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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 林俊昇 | |
dc.contributor.author | Chao-Chuan Ho | en |
dc.contributor.author | 何兆全 | zh_TW |
dc.date.accessioned | 2021-06-08T02:42:23Z | - |
dc.date.copyright | 2018-03-01 | |
dc.date.issued | 2018 | |
dc.date.submitted | 2018-02-05 | |
dc.identifier.citation | 一、 中文參考文獻
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Consumer Perceptions of Service Quality: An Assessment of The SERVQUAL Dimensions. Journal of Retailing, 66, 33–55. Crosby, Philip B. 1979. Quality Is Free. McGraw-Hill, New York. Engel, James F., Roger D. Blackwell and Paul W. Miniard. 1993. Consumer Behavior. Orlando, FL: The Dryden Press Fabiana N. H. Ferreira and João F. Proença. 2009. Creating Value among Business: Service's Perspective Contributions. 25th IMP-conference in Marseille, France. Garvin, D. A. 1984. What does product quality really mean. Sloan Management Review, 26(1), pp.25-43 Gronroos,C. 1988. Service Quality: The Six Criteria of Good Perceived Service Quality. Review of Business, 9, pp.10-13. Harrison-Walker, L.J., Neeley, S.E. 2004. Customer Relationship Building on the Internet in B2B Marketing a Proposed Typology. Journal of Marketing Theory and Practice, Vol.12, No.1, 19-36. Hauser, R. & Paul, R. 2006. IS Service Quality and Culture: An Empirical Investigation. 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Journal of Marketing, Vol.49 (Fall) pp. 41-50. ___________, __________ and _________. 1988. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(Spring), 12–40. ___________, __________ and _________. 1991. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67, 420–450. ___________, __________ and _________. 1993. The Nature and Determinants of Customer Expections of Service. Journal of the Academy of Marketing Science, 21(Winter), pp.1-12. Patton, M. Q. 2001. Qualitative Research & Evaluation Methods (3rd ed.). Sage Publications, Inc. Power,C. 1992. Smart Selling: How Companies are Winning over Today’s Tougher Customer. Business Week, August, pp.46. Regan, W.J. 1963. The Service Revolution. Journal of Marketing, 27(July), pp. 57-62. Rudie, M. J., and Wansley, H. B. 1985. The merrill lynch quality program. In Services Marketing in a changing Environment. Chicago: American Marketing Association. Scott, D.M. 2011. The New Rules of Marketing & PR. Hoboken, N.J. Shetty, Y.K. and Ross, J.1985. Quality and its management in service business. Industrial Management, 27, no. 6, pp.7-12. Taylor, S. J. & Bogdan, R. 1984. Introduction to qualitative research methods : the search for meanings. New York: Wiley Tellefsen, T. 2002. Commitment in Business-to-Business Relationships: Te Role of Organizational and Personal Needs. Industrial Marketing Management. 31(8), 645-652. Vargo, S.L. & Lusch, R.F. 2011. It’s all B2B…and Beyond: Toward a System perspective of Market. Industrial Marketing Management, Vol.40, No.2, 181-187 William J. Regan. 1963. The Service Revolution. Journal of Marketing. Vol. 27, No. 3 (Jul., 1963), pp. 57-62 Zeithaml, V. A. 1988. Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, vol.52, pp.2-22. | |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/20213 | - |
dc.description.abstract | 旭然國際股份有限公司(以下簡稱:旭然)早期從代理商起家,其面臨的生意課題,與大多數台灣廠商相同:前有歐美大廠卡位難以超越,後有來勢洶洶的中國大陸廠商,以大量投產低價競爭的模式,殺入紅海市場;面對全球化競爭與微利化時代的來臨,為了在市場上佔有一席之地,並建立持久的競爭優勢,旭然創立自有品牌Filtrafine,強化服務品質,跳脫傳統的「價格競爭」,走向「價值競爭」。
由於以往文獻中對於服務品質之探討,其研究對象之銷售模式大多為B2C(企業對消費者),相較於B2C能夠直接面對消費市場,對銷售模式以B2B(企業對企業)為主的企業而言,精準接觸目標客群是行銷最大的挑戰;本研究透過所蒐集之旭然顧客服務品質訪談資料進行深度探討,傾聽剖析顧客回饋以了解需求,並找出B2B服務品質之要點,提供B2B行銷策略上之建議。 | zh_TW |
dc.description.abstract | Examination of service quality has been an important issue for most firms. However, past research on service quality mostly investigated this topic from B2C (business to customer) perspectives. Limited research has been done to systematically explore the service quality of B2B firms. This research aims to fill the research gap to examine the service quality of B2B firms through in-depth interviews with customers of a B2B firm. Results, implications, limitations and directions for future research are presented and discussed. | en |
dc.description.provenance | Made available in DSpace on 2021-06-08T02:42:23Z (GMT). No. of bitstreams: 1 ntu-107-P04748029-1.pdf: 970205 bytes, checksum: f53421961cdd51017958c58e9a90534e (MD5) Previous issue date: 2018 | en |
dc.description.tableofcontents | 目錄
口試委員審定書 ii 誌謝 iii 中文摘要 v THESIS ABSTRACT vi 目錄 vii 圖目錄 ix 表目錄 x 第一章 緒論 1 第一節、研究背景 1 第二節、研究動機 3 第三節、研究問題與目的 5 第四節、研究流程 5 第二章、文獻探討 8 第一節、服務品質 8 一、 服務品質的定義 8 二、 服務品質模式 10 三、 服務品質衡量方法 15 四、 服務品質的相關研究 17 第三章 研究方法 18 第一節、質性研究 18 第二節、資料收集方式 20 一、 研究對象 20 二、 問卷設計 21 三、 訪談注意事項 22 第四章 資料描述及分析 24 第一節、個案公司簡介與過濾產業市場概況 24 一、 旭然國際簡介與沿革 24 二、 過濾產業市場概況 26 第二節、服務品質分析 29 一、 過去交易經驗回顧 30 二、 服務品質-可靠性構面之探討 31 三、 服務品質-反應性構面之探討 34 四、 服務品質-保證性構面之探討 36 五、 服務品質-同理性構面之探討 38 六、 服務品質-有形性構面之探討 41 七、 其他評估因素之探討 44 第五章 結論與建議 48 第一節、研究結論 48 第二節、管理意涵 51 第三節、研究限制與未來研究方向 51 一、 研究限制 51 二、 未來研究之建議 52 參考文獻 53 一、 中文參考文獻 53 二、 英文參考文獻 53 附錄 57 圖目錄 圖1-1-1 世界濾材產業總產值預估1 圖1-2-1 工業產品購買決策制定過程4 圖1-4-1 論文研究流程6 圖2-1-1 PZB 服務品質概念性模型11 圖2-1-2 PZB 服務品質決定要素14 表目錄 表1-1-2 各產業之濾材應用舉例2 表2-1-1 服務的特性9 表2-1-2 服務品質模式11 表2-1-3 SERVQUAL服務品質量表16 表 3-2-1 受訪顧客資料背景20 表 4-1-1 Filtrafine:旭然集團大事紀24 表 4-1-2 旭然產品分類25 表 4-2-1 訪談結果摘要45 | |
dc.language.iso | zh-TW | |
dc.title | B2B產業之服務品質研究:
以旭然國際Filtrafine為例 | zh_TW |
dc.title | Exploring the Service Quality of B2B Industries:
The Case of Filtrafine | en |
dc.type | Thesis | |
dc.date.schoolyear | 106-1 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 郭佳瑋,陳思寬 | |
dc.subject.keyword | B2B,服務品質,質性訪談, | zh_TW |
dc.subject.keyword | B2B,Service Quality,In-depth Interview, | en |
dc.relation.page | 58 | |
dc.identifier.doi | 10.6342/NTU201800258 | |
dc.rights.note | 未授權 | |
dc.date.accepted | 2018-02-05 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 商學組 | zh_TW |
顯示於系所單位: | 商學組 |
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