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題名 以關鍵成功因素探討服務傳送系統之內涵
A Study of Content of Service Delivery System Based on Key Success Factor Theory
作者 何明城
Her, Ming Cherng
貢獻者 賴士葆
Lai, Shyh Bao
何明城
Her, Ming Cherng
關鍵詞 服務業
關鍵成功因素
服務傳送系統
服務品質
前場
服務接觸點
Service Industry
Key Success Factor
Service Delivery System
日期 1994
1993
上傳時間 29-Apr-2016 15:15:43 (UTC+8)
摘要 　　民國77年，服務業佔GDP 之49.3％，佔三級產業之首。而78年，前三
參考文獻 01. 江宏志：「服務行銷問題與策略之研究」，中原大學企研所未出版碩士論文，民74年。
02. 林英峰，「服務業的產能策略」，現代管理月刊，民76年11月，頁64-67。
03. 林英峰，「服務業的作業系統之設計」，服務業管理學術論文研討會論文，台北：中華民國管理科學學會，民76年10月。
04.林英峰，「現代生產與作業管理」，台北：管拓文化事業公 司，民79年。
05. 林山豐，「服務業服務品質之研究－以台北市之本國銀行、外來速食業及百貨業為例」，淡江管科所未出版碩士論文，民78年。
06. 金聖輝，「服務的知覺風險與資訊蒐策略間關係之研究」，中原企研所未出版碩士論文，民81年。
07. 林淑珍，「旅館業作業管理與服務品質之實證研究」，文化企研所未出版碩士論文，民80年。
08. 林建山，「現代服務業行銷學」，台北：環球經濟社，民81年。司徒達賢，「服務業四大管理特性」，卓越，民75年10月，頁154
09. 洪千惠，「證券經紀商業服務品質之實證研究」，政大企研所未出版碩士論文，民78年。
10. 吳思華，「產業政策與企業策略」，台北：中國經濟企業研究所，民77年。
11. 吳岳峰，「廣告業作業管理與服務品質之實證研究」，文化企研所未出版碩士論文，民80年。
12. 吳宏韋，「台北地區連鎖店服務品質之實證研究」，工技工管所未出版碩士論文，民79年。
13. 許士軍，「管理學」，東華，民75年。
14. 呂憲桐，「房屋仲介服務品質之實證研究」，政大企研所未出版碩士論文，民79年。
15. 陳晏如，「銀行業服務品質之實證研究」，政大企研所未出版碩士論文，民77年。
16. 陳淑惠，「速食業服務品質之實證研究」，政大企研所未出版碩士論文，民77年。
17. 賴東明，「廣告物品與廣告人品味」，動腦雜誌，民80年6月，頁25-27。
18. 賴士葆，「生產／作業管理」，台北：華泰書局，民80年。
19. 劉水深，「定價應有的幾個觀念」，突破雜誌，民76年8月,頁97。
20. 劉丁芳，「便利商店服務品質之實證研究」，政大企研所未出版碩士論文，民80年
21. 劉常勇，「服務品質的觀念模式」，台北市銀月刊，民80年9月,頁2-16。
22. 鄭淑芳譯，「服務品質十大迷障」，戰略生產力，民79年7月，頁69-74。
23. 魏正元，「服務核心、服務傳送系統與績效關係之研究－以台北市服飾零售業為實証對象」政大企管所未出版博士論文，民82年。
24. 魏啟林，「掌握服務業行銷的優勢策略」，突破雜誌，民76年10月，頁30-34。
25. 顧志遠，「服務業系統設計與管理模式之研究－以醫療服務系統驗證」，清大工業工程所未出版博士論文，民80年。
26. 黃俊英，「行銷研究－管理與技術」，台北：華泰書局，民70年。
27. 管康彥，Lecture Notes on Research Methodology for Business/Management Students，政大企研所，民79年。
28. 曾麗蓉，「醫院門診服務品質之實證研究」，政大企研所未出版碩士論文，77年。




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24. Judd, L. L. and B. C. Vaught, “Three Differential Variables and Their Relation to Retail Strategy and Profitability,” Journal of the Academy of Marketing Science, vol.16, 1988, pp. 30-37.
25. Kelley, S. W., “Efficiency in Service Delivery: Technological or Humanistic Approaches?” Journal of Services Marketing, vol.3, 1989, pp.43-50.
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27. Kotler, P., Marketing Management, NJ: Prentice-Hall, 1988.
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50. Turley, L. W., “Strategies of rReducting Perceptions of Quality Risk in Services,” Journal of Services Marketing, vol.4, 1990, pp. 5-12.
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Zeithaml, V. A., “Defining and Relating Price, Perceived Quality, and Perceived Ualue,”working paper, Maketing Scienstitute, 1987.
描述 碩士
國立政治大學
企業管理學系
81355043
資料來源 http://thesis.lib.nccu.edu.tw/record/#B2002003664
資料類型 thesis
dc.contributor.advisor 賴士葆zh_TW
dc.contributor.advisor Lai, Shyh Baoen_US
dc.contributor.author (Authors) 何明城zh_TW
dc.contributor.author (Authors) Her, Ming Cherngen_US
dc.creator (作者) 何明城zh_TW
dc.creator (作者) Her, Ming Cherngen_US
dc.date (日期) 1994en_US
dc.date (日期) 1993en_US
dc.date.accessioned 29-Apr-2016 15:15:43 (UTC+8)-
dc.date.available 29-Apr-2016 15:15:43 (UTC+8)-
dc.date.issued (上傳時間) 29-Apr-2016 15:15:43 (UTC+8)-
dc.identifier (Other Identifiers) B2002003664en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/88282-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理學系zh_TW
dc.description (描述) 81355043zh_TW
dc.description.abstract (摘要) 　　民國77年，服務業佔GDP 之49.3％，佔三級產業之首。而78年，前三zh_TW
dc.description.tableofcontents 第一章 　緒論﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒1
第一節 　研究背景與動機﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒1
第二節 　研究目的與研究問題﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒３
第三節 　研究流程﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒４
第四節 　研究範疇﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒６
第五節 　研究限制﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒６
第二章 　文獻回顧與探討﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒１２
第一節 　服務傳送系統之本質與內涵﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒１２
第二節 　服務傳送系統與關鍵成功因素﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒２３
第三章 　研究方法﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒４８
第一節 　觀念性架構﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒４８
第二節 　研究方法﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒５４
第四章 　個案描述﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒５９
第一節 　奧美廣告公司﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒５９
第二節 　房屋仲介業─住商不動產﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒６９
第三節 　資訊服務業─凱德資訊公司﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒７５
第四節 　必勝客─Pizza Hot﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒８１
第五節 　光南理髮廳﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒８９
第五章 　個案分析語命題建構﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒９２
第一節 　技術特性與交易複雜度﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒９２
第二節 　關鍵成功因素﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒１０４
第三節 　服務傳送系統﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒１１７
第六章 　結論﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒１２０
第一節 　研究結論﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒１２０
第二節 　研究建議﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒﹒１２５		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#B2002003664en_US
dc.subject (關鍵詞) 服務業zh_TW
dc.subject (關鍵詞) 關鍵成功因素zh_TW
dc.subject (關鍵詞) 服務傳送系統zh_TW
dc.subject (關鍵詞) 服務品質zh_TW
dc.subject (關鍵詞) 前場zh_TW
dc.subject (關鍵詞) 服務接觸點zh_TW
dc.subject (關鍵詞) Service Industryen_US
dc.subject (關鍵詞) Key Success Factoren_US
dc.subject (關鍵詞) Service Delivery Systemen_US
dc.title (題名) 以關鍵成功因素探討服務傳送系統之內涵zh_TW
dc.title (題名) A Study of Content of Service Delivery System Based on Key Success Factor Theoryen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 01. 江宏志：「服務行銷問題與策略之研究」，中原大學企研所未出版碩士論文，民74年。
02. 林英峰，「服務業的產能策略」，現代管理月刊，民76年11月，頁64-67。
03. 林英峰，「服務業的作業系統之設計」，服務業管理學術論文研討會論文，台北：中華民國管理科學學會，民76年10月。
04.林英峰，「現代生產與作業管理」，台北：管拓文化事業公 司，民79年。
05. 林山豐，「服務業服務品質之研究－以台北市之本國銀行、外來速食業及百貨業為例」，淡江管科所未出版碩士論文，民78年。
06. 金聖輝，「服務的知覺風險與資訊蒐策略間關係之研究」，中原企研所未出版碩士論文，民81年。
07. 林淑珍，「旅館業作業管理與服務品質之實證研究」，文化企研所未出版碩士論文，民80年。
08. 林建山，「現代服務業行銷學」，台北：環球經濟社，民81年。司徒達賢，「服務業四大管理特性」，卓越，民75年10月，頁154
09. 洪千惠，「證券經紀商業服務品質之實證研究」，政大企研所未出版碩士論文，民78年。
10. 吳思華，「產業政策與企業策略」，台北：中國經濟企業研究所，民77年。
11. 吳岳峰，「廣告業作業管理與服務品質之實證研究」，文化企研所未出版碩士論文，民80年。
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