跳到主要內容

臺灣博碩士論文加值系統

(216.73.216.23) 您好!臺灣時間:2026/08/28 20:56
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:林孟宜
研究生(外文):Meng-Yi Lin
論文名稱:餐廳服務線索對體驗價值及顧客滿意之影響-以餐廳類型為干擾變數
論文名稱(外文):The Effects of Service Clues on Experience Value and Customer Satisfaction in Restaurants-The moderating effect of Restaurant Type
指導教授:曹勝雄曹勝雄引用關係
指導教授(外文):Sheng-Hshiung Tsaur
口試委員:掌慶琳駱香妃
口試委員(外文):Janet ChangHsiang-Fei Luoh
口試日期:2011-12-31
學位類別:碩士
校院名稱:中國文化大學
系所名稱:觀光休閒事業管理研究所
學門:民生學門
學類:觀光休閒學類
論文種類:學術論文
論文出版年:2011
畢業學年度:100
語文別:中文
論文頁數:130
中文關鍵詞:服務線索機械線索人員線索功能線索體驗價值
外文關鍵詞:service cluesmechanic clueshumanic cluesfunctional cluesexperience value
相關次數:
  • 被引用被引用:6
  • 點閱點閱:1024
  • 評分評分:
  • 下載下載:124
  • 收藏至我的研究室書目清單書目收藏:0
本研究探討餐廳服務線索在體驗價值、顧客滿意之因果關係。此外,以全套服務餐廳區分高級餐廳及休閒餐廳兩種類型作為干擾變數,討論其對於服務線索在體驗價值、顧客滿意之影響是否具有干擾效果。本研究採便利抽樣及網路調查法,以線性結構關係模式Lisrel 8.80版進行實證分析。正式問卷回收共計679份,刪除無效問卷後,實得有效問卷530份,有效問卷率78.06%。
服務線索用三種線索分為機械線索、人員線索及功能線索。研究結果顯示,在機械線索、人員線索及功能線索對於體驗價值具有正向且顯著之影響。在人員線索及功能線索對於顧客滿意亦具有正向且顯著之影響。然機械線索對於顧客滿意則未呈現顯著性影響。另以全套服務餐廳為干擾變數,高級餐廳在人員線索對於體驗價值具有正向且顯著之影響。休閒餐廳在人員線索對於體驗價值則未呈現顯著性影響。高級餐廳較休閒餐廳在人員的服務更能創造較高的體驗價值。體驗價值包括功利價值及享樂價值,顧客在高級餐廳得到的體驗價值顯示享樂價值較高,而休閒餐廳則是功利價值。餐廳類型對於服務線索、體驗價值及顧客滿意之關係,具有干擾效果存在。本研究研究提供研究意涵與建議,以利未來模式建立與研究方向。
關鍵字:服務線索、機械線索、人員線索、功能線索、體驗價值

The purpose of this study was to investigate the causal relationships between experience value and customer satisfaction of service clues in restaurants. Furthermore, the study distinguished between full-service restaurants, using fine dining restaurants, and casual restaurants as the moderating variables. These identify intervening effects, which are experience value and customer satisfaction of service clues. A random convenient sampling and internet survey was adopted in order to collect the data, and the compiled results were statistically analyzed based on structural equation modeling using Lisrel 8.8 version software. A total of 679 surveys were received, of which 530 valid samples were used for this study (78.06% questionnaire validity rate).
Clues were generally classified into three main categories: mechanic clues, humanic clues, and functional clues. The results revealed that mechanic clues, humanic clues, and functional clues have a positive and significant effect on experience value. The humanic clues and functional clues also have a positive and significant effect on customer satisfaction. However mechanic clues haves no significant effect on the customer satisfaction relationship. In addition, the type of restaurant has a significant moderating effect on the humanic clues to experience value. The relationship between humanic clues and experience value has no significant effect in the casual restaurants. However, service personnel in fine dining restaurants can create a higher value experience than those in casual restaurants. The experience values include utilitarian value and hedonic value, and customers can acquire more hedonic value in a fine dining restaurant. On the other hand, a customer can experience more utilitarian value in a casual restaurant. Consequently, the restaurant type can influence the effects between the service clues, experience value and customer satisfaction. Results and conclusions obtained from this study can be used in establishing research models for future study.

Keywords: service clues, mechanic clues, humanic clues, functional clues, experience value

內容目錄
內容目錄 ................................... iii
表目錄 .................................... iv
圖目錄 .................................... v
第一章 緒論.................................. 1
第一節 研究背景................................ 1
第二節 研究問題與目的............................. 3
第三節 研究範圍與對象............................. 5
第四節 研究內容與流程............................. 6
第二章 文獻回顧................................ 8
第一節 服務線索................................ 8
第二節 體驗價值................................ 22
第三節 顧客滿意................................ 27
第四節 餐廳類型................................ 33
第五節 研究變數之相關實證研究......................... 40
第三章 研究設計................................ 46
第一節 研究架構................................ 46
第二節 操作性定義............................... 47
第三節 研究假設................................ 49
第四節 問卷設計................................ 53
第五節 樣本與資料蒐集............................. 58
第六節 資料分析方法.............................. 59
第七節 問卷預試................................ 60
第四章 實證分析................................ 66
第一節 樣本結構................................ 66
第二節 研究變數之敘述性統計分析........................ 71
第三節 服務線索、體驗價值與顧客滿意實證研究模式之建立............. 77
第四節 餐廳類型對服務線索(機械、人員及功能)、體驗價值與顧客滿意之干擾效果... 88
第五節 假設檢定結果與討論........................... 92
第五章 結論與建議............................... 97
第一節 研究結論之意涵............................. 97
第二節 研究建議................................ 100
第三節 研究限制與後續研究之建議........................ 102
附錄 參考文獻................................. 104
附錄 研究問卷................................. 130
表目錄
表 2-1 體驗價值之定義............................. 23
表 2-2 顧客價值的類型............................. 25
表 2-3 顧客滿意之定義............................. 28
表 3-1 機械線索(環境因素)量表......................... 55
表 3-2 人員線索(員工因素)量表......................... 56
表 3-3 功能線索(食物因素)量表......................... 56
表 3-4 體驗價值量表.............................. 57
表 3-5 顧客滿意量表.............................. 57
表 3-6 預試之項目分析............................. 61
表 3-7 可信度高低與Cronbach’sα係數之對照表................. 62
表 3-8 預試之信度分析............................. 63
表 4-1 樣本之性別分布............................. 67
表 4-2 樣本之婚姻狀況分布........................... 67
表 4-3 樣本之年齡分布............................. 68
表 4-4 樣本之學歷分布............................. 68
表 4-5 樣本之職業分布............................. 69
表 4-6 樣本之消費停留時間分布......................... 69
表 4-7 樣本之所得分布............................. 70
表 4-8 樣本之同行用餐者分布.......................... 70
表 4-9 樣本之平均多久至該餐廳消費分布..................... 71
表 4-10 機械線索各題項回應之分佈與信度值................... 73
表 4-11 人員線索各題項回應之分佈與信度值................... 74
表 4-12 功能線索各題項回應之分佈與信度值................... 75
表 4-13 體驗價值各題項回應之分佈與信度值................... 76
表 4-14 顧客滿意值各題項回應之分佈與信度值.................. 76
表 4-15 研究模型之觀察變數參數校估結果.................... 79
表 4-16 服務線索、體驗價值與顧客滿意之估計值結果............... 80
表 4-17 平均複相關(Squared Multiple Correlation, SMC).......... 84
表 4-18 研究模型之潛在變數之組成信度..................... 84
表 4-19 潛在變數平均變異萃取量(ρvc) ..................... 85
表 4-20 相關結構係數之驗證結果........................ 86
圖目錄
圖 1-1 研究流程圖............................... 7
圖 2-1 服務環境關係模型............................ 11
圖 2-2 體驗價值的類型............................. 26
圖 2-3 餐廳類型-價格、財貨及服務的結構差異圖................. 36
圖 2-4 餐廳類型服務複雜性圖.......................... 37
圖 3-1 研究架構圖............................... 47
圖 4-1 LISREL模式之因果徑路圖.........................78
圖 4-2 服務線索(機械、人員、功能)、體驗價值與顧客滿意模式實證研究之驗證圖... 87
圖 4-3 普通餐廳服務線索(機械、人員、功能)、體驗價值與顧客滿意模式實證研究之驗證圖89
圖 4-4 高級餐廳服務線索(機械、人員、功能)、體驗價值與顧客滿意模式實證研究之驗證圖91

- 104 -
參考文獻
一、 中文部份
吳文龍(2006),觀光休閒旅館之消費者體驗研究,國立東華大學企
業管理學系未出版之碩士論文。
吳佩玲(2008),屈臣氏女性保養品體驗價值之研究,餐旅暨家政學
刊,5(3),295-310。
巫喜瑞、凌儀玲、吳貞宜(2002),實體環境管理、員工績效線索與
顧客反應間關係之實證研究,觀光研究學報,9(1),61-77。
巫喜瑞、梁榮達(2005),餐飲服務業服務接觸要素對顧客反應之影
響-劇場理論之觀點,顧客滿意學刊,1(2),183-216。
李盈蒂(2006),餐飲服務業消費者體驗對顧客反應之影響-體驗行
銷之觀點,國立東華大學企業管理學系未出版之碩士論文。
周建亨、陳津美、曾郁雯(2004),服務接觸人員行為量表之建立及
其與服務互動品質關係之研究,文大商管學報,9(2),67-84。
林陽助、林秀貞、李宜致(2007),體驗行銷、顧客滿意度與顧客忠
誠度關係之研究─以大台北地區連鎖咖啡店為例,顧客滿意
學刊,3(2),57-94
林鳳娟(2008),台北市運動主題餐廳消費者體驗行銷與體驗價值之
研究,台北市立教育大學體育教學碩士學位班未出版之碩士
論文。
- 105 -
孫路弘(1996),餐飲服務品質管理,觀光研究學報,2(1),79-91。
袁薏樺(2003),體驗行銷、體驗價值與顧客滿意關係之研究,國立
台北科技大學商業自動化與管理研究所未出版之碩士論文。
高秋英(2000),餐飲管理-理論與實務(3 版),台北:揚智。
張景盛、翁慧卿、徐村和(2007),服務接觸之架構模式與實證研究,
正修學報,20,217-236。
許以玟(2008),科技型服務接觸對關係行銷與顧客忠誠度之影響-
以百貨公司網路自助服務為例,中山大學傳播管理研究所未
出版之碩士論文。
陳宏斌、胡俊傑、林世能(2007),茶園觀光客之旅遊體驗品質、旅
遊體驗價值、滿意度與忠誠度之研究,管理實務與理論研
究,1(4),107-123。
黃芳銘(2010),結構方程模式理論與應用,台北:五南圖書出版。
黃映瑀(2005),體驗行銷、體驗價值、顧客滿意、品牌形象與行為
意向關係之研究,大葉大學事業經營研究所未出版之碩士論
文。
楊涵穎(2008),體驗行銷、體驗價值、與品牌忠誠度關係之研究-
以「EASY SHOP」概念店為例,佛光大學管理學系碩士班
未出版之碩士論文。
葉美玲,高美玲(1999),結構方程模式與線性結構關係之簡介,護
- 106 -
理研究,7(5),490-497 。
詹益政、黃清浲(2006),餐旅業經營管理(2 版),台北:五南。
鄭家宜(2009),社會線索與選擇問題對顧客忠誠度影響之初探,銘
傳大學管理學報,26(5),533-557。
蕭文龍(2008),多變量分析最佳入門實用書SPSS+LISREL(SEM),
台北:基峰資訊股份有限公司。
蕭至惠、許志賢、許世芸、許書銘(2007),探討商店環境刺激對消
費者情緒與購物價值之影響,運動休閒餐旅研究,2(2),
48-66。
簡彩完(2006),布魯樂谷與八仙海岸主題遊樂園體驗價值之研究,
運動與遊憩研究,1(2),84-100。
簡彩完、李世昌、黃長發(2007),台中地區室內游泳池消費者體驗
價值之研究,生物與事業休閒研究,5(1),104-115。
二、英文部份
Acebrón, L. B. & Dopico, D. C. (2000). The importance of intrinsic
and extrinsic cues to expected and experienced quality: An empirical
application for beef. Food Quality and Preference, 11(3),
229-238.
Adams, J. S. (1965). Inequity in social exchange. In L. Berkowitz
(Ed.). Advances inexperimental social psychology 2. New York:
Academic Press.
- 107 -
Anderson, E. W., & Fornell, C. (1993). A customer satisfaction research
prospectus. In R. L. Oliver & T. R. Rust (Eds.), Service
quality: New directions in theory and practice (pp.239-266).
Newbury Park, CA: Sage.
Anderson, R. E. (1973). Consumer dissatisfaction: the effect of disconfirmed
expectancy on perceived product performance. Journal
of Marketing Research, 10(1), 38–44.
Babin, Darden & Griffin. (1994). Measuring Hedonic and Utilitarian
Shopping Value, Journal of Consumer Research, 20(4),
644-656.
Bagozzi, R. P., Yi, Y., & Philips, L. W. (1991). Assessing construct validity
in organizational research. Adiministrative Science Quarterlt,
36(3), 421-458.
Baker, J. (1987). The role of environment in marketing service: the
consumer perspective, in Czepeil, J.A., Congram, C.A. and
Shanahan, J. (Eds), The Service Challenge: Integrating for
Competitive Advantage, American Marketing Association, Chicago,
IL, 79-84.
Baker, J., Levy, M., & Grewal, D. (1992). An experimental approach
to making retail store environmental decisions. Journal of Retailing,
68(4), 445-460.
Baker, J., Parasuraman, A., Grewal, D. & Voss, G.B. (2002). The in-
108 -
fluence of multiple store environment cues on perceived merchandise
value and patronage intentions, Journal of Marketing,
66(2), 120-41.
Baron, R. A. (1990). Lighting as a source of positive affect, Progressive
Architecture, 71, 123-124.
Bennett, C. (1977). Evaluating service encounters:The effects of
physical surroundings and employee responses. Journal of marketing,
54, 69-82.
Berlyne, D. E. (1971). Aesthetics and Psychobiology. New York: Appleton-
Century-Crofts.
Berry, L. L. & Carbone, L. P. (2007). Build loyalty through experience
management. QUALITY PROGRESS, 26-32.
Berry, L. L. & Parasuraman, A. (1991). Marketing Services: Competing
Through Quality. New York: The Free Press.
Berry, L. L. (1980).Services Marketing is Different, Business, 30,
24-29.
Berry, L. L., & Bendapudi, N. (2003). Clueing in customers. Harvard
Business Review, 81(2), 100-106.
Berry, L. L., & Lampo, S. S. (2004). Branding labour-intensive services.
Business Strategy Review, 15(1), 18-25.
- 109 -
Berry, L. L., Carbone, L. P. & Haeckel, S. H. (2002). Managing the
Total Customer Experience. MIT SLOAN MANAGEMENT REVIEW,
85-89.
Berry, L. L., Wall, E. A., & Carbone, L. P. (2006).Service Clues and
Customer Assessment of the Service Experience : Lessons from
Marketing. Academy of Management Perspectives, 43-57.
Bitner, M. J., Booms, B. H. & Tetreault M. S. (1990). “The Service
Encounter: Diagnosing Favorable and Unfavorable Incidents.”
Journal of Marketing, 54(1), 71-84.
Bitner, M. J. (1990). Evaluating service encounters: The effects of
physical surroundings and employee responses. Journal of Marketing,
54, 69-82.
Bitner, M. J. (1992). Servicescapes:The impact of physical surroundings
on customers and employees. Journal of Marketing,56(2),
57-71.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service
encounters: The employee viewpoint. Journal of Marketing, 58
(4), 95-106.
Bitner, M. J., Hubbert, A. R. & Zeithaml, V. A. (1997). “Customer
contributions and roles in service delivery”, International Journal
of Service Industry Management, 8(3), 193-205.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dy-
110 -
namic process model of service quality: From expectations to
behavioral intentions. Journal of Marketing Research, 30(1),
7-27.
Bowen, D. E., & Schneider, B. (1985). Boundary-spanning role employees
and the service encounter: Some guidelines for management
and research. in The service encounter: Managing employee/
customer interaction in service businesses, (ed). J. A.
Czepiel, M. R. Solomon, and C. F. Surprenant, 7-27. Lexington,
MA: Lexington Books.
Butz, H. E. & Goodstein, L. D. (1996). Measuring of customer value;
gaining the strategic advantage, Organizational Dynamics,
24(3), 63-77.
Carbone, L. P. (2004). Clued in: How to keep customers coming back
again and again: Upper Saddle River, NJ: Finance Times Prentice
Hall.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation
and Satisfaction. Journal of Marketing Research, 2,
244-249.
Chandon, J. L., Leo, P. Y. & Philippe, J. (1997). Service encounter
dimensions – a dyadic perspective: measuring the dimensions of
service encounters as perceived by customers and personnel,
International Journal of Service Industry Management, 8(1),
65-86.
- 111 -
Churchill, G. A. & Surprenant, C. (1982). An Investigation into the
determinants of customer satisfaction, Journal of Marketing
Research, 19(November), 491-504.
Clark, M. A., & Wood, R. C. (1999). Consumer loyalty in the restaurant
industry: a preliminary exploration of the issues. British
Food Journal, 101(4), 317–326.
Cortese, A. (2003). Fine dining? Just across the lobby: Some of the
best new restaurants are popping up in hotels. Business Week,
130-131.
Cox, A. D., Cox, D., & Anderson, R. D. (2003). Reassessing the
pleasure of store shopping, Journal of Business Research,
58(3), 250-259.
Coye, R. W. (2004). Managing customer expectations in the service
encounter, International Journal of Service Industry Management,
15(1), 54-71.
Crane, F. G., & Clarke. T. K. (1988). The identification of evaluative
criteria and cues used in selecting services, The Journal of Services
Marketing, 2(2), 53-59.
Croini, J., & Taylor, S. A. (1992). Measuring service quality: A
re-examination and extension. Journal of Marketing, 56(2),
55-68.
Cronin, J. J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the
- 112 -
effects of quality, value and customer satisfaction on consumer
behavioral intentions in service environments, Journal of Retailing,
76(2), 193–218.
Czepiel, J., Solomon, M., Surprenant, C., & Gutman, E. (1985). Service
encounters: An overview. In J. Czepiel, M. Solomon, C.
Surprenant, & E. Gutman (Eds), The service encounter(
pp.3-15).Lexington, MA: Lexington Books.
Daniel, K. & Darby, D. N. (1997). A dual perspective of customer orientation:
a modification, extension and application of the SOCO
scale, International Journal of Service Industry Management,
8(2), 131-147.
Day, R. L. (1984). Modeling choices among alternative responses to
dissatisfaction. Advances in Consumer Research, 11(1),
496-499.
Delwiche, J. (2004). The impact of perceptual interactions on perceived
flavor. Food Quality and Preference, 15(2), 137-146.
DeVellis, R. F. (1991). Scale development theory and applications.
London: Sage.
Dube’, L., Renaghan, L. M., & Miller, J. M. (1994) Measuring customer
satisfaction for strategic management. Cornell Hotel and
Restaurant Administration Quarterly , 35(1), 39-47.
Ekinci, Y., Dawes, P. L., & Massey, G. R. (2008). An extended model
of the antecedents and consequences of consumer satisfaction
- 113 -
for hospitality services. European Journal of Marketing, 42(1/2),
35-68.
Fornell, C. ( 1992). A national customer satisfaction barometer: The
Swedish experience. Journal of Marketing, 55, 1-21.
Fuchs, M. (2004). Destination benchmarking - an indicator's potential
for exploring guest satisfaction. Journal of Travel Research,
58 (3), 1–25.
Fuller, J. & Matzler, K. (2008). Customer delight and market segmentation:
an application of the three-factor theory of customer satisfaction
on life style groups. Tourism Management, 29(1),
116-125.
Gallarza, M. G., & Gil-Saura, I. G. (2006). Value dimensions, perceived
value, satisfaction and loyalty: an investigation of university
students’ travel behaviour. Tourism Management, 27,
437–452.
Grove, S. J., Fisk, R. P. & Dorsch, M. J. (1998). Assessing the theatrical
components of the service encounter: A cluster analysis examination.
Service Industries Journal, 18(3), 116-134.
Guiry, M. (1992). Consumer and employee roles in service encounters,
Advances in Consumer Research, 19, 666-672.
Ha, J., & Jang, S. (2010). Effects of service quality and food quality:
The moderating role of atmospherics in an ethnic restaurant
- 114 -
segment. International Journal of Hospitality Management.
29(3), 520-529.
Haeckel, S. H., Carbone, L. P., & Berry, L. L. (2003). How to lead the
customer experience. Marketing Management, 12(1), 18 –23.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998).
Multivariate data analysis (5th edn). Prentice Hall International:
UK.
Han, H., Back, K. J., & Barrett, B. (2010). A consumption emotion
measurement development: a full-service restaurant setting. The
Service Industries Journal, 30(2), 299–320.
Han, M. J. (1992). A Survey of college student behaviors on quick service
restaurants in Seoul area. Korean Journal of Dietary Culture,
7(2), 91-96.
Hartline, M. D., & Jones, K. C. (1996). Employee performance cues
in a hotel service environment: Influence on perceived service
quality, value, and word-of-mouth intentions. Journal of Business
Research, 35, 207-215.
Hermawan, A. (2001). The effect of service cues on perceived service
quality, value, satisfaction and word-of-mouth recommendations.
Working Paper, In Indonesian University Settings, D.B.A.,
Nova Southeastern University, Pennsylvania.
Holbrook, M. & Hirschman, E. C. (1982). The experiential aspects of
consumption:consumer fantasies, feelings and fun, Journal of
- 115 -
Consumer Research, 9(2), 132-140.
Holbrook, M. B. (1994). The nature of customer value: an axiology of
services in the consumption experience, in Rust, R. T. and
Oliver, R. L. (Eds), Service Quality: New Directions in Theory
and Practice, Sage, Newbury Park, CA.
Holbrook, M. B. (1999). Introduction to consumer value. In M. B.
Holbrook (Ed.), Consumer value. A framework for analysis and
research. Routledge, London, New York, 1-28.
Holbrook, M. B., & Gardner, M. P. (1993). An approach to investigating
the emotional determinants of consumption durations: why
do people consume what they consume for as long as they consume
it? Journal Consum Psychol , 2(2), 123 – 142.
Homburg, C., Koschate, N., & Hoyer, W. D. (2006). The Role of cognition
and affect in the formation of customer satisfaction - a
dynamic perspective. Journal of Marketing, 70(3), 21–31.
Howard, J. A. Sheth, J. N. (1969). The Theory of Buyer Behavior.
John Wiley & Sons, New York.
Hsu, C. H. C., Byun, S., & Yang, I. S. (2010). Attitudes of Korean
college students towards quick-service, family-style, and fine
dining restaurants. Journal of Restaurant & Foodservice Marketing,
2(4), 65-85.
Hui, M. K., Dube, L., & Chebat, J. (1997). The impact of music on
- 116 -
consumer’s reaction to waiting for services. Journal of Retailing,
73, 87–104.
Hutton, J. D., & Richardson, L. D. (1995). Healthscapes: the role of
the facility and physical environ. Health Care Management Review,
20(2), 48–61.
Jaccard, J. & Wan, C. K. (1996). LISREL approaches to interaction
effects in multiple regression. Thousand Oaks, California: Sage.
Johns, N., & Tyas, P. (1996). Investigating of the perceived components
of the meal experience, using perceptual gap methodology.
Progress in Tourism and Hospitality Research, 2(1), 15-26.
Joy, A., & Sherry, J. F. (2003). “Speaking of Art As Embodied Imagination
Amultisensory Approach to Understanding Aesthetic
Experience”, Journal of Consumer Research, 30(2), 259.
Kähkönen, P., Tuorila, H., & Hyvönen, L. (1995). Dairy fat content
and serving temperature as determinants of sensory and hedonic
characteristics in cheese soup. Food Quality and Preference,
6(2), 127-133.
Kano, N. (1984). Attractive quality and must be quality. Hinshitsu
Quality, 14(2), 147–156.
Keaveney, S. M. (1995). Customer switching behavior in service industries:
An exploratory study. Journal of Marketing, 59, 71-82.
Kelloway, E. K. (1998). Using LISREL for structural equation mod-
117 -
eling: A researcher’s guide. Thousand Oaks, California: Sage.
Keng, C. J., Huang, T. L., Zheng L. J., & Hsu, M. K. (2007). Modeling
service encounters and customer experiential value in retailing.
International Journal of Service Industry Management,
18(4), 349-367.
Kim, W. G., and Moon, Y. J. (2009). Customerss'cognitive, emotional,
and actionable response to the service-scape: A test of the
moderating effect of the res-taurant type. International Journal
of Hospitality Management, 28, 144-156.
Kim, Y. K. (2002). Consumer value: an application to mall and Internet
shopping, International Journal of Retail & Distribution
Management, 30(12), 595-602.
Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in
the restaurant environment, Part 1: A conceptual model of dining
satisfaction and return patronage. International Journal of
Contemporary Hospitality Management, 11(5), 205-222.
Kivela, J., Inbakaran, R., & Reece, J. (2000). Consumer research in
the restaurant environment. Part 3. Analysis, findings and conclusions.
International Journal of Contemporary Hospitality
Management, 12(1), 13–30.
Kotler, P. (1973). Atmospherics as a Marketing Tool. Journal of Retailing,
49(4), 48-64.
- 118 -
Kotler, P. (2003). Marketing management(7th ed.). New Jersey: Prentice
Hall.
Ladhari, R., Brun, I., & Morales, M. (2008). Determinants of dining
satisfaction and post-dining behavioral intentions. International
Journal of Hospitality Management, 27, 563-573.
Lee, C. S., & Bang, S. B. (2004). The effects of shopping value on
online purchasing intention: focus on product attribute importance
as intervening variables. Korean Marketing Research, 19
(2), 41–69.
Lee, S. Kim, W. G., & Kim, H. J. (2006). The impact of
co-branding on post-purchase behaviors in family restaurants.
Hospitality Management, 25(2006), 245-261.
Lee, S., Kim, W.G., & Kim, H. J. (2006). The impact of co-branding
on post-purchase behaviors in family restaurants. Hospitality
Management, 25, 245-261.
Lewin, K. (1938). The conceptual representation and the measurement
of psychological forces. Contributions to Psychological Theory,
4, Duke University Press, Durham, N.C.
Lewin, K. (1938).The conceptual representation and the measurement
of psychological forces. Durham, NC: Duke University Press.
Lin, I. Y. (2004). Evaluating a servicescape: the effect of cognition and
emotion. International Journal of Hospitality Management, 23
- 119 -
(2), 163–178.
Liu, Y., & Jang, S. (2009). Perceptions of Chinese restaurants in the
U.S.:What affects customer satisfaction and behavioral intentions?
Journal of Hospitality Management, 28, 338-348.
Mano, H. & Oliver, R. L. (1993). Assessing the dimensionality and
structure of the consumption experience: evaluation, feeling,
and satisfaction. Journal of Consumer Research, 20(12), 451–
466.
Marsh, H. W., & Hocevar, D. (1985). Application of confirmatory
factor analysis to the study of self-concept: First and higher order
factor, models and their in invariance across groups. Psychological
Bulletin, 97(3), 562-582.
Mathwicka, C., Malhotra, N., & Rigdon, E. (2001). Experiential value:
Conceptualization, measurement and application in the catalog
and internet shopping environment. Journal of Retailing, 77(1),
39-56.
Mattila, A. S. (2001). Emotional bonding and restaurant loyalty. The
Cornell Hotel and Restaurant Administration Quarterly, 42(6),
73–79.
Matzler, K. & Sauerwein, E. (2002). The factor structure of customer
satisfaction: an empirical test of the importance grid and the
penalty-reward-contrast analysis. International Journal of Ser-
120 -
vice Industry Management, 13(4), 314–332.
Matzler, K., Renzl, B., & Rothenberger, S. (2006). Measuring the relative
importance of service dimensions in the formation of price
satisfaction and service satisfaction: a case study in the hotel
industry. Scandinavian Journal of Hospitality and Tourism, 6
(3), 179–196.
Mazursky, D., & Jacoby, J. (1985). Forming impressions of merchandise
and service quality, In J. Jacoby and J. Olson (Eds.), Perceived
Quality, Lexington, MA: Lexington Books, 139-154.
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental
psychology. Cambridge, MA: MIT Press.
Mehrabian, A. R. (1974). An approach to environmental psychology
Cambridge, M A : MIT Press.
Mohr, L. A., & Bitner, M. J. (1995). The role of employee effort in
satisfaction with service transactions. Journal of Business Research,
32, 239-52.
Namasivayam, K. & Mattila, A. (2007). Accounting for the joint effects
of the servicescape and service exchange on consumers'
satisfaction evaluations. Journal of Hospitality and Tourism
Research, 31(1), 3-18.
Namkung, Y., & Jang, S. (2007). Does food quality really matter in
restaurants?Its impact on Customer Satisfaction and Behav-
121 -
ioral Intentions. Journal of Hospitality Management, 31,
387-409.
Nikolich, M. A. & Sparks, B. A. (1995). The hospitality service encounter:
the role of communication. Journal of Hospitality and
Tourism Research, 19(2), 43-56.
Noone, B. M. (2008). Customer perceived control and the moderating
effect of restaurant type on evaluations of restaurant employee
performance. International Journal of Hospitality Management,
27, 23-29.
Noone, B. M., Kimes, S. E., Mattila, A. S., & Wirtz, J. (2007). The effect
of meal pace on customer satisfaction. Cornell Hotel and
Restaurant Administration Quarterly, 48(3), 231-245.
Noone, B. M., Kimes, S. E., Mattila, A. S., & Wirtz, J. (2009). Perceived
service encounter pace and customer satisfaction: An
empirical study of restaurant experiences. Journal of Service
Management, 20(4), 380-403.
Noone, B. M. (2008). Customer perceived control and the moderating
effect of restaurant type on evaluations of restaurant employee
performance. International Journal of Hospitality Management,
27, 23-29.
Obenour, W., Patterson, M., Pedersen, P., & Pearson, L. (2006). Conceptualization
of a meaning-based research approach for tour-
122 -
ism service experiences. Tourism Management, 27(1), 34-41.
Oliver, R. L.(1993). Cognitive, affective, and attribute bases of the
satisfaction. Journal of Consumer Research, 20(3), 418-430.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing,
63(4), 33-44.
Oliver, R., & DeSarbo, W. (1998). Response Determinants in Satisfaction
Judgments. Journal of Consumer Research, (14), 495-507.
Oliver, R. L. & Swan, J. E. (1989). Equity and disconfirmation perceptions
as influences on merchant and product satisfaction.
Journal of Consumer Research, 16(12), 372-383.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences
of satisfaction decisions. Journal of Marketing Research,
17(4), 460-469.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes
in retail settings. Journal of Retailing, 57(3), 25-48.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer:
New York: McGraw-Hill.
Ostrom, A. & Iacobucci, D. (1995). Consumer trade-offs and Evaluation
of services. Journal of Marketing, 59(1): 17-30.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL:
- 123 -
a multiple-item scale for measuring consumer perceptions of
service quality. Journal of Retailing, 64, 12-37.
Péneau, S., Hoehn, E., Roth, H. R., Escher, F., & Nuessli, J. (2006).
Importance and consumer perception of freshness of apples.
Food Quality and Preference, 17(1/2), 9-19.
Peri, C. (2006). The universe of food quality, Food Quality and Preference,
17(1/2), 3-8.
Pfaff, M. (1977). The index of consumer satisfaction: Measurement
problems and opportunities. In H. K. Hunt (Ed.), Conceptualization
and measurement of consumer satisfaction and dissatisfaction,
36-71. Cambridge, M A: Marketing Science Institute.
Pine II, B. J. & Gilmore, J. H. (1998). Welcome to the experience
economy, Harvard Business Review, 76(4), 97-105.
Raajpoot, N. A. (2002). TANGSERV: A multiple item scale for measuring
tangible quality in foodservice industry. Journal of Foodservice
Business Research, 5(2), 109-127.
Richard, N. C. (1965). An experimental study of customer effort, expectation,
and satisfaction. JMR, Journal of Marketing Research
,(pre-1986), 2(000003), 244-249.
Robson, A. K. S. (1999). Turning the tables: the psychology of design
for high-volume Restaurants. Cornell Hotel and Restaurant
Administration Quarterly, 40, 56–63.
- 124 -
Robson, S. K. A. (1999). Turning the tables : the psychology of design
for high-volume restaurants. Cornell Hotel and Restaurant administration
Quarterly , 40(3),56-63.
Ryu, K., & Jang, S. (2005). A multiple item scale for measuring the
physical environment in upscale restaurants. In Proceedings of
the 2005 Asia Pacific Tourism Association (APTA) Annual Conference,
Goyang, Korea.
Ryu, K., & Jang, S. (2008). DINESCAPE: a scale for customers’ perception
of dining environments. Journal of Foodservice Business
Research, 11(1), 2-22.
Ryu, K., & Jang, S. C. (2008). DINESCAPE:A Scale for Customers’
Perception of Dining Environments, Journal of Foodservice
Business Research,11(1),2-22.
Ryu, K., & Jang, S. S. (2007). The Effect of Environmental Perceptions
on Behavioral Intentions Through Emotions: The Case of
Upscale Restaurants. Journal of Hospitality & Tourism Research,
31(1), 56-72.
Ryu, K., & Jang, S. S. (2008). Influence of restaurants’ physical environments
on emotion and behavioral intention. The Service Industries
Journal, 28(8), 1151-1165.
- 125 -
Schmitt, B. (1999). Experiential marketing: A new framework for design
and communications. Design Management Journal, 10(2),
10-16.
Schmitt, B. H. (1999). Experiential marketing: How to get customers
to sense, feel, think, act, relate to your company and brands, YA:
The Free Press.
Sergeant, A., & Frenkel, S. (2000). When do customer contact employee
satisfy customers? Journal of Service Research, 3,
18-34.
Sheth, J. N., Newman B. I., & Gross, B. L. (1991). Why we buy what
we buy : A theory of consumption values, Journal of Business
Research , 22(2) 159-170.
Shostack, G. L. (1985). Planning the Service Encounter. In J. A.
Czepiel, M. R. Solomon & C. F. Surprenant (Eds.), The service
encounter:managing employee/customer interaction in service
business, 243-254. MA: Lexington Books.
Shostack, G. L. (1985). Planning the Service Encounter. In J. A.
Czepiel, M. R. Solomon & C. F. Surprenant (eds), The service
encounter, lexington, MA: Lexington Books.
Smith, J. B., & Colgate, M. (2007). Customer value creation: a practical
framework. Journal of Marketing Theory and Practice, 15
(1), 7-23.
- 126 -
Soderlund, M. (2006). Measuring customer loyalty with multi-item
scales - A case for caution. International Journal of Service Industry
management, 17(1), 76-98.
Soloman, M. R., Marshall, G. W., & Stuart, E. W. (2004). Marketing,
4th Ed., Prentice-Hall Inc., Upper Saddle River, NJ.
Stoel, L., Wickliffe, V., & Lee, K. H. (2004). Attribute beliefs and
spending as antecedents to shopping value, Journal of Business
Research, 57(10), 1067-1073.
Sukalakamala, P., & Boyce J. B. (2007). Customer perceptions for
expectations and acceptance of an authentic dining experience
in Thai restaurants. Journal compilation, Blackwell Publishing
Ltd Journal of Foodservice, 18, 69–75.
Sulek, J. M., & Hensley, R. L. (2004). The Relative importance of
food, atmosphere, and fairness of wait: The case of a
full-service restaurant. Cornell Hotel and Restaurant Administration
Quarterly, 45(3), 235-247.
Susskind, A. M., & Chan, E. K. (2000). How restaurant features affect
check averages. Cornell hotel and Restaurant Administration
Quarterly, 41(6), 56–63.
Taylor, S. & Baker, T. (1994). An assessment of the relationship between
service quality and customer satisfaction in the formation
of consumers'purchase intentions. Journal of Retailing, 70 (2),
- 127 -
163-178.
Tombs, A., & McColl-Kennedy, J. R. (2003). Social-servicescape conceptual
model. Marketing Theory, 3(4), 447-475.
Tse, D. K. & Wilton, P. C. (1988). “Models of Consumer Satisfaction
Formation: An Extension,” Journal of Marketing Research, 25
(5), 204-212.
Wakefield, K. L., & Blodgett, J. G. (1999). Customer response to intangible
and tangible service Factors. Psychology & Marketing,
16, 51-68
Wall, E. A., & Berry, L. L. (2007). The Combined Effects of the
Physical Environment and Employee Behavior on Customer
Perception of Restaurant Service Quality. Cornell Hotel and
Restaurant Administration Quarterly, 48(1), 59-69.
Weiss, R. W., Feinstein, A. H. and Dalbor F. M. (2004). Customer Satisfaction
of Theme Restaurant Attributes and Their Influence on
Return Intent.Journal of Foodservice Business Research,
2004(7), 23-41
Wener, R. E. (1985). The Environmental Psychology of Service Encounters.
The Service Encounter. Lexington, MA: Lexington
Books.
Westbrook, R. A. & Oliver, R. L. (1991). The dimensionality of consumption
emotion patterns and consumer satisfaction. Journal
- 128 -
of Consumer Research, 18(6), 84-91.
Westbrook, R. A. & Reilly, M. D. (1983). Value-percept disparity: an
alternative to the disconfirmation of expectations theory of consumer
satisfaction. Advances in Consumer Research, 10,
256-261.
Westbrook, R. A. (1987). Product/consumption based affective responses
and postpurchase processes. Journal of Marketing Research,
24(3), 258-270.
Wood, N. T. & Muñoz C. L. (2007). No rules, just right’ or is it? The
role of themed restaurants as cultural ambassadors. Tourism and
Hospitality Research. (7), 242-255.
Woodruff, R. B. (1997). Customer value:The next source for competitive
edge, Journal of the Academy of Marketing Science,
25(2), 139-153.
Wu, H. J. (2007). The impact of customer-to-customer interaction and
customer homogeneity on customer satisfaction in tourism service-
The service encounter prospective. Tourism Management,
28, 1518-1528.
Wu, H. J., & Liang, R. D. (2009). Effect of experiential value on customer
satisfaction with service encounters in luxury-hotel restaurants.
Journal of Hospitality Management, 28, 586-593.
Yi, Y. (1990). A critical review of consumer satisfaction. In V. A.
- 129 -
Zeithaml (Ed.), Review of marketing (pp.68-123). Chicago:
American Marketing Association.
Yuksel, A., & Yuksel, F. (2002). Measurement of tourist satisfaction
with restaurant services: A segment-based approach. Journal of
Vacation Marketing, 9(1), 52-68.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature
and determinants of customer expectations of service. Journal
of the Academy of Marketing Science, 21,1-12.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and
strategies in services marketing. Journal of Marketing,
49,22-46.
Zeithaml, V., & Bitner, M. J. (2003). Services marketing: Integrating
customer focus across the firm. New York: McGraw-Hill.
Zeithaml, V. A. (1988). “Consumer perceptions of price, quality, and
value: a means-end model and synthesis of evidence”, Journal
of Marketing, 52(3), 2-22.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top