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E88068
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服務品質分類與衡量之探討
A Study on Service Quality Classification and Measurement
1.林能白
1.Neng-pai Lin
1.國立臺灣大學工商管理學系
1.Department. of Business Administration, National Taiwan University
001,002,003,004
1.國立臺灣大學工商管理學系
1.Department. of Business Administration, National Taiwan University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):1998-08-01
A.14 計畫執行期間(訖):1999-07-31
A.16 收到日期:1999-08-14
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16種不同服務特性之服務業

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C.2 聯絡日期:1999-08-20
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1.國立臺灣大學工商管理學系
1.Department. of Business Administration, National Taiwan University
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C.7 資料公開日期:2001-08-01
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1.服務品質
2.需求理論
1.Service Quality
2.Theory of Needs
現 階段服務行銷領域中有關服務品質構面與內涵的研究中,甚少學者是根據「需求理論」的理論觀點,來導出顧客所想要的服務品質內涵。有鑑於此,本研究認為要瞭 解顧客心目中所關切的服務品質,可從Maslow需求理論方面來著手,並根據各需求的內涵,來提供滿足顧客多層次需求所對應的服務品質。

A literature review has indicated that a majority of scholars tend to define quality as “satisfying customers’ needs”. That is, the so-called excellent service quality provided by a company must meet customers’ needs. The present study attempts to develop a new service quality instrument called SQ-NEED from Maslow’s theory of needs. The results from empirical analysis suggest that the SQ-NEED not only has a theoretical sound, but also possesses a reasonable reliability and validity.

D.16 完成檢誤日期:2001-02-23
D.17 預定釋出日期:2001-08-01
D.18 初次釋出日期:2001-08-01
D.19_1 最新版釋出日期:2001-08-01
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10.6141/TW-SRDA-E88068-1
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