- 期刊
員工服務品質意識對顧客知覺服務品質之影響探討
Research on the Impact of Employee Service Quality Consciousness to Customer Perceived Service Quality
參考文獻
Bitner, M.J.,B.H. Booms,M.S. Teteault(1990).The Service Encounter: Diagnosing Favorable and Unfavorable Incidents.Journal of Marketing.54,71-84.
Chenet, P.,Tynan, C.,Money, A.(1999).Service Performance Gap: Re-evaluation and Redevelopment.Journal of Business Research.46(2),133-147.
Cronin, J.J.,Taylor, S.A.(2003).Measuring Service Quality: A Reexamination and Extension.Journal of Marketing.56(3),55-68.
Fisk, R.P.,Brown S.W.,Bitner, M.J.(1993).Tracking the Evolution of the Services Marketing Literature.Journal of Retailing.69(1),61-103.
Garvin, David A.(1984).What Does `Product Quality` Really Mean?.Sloan Management Review.Fall,25-43.
被引用紀錄
徐崇偉（2009）。以P.Z.B.缺口理論探討資訊委外服務品質與滿意度之關係---以XY公司為例〔碩士論文，元智大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0009-1706200923054500
陳懷傑（2012）。人力派遣業服務品質測量之探討〔碩士論文，元智大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0009-2801201415004310
林珈羽（2012）。門診服務品質、病患情緒與醫病關係品質關聯性之研究—以某精神科教學醫院為例〔碩士論文，朝陽科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0078-0305201210333451
許文齡（2013）。提升顧客服務品質準則之分析與探討—以餐飲業為例〔碩士論文，國立虎尾科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0028-0108201318101900
許勝彥（2013）。探討連鎖餐飲之服務品質、顧客滿意度與顧客忠誠度-以虎尾食神滷味為例〔碩士論文，國立虎尾科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0028-2307201315291500