Show simple item record

dc.contributor國貿系
dc.contributor.author鄭紹成
dc.contributor.author洪世雄
dc.contributor.author李正綱
dc.date.accessioned2019-09-25T14:45:47Z
dc.date.available2019-09-25T14:45:47Z
dc.date.created2019-09-14 23:33
dc.date.issued1997-05
dc.identifieroai:http://ir.lib.pccu.edu.tw/:987654321/37286
dc.identifierhttp://ir.lib.pccu.edu.tw//handle/987654321/37286
dc.identifier.urihttp://hdl.handle.net/20.500.12424/313025
dc.description.abstract[[abstract]]本研究之主要題為服務業顧客轉換原因之研究,其主要研究目的係為了解台灣地 區服務業顧客轉換原因。本研究之研究方法,係採定性(qualitative)研究方法之重要事件 技術法(Critical Incident Technique),調查方式係以開放式(open-ended)問卷,由人員 進行訪談而得到顧客轉換原因資料。調查對象為教育、休閒、設備維修三類服務產業顧客 。研究結果為:顧客轉換原因可歸納為二組八類。一、企業可控制組核心服務、衍生服務(便 利、服務態度、服務環境)、價格、商業道德。二、企業不可控制組競爭、非志願性。在管 理實務上之運用,建議服務業者要:做好核心服務、掌握衍生服務、彰顯服務價值、重視商 業道德、競導向的經營。 This research, titled as "Customer Switching in Service Industry,"is an exploratory research which intends to look into the customer switching in service industry. The research method is Critical Incident Technique (CIT), which is executed with interview by openended questionnaire to collect data relating to customer switching. Samples are taken form customers in educational, leisure and maintenance service industries. From the study, We conclude two groups (8 factors)of reasons for customer switching:1.Internal Group (controllable)Core service, derviative service (convenience, service attitude and service surroundings), price, and business ethics. 2.External Group(uncontrollable) Competition, involuntary. The research suggests that service industry should make core service excellent, control derivative service, show service value, emphasize business ethics and orient to business competition.
dc.format.medium[[extent]]475 bytes
dc.languagezh_TW
dc.language.isochi
dc.relation.ispartof亞太管理評論 2:1 民86.05 頁85-98
dc.subject顧客轉換
dc.subject核心服務
dc.subject衍生服務
dc.subject商業道德
dc.subject競爭導向
dc.subjectCustomer switching
dc.subjectCore service
dc.subjectDerivative service
dc.subjectBusiness ethics
dc.subjectCompetition-oriented
dc.title服務業顧客轉換因素之研究
dc.typeArticle
ge.collectioncodeBC
ge.dataimportlabelOAI metadata object
ge.identifier.legacyglobethics:16389743
ge.identifier.permalinkhttps://www.globethics.net/gel/16389743
ge.lastmodificationdate2019-09-14 23:33
ge.lastmodificationuseradmin@pointsoftware.ch (import)
ge.submissions0
ge.oai.exportid149950
ge.oai.repositoryid3550
ge.oai.setname期刊論文
ge.oai.setspechdl_987654321_98
ge.oai.streamid2
ge.setnameGlobeEthicsLib
ge.setspecglobeethicslib
ge.linkhttp://ir.lib.pccu.edu.tw//handle/987654321/37286


This item appears in the following Collection(s)

Show simple item record