English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113822/144841 (79%)
Visitors : 51803307      Online Users : 482
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/30856


    Title: 「服務品質」、「服務失誤」及「服務補救」對顧客滿意度之影響- 以工業電腦軟體服務為例
    The Influence of service quality, service failure and recovery on customer satisfaction-The case of IPC software service
    Authors: 陳孟莉
    Contributors: 祝鳳岡
    陳孟莉
    Keywords: 服務品質
    服務失誤
    服務補救
    顧客滿意度
    Date: 2008
    Issue Date: 2009-09-14
    Abstract: 工業電腦產業發展至今已經數十年了,為利基型產業,「硬體平台」ㄧ直是工業電腦廠商的主要營收來源,近年來因產業特質及獲利率高而受到矚目,吸引不少消費性電腦大廠相繼進入市場,競爭非常激烈。「軟體服務」為工業電腦產業新崛起之重要差異化策略,各大工業電腦業者對於軟體服務模式還在摸索階段,由於是新起的產業服務策略模式,目前對於工業電腦軟體服務在服務品質、服務失誤、服務補救對顧客滿意度所造成影響的研究幾乎沒有。本研究是由服務品質、服務失誤、服務補救各構面來探討與顧客滿意度之因果,透過因素分析探討軟體服務的重要服務品質要素、服務失誤類型與服務補救方式,並藉由迴歸分析來探討服務品質與服務失誤的關連性及服務失誤與服務補救的關聯。本研究是以工業電腦軟體服務之客戶為調查對象,發放問卷進行分析,並針對兩家國內主要工業電腦廠商進行深入訪談。研究結果發現:1.工業電腦軟體服務之服務品質與整體滿意度有顯著關係;2.工業電腦軟體服務失誤與整體滿意度有顯著關係,降低服務失誤可以提升整體滿意度。3.工業電腦軟體服務是可以透過服務補救來增加客戶滿意度; 4.工業電腦軟體服務在服務失誤發生時,可以透過服務補救來提升整體滿意度。
    中文摘要 Ⅰ
    英文摘要 Ⅱ
    誌  謝 Ⅲ
    目 錄 IV
    圖表索引 VII
    第一章 緒論 1
    第二章 文獻探討 7
    第三章 研究方法 32
    第四章 實證結果與討論 45
    第五章 結論與建議 66
    參考文獻 72
    附錄一 78
    附錄二 83
    Reference: ㄧ、中文部份
    1. 覃月珍,服務品質、服務失誤及服務補救對客戶滿意度影響之研究─以商用軟體客戶服務為例,成功大學管理學院碩士論文,2008。
    2. 莊維浩,服務品質、服務價值與顧客滿意度關係之研究─以百貨系統為例,東吳大學企業管理研究所碩士論文,1998。
    3. 陳鍈義,服務失誤、服務補救與消費者之滿意度及再購意願關係之實證研究─以3C產品之電腦產品為例,成功大學工業與資訊管理研究所碩士論文,2005。
    4. 廖森貴,服務失誤、服務補救、顧客滿意度與購意願之探討─以行動電話服務業為例,台北科技大學商業自動化與管理研究所碩士論文,2000。
    5. 李俊德,應用Embedded Linux系統開發產品關鍵因素之研究─以台灣工業電腦產業為例,成功大學工業與資訊管理研究所碩士論文,2005。
    6. 廖漢雄,工業用電腦主機板的快速客製化服務之研究─以研華科技為例,政治大學工業商學院碩士論文,2002。
    7. 鄭紹成,服務業服務失誤、挽回顧客與顧客反應之研究。未出版博士論文,中國文化大學國際企業管理研究所,1997。
    8. 賴其勛,消費者抱怨行為、抱怨後行為及其影響因素之研究,台灣大學商研所碩士論文,1996。
    9. 資策會編輯部,潘朵拉寶盒揭密-IPC產業發展現況與未來趨勢,MIC資訊市場情報中心,2006。
    10. 亞東投顧編輯部,悠遊於藍海的工業電腦產業,亞東投顧,2007。
    11. 資策會編輯部,新興電腦應用領域發展趨勢與潛在商機,MIC資訊市場情報中心,2006。
    12. W. Chan Kim and Renee Mauborgne,黃秀媛譯,藍海策略,天下文化,台北,2006。
    13. 張殿文,融入顧客情境,天下文化,台北,2007。
    14. 杉本辰夫著,盧淵源譯,事業、營業、服務的品質管制,中興管理顧問,台北,1986。
    15. 黃俊英、林義屏、董玉娟(1999),非營利組織顧客滿意度模式之研究-以台南捐血中心為例,亞太管理評論,第四卷,第三期,第323-339 頁。
    二、英文部分
    1. Albrecht, K. and R. Zemke (1985), Service America, Dow-Jones Irwin, Homewood, IL, p.129.
    2. Alexander (1960), R.A. Marketing Definition, American Marketing Association, Chicago, II.
    3. Amy, K. S., Ruth, N. B., & Janet, W. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36, pp. 356-372.
    4. Anderson E. W., C. Fornell and D. R. Lehmann (1994), “Customer Satisfacation, Market Share and Profitability: Findings from Sweden,” Journal of Marketing, Vol. 58, 53-66.
    5. Bitner, M. J., B. H. Booms, and M. S. Tetreault (1990), “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents.” Journal of Marketing, 54, No.1, pp.71-84.
    6. Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58(3), 95-106.
    7. Boshoff, C. (1997). "An Experimental Study of Service Recovery Options." International Journal of Service Industry Management 8(2): 110-130.
    8. Boshoff, C. (1999), “An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery.” Journal of Service Research, 1, No.3, pp.236-49.
    9. Cardozo, Richard M. (1965), “An Experimental Study of Consumer Effort, Expectation and Satisfaction”, Journal of Marketing Research, 24(August), 305-341
    10. Christo, B. (1996)“An Experimental Study of Service Recovery Options,” International Journal of Service Industry Management, 8, 110-130.
    11. Colgate, Mark and Melissa Norris(2001), “Developing A Comprehensive Picture of Service Failure,” International Journal of Service Industry Management, 12(3), pp.215-233.
    12. Conlon, D. E., and Murry, N. M.(1996), “Customer Perception of Corporate Responses to Product Complaints: The Role of Explanations,” Academy of Management Journal, 39(3), pp. 140-156.
    13. Cronroos, C. (1982), “An Applied Service Marketing Theory,” Journal of Marketing, Vol. 16, pp. 30-41.
    14. Firnstahl, T. W.(1987), “ My Employees are My Service Guarantees,” Harvard BusinessReview, 1989, 4-8.
    15. Fisk, R. P., Brown, S. W., & Bitner, M. J. (1995). Tracking the evolution of the service marketing literature. Journal of Retailing, 69 (1), pp.61-103.
    16. Folkes, V. S. (1984). Customer Reactions to Product failure: An Attribution Approach Journal of Consumer Research, 10(Mar), 398-409.
    17. Fornell, Claes and Birger Wernerfelt (1987), "Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis," Journal of Marketing Research, 24 (4), pp. 337-46.
    18. Goodman, R. J. (1989). The use of critical incident methodology applied to the development of waiter-waitress training programs. Joural of Business Research, 20(4), 132-141.
    19. Goodwin, C. and Ross, I. (1992) “Consumer Responses to Service Failures: Influence of Procedural and International Fairness Perception.” Journal of Business Research, Vol.25 (2), pp149-163.
    20. Gilly, M. C. (1987). Post complaint processes: From organizational response to repurchase behavior. Journal of Consumer Affairs, 21(2), 293-313.
    21. Greenberg, Jerald (1990). Organizational justice: Yesterday, today, and tomorrow. Journal of Management, 16(2), pp. 399-432.
    22. Gronroos, C. (1988), “Service quality: the six criteria of good perceived service quality,” Review of Business, 9(3), 10-13.
    23. Hart, C. W. L., Heskett, J. L., & Sasser, W. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), pp. 148-156.
    24. Hoffman, K. D., S. W. Kelley & H. M. Rotalsky (1995)Tracking Service Failures and Employee Recovery Efforts, Journal of Service Marketing, 9(2), pp.49-61.
    25. Johnston, T. C. and M. A. Hewa (1997), “Fixing Service Failures.” Industrial Marketing Management, 26, No.5, pp.467-73.
    26. Juran, J. M. (1986), “Universal Approach to Managing for Quality,” Quality Progress, 19-14.
    27. Kelley, S.W. and M. A. Davis(1994), “Antecedents to Customer Expectations for Service Recovery.” Journal of Academy of Marketing Service, 22, No.1, pp.52-61.
    28. Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), pp. 429-452.
    29. Keaveney, Susan M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study,” Journal of Marketing, Vol.59 (4), pp.71-82.
    30. Kotler, Philip (1996), “Marketing Management: Analysis, Planning, Implementation, and Control, 9th ed, Prentice-Hall Inc.
    31. Kotler, P. (1991), Market Management Analysis, Planning and Control, Prentice-Hall, Englewood Cliff, New Jersey.
    32. Lehtinet, U. and JR. Lehtinen (1982), “Service Quality: A Study of Quality Dimension: unpublished working paper, Service Management Institute, Helsinki Finland.
    33. Lewis, R. C. and B. H. Booms (1983), “The marketing aspects of service quality, in emerging perspectives on services marketing,” L. Berry, G. Shostack, and G. Upah, eds., Chicago: American Marketing, pp.99-107.
    34. Parasuraman, A., V. A. Zeithaml and L. L. Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall), pp. 41-50.
    35. Parasurmal, A., V.A. Zeithaml, and L.L. Berry (1988), “SERVQUAL: A Multiple-item Scale for Measuring Customer Perceptions of Service Quality,” Journal of Retailing, Vol.64, pp.12-40.
    36. Parasuraman, A., Valarie A. Zeithaml, &Leonard L. Berry (1993) “The Nature and Determinants of Customer Expectations of Service.” Journal of the Academy of Marketing Science, Vol.21
    37. Regan, W.J., “The Service Revoluation,“ Journal of Marketing, 1963, 57-62.
    38. Stewart, H., C. Hope and A. Muhlemann (1998), “Professional service quality,” Journal of Retailing and Consumer services, 5(4), pp. 209-222.
    39. Zaire, M. (2000), “Managing, customer dissatisfaction through effective complaints management systems,” The TQM Magazine, 12(5), 331-335.
    40. Zeithaml, V.A. (1988), “Consumer Perceptions of Price and Value: A Means-End Model & Synthesis of Evidence,” Journal of Marketing,Vol.53, July, pp.2-22.
    41. Zimmerman, C.D. (1985), “Quality: Key to Service Productivity”, Quality Progress, June, pp.32-35.
    Description: 碩士
    國立政治大學
    管理碩士學程(AMBA)
    95932328
    97
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0095932328
    Data Type: thesis
    Appears in Collections:[管理碩士學程/商管專業學院碩士學位學程 AMBA] 學位論文

    Files in This Item:

    File SizeFormat
    index.html0KbHTML2597View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback