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題名:服務品質管理預警系統之建構與應用:以臺北松山機場為例
書刊名:北商學報
作者:陳正雄林淑萍 引用關係詹雅慧
作者(外文):Chen, Jeng-shyongLin, Shu-pingChan, Ya-hui
出版日期:2012
卷期:22
頁次:頁31-50
主題關鍵詞:機場服務缺失服務品質預警模式重要-績效分析法AirportService failureService quality warning modelSQWMImportance-performance analysisIPA
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:0
  • 點閱點閱:38
期刊論文
1.Matzler, K.、Sauerwein, E. M.(2002)。The Factor Structure of Customer Satisfaction: An Empirical of the Importance Grid and Penalty-reward-contrast Analysis。International Journal of Service Industry Management,13(3/4),314-332。  new window
2.Chen, F. Y.、Chang, Y. H.(2005)。Examining Airline Service Quality from A Process Perspective。Journal of Air Transport Management,11(2),79-87。  new window
3.Arbore, A.、Busacca, B.(2009)。Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances。Journal of Retailing and Consumer Services,16(4),271-280。  new window
4.Wong, C. Y.、Karia, N.(2009)。“Explaining the Competitive Advantage of Logistics Service Providers: A Resource-based View Approach”。International Journal of Production Economics,pp. 1-17。  new window
5.Rohini, R.、Mahadevappa, B.(2006)。Service quality in Bangalore hospitals--an empirical study。Journal of Services Research,6(1),59-84。  new window
6.Lai, F.、Li, D.、Wang, Q.、Zhao, X.(2008)。The information technology capability of third-party logistics providers: a resource-based view and empirical evidence from china。Journal of Supply Chain Management,44(3),22-39。  new window
7.Löfgren, Martin、Witell, Lars(2008)。Two decades of using Kano's theory of attractive quality: A literature review。The Quality Management Journal,15(1),59-75。  new window
8.Martilla, John A.、James, John C.(1997)。Importance-Performance Analysis。Journal of Marketing,41(1),77-79。  new window
9.Chang, Y.-H.、Yeh, C.-H.(2002)。A Survey Analysis of Service Quality for Domestic Airlines。European Journal of Operational Research,139(1),166-177。  new window
10.Pakdil, F.、Aydin, O.(2007)。Expectations and Perceptions in Airline Services : An Analysis Using Weighted SERVQUAL Scores。Journal of Air Transport Management,13(4),229-237。  new window
11.Park, J. W.、Robertson, R.、Wu, C. L.(2004)。The Effect of Airline Service Quality on Passengers' Behavioural Intentions: A Korean Case Study。Journal of Air Transport Management,10(6),435-439。  new window
12.Adler, N.、Berechman, J.(2001)。Measuring Airport Quality from The Airlines' Viewpoint: An Application of Data Envelopment Analysis。Transport Policy,8(3),171-181。  new window
13.Anderson, E. W.、Mittal, V.(2000)。Strengthening the satisfaction-profit chain。Journal of Service Research,3(2),107-120。  new window
14.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。  new window
15.Deng, Wei-jaw(2007)。Using a revised importance-performance analysis approach: The case of Taiwanese hot springs tourism。Tourism Management,28(5),1274-1284。  new window
16.Matzler, Kurt、Bailom, Franz、Hinterhuber, Hans H.、Renzl, Birgit、Pichler, Johann(2004)。The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis。Industrial Marketing Management,33(4),271-277。  new window
17.Matzler, Kurt、Sauerwein, Elmar、Heischmidt, Kenneth A.(2003)。Importance-performance Analysis Revisited: The Role of the Factor Structure of Customer Satisfaction。The Service Industries Journal,23(2),112-129。  new window
18.Tontini, G.、Silveira, A.(2007)。Identification of satisfaction attributes using competitive analysis of the improvement gap。International Journal of Operations and Production Management,27(5),482-500。  new window
19.Eisenhardt, Kathleen M.、Martin, Jeffrey A.(2000)。Dynamic Capabilities: What Are They?。Strategic Management Journal,21(10/11),1105-1121。  new window
20.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。  new window
21.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。  new window
22.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
23.狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質,14(2),147-156。  延伸查詢new window
24.Barrors, A.G.、Somasundaraswaran, A.K.、Wirasinghe, S.C.(2007)。Evaluation of Level of Service for Transfer Passengers at Airport。Journal of Air Transport Management,13(5),293-298。  new window
25.Brandt, D. R.(1988)。How Service Marketers Can Identify Value-Enhancing Service。The Journal of Services Marketing,2(3),35-41。  new window
26.Chen, H-L.(2002)。Benchmarking and Quality Improvement: A Quality Benchmarking Deployment Approach。International Journal of Quality & Reliability Management,19(6/7),757-773。  new window
27.Fodness, D.、Murray, B.(2007)。Passengers' Expectations of Airport Service Quality。Journal of Services Marketing,21(7),492-506。  new window
28.Lee, Y. C.、Chen, J. K.(2009)。A New Service Development Integrated Model。The Service Industries Journal,29(12),1669-1686。  new window
29.Lin, S.-R、Yang, C.-L.、Ghan, Y.-H.、Sheu, Chwen(2010)。Refining Kano's quality Attributes - Satisfaction' Model: A Moderated Regression Approach。International Journal of Production Economics,126,255-263。  new window
30.Mukherjee, A.、Nath, P.(2005)。An Empirical Assessment of Comparative Approaches to Service Quality Measurement。The Journal of Services Marketing,19(3),174-184。  new window
31.Rhoades, D.L., Jr. Waguespack, B.、Young, S.(2000)。Developing A Quality Index for US Airports。Managing Service Quality,10(4),257。  new window
32.Rong, J.、Li, G.、Law, R.(2009)。A Contrast Analysis of Online Hotel Web Service Purchasers and Browsers。International Journal of Hospitality Management,28(3),466-478。  new window
33.Shahin, A.、Zairi, M.(2009)。Kano Model: A Dynamic Approach for Classifying and Prioritising Requirements of Airline Travellers with Three Case Studies on International Airlines。Total Quality Management & Business Excellence,20(9),1003-1028。  new window
34.Tam, M. L.、Lam, W. H. K.(2004)。Determination of Service Levels for Passenger Orientation in Hong Kong International Airport。Journal of Air Transport Management,10(3),181-189。  new window
35.Yeh, C.-H.、Kuo, Y.-L.(2003)。Evaluating Passenger Services of Asia-Pacific International Airports。Transportation Research Part E,39,35-48。  new window
會議論文
1.Lin, S.-P.、Chen, L.-F.、Chan, Y.-H.(2009)。What is the valuable service quality gap for improving customer satisfaction?。Xiamen, China。  new window
圖書
1.Deming, W. E.(1986)。Out of the crisis, quality, productivity, and competitive position。Cambridge, MA:Cambridge University press。  new window
2.Nunnally, J.C.(1978)。Psychonometric Theory。New York。  new window
 
 
 
 
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