题名

個人資本對知覺服務品質之影響

并列篇名

The Influences of Individual's Capitals on Perceived Service Quality

DOI

10.6736/JPSR.201305_10(1).0003

作者

吳孟玲(Meng-Ling Wu)；陳軍甫(Chun-Fu Chen)

关键词

社會資本 ； 財務資本 ； 人力資本 ； 服務品質 ； Social Capital ； Financial Capital ； Human Capital ； Service Quality

期刊名称

績效與策略研究

卷期/出版年月

10卷1期（2013 / 05 / 01）

页次

51 - 71

内容语文

繁體中文
中文摘要

本研究主要是探討社會資本、財務資本、及人力資本對知覺服務品質的影響，並且以545份樣本進行迴歸分析，主要之研究發現共有三點：（1）社會資本與知覺服務品質之關係、為正向，亦即，社會資本愈高者，知覺的服務品質會愈好。（2）財務資本對服務過程之溝通性及反應性具有顯著的正向影響。（3）人力資本的教育構面對知覺服務品質具有顯著的負向影響。最後，亦提出本研究之意涵及未來研究方向的建議。
英文摘要

This study aims to examine the effects of social capital, financial capital, and human capital on perceived service quality. Data from the 545 questionnaires were analyzed by regression. There are three major findings (1)The relationship between social capital and perceived service quality is positive. (2)The effects of financial capital on communication and responsiveness of the service procedure are positive. (3) The educational dimension of human capital has a negative impact on perceived service quality. Implications of the current study and directions for future research are discussed.
主题分类 社會科學 > 管理學
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