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題名：服務品質與顧客滿意評量模式之比較研究
書刊名：輔仁管理評論
作者：周泰華 引用關係／黃俊英／郭德賓 引用關係
作者(外文)：Chow, Tai-hwa／Huang, Jun-ying／Kuo, Te-ping
出版日期：1999
卷期：6:1
頁次：頁37-67
主題關鍵詞：服務品質；顧客滿意；Service quality；Customer is satisfication
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(24) 博士論文(9) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:24
  • 共同引用共同引用:138
  • 點閱點閱:49
　　　　　在行銷文獻中，「服務品質」與「顧客滿意」是兩個非常近似的觀念，其基本概 念都源自「期望－失驗模式」，二者之間存在相當大的重疊性，導致二者在觀念上的混淆。 因此，本文從行銷相關文獻的回顧，追溯「服務品質」與「顧客滿意」的形成與演進過程， 比較二者之間的差異性，釐清二者之間的因果關係，並且彙整不同學者的觀點，提出一個整 合性的「服務業顧客滿意評量觀念化模式」。 In marketing literatures, service quality and customer is satisfaction are very similar concepts, the basic concepts of them are both came from "Expectation-Disconfirmation Model", most of them are overlaped and con- founding. In this study, the authors investigate the formative and evolving process of service quality and customer satisfaction from a literature review, analyse the discrepancy and causality of them, synthesize many scholars' viewpoints to develop an integrative service industrial customer satisfaction measurement conceptual.
　　　　　In marketing literatures, service quality and customer is satisfaction are very similar concepts, the basic concepts of them are both came from "Expectation-Disconfirmation Model", most of them are overlaped and con- founding. In this study, the authors investigate the formative and evolving process of service quality and customer satisfaction from a literature review, analyse the discrepancy and causality of them, synthesize many scholars' viewpoints to develop an integrative service industrial customer satisfaction measurement conceptual.
期刊論文
1.Dabholkar, Pratibha A.(1995)。A Contingency Framework for Predicting Causality Between Customer Satisfaction and Service Quality。Advances in Consumer Research，22(1)，101-108。  new window
2.Brown, Tom J.、Churchill, Gilbert A. Jr.、Peter, J. Paul(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。  new window
3.Cooper, Ann R.、Cooper, M. Bixby、Duhan, Dale F.(1989)。Measurement Instrument Development Using Two Competing Concepts of Customer Satisfaction。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，2，28-35。  new window
4.Hirschman, Elizabeth C.、Holbrook, Morris B.(1982)。Hedonic Consumption: Emerging Concepts, Methods and Proposition。Journal of Marketing，46(3)，92-101。  new window
5.Lapierre, Joz'ee、Filiatrault, Pierre、Perrien, Jean(1996)。Research on Service Quality Evaluation: Evolution and Methodological Issues。Journal of Retailing and Consumer Service，3(2)，91-98。  new window
6.Westbrook, R. A.(1981)。An Exploratory Study of Nonproduct-related Influences Upon Consumer Satisfaction。Advance in Consumer Research，7(4)，577-581。  new window
7.Oliver, Richard L.(1993)。A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goal, Different Concepts。Advances in Service Marketing and Management，2，65-86。  new window
8.Anderson, Rolph E.(1973)。Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance。Journal of Marketing Research，10(1)，38-44。  new window
9.Cohen, J. B.、Martin, F.、Ahtola, O. T.(1972)。The Nature and Uses of Expectancy-Value Model in Consumer Attitude Research。Journal of Marketing Research，9(4)，456-460。  new window
10.Fishbein, M.(1963)。An Investigation of the Relations between Beliefs about an Object and the Attitude toward that Object。Human Relations，16(2)，233-239。  new window
11.Hauser, J. R.、Shugan, Steven M.(1983)。Defensive Marketing Strategies。Marketing Science，2，319-360。  new window
12.Hausknecht, D. R.(1990)。Measurement scales in consumer satisfaction/dissatisfaction。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，3(1)，1-11。  new window
13.McConnell, J. D.(1968)。Effect of Pricing on Perception of Product Quality。Journal of Applied Psychology，52(4)，331-334。  new window
14.Oliver, R. L.(1993)。Cognitive, affective, and attribute base of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
15.Westbrook, R. A.(1980)。An Exploratory Study of Nonproduct-related Influences Upon Consumer Satisfaction。Advance in Consumer Research，7(1)，577-581。  new window
16.Spreng, R. A.、Mackoy, R. D.(1996)。An empirical examination of a model perceived service quality and satisfaction。Journal of Retailing，72(2)，201-214。  new window
17.Olshavsky, Richard W.、Miller, John A.(1972)。Consumer Expectations, Product Performance, and Perceived Product Quality。Journal of Marketing Research，9(1)，19-21。  new window
18.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgements。Journal of Consumer Research，14(4)，495-507。  new window
19.唐麗英、胡安華(19960600)。滿意度模式建立與滿意構面確認之研究。交大管理學報，16(1)，55-74。new window  延伸查詢new window
20.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
21.Cadotte, Ernest R.、Woodruff, Robert B.、Jenkins, Roger L.(1987)。Expectations and Norms in Models of Consumer Satisfaction。Journal of Marketing Research，24(3)，305-314。  new window
22.Lovelock, C. H.、Young, R. F.(1979)。Look to consumers to increase productivity。Harvard Business Review，57(3)，168-178。  new window
23.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research。Journal of Marketing，58(1)，111-124。  new window
24.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
25.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research，25(2)，204-212。  new window
26.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing，60(4)，7-18。  new window
27.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
28.Ostrom, Amy、Iacobucci, Dawn(1995)。Consumer Trade-Offs and the Evaluation of Services。Journal of Marketing，59(1)，17-28。  new window
29.Weiner, Bernard(1985)。An Attributional Theory of Achievement Motivation and Emotion。Psychological Review，92(4)，548-573。  new window
30.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
31.Huppertz, John W.、Arenson, Sidney J.、Evans, Richard H.(1978)。An Application of Equity Theory to Buyer-Seller Exchange Situations。Journal of Marketing Research，15(2)，250-260。  new window
32.Oliver, Richard L.(1981)。Measurement and Evaluation of Satisfaction Processes in Retailing Setting。Journal of Retailing，57(3)，25-48。  new window
33.Mazis, Michael B.、Ahtola, Olli T.、Klippel, R. Eugene(1975)。A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes。Journal of Consumer Research，2(1)，38-52。  new window
34.Woodruff, Robert B.、Cadotte, Ernest R.、Jenkins, Roger L.(1983)。Modeling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research，20(3)，296-304。  new window
35.Mano, Haim、Oliver, Richard L.(1993)。Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction。Journal of Consumer Research，20(3)，451-466。  new window
36.何雍慶、蘇雲華(19950700)。服務行銷領域顧客滿意模式及服務品質模式之比較研究。輔仁管理評論，2(2)，37-64。new window  延伸查詢new window
37.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review，61(5)，64-75。  new window
38.Brown, Stephen W.、Swartz, Teresa A.(1989)。A GAP analysis of professional service quality。Journal of Marketing，53(2)，92-98。  new window
39.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
40.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
41.Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing，47(1)，68-78。  new window
42.Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review，71(2)，64-73。  new window
43.Holbrook, Morris B.、Hirschman, Elizabeth C.(1982)。The Experiential Aspects of Consumption: Consumer Fantasies, Feeling, and Fun。Journal of Consumer Research，9(2)，132-140。  new window
44.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
45.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
46.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
47.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
48.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
49.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
50.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
51.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
52.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
會議論文
1.Swan, John E.、Trawick, I. Fredrick(1980)。Inferred and Perceived Disconfirmation in Consumer Satisfaction。The AMA Educators' Conference。Chicago。97-101。  new window
學位論文
1.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
2.翁崇雄(1993)。評量服務品質與服務價值之研究：以銀行業為實證對象(博士論文)。國立臺灣大學，臺北市。new window  延伸查詢new window
圖書
1.National Quality Research Center(1994)。American Customer Satisfaction Index。National Quality Research Center, School of Business Adminstration University of Michigan。  new window
2.Engel, James F.、Kollat, David T.、Blackwell, Roger D.(1973)。Consumer behavior。New York：Holt, Rinehart and Winston。  new window
3.Kotler, Philip、Ang, Swee Hoon、Leong, Siew Meng、Tan, Chin Tiong(1996)。Marketing Management: An Asian Perspective。Prentice Hall。  new window
4.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。  new window
5.Zeithaml, Valarie A.、Bitner, Mary Jo(1996)。Service Marketing。New York：McGraw-Hill。  new window
6.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
7.Festinger, Leon(1957)。A Theory of Cognitive Dissonance。Stanford University Press。  new window
圖書論文
1.Latour, Stephen A.、Peat, Nancy C.(1979)。Conceptual and Methodological Issues in Consumer Satisfaction Research。Advances in Consumer Research。Association for Consumer Research。  new window
2.Oliver, Richard L.(1979)。Product Satisfaction as a Function of Prior Expectation and Subsequent Disconfirmation: New Evidence。New dimension of consumer satisfaction and complaining behavior。Bloomington：Indiana University Press。  new window
3.Day, Ralph L.(1980)。Research Perspectives on Consumer Complaining Behavior。Theoretical Developments in Marketing。Chicago：American Marketing Association。  new window
4.Olshavsky, Richard W.(1985)。Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective。Perceived Quality: How Consumers View Stores and Merchandise。Lexington Books。  new window
5.Yi, Youjae(1993)。The Determinants of Consumer Satisfaction: The Moderating Role of Ambiguity。Advance in Consumer Research。Provo, Utah：Association for Consumer Research。  new window
6.Fisk, Raymond P.、Coney, Kenneth A.(1982)。Postchoice Evaluation: An Equity Theory Analysis of Consumer Satisfaction / Dissatisfaction with Service Choices。Conceptual and Empirical Contributions to Consumer Satisfacvion and Complaining Behavior。Bloomington, IN：Indiana University School of Business。  new window
7.Oliver, Richard L.(1977)。A Theoretical Reinterpretation of Expectation and Disconfirmation Effects on Posterior Product Evaluation: Experiences in the Field。Consumer Satisfaction, Dissatisfaction and Complaining Behavior。Bloomington：Indiana University。  new window
8.Weiner, Bernard、Russell, Dan、Lerman, David(1985)。Affective Consequences of Causal Ascriptions。New Directions in Attribution Research。Hillsdale, NJ：Lawrence Erlbaum。  new window
9.Swan, John E.、Mercer, Alice Atkins(1982)。Consumer Satisfaction as a Function of Equity and Disconfirmation。Conceptual and Empirical Contributions to Consumer Satisfaction and Complaining Behavior。Bloomington, IN：Indiana University School of Business。  new window
10.Olson, Jerry C.、Dover, Philip(1976)。Effects of Expectations, Product Performance, and Disconfirmation on Belief Elements of Cognitive Structures。Advances in Consumer Research。Association for Consumer Research。  new window
11.Miller, John A.(1977)。Exploring satisfaction, modifying models, eliciting expectations, posing problems and making meaningful measurements。Conceptualization and measurement of consumer satisfaction and dissatisfaction。Marketing Science Institute。  new window
12.Olson, Jerry C.(1977)。Price as an Information Cue: Effects on Product Evaluation。Consumer and Industrial Buying Behavior。New York, NY：North Holland Publishing Company。  new window
13.Hempel, D. J.(1977)。Consumer satisfaction with the home buying process: Conceptualization and measurement。The conceptualization of consumer satisfaction and dissatisfaction。Cambridge, Mass：Marketing Science Institute。  new window
 
 
 
 
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