{"created":"2023-06-19T10:27:24.960013+00:00","id":45,"links":{},"metadata":{"_buckets":{"deposit":"fe541aa1-ca16-49bb-8eac-6b5f88a2fd93"},"_deposit":{"created_by":16,"id":"45","owners":[16],"pid":{"revision_id":0,"type":"depid","value":"45"},"status":"published"},"_oai":{"id":"oai:tama.repo.nii.ac.jp:00000045","sets":["1:7:23"]},"author_link":["77","78"],"item_10002_biblio_info_7":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicIssueDates":{"bibliographicIssueDate":"2000-03-01","bibliographicIssueDateType":"Issued"},"bibliographicPageEnd":"16","bibliographicPageStart":"1","bibliographicVolumeNumber":"4","bibliographic_titles":[{"bibliographic_title":"経営・情報研究　多摩大学研究紀要"},{"bibliographic_title":"Tama University Journal of Management and Information Sciences","bibliographic_titleLang":"en"}]}]},"item_10002_description_5":{"attribute_name":"抄録","attribute_value_mlt":[{"subitem_description":"　サービス品質の評価は、モノ製品の品質評価に比べて、サービス固有の特徴から来る困難性が存在する。サービスの特徴である無形性、生産と消費の同時性、異質性などが、客観的な評価を難しくするからである。こうした特徴はまた、サービスを顧客に訴求するのも困難にしている。一方、高いサービス品質を基盤に生じる顧客満足がサービスの重要なマーケティング要素であるために、サービス品質の評価は重要な研究課題でもある。\n　しかしながら、サービス品質の評価に関する先行研究は、サービスそのものの品質に焦点があるために、購入を検討する場面で必要とする他の情報が含まれていない。本稿では、全体としてのサービス商品を構成する品質カテゴリーとして、結果品質、過程品質、道具品質、費用の4つに整理した。消費者が購入を決定する場合に、全体的なサービス商品を判断するうえで必要とする情報を、この4つのカテゴリーをもとに新らしい枠組みとして提案するものである。\n","subitem_description_type":"Abstract"},{"subitem_description":"The measurement of service quality has been one of the main research topics in service marketing studies. Compared with goods, services have some difficulties in measuring quality because of some generic characteristics. Service is performance, therefore has no shape. Service results are often heterogeneous because of the nature of delivery systems which involves people. Furthermore, service are simulteously both produced and consumed.\nIn spite of these difficulties, service quality has been an important marketing issue because consumers may become satisfied or dissatisfied because of quality. In particular, repeat purchase may be effected greatly by customer satisfaction.\nThis paper aims to propose a new framework to assess the quality of services by constructing four categories of service characteristics : result quality, process quality, tool quality and cost. People can use these categories to measure the total quality of a specific service product by building questionnaires which are constructed using these categories.","subitem_description_type":"Abstract"}]},"item_10002_publisher_8":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"多摩大学経営情報学部"}]},"item_10002_source_id_11":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AA11140277","subitem_source_identifier_type":"NCID"}]},"item_10002_source_id_9":{"attribute_name":"ISSN","attribute_value_mlt":[{"subitem_source_identifier":"1342-9507","subitem_source_identifier_type":"ISSN"}]},"item_creator":{"attribute_name":"著者","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"近藤, 隆雄"},{"creatorName":"コンドウ, タカオ","creatorNameLang":"ja-Kana"}],"nameIdentifiers":[{"nameIdentifier":"77","nameIdentifierScheme":"WEKO"}]},{"creatorNames":[{"creatorName":"KONDO, Takao","creatorNameLang":"en"}],"nameIdentifiers":[{"nameIdentifier":"78","nameIdentifierScheme":"WEKO"}]}]},"item_files":{"attribute_name":"ファイル情報","attribute_type":"file","attribute_value_mlt":[{"accessrole":"open_date","date":[{"dateType":"Available","dateValue":"2020-07-13"}],"displaytype":"detail","filename":"200000400020.pdf","filesize":[{"value":"62.3 kB"}],"format":"application/pdf","licensetype":"license_note","mimetype":"application/pdf","url":{"label":"200000400020","url":"https://tama.repo.nii.ac.jp/record/45/files/200000400020.pdf"},"version_id":"488d0bb2-3912-43c1-a0b8-f13d8198f27f"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"サービス品質","subitem_subject_scheme":"Other"},{"subitem_subject":"結果と過程の等価的重要性","subitem_subject_scheme":"Other"},{"subitem_subject":"サービスの全体的質","subitem_subject_scheme":"Other"},{"subitem_subject":"ＩＳＯ","subitem_subject_scheme":"Other"},{"subitem_subject":"サーブクアル","subitem_subject_scheme":"Other"},{"subitem_subject":"顧客価値","subitem_subject_scheme":"Other"},{"subitem_subject":"サービス・マーケティング・ミックス","subitem_subject_scheme":"Other"},{"subitem_subject":"結果品質","subitem_subject_scheme":"Other"},{"subitem_subject":"過程品質","subitem_subject_scheme":"Other"},{"subitem_subject":"道具品質","subitem_subject_scheme":"Other"},{"subitem_subject":"費用","subitem_subject_scheme":"Other"},{"subitem_subject":"Service quality","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Result and process","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Total quality of service products","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"ISO","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"SERVQUAL","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Customer value","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Service marketing mix","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Result quality","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Process quality","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Tool quality","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Cos","subitem_subject_language":"en","subitem_subject_scheme":"Other"}]},"item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourcetype":"departmental bulletin paper","resourceuri":"http://purl.org/coar/resource_type/c_6501"}]},"item_title":"サービス品質の評価について","item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"サービス品質の評価について"},{"subitem_title":"Service Quality Assessment","subitem_title_language":"en"}]},"item_type_id":"10002","owner":"16","path":["23"],"pubdate":{"attribute_name":"公開日","attribute_value":"2020-07-13"},"publish_date":"2020-07-13","publish_status":"0","recid":"45","relation_version_is_last":true,"title":["サービス品質の評価について"],"weko_creator_id":"16","weko_shared_id":-1},"updated":"2023-06-19T10:47:00.269955+00:00"}