(3.238.235.155) 您好!臺灣時間:2021/05/16 16:09
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:::

: 
twitterline
研究生:林曉汶
研究生(外文):Vivienne Hsiaowen Lin
論文名稱:會議口譯服務品質模型與客戶期望分析
論文名稱(外文):SERVICE QUALITY MODEL &; EXPECTATION ANALYSIS OF CONFERENCE INTERPRETING
指導教授:陳子瑋博士
指導教授(外文):Dr. Tze-wei Chen
學位類別:碩士
校院名稱:國立臺灣師範大學
系所名稱:翻譯研究所
學門:人文學門
學類:翻譯學類
論文種類:學術論文
論文出版年:2014
畢業學年度:102
語文別:英文
論文頁數:132
中文關鍵詞:服務品質會議同步口譯客戶期望口譯員SERVQUAL專業服務滿意度客戶關係管理
外文關鍵詞:service qualityconference interpretingclient expectationinterpreterSERVQUALprofessional servicesatisfactionclient relationship management
相關次數:
  • 被引用被引用:1
  • 點閱點閱:528
  • 評分評分:
  • 下載下載:86
  • 收藏至我的研究室書目清單書目收藏:1
20世紀以來,口譯學界致力於“卓越品質”相關的研究,卻頻頻遇到瓶頸。由於缺乏一個有效度且適用於不同口譯情境與背景的品質期望測量方法,即便有許多實證研究企圖了解口譯服務使用者,卻因此無法相互比較,歸納出更進一步的結論與發展。

針對這個問題,本研究發展出會議同步口譯的服務品質模型與服務品質的測量方法,用以測量客戶對於會議同步口譯服務品質的期望。此模型和測量方法具有高度的信度,可用以了解不同地區的客戶對於會議同步口譯品質的期望,並進行比較。不同口譯服務類型或情境的研究也可以此模型與測量方法為依據,增加或修改部分服務品質項目,以應用於不同的情境。本研究跳脫目前口譯界以語言及口譯技巧為主的品質範疇,提出會議同步口譯的「功能性品質」(Functional Quality)面向,並透過實證研究證明,對於會議同步口譯客戶所認知的服務品質來說,該面向的品質與「技術性品質」(Technical Quality)同等重要。

此研究首次針對會議同步口譯客戶在「功能性品質」與「技術性品質」的期望進行研究。研究結果發現,對會議同步口譯的客戶來說,雖然一定程度的「技術性品質」是滿意度的前提,但是在此之上,「功能性品質」開始扮演更重要的角色。希望有效推展業務的口譯員,必須要意識到「功能性品質」的重要性,特別是有關「態度」與「溝通」的品質項目。

為了要證明服務品質可為會議同步口譯業務帶來優勢,本研究發現,客戶對於會議同步口譯品質的認知與其滿意度、回購意願、口碑,與溢價皆呈現高度正相關的關係。這個結果證明服務品質在會議同步口譯服務客戶的決策過程中扮演重要的角色;也意味著,為了有效提升客戶關係管理,口譯員必須同時在「功能性品質」與「技術性品質」兩方面提供優質的服務。

Since 20th Century, the conference interpreting community has been dedicating efforts in the search of “what it takes for excellence” in the profession. Regardless of the endeavors, frustrations have been experienced by the community in the pursuit of quality. With emerging efforts dedicated to understanding users, in absence of a valid quality measurement instruments that can be applied across the board, empirical studies in the field has limited comparability.

In addressing this issue, this study develops a service quality model and service quality measurement instrument to measure clients’ expectations in conference interpreting service. This model and instrument is confirmed with high validity, and can be used to learn clients’ expectations on service quality in different countries for comparison. It can also be expanded by adding/revising service dimensions or attributes for interpreting services in different settings. With this model and instrument, this study goes beyond the existing quality attributes embraced by the interpreting community which focus mainly on linguistic and interpreting skill related attributes, and introduces a new dimension of conference interpreting quality—the functional quality, then proves with findings that it is equally important as the technical quality to the clients’ perception of service quality.

As the first empirical study on client expectation regarding both the functional and technical quality attributes of conference interpreting, this study finds that though a “satisfactory level” of technical quality in conference interpreting is the prerequisite to positive quality perceptions and satisfaction of clients, beyond that level, functional quality starts to play a vital role. Interpreters who wish to advance their business should acknowledge the significance of functional quality, particularly the attributes related to attitude and communication.

In proving the advantages of service quality in the context of conference interpreting, this study finds that the perceived service quality of conference interpreting has a positive correlation with client satisfaction, repurchase willingness, word of mouth, and price premium. These findings signify the critical role service quality plays in clients’ decision making process and imply that, to ensure client retention and gain referrals, conference interpreters need to deliver satisfactory service quality in terms of both technical and functional quality.

Table of Contents i
List of Tables iv
List of Figures v
Abstract vi
摘要 viii
Chapter 1. Introduction 1
1.1 Background 1
1.2 The Scope 3
1.3 The Structure 5
Chapter 2. Literature Review 7
2.1 Service Quality of Professional Service 9
2.1.1 Service Quality Theories 9
2.1.2 Professional Service and Why Quality Matters 20
2.1.3 Application of Service Quality Theories in Professional Service Sector 21
2.2 Conference Interpreting is A Professional Service 24
2.2.1 Definition of Interpretation 24
2.2.2 Types of interpreting service 25
2.2.3 Interpreting as a Profession 27
2.3 Service Quality of Conference Interpreting 30
2.3.1 Quality in Whose Perspective? 30
2.3.2 The Norms~ Interpreters’ Perspective 31
2.3.3 Emerging Efforts in Understanding Users 34
2.3.4 Little Attention Paid to the Clients 36
2.3.5 The Missing Links and Challenges Faced 37
2.4 Service Quality, Satisfaction, and Profitability 39
2.4.1 Service Quality and Satisfaction 39
2.4.2 Service Quality and Profitability 40
2.4.3 Hypotheses on Service Quality with Satisfaction and Behavioral Intentions 42
Chapter 3. Research Methodology 45
3.1 Conceptual Model of Conference Interpreting Service Quality 47
3.1.1 Service Delivery Dimension (Functional Quality) 49
3.1.2 Service Product Dimension: Technical Quality 54
3.2 Quality Expectation Assessment Instrument of Conference Interpreting 59
3.2.1 Part I. Assessing Expectation on Functional Quality: Service Delivery Dimension 59
3.2.2 Part II. Assessing Expectation on Technical Quality: Service Product Dimension 62
3.3 Operationalization of Hypothesis 64
3.4 Survey Design 65
3.4.1 Questionnaire Development 65
3.4.2 Pilot Testing and Adjustments 66
3.4.3 Sampling Procedures 68
Chapter 4. Results 70
4.1 Sample Profiling 71
4.1.1 Profile of Practitioner Data 71
4.1.2 Profile of Client Data 73
4.2 Results – I. Service Delivery Dimension 77
4.2.1 Responses on the 13 Statements 77
4.2.2 Additional comments 84
4.3 Results – II. Service Product Dimension 85
4.3.1 Responses on the 13 Statements 85
4.3.2 Additional comments 90
4.4 Tests on Hypotheses 91
4.5 Validity Test on the Questionnaire and Instruments 93
4.6 Gap Analysis 94
Chapter 5. Discussions and Conclusions 98
5.1 Service Quality Expectations 98
5.1.1 Service Delivery 99
5.1.2 Service Product 102
5.1.3 Conclusions on Service Quality 103
5.2 Service Quality, Satisfaction, and Behavioral Intentions 105
5.3 Application of Service Quality Instrument of Conference Interpreting 106
5.4 Managerial Implication &; Recommendations 107
5.5 Limitations &; Future Research Direction 108
Reference 111
Appendix 1. Survey Questionnaire (in Chinese) —Interpreter Version 118
Appendix 2. Survey Questionnaire (in Chinese) —Client Version 122
Appendix 3. Quality Expectation Assessment Instrument of Conference Interpreting (English Version) 127
Appendix 4. Measures Accessing Satisfaction and Behavioral intentions (English Version) 130
Appendix 5. Additional Comments on Service Delivery Quality 131
Appendix 6. Additional Comments on Service Product Quality 132

Aaker, D. A. &; Jacobson, R. (1994 ). The Financial Information Content of Perceived Quality. Journal of Marketing, 58, 191-201.
Akan, P. (1995). Dimensions of service quality: a study in Istanbul. Managing Service Quality, 5(6), 39-436.
Akbaba, A. (2006). Measuring service quality in the hotel industry: a study in a business hotel in Turkey. International Hornal of Hospitality Management, 25, 170-192.
Andres, D. (2000): Konsekutivdolmetschen und Notizen. Empirische Untersuchung mentaler Prozesse bei Anfängern in der Dolmetscherausbildung und professionellen Dolmetschern, thesis, University of Vienna.
Angur, M. G., Nsataraajan, R., &; Jaheera, J.S. (1999). Service quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing, 13(3), 116-123.
Babakus, E. &; Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268.
Baldwin, A. &; Sohal, A. (2003) Service quality factors and outcomes in dental care. Managing Service Quality, 13(3), 207-216.
Berkley, B. J. &; G., A. (1994). Improving service quality with information technology. International Journal of Information Management, 14, 109-121.
Bitner, M. J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54(2), 69-82.
Bloom, P. N. (1984). Effective Marketing of Professional Services. Harvard Business Review, 5, 102-110.
Bojanic, D. C. (1991). Quality Measurement in Professional Services Firms. Journal of Professional Services Marketing, 7(2), 27-36.
Bolton, R. N. &; Drew, J.H. (1991). A Multistage Model of Customer’s Assessment of Service Quality and Value. Journal of Consumer Research, 17, 375-385.
Boulding, W.K.A., Staelin, R., &; Zeithaml, V.A. (1993). A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30, 7-27.
Brewer, J., &; Hunter, A. (1991). Multimethod research: A Synthesis of styles. Research in Nursing &; Health, 14(2), 169-170.
Broderick, A.J. and Vachirapornpuk, S. (2002). Service quality in internet banking: the importance of customer role. Marketing Intelligence &; Planning, 20(6), 327-35.
Brown, S.W. &; Swartz, T.A. (1991). An evolution of research on professional service quality. In e. Brown, S.W. (Ed.), Service Quality: Multidisciplinary and Multinational Perspectives (pp. 237-249): Lexington Books.
Brown, T.J., Gilbert A., Churchill, Jr., &; Peter, P. (1993). Improving the Measurement of Service Quality. Journal of Retailing, 69(1), 127-39
Bühler, H. (1986). Linguistic (semantic) and extra-linguistic (pragmatic) criteria for the evaluation of conference interpretation and interpreters. Multilingua - Journal of Cross-Cultural and Interlanguage Communication, 5(4), 231-235.
Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 30(1), 8-32.
Caro, L.M. &; Garcia, J.A.M. (2007). Measuring perceived service quality in urgent tranport service. Journal of Retailing and Consumer Services, 14, 66-72
Chen, K.-I. (2008). An Initial Investigation of Interpreters' Work Values and Job Satisfaction in Taiwan. Master, National Taiwan Normal University, Taipei.
Chen, T.-w. (2012). Taiwan T&;I Industry Report 2012. Taipei: National Academy for Educational Research.
Chiaro, D., &; Nocella, G. (2004). Interpreters's Perception of Linguistic and Non-Linguistic Factors Affecting Quality: A Survey through the World Wide Web. Meta: Translators' Journal, 49(2), 278-293.
Churchill, G. A., &; Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19, 491-504.
Collados Ais, A. (1998). La evaluación de la calidad en interpretación simultánea. La importancia de la comunicación no verbal. Granada: Editorial Comares.
Cook, C. &; Thompson, B. (2000). Reliability and alidity of SERVQUAL scores used to evaluate perceptions of library service quality. Journal of Academic Librarianship, 26(4), 248-258.
Cronin, J. J. &; Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
Curry, A. &; Sinclair, E. (2002). Assessing the quality of physiotherapy services using servqual. International Journal of Health Care Quality Assurance, 15(4/5), 197-204.
Dabholkar, P. A., Shepherd, C.D., &; Thorpe, D.I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 131-139.
Dagger, T. S., Sweeney, J. C., &; Johnson, L. W. (2007). A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model. Journal of Service Research, 10(2), 123-142.
Engelland, B.T., Workman, L., and Singh, M. (2000). Ensuring service quality for campus career services centers: a modiefied SERVQUAL scale. Journal of Marketing Education, 22, 236-245.
Evardsson, B. (1988). Service Quality in Customer Relationships: A Study of Critical Incidents in Mechanical Engineering Companies. The Service Industries Journal, 8(4), 427-445.
Fecikova, I. (2004), An index method of customer satisfaction. TQM Magazine, 16(1). 57-66.
Finn, D. &; L., C. (1991). An evaluation of the SERVQUAL scale in a retailing setting. Advances in Consumer Research, 18, 483-490.
Ford Motor Company (1990), Memorandum to dealers. (October 3).
Freeman, K. D., &; Dart, J. (1993). Measuring the Perceived Quality of Professional Business Services. Journal of Professional Services Marketing, 9(1), 27-47.
Gale, B. (1982). Monitoring Customer Satisfaction and Market Perceived Quality. Chicago: American Marketing AssiKiation.
Garzone, G. E. (2002). Quality and norms in interpretation Interpreting in the 21st Century: Challenges and Opportunities. Selected Papers from the First Forlì Conference on Interpreting Studies,ì 9-11 november 2000 (pp. 107-119): Amsterdam : John Benjamins Publishing Company.
Gile, D. (1990). L’évaluation de la qualité de l’interprétation par les délégués: une étude de cas. The Interpreters’ Newsletter, 3, 66-71.
Gile, D. (1991). A Communication-Oriented Analysis of Quality in Nonliterary Translation and Interpretation. In e. M. L. Larson (Ed.), Translation: Theory and Practice. Tension and Interdependence (pp. 188-200.) Binghamton NY: SUNY.
Greenwood, E. (1957). Attributes of a Profession. Social Work, 2(3), 45-55.
Greising, D. (1994). Quality: How to Make It Pay, Business Week (August 8), 54 59.
Gounaris, S. (2005). Measuring service quality in b2b services: an evaluatino of the SERVQUAL scale vis-a-vis the INDSERV scale. Journal of Service Marketing, 19(6/7), 421-435.
Gronroos, C. (1982). Strategic Management and Marketing in the Service Sector. Finland: Swedish School of Economics and Business Administration.
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44.
Gummesson, E. (1978). Toward a theory of professional service marketing. Industrial Marketing Management, 7(2), 89-95.
Gummesson, E. (1981). The Marketing of Professional Services - 25 propositions. Chicago: American Marketing Association Proceedings.
Headley, D.E. &; Miller, S.J. (1993). Measuring service quality and its relationship to future consumer behavior. Journal of health care marketing, 13(4), 32-41.
Hite, R. E., &; Fraser, C. (1988). Meta-Analysis of Attitudes Toward Advertising by Professionals. Journal of Marketing, 52, 95-105.
Jain, S. K. &; Gupta, G. (2004). Measuring Service Quality: SERVQUAL vs. SERVPERF Scales. The Journal for Decision Makers, 29(2), 25-37.
John H-F. (1988). A Conceptual Model of Service Quality. International Journal of Operations &; Production Management, 8(6), 19-29.
Johnson, W. C. &; Sirikit, A. (2002). Service quality in the Thai telecommunication industry a tool for achieving a sustainable competitive advantage. Management Decision, 40(7), 693-701.
Ju, E. M. (2009). The Professionalization of Interpreting in Taiwan: A Critical Review of Tseng’s Model. Compilation and Translation Review, 2(2), 105-125.
Kade, O. (1967). Zu einigen Besondeheiten des Simultandolmetschens. Frendsprachen, 11(1), 8-17.
Kadric, M. (2000). Dolmetschen bei Gericht. Eine interdisziplinäre Untersuchung unter besonderer Berücksichtigung der Lage in Österreich, Dissertation, Universität Wien.
Kahane, E. (2000, May, 2012). Thoughts on the quality of interpretation. Retrieved from http://aiic.net/page/197
Kalina, S. (2002). Quality in Interpreting and Its Prerequisites – A Framework for a Comprehensive View. Paper presented at the Interpreting in the 21st Century. Proceedings of the 1st Conference on Interpreting Studies. (9-11 November 2000) Forlì: University of Bologna.
Kalina, S. (2005). Quality Assurance for Interpreting Processes. Meta: Translators' Journal, 50(2), 768-784.
Kettinger, W., &; Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Siences, 25(5/6), 737-766.
Kopczynski, A. (1994). Quality in conference interpreting: Some pragmatic problems. In e. Snell-Hornby, M., Pöchhacker, F., &; Kaindl, K. (Eds.). Bridging the gap : empirical research in simultaneous interpretation. (pp. 87-99)Philadelphia: J. Benjamins.
Kurz, I. (1989). “Conference Interpreting—User Expectations,” Coming of Age. Proceedings of the 30th Annual Conference of the American Translators Association (D. L. Hammond, ed.), Medford (NJ), Learned Information, pp. 143-148.
Koska, M. T. (1990). High-Quality Care and Hospital Profits: Is There a link? Hospitals, 64, 62-63.
Kurz, I. (1993). Conference Interpretation: Expectations of Different User Groups. The Interpreters' Newsletter, 5, 13-21.
Kurz, I. (1994). What Do Different User Groups Expect from a Conference interpreter? The Jerome Quarterly, 9(2), 3-7.
Kurz, I. (1996). Simultandolmetschen als Gegenstand der interdisziplinären Forschung, Vienna, WUVUniversitätsverlag.
Kurz, I. (2001). Conference Interpreting: Quality in the Ears of the User. Meta: Translators' Journal, 46(2), 394-409.
Kusz, I., Pöchhacker, F., &; Zwischenberger, C. (2012). Quality and role: the professionals’ view. Retrieved from http://aiic.net/page/3044/.
Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1 (2), 172 - 198.
Lin, Y.-H. (2005). A Study of the Process and the Service Encounter in Interpreting Events. Master, Taiwan Normal University, Taipei.
Mack, G., &; Cattaruzza, L. (1995). User Surveys in Simultaneous Interpretation: A Means of Learning about Quality and/or Raising some Reasonable Doubts. In e. J. Tommola (Ed.), Topics in Interpreting Research in Organizational Behavior (pp. 51-68.): Turku, University of Turku.
Markovic, S. (2006). Expected service quality measurement in tourism higher education. Nase Gospodarstvo, 52(1/2), 86-95.
Marrone, S. (1993). Quality: A Shared Objective. The Interpreters’ Newsletter, 5(35-41).
Moser, P. (1995). Simultanes Konferenzdolmetschen. Anforderungen und Erwartungen der Benutzer. Endbericht im Auftrag von AIIC, Vienna, SRZ Stadt und Regionalforschung GmbH.
Moser, P. (1996). Expectations of users of conference interpretation. Interpreting, 1(2), 145-178.
Oliver, R.L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research. 17(November), 460-469.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25-48.
Patterson, P.G. &; Johnson, L.W. (1993). Disconfirmation of Expetations and the Gap Model of Service Quality: An Integrated Paradigm. Journal of Consumer Satisfaction. Satisfaction, and Comnplaining Behavior, 6, 90-99.
Patton, M.Q. (2002). Qualitative Research and Evaluation Methods. Thousand Oaks, CA: Sage Publications.
Parasuraman, A., Zeithaml, V.A., &; Berry, L.L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49 (4), p41.
Parasuraman, A., Zeithaml, V.A., &; Berry, L.L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing, 58(1), 111-24.
Peter, J. P., Churchill, G.A., &; Brown, T.J. (1993). Caution in the use of difference scores in consumer research. Journal of Consumer Research, 19, 665-662.
Peters, T.J. 1988. Thriving on Chaos. New York: Knopf.
Petty, R.E., Cacioppo, J.T., &; Schumann, D. (1983). Central and peripheral routes to advertising effectiveness. The moderating role of involvement. Journal of Consumer Research, 10(2), 135-146.
Philip, G. &; Hazlett, S.-A. (1997). The measurement of service quality: a new P-C-P attributes model. International Journal of Quality &; Reliability Management, 14(3), 260 - 286.
Phillips, L.W., Chang, D.R., &; Buzzell, R.D. (1983). Product Quality. Cost Position and Business Performance: A Test of Some Key Hypotheses. Journal of Marketing, 47, 26-43.
Pöchhacker, F. (2001). Quality Assessment in Conference and Community Interpreting. Meta: Translators' Journal, 46(2), 410-425.
Pöchhacker, F. (2004). Introducing interpreting studies. New York: Routledge.
Ranaweera, C. and Praghu, J. (2003), On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. Journal of Targeting, Measurement and Analysis for Marketing, 12(1), 82-90.

Rust, R.T., Zahorik, A.J., &; Keiningham, T.L. (1995). Retum on Quality (ROQ): Making Service Quality Financially Accountable. Journal of Marketing, 59(April), 58-70.

Rust, R.T. &; Oliver, R.L. (1994). Service quality: insights and managerial implications from the frontier. In e. Rust, R.T. &; Oliver, R.L. (Eds) Service Quality: New Directions in Theory and Practice. CA: Sage, pp. 1-19.
Reiss, K. (1983). Quality in translation oder Wann ist eine Ubersetzung gut? Babel, 29(4), 198-208.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality, 13(3), 233-246.
Sarkar, A.K. &; Saleh, F.A. (1974). The Buyer of Professional Services: An Examination of Some Key Variables in the Selection Process. Journal of Purchasing &; Materials Management, 10(1), 22.
Schjoldager, A. (1996). Assessment of Simultaneous Interpreting. In e. Dollerup, C. &; Appel, V. (Eds.), Teaching translation and interpreting 3 : new horizons : papers from the Third Language International Conference, Elsinore, Denmark, 9-11 June 1995. (pp. 187-195). Amsterdam/ Philadelphia: J. Benjamins.
Schlesinger, M. (1997). Quality in Simultaneous Interpreting. In e. Gambier, Y., Gile, G., &; Taylor C. (Eds.), Conference interpreting : current trends in research : proceedings of the International Conference on Interpreting--What Do We Know and How? (pp. 123-131) Amsterdam/ Philadelphia: J. Benjamins.
Seth, N., Deshmukh, S. G., &; Vrat, P. (2004). Service quality models: a review. International Journal of Quality &; Reliability Management, 22(9), 913-949.
Shih, J. (2004) An Initial Investigation of Conference Interpreters' Personality Profile and Anxiety Level. National Taiwan Normal University.
Swartz, T.A. &; Brown, S.W. (1989). Consumer and provider expectations and experiences evaluating professional service quality. Journal of the Academy of Marketing Science, 17(2), 189-195.
Sweeney, J. C., Soutar, G.N. and Johnson, L.W. (1997). Retail service quality and perceived value. Journal of Consumer Services, 4(1), 39-48.
Taylor, Steven A. (1993). The Roles of Service Quality, Consumer Satisfaction, and Values in Quinn's (1992) Paradigm of Services. Journal of Marketing Theory and Practice, Fall, 14-26.
Teas, K. R. (1993). Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, 57, 18-34.
Thakor, M.V. &; Kumar, A. (2000). What is a professional service? A conceptual review and bi-national investigation. Journal of Services Marketing, 14( 1), 63 - 82.
Thurmond, V. (2001). The point of triangulation. Journal of Nursing Scholarship, 33(3), 254–256.
Tseng, J. (1992). Interpreting as an emerging profession in Taiwan-a sociological model. Unpublished master thesis,. Fu Jen Catholic University, Taiwan.
van Dyke, T.P., Kappelman, L.A., &; Prybutok, V. (1997). Measuring information systems service quality: concerns on hte use of hte SERVQUAL questionnaire. MIS Quarterly, 21(2), 195-208.
Vuorikoski, A.-R. (1993). Simultaneous interpretation—User experience and expectation. In e. Picken, C. (ed.), Translation—the vital link. Proceedings of the XIIIth World Congress of FIT. (vol. 1, pp.317-327). London: Institute of Translation and Interpreting.
Vuorikoski, A.-R. (1998). User Responses to Simultaneous Interpreting. Unity in Diversity? In e. Bowker, L., Cronin, M., Kenny, D., &;Pearson, J. (Eds.), Current Trends in Translation Studies. (pp. 184-197). Manchester: St. Jerome Publishing.
Weekes, D. J., Scott, M.E., &; Tidwell, P.M. (1996). Measuring Quality and Client Satisfaction in Professional Business Services. Journal of Professional Services Marketing, 14(2), 25-37.
Wilson, A. (1972). The marketing of professional services. London: McGraw-Hill.
Woodruff, R. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
Woodside, A.G., Frey, L.L., &; Daly, R.T. (1989). Linking service quality, customer satisfaction, and behavioral intention. Health Care Marketing, 9(4), 5-17.
Zeithaml, V.A., Berry, L.L., &; Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31-46
Zeithaml, V.A., Parasuraman, A., &; Berry, L.L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York: Free Press; London: Collier Macmillan.
Zeithaml, V.A. (2000). Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science, 28(1), 67-85.
Zhang, S. (2013). China’s Services Revolution Asia Insight. San Francisco: Matthew's Asia.
周兆祥. (1997):《專業翻譯》, 香港,香港書林出版社。

連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. 游美惠(2000)。內容分析、文本分析與論述分析在社會研究的運用。《調查研究》,第八期,頁5-42。
2. 游美惠(2000)。內容分析、文本分析與論述分析在社會研究的運用。《調查研究》,第八期,頁5-42。
3. 林俊男、施孟隆、陳威佑、黃炳文(2009)。應用內容分析與集群分析法評估兩岸休閒農場網站。《臺灣農學會報》,第三卷第十期,頁197-213。
4. 林俊男、施孟隆、陳威佑、黃炳文(2009)。應用內容分析與集群分析法評估兩岸休閒農場網站。《臺灣農學會報》,第三卷第十期,頁197-213。
5. 李月蓮、蘇鑰機(2000)。電子報在資訊時代的社會功能和影響。《二十一世紀》,第五十七期,二月號,頁126-134。
6. 李月蓮、蘇鑰機(2000)。電子報在資訊時代的社會功能和影響。《二十一世紀》,第五十七期,二月號,頁126-134。
7. 許勝懋、洪百薰、洪永泰(2011)。臺灣健康危害行為監測系統之信度分析。《人文社會科學研究中心:調查研究—方法與應用》,第二十六期,頁123-159。
8. 許勝懋、洪百薰、洪永泰(2011)。臺灣健康危害行為監測系統之信度分析。《人文社會科學研究中心:調查研究—方法與應用》,第二十六期,頁123-159。
9. 盧非易(2000)。臺灣電影資料庫的建構與探討。《新聞學研究》,第六十三期,頁253-260。
10. 盧非易(2000)。臺灣電影資料庫的建構與探討。《新聞學研究》,第六十三期,頁253-260。