P7
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1 94 94 4 3,422 90 3296 1.03 95 3,627 Naisbitt & Aburdene(199 ) 2000 2 1995 3 1997 3 120 200 100 300 ( 199 ) 1 2 (2004 12) 1
7-ELEVEN E.O.S.( ) P.O.S.( )E.D.I.( ) 2
(Kotler, 199 Zeithaml and Bitner,199 Grönroos, 200 ) Goodwin and Ross (199 ) (service failure) Boshoff (199 ) Richins and Verhage (198 ) 36 50 Oliver and Swan(198 ) Arnold, Capella, and Smith (199 ) 3
76 Know-How : 1. 2. 3. 4. 5. 4
( 200 ) 2( Seven Tools for New Product Planning P7 ) P7 1. 2. 3. 4. 5. 5
1. 2. 3. 4. 5. 6
Gennaro (199 ) 1. 2. ( ) Tootelian (199 ) ( ) 褀 ( 89 2) (Corporate Identity System) Know-how ( ) ( ) 7
8 1997 488 1996 11% 59 120 24% 600 30 220 60 OTC 200 ( 200 ) 8
(GMP) GMP 230 2500 ( 200 ( 86 7) (Clerk Service) (Self-Selection) (Self-Service) 9
( 84 ) Nielsen Marketing Research 1992 (Over the Counter & Healthand Beauty Care Items, OTC/HBC) 40 14 ( 86 7) (Cough/Cold/Flu) (Skin Care) (Oral Hygiene) (Hair Care) (Home Medical Care/Diagnostic Kits) (Dietary Aids) (Infant Care) 10
(Feminine Hygiene) (Men s Toiletries) (Paper Products) (Internal OTC) (External OTC) (Selected Remaining Toiletries) (Sundries) ( 83 3 86 5 86 7 88 9 90 11) (Regular Chain, RC) (FranchiseChain, FC) (Voluntary Chain, VC) () (Watson s) (Mannings) 15 20 ( 86 7) ( -100 1,000 ) 11
( 81 4 83 3) 84 9 ( 87 18) () 807 (Medicine Shoppe) 35 40 25( 83 3 86 7) ( 70 ) ( 83 3 86 7) 80 () 12
( 83 3) 70 85 ( 83 3 86 7) 1994 150 2002 (World Trade Organization, WTO) 13
() ( 2003 ) 2003 500 3% () (Franchiser) (Franchisee) (CIS) ( 199 ) 14
() 1987 1989 17 ( 2003 ) () ( ) P7 15
16 1 : (199 ) : 1. 2. : (199 ) : -- 1. 2. 3. 4. : (199 ) : 1. 2. 3. 4. 5. : (199 ) : 1. 2.
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1 19
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( ) 2 2 76 386 84 183 81 45 82 24 81 181( 1 180) 81 90( 4 64) 78 50( 10 40) (2003) 21
3 44 5 4 3 2 1 SPSS Plan Card 3 22
23
24
3 25
24 ( ) 26
3 24 ( ) 27
LAYOU 28
29
4 30
4 31
32
33
34
5 35
36
5 KMO 6 KMO 37
7 38
8 39
40
41
42 9
=2.145 =1.294 =5.679 =1.305 43
=2.180 10 t.206.871-2.145 241.033* 44-2.138 231.771.034.203.652-1.294 241.197-1.285 227.272.200 9.159.003* -5.679 241.000* -5.641 227.522.000.540.463 1.305 241.193 1.305 235.489.193.090.764-2.180 241.030* -2.193 239.420.029
H 6 H 7 H 8 H 9 H 10 45
11 46
12 47
6 48
49 13
50
7 51
14 52
15 53
54
16 55
56
17 57
58
59
18 60
8 61
62
19 A B C D E 24 F G H I J 63
9 64
65
20 A B C D E 24 F G H I J 66
10 67
21 21 B C E H J 0.3750 0.3169 0.5488 0.0088 0.1849 4.5000 5.9344 B C E G J 0.3799 0.1331 0.5909 0.0195 0.1526 B C E H J 0.3692 0.5346 0.4923 0.0423 0.2231 21-30 B C E H J 0.3858 0.3071 0.5472 0.0197 0.2008 4.5000 5.776 4.5000 6.1615 4.5000 5.9606 31-40 B C E G J 0.1818 0.5000 0.4773 0.0227 0.1136 68 4.5000 5.7954
5.9606 5.7954 69
70
71
72
73
74
1. Naisbitt, J., & Aburdene, P. (1990) (1990) 2000 2. 58 89 3. (1994) - 4. - 151 81 5. - 86 6. (1998) - 7. 86 8. (1998) 9. 48 88 10. (2002) 2 11. 90 12. 93 75
13. (1997) 12 31 14. (2003a) SARS () 99pp. 34-6 15. (2003b) SARS () 100pp. 20-3 16. (1997) 31 20 17. (1993) 101pp. 112-4 18. - 31 87 19. (1998) 20. (2003) 76
21. Arnold, Danny R. Louis M. Capella and Garry D. Smith, Strategic Retail Management., MA: Addison-Wesley Publishing Company, 1991. 22. Boshoff, C., An Experimental Study of service Recovery Options, International Journal of Service Industry Management, Vol. 8, No. 2, 1997, p.110-130. 23. Gennaro, Remington: The Science & Practice of Pharmacy, Pennsylvania: Mack Publishing Company, 1995. 24. Goodwin, C. and I. Ross, Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perception, Journal of Business Research, Vol.25, 1992, p.149-163. 25. Green, P. E., Hybrid Models for Conjoint Analysis: An Expository Review, Journal of Marketing Research, Vol. 21, 1984, pp.155-169 26. Grönroos, C., Service Management and Marketing. A Customer Relationship Management Approach, John Wiley & Sons, Inc., NY, 2001, p.47-49. 27. Kotler, P., Market Management Analysis, Planning, Implementation and Control,Prentice-Hall, Englewood Cliff, New Jersey, 1991. 28. Oliver, R. L. and Swan, J. E., Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach, Journal of Marketing, Vol.53, (April), 1989, p.21-35. 29. Richins and Bronislow J. V., Seeking Redress for Consumer Dissatisfaction: The role of Attitudes and Situational Factors, Journal of Consumer Policy, Vol.8, 1985, p.29-44. 30. Tootelian, Essential of Pharmacy Management, St. Louis: Morsby, 1993. 31. Zeithaml, Valarie A. and Mary Jo Bitner, Service Marketing, New York: McGraw-Hill, 1996. 77
1. http://www.norbelbaby.com.tw/home.htm 2. http://www.watsons.com.tw/ 3. http://www.cosmed.com.tw/ 4. http://www.erx.com.tw/index.htm 5. http://www.longchain.com.tw/longchain/index.htm 78
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