門市營運管理課程講義 2 - AppServ Open Project...
Transcript of 門市營運管理課程講義 2 - AppServ Open Project...
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week10-18
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2. (1.6.)
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Week 12-13
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() EDIVAN
() POS
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Parsons (1993)1.
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Porter(1990)
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() EDIVAN
(bar code)
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() EDIVAN
134-13451
1. 471
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() EDIVAN
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() EDIVAN
1. (source marking)
2. (in-store marking)
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() EDIVAN
EDI(electronic data interchangeEDI)(value-added network)
EDIEDI
EDI
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() EDIVAN
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3. EDI
4. EDI
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() EDIVAN
(electronic data interchangeEDI)
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() EDIVAN
()(syntax rules)(data elements)(messages)
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EDI
EDIEDIEDIEDI()
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() EDIVAN
(Value Added NetworkVAN)VANVANEDIE-mailVAN
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VAN
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() POS
POS
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POS(point of sales)
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POS
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POS(processer)(memory)(customer dis-play)(cashier display)(keyboard) (invoice printer)(drawer)
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(processer)
(memory)
(customer display)
(cashier display)
(invoice printer)
(keyboard)
(drawer)
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() POS
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POS:
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Week 14-15
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Churchill(1992)
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Kotler(1994)()
Engel, Blackwell & Minard(1994)
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Bolton(1991)
Woodruff et al.(1993)
Spreng et al.(1996)
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(evaluation of emotion)(Spreng,1996)
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Zeithaml(1988)
Bollton & Drew(1991)
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Bollton & Drew(1991)
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Zeithaml(1988)
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Parasuraman, Zeithamel & Berry (1985)
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TQM
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TQM:
(The Association of University Programs in Health Administration)
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TQM
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()W. Edwards Deming
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Week 16-18
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(SERVICE)
S(Smile for everyone)
E(Excellence in everything you do)
R(Reaching out to every customer with hospitality)
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V(Viewing every customer as special)
I(Inviting your customer to return)
C(Creating a warm circumstance)
E(Eye contact that shows we care)
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