跳到主要內容

臺灣博碩士論文加值系統

(3.237.6.124) 您好!臺灣時間:2021/07/24 03:11
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:徐偉恭
研究生(外文):Hsu, Weikung
論文名稱:知覺價值、等候資訊與排隊要求對於餐廳服務等待之影響
論文名稱(外文):The Influence Of Perceived Value, Waiting Information And Queuing Requirement In Restaurant Service Waits
指導教授:游蓓怡游蓓怡引用關係
口試委員:蘇宏仁黃慧玲
口試日期:2012-06-25
學位類別:碩士
校院名稱:國立中正大學
系所名稱:行銷管理研究所
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:英文
論文頁數:72
中文關鍵詞:服務等待知覺價值等候資訊排隊
外文關鍵詞:service waitsperceived valuewaiting informationqueuing
相關次數:
  • 被引用被引用:0
  • 點閱點閱:800
  • 評分評分:
  • 下載下載:43
  • 收藏至我的研究室書目清單書目收藏:0
服務等待在服務業中是非常常見且很難避免的,在服務等待的情況下,顧客對於服務的評估會受到許多不同面向影響,例如他們可能會以對於該服務所認定的知覺價值或是服務人員的回應態度做為評估該服務的依據。
本研究探討在餐廳服務等待中,三項因素(知覺價值、等候資訊、排隊要求)對於服務評估的影響。 透過兩個2x2的因子實驗設計來分別探討在發生服務等待的情況下:
一、知覺價值和等候資訊對於服務評估的影響
二、知覺價值和排隊要求對於服務評估的影響。
研究結果顯示等候資訊對於服務評估有強烈的主效果而知覺價值跟排隊要求會產生交互作用
根據結果,本研究歸納出幾項結論與建議。其中,等候資訊對於餐廳服務業來說是非常重要的,而知覺價值會影響在服務等待發生情況下的顧客服務評估,但在排隊要求的影響下,顧客對於知覺價值較高的餐廳則會有較差的評估。

Service waits are common and sometimes inevitable. Besides, customers’ evaluation over the service may be influenced by several attributes in the waiting situation. For example, they may judge the service wait by their perceived value of the service and the response of the service staff.
This study tries to find the influence of three factors over service evaluation in the restaurant service waiting situation. Two 2x2 factorial experiments were conducted respectively to test the influence of (1) perceived value and waiting information, and (2) perceived value and queuing requirement on service evaluation. Results show that waiting information has strong main effect on service evaluation while there would be an interaction effect between perceived value and queuing requirement.
With the results, this research would conclude with several implications. It is suggested that waiting information is an important filler for restaurant services. While perceived value may also influence customers’ service evaluation in restaurant service waits, queuing requirement would be a vital attribute as it would give customers more negative evaluation in a higher perceived value restaurant.


CONTENT
ABSTRACT……………...………………………………………………….………...i
摘要……………………………………………………………………………………ii
CONTENT………………...……………………………………………….………...iii
TABLE CONTENT……………………………………………………..………….v
FIGURE CONTENT…………………………………………………….………...vi
Chapter 1 Introduction……...…………………………………………….…………1
Chapter 2 Literature Review…………...………………………………….…...……3
2.1 Service Waits……………………...……………………….….…..………….3
2.1.1 Service Waits……………………………………………….…………3
2.1.2 Service Evaluation………………………………………...…………..4
2.1.3 Waits in Restaurant Service….…………………………..….…….….5
2.2 Service Waits Management……………………………………...….….…….6
2.2.1 Waiting –time Fillers……………………………………...…………..6
2.2.2 Waiting –Duration Information………………………..…..……….....8
2.2.3 Queue Waits……………….………………………….….…….........10
2.3 Customer Perceived Value………….……………………………...……….11
2.3.1 Definitions of Perceived Value………………………..…..………...11
2.3.2 Dimensions of Perceived Value….……………………..….………..11
2.3.3 Perceived Value and Service Evaluation in Service Waits...………..12
Chapter 3 Methodology…………………………………..…………..…………….14
3.1 Pilot Study…...…………………………………….………………………..14
3.2 Experiment 1…..…….……………………………………………………...20
3.2.1 Method……….……………………………………………………...20
3.2.2 Manipulation Check……………………….………………………...21
3.2.3 Participant..……..………………………….………………………...21
3.2.4 Measurement.……..……………………….………………………...21
3.2.5 Procedure…...…….………………………..………………………...22
3.3 Experiment 2…..………………………………….………………………...23
3.3.1 Method………….…………………………………………………...23
3.3.2 Manipulation Check……………………….………………………...24
3.3.3 Participant..……..………………………….………………………...24
3.3.4 Measurement.……..……………………….………………………...24
3.3.5 Procedure…...……..……………………….………………………...24
Chapter 4 Results…...……………………………………………………………..26
4.1 Results for experiment 1..…………………………………………………..26
4.1.1 Participant Structure.....……………………………………………..26
4.1.2 Manipulation Check Results…….…………………………………..26
4.1.3 Results……………………..………………………………………..26
4.2 Results for experiment 2..…………………………………………………..29
4.2.1 Participant Structure.....……………………………………………..29
4.2.2 Manipulation Check Results……………….……………………….31
4.2.3 Results……………………..………………………………………..31
Chapter 5 General Discussion.……………………………………………………34
5.1 Research Findings...………………………………………………………..34
5.2 Academic and Managerial Implications…….……………………………..35
5.3 Research Limitation…….…………………………………………………..36
5.4 Future Research Implication..………………..……………………………..37
REFERENCES...………………………………….………………………………….38
APPENDIX 1…..………………………….…………………………………………41
APPENDIX 2…..……………………….……………………………………………53


Antonides, G., Verhoef, P. C., & van Aalst, M. (2002). Consumer perception and
evaluation of waiting time: a field experiment. Journal of Consumer Psychology,
12(3), 193-202.
Ashton, A. S., Scott, N., Solnet, D., & Breakey, N. (2010). Hotel restaurant dining: the
relationship between perceived value and intention to purchase. Tourism and
Hospitality Research, 10(3), 206-218.
Bitner, M. J., Booms, B. H., & Tetreault, M.S. (1990). The service encounter:
diagnosing favorable and unfavorable incidents. The Journal of Marketing,
54(1), 71-84.
Cheng, J. M., Lin, J. Y., & Wang, E. S. (2010). Value creation through service cues:
the case of the restaurant industry in Taiwan. Service Marketing Quarterly,
31(1), 133-150.
Cretu, A. E., & Brodie, R. J. (2007). The influence of brand image and company
reputation where manufacturers market to small firms: a customer value
perspective. Industrial Marketing Management, 36, 230-240.
Dube-Rioux, L., Schmidt, B. H., & Leclerc, F. (1989). Consumer's reactions to
waiting: when delays affect the perception of service quality. Advances in
Consumer Research, 16, 59-63.
Durrande-Moreau, A. (1999). Waiting for service: ten years of empirical research.
International Journal of Service Industry Management, 10(2), 171-189.
Grewal, D., Krishnan, R., Baker, J. & Borin, N. (1998). The effect of store name,
brand name and price discounts on consumers’ evaluations and purchase
intentions. Journal of Retailing, 74(3), 331-352.
Hui, M. K., Dube, L., & Chebat, J. (1997). The impact of consumers’ reaction to
waiting for services. Journal of Retailing, 73(1), 87-104.
Hui, M. K., Thakor, M. V., & Gill, R. (1998). The effect of delay type and service
stage on consumers' reactions to waiting. The Journal of Consumer Research,
24(4), 469-480.
Hui, M. K., & Tse, D. K. (1996). What to tell consumers in waits of different lengths:
an integrative model of service evaluation. Journal of Marketing, 60(2), 81-90.
Hui, M. K., & Zhou, L. (1996). How does waiting duration information influence
customers’ reactions to waiting for services. Journal of Applied Social
Psychology, 26(19), 1702-1717.
Hwang, J., & Lambert, C. U. (2005). Customers’ identification of acceptable waiting
times in a multi-stage restaurant system. Journal of Foodservice Business
Research, 8(1), 3-16.
Jones, P., & Dent, M. (1994). Improving service: managing response time in
hospitality operations. International Journal of Operations and Production
Management, 14(5), 52-58.
Katz, K. L., Larson, B. M., & Larson, R. C. (1991). Prescription for the
waiting-in-line blues: entertain, enlighten, and engage. Sloan Management
Review, 32(2), 44-53.
Kostecki, M. (1996). Waiting lines as a marketing issue. European Management
Journal, 14(3), 295-303.
Low, G. S., & Lamb, C. W. J. (2000). The measurement and dimensionality of brand
associations. The Journal of Product and Brand Management, 9(6), 350-368.
Maister, D. (1985). The psychology of waiting lines. In J. Czepiel, M. Solomon & C.
Suprenant (Eds.), The Service Encounter (pp. 113-23). Lexington, MA:
Lexington Books.
McDougall, G. H. G, & Levesque, T. J. (1999). Waiting for service: the effectiveness
of recovery strategies. International Journal of Contemporary Hospitality
Management, 11(1), 6-15.
Miller, E. G., Kahn, B. E., & Luce, M. F. (2008). Consumer wait management
strategies for negative service events: a coping approach. Journal of Consumer
Research, 34, 635-648.
Noone, B., Kimes, S. E., Mattila, A.S., & Wirtz, J. (2007). The effect of meal pace on
customer satisfaction. Cornell Hotel and Restaurant Administration Quarterly,
Cornell University, 48(3), 231-245.
Osuna, E. E. (1985). The psychological costs of waiting. Journal of Mathematical
Psychology, 29, 82-105.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of
service quality and its implications for future research. Journal of Marketing,
49(4), 41-50.
Paswan, A. K., Spears, N., & Ganesh, G. (2007). The effects of obtaining one’s
preferred service brand on consumer satisfaction and brand loyalty. Journal of
Services Marketing, 21(2), 75-87.
Pruyn, A., & Smidts, A. (1998). Effects of waiting on the satisfaction with the service:
beyond objective time measures. International Journal of Research in
Marketing, 15, 321-334.
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: a
theory of consumption value. Journal of Business Research, 22, 159-170.
Taylor, S. (1994). Waiting for service: the relationship between delays and
evaluations of service. Journal of Marketing, 58(2), 56-69.
Tom, G., Burns, M., & Zeng, Y. (1997). Your life on hold. The effect of telephone
waiting time on customer perception. Journal of Direct Marketing, 11(3), 25-31.
Yan, R., & Lotz, S. (2006). The waiting game: the role of predicted value, wait
disconfirmation, and providers’ actions in consumers’ service evaluations.
Advances in Consumer Research, 33, 412-418.
Yüksel, A., & Yüksel, F. (2002). Measurement of tourist satisfaction with restaurant
services: A segment-based approach. Journal of Vacation Marketing, 9(1),
52-68.
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