博碩士論文 etd-0806108-232034 詳細資訊


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姓名 鄭淑貞(Shu-Chen Cheng) 電子郵件信箱 E-mail 資料不公開
畢業系所 高階經營碩士班(EMBA)
畢業學位 碩士(Master) 畢業時期 96學年第2學期
論文名稱(中) 律師角色與服務品質之研究-從經歷裁判離婚婦女角度論之
論文名稱(英) Study of the Role of a Lawyer and Quality of Legal Service ––Discussion from the Viewpoint of Women Having Experienced Divorce Judgment
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    摘要(中) 「相愛容易,相處難」,在這自我意識高漲、離婚率不斷提高的社會,離婚似乎已經非常稀疏平常,但是結婚是兩個人歡歡喜喜攜手走進婚姻,但是若進入婚姻後卻是天天哭哭啼啼,而面臨是否離婚的難題時,需要考量哪些問題,我國法律規定與實務見解如何規定,本論文將為一有系統整理與討論,讓面臨婚姻破綻之人,對於自己權益有所了解。
    又自民國78年以後,每年律師考試錄取人數大量增加,律師如何在這競爭日益激烈的市場,找到生存之道,除應加強法律上之專業外,律師業也是服務業的一環,服務業所講究的就是讓顧客感動,要讓顧客感動,首先就要了解顧客想法,如此,才能提供顧客最想要之服務,抓住顧客的心,提高顧客之滿意度,並因而建立良好口碑。本論文將藉與六位經歷過離婚官司,且與律師有過互動經驗之婦女,以深入訪談之方式,了解婦女對律師不滿之處,並從有形性、可靠性、反應性、保證性、關懷性五個不同服務構面,歸納並整理出究竟在離婚訴訟中婦女所期待律師所提供與其最重視之服務為何?以玆作為將來律師承辦該案件叁考改進之方向。
    摘要(英) Ever since 1989, the number of lawyer candidates having passed the lawyer examination has been increasing year by year. How do lawyers find their ways of survival in the keenly competitive legal market? Apart from strengthening their legal expertise, lawyers also have to pay concern for customer satisfaction because lawyer business actually belongs to service industry. To let customers feel satisfied, the first thing that lawyers should do is to understand the thinking of customers. After lawyers have understood what their customers think, they are able to provide customers with their desirable services. After a lawyer has grasped the minds of customers, a good reputation of the lawyer can be gradually cultivated. This research paper studies the divorce lawsuits of six women and their interactive experiences with lawyers. Employing the way of in-depth interviews, the study firstly understands these women’s dissatisfaction with their lawyers. And from five different service facets, including the tangibility, reliability, reactivity, guarantee nature and concern nature, the paper summarizes and rearranges the services that the women experiencing divorce lawsuits expect from their lawyers, the most significant services to these women, and the service items that they expect to see improvement from their lawyers. The research results can be a reference for future lawyers to make improvement when handling the cases of family affairs.
    According to these six interviewed women, in the facet of reliability, the most significant service to them is whether the lawyer has assisted the woman customers in attaining their expected results in the judgments. Besides, what these women expect and attach high importance to are whether their lawyers treat them with a considerate, kind and mild attitude in the process of offering professional legal service, whether their lawyers communicate with them with the greatest patience, and whether their lawyers give explanation in understandable language in the communication process with them. The lawyers are expected to give concrete suggestions for other problems derived from these women’s active proposal of lawsuits. In this way, the helplessness and uneasiness of these women caused in the process of lawsuit can be reduced, and the women’s sense of trust in their lawyers will be increased. Therefore, lawyers not only have to assist women in solving their legal disputes, but also should help them walk out of the shadow of their unhappy marriages to start another new life. Through the realm of marriage lawsuits, lawyers can also establish their reputation and acquire profits in this professional area, achieving a win-win situation in the end.
    關鍵字(中)
  • 離婚訴訟
  • 婦女
  • 服務品質
  • 關鍵字(英)
  • divorce lawsuit
  • women
  • quality of service
  • 論文目次 論文提要
    中文摘要Ⅰ
    AbstractⅡ
    目錄Ⅲ
    圖目錄Ⅴ
    表目錄Ⅴ
    第一章 緒論
    第一節 研究動機與背景1
    第二節 研究目的3
    第三節 研究流程4
    第三章 文獻探討
    第一節 我國離婚相關法令之介紹5
    第一小節 離婚法之立法沿革5
    第二小節 離婚之類型與要件6
    第三小節 裁判離婚之原因與實務見解7
    第四小節 離婚之效果 15
    第五小節 離婚後未成年子女監護問題 20
    第二節 我國律師義務之探討 28
    第一小節 先契約義務 30
    第二小節 主義務 32
    第三節 服務業與服務品質
    第一小節 服務特性與分類 39
    第二小節 品質、服務品質、服務品質模式與服務品質量表40
    第三章 研究方法與設計48
    第四章 研究分析
    第一節 個案簡介53
    第二節 婦女重視之服務品質
    第一小節 有形性57
    第二小節 可靠性59
    第三小節 反應性63
    第四小節 保證性、關懷性64
    第三節 期待與實際經驗的落差 69
    第五章 結論與建議 73
    參考文獻 74
    訪談紀錄 75
    參考文獻 1、陳智德(2002),管理顧問業服務品質、顧客滿意度與顧客忠誠度研究,國立成功大學管理學院碩士論文。
    2、李雅惠(1999),單親婦女離婚歷程之探討,東吳大學社會工作學系研究所論文。
    3、郭淑美(2004),離婚婦女爭取子女監護權歷程研究,國立高雄師範大學教育系。
    4、藍雅清(2002),律師民事責任之研究,台灣大學法律學系研究所論文。
    5、戴元卿(2000),離婚給付之研究,中央警察大學法律學系研究所論文。
    6、莊惠祺(1999),我國裁判離婚制度之檢討與立法之前瞻,東海大學法律學系研究所論文。
    7、李宏文(2003),論子女最佳利益原則」台北大學法律學系研究所論文。
    8、郭德賓(民 88),服務業顧客滿意評量模式之研究,國立中山大學企業 管理研究所未出版之博士論文
    9、司法院97年之統計資料。
    10、吳芝儀、李鳳儒譯,Michael Quinn Patton 著(1955)。質的評價與研究。台北:桂冠。
    11、胡又慧(1996),質的研究:理論方法及本土女性研究實例。台北巨流。
    12、黃俊傑(1996),離婚原因與預防。輔仁學誌-法、管理學院。
    13、陳昭如(1995),離婚之權利史、台灣女性離婚權之建立及其意義,台灣大學法律學研究所碩士論文。
    14、羅培毓(2002),從法律觀點論台灣女性離婚決定之困境,台灣大學法律學系研究所碩士論文。
    口試委員
  • 林信惠 - 召集委員
  • 林芬慧 - 委員
  • 郭峰淵 - 指導教授
  • 口試日期 2008-07-17 繳交日期 2008-08-06

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