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題 名 | 服務品質與顧客滿意評量模式之比較研究=A Comparative Study of Service Quality and Customer's Satisfaction Measurement Model |
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作 者 | 周泰華; 黃俊英; 郭德賓; | 書刊名 | 輔仁管理評論 |
卷 期 | 6:1 1999.03[民88.03] |
頁 次 | 頁37-67 |
分類號 | 496.7 |
關鍵詞 | 服務品質; 顧客滿意; Service quality; Customer is satisfication; |
語 文 | 中文(Chinese) |
中文摘要 | 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. |
英文摘要 | 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. |
本系統中英文摘要資訊取自各篇刊載內容。