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  • 創業管理 創業型大學星光班 詹翔霖教授 服務行銷與PZB模式

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    詹翔霖教授，詹翔霖副教授，詹翔霖，詹仁松，詹翔霖教授，文化大學，教育，詹翔霖教授，情緒，邱毅，工作，洪蘭，顧客

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    創業管理-創業型大學星光班-詹翔霖教授-服務行銷與PZB模式

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    詹翔霖教授，詹翔霖副教授，詹翔霖，詹仁松，詹翔霖教授，文化大學，教育，詹翔霖教授，情緒，邱毅，工作，洪蘭，顧客

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    9 views13 pages

    創業管理 創業型大學星光班 詹翔霖教授 服務行銷與PZB模式

    Uploaded by

    詹翔霖
    詹翔霖教授，詹翔霖副教授，詹翔霖，詹仁松，詹翔霖教授，文化大學，教育，詹翔霖教授，情緒，邱毅，工作，洪蘭，顧客

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    of 13

    PZB

    Chanrs@ms68.hinet.net 0955-268997 http://mypaper.pchome.com.tw/chanrs

    1.

    2.

    2 5

    3.

    4. 5.

    1. 2. 3. 4.

    (intangibility) (inseparability) (variability) (perishability)

    PZB
    1. 2.

    3. 4.

    5.


    (Zeithaml,1988) characteristic ) attributes Berry (1985)

    1. 2.

    3.

    4. 5.

    RSQS(Retail Service Quality Scale)


    SERQUAL Dabholkar (1996) SERVQUAL

    RSQS(Retail Service Quality Scale) 1. 2. 3. 4. 5.

    )(Fornell 1992) (Parasuraman, Zeitthaml, and Berry, 1985) Kotler(2003)

    PZB

    1. 2. 3.

    Jones ( ( ) )

    Sasser

    1995

    ( ) Gronholdt

    Martensen

    Kristensen 2000

    ( )

    (Customer Retention)

    ( ) (Repurchase Intention) Oliver(1999) " ( ) "

    Word of Mouth Communication

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