1FQX 服務業行銷與管理試閱檔

www.wunan.com.
tw (02)27055066
www.wunan.com.tw (02)27055066
2013 GDP 73%

Made in Taiwan
Service in Taiwan
7-ELEVENHBODiscovery
JASONS UNIQLOZARA
3C
EMBA
ii
Know-how
e-mail: hope88@xuite.net
1
1 3
1 4
2 10
3 15
4 600 21
5 41
6 20 5 46
7 5 51
56
2 4P
8P/1S/1C
57
1 58
2 4P 64
3 69
1 70
2 78
3 84
4 89
1 90
2 6 98
102
iv
5 S-T-P 103
1 S-T-P 104
2 12 114
123
6 125
1 126
2 130
3 136
4 144
5 161
6 167
7 177
8 178
9 180
10 182
11 184
186
187
7 189
1 190
2 197
3 201
4 204
5 221
6 223
8 231
276
9 277
1 CRM 278
2 CRM 284
292
10 293
1 294
2 SWOT 297
3 304
4 307
5 315
11 323
1 MOT324
2 325
3 ParasuramanZeithaml Berry P-Z-B 333
338
12 339
1 340
2 346
3 S.O.P 354
4 IT 357
361
13 363
1 364
2 367
3 373
4 375
vi
14 379
1 380
2 387
3 389
4 BU 392
5 396
6 400
7 403
411
2 4P
8P/1S/1C
3
4
5 S-T-P
6
1
2
3
4 600
5
6 20
5
7 5
GDP 73%
() OECD
OECD
Era of Service Economy
() 2013 GDP 73% 60%

Charles Handy
2013
GDP 73%
60%
2013 9 GDP
6.1% 2015 12
GDP 75% 2010 554
2015 630 57.9%
65%
()
GDP
2008 70.4% 24%
1-1
2013 GDP
GDP
1.8%
GDP
GDP
25.2%
33%
73%
60%
7.0%
2013 GDP 9 GDP 12.6

73.2%
80
58.3
47.2 47.3
44.8
40 42.9
60.6
67.7
70.5
70.4
71.3
32.8
31.9
29.9
27.6
28.0
27.1
27.8 25.1
3.3
2.4
2.4
1.9
1.7
1.7
38.0
35.9
7.1
65.7
70.7 73.2
63.9
5.4 3.7
3.5
1.5
1.7
0
1981 1986 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2013
2013 12
1-1 GDP 1981-2013
2013 604 1,040

58.0%
%
60
42.4
39.8 42.3 40.1 41.5 42.8
40
20
43.8
42.1
18.8
18.6
17.5
15.3
12.9
49.8
48.1
46.3
39.9
39.1
13.0
38.7
11.5
53.2
52.4
10.5
57.3
55.0
57.9
57.7
58.0
38.2
37.2
36.0
34.8
9.6
8.2
7.5
7.3
36.8 36.8
36.4
5.9
5.3
5.1
0
1981
1984
1987
1990
1993
1996
1999
2002
2005
2013
2013 12
1-2
()
() 17%177
6.6%68.7 0.7%7.4
%
20
19.2
2013
17.0
15
10.0
10
6.6
5.8
4.0
2.2
7.3
5.9 5.8
10.5
8.6
3.1 2.9
0.7
3.4 3.2
1.9
3.3
0.9
3.2
1.6
1-3
2010
() 2010 6
IC
1-4
()
1-4 6
() OEM
1990
WTO
ECFA
() 2013
2011
() 5
2004 3
5 (1) Service(2)
Market(3) Inno-value(4) Life(5)
EmploymentBrighten Taiwans
Smile!
2004 9 20
()
(1) (2) (3)
(4) (5)
(6) (7) (8) (9)
(10) (11)
(12)
1-5
()
(1)
(2)
(3)
(1)
(7)
(2)
(8)
(3)
(9)
(4)
(5)
(10)
(11)
(6)
(12)
1-5
()
60% 74.3% 65.4%
Served by Taiwan
()
Anders Gustafson2005Competing in a Service
Economy
10
(4)
(1)
(3)
(2)
1-6
1-6
1.
2.
3.
4.
() Kotler1991
Zeithaml Berry1996
DeedProcessesPerformates
11
() Juran1974
work performed for someone else
() Buell1984
Activities
BenetsSatisfactions
() 1975
()
()
1991
Service
()
Service
1. SSsmile for everyone

2. EEexcellence in everything you do
3. RRreaching out to every customer with
hospitality
12
4. VVviewing every
customer as special
5. IIinviting your customer to
return
6. C C c r e a t i n g a w a r m
atmosphere
7. EEeye contact that shows we
care
() Alan Dutka
Alan Dutka
SincerityEmpathyReliability
ValueInteractionCompleteness
Empowerment
1-2
1-2
Alan Dutka
SincerityEmployees with polite and courteous manner.
EmpathyEmployees with the will of becoming the role of customers.
ReliabilityEmployees with professional knowledge and honest attitude.
ValueEmployees provide a service which beyond customers expectation.
InteractionEmployees with responsive manner and good communication skills.
CompletenessEmployees do their best in providing services to the customers.
EmpowermentEmployees could handle the various customers requests in time.
Dutka, Alan (1994), AMA Handbook for Customer Satisfaction, Chicago: NTC Publishing Group in
Association with American Marketing Association.
1-7
()
13
()
Inseparability
()
()
(1)
(4)
(2)
(3)
1-7
14
()
()
()
()
()
()
()
()
()
()
15
()
()
()
()
()
()
()
()
()
()
Zeithaml Bitner1996 1-3

1-4
16
1-3
Goods
Services
Resulting implications
1.
1.
(1)
(2)
(3)
(4)
2.
2.
(1)
(2)
(3)
3. 3. (1)
(2)
(3)
(4)
4.
4.
(1)
(2)
Zeithaml, Valarie A. & Mary Jo Bitner (1996), Service Marketing, McGraw-Hill, p. 28.
1-4
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
6.
2003
()
1.
17
2.
()
1.
2.
()
1.
2.
()
1.
2.
()
1.
2.
()
()
()
18
()
()
()
()
(1) (2)
(3) (4) 1-8
()
()
()
(1)
(2)
(3)
(4)
1-8
19
()
()
2001
IntangibleHeterogeneitySimultaneous production
and consumptionPerishableParasuraman, Zeithaml & Berry,
1985 1-5
() Fuchs
Fuchs
() Kotler
Kotler1997
Intangibility
InseparabilityVariabilityPerishability
()
20
1-5
()
()
()
1.
2.
3.
4.
1.
2.
3.
1.
2.
3.
4.
1.
2.
2001
()
70.4%
1.
2.
3.
4.
() Shostac
Shostac1977 1-9
21
Shostack, Lynn1977, Breaking Free from Product Marketing, Journal of Marketing, Vol. 41,
April, pp. 73-80.
1-9
600
(1)
(2) IC
(3)
(4)
(5)
(6)
(7)
(8)
(9)
(10)
(11)
(12)
(13)
17,978.27
13,355.35
12,035.98
7,900.48
5,378.82
4,624.18
4,415.76
3,648.23
3,256.76
3,072.49
2,957.65
2,119.23
1,661.92
(14)
(15)
(16)
(17)
(18)
(19)
(20)
(21)
(22)
(23)
(24)
(25)
(26)
1,214.66
1,062.18
869.04
832.05
578.82
472.52
380.98
376.63
236.14
133.44
87.50
58.33
28.72
. .
.,
2008.08
, 2014. 06
.
ISBN 978-957-11-5229-5 ()
ISBN 978-957-11-7620-8
1.2.3.
1. 2. 3.
489.67
97009174
489.1
103007600
1MCH
1FQX
275

1063394
(02)2705-5066(02)2706-6100

http://www.wunan.com.tw
106 339 4
wunanwunan.com.tw
(02)2705-5066
(02)2706-6100
0 1 0 6 8 9 5 3
http://www.wunan.com.tw
wunan@wunan.com.tw
/6
01068953
(04)2223-0891(04)2223-3549
/290
6
(07)2358-702
(07)2350-236

(04)2223-0891
(04)2223-3549
290
2 0 0 8
8

(07)2358-702
(07)2350-236
350
2014 6
500

1FQX 服務業行銷與管理試閱檔

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

1FQX 服務業行銷與管理試閱檔

Uploaded by

Copyright:

Available Formats

www.wunan.com.

2013 GDP 73%

() 2013 GDP 73% 60%

2013 GDP 9 GDP 12.6

1-1 GDP 1981-2013

2013 604 1,040

39.8 42.3 40.1 41.5 42.8

60% 74.3% 65.4%

1. SSsmile for everyone

SincerityEmployees with polite and courteous manner.

EmpathyEmployees with the will of becoming the role of customers.

ReliabilityEmployees with professional knowledge and honest attitude.

ValueEmployees provide a service which beyond customers expectation.

InteractionEmployees with responsive manner and good communication skills.

CompletenessEmployees do their best in providing services to the customers.

EmpowermentEmployees could handle the various customers requests in time.

Zeithaml Bitner1996 1-3

You might also like