Re: [情報] 服管文獻目前狀況
※ 引述《linyakon (有多疲憊 關燈才發覺)》之銘言：
此篇新增/異動同學：蔡惠智
姓 名 章 節 標 題 課本頁數
(第六版)
杜昇達 CH1 A history of research in service operations:
what's the big idea? P16
CH13 The role of relational and operational performance
in business to business customers' adoption... P338
許瑋婷 CH4 The real time service product: conquering
customer time & space P87
CH14 Cultural influences on service Quality Expectations. P360
林伯翰 CH6 What drives customer loyalty with complaint
resolution? P141
CH3 Operations as marketing:A competitive sevice strategy.P59
蕭家柔 Ch14 Growth through product-sharing services P361
Ch6 Applying cost of quality to a service business P142
蔡惠智 CH 8 The humanization of service:respect............. P194
CH18 New and improved: the story of .......... P507
<若上篇不行則改下篇>
CH 8 Driving service effictiveness........... P195
林宜靜 CH8 The impact of perceived listening behavior
in voice-to-voice service encounters P194
CH8 Consumer-to-Consumer Conversations in Service
Settings P195
林洋廣 CH4 Spark innovation through empathic desigh P88
CH5 E-Service: operating Strategy P105
陳彥安 CH6 Coping with customer complaints P141
CH4 Service design and operations strategy
formulation in multicultural market... P88
陳怡穎 CH14 The Theoretical Issues Propagated by
International Trade in Services P360
CH13 Managing Professional intellect P338
蔡逸婷 CH6 Why satisfied customers defect. P143
CH2 Lessons in the service sector. P34
朱政融 CH15 What every manager needs to know about project
management P397
CH14 Service Design and Operation strategy formulation
in Multicultural Market P361
謝欣潔
林思? CH2 The Four Service Marketing Myths:Remnants of
a Goods P34
CH4 Teaching an Old Service New Tricks: The
Promise of P87
王愉敏 CH4 The service concept: The missing link in service
design research P87
CH6 Best-practice complaint management. P143
柯慶宇 Ch4 Human issues in service design P87
CH13 Forming successful Business-to- Business P338
林介勝 CH3 Strategies and the new Economics of Information. P59
CH3 Competing on Customer Service. Harvard Business
Review P59
陳思穎 CH1 Will You Survive the Service Revolution? Harvard
Business Review P16
CH3 Exploiting the Virtual Value Chain. Harvard
Business Review P59
黃俊儒
胡伯瑜 Ch6 SERVPERF VS SERVQUALR econciling P142
CH8 Service Encounter Satisfactioin : Conceptualized P196
陳亨遠 CH4 Using a Market-utility-based Approach to Designing
Public Services: A Case Illustration from United
States Forest Service P88
CH14 Developing Global Strategies for Service Businesses P361
曾韻之 CH10 Location Planning of Airport Facilities Using
the Analytic Hierarchy Process. P254
CH14 Strategies for Globalizing Service Operations. P361
黃思瑜 CH5 Implementing Successful Self-Service Technologies P105
Ch5 Get the Right Mix of Bricks & Clicks. Harvard
Business Review P106
郭雅玲 CH5 Are Your Customers Good Enough for Your Service
Business P105
CH7 The Quality Improvement Customers Didn't Want. P173
陳培宇 CH2 The Mall Is My Factory: Reflections of a
Service Junkie P34
CH3 Discovering New Points of Differetiation . 第五版
徐 寧 CH13 Managing Relational Exchanges. P338
CH17 Selecting Profitable Hotel Sites at La Quinta
Motor Inns. P474
張姿婷 CH5 The New B2B Marketplaces. P106
CH5 E-Loyalty: Your Secert Weapon on the Web. P106
劉欣容 CH5 Syndication: The emerging model for business
in the Internet area. P106
CH6 Attributes of service quality:the customers' P143
perspective.
阿蒂姆
鄧文碩
曾善美 Ch1 The emergence of service operations management
as an academic discipline P16
Ch6 Internal service recovery: developing a new
construct P142
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※ 編輯: linyakon 來自: 122.118.76.147 (03/10 12:04)
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