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Title page for etd-0120117-150719


URN etd-0120117-150719 Statistics This thesis had been viewed 370 times. Download 0 times.
Author Yu-chin Kuan
Author's Email Address No Public.
Department Information Management
Year 2016 Semester 1
Degree Master Type of Document Master's Thesis
Language zh-TW.Big5 Chinese Page Count 46
Title Exploring Toward Blue Ocean Base on Service Quality Perspective: A Case Study of A Telecom in Taiwan
Keyword
  • service perspective
  • relationship
  • value-pursuit pyramid of perception context
  • beneficiary
  • server
  • server
  • beneficiary
  • value-pursuit pyramid of perception context
  • relationship
  • service perspective
  • Abstract Since clarifying "SERVICE" is not offering goods, services or mixed both, "Service Perspective" has become the prevailing trend of thought as a paradigm in this century for business. Relationship is the nature of service, so that the mutual understanding of expectation between server and beneficiary is the pivotal point for service. From the viewpoint of server, it is not an easy task to get along with beneficiary's experience. Whether employees engaged themselves in service with "Service Perspective" is another related issue. This research raised a conceptual framework: value-pursuit pyramid of perception context, hopefully, to be an instrumentality of exploring experiential expectations of beneficiaries.
    With Parasuraman & Grewal (2000) to customer loyalty expansion model (QVL), to tangible, reliability, responsiveness, assurance, empathy five dimensions and customer satisfaction. "Quality-Value-Loyalty Chain" for Parasuraman & Grewal (2000). SDL omitted the dotted line (product quality and price) and retained "Quality of Service - Perceived Value - Loyalty" as the research framework.
    And, according to an empirical case study, this research discovered that "Service Perspective" is not a unified cognition between managers and employees, and almost totally ignore redemption value.
    Finally, based on the analysis of the results of recommendations, do marketing industry in the future reference marketing activities to enhance service quality.
    Advisor Committee
  • Huei-Huang Chen - advisor
  • Files indicate in-campus access at one year and off-campus not accessible
    Date of Defense 2017-01-11 Date of Submission 2017-01-20


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