第五章 結論與建議
第二節 研究限制與後續研究建議
的實務操作方能執行保全勤務，而後每年需接受定期在職訓練以提昇專業能力。
2. 實施保全人員證照制度：藉由證照制度的實施，達成保全從業人員專業化的目的，
確實提昇保全人員的素質，以最優質的服務品質回饋客戶。
保全公司自許為保全服務業，最主要的原因在於一旦裝設在現場的保全器材偵測 到有異常狀況發生時，保全公司的服務人員必需在最短的時間抵達客戶現場，將狀況 做最適當的處置，另外還有器材定期的維修保養以及顧客突發性(例如火災、設備故 障、保全系統無法解除、操作不熟悉等)的狀況等服務性的工作，故因此而稱為保全 服務業，而保全公司最主要的任務即是維護客戶現場的安全，相對顧客對於保全公司 的要求皆採取高標準，諸如保全人員的素質、保全人員抵達客戶現場的時效、狀況處 理的時效及檢修的能力都必需隨時陎對客戶的檢視，一旦人員的專業能力不夠必定會 造成客戶對保全公司的不滿，同時降低服務的品質。所以提昇服務人員的專業能力才 能提昇服務品質，而服務品質的提昇才能進一步影響企業形象、滿意度、知覺價值及 忠誠度。
參考文獻
李友錚(2005)。國家顧客滿意度指標之發展與建構。Quality Magazine，41(12)，52-56。
李奇勲(2008)。服務品質、知覺價值、滿意度及遊後行為意圖關係之探討-以休閒旅遊 業為例。顧客滿意學刊，4(2)，1-26。
陳佳宜(2004年6月)。數位化時代日本家庭保全上的佈局。新通訊元件雜誌，4(3)，45-48 陳智德(2002)。管理顧問業服務品質、顧客滿意度與顧客忠誠度研究。未出版之碩士
論文，國立成功大學管理學院碩士班，台南市。
陳 振 傑 (2008) 。 保 全 產 業 現 況 分 析 。 CSIS 戰 略 產 業 週 報 ， 取 自 http://www.csistaiwan.org/km- mater/front/bin/cglist.phtml?Category=100053
雷文谷、姚明慧、宋威穎、陳睿媫(2008) 貓空纜車遊客服務品質感受、知覺價值與 遊後行為意向之研究。休閒暨觀光產業研究，4(2)，60-70。
曾義明(2005)。企業形象與社會責任形象一致性對支持企業之影響。企業管理學報， (66)，123-147。
傅美惠(2008)。保全人員配槍問題初探～兼論保全人員配帶防暴槍執勤之可行性分 析。2006全國保全論壇，取自http://www.sca.org.tw/home/publication/002.pdf 黃俊英(2003)。行銷學的世界。台北：天下文化。
賴冠華(2005)。「企業形象」的知識系絡初探─以臺灣(地區)博碩士論文網為例。未出 版之碩士論文，世新大學公共關係計暨廣告學研究所，台北市。
鄭昆山(2004年12月5日)。台灣地區住宅竊盜與防制措施之研究。中正大學犯罪研究
中 心 ， 取 自
http://www.cib.gov.tw/CibSystem/RE_UPLOAD_FILE/200532105855.pdf
Alecia, S. (1991). P&G to tout name behind the brands. Wall Street Journal, 12(12), B1-B3.
Allred, A. T. & Addams, H. L. (2000). Service quality at banks and credit unions: What do their customers say? Managing Service Quality, 10(1), 52-60.
Anderson, E. W. & Sullivan M. W. (1993). The antecedents and consequences of consumer satisfaction for firms. Marketing science, 12(2), 125-143.
Anderson, C. & Zeithaml, C. P. (1984). Stage of the product life cycle. business strategy, and business performance. Academy of Management Journal, 27(1), 5-24.
Anderson, E. W., Fornell, C. & Lehmann, D. R. ( 1994). Customer satisfaction, market share, and profitability: Findings from sweden. Journal of Marketing, 58(3), 53-66.
Andreassen, T. W. & Lindestad, B.(1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customer with varying degress of service expertise. International Journal of Service industry
Management, 9(1), 7-23.
Bayton, J. A. (1959). Researching the corporate image. Public relation, 1(4), 3-8.
Bolton, R. N. & Drew, J. H. (1991). A multistage model of customer's assessments of service quality. Journal of Consumer Resrarch, 17(4), 375-384.
Cardozo ,R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2(3), 244-249.
Chenet, P. (1999). Service performance gap: Re-evaluation and redevelopment. Journal of
Business Research, 46(2), 13-147.
Choi, K. S., Cho, W. H., Lee, H. & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A south korean study. Juornal of Business Reaserch, 57(8), 913-921
Chang, H. T. & Yu, Y. M. (2008). Relationship among service quality, customer satisfaction, and customer loyalty. Minghsin Journal, 34(1), 127-140.
Churchill, G. A. J. & Suprenant, C.(1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Cronin, J., Brady, M. K. & Hult, G.T.M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments.
Journal of Retailing, 76(2), 193-218.
Cronin, J. J. Jr,. Brady, M. K. & Hult. G. T. M.(2002). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environment. Journal of Retailing, 76(2), 193-218.
Cronin, J. J.,& Tylor, S. A. (1992). Measureing service quality: A reexamination and extension. Jurnal of Marketing, 58(1), 55-68.
Crosby, P. R.(1979). Quility is free: The art of making quality certain. NewYork:
McGraw-Hill .
Czepiel, J. A. (1974). Perspective on consumer satisfaction. AMA Conference Proceedings,
5(7), 119-123.
Day, R. L. ( 1997). Extending the co ncept of consumer satisfaction. Atlanta. Association of
Consumer Research, 4(2), 149-154.
Deming, W. E. (1982). Improve of quality and productivity, through action by management.
National Productivity Review, 14(4), 12-22.
Dodds, B. W. & Monroe, K. B. (1985). The effects of brand and price information on subjective product evaluations. Advances in Consumer Research, 12(1), 85-90.
Dodds, W. B., Monroe, K. B. & Grewal, D. (1991). Effects of price, brand, and store information on Buyers' product evaluations. Journal of Marketing Research, 28(3), 307-319.
Engel, J. E., Blackwell, R. D. & Miniard, P. W. (1984). Consumer behavior (8th
Edition).
Chicago, MA: Dryden Press.
Etzel, M. J., Walket, B. J. & Stanton, W. J. (2001). Marketing management (12th Edition).
New York :Mcgraw-hill Inc.
Fisk, R. P. (1993). Tracking the evolution of the services marketing literature. Jorrnal of
Retailing, 69(1), 61-103.
Goetsch, D. L. & Davis, S. (1994). Introduction to total quality: Quality, productivity, competitiveness. New York: Macmillian.
Griffin, J. (1995). Customer loyalty: How to earn it, how to keep it. New York: Simmon and Schuster Inc
Gronholdt, L., Martensen, A. & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: Cross- industry differences. Total Quality Management,
11(46), 509-516.
Gronroos, C. (1984). A service quality model and its marketing implications. European
Journal of Marketing, 18(4), 36-44.
Gronroos, C. (1990). Service management and marketing. Lexington, MA: Lexington Books.
Guielford, J. P. (1965). Psychometric methods (2nd
ed). New York: McGraw-Hill.
Hair, J. F., Black, W. C , Babin, B. J., Anderson, R. E. & Tatham, R. L. (2006).
Multivariate data analysis. Upper Saddle River, NJ: Pearson Education.
Haksever, C., Render, B., Russell, R S. & Murdick, R. G. (2000). Service management and
operations (2nd ed.). Englewood Cliffs, NJ: Prentice-Hall Inc.
Hampel, D. J. (1977). Consumer satisfaction with the home buying process:
Conceptualization and dissatisfaction. Cambridge, Mass: Marketing Science Institute.
Howard, J. A. & Sheth, J. N. (1969). The theory of buyer behavior. New York: John Willy.
Hunt, H.(1977). The conceptualization and measurement of consumer satisfaction and dissatisfaction. Journal of Marketing Science, 58(1) , 41-50
Jacoby, J. & Olson, J. C. (1970). An attitudinal model of brand loyalty: Conceptual underpinnings and instrumentation research. Journal of Marketing, 159(1), 22-30.
Jones, T. O. & Sasser, W. E. J. (1995). Why satisfied customers defect. Harvard Businedd
Review. 73(6), 88-99.
Juran, J. M. (1989). A universal approach to managing for quality. quality progress, 12(1), 19-24.
Keller, K. L. (1998). Strategic brand management: building, measuring and managing
brand equity. NJ: Prentice Hall
Kennedy, S. H. (1977). Nurturing corporate images. European Journal of Marketing, 11(3), 120-164.
Kettinger, W. J. & Choong, C. L. (1997). Pragmatic perspectives on the measurement of information systems service quality. MIS Quarterly, 21(2), 223-240.
Kotler, P. (2000). Marketing management, The millennium edition. Upper Saddle River, NJ:
Prentice Hall.
Kotler, P. (1991). Marketing management: Analysis, planning, implementation and control.
(7th ed). Englewood Cliffs, NJ: Prentice Hall.
Kurtz, D. L., & Clow, E. K. (1991). A model for evaluating service quality. Journal of
Marketing Management, 1(3), 51-60.
Lovelock, C. H., & Wright, L.(2002). Principles of service marketing and management
(2nd ed.). Englewood cliffs, NJ: Prentice-Hall Inc.
Martineau, P. (1958). The personality of the retail store. Harvard Business Reviews, 36(4), 47-55.
Monroe, K. B. & Chapman, J.(1987). Framing effects on Buyers' subjective product evaluation. Advances in Consumer Research, 14(1), 193-197.
Monroe, K. B. (1990). Princing: marketing profitable decision (2nd ed). New York: Harper and Row.
Neal, W. D.(1999). Satisfaction is nice, but value drives loyalty. Juornal of Marketing
Research, 11(1), 20-23.
Nguyen, N. & Leblanc, G. (2001). Corporate image and corporate reputation in custormers' retention decision in services. Juornal of Retailing and Consumer Services, 8(4), 227-236.
Nunnally, J.C. (1967). Psychometric theory. New York: McGraw-Hill.
Oh, H. (1999). Service quality customer satisfaction and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retailing setting. Journal of Retailing, 57(1), 25-48.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York:
Irwin/McGraw-Hill.
Parasuraman, A., Zeithaml, V. A. & Berry , L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for fur ther research.
Journal of Marketing, 58(1), 111-124.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing. 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: A multiple- item scale measuring comsumer preceptions of service quality. Journal of retailing, 64(1).
12-40.
Pfaff, M.(1977). The index of customer satisfaction measurement problem and opportunity.
Marketing Science Institute, 23(1), 24-27.
Prus, A. & Brandt, D. R. (1995). Underdtanding your customer. Makteting Tools, 21(3), 10-14.
Reichheld, F. F. (1996). The loyalty effect: The hidden force behind growth, profits, and
lasting value. Boston: Harvard Business School Press.
Reichheld, F. F. & Sasser, W. F. (1990). Zreo defections: Q uality comes to services.
Harvard Business Review. 68(5), 105-111.
Riodan, C. M., Gatewood, R. D. & Bill, J. B.(1997). Corporate image: Employee reactions and implications for management corporate social performance. Journal of Business
Ethics, 16(4), 401-412.
Shoemaker, S., & Lewis, R. C.(1999). Customer loyalty: The future of hospitality marketing. International Journal of Hospitality Management, 18(4), 345-370.
Singh, J. (1991). Understandingthe structure on consumer satisfaction evaluation of service delivery. Journal of the Academy of Marketing Science, 19(3), 223-234.
Sirdeshmukh, D., Jagdip, S. & Barry, S. (2002). Consumer trust, value, and loyalty in realitional exchanges. Journal of Marketing, 66(1), 15-37.
Spector, A. J. (1961). Basic dimensions of the corporate image. Journal of Marketing,
25(6), 47-51.
Sperng, R. A. (1992). A comprehensive model of the customer satisfaction formation process. Journal of Marketing, 60(3), 15-32.
Teas, K. R. & Agarwa, S. (2000). The effect of extrinsic product cues on consumers' perceptions of quality, Sacrifices, and Value. Journal of the Academy of Marketing
Science, 28(2), 278-290.
Thaler, R. (1985). Mental accounting and consumer choice. Marketing Science, 4(3), 199-214.
Tse, D. K. & Peter C. W. (1988). Models of consumer satisfaction formation: An extension.
Journal of Marketing Research, 25(5), 204-212.
Walter, G. C. & Paul, G. W. (1970). Consumer behavior: An integrated frame work.
Homewood, IL: Richard D. Irwin.
Westbrook, R. A. (1980). Intrapersonal affective influences on consumer satisfaction with products. Journal of Consumer Research, 7(1), 49-54.
Zeithaml, V. A.(1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A. & Bitner, M. J. (1996). Service marketing. New York: McGraw-Hill.
Zeithaml, V. A., & Bitner, M. J. (2000). Service marketing, integrating customer focus
across the firm. New York: McGraw-Hill.
附 錄 A
居家保全系統服務品質調查問卷
問卷編號：
親愛的先生、小姐您好：
這份問卷針對目前正在使用居家保全系統的用戶做為調查對象以暸解居家保全 系統的服務品質滿意度，煩請您仔細閱讀每一項敘述，在適當的欄位勾選。
本研究絕對恪遵研究倫理，個人填答絕對保密，填答結果僅作為本研究分析之 依據，請您放心作答！謝謝您的合作。
敬祝 身體健康 事事如意
中華大學 科技管理研究所 指導教授：陳棟樑 博士 研 究 生：黃學仁 謹啟 中 華 民 國 九 十 八 年 六 月 五 日
壹、用戶基本資料 填答說明：
以下資料僅作為分析之用絕不對外公開，請安心做答。
1.性 別 □男 □女
2.年 齡 □21~30歲 □31~40歲 □41~50歲 □51~60歲
□61歲以上
3.教 育 程 度
□國小(含)以 下
□國(初)中 □高中(職) □專科、大學
□研究所
4.職 業 □農 □軍公教 □服務業 □自營商
□家管 □自由業 □醫師 □其他
5.家 庭 月 收 入 □5萬以下 □6~10萬 □11~15萬 □16~20萬
□20萬以上
6.居 住 區 域 □台中市 □彰化縣
7.使用保全的時間
□3個月以下 □3~6個月 □6~12個月 □1~3年
□3~5年 □5~10年 □10年以上
8.每月保全服務費
□2000(含以 下)
□2001~2500 □2501~3000 □3001~3500
□3501~4000 □4001~4500 □4501~5000 □5000以上
9.住 家 型 態 □公寓 □電梯華廈 □連棟社區別墅 □透天店陎
□獨棟別墅
請翻閱背陎繼續作答