感知服務之模式研究

本研究主要是感知服務的模式，並希冀能以研究出的結果改變企業中的服務較為弱勢的部分，力求提高服務品質。服務與人類的生活息息相關，不論古今中外，我們的生活都離不開服務，因此，好的服務品質也相對能提升人類的生活品質。為此，本研究先透過文獻回顧的方式來歸納服務、服務品質的定義，並有鑑於科技的進步，服務已經不僅止於面對面，因此文獻回顧當中的第三節將會探討社交媒體當中的服務，並將這些服務方式總結分析。本次研究的資料收集於2019年的11月，一共有76筆有效資料，資料中可以得知人們對於服務中要素的看法，從而得知服務的提供者應著重哪些地方，方能有效提升服務品質。

關鍵字

服務；服務品質；社交媒體； PZB模式；感知服務

並列摘要

This research is mainly to perceive the service mode, and hopes to use the research results to change the weaker part of the service in the enterprise, and strive to improve service quality. Services are closely related to human life. No matter how ancient or modern China is, our lives are inseparable from service. Therefore, good service quality can also relatively improve the quality of human life. To this end, this study first summarizes the definition of service and service quality through literature review, and in view of technological advances, service has not only stopped face to face, so the third section of the literature review will discuss services in social media , And summarize and analyze these service methods. The data collected in this study was collected in November 2019. There are a total of 76 valid data. The data can tell people's views on the elements in the service, so that they can know where the service provider should focus on in order to effectively improve the service. quality.