dc.contributor.advisor | 林英峰 | zh_TW |
dc.contributor.author (Authors) | 趙健光 | zh_TW |
dc.creator (作者) | 趙健光 | zh_TW |
dc.date (日期) | 2005 | en_US |
dc.date.accessioned | 11-Sep-2009 17:49:07 (UTC+8) | - |
dc.date.available | 11-Sep-2009 17:49:07 (UTC+8) | - |
dc.date.issued (上傳時間) | 11-Sep-2009 17:49:07 (UTC+8) | - |
dc.identifier (Other Identifiers) | G0923590081 | en_US |
dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/30402 | - |
dc.description (描述) | 碩士 | zh_TW |
dc.description (描述) | 國立政治大學 | zh_TW |
dc.description (描述) | 科技管理研究所 | zh_TW |
dc.description (描述) | 92359008 | zh_TW |
dc.description (描述) | 94 | zh_TW |
dc.description.abstract (摘要) | 近年來消費者不僅重視產品品質,更重視消費過程的感受。如何讓消費者擁有更好的消費經驗,是企業須積極努力的方向。另外,許多過去以銷售產品為主的企業,也開始從事顧客服務的發展。因此企業不僅要開始提供服務以提升獲利,更要提供更好的消費經驗以滿足顧客的需求。 本研究將以三家在國家品質獎與J.D. Power調查有傑出表現的企業為研究對象,期望透過研究瞭解業界如何應用持續改善循環,於組織內推廣顧客觀點的概念,將其延伸至顧客服務的規劃與落實,並進一步找出徹底落實的關鍵,同時提出相關結論與建議以供業界參考。本研究希望探討之目的如下: □ 1.企業該如何推動顧客觀點,並讓全體員工確實執行。 □ 2.企業該如何持續改善現有服務,以追求更卓越的表現。 □ 3.提出具體建議以提供業界,作為重新規劃顧客服務之參考。 本研究認為企業要落實顧客觀點,必須先塑造顧客觀點的理念與文化,再由組織與人力資源著手,如此第一線才能確實執行。而企業要規劃令顧客感到滿意的服務,要從顧客接觸或消費的過程著手,從中找出改善或是創新的環節。如此才能貼近顧客的需求,創造出令顧客感到驚喜進而滿意的服務。 企業必須持續改善與持續學習,方能提供更好的服務,產生更卓越的績效。而運用ADRIL循環,也就是持續改善循環或持續學習與創新循環,將有助於企業建立顧客所需的服務。無形的服務已儼然成為有型產品的一部分,企業必須更重視顧客服務的內容與規劃,以及第一線人員服務的落實,如此才能滿足顧客的需求,以維持企業的穩定獲利。 | zh_TW |
dc.description.abstract (摘要) | "第一章 緒論 1 第一節 研究動機 1 第二節 研究流程 3 第二章 文獻探討 4 第一節 人車關係 4 第二節 顧客觀點 5 第三節 顧客服務 13 第四節 顧客滿意 23 第五節 持續改善循環 31 第六節 文獻彙整 35 第三章 研究設計與方法 36 第一節 研究目的 36 第二節 研究方法 36 第三節 研究架構 37 第四節 研究對象 39 第五節 研究限制 41 第四章 台灣汽車產業及個案介紹 42 第一節 台灣汽車產業市場概況 42 第二節 個案一:裕隆汽車 44 第三節 個案二:和泰汽車 53 第四節 個案三:福特六和 64 第五章 個案彙整及研究命題 72 第一節 個案彙整 72 第二節 ADRIL循環 78 第三節 研究命題 80 第六章 結論與建議 93 第一節 研究結論 93 第二節 研究對企業的建議 98 第三節 給後續研究的建議 99 參考文獻 100 附錄 106 | - |
dc.description.tableofcontents | 第一章 緒論 1 第一節 研究動機 1 第二節 研究流程 3 第二章 文獻探討 4 第一節 人車關係 4 第二節 顧客觀點 5 第三節 顧客服務 13 第四節 顧客滿意 23 第五節 持續改善循環 31 第六節 文獻彙整 35 第三章 研究設計與方法 36 第一節 研究目的 36 第二節 研究方法 36 第三節 研究架構 37 第四節 研究對象 39 第五節 研究限制 41 第四章 台灣汽車產業及個案介紹 42 第一節 台灣汽車產業市場概況 42 第二節 個案一:裕隆汽車 44 第三節 個案二:和泰汽車 53 第四節 個案三:福特六和 64 第五章 個案彙整及研究命題 72 第一節 個案彙整 72 第二節 ADRIL循環 78 第三節 研究命題 80 第六章 結論與建議 93 第一節 研究結論 93 第二節 研究對企業的建議 98 第三節 給後續研究的建議 99 參考文獻 100 附錄 106 | zh_TW |
dc.language.iso | en_US | - |
dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0923590081 | en_US |
dc.subject (關鍵詞) | 顧客觀點 | zh_TW |
dc.subject (關鍵詞) | 顧客服務 | zh_TW |
dc.subject (關鍵詞) | 持續改善 | zh_TW |
dc.subject (關鍵詞) | 顧客滿意 | zh_TW |
dc.title (題名) | 如何以ADRIL循環逐步建構以顧客觀點為導向的顧客服務系統-以台灣的裕隆日產、和泰汽車與福特六和為例 | zh_TW |
dc.type (資料類型) | thesis | en |
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