1. Service quality represents one of the key concepts in services management study. Discuss the following questions in light of different service quality theories
a. Describe the measurement of service quality in terms of the disconfirmation approach and explain the factors that would affect the disconfirmation process (8%),
b. Evaluate how the disconfirmation measurement is represented within the Gaps Model of Service Quality and briefly explain how management could make use of such measurement on service improvements (6%);
c. Compare service quality in general (Servqual) and online service quality (E-S-Qual) in terms of measurement dimensions and application in different service environment (8%);
d. Discuss the role of service quality in one of the technology adoption models (8%).
D時效性。
1. Service quality represents one of the key concepts in services management study. Discuss the following questions in light of different service quality theories
a. Describe the measurement of service quality in terms of the disconfirmation approach and explain the factors that would affect the disconfirmation process (8%),
b. Evaluate how the disconfirmation measurement is represented within the Gaps Model of Service Quality and briefly explain how management could make use of such measurement on service improvements (6%);
c. Compare service quality in general (Servqual) and online service quality (E-S-Qual) in terms of measurement dimensions and application in different service environment (8%);
d. Discuss the role of service quality in one of the technology adoption models (8%).