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    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/112644


    Title: 如何加強服務業從業人員價值感來提升顧客價值-以貳樓餐廳為例
    How to Strengthen the Value of Service Professionals to Improve Customer Value - Taking Second Floor Restaurant as an Example
    Authors: 李湯盤
    Contributors: 季延平
    李湯盤
    Keywords: 服務業
    餐飲服務
    體驗行銷
    顧客價值
    Date: 2017
    Issue Date: 2017-09-13 14:28:35 (UTC+8)
    Abstract: 台灣的服務業在近二十年來快速掘起,已替代一二級產業成為國人主要的從業項目;而其中餐飲服務又因為文化因素,成為台灣在軟實力上不可忽視的國力,不僅東西方各式美食百花齊放,並且吸引諸多年輕人嚮往從事投入的職業。

    本研究的目的在探討如何加強服務業從業人員的價值感,進而提升顧客價值,並有機會讓整體產業再進化或增加產值,藉由員工管理、顧客價值、競爭策略分析等,找出個案公司的優點與缺點。本研究期望餐飲業,甚至是廣義的服務業者能加強運用客製化的企業精神、員工管理與體驗行銷、品牌行銷等,創造更多更獨特的差異、更高的價值、更優質的服務;同時讓從業人員與消費者能對服務業有共同的認知,為服務業的本質帶來新氣象,以達員工價值和顧客價值互相提升之目標。
    Reference: 中文部分
    1.李華璋(民國79年): 大學生工作價值觀之研究。國立彰化師範大學輔導研究所碩士論文。
    2.闕淑嫻(民國90年): 工作價值觀量表編制—以I公司為例。國立中央大學碩士
    論文。

    英文部分
    1.Brewster,C., Employee Relations, Macmillan,1989.

    2.Blyton,p.and Tumbull,p., The Dynamics of Employee Relations, Macmillan,1994.
    Fox,A., Beyond Contract, Power and Trust Relations, Faber,1974.

    3.Eugene McKenna and Nic Beech, Human Resource Management: A concise analysis, Pearson, 2013.

    4.Purcell, J. & Sisson, K., Strategies and practice in the management of industrial relations, Oxford, 1983, pp.95-120.

    5.Robert Buchele, Notes on the concept of commitment, American Journal of Sociology, 1992(66):32-42.

    6.Edgar H. Schein, Organizational Psychology, 3rd Edi., Pearson, 1979.

    7.James G. March and Herbert A. Simon, Organizations, 2nd Edi., Wiley-Blackwell, 1993.

    8.McGregor, D. M., The human side of enterprise. The Management Review, 46(11),
    1957, p22-28.

    9.J.J. Morse and J.W. Lorsch, Beyond Theory Y, HBR, May-June, 1970.

    10.William G. Ouchi, Theory Z, Avon, 1982.

    11.Peters, T. J. and R. H. Waterman, Jr., In Search of Excellence: Lessons from America`s Best-Run Companies, Harper & Row, 1982.

    12.Boyatzis, R.E. & Skelly, F., The impact of changing values on organizational life. In D.A. Kolb, I.M. Rubin & J.S. Osland (eds.), Organizational behavior: A book
    of readings, 5th edi., Englewood Cliffs, NJ: Prentice-Hall,1990.

    13.Kalleberg, A.L., Work value and job rewards: A theory of job satisfaction. American Sociological Review, 42, 1997, p124-143.

    14.Nord, W. R., Brief, A. P., Atich, J. M. & Doherty, E. M., Work Values and the conduct of organizational behavior. In G. R. Ferris and K. M. Rowlan
    (Eds).Reserch in Personal and Human Resources Management,10. 1-42. Greenwich, CT:JAI Press, 1988.

    15.Robbins, S.P., Organizational behavior: Concepts, controversies, and applications. New Jersey: Prentice- Hall, 1993.

    16.Rokeach, M., The nature of human values, The Free Press, 1973.

    17.Rounds, J.B., The comparative and combined utility of work value and interest data in career counseling with adults. Journal of Vocational Behavior, 37, 1990,pp32-45.

    18.Super, D.E., Manual for the work value inventory, Riverside Publishing Company, 1970.

    19.Zytowski, D.G., The concept of work values. Vocational Guidance Quarterly, 18, 1970, pp176-186.

    20.Alderfer (1969) . Existence,relatendness,and growth. New York:Free Press.

    21.Locke E A Latham G P. Work Motivation And Satisfaction:Light At The End Of The Tunnel. Psychology Science. 1990,(1):240-246.

    22.Goal Specificity From Goal Level. Organizational Behavior And Human Decision Processes,1989,43:270-287.

    網路部分
    1.需求層次理論,教育部教育Wiki,2017,05,21,https://pedia.cloud.edu.tw/Entry/Detail/?title=%E9%A6%AC%E6%96%AF%E6%B4%9B%E9%9C%80%E6%B1%82%E5%B1%A4%E6%AC%A1%E7%90%86%E8%AB%96

    2.ERG理論,教育部教育Wiki,2017,05,21,http://pedia.cloud.edu.tw/Entry/Detail/?title=ERG_%E7%90%86%E8%AB%96

    3.雙因素理論,MBA lib,2017,05,21,http://wiki.mbalib.com/zh-tw/%E8%B5%AB%E5%85%B9%E4%BC%AF%E6%A0%BC%E7%9A%84%E5%8F%8C%E5%9B%A0%E7%B4%A0%E6%BF%80%E5%8A%B1%E7%90%86%E8%AE%BA

    4.成就動機理論,MBA lib,2017,05,21,http://wiki.mbalib.com/zh-tw/%E9%BA%A6%E5%85%8B%E5%88%A9%E5%85%B0%E7%9A%84%E6%88%90%E5%B0%B1%E5%8A%A8%E6%9C%BA%E7%90%86%E8%AE%BA

    5.詹昭能,場地論,教育大辭書,http://terms.naer.edu.tw/detail/1311119/

    6.期望理論(Expectancy Theory),MBAlib,2017,05,21,http://wiki.mbalib.com/zh-tw/%E5%BC%97%E9%B2%81%E5%A7%86%E7%9A%84%E6%9C%9F%E6%9C%9B%E7%90%86%E8%AE%BA


    7.亞當斯的公平理論(EquityTheory),MBAlib,http://wiki.mbalib.com/wiki/%E4%BA%9A%E5%BD%93%E6%96%AF%E7%9A%84%E5%85%AC%E5%B9%B3%E7%90%86%E8%AE%BA

    8.Locke E A, Chah D O, Harrison D S, Lustgarten N. Seperating The Effects Of目標設定理論(Goal-Setting Theory) ,MBAlib,http://wiki.mbalib.com/zh-tw/%E7%9B%AE%E6%A0%87%E8%AE%BE%E5%AE%9A%E7%90%86%E8%AE%BA

    9.增強論(reinforcement_theory) ,教育部教育Wiki,http://pedia.cloud.edu.tw/Entry/Detail/?title=%E5%A2%9E%E5%BC%B7%E8%AB%96(reinforcement_theory)&search=%E4%99%B5%E6%B9%A1%E7%89%A9%E6%84%A0%E7%81%A1%E6%B1%AC%E6%95%B3%E6%8D%A5%E6%B9%B3%E2%80%A0(Jur.)%20Lindb.%20in%20Broth.%20(B00009788)

    10.鄭芬蘭,歸因論(Attribution Theory),教育大辭書,2000年12月,http://terms.naer.edu.tw/detail/1315078/

    11.亞當斯的挫折理論,MBAlib,http://wiki.mbalib.com/zh-tw/%E4%BA%9A%E5%BD%93%E6%96%AF%E7%9A%84%E6%8C%AB%E6%8A%98%E7%90%86%E8%AE%BA
    Description: 碩士
    國立政治大學
    經營管理碩士學程(EMBA)
    999320932
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0999320932
    Data Type: thesis
    Appears in Collections:[經營管理碩士學程EMBA] 學位論文

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