員工服務品質意識對顧客知覺服務品質之影響探討

Research on the Impact of Employee Service Quality Consciousness to Customer Perceived Service Quality

10.29999/QM.200805.0010

鄧維兆(Wei-Jaw Deng)；林芷郁(Chi-Yu Lin)；蔡志弘(Chih-Hung Tsai)；蔡世傑(Shih-Chieh Tsai)

品質月刊

44卷5期（2008 / 05 / 01）

36 - 44

繁體中文

1. Bitner, M.J.,B.H. Booms,M.S. Teteault(1990).The Service Encounter: Diagnosing Favorable and Unfavorable Incidents.Journal of Marketing,54,71-84.
2. Chenet, P.,Tynan, C.,Money, A.(1999).Service Performance Gap: Re-evaluation and Redevelopment.Journal of Business Research,46(2),133-147.
3. Cronin, J.J.,Taylor, S.A.(2003).Measuring Service Quality: A Reexamination and Extension.Journal of Marketing,56(3),55-68.
4. Fisk, R.P.,Brown S.W.,Bitner, M.J.(1993).Tracking the Evolution of the Services Marketing Literature.Journal of Retailing,69(1),61-103.
5. Garvin, David A.(1984).What Does `Product Quality` Really Mean?.Sloan Management Review,Fall,25-43.
6. Gronroos, C.(1982).An applied service marketing theory.European Journal of Marketing,16(7),30-41.
7. Gronroos, C.(1984).From Scientific Management to Service Management: A Management Perspective for the Age of Service Competition.International Journal of Service Industry Management,5,15-28.
8. Kaiser, H.F.(1974).An index of factorial simplicity.Psychometrika,39,31-36.
9. Oliver, R.L.(1981).Measurement and Evaluation of Satisfaction Processes in Retail Settings.Journal of Retailing,57(3),25-48.
10. Parasuraman, A.,V.A, Zeithaml,L.L. Berry(1988).ERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.Journal of Rwtailing,64(1),12-40.
11. Parasuraman, A.,Zeithaml, V.A.,Berry, L.L.(1985).A Conceptual Model of Service Quality and Its Implications for Future Research.Journal of Marketing,49(Fall),41-50.
12. Reeves, C.A.,Bednar, D.A.(1994).Defining Quality: Alternatives and Implications.Academy of Management Review,19(3),419-445.
13. Sasser, W.E.,R.P. Olsen,D.D Wyckoff(1987).Text and Cases.Boston:Allyn and Bacon, Management of Service Operations.
14. Stevens, P.,Knutson, B.,Patton, M.(1995).DINESERV: Measuring Service Quality In Quick Service, Casual/Theme, And Fine Dining Restaurants.Journal of Hospitality & Leisure Marketing,3(2),35-44.
15. Zeithaml, V.A.(1988).Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence.Journal of Marketing,52,4-17.
16. Zeithaml, V.A.,Parasuraman, A.,Berry, L.L.(1990).Delivering Quality Service: Balancing Customer Perceptions and Expectations.New York:Macmillan.
17. 李旭華(2003)。品質管理。台中市:滄海書局。
18. 翁崇雄(1997)。服務品質評量模式之比較研究。中山管理評論，8(1)，105-122。

1. 蔡明勳、陳凱俐、柯銳杰、林亞立(2012)。休閒農業文化體驗活動設計－以宜蘭縣新南休閒農業區為例。體驗教育學報，6，108-143。
2. 陳維寧、陳裕達、林保成、古芷婷(2008)。人力派遣公司核心能力與服務品質之關係探究。運籌與管理學刊，7(2)，25-37。
3. 陳欽雨、林怡靜、呂博裕(2015)。組織制服及專業證照對企業形象及工作效能之影響─以金融業為例。品質學報，22(2)，137-160。
4. 黃鉅勝、許順旺、張姮燕(2013)。國際觀光旅館主管領導行為、員工組織公民行為與服務品質之研究─以創新型文化為干擾變項。餐旅暨觀光，10(3)，157-178。
5. 李貽鴻、方彥博(2011)。台北市政府旅遊資訊服務與旅客滿意度關係之研究。運動休閒餐旅研究，6(3)，28-42。