv Biochem Eng Biotechnol，101，119-164。  new window
14.Ugboma C.、Ogwude, I. C.、Ugboma, O.、Nnadi, K.(2007)。Service Quality and Satisfaction Measurements in Nigerian Ports: An Exploration。Maritime Policy and Management，34(4)，331-346。  new window
15.Ugboma, C.、Ibe, C.、Ogwude, I. C.(2004)。Service Quality Measurements in Ports of a Developing Economy: Nigerian Port Survey。Managing Service Quality，14(6)，487-495。  new window
16.Oh, H.、Parks, S. C.(1997)。Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry。Hospitality Research Journal，20(3)，35-64。  new window
17.Hollenhorst, S.、Olson, D.、Fortney, R.(1992)。Use of Important-Performance Analysis to Evaluate State Park Cabins: The case of The West Virginia State Park System。Journal of Park and Recreation Administration，10(1)，1-11。  new window
18.Martilla, John A.、James, John C.(1997)。Importance-Performance Analysis。Journal of Marketing，41(1)，77-79。  new window
19.Sethna, Beheruz N.(1982)。Extensions and Testing of Importance-performance Analysis。Business Economic，17(4)，28-31。  new window
20.Rafiq, M.、Ahmed, P. K.(1993)。The scope of internal marketing: Definition the boundary between marketing and human resource management。Journal of Marketing Management，9(3)，219-232。  new window
21.Berry, L. L.、Zeithaml, V. A.、Parasuraman, A.(1990)。Quality Counts in Services, Too。Business Horizons，28(3)，44-53。  new window
22.Czaplewski, J. A.、Ferguson, J. M.、Milliman, J. F.(2001)。How internal Marketing Pilot Success。Marketing Management，10(3)，14-17。  new window
23.Berry, Leonard L.(1981)。The Employee as Customer。Journal of Retail Banking，3(3)，24-25。  new window
24.Zhang, H. Q.、Chow, I.(2004)。Application of importance-performance model in tour guides' performance: Evidence from mainland Chinese outbound visitors in Hong Kong。Tourism Management，25(1)，81-91。  new window
25.Marr, Jeffrey W.(1986)。Letting the customer be the judge of quality。Quality Progress，19(10)，46-49。  new window
26.Sampson, S. E.、Showalter, M. J.(1999)。The performance-importance response function: observations and implications。The Service Industries Journal，19(3)，1-25。  new window
27.Hallowell, R.、Schlesinger, L. A.、Zornitsky, J.(1996)。Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management。Human Resource Planning，19(2)，20-31。  new window
28.Schneider, B.、White, S. S.、Paul, M. C.(1998)。Linking service climate and customer perceptions of service quality: Tests of a causal model。Journal of Applied Psychology，83(2)，150-163。  new window
29.Enright, Michael J.、Newton, James(2004)。Tourism destination competitiveness: A quantitative approach。Tourism Management，25(6)，777-788。  new window
30.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
31.Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation，18(1)，25-38。  new window
32.Chapman, Randall G.(1993)。Brand performance comparatives。The Journal of Product & Brand Management，2(1)，42-50。  new window
33.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
34.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
35.Fisk, Raymond P.、Brown, Stephen W.、Binter, Mary Jo(1993)。Tracking the Evolution Marketing Literature。Journal of Retailing，69，61-103。  new window
36.Lai, E. M.、Kado, C. I.(1998)。Processed VirB2 is the major subunit of the promiscuous pilus of Agrobacterium tumefaciens。J Bacteriol，180，2711-2717。  new window
37.Martin, D.W.(1995)。An Importance-Performance Analysis of Service Providers' Perception of Quality Service in the Hotel Industry。Journal of Hospitality & Leisure Marketing，3(1)，5-17。  new window
38.Sureshchandar, G.S.、Chandrasekharan Rajendran、Anantharaman(2001)。A conceptual model for total quality management in service organisations。Total Quality Management，12(3)，343-363。  new window
39.Powers, J. M.、Cookson, P. W. Jr.(1999)。The politics of school choice research。Educational Policy，13(1)，104-122。  new window
40.Rivie`re, P.、Monrozier, R.、Rogeaux, M.、Page`s, J.、Saporta, G.(2006)。Adaptive Preference Target: Contribution of Kano’s Model of Satisfaction for an Optimized Preference Analysis Using a Sequential Consumer Test。Food Quality and Preference，17，572-581。  new window
會議論文
1.Gronroos, C.(1981)。Internal Marketing-An Integral Past of Marketing Theory236-238。  new window
2.Grönroos, C.(1982)。Internal Marketing-Theory and Practice。American Marketing Association Services Marketing Conference，41-47。  new window
研究報告
1.Lehtinen, Uolevi、Lehtinen, Jarmo R.(1982)。Service quality: A study of quality dimensions。Helsinki：Service Management Institute。  new window
圖書
1.Collins, B.、Payne, A.(1991)。Internal marketing: a new perspective for HRM。  new window
2.Ulrich, D.(1997)。Human resource champions: The next agenda for adding value to HR practice。Boston, MA：Harvard Business School Press。  new window
3.蕭富峰(1997)。內部行銷作為。台北：天下文化出版社。  延伸查詢new window
4.Robbins, Stephen P.、Decenzo, David A.(2001)。Fundamentals of Management。New Jersey：Prentice Hall。  new window
5.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
 
 
 
 
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