1 / 4

Juran Kotler,;, Buell , , ,

?????. ??????(Juran)????????????????Kotler???????????????,?????????;???????,?????????????????????Buell????????????????????????????????????????????????????????,???????????????????????????????????,??????????????????????????????,???????????????????. ?????. ???(Intangibility)??????,??????????,?????,?????????????????,???????????????????(Simultaneity)??????(Inseparability);??????,????????????????,???????????????????(Heterogeneity)?????,??????????????????????????????????????????????????????(9452

Patman
Download Presentation

Juran Kotler,;, Buell , , ,

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

    1. ?????? ??? ??????

    3. ????? ???(Intangibility) ??????,??????????,?????,?????????????????,???????????????? ???(Simultaneity) ??????(Inseparability);??????,????????????????,???????????????? ???(Heterogeneity) ?????,?????????????????????????????????????????????????? ????(Perishability) ??????,???????

    4. ????????????????~1 ????????????????,?????????? ??????????????? ??????,??????????????????;??????????,???????????????? ????????????????,?????????????????????? ??????????,????????????????????? ?????????????;???????????????

    5. ????????????????~2 ????????????????? ????????????????????????????????? ????????????????????,????????????? ????????????????????? ?????,?????????????????????????,????????????????????? ?????????????????;???????????????????

    6. Garvin????????? ????? ???????????,??????????????? ??????? ???????????????? ???????? ????????????????????,???Juran?????????? ??????? ??????????? ??????? ??????????????,??????????????????,???????????

    7. ???????~1 Sasser,Olsen?Wyckoff ????(Service level)???????,?????????????????????????????,??????????(Expected service level)???????(Perceived service level)? Parasurman?Zeithaml?Berry ????????????: ??????????????????????? ????????????,??????????????????????,???????? ??????????????????,?????????????????

    8. ???????~2 Rosander ?????????,?????????????????? ??????? ??????? ????? ????? ?????? Gronoos ??????? ????(Technical Quality)-???????????????? ????(Functional Quality)-???????,???????????????????

    9. ???????~3 Gronroos ?????????????????(Expected quality),????????????(Experienced quality),???????????????(Total perceived quality),???????????????,??????????,??????? ?????????James L. Heskett???????????????????,???????????

    10. ????????????

    11. ??????? ????(internal qualities) ????????????:????????????????????????,??????,??????????????????????????,??????????????? ????(hardware qualities) ????????????:???????,??????????????????????????,???????,????????????????????? ????(software qualities) ??????????????????????????????????????????????????????????????????? ????(time promptness) ????????????????,?????(?????)???????,????????????,?????????,?????????????????????,?????????????????,?????????? ????(psychological qualities) ??????,?????

    12. ??????~1 Sasser, Olsen, Wyckoff?1978??????????????: ??(Security):?????????????? ???(Consistency):????????????,????????????????????? ??(Attitude):????????????? ???(Completeness):???????? ???(Condition):?????????????? ???(Availability):?????? ???(Timing):??????????????

    13. ??????~2 Martin??????????????,?????????????????????????? ????,????????????? ??(accommodation) ??(anticipation) ??(timeliness) ??????(organized flow) ??(communication) ????(customer feedback) ??(supervision) ????,????????????????? ??(attitude) ??(attentiveness) ?????(tone of voice) ????(body language) ????????(naming name) ??(guidance) ?????(suggestive selling) ????(problem solving) ??(tact)

    14. ??????~3 Sasser?Olsen?Wyckoff????????????,???????????????????????,???????????,??????????????

    15. ??????

    16. ?????????

    17. ?????????~PZB?? Parasuraman? Zeithaml ? Berry ?1985????????????????(?? PZB??,??20-4??),?????????????????????????????????????????????????????????????,??????????: ??1:?????????????? ??2:???????????????? ??3:??????????????? ??4:????????????? ??5:??????????????????

    18. ??? ?????????????? ????????????????,???????????????????,??????????;????????????????????????????????,??20-5?????,???????????,??1??;????????,??1??;???????,???1??;?????:????????????????????????????????

    19. ??? ???????????????? ???????????????,??????????????????????,??????????,?????????????????????????????:???????????????????????????????????????????

    20. ??? ??????????????? ????????????????????????,???????;???????????:??????????????????????????????????????????????????????????????????????????

    21. ??? ????????????? ?????????????????????????????,??????????????????????????????????????,???????4;??:???????????????????????

    22. ??? ?????????????????? ??5???1???2???3???4????

    23. ????? ????

    24. ?????????~SERVQUAL SERVQUAL??A. Parasuraman?V. A. Zeithaml?L. L. Berry?1988????????????????????????,??????????????;????????1985?????????????,????????????,??22???????????????????????,??????????????,?????????????,????????????????

    25. SERVQUAL??????

    26. ????????? ???????? ?????????? ?????????? ????????? ????????

    27. ???????? ?????????????,???????????? ?????????????? ??????????????? ???????? ????????,??????????????

    28. ?????????? ???????? ????????????????,????????????????????? ?????????? ?????????????????????????????,????????????,???????????? ????????? ??????????????????????????,??????????????????????????????????? ????????? ???????????????????????,?????????????? ????????????? ???????????????????,??????????????????,?????????????,???????????????????????????????????????????: ??????,?????????? ?????????? ??????????,??????????

    29. ?????????? ?????? ????????????,?????????????????? ??????? ??????? ?????????,????????????????,????????,?????????? ???? ?????????????????????????????????????????? ?????????????:?????????????????????,??????????????

    30. ????????? ???:??????? ???:???????????? ???:??????????????????????????????

    31. ???????? ??????:?????????????????????????????? ???????:KJ???????????????????????PDPC?????????? ??(??)???:???????5?8???????,??????????,????????,???????????,??????????,??????????,?????????????

    32. ???????? ???????????? ???????? ????????

    33. ???????????? ????????????????:???????????????????????,??????????????? ???????????????,???????:????????????????,?????????????????????????????????????,??????????????????????,???????,???????????????????????????,?????????????,?????????????,??????????????,?????????????????????????,??????????;????????????????????????,????????????????????????????????????? ????????????:?????????????????????? ???????????:??????,????? ???????????:????????????????????,???????: ???:???????????? ???:??????????? ???:???????????,???????? ???:???????????,??????????? ?????:??????,????????,???????????????????

    34. ???????? ??????????,?????????????,?????????????????? ?????????????? ??????????????????????,????????????

    35. ???????? ?????????????? ?????????????? ???????????? ??????? ???????? ????????

More Related