研究建議

一、對實務界的建議

現今企業的經營，應該著重於如何在顧客群中，發掘獲利高的客戶 群，唯有以顧客為中心，訂定有效的經營管理與營運目標，瞭解顧客需求 或創造顧客需求，保持顧客間互動良好之關係，充分掌握顧客關係之精 髓，亦必須符合既有顧客及未來潛在顧客群之期望與要求，留住既有顧客 開發新客源，建立長久的顧客關係；而眾多學者都同意「顧客關係管理」

是建立顧客忠誠度的關鍵，因此運用資訊科技來推動「顧客關係管理」，

以顧客為導向創造顧客忠誠度與企業利潤。

二、對後續研究建議

營養諮詢產業是 21 世紀，相當具有發展潛能且具有前瞻性的產業，

同時在服務品質、顧客滿意度與顧客忠誠度…等，與顧客息息相關的議題 上，都是非常值得探討的研究重點。

建議後續研究者，可以參考未來最新的相關學者文獻，提出針對營養 諮詢服務產業，有關「服務品質」、「顧客滿意度」、「顧客忠誠度」…等議 題，提出更具貢獻的研究探討。亦可引用本研究模型，進一步探討營養諮 詢中心與其他醫療服務產業，影響顧客忠誠度的影響因素，（例如：涉入 程度、服務價格、服務創新、顧客價值、顧客關係、顧客抱怨…等）；同 時，建議後續研究可以擴大研究範圍，針對台灣地區，做全面性之研究調 查，進行更臻完善的實證探討。

參考文獻

一、中文部份

王仲三(2002)：《家電門市服務品質之顧客滿意度研究》。義守大學工業工 程與管理學系碩士論文。

古秋雲、蔡明田、陳建成(2008)：《服務品質與服務價值對顧客忠誠度影響 效果之實證研究—以國立成功大學附設醫院健康檢查中心為例》，醫 管期刊，205-220。

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行政院衛生署(2005)：《慢性病營養諮詢工作手冊》。

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2001-2002，台北市：衛生署。

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余月美、張火燦(2008)：《服務品質、顧客滿意度與顧客忠誠度關係之研 究》。明新學報，34 卷 1 期：127-140。

杜佩蘭(1999)：《組織承諾、角色衝突與工作滿足及其相關因素之研究—以

高雄市政府主計處外派人員為例》。國立中山大學人力資源管理研究 所碩士論文。

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林志寰(2003)：《銀行業服務品質與顧客滿意度研究－以信用卡為例》。大 葉大學事業經營研究所碩士論文。

林叔娥(2003)：《顧客滿意度與忠誠度之關聯性研究—以某驗證公司為 例》。中原大學工業工程研究所碩士論文。

官振豐(2004)：《網路銀行客戶滿意度、忠誠度調查之實證研究－以富邦銀 行為例》。國立東華大學企業管理研究所在職專班碩士論文。

柯宜君(2000)：《消費者認知之產品品質、服務品質及價格對滿意度及忠誡 度之影響－於三種有形性比重不同產業之比較》。國立政治大學企業 管理研究所未出版碩士論文。

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以汽車修護業與產險業為例》。私立朝陽科技大學企業管理研究所碩 士論文。

洪嘉蓉(2004)：《服務品質、滿意度與忠誠度關係之研究－以中華電信公司 ADSL 顧客為例》。大葉大學資訊管理研究所碩士論文。

曾玉明(1999)：《追求卓越服務》。能力雜誌，台北：中國生產力中心。

曾正文(2001)：《消費者對服務品質的期待程度與滿意程度之研究－以電腦

門市為例》。國立中正大學企業管理研究所碩士論文。

黃偉松(2001)：《服務品質、顧客滿意度與顧客忠誠度關係之研究－以證券 商為例》。私立淡江大學管理科學研究所碩士論文。

楊錦洲(2001)：《顧客需求與滿意度調查》。台灣檢驗科技股有限公司。

楊錦洲(2002)：《服務業品質管理》。品質學會。

楊宗翰(2001)：《從服務利潤鏈的角度探討內外部服務品質與忠誠度之關係

－以花蓮地區國際觀光旅館為例》。國立東華大學企業管理研究所碩 士論文。

廖舜怡(2000)：《一對一顧客關係管理系統建構—以醫療體系為例》。國立 成功大學工業管理研究所碩士論文。

陳利光(2002)：《台灣旅行業顧客關係對顧客滿意度及忠誠度影響—台北縣 市之實證研究》。輔仁大學管理研究所碩士論文。

鍾欣蘭(2008)：《服務品質、企業形象與顧客滿意度之關聯性研究—以台灣 銀行業為例》。國立成功大學統計學研究所碩士論文。

蔡晟權(2007)：《關係行銷結合方式、服務品質對顧客滿意度與忠誠度的影 響》。國立成功大學管理學院研究所在職專班碩士論文。

蔡靜芳(2006)：《台灣地區營養師對食品營養資訊利用模式之探討》。國立 屏東科技大學食品科學系研究所碩士論文。

簡永在(2002)：《顧客關係策略與顧客價值、滿意度及行為意向關聯性之研 究》。國立台北科技大學商業自動化與管理研究所碩士論文（未出 版）。台北。

羅學文(2002)：《服務品質、服務價值、顧客滿意與行為意向之關係研究—

以國軍地區福利品供配應站為例》。國防大學國防管理學院資源管理研究 所碩士論文。

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三、網站部份

營養師中國http ://yys.5lttyy.com/ksrz/200803/80105 3.shtml http://www.minddisorders.com/Kau-Nu/Nutrition-counseling.html 營養定義

Source:http://www.minddisorders.com/Kau-Nu/Nutrition-counseling.html

附 錄 一

¡ E-Mail: lianyingtw@yahoo.com.tw

一、這個部分是想瞭解您目前主要往來的營養諮詢公司的服務品質。請

意 意 通 意 意

三、這個部分是想瞭解您的看法與心理的感受，請在詳細閱讀各項題目

三、這個部分是想瞭解您的看法與心理的感受，請在詳細閱讀各項題目

在文檔中 服務品質、顧客滿意度與顧客忠誠度關係之研究-以A營養諮詢公司為例 (頁 106-120)