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    Please use this identifier to cite or link to this item: http://ir.cnu.edu.tw/handle/310902800/28107

    標題: 咖啡連鎖店關鍵服務品質屬性確認—Kano 模式與PZB 之應用
    Applying Kano Model and PZB to Identify Critical Service Quality Attributes for Coffee Chain Stores in Tainan City
    作者: 張曜麟
    貢獻者: 嘉南藥理大學休閒事業管理研究所
    關鍵字: Kano模式
    Kano model
    service quality
    日期: 2013-12
    上傳時間: 2014-10-02 16:07:48 (UTC+8)
    摘要: 隨著台灣休閒文化的轉變,使國人對咖啡飲品的需求逐年增加,導致台灣咖啡店數量成長快速。然而,消費者在享受、品嘗之餘,對咖啡連鎖店的服務品質要求亦日益提高。有鑑於此,本研究乃利用Kano模式配合PZB服務品質量表來探討咖啡連鎖店關鍵服務品質屬性,以作為業者提昇其服務品質之參考。
    The climate to drink coffees of the nation is getting more and more popular recently, leading a fast growth of coffee chain stores. To get sufficiently understands for consumer’s needs, expectations and thoughts for applying in service design and service quality improvement is an important issue. Therefore, This study utilize Kano model combine SERVQUAL to identify critical service quality attributes for coffee chain stores. The research results reveal that there are 3 attractive quality attributes; 2 one-dimensional quality attributes; 7 must-be quality attributes and 6 indifferent quality attributes of Starbucks in Tainan. Consumers have significantly higher emphases on Responsiveness and Reliability, which are often determined by the first line workers’ service consciousness and service devotion. So managers have to focus on the training of attendants.
    關聯: 嘉南學報(人文類), n.39, pp.434-443
    Appears in Collections:[嘉南學報] 39 期 (2013)
    [休閒保健管理系(所)] 期刊論文

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