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    6. 服務品質管理

    服務品質管理

    Author 陳思倫
    Publisher 前程文化事業股份有限公司
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    Released
    2020/07/14
    Language
    Traditional Chinese
    File format
    PDF (20MB), fit in large screen and Pubook
    Pages
    320
    ID
    200183
    ISBN
    9789867239549
    Provide Adobe DRM
    Provide PDF
    Offer DRM free license
    No

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    DRM
    NT$315
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    • Intro

    • Chapters

    • Author

    .掌握服務品質的要旨
    卓越的服務品質能增加企業的忠誠顧客,並創造永續經營所需的合理利潤。要達到此等目標,需仰賴全員從上到下、從裡到外、從粗到細、從心到身、從物到人等各方面全力以赴,一切以創造顧客的高度滿意為依歸。本書內容即以此要旨為核心。
    .以實務導向為依歸
    作者將其多年教學及執行大型專案經驗,結合業界實務案例整理成書,協助讀者建構服務品質的概念、學習量測的方法,找出服務失誤並分類、及擬定補救的方式。
    .富涵完整的理論
    本書除旁徵博引國內外服務品質相關的理論與文獻以建立「服務品質管理」的理論架構,更著重國內外服務品質相關的案例以充實本書內容。讓讀者能較整體地瞭解在進行「服務品質管理」的規劃、設計、執行、控制和評估工作時,所需注意的前後秩序、相互關聯和產出後果,以及最終能落實服務品質。
    .重視觀念的應用
    本書將觀光服務的供給面與需求面相互結合,並以能高度保證服務品質的專業技術─「品質機能展開」結尾。期許企業能運用專業工具設計出符合且滿足顧客需要的產品 / 服務,並落實在卓越的服務傳遞過程之中。
    More
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    第 1 章 服務的特性、模式與產品
    第 2 章 品質和服務品質
    第 3 章 服務管理與服務品質管理
    第 4 章 政府、機構與服務員工對服務品質的責任
    第 5 章 服務品質的度量方法、模式及量表
    第 6 章 服務品質缺口與服務失誤
    第 7 章 滿意度的理論及模式
    第 8 章 服務補救
    第 9 章 服務品質機能展開
    More
    陳思倫
    學歷:
    美國密西根州立大學公園和遊憩資源系博士(1987)

    現職:
    世新大學觀光學系副教授

    經歷:
    世新大學觀光學系系主任暨研究所所長
    文化大學觀光學系副教授
    逢甲大學土地管理學系副教授
    台北市政府觀光委員會委員
    中華觀光管理學會理事暨創會理事長
    中華民國戶外遊憩學會常務理事
    美國密西根州旅遊研究中心副研究員

    研究領域:
    觀光行銷管理、觀光遊憩經濟學、觀光消費行為、觀光規劃與管理

    相關著作:觀光學
    More

    Details

    Released
    2020/07/14
    Language
    Traditional Chinese
    File format
    PDF: Fit in large screen
    Provide Adobe DRM
    Provide PDF
    Offer DRM free license
    No
    ID
    200183
    ISBN
    9789867239549

    品質管理

    服務品質

    Buy products firstAnd download app to watch

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    See more 前程文化事業股份有限公司

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    服務品質管理

    行銷管理個案

    大數據行銷

    企業勝出靠智慧

    解析觀光人力資源管理

    逐鹿全球

    行銷源典

    社會企業的發展

    行銷企劃

    解析行銷管理

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