跳到主要內容

臺灣博碩士論文加值系統

(44.200.77.92) 您好!臺灣時間:2024/02/24 15:15
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:黃宇真
研究生(外文):Yu-chen Huang
論文名稱:以服務場景觀點探討公路客運轉運站之服務評估:以臺北轉運站為例
論文名稱(外文):From the Viewpoint of Servicescape to Explore the Service Evaluation of Intercity-bus Transfer Station: A Case of Taipei Bus Station
指導教授:胡凱傑胡凱傑引用關係
指導教授(外文):Kai-chieh Hu
學位類別:碩士
校院名稱:東吳大學
系所名稱:企業管理學系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2011
畢業學年度:99
語文別:中文
論文頁數:164
中文關鍵詞:服務場景服務評估複合式轉運站公路客運
外文關鍵詞:ServicescapeService EvaluationCombinative Transfer StationIntercity-bus
相關次數:
  • 被引用被引用:16
  • 點閱點閱:2046
  • 評分評分:
  • 下載下載:428
  • 收藏至我的研究室書目清單書目收藏:0
本研究之目的係從服務場景理論之觀點,建構公路客運轉運站之服務評估指標與模式,同時探討各項服務場景構面對整體滿意度與後續行為意向之影響。本研究擬以客運業者與一般旅客之雙重使用者為對象,蒐集其對臺北轉運站服務場景之認知。首先,藉由量表發展程序,因素萃取出客運業者及旅客的服務評估指標。再者,透過重要度-績效分析探討使用者對服務場景評估項目之需求情形,並佐以多變量分析發現雙重使用者存有顯著之認知差異。其次,本研究以結構方程模式(SEM)檢驗旅客行為意向模型,發現二階驗證性因素分析模式適配度較一階為佳,顯示確實有「服務場景」此一較高階的變數存在,亦強調服務場景因素於服務評估模式之重要性,同時,透過兩個競爭模式之比較,更完整地分析旅客行為意向的影響路徑。最後,本研究提出相關結論,提供場站經營者評估其服務優劣與改善方向之參考依據,亦可做為主管機關監督管理與督導之建議。
The purpose of this study is to construct the service indexes and evaluation model of the combinative transfer station for intercity-bus with respect to servicescape. We also explore the impact of servicescape dimensions on satisfaction and behavioral intentions. The research objectives include bus companies and passengers. This research plans to collect data from both the bus companies and passengers of intercity in Taipei Bus Station. The questionnaire was used for collecting their perception on the service of transfer station servicescape. First, by applying the scale development procedure, we extract the factors for evaluating the Satisfaction-degree of bus companies and passengers. Second, we discuss the users’ needs on the transfer station servicescape by importance-performance analysis. And multivariate analysis also shows that there are significant differences between the bus companies and passengers in their perception. Third, we use the structural equation modeling (SEM) to confirm the passengers’ behavioral intentions. The result was found that the model of first-order CFA can be replaced by second-order CFA. That is, the servicescape factor plays an important role in the service evaluation model. In addition, we thoroughly figured out the effect of servicesacpe on satisfaction and behavioral intentions by comparing with the two competitive models. In conclusion, the research results not only offer the managers of transfer station specific guidance to locate their service level and improvement strategy, but also make suggestions for the relevant administration to supervise and manage the inter-city bus transfer station.
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究範圍 3
1.4 研究內容與流程 3
第二章 文獻探討 6
2.1 公路客運轉運站 7
2.1.1 定義與分類 7
2.1.2 功能與效益 11
2.2 運輸場站服務評估相關研究 14
2.2.1 公路客運站 14
2.2.2 機場 16
2.2.3 轉運站 17
2.3 服務場景理論 19
2.3.1 理論概念 19
2.3.2 服務環境之相關研究 24
第三章 研究方法 28
3.1 研究架構 28
3.2 服務場景構面與問卷設計 29
3.2.1 服務場景構面 29
3.2.2 評估構面定義與指標內涵 33
3.2.3 旅客行為模式構建 40
3.2.4 整體問卷架構 42
3.3資料蒐集與問卷調查 43
3.3.1 調查對象 43
3.3.2 抽樣方法 43
3.3.3 調查方式 44
3.4 分析方法 45
第四章 資料分析 54
4.1 樣本結構分析 54
4.1.1 有效問卷回收率 55
4.1.2 樣本結構 56
4.1.3 滿意度調查結果 58
4.2 確認服務評估構面與指標 63
4.2.1 客運業者部分 63
4.2.2 旅客部分 70
4.3 重要度-績效分析 75
4.3.1 客運業者部分 75
4.3.2 旅客部分 80
4.4 旅客行為模式分析 85
4.4.1 服務場景因素確認分析 85
4.4.2 競爭模式一 101
4.4.3 競爭模式二 108
4.4.4 比較分析 114
4.5 雙重使用者之比較分析 115
第五章 結論與建議 117
5.1 結論 117
5.1.1 公路客運轉運站之服務評估模式 118
5.1.2 雙重使用者特性 119
5.1.3 旅客行為意向分析 120
5.2 管理意涵 122
5.3 研究限制與後續研究建議 125
參考文獻 127
附錄 141
附錄一:進駐客運業者對臺北轉運站場站經營滿意度調查 141
附錄二:旅客對臺北轉運站場站經營服務滿意度調查 143
附錄三:驗證性因素分析之modification indices結果 145
王慶瑞(2001),運輸系統規劃,第三版,臺北市:國家圖書館。
行政院(1995),促進大眾運輸發展方案。
任維廉、胡凱傑(2001),「大眾運輸服務品質量表之發展與評估:以台北市公車系統為例」,運輸計劃季刊,第三十卷第二期,頁371-408。
任維廉、董士偉、呂堂榮(2005),「服務場景與等候經驗對國道客運乘客行為意向與選擇行為之影響」,運輸計劃季刊,第三十四卷第三期,頁413-442。
交通部運輸研究所(1996),公路客運轉運中心之規劃-台北都會區,台北:交通部運研所。
交通部運輸研究所(2000),高雄都會區公路客運轉運中心之規劃,台北:交通部運研所。
交通部運輸研究所(2001),臺灣地區複合運輸系統整合規劃之研究-示範客運節點部分,台北:交通部運研所。
李克聰、陳昱豪 (2003),「公路客運轉運站最適規模與服務策略之規劃設計」,都市交通季刊,第十八卷第四期,頁1-37。
林忠賢(2005),休閒農場遊客滿意度之研究,國立中正大學行銷管理研究所碩士論文。
林舜涓、蔡佳燕、高子傑(2006),「應用Importance-Performance Model檢視台南市某商務旅館住客之品質需求」,第五屆兩岸產業發展與經營管理研討會論文集,海南島:海南大學。
亞聯工程顧問股份有限公司(1996),高速公路交流道附近設置轉運站可行性研究,台灣省政府交通處委託。
阮如芸(1993),捷運車站與接駁車站多目標區位選擇之研究,交通大學碩士論文。
邱明琦(1991),都市貨物聯合轉運中心可行性之研究,國立成功大學交通管理研究所論文。
吳炯炎(1996),木柵線捷運系統車站轉乘服務之檢討研究,國立交通大學交通運輸研究所碩士論文。
胡凱傑、任維廉、陳建元(2009),「服務保證與知覺等候經驗對旅客滿意度與再購意願之影響:以臺鐵為例」,運輸學刊,第二十一卷第四期,頁355-384。
胡凱傑、李太雨、丘志文(2011),「以Kano模式與重要度績效分析探討亞洲主要貨櫃港口之服務品質」,運輸學刊,第二十三卷,第一期,頁131-162。
陳星豪(1997),高速鐵路技術型式評估準則及方法之研究─模糊與灰色決策理論之應用,國立成功大學交通管理研究所碩士論文。
陳昱豪(2003),公路客運轉運站最適規模與服務策略之規劃設計,逢甲大學交通工程與管理學系碩士班碩士論文。
陳順宇(2005),多變量分析,第四版,台北:華泰書局。
陳智瑋(2000年),「百貨公司服務品質分析」,2000年科技與管理學術研討會論文集,頁589-596。
張有恆(2005),現代運輸學,台北:華泰文化事業股份有限公司。
張有恆等(1991),大眾運輸營運評鑑辦法,交通部運輸研究所。
張有恆、陳昭宏(1998),「公車不確定性狀況應變營運管理模糊專家系統之研究」,運輸計劃季刊,第二十七卷第一期。
張有恆、蔡欽同(1993),「模糊理論應用於公車系統營運服務績效評估之研究」,運輸計劃季刊,第二十二卷第一期,頁79-104。
黃芳銘(2003),社會科學統計方法學-結構方程模式,台北:五南圖書出版公司。
楊國樞、文崇一、吳聰賢、李亦園合編(1993),社會及行為科學研究法,第十三版,東華書局出版。
潘婉茹(2008),結合Kano模式與IPA檢視國道客運乘客之服務品質-以國光客運為例,國立彰化師範大學行銷與流通管理研究所碩士論文。
衛萬明(2007),「客運轉運中心區位評選之研究-以大台中都會區為例」,規劃學報,第三十四期,頁69-88。
盧右梅、吳信宏(2010),「應用IPA模式檢視台灣高鐵乘客之服務品質需求」,品質學報,第十七期第一卷,頁21-43。
Aghahowa Enoma, Stephen Allen and Anthony Enoma (2009), “Airport Redesign For Safety and Security: Case Studies of Three Scottish Airports,” International Journal of Strategic Property Management, Vol. 13, pp. 103–116.
Anderson, J. C., and Gerbing, D. W. (1988), “Structural equation modeling in practice: A review and recommended two-step approach,” Psychological Bulletin, Vol. 103, No. 3, pp. 411-423.
Arneill, A.B. and Devlin, A.S. (2002), “Perceived quality of care: the influence of the waiting room environment,” Journal of Environmental Psychology, Vol. 22, pp. 345-360.
Arnold, S. J. , Handelman, J. and Tigert, D. J. (1996), “Organisational legitimacy and retail store patronage,” Journal of Business Research, Vol. 35, No. 3, pp. 229-239.
Athanasopoulou, Pinelopi (2008), "Antecedents and consequences of relationship quality in athletic services," Managing Service Quality, Vol. 18, No. 5, pp. 479-495.
Aubert-Gamet, V. (1997), “Twisting servicescapes: diversion of the physical environment in a re-appropriation process,” International Journal of Service Industry Management, Vol. 8, No. 1, pp. 26-41.
Babin, B. and Darden, W. (1996), “Good and bad shopping vibes: spending and patronage satisfaction,” Journal of Business Research, Vol. 35, pp. 201-206.
Bachman, J. A. (1989), "HSR Vehicle Performance Characteristics,” Journal of Transportation Engineering, Vol. 115, No. 1, pp.48-56.
Badami, M. G. and Haider, M. (2007), “An Analysis of Public Bus Transit Performance in Indian Cities,” Transportation Research Part A (Policy and Practice), Vol. 41, pp. 961-981.
Bagozzi, R. and Yi, Y. (1988), “On the evaluation of structural equation models,” Journal of the Academy of Marketing Science, Vol. 33, No. 4, pp. 213-224.
Baker, Julie (1987), The Role of the Environment in Marketing Services: The Consumer Perspective, in The Service Challenge: Integrating for Competitive Advantage, eds. John A. Czepiel, Carole A. Congram, and James Shanahan, Chicago: American Marketing Association.
Baker, J., Grewal, D., and Parasuraman, A. (1994), "The Influence of Store Environment on Quality Inferences and Store Image," Journal of the Academy of Marketing Science, Vol. 24, No. 4, pp. 338-349.
Barrors, A. G., Somasundaraswaran, A. K. and Wirasinghe, S. C. (2007), "Evaluation of Level of Service for Transfer Passengers at Airport," Journal of Air Transport Management, Vol. 13, No. 5, pp. 293-298.
Becker, F. (1977), Housing Messages, Stroudsburg, PA: Dowden, Hutchinson and Ross.
Bellizzi, J. A. and Hite, R. E. (1992), “Environmental Color, Consumer Feelings, and Purchase Likelihood,” Psychology & Marketing, Vol. 9, No. 5, PP. 347–363.
Bentler, P. M. (1989), EQS Structural Equations Program Manual, Los Agelos: BMDP Statistical Software.
Berechman, J. (1993), Public Transit Economics and Deregulation Policy, Amsterdam: North-Holland.
Berry, L. L. and Clark, T. (1986), "Four Ways to Make Services More Tangible," Business, Vol. 53, No. 4, pp. 53-54.
Berry, Leonard L. and Neeli Bendapudi (2003), “Clueing in Customers,” Harvard Business Review, February, pp. 100-106.
Berta, D. (2005), “Focus on restaurant cleanliness may spruce up sales figures,” Nation’s Restaurant News, Vol. 39, No. 30, pp. 122.
Bitner, M. J. (1992), "Servicescapes: The Impact of Physical Surrounding on Customer and Employees," Journal of Marketing, Vol. 56, No. 2, pp. 57-71.
Holbrook, M. B. and Anand, P. (1988), “Aims, concepts, and methods in marketing research on consumer esthetics: the effects of tempo on perceptual and affective responses to Music,” Unpublished working paper.
Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml (1993), “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions,” Journal of Marketing Research, Vol. 30, pp. 7–27.
Brady, M. and Cronin, J.J. (2001), “Some new thoughts on conceptualizing perceived service quality: A hierarchical approach,” Journal of Marketing, Vol. 65, No. 3, pp. 34-49.
Bruce D. Keillor, Dale Lewison, G. Tomas M. Hult and William Hauser (2008), "The service encounter in a multi-national context," Journal of Service Marketing, Vol. 21, No. 6, pp. 451-461.
Buchanan, D. and Huczynski, A. (1997), Organisational Behaviour, Hemel Hempstead: Prentice-Hall.
Buzzel, R. D. and Gale, B. T. (1987), The PIMS Principles: Linking Strategy to Performance, New York: The Free Press.
Caldwell, C., Hibbert, S. A. (2002), “The influence of music tempo and musical preference on restaurant patrons' behavior,” Psychological Market, Vol. 19, pp. 895-917.
Cameron, K.S., Dutton, J.E. and Quinn, R.E. (2003), Positive Organizational Scholarship, San Francisco: Berrett-Koehler.
Chang, S.K. and P.M. Schonfeld (1991), "Multiple Period Optimization of Bus Transit System," Transportation Research, Vol. 25B, No.6, pp. 453-478.
Chang, Y. and Yeh, C. (2002), "A Survey of Service Quality for Domestic Airlines," European Journal of Operational Research, Vol. 139, pp. 166-177.
Chase, R.B. and D.M. Stewart (1994), “Make Your Service Fail-Safe,” Sloan Management Review, Vol. 35, No. 3, pp. 35-44.
Chen, F. Y. and Chang, Y. H. (2005), "Examining Airline Service Quality from A Process Perspective," Journal of Air Transport Management, Vol. 11, No. 2, pp. 79-87.
Chen, H. L. (2002), "Benchmarking and Quality Improvement: A Quality Benchmarking Deployment Approach," International Journal of Quality & Reliability Management, Vol. 19, No. 6, pp. 757-773.
Clyde A. Warden and Judy F. Chen (2009), "When hot and noisy is good: Chinese values of renao and consumption metaphors," Journal of Marketing and Logistics, Vol. 21, No. 2, pp. 216-231.
Dabholkar, Pratibha, Dayle Thorpe and Joseph Rentz (1996), “A Measure of Service Quality for Retail Stores: Scale Development and Validation,” Journal of the Academy of Marketing Science, Vol. 24, pp. 3-16.
Darley, J. and Gilbert, D. (1985), Social psychological aspects of environmental psychology, 3rd ed., New York: Random House, Inc.
Davis, T. (1984), “The influence of the physical environment in offices,” Academy of Management Review, Vol. 9, No. 2, pp. 271-283.
De Borger, B. and K. Kerstens (1996), “Cost efficiency of Belgian local government: A comparative analysis of FDH, DEA and econometric approaches,” Regional Science and Urban Economics, Vol. 26, pp. 145-170.
Deng, W. (2007), “Using a Revised Importance-performance Analysis Approach: The Case of Taiwanese Hot Springs Tourism,” Tourism Management, Vol. 28, No. 5, pp. 1274-1284.
Department for Transport (1998), A new deal for transport: better for everyone, London: Stationery Office, Secretary of State for Scotland, Travel choices for Scotland, The Scottish integrated transport white paper, Edinburgh: Stationery Office.
Dixon, L., Trigg, R. and Griffuths, M. (2007), “An Empirical Investigation of Music and Gambling Behaviour,” International Gambling Studies, Vol. 7, No. 3, pp. 315-326.
Donovan, Robert J. and John R. Rossiter (1982), "Store Atmosphere: An Environmental Psychology Approach," Journal of Retailing, Vol. 58, pp. 34-57.
Dubé, L., Chebat, J. and Morin, S. (1995), “The effects of background music on consumers’ desire to affiliate in buyer-seller interactions,” Psychology and Marketing, Vol. 12, No. 4, pp. 305-319.
Ebru Ayas, Jorgen Eklund and Shigekazu Ishihara (2008), "Affective design of waiting areas in primary healthcare," The TQM Journal, Vol. 20, No. 4, pp. 389-408.
Engel, J. F., R. Blackwell, P. W. Miniard (1995), Consumer Behavior, 8th ed., New York: The Drydden.
Fazioli, F., Bottaro,D.P., Minichiello,L., Auricchio,A., Wong,W.T., Segatto,O. and Di Fiore, P. P. (1992), “Identification and biochemical characterization of novel putative substrates for the epidermal growth factor receptor kinase,” The Journal of Biological Chemistry ,Vol. 267, pp. 5155-5161.
Fielding, G. J. and Anderson, S. C. (1983), "Public Transit Performance Evaluation: Application to Section 15 Data," Transportation Research Record, Vol. 947, pp.1-7.
Fitzsimmons, B. (2003), “Restroom cleanliness: the last detail,” Restaurant Hospitality, Vol. 87, No. 10, pp. 100-102.
Filippini, M., Maggi, R. and Prioni, P. (1992), “Inefficiency in a Regulated Industry –The Case of the Swiss Regional Bus Companies,“ Annals of Public and Cooperative Economics, Vol. 63, No. 3, pp. 437-455.
Fisk, R. P., Brown S. W. and Bitner M. J. (1993), “Tracking the evolution of the service marketing literature,” Journal of Retailing, Vol. 69, No. 1, pp. 61-103.
Fodness, D. and Murray, B. (2007), "Passengers' Expectations of Airport Service Quality," Journal of Service Marketing, Vol. 21, No. 7, pp. 492-506.
Fornell, C. and Larcker, D. F. (1981), “Evaluating structural equation models with unobservable variables and measurement error,” Journal of Marketing Research, Vol. 18, No. 1, pp. 39-50.
Foxall, G. R. and Greenley, G. E. (1999), “Consumers’ emotional responses to service environments,” Journal of Business Research, Vol. 46, pp. 149-158.
Foxall, G. R. and Yani-de-Soriano, M. M. (2005), “Situational influence on consumers’ attitude and behaviour,” Journal of Business Research, Vol. 58, pp. 518-25.
Gifford, R. (1988), “Light, décor, arousal, comfort and communication,” Journal of Environmental Psychology, Vol. 8, pp. 177-189.
Golob, T. F., Canty, E. T. and Gustafson, R.L. (1972), “An analysis of consumer preferences for a public transportation system,” Transportation Research, Vol. 6, pp. 81-102.
Grove, Fisk and Bitner (1992), “Dramatizing the Service Experience: A Managerial Approach,” Advances in Services Marketing and Management, Vol. 1, No. 1, pp. 91-121.
Hallett, V. and Silver, M. (2004), “Scents and sensibility,” US News & World Report, Vol. 137, No. 18, pp. D2-D3.
Hawes, J. M. and Rao, C. P. (1985), “Using Importance-performance Analysis to Develop Health Care Marketing Strategies,” Journal of Health Care Marketing, Vol. 5, No. 4, pp. 19-25.
Herrington, J.D. (1996), “Effects of music in service environments,” Journal of Services Marketing, Vol. 10, pp. 26-41.
Herzberg, F., Mausner, B. and Snyderman, B.B. (1959), The motivation to work, New. York: Wiley.
Hirsch, A. R. (1992), “Nostalgia: a neuropsychiatric understanding,” Advances in Consumer Research, Vol. 19, pp. 390-395.
Hightower, R., Brady, M. K. and Baker, T. L. (2002), "Investigation the Role of the Physical Environment in Hedonic Service Consumption: An Exploratory Study of Sporting Events," Journal of Business Research, Vol. 55, pp. 697-707.
Hine, J. P. and Scott, J. (2000), “Seamless, accessible travel: making a public transport journey more like a car journey,” Journal of Transport Policy, Special Issue on Planning for Sustainable and Integrated Transport Systems in the New Millennium, Vol. 7, No. 3, pp. 1757-1770.
Hoffman, K.D. and Turley, L.W. (2002), “Atmospherics, service encounters and consumer decision making: an integrative perspective,” Journal of Marketing Theory and Practice, Vol. 10, No. 3, pp. 33-47.
Hollenhorst, S., Olson, D. and Formey, R. (1992), “Use of Importance-performance Analysis to Evaluate State Park Cabins: The Case of the West Virginia State Park System,” Journal of Park and Recreation Administration, Vol. 10, No. 1, pp. 1-11.
Horowitz, A. J. and N. A. Thompson (1994), Evaluation of intermodal passenger transfer facilities, Milwaukee: Center for Urban Transportation Studies University of Wisconsin.
House of Commons Transport Committee (2006), Bus Services across the UK, London: The Stationery Office Limited.
Hoyle, R. H. and Panter, A. T. (1995), Structural Equation Modeling: Concepts, Issues and Application, CA: Thousand Oaks.
Hu, L. and P. M. Benlter (1999), “Cutoff Criteria in Fix Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives,” Structural Equation Modeling, Vol. 6, No. 1, pp. 1-55.
Hui, M., Dube, L. and Chebat, J. (1997), “The impact of music on consumer’s reactions to waiting for services,” Journal of Retailing, Vol. 73, No. 1, pp. 87-104.
Hunter, B.T. (1995), “The sales appeals of scents (using synthetic food scents to increase sales) ,” Consumer Research Magazine, Vol. 18, No. 10, pp. 8-10.
Hurdle, V. H. (1973), "Minimum Cost Schedules for a Public Transportation Route- I. Theory," Transportation Science, Vol. 7, No. 2, pp. 109-137.
Hutton, J. D. and Richardson, L. D. (1995), “Healthscapes: the role of the facility and physical environment on consumer attitudes, satisfaction, quality assessments and behaviours,” Health Care Management Review, Vol. 20, No. 2, pp. 48-61.
Jen, W. and Hu, K. C. (2003), “Application of Perceived Value Model to Identify Factors Affecting Passengers’ Repurchase Intentions on City Bus: A Case Study of the Taipei Metropolitan Area,” Transportation, Vol. 30, No. 3, pp.307-327.
John, B. E., Salvucci, D. D., Centgraf, P. and Prevas, K. (2004), “Integrating models and tools in the context of driving and in-vehicle devices,” In Proceedings of the 6th International Conference on Cognitive Modeling, Lawrence Erlbaum Associates, Mahwah, NJ, pp. 130-135.
Jöreskog, K. G. (1993), Testing Structural Equation Models, CA: Thousand Oaks.
Kaiser, H. F. (1974), “An index of factorial simplicity,” Psychometrika, Vol. 39, pp. 31-36.
Kaya, N. and Erkip, F. (1999), “Invasion of personal space under the condition of short-term crowding: a case study on an automatic teller machine,” Journal of Environmental Psychology, Vol. 19, No. 2, pp. 183-189.
Kellaris, J. J. and Kent, R. J. (1993), “An exploratory investigation of responses elicited by music varying in tempo, tonality and texture,” Journal of Consumer Psychology, Vol. 2, No. 4, pp. 381-401.
Kotler, P. (1973), “Atmospherics as a marketing tool,” Journal of Retailing, Vol. 49, No. 4, pp. 48-65.
Kuller, R., Ballal, S. Laike, T., Mikellides, B. and Tonello, G. (2006), “The Impact of Line and Colour on Psychological Mood: A Cross-cultural Study of Indoor Work Environments,” Ergonomics, Vol. 49, No. 14, pp. 1496-1507.
Kwortnik, Robert J. and William T. Ross (2007), “The Role of Positive Emotions in Experiential Decisions,” International Journal of Research in Marketing, Vol. 24, pp. 324-335.
Lam, D. (2005), “Slot or Table? A Chinese Perspective,” UNLV Gaming Research & Review Journal, Vol. 9, No. 2, pp. 69-72.
Levine, J.M. and McBurney, D.H. (1986), “The role of olfaction in social perception and behavior”, in Herman, C.P., Zanna, M.P. and Higgins, E.T. (Eds), Physical Appearance, Stigma and Social Behavior: The Ontario Symposium, NJ, Hillsdale: Lawrence Erlbaum Associates, pp. 179-217.
Lio, Hei-Lim (Michael) and Rody, Raymond (2009), "The Emotional Impact of Casino Servicescape," UNLV Gaming Research & Review Journal, Vol. 13, No. 2, pp. 17.
Lloyd C. Harris and Chris Ezeh (2008), "Servicescape and loyalty intentions: an empirical investigation," European Journal of Marketing, Vol. 42, No. 3, pp. 390-422.
Lovelock, C.H. (2001), Services Marketing: People, Technology, Strategy, 4th ed., NJ, Englewood Cliffs: Prentice-Hall.
Lucas, A. F. (2003), “The Determinants and Effects of Slot Servicescape Satisfaction in a Las Vegas Hotel Casino,” UNLV Gamig Research & Review Journal, Vol. 7, No. 1, pp. 1-19.
Marianov, V., D. Serra, and C. ReVelle (1999), “Location of Hubs in a Competitive Environment,” European Journal of Operational Research, Vol. 114, pp. 363–371.
Marianov, V. and Serra, D. (2003), “Location models for airline hubs behaving as M/D/c queues,” Comput Opns Res, Vol. 30, pp. 983–1003.
Marinucci, D. (2002), “Cleanliness: a key part of service,” Tire Business, Vol. 19, No. 20, pp. 7.
Marsh, H. and Hocevar, D. (1985), “The application of confirmatory factor analysis to the study of self‐concept: First and higher order factor structures and their invariance across age groups,” Psychological Bulletin, Vol. 97, pp. 562‐582.
Martilla, J. A. and James, J. C. (1977), “Importance-performance Analysis,” Journal of Marketing, Vol. 41, No. 1, pp. 77-79.
Martins, C. L. and Pato, M. (1998), "Search Strategies for the Feeder Bus Network Design Problem," European Journal of Operational Research, Vol. 106, pp. 425-440.
Mathwick, C., Malhotra, N. and Rigdon, E. (2001), “Experiential value: conceptualisation, measurement and application in the catalogue and internet shopping environment,” Journal of Retailing, Vol. 77, No. 1, pp. 39-56.
Mehrabian, A. and Russell, J. A. (1974), An Approach to Environmental Psychology, MA, Cambridge: MIT Press.
Mittal, B. and Lassar, W. M. (1996), “The role of personalization in service encounters,” Journal of Retailing, Vol. 72, pp.95-109.
Morrin, M. and Ratneshwar, S. (2003), “Does It Make Sense to Use Scents to Enhance Brand Memory?,” Journal of Marketing Research, Vol. 40, No. 1, pp. 10-25.
Myers, J. (2001), Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues, Chicago: American Marketing Association.
Nguyen, N. and Leblanc, G. (2002), “Contact personnel, physical environment and the perceived corporate image of intangible services by new clients,” International Journal of Service Industry Management, Vol. 13, No. 3, pp. 242-62.
North, A. C. and Hargreaves, D. J. (1996), “The effects of music on responses to a dining area,” Journal of Environmental Psychology, Vol. 16, pp. 55-64.
Nunnally, J. C. (1978), Psychometric Theory, 2nd ed., New York: McGraw Hill.
O’ Sullivan, D. (1991), “DSM High-performance Fiber Attracts Growing Interest,” Chemical & Engineering News, Vol. 69, pp. 20-23.
Oakes, Steve and Adiran C. North (2008), "Reviewing congruity effects in the service environment musicsacpe," International Journal of Service Industry Management, Vol. 19, No. 1, pp. 63-82.
Ott, J. S. (1989), The Organisational Cultural Perspective, CA, Belmont: Dorsey Press.
Pakdil, F. and Aydin, O. (2007), “Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores,” Journal of Air Transport Management, Vol. 13, pp. 229-237.
Palmer, A. (2005), Principles of Services Marketing, 4th ed., New York: McGraw-Hill.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985), "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, Vol. 49, pp. 41-50.
Pine, B. J. and J. H. Gilmore (1999), The experience economy : work is theatre and every business a stage, Harvard Business School Press.
Porter, M. E. (1996), “What is strategy? ,” Harvard Business Review, Vol. 96, No. 6, pp.61-78.
Pullman, M. and M. Gross (2004), "Ability of Experience Design Elements to Elicit Emotions and Loyalty behaviors," Decision Sciences Journal, Vol. 35, No. 3, pp. 551-578.
Rhoades, D. L. and Lush, H. (1997), “A Typology of Strategic Alliances in the Airline Industry: Propositions for Stability and Duration,” Journal of Air Transport Management, Vol. 3, No. 3, pp. 109-114.
Reynold, M. M. and Hixson, C. D. (1992), "Transit vehicle meets system: a method for measuring transfer time between transit routes," Transportation Research Record, Vol. 1349, pp.35-41.
Reimer, A. and Kuehn, R. (2005), “The impact of servicescape on quality perception,” European Journal of Marketing, Vol. 39, No. 7, pp. 785-808.
Robert, J. Kwortnik (2009), "Shipscape Influence On the Leisure Cruise Experience," International Journal of Culture, Tourism and Hospitality Research, Vol. 2, No. 4, pp. 289-311.
Rosenquist, L.E.D. (2005), “A psychosocial analysis of the human-sanitation nexus,” Journal of Environmental Psychology, Vol. 25, pp. 335-346.
Russell, J.A. and Snodgrass, J. (1987), “Emotion and the Environment,” Handbook of Environmental Psychology, Vol. 1, pp. 245-80.
Salzborn, F. J. M. (1980), "Scheduling bus system with interchange," Transportation Science, Vol. 14, pp.211-231.
Sampson, S. E. and Showalter, M. J. (1999), “The Performance-Importance Response Function: Observations and Implications,” The Service Industries Journal, Vol. 19, No. 3, pp. 1-25.
Shah, H., Goh, S. H., Kellogg, D. K. and Lacy, H. S. (2006), “Numerical Modeling and Analysis of a Large Mat Foundation Supported on a Varved Silt and Clay Formation of New York City,” Proceedings of ASCE Conference, Atlanta, Georgia.
Sheth, C., Triantis K. and Teodorovic D. (2007), “Performance evaluation of bus routes: A provider and passenger perspective,” Transportation Research Part E: Logistics and Transportation Review, Vol. 43, No. 4, pp. 453-478.
Sherry, J. F. Jr. (1998), Servicescapes: The Concept of Place in Contemporary Markets, Chicago: Contemporary Publishing Company.
Spangenberg, E.R., Crowley, A.E. and Henderson, P.W. (1996), “Improving the store environment: do olfactory cues affect evaluations and behaviours,” Journal of Marketing, Vol. 60, No. 2, pp. 67-80.
Spies, K., Hesse, F. and Loesch, K. (1997), “Store atmosphere, mood and purchasing behavior,” International Journal of Research in Marketing, Vol. 14, No. 1, pp. 1-17.
Steffen, D. (2006), Potential Quality of Services: Conceptualization and Empirical Validation, Wiesbaden: Gabler-Verlag.
Stern, J. and Stern, M. (2000), “Next to godliness: the past days of cleanliness have made a return,” Nation’s Restaurant News, Vol. 34, No. 2, pp. 28.
Sylvie Morin, Laurette Dubé and Jean-Charles Chebat (2007), "The role of pleasant music in servicescapes: A test of the dual model of environmental perception," Journal of Retailing, Vol. 83, No. 1, pp. 115-130.
Szymanski, D. M. and Henard, D. H. (2001), “Customer Satisfaction: A Meta-analysis of the Empirical Evidence,” Academy of Marketing Science Journal, Vol. 29, No. 1, pp. 16-35.
Takagi, S. F. (1989), Human Olfaction, Tokyo: University of Tokyo Press.
Tam, M. L. and Lam, W. H. K. (2004), "Determination of Service Levels for Passenger Orientation in Hong Kong International Airport," Journal of Air Transport Management, Vol. 10, No. 3, pp. 181-189.
Tarrant, M. A. and Smith, E. K. (2002), “The use of a modified importance of outdoor recreation settings,” Management Leisure, Vol. 7, No. 2, pp. 69-82.
Thiry, B. and H.Tulkens (1992) , "Allowing for Inefficiency in Parametric Estimation of Production Functions for Urban Transit Firms," Journal of Productivity Analysis, Vol. 3, No. 1, pp. 45-65.
Thomke, S. (2003), “R&D comes to service: Bank of America’ s path breaking experiments,” Harvard Business Review, Vol. 81, No. 4, pp. 71-79.
Tombs, A. and McColl-Kennedy, J. R. (2003), “Social-servicescape conceptual model,” Marketing Theory, Vol. 3, No. 4, pp. 447-475.
Turley, L.W. and Ronald E. Milliman (2000), "Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence," Journal of Business Research, Vol. 49, No. 2, pp. 193-211.
Venkatraman, Meera and Nelso, Teresa (2008), "From servicescape to consumptionscape: a photo-elicitation study of Starbucks in New China," Journal of International Business Studies, Vol. 39, pp. 1010-1026.
Voss, G. B., Parasuraman, A. and Grewal, D. (1998), “The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service, Exchange,” Journal of Marketing, Vol. 62, pp. 46-61.
Wakefield, K.L. and Baker, J. (1998), “Excitement at the mall: determinants and effects on shopping response,” Journal of Retailing, Vol. 74, No. 4, pp. 515-539.
Wakefield, K. L., and Blodgett, J. G. (1994), “The Importance of Servicescapes in Leisure Service Settings,” The Journal of Services Marketing, Vol. 8, No. 3, pp. 66-76.
Wakefield, K. L., Blodgett, J. G. and Sloan, H. J. (1996), “Measurement and management of the sportscape,” Journal of Sport Management, Vol. 10, pp. 15-31.
Weber, K. (2000), “Meeting Planners Perceptions of Hotel-Chain Practices and Benefits,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 41, No. 1, pp. 32-38.
Weinrach, J. (2000), “Environmental psychology: why should we care,” Environmental Quality Management, Vol. 10, No. 2, pp. 83-86.
Wener, R. (1985), The environmental psychology of service encounters, in John, Czepiel,J., Solomon, M. and Surprenant, C. (Eds), MA, Lexington: The Service Encounter.
Wineman, J. (1982), “Office design and evaluation,” Environment & Behavior, Vol. 14, No. 3, pp. 271-298.
Wu, H. -H. and Shieh, J. I. (2009), “The development of a confidence interval-based importance-performance analysis by considering variability in analyzing service quality,” Expert Systems with Applications, Vol. 36, No. 3, pp. 7040-7044.
Yalch, R.F. and Spangenberg, E. (1988), “An environmental psychological study of foreground and background music as retail atmospheric factors”, Efficiency and Effectiveness in Marketing: AMA Educators’ Proceedings, pp. 106-110.
Yeh, C. H. and Kuo, Y. L. (2003), “Evaluating Passenger Services of Asia-Pacific International Airports,” Transportation Research Part E, Vol. 39, pp. 35-48.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. 任維廉、胡凱傑(2001),「大眾運輸服務品質量表之發展與評估:以台北市公車系統為例」,運輸計劃季刊,第三十卷第二期,頁371-408。
2. 楊蓮福(2009),〈1935年臺灣博覽會的相關地圖介紹〉,《地圖》,台北:博揚文化
3. 衛萬明(2007),「客運轉運中心區位評選之研究-以大台中都會區為例」,規劃學報,第三十四期,頁69-88。
4. 胡凱傑、任維廉、陳建元(2009),「服務保證與知覺等候經驗對旅客滿意度與再購意願之影響:以臺鐵為例」,運輸學刊,第二十一卷第四期,頁355-384。
5. 張有恆、蔡欽同(1993),「模糊理論應用於公車系統營運服務績效評估之研究」,運輸計劃季刊,第二十二卷第一期,頁79-104。
6. 賴進貴、陳玉文、葉高華、黃清琦(2004):〈臺灣地圖觀點之研究〉,《地圖》
7. 任維廉、董士偉、呂堂榮(2005),「服務場景與等候經驗對國道客運乘客行為意向與選擇行為之影響」,運輸計劃季刊,第三十四卷第三期,頁413-442。
8. 張有恆、陳昭宏(1998),「公車不確定性狀況應變營運管理模糊專家系統之研究」,運輸計劃季刊,第二十七卷第一期。
9. 胡凱傑、李太雨、丘志文(2011),「以Kano模式與重要度績效分析探討亞洲主要貨櫃港口之服務品質」,運輸學刊,第二十三卷,第一期,頁131-162。
10. 盧右梅、吳信宏(2010),「應用IPA模式檢視台灣高鐵乘客之服務品質需求」,品質學報,第十七期第一卷,頁21-43。