101.01.

18
Chanrs@ms68.hinet.net
0955-268997
http://mypaper.pchome.com.tw/chanrs

/ /

-
-
SOGO -
-
NGH

MTP
3 C


---

1/2

2/2

:
:

:
:
:
:

Source: Adapted
from Zeithaml

(POP)

1
2 1
3

 :
:

,

..
,

( )

( )

( )

( )

*
*
*
*
* , .
.
*
*
*

, ,
,

,
,
,

( )
Shostack

17

32
32

(Bitner, Booms, Tetreault,

1990)


( )


1.

2.
3.
4.


1.

2. 3.

( )


= -

SQ

(
)



P-E>0

P-E=0

P-E<0



=

=

=

Source: Adapted from Zeithaml, Parasuraman & Berry


(O)

(P)

(P)

(I)

( )

( )

 120

-- . .

1.
2.
1.
2.
3.

1.
2.
1.
1.
1.

1. ---

2. ---
3.

1.

1.
1.
1.

1.
1.
1.
1.


6.76

50.67

42.57


100 4

20

11
3

-
-
-

60


20% 150%
40%
50%

50%

10

Source: Manhattan Consulting Group

1
2
3

Source: "Zero Defections: Quality Comes to Services", by Frederick R. Reichheld

and W. Earl Sasser, Jr., September-October 1990.

Major Accounts

Ordinary Accounts

Potential Accounts

Universal
Suspect

Prospect
Best Few

Client
Delivery
Services

1988

150 -400
65 25

Know -how


1.
2.
3.

4.

! ! !

--

--
8
--

 ???


1.
2.
3.
4.
5.
6.

7.
8.


. .
.

77


1.
2
2. 80 %

3. 12 %
70 %
4.
20 %

 -
- 2


1.

: / / /

2.

: / / /

3.

: / /

/ / /


1.
2.

3.

-
4.+

21