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題名:服務行銷領域顧客滿意模式及服務品質模式之比較研究
書刊名:輔仁管理評論
作者:何雍慶 引用關係蘇雲華 引用關係
出版日期:1995
卷期:2:2
頁次:頁37-64
主題關鍵詞:服務行銷顧客滿意服務品質模式衡量方法比較研究Service marketingCustomer satisfactionService qualityModelEvaluation methodComparative research
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(25) 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:25
  • 共同引用共同引用:0
  • 點閱點閱:143
     顧客滿意模式與服務口質模式是服務行銷領域中非常重要的理論模式二者均為今服務行銷領域中據以判斷好壞的主要依據。由於二模式有傳承之處,因此機某種角度言二者有某種程度的混淆或重疊之處。為釐清上述因混淆或重疊帶來的模糊作用,本研究試客滿意與服務品質二模式的發展過程及理論內涵,分析其異同,同時也提出顧客滿意與服務品質的新定義、相關關係及衡量方法等看法,冀望能使學習者對二通式的分野、內涵及未來可能發展有更清楚的了解。
     The customer satisfaction model and service quality model are the two important theoretical viewpoints of service marketing. Both are engaging in determining the superiority of service encounting. This study tries to distinguish the differences between the two models and defind customer satisfaction and service quality newly. This paper also offers a new service evaluation method to try to devote some positive contributions to the future development of service marketing.
期刊論文
1.Bolton, Ruth N.、Drew, James H.(1991)。A Multistage Model of Customer Assessments of Service Quality and Value。Journal of Consumer Research,17,375-384。  new window
2.Bowen, J. William、Hedges, Robert B.(1993)。Increasing Service Quality in Retail Banking。Journal of Retail Banking,15(3),21-28。  new window
3.Clow, Kenneth E.、Vorhies, Douglas W.(1993)。Building a Competitive Advantage for Service Firms: Measurement of Consumer Expectations of Service Quality。Journal of Services Marketing,7,22-32。  new window
4.Prakash, Ved(1984)。Validity and Reliability of the Confirmation of Expectation Paradigm as a Determinant of Consumer Satisfaction。Journal of the Academy of Marketing Science,12,63-76。  new window
5.Roth, Martin S.、Amoroso, William P.(1993)。Linking Competencies to Customer Needs: Strategic Marketing of Health Care Services。Journal of Health Care Marketing,13,49-54。  new window
6.Teas, R. Kenneth(1993)。Expectation, Performance Evaluation, and Consumers' Perceptions of Quality。Journal of Marketing,57,18-34。  new window
7.Wilton, Peter C.、Nicosia, M.(1986)。Emerging Paradigms for the Study of Consumer Satisfaction。European Research,14(1),4-11。  new window
8.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1988)。A Multiple-item Scale for Measuring Consumer Perceptions of Service qualityng。Journal of Retailing,64,12-40。  new window
9.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Five Imperatives for Improving Service Quality。Sloan Management Review,31,29-38。  new window
10.Berry, Leonard L.、Parasuraman, A.(1993)。Building a new academic field: The case of services marketing。Journal of Retailing,69(1),13-60。  new window
11.Bolton, Ruth N.、Drew, James H.(1991)。A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes。Journal of Marketing,55(1),1-9。  new window
12.Hopkins, S. A.、Strasser, S.、Hopkins, W. E.、Foster, J. R.(1993)。Service Quality Gaps in the Transportation Industry: An Empirical Investigation。Journal of Business Logistics,14(1),145-161。  new window
13.Oliver, Richard L.(1981)。Measurement and Evaluation of Satisfaction Process in Retail Setting。Journal of Retailing,57(3),25-48。  new window
14.Swan, John E.、Combs, Linda Jones(1976)。Product Performance and Consumer-Satisfaction-a New Concept。Journal of Marketing,40(2),25-30。  new window
15.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1988)。Problem and Strategies in Service Marketing。Journal of Marketing,49,33-46。  new window
16.Bitner, Mary Jo(1990)。Evaluating service encounters: The effect of physical surroundings and employee responses。Journal of Marketing,54(2),69-82。  new window
17.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research,25(2),204-212。  new window
18.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。  new window
19.Regan, William J.(1963)。The Service Revolution。Journal of Marketing,27(3),57-62。  new window
20.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research,14(4),495-507。  new window
21.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
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.Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing,56(2),57-71。  new window
24.Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing,69(1),61-103。  new window
25.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
26.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
27.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。  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
學位論文
1.McDowell, Ward L.(1953)。The Marketing of Consumer Services(博士論文)。University of Iowa。  new window
圖書
1.Gronroos, C.(1983)。Strategic Management and Marketing in Service Sector。Christian, MA:Marketing Science Institute。  new window
圖書論文
1.Schneider, Benjamin、Bowen, David E.(1984)。New services design, development and implementation and the employee。Developing new services。  new window
2.Miller, John A.(1977)。Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurement。Conceptualizations and Measurement of Consumer Satisfaction and Dissatisfaction。Bloomington, IN:School of Business, Indiana University。  new window
3.Swan, J. E.(1983)。Consumer Satisfaction Research and Theory: Current Status and Future Directions。International Fare in Consumer Satisfaction and Complaining Behavior。Bloomington:School of Business, Indiana University。  new window
 
 
 
 
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