Chanrs@ms68.hinet.

net 0955-268997
2010/08/20
http://mypaper.pchome.com.tw/chanrs








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 =
 4Q OO
IQ EQ

SQ AQ

IQ = Intelligence Quotient

EQ = Emotion Quotient

SQ =Smile Quotient

AQ = Adversity Quotient


 (service)


1.
2.
3.
 (customer service)

10
 (customer-driven organization)

 RSQS(Retail Service Quality

Scale)

SERQUAL
Dabholkar (1996) SERVQUAL



RSQS

1 )
2 )

3 )

4 )

5 )



,
,

14


 PZB
1 .


2 .


3 .

4 .




5 .


 PZB

1.
1.

2.
2.

3.
3.

Source: Adapted from Zeithaml, Parasuraman & Berry



 (customer satisfaction)
(customer satisfaction)

( )
( )


* ,
A.
B.


1. :
2. :
3. : :
4. :
5. :


1.
2.
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6.

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 5W2H
When
Who
Where
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3

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 B
Be Friendly ( )
Be Polite ( )
Be Professional ( )
Be Cautious ( )
Be Responsive ( )


1 126
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17%
36% 29%-81%

5%)






69-80%
17-32%













1

46

1

47
 CS
/ /

/ /

/

/
CSI

CS
/ /
/ CS
/ ES
SS

 -
00 !!
0
00
/
!!








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