從服務接觸談圖書館之服務環境管理

序號 4
刊名 大學圖書館
年份 1997
出版月份 10月
卷期 Vol.1 No.4
作者 謝寶煖
作者任職單位 國立台灣大學圖書館學系副教授
摘要

實體環境對顧客的行為和顧客滿意的影響,已經廣為服務管理者所重視。本文旨在介紹實體環境對顧客和員工行為的影響,探討實體證據,或稱之為服務基架,對外部行銷目標和內部組織目標的達成可以產生的助益。最後檢視服務業的研究成果,提出服務基架在圖書館管理和研究上的意涵。

關鍵字 實體證據服務基架服務接觸服務環境服務證據
頁碼 31-51
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Review
Title Managing the Physical Environment in Libraries: a Service Encountor Approach
Author Pao-nuan Hsieh
Author's title Associate Professor, Dept. and Graduate Institute of Library Science
Abstract

The impact of service providers’ physical evidence (environments) on customer behavior and satisfaction has recently gained the attention of some services marketers. The primary purpose of this paper is to explore the impact of physical evidence on the behaviors of both customers and employees, and to illustrate the ability of the physical evidence, particularly the servicescape, to facilitate achievement of organizational as well as marketing goals. By reviewing the researches conducted in service industries, the author highlights key managerial and research implications.

Keywords Physical evidenceService encounterService environmentService evidenceServicescape
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DOI