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題名:神秘客稽核調查與服務品質提升之研究
書刊名:創新研發學刊
作者:廖家宏
作者(外文):Liao, Chia-hung
出版日期:2017
卷期:13:1
頁次:頁29-41
主題關鍵詞:神秘客服務品質PZB服務品質模式Mystery shopperService qualityPZB service quality mode
原始連結:連回原系統網址new window
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  • 點閱點閱:7
期刊論文
1.Anderson, Elizabeth(1995)。High Tech V. High Touch: A case Study of TQM Implementation in Higher Education。Managing Service Quality,5(2),48-57。  new window
2.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1990)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。  new window
3.Finn, A.、Kayande, U.(1999)。Unmasking a phantom: a psychometric assessment of mystery shopping。Journal of Retailing,75(2),22195-22217。  new window
4.王一芝(2004)。神秘客打分數六大服務業態半數不及格。遠見雜誌,221,166-177。  延伸查詢new window
5.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
6.Parasuraman, Arun、Berry, Leonard L.、Zeithaml, Valarie A.(1991)。Understanding Customer Expectations of Service。MIT Sloan Management Review,32(3),39-48。  new window
7.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
8.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
9.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。  new window
10.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
11.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
 
 
 
 
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