請用此 Handle URI 來引用此文件：
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/83495完整後設資料紀錄
| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 林俊昇 | zh_TW |
| dc.contributor.advisor | Jiun-Sheng Chris Lin | en |
| dc.contributor.author | 程光儀 | zh_TW |
| dc.contributor.author | Kuang-I Cheng | en |
| dc.date.accessioned | 2023-03-19T21:08:54Z | - |
| dc.date.available | 2023-11-10 | - |
| dc.date.copyright | 2022-10-08 | - |
| dc.date.issued | 2022 | - |
| dc.date.submitted | 2002-01-01 | - |
| dc.identifier.citation | 一、中文部分
1. 呂瑞君（2021），《中小型會計師事務所轉型為整合專業服務中小企業平台策略之研究-以睿耘會計師事務所為例》，國立中山大學EMBA碩士論文。 2. 李佩瑾（2020），《引薦者在買方選擇專業服務供應商時扮演的角色之探討》，國立高雄科技大學人力資源發展系碩士論文。 3. 吳秉澤（2020），《建築師專業服務與關係行銷之探討-以W建築師事務所為例》，逢甲大學EMBA碩士論文。 4. 林鵬飛（2020），《專業服務組織的經驗學習與知識轉用：以專利事務所為例》，國立政治大學科技管理與智慧財產研究所博士論文。 5. 林國明（2014），「目前律師執業困境及解決之道」，《全國律師》，第18卷第9期，頁4-9。 6. 財團法人二十一世紀基金會（2017），《我國律師、外國法事務律師需求量及鬆綁外國律師來臺執業對我國律師業影響之實證研究》，法務部委託研究計畫。 7. 陳鋕雄（2020），「新律師法時代的律師業務推廣規範」，《全國律師》，第24卷第9期，頁27-38。 8. 翁祖立（2015），《專業服務業之服務品質探討-以律師業為例》，國立台灣大學EMBA碩士論文。 9. 許慈倩（2019），「是守護還是限制？思索律師倫理和律師業務推展規範的影響」，《在野法潮》，第41期，頁14-17。 10. 郭子奕（2021），《會計師事務所專業服務品質、顧客滿意度與顧客後續行為之研究》，正修科技大學經營管理研究所碩士論文。 11. 郭榮彥（2019），「台灣只有20%訴訟案有委任律師，是誰把律師產業做小了？」，《The News Lens關鍵評論》。 12. 梁家昊（2019），「律師考試錄取率越來越低，但台灣的律師真的「過剩」嗎？」，《The News Lens關鍵評論》。 13. 黃國昌（2007），「律師代理對民事訴訟結果之影響」，《中研院法學期刊》，第1期，頁45-104。 14. 湯雅婷（2017），《台灣主要壽險公司之顧客忠誠度、服務品質、專業服務導向與人際服務導向》，朝陽科技大學保險金融管理系碩士論文。 15. 張永健、許菁芳（2020），「用統計看法律產業的發展，突破律師市場飽和迷思開闢新藍海」，《在野法潮》，第46期，頁16-25。 二、英文部分 1. Berry, L. L. and Parasuraman, A. (1991), Marketing Services: Competing through Quality, NY: The Free Press. 2. Booms, B. H. and Bitner, M. J. (1981), “Marketing Strategies and Organization Structures for Service Firms,” in Marketing of Services, American Marketing Association, Chicago, pp.51-67. 3. Caruana, A., Money, A. H. and Berthon, P. R. (2000), “Service Quality and Satisfaction - the Moderating Role of Value,” European Journal of Marketing, 34(11/12), pp.1338-1352. 4. Chang, Yun-Chien and Tu, Su-Hao (2020), “Two-Way Selection between Flat-Fee Attorneys and Litigants: Theoretical and Empirical Analyses,” European Journal of Law and Economics, 49(1), pp.131-164. 5. De Ruyter, K., Wetzels, M. and Bloemer, J. (1998), “On the Relationship Between Perceived Service Quality, Service Loyalty and Switching Costs,” International Journal of Service Industry Management, 9(5), pp.436-453. 6. Dodds, B.W. and Monroe, K.B. (1985), “The Effect of Brand and Price Information Subjective Product Evaluation,” Journal of Marketing Research, Vol.28, pp.85-90. 7. Eisenhardt, K. M. (1989), “Building Theories from Case Study Research,” Academy of Management Review, Vol.14, pp.532-550. 8. Frey, R. V., Bayón, T. and Totzek, D. (2013), “How Customer Satisfaction Affects Employee Satisfaction and Retention in a Professional Services Context,” Journal of Service Research, 16(4), pp.503-517. 9. Garvin, D. A. (1983), “Quality on the Line,” Harvard Business Review, Vol.61, pp.64-75. 10. Grönroos, C. (1984), “A Service Quality Model and its Marketing Implication,” European Journal of Marketing, 18(4), pp.36-44. 11. Grönroos, C. (1982), “An Applied Service Marketing Theory,” European Journal of Marketing, 16(7), pp.30-41. 12. Grönroos, C. (1981), “Internal Marketing: an Integral Part of Marketing Theory,” in Marketing Services, American Marketing Association, Chicago, pp.236-238. 13. Heskett, J. L., Hart, C. and Sasser, W. E. (1990), Service Breakthroughs: Changing the Rules of the Game. NY: The Free Press. 14. Jacoby, J. and Olson, J. C. (1985), Perceived Quality: Institute of Retail Management, Lexington, MA: Lexington Books. 15. Johnson, M. and Zinkhan, G. M. (1991), “Emotional Responses to a Professional Service Encounter,” Journal of Services Marketing, 5(2), pp.5-16. 16. Lehtinen, U. and Lehtinen, J. R. (1982), “A Study of Quality Dimensions,” Service Management Institute, 5, pp.25-32. 17. Levitt, T. (1972), “Production-Line Approach to service,” Harvard Business Review, Vol.50, pp.42-52. 18. Magrath, A. J. (1986), “When Marketing Services, 4 Ps are not Enough,” Business Horizons, 29(3), pp.44-50. 19. Marr, J. W. (1986), “Letting the Customer be the Judge of Quality,” Quality Progress, 19(10), pp.46-49. 20. McCarthy, E. J. (1964), Basic Marketing: A Managerial Approach, Richard D. Irwin, Inc. 21. Molenaar, C. (1995), Interactive Marketing, England: Gower. 22. Mitra, A. (1993), Fundamentals of Quality Control and Improvement, NY: Macmillan. 23. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988), “SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64(1), pp.12-40. 24. Parasuraman, A., Zeithaaml, V. A. and Berry, L. L. (1985), “A Conceptual Model of Service Quality and it’s Implications for Future Research,” Journal of Marketing, 49(4), pp.41-50. 25. Sasser, W. E., Olsen, R. P. and Wyckoff, D. D. (1978), Management of Service Operation: Text and Cases, Allyn and Bacon Inc. 26. Sharma, N. and Patterson, P. G. (1999), “The Impact of Communication Effectiveness and Service Quality on Relationship Commitment in Consumer, Professional Services,” Journal of Services Marketing, 13(2), pp.151-170. 27. Shostack, G. L. (1982), “How to Design a Service,” European Journal of Marketing, 16(1), pp. 49-63. 28. Thomas, D. R. E. (1978), “Strategy is Different on Service Industries,” Harvard Business Review, Vol. 56, pp.160-161. 29. Trasorras, R., Weinstein, A. and Abratt, R. (2009), “Value, Satisfaction, Loyalty and Retention in Professional Services,” Marketing Intelligence & Planning, 27(5), pp.615-632. 30. Webster, C. and Sundaram, D. S. (2009), “Effect of Service Provider’s Communication Style on Customer Satisfaction in Professional Services Setting: the Moderating Role of Criticality and Service Nature,” Journal of Services Marketing, 23(2), pp.104-114. 31. Yin, R. K. (1994), Case Study Research Design and Methods: Applied Social Research and Methods Series, 2nd ed., Thousand Oaks, CA: Sage Publications Inc. 32. Zeithaml, V. A. (1988), “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, 52(3), pp.2-22. 33. Zimmerman, C. D. (1985), “Quality Key to Service Productivity,” Quality Progress, Vol.18, pp.32-35. | - |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/83495 | - |
| dc.description.abstract | 近年來台灣的法律專業服務產業競爭日益激烈，法律事務所除了需仰賴執業律師紮實的專業素養外，經營穩定可靠、讓顧客滿意的高品質法律服務，更是促成差異化與競爭優勢的關鍵。
本研究以E事務所為例，透過深度訪談，探討顧客在選擇法律服務委託管道之決策因子，以及知覺個案事務所服務品質、滿意度、與口碑傳播意願。 研究結果顯示顧客對於法律服務品質各面向（包含保證性、可靠性、同理性、回應性、有形性）的重視，而事務所明確的價值主張也有助於提升顧客服務品質及滿意度的感受，使其更願意進行正向口碑傳播。本研究除了深入探討法律專業服務議題，亦提供企業優化服務品質的策略性建議。 | zh_TW |
| dc.description.abstract | With fierce competition in the legal service industry, law firms have strived to provide superior services in order to differentiate and achieve competitive advantage.
To assess good service strategies for firms in the legal service sector, this research conducts in-depth interviews to investigate customers’ adoption factors of legal services, as well as evaluating their perceptions of service quality, satisfaction, and willingness to spread word-of-mouth. The results indicate the importance of customer-perceived service quality in legal services (including reliability, responsiveness, assurance, empathy, and tangibles). Furthermore, this research also discovers that a clear value proposition is a key factor to increase customers’ perceptions of service quality, satisfaction, and their willingness to spread positive word-of-mouth. Implications, limitations and future research directions are then discussed. | en |
| dc.description.provenance | Made available in DSpace on 2023-03-19T21:08:54Z (GMT). No. of bitstreams: 1 U0001-0509202216205000.pdf: 2144189 bytes, checksum: a57142f2d7d529bef9aff1c42ab6f2b5 (MD5) Previous issue date: 2022 | en |
| dc.description.tableofcontents | 謝誌 i
中文摘要 ii 英文摘要 iii 目錄 iv 圖目錄 v 表目錄 vi 第一章 緒論 1 第一節、研究背景與動機 1 第二節、研究目的 4 第三節、研究架構與流程 5 第二章 文獻探討 6 第一節、專業服務業 6 第二節、服務品質 9 第三章 研究設計 15 第一節、研究方法 15 第二節、訪談綱要 18 第三節、訪談結果歸納與評述 20 第四章 個案分析 30 第一節、行業概況 30 第二節、個案事務所介紹 37 第三節、個案事務所服務品質策略 40 第五章 結論與建議 48 第一節、研究結論 48 第二節、管理意涵 50 第三節、研究限制與未來研究方向 53 參考文獻 55 | - |
| dc.language.iso | zh_TW | - |
| dc.title | 台灣法律事務所之服務品質策略探討－以E事務所為例 | zh_TW |
| dc.title | Investigating the Service Quality Strategy of Law Firms in Taiwan – A Case Study of E Firm | en |
| dc.type | Thesis | - |
| dc.date.schoolyear | 110-2 | - |
| dc.description.degree | 碩士 | - |
| dc.contributor.coadvisor | 黃恆獎 | zh_TW |
| dc.contributor.coadvisor | Heng-Chiang Huang | en |
| dc.contributor.oralexamcommittee | 余峻瑜;梁浩怡 | zh_TW |
| dc.contributor.oralexamcommittee | Jiun-Yu Yu;Haw-Yi Liang | en |
| dc.subject.keyword | 專業服務,法律事務所,服務品質,顧客滿意,價值主張, | zh_TW |
| dc.subject.keyword | Legal service,Service Quality,Customer Satisfaction,Value Proposition, | en |
| dc.relation.page | 58 | - |
| dc.identifier.doi | 10.6342/NTU202203155 | - |
| dc.rights.note | 未授權 | - |
| dc.date.accepted | 2022-09-06 | - |
| dc.contributor.author-college | 管理學院 | - |
| dc.contributor.author-dept | 碩士在職專班國際企業管理組 | - |
| 顯示於系所單位： | 國際企業管理組 | |
文件中的檔案：
| 檔案 | 大小 | 格式 | |
|---|---|---|---|
| ntu-110-2.pdf 目前未授權公開取用 | 2.09 MB | Adobe PDF |
系統中的文件，除了特別指名其著作權條款之外，均受到著作權保護，並且保留所有的權利。