参考文献
|
-
A. Parasuraman,V. A. Zeithaml,L. L. Berry(1985).A Conceptual Model of Service Quality and Its Implications for Future Research.Journal of Marketing,49,41-50.
-
A. Parasuraman,V. A. Zeithaml,L. L. Berry(1988).SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.Journal of Retailing,64(1),12-40.
-
G. Philip,Shirley-Ann Hazlett(1997).The Measurement of Service Quality: A New P-C-P Attributes Model.International Journal of Quality & Reliability Management,14(3),260-286.
-
J. J. Cronin,S. A. Taylor(1992).Measuring Service Quality: A Reexamination and Extension.Journal of Marketing,56,55-68.
-
R. S. Kaplan,D. P. Norton(1996).Translating Strategy into Action-The Balanced Scorecard.Boston, Massachusetts:Harvard Business School Press.
-
T. J. Brown,G. A. Churchill,J. P. Peter(1993).Research Note: Improving the Measurement of Service Quality.Journal of Retailing,69(1),127-139.
-
黃勇富合著(2000)。大學服務品質之實證研究-以朝陽科技大學企管系爲例。我國品質學會品質管制月刊,6月號,61-70。
-
黃清標著(2003)。服務業品質管理系統。台華工商出版公司。
-
楊錦洲編著(2002)。服務業品質管理。品質學會。
-
衛南陽著(1997)。顧客滿意學。
|