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研究生:湖茂順
研究生(外文):Mao-shun, Hu
論文名稱:華人社會網絡文化特質-「關係」對服務品質缺口的影響以台灣地區的壽險公司為案例
論文名稱(外文):Chinese cultural characteristic of social networks-guanxi to impact of service quality gap the case of insurance industry in Taiwan
指導教授:翁美玲翁美玲引用關係
指導教授(外文):Mei-Ling, Wong
學位類別:碩士
校院名稱:國立勤益科技大學
系所名稱:工業工程與管理系
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:54
中文關鍵詞:文化SERVEQUAL服務品質
外文關鍵詞:CultureService qualitySERVEQUAL
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在服務業競爭激烈的現在,如何正確衡量服務品質,掌握顧客需求,已經成為目前服務業最重要的課題。文化和經濟並非兩條平行線,它們相互影響,而華人社會網絡文化特質-「關係」不僅是界定社會人脈關係,也具有協調價值的功能,因此本研究以 SERVEQUAL 量表為基礎,在評估準則參入華人社會網絡文化特質-「關係」,提出適用於華人地區的SERVNET量表來評估服務品質,並以台灣地區的壽險產業為案例來驗證其可用性。結果證實在管理實務中,文化需要被納入考量,在跨國企業中尤其重要。
In the fierce competition of the service sector now, how to correctly measure the quality of service and master customer demand have become the most significant issue. Economics and culture are not developing as two parallel lines. They interact and affect each other reciprocally. Chinese cultural characteristic of social networks-guanxi is defined as the social contact with the coordination value function. This study, based on the SERVEQUAL scale, in assessing the criteria with aspect to Chinese cultural characteristic of social networks-guanxi, the SERVNET scale is proposed to Chinese markets for service quality evaluation, and the case of insurance industry in Taiwan is adopted to verity its validity. Results show that culture is significant in management especially in cross-cultural enterprises.
中文摘要 I
ABSTRACT II
目錄 IV
表目錄 VI
圖目錄 VII
一、 緒論 1
1.1 研究動機 1
1.2 研究目的 1
1.3研究架構 2
二、 文獻探討 4
2.1文化的重要性 4
2.2服務品質的重要 4
2.3服務品質的定義 6
2.4服務品質概念模式 7
2.5服務品質構面與SERVQUAL量表 9
2.6華人社會網絡文化特質「關係」 12
2.6.1華人社會網絡文化特質-「關係」定義 12
三、 研究假設 14
四、 個案應用與分析 18
五、 結論與建議 33
5.1結論 33
5.2研究限制與建議 33
參考文獻 34


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