跳到主要內容

臺灣博碩士論文加值系統

(216.73.217.139) 您好!臺灣時間:2026/09/22 07:11
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:許智翔
研究生(外文):Chih-Hsiang Hsu
論文名稱:營建預售屋銷售流程服務創新之研究
論文名稱(外文):The Study of Pre-Construction Home Sales Process of Service Innovation
指導教授:陳銘崑陳銘崑引用關係
指導教授(外文):Ming-Kuen Chen
口試委員:郭晉源吳忠敏
口試委員(外文):Chin-Yuan KuoChung-Min Wu
口試日期:2010-06-30
學位類別:碩士
校院名稱:國立臺北科技大學
系所名稱:商業自動化與管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2010
畢業學年度:98
語文別:中文
論文頁數:145
中文關鍵詞:代銷業預售屋BPServqualQFDFDM
外文關鍵詞:Consignment BusinessPre-Construction HomeBPServqualQFDFDM
相關次數:
  • 被引用被引用:11
  • 點閱點閱:776
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:6
隨著經濟景氣的循環,建築業為了能因應不景氣的大環境,預售屋的銷售模式隨之而生,透過預先分期付款的方式同時紓緩建商與消費者雙方經濟上的壓力,而代銷業便透過這樣的需求開始提供服務。
隨著預售制度的發展與應用,許多相關議題也相繼地浮現,這些議題多跟法律、財務或房屋設計有相關,而這些議題不外乎是消費者購買預售屋時無法充分表達己身的意見,或是消費者難以窺視到預售屋代銷業者的整體流程發展。此外,隨著產業的激烈競爭、消費者的需求增加,如何改善服務的品質藉以提升顧客的滿意度也成了企業在銷售營運上新的課題。
在近年開始倡導服務科學的概念下,過去無形的服務也開始有了科學化的方式予以明確定義與改善,本研究藉由服務藍圖法將產業服務產品給予清楚價值鏈定位,再透過修正後之Servqual量表找出服務價值鏈中之服務缺口,並利用品質管理技術-QFD針對服務缺口予以改善,接續將改善因子整合入新的藍圖中,最後採用模糊德爾菲法來進行本研究流程驗證之信效度。其結果也可提供企業做為實務上銷售流程擬定之參考。

As the cycle of economic, the construction industry in order to respond the depressed environment, Pre-construction home sales process had built, consumers could pay by installments. Through this way both builders and consumers could reduce the pressure, and that was how consignment business started up.
With the development and application of pre-sale system, many related issues had come, these issues with legal, financial or housing design-related. And these issues are nothing more than when consumers cannot fully express their own opinions, or it is difficult for consumers to look over consignment business’s whole process. In addition, because of the intense competition and high consumer demand, how to improve the quality of the services has become the subject for consignment business.
In recent years, service science have become a new way to identify and improve the service, the past intangible services began a scientific manner with a clear definition and improvement. This research through blueprint to draw the service prcess then, using Servqual to find the service gap of consignment business, and use QFD to improve the service gaps, next, combine the improvement factors to the new blueprint. Finally, this research use FDM to verify the new process. This result can also offer enterprise to refer their process.

目 錄
摘 要 i
ABSTRACT ii
致謝 iii
目 錄 iv
圖目錄 vii
表目錄 ix
第一章 緒論 1
1.1 研究背景與動機 1
1.2研究目的 2
1.3研究範圍與限制 2
1.4研究流程 3
第二章 文獻探討 6
2.1預售屋相關研究 6
2.1.1預售屋銷售流程 11
2.2服務藍圖法 15
2.2.1服務藍圖法的發展與建置 15
2.3 服務創新 22
2.4 服務品質 30
2.4.1服務的定義與特性 30
2.4.2品質的定義 31
2.4.3服務品質的定義與衡量方法 32
2.5 品質機能展開法 37
2.5.1品質機能展開之定義 37
2.5.2品質機能展開之發展 40
2.5.3品質機能展開之功能及目的 42
2.5.4品質機能展開之架構 44
2.5.5品質機能展開之相關研究 50
2.6模糊德爾菲法 51
2.7小結 54
第三章 預售屋銷售服務流程分析 56
3.1建構預售屋代銷業服務藍圖 56
3.1.1問卷設計 59
第四章 預售屋代銷業服務品質流程 77
4.1VOC重要度權重排序與結果分析 77
4.2品質機能展開法 77
4.2.1關鍵服務品質衡量 80
4.2.2服務設計參數 81
4.2.3日常品質管理技術 87
第五章流程驗證 96
5.1代銷業銷售流程改善後之流程驗證 96
5.2QFD結果整合於服務藍圖 98
5.3問卷設計 103
5.4第一回模糊德菲法問卷結果 105
5.4.1第一回實證結果分析 108
5.5第二回模糊德菲法問卷結果 114
5.5.1第二回實證結果分析 120
5.6結果分析 124
第六章 結論與建議 130
6.1研究結論 130
6.2研究貢獻 131
6.3後續研究與建議 131
參考文獻 133
英文部分 133
中文部分 141


英文部分
[1]Akao, Y., “QFD: Past, present and future,” International Symposium on QFD Conference proceedings, Linkoping, Sweden, 1997.
[2]Alam, I. and Perry, C., “A customer-oriented new service development process," Journal of Services Marketing,” Vol.16, Issue.6, pp.515-534, 2002.
[3]Anderson, W. L., and Crocca, W. T., “Engineering practice and codevelopment of codevelopment of product prototypes,” Communications of the ACM, Vol.36, Issue.6, pp.49-56, 1993.
[4]Ansari, A., and Modaress, B. “Quality function deployment:The role of suppliers,” International Journal of Purchasing and Materials Management, Vol.30, No.4, pp.28-36, 1994.
[5]Barnard, B., “QFD-Empowering the Multi-disciplined Team Excellence,” APICS 35th International Conference and Exhibition, Montreal, Canada, 1992.
[6]Bossert, J. L., “Quality Function Deployment-A Practitioner’s Approach,” New York:ASQC Quality Press Inc., 1991.
[7]Brown, T. J., Churchill G. A. Jr., and Peter J. P., “Improving the Measurement of Service Quality,” Journal of Retailing, Vol.69, No.1, pp.127-139, 1993.
[8]Chang, C.O., and Ward, C.W., “Forward Pricing and the Housing Market: the Pre-sales Housing System in Taiwan,” Journal of Property Research, Vol.10, pp.217-227, 1993.
[9]Conti T., “Process Management and Quality Function Deployment,” Quality Progress, Vol.22, No.12, pp.45-48, 1989.
[10]Cooper, R. G., “Stage-gate systems a new tool for managing new products,” Business Horizons, Vol.33, No.3, pp.44-53, 1990.
[11]Corbitt, G., Wright, L. and Christopolus, M., “New approaches to business process redesign: a case study of collaborative group technology and service mapping,” Group Decision and Negotiation, Vol. 9, No. 2, pp. 97-107, 2000.
[12]Cronin, J. J. Jr. and Taylor, S. A., “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, Vol.56, No.7, pp55-68, 1992.
[13]Crosby, P. B., “Quality is Free,” New York:McGraw-Hill, 1979.
[14]Ding, L, Y., Chen, X, H., and Sun, J., International Conference on Management Science and Engineering (14th) August 20-22, Harbin, China, 2007.
[15]Flies, S., “Blueprinting the service company Managing service processes efficiently,” Journal of Business Research, Vol.57, No.2, pp.392-404, 2004.
[16]Fizgerald, L., Johnston, R., Silvestro, R., Brignall, T. J., and Voss C., “Performance Measurement in Service Business,” CIMA, London , 1991.
[17]Frauendorf, J., Gnoth, J., and Mccole, P., “A transaction cost theory based perspective on customer service scripts,” ANZMC 2005 Conference: Service Marketing, 2005.
[18]Gallouj, F., and Weinstein, O., “Innovation in Services Research Policy,” Vol. 26, Issue.4-5, pp.537-556, 1997.
[19]Garvin, D. A., “What does Product Quality Really Mean?” Sloan Management Review, Vol.26, No.1, pp.25-43, 1984.
[20]George, W. R., and Gibson, B. E., “Blueprinting a tool for managing quality in service, Service Quality: Multidisciplinary and Multinational Perspectives,” edited by Gummesson, E., Edvardsson, B. and Gustavsson, B., Lexington Books , pp.73-91, 1991.
[21]Goerke, J. “Taking the Quantum Leap: Nonprofits are now in Business. An Australian Perspective,” International Journal of Nonprofit and Voluntary Sector Marketing, Vol.8, No.4, pp.307-316, 2003.
[22]Gopalakrishnan, K.N., Mclntyre, B. E., and Sprague, J. C., “ Implementing Internal Quality Improvement With the House of Quality,” Quality Progress, Vol.25, No.9, pp.57-60, 1992.
[23]Gronroos, C., “A Service Quality Model and Its Marketing Implication,” European Journal of Marketing, Vol.18, Issue.4, pp.36-44, 1984.
[24]Gummesson, E. “Service design,” Total Quality Management, Vol.2, No.2, pp. 97-101, 1990.
[25]Hauknes, J. and Hales, K., “Services in Innovation-Innovation in Services,” STEP Group:SI4S Synthesis Paper, Oslo, 1998.
[26]Henderson, R. M., and Clark, K. B., “Architectural Innovation:the Reconfiguring of Existing Product Technologies and the Failure of Established Firms,” Administrative Science Quarterly, Vol.35, No.1, pp.9-30, 1990.
[27]Houser, J. R. and Clausing, D., “The House of Quality,” Harvard Business Review, Vol.3, No.66, pp.63-73, 1998.
[28]Johnson, S. P., Menor L. J., and Chase, R. B., “A critical evaluation of the new service development process: Integrating service innovation and service design,” In J. A. Fitzsimmons, and M. J. Fitzsimmons (ed.), New service development-creating memorable experience, NJ: Sage Publications, pp.154-172, 2000.
[29]Kaplan, R. S., and Norton, D. P., “The balanced scorecard: measures that drive performance,” Harvard Business Review, Vol.70, No.1, pp.71-79, 1992.
[30]King, R., “Listening to the voice of the customer:Using the quality function deployment system,” National Productivity Review, Vol.6, Issue.3, pp.277-281, 1987.
[31]Kingman-Brundage, J., “Blueprinting sets Foundation for Better Service and Customer Satisfaction,” Marketing News, Vol.23, No.26, 1989.
[32]Kingman-Brundage, J., “Technology, design and service quality”, International Journal of Service Industry Management, Vol. 2, No. 3, pp. 47-59, 1991.
[33]Kingman-Brundage, J., “The ABC''s of service system Blueprinting: Designing a winning service strategy,” in the proceedings of the 7th annual Services Marketing Conference Proceedings, L. A. C. A. S. U. Mary Jo Bitner American Marketing Association, in Chicago, pp.30-33, 1989.
[34]Kingman-Brundage, J., and George, W. R., “Using service logic to achieve optimal team functioning,” International Service Quality Association, pp.13-24, 1996.
[35]Kline, S. J., and Rosenberg, N., “The positive sum strategy:Harnessing Technology for Economic Growth,” The National Academy Press, 1986.
[36]Kolter, P., “Marketing Management, Analysis, Implementation and 162 Using the Survival Model,” The Service Industries Journal, Vol.11, No.3, pp.324-343, 1997.
[37]Kotler, P., “Marketing Management”, New Jersey: Prentice-Hall, 2003.
[38]Kotler, P., Marketing Management: Analysis, Planning, Implementation and Control, 9th ed., Englewood Cliffs, NJ: Prentice-Hall Inc, 1999.
[39]Lehtinen, U., and Lehtinen, J. R., “Two Approaches to Service Quality Dimensions,” The Service Industries Journal, Vol.11, No.3, pp.287-303, 1991.
[40]Levitt “Production-Line Approach to Service,” Harvard Business Review, pp41–52, 1972.
[41]Lin, F. R., Yang, M. C., and Pai, Y. H., “A generic structure for business process modelling,” Business Process Management Journal, Vol.8, No.1, pp.19-41, 2002.
[42]Lockamy, A., and Khurana A., “Quality function deployment: total quality management for new product design,” International Journal of Quality and Reliability Management, Vol.12, No.6, pp.73-84, 1995.
[43]Lovelock, C. H., “Services Marketing, 2nd ed.” New Jersey: Prentice-Hall, 1991.
[44]Martin, C. R. Jr., and Horne, D. A., “Service innovation: Successful versus Unsuccessful firms.” International Journal of Service Industry Management, Vol.4, No.1, pp.49-65, 1994.
[45]McColl, R., Callaghan B., and Palmer A., “Services Marketing: A Managerial Perspective,” Sydney, Australia: McGraw-Hill, 2000.
[46]Miles, I., “Services in the New Industrial Economy,” Futures, Vol.25, No.6, pp.653-672, 1993.
[47]Murdick, R. G., Render, B., and Russel, R. S., “Service Operations Management,” Allyn and Bacon, 1991.
[48]Normann, R., “Service Management: Strategy and Leadership in Service Business,” John Wiley and Sons, New York, 1984.
[49]Parasuraman, A., Zeithaml, V. A., and Berry, L. L., “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol.64, No.1, pp.12-40, 1988.
[50]Parasuraman, A., Zeithaml, V. A., and Berry, L. L., “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, Vol.49, No.4, pp.41-50, 1985.
[51]Parasuraman, A., Zeithaml, V.A., and Berry, L.L., “Refinement and Reassessment of the SERVQUAL Scale,” Journal of Retailing, Vol.67, No.4, pp.420-450, 1991.
[52]Patton, W. Sr., “Use a map, not a hammer,” Quality, Vol. 41, No. 6, pp.34-36, 2002.
[53]Quinn, J. B., “Technology in Services: Past Myths and Future Challenges,” National Academy Press, Washington D.C, 1988.
[54]Sasser, W. E., Olsen R. P., and Wyckoff, D. D., “Management of Service Operations: Text, Cases and Readings,” Boston: Allyn and Bacon, 1978.
[55]Sheehan, J., “Understanding Service Sector Innovation, Spohrer J and Riecken D (Eds) Services Science,” Communications of the ACM, Vol.49, No.7, pp.43-47, 2006.
[56]Shostack, G. L., “Service Positioning through Structural Change,” Journal of Marketing, Vol.51, No.1, pp.34-43, 1987.
[57]Shostack, G. L., “Designing services that deliver,” Harvard Business Review, Vol.62, No.1, pp.133-139, 1984.
[58]Shostack, G. L., “Understanding services through blueprinting, Advances in Services Marketing and Management,” edited by Schwartz, T. A., Bowen, D. E. and Brown, S. W., JAI Press, Greenwich, CT, pp.75-90, 1992.
[59]Shostack, G.L., “How to design a service,” in Donnelly, J.H. and George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL, pp.221-229, 1981.
[60]Shostack, G.L., “Service positioning through structural change,” Journal of Marketing, Vol. 51, No. 1, pp.34-43, 1987.
[61]Sousa, G.W.L., Van Aken, E.M., and Groesbeck, R.L., “Applying an enterprise engineering approach to engineering work: a focus on business process modelling,” Engineering Management Journal, Vol. 14, No. 3, pp.15-24, 2002.
[62]Storey, C., and Kelly D., “Measuring the performance of new service development activities,” The Service Industries Journal, Vol.21, Issue.2, pp.71-90, 2001.
[63]Sullivan Lawrence P., “Quality Function Deployment,” Quality Progress, Vol.19, No.6, pp.39-50, 1986.
[64]Tax, S. S., and Stuart, I., “Designing and implementing new services: The challenges of integrating service systems,” Journal of Retailing, Vol.73, No.1, pp.105- 134. 1997.
[65]Townsend, P. L., “Insurance Firm Shows That Quality has Value,” Quality Progress, June, Vol.18, No.6, pp.41-45, 1985.
[66]Tseng, M. M., Qinhai, M., and Su, C.J., “Mapping customers’ service experience for operations improvement,” Business Process Management Journal, Vol.5, No.1, pp.50-64, 1999.
[67]Voss, C. A., “Measurement of Innovation and Design Performance in Services,” Design Management Journal, Vol.3 Issue.1, pp.40-46, 1992.
[68]Cronin, J. J. Jr., and Taylor, S. A., “Measuring Service Quality: A Reexamination and Extension,” The Journal of Marketing, Vol.56, No.3, pp.55-68, 2003.
[69]Zeithaml, V. A., and Bitner, M. J., Service marketing: Integrating customer focus across the firm (2 nded), New York: McGraw- Hall International Edition, 2000.
[70]Pires, P. S., and Stanton J., The role of customer experiences in the development of service blueprints. ANZMAC 2004 Conference, 2004.
[71]Garma, R., and Polonsky, M. J., “Service Blueprinting:A Potential Toolfor Improving Cause-Donor Exchanges,” Journal of Nonprofit and Public Sector Marketing, Vol.16, No.1, pp.1-20, 2006.
[72]Zeithaml, V. A., and Bitner, M. J., “Services marketing.” Irwin McGraw- Hill; New York, 2009.
[73]Verboom, M., “A transparent role of information systems within business processes: a case study.” Managing Service Quality, Vol.14, No.6, pp.496-504, 2004.
[74]Temponi, C., Yen, J., and Tian, W. A. “House of quality: a fuzzy logic-based requirements analysis,” European Journal of Operational Research, Vol.117, Issue.2, pp.340-354, 1999.
[75]Sharma, J. R., and Rawani, A. W., “Ranking Customer Requirements into QFD by Factoring in Their Interrelationship Values,” The Quality Management Journal, Vol.14, No.4, pp.53, 2007.
[76]Jiang, J. C., Shiu, M. L., and Tu M. H., “Quality function deployment technology designed for contract manufacturing,” The TQM Magazine, Vol.19, No.4, pp.291-307, 2007.
[77]Miller, K., Brand, C., Heathcote, N., and Rutter B., “Quality function deployment and its application to automotive door design,” Proceedings of the Institution of Mechanical Engineers, Vol.219, No.12, pp.1481-1493, 2005.
[78]Rosander, A. C., “Service Industry QC-IS the Challenge Being Met,” Quality Progress September, pp.34-35, 1980.
[79]Gronroos, C., “An Applied Service Marketing Theory,” European Journal of Marketing, Vol.16, Issue7, pp.30-41, 1982.
[80]Guielford, J. P. “Fundamental Statistics in Psychology and Education,” New York : Mcgraw-Hill, 1965.
[81]Ermer, D. S., and Kniper, M. K., “Delighting the Customer : Quality Function Deployment for Quality Service Design,” Total Quality Management, Vol.9, No.4, pp.86-91, 1998.
[82]Saaty, T. L., “The Analysis Hierarchy Process – Planning, Priority Setting, Resource Allocation,” New York: McGRAW-HILL Press, 1980.
[83]Jafari, A.,Jafarian, M., Zareei, A. & Zaerpour, F., "Using Fuzzy Delphi Method in Maintenance Strategy Selection Problem," Journal of Uncertain Systems, Vol. 2, No. 4, 2008, pp. 289-298.
[84]Paul, C.L., "A Modified Delphi Approach to a New Card Sorting Methodology," Journal of Usability Studies, Vol. 4, Iss. 1, 2008, pp.7-30.
[85]Dalkey, N., and Helmer, O., “An Experimental Application of the Delphi Method to the Use of Experts,” Management Sciences, Vol.9, No. 4, 1963, pp.458-467.
[86]Kaufmann, A., and Gupta, M. M., “Fuzzy Mathematical Models in Engineering andManagement Science,” North-Holland, Amsterdam, 1988.
[87]Ishikawa, A., Amagasa,M., Shiga,T., Tomizawa, G., Tatsuta,R., & Mieno, H., “The Max-Min Delphi method and fuzzy Delphi method via fuzzy integration,” Fuzzy Sets and Systems, Vol. 55, Iss. 3, 1993, pp.241-253.

中文部分
[88]尹湘皓,營建業預售制度履約保證之研究,東海大學管理研究所碩士論文,1996。
[89]謝寶煖,服務藍圖應用於館藏管理服務品質改善之研究,圖書館與資訊研究論集:慶祝胡述兆教授七秩榮慶論文集,漢美,台北,PP.657-674,2003。
[90]曾協淳,應用創新構思問題解決法降低五階段QFD管理之衝突矛盾-以筆記型電腦主機板開發為例,台北科技大學工業工程管理系碩士論文,2009。
[91]王友村,品質機能展技術在TFT-LCD設備業售後服務之應用-已C公司為例,崑山科技大學企業管理研究所碩士論文,2008。
[92]王世旭,強化建築業客服界面經營之研究,中華大學土木學系碩士論文,2001。
[93]白金安,以遠期交易定價理論探討國內預售屋價格之研究,政治大學地政研究所博士論文,1996。
[94]任威廉,應用服務藍圖法於服務流程管理-以B2B路線貨運業為例,交通大學運輸科技與管理學系,品質學報Vol. 15, No.5,2008。
[95]朱佩如,台灣住宅預售個案中客戶變更住宅單元設計之研究,台灣科技大學建築研究所碩士論文,2000。
[96]吳立仁,產品多樣化設計方法研究,成功大學機械工程研究所碩士論文,2002。
[97]李克誠,新建房屋最佳銷售時機-融資決策與實質選擇權的配合,政治大學企業管理學系碩士論文,1999。
[98]杜歆穎,都市幽靈地景-試論台灣房屋預售制度下的接待中心與樣品屋,臺灣大學建築與城鄉研究所碩士論文,1998。
[99]杉本辰夫著,盧淵源譯,事務、營業、服務的品質管制,中興管理顧問公司,第101頁,1996。
[100]赤尾洋二,品質展開入門,陳耀茂譯,1990b。
[101]赤尾洋二,品質展開法(1),陳耀茂譯,1990c。
[102]赤尾洋二,品質機能展開之實際應用,中國生產力中心QFD小組編譯,1991。
[103]林鴻志,預售屋契約之選擇權評價與實證研究,中央大學企業管理研究所碩士論文,1996。
[104]林佑璐,家長對兒童課後照顧服務品質與滿意度之研究~以台北市公立國小低年級為例,中國文化大學生活應用科學研究所在職專班碩士論文,2006。
[105]邱永富,補習班之服務品質-以屏東縣某立案補習班為例,國立中山大學人力資源管理研究所碩士論文,2002。
[106]姜宜君,預售屋買賣定型化契約之研究,政治大學法律學研究所碩士論文,1998。
[107]洪御仁,中古屋及預售屋房價指數之建立、評估與整合─台北都會區之實證分析,政治大學地政研究所碩士論文,2006。
[108]徐憶如,從消費者保護論預售屋買賣建築業之民事責任,國立成功大學法律學研究所碩士論文,2002。
[109]張力元、張瑞芬,零售業電腦輔助品質機能展開系統之研究,管理與系統,2卷,1期,pp.31-49,1995。
[110]張志強、鄭凱文、劉武、鄭瑜君,「品質機能展開活用的台灣現況」,標準化之品質管理,Vol.47,p.37,民國83 。
[111]許良吉,兩岸預售屋交易糾紛與救濟制度之研究,中國文化大學法律學研究所碩士論文,2006。
[112]郭財吉,綠色產品設計-綠色品質機能展開,永續產業發展,第2期,pp.45-58,2002。
[113]陳宏峻,工具機開發流程導入品質機能展開(QFD)之研究,大葉大學事業經營研究所碩士論文,2008。
[114]陳首名,顧客導向之新服務開發模型-以房地產代銷為例,世新大學企業管理研究所碩士論文,2007。
[115]陳敏梁,探秘台灣代銷業,空間季刊,第一期,2006。
[116]陳淑芳,顧客關係、服務品質、品牌形象、顧客滿意度與再購意願間關係之研究-以銀行業為例,大同大學事業經營研究所碩士論文,2003。
[117]彭春貴,廣告訊息引起消費者認知與感受差異研究-以高雄地區房地產銷售為例,高雄應用科技大學商務經營研究所碩士論文,2004。
[118]游淑滿、曾明遜,預售屋代銷制度之演進及變遷,土地問題研究季刊,8卷1期,2009。
[119]黃淑芬,品質機能展開法應用於台灣地區海上客運服務品質之研究---以台灣航業公司『台華輪』為例,國立海洋大學航運管理學系碩士論文,2003。
[120]黃艷雲,品質機能展開應用於成衣設計之研究,國立成功大學碩博士班碩士論文,2004。
[121]楊長林、方孝華,模糊環境下之品質機能展開—以筆記型電腦為例,中國工業工程學會88年度年會43會論文集,1999
[122]楊錦洲,顧客服務創新價值-如何做好服務品質,紅螞蟻圖書,2001。
[123]廖偉伶,知識管理在服務創新之應用,國立成功大學工業管理科學研究所碩士論文,2003。
[124]廖嘉禾,從遠期契約與選擇權的角度論預售屋的評價,中山大學企業管理研究所碩士論文,1995。
[125]劉信邦,嬰幼兒汽車安全座椅之安全設計模式研究,國立成功大學工業設計學系碩士論文,1999。
[126]劉俊岷,服務創新、情緒體驗與忠誠意圖之關係-以主題餐廳為例,私立輔仁大學管理研究所碩士論文,2006。
[127]劉秋霞,建設公司經營與行銷策略得探討-以大漢建設為例,萬能科技大學管理研究所碩士論文,2008。
[128]劉默容,預售屋買賣之不實廣告暨其定型化契約之研究,國立中興大學法律學研究所碩士論文,1997。
[129]鄭玉惠,國際觀光旅館服務品質之研究,國立中山大學企業管理研究所碩士論文,1993。
[130]鄭武鵬,從購屋契約探討預防購屋糾紛之研究,臺灣大學建築與城鄉研究所碩士論文,1997。
[131]戴永久,「品質管理」,三民書局,台北,民國76 年。
[132]戴玉莉,整合QFD宇SQ—Need需求量表建構醫院門診服務系統,國立雲林科技大學碩士論文,2005。
[133]薛飛源,「以品質機能展開法探討博物館服務品質— 以國立故宮博物院為例」,國立台北科技大學商業自動化與管理研究所碩士論文,2000 。
[134]謝正華,品質機能展開法(QFD)應用在醫療建築計畫編定之研究,國立台灣科技大學營建工程系碩士論文,2007。
[135]謝和娟,「應用QFD建構及評估魚貨直銷中心服務品質」,國立台灣海洋大學應用經濟研究所,士論文,2003。
[136]羅子武、李志正,預售屋廣告,真實與虛擬之間,是否構成房屋委建契約內容之一部份 值得探討,營建知訊,288期,2007。
[137]蘇雲華,服務品質衡量方法之比較研究,國立中山大學企業管理研究所博士論文,1996。
[138]古秋雲,「服務品質、服務價值、顧客滿意度與顧客忠誠度關係之研究─以台灣南部某醫學中心健康檢查中心為例」,碩士論文,國立成功大學,高階管理碩士在職專班,2005。
[139]徐慧民、衛萬民與蔡佩真,「應用分析網路程序法於建設公司住宅企劃方案優先順序選擇之研究」,中華民國建築協會建築學報,第62期,2007年,第49-74頁。
[140]林政緯,單一建築物拆除工程混合物產生量推估之研究,國立中央大學營建管理研究所,碩士論文,2004。
[141]鄭滄濱,軟體組織提昇人員能力之成熟度模糊評估模式,國立台灣科技大學資訊管理所,碩士論文,2001。
[142]吳嘉文,營建知識管理績效評估模式建構之研究,國立台北科技大學土木與防災技術研究所,碩士論文,2004。


QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top