( 您好!臺灣時間:2022/07/05 11:12
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::


研究生(外文):Chen-Yin Liao
論文名稱(外文):The Study of the Similarities and Differences of Queuing Management between Two Branches’ Operations of Din Tai Fung
指導教授(外文):Chung-Hsing Huang
口試委員(外文):Jiun-Yu YuMing-Yih Yeh
外文關鍵詞:Observation MethodsInterview MethodsWaiting Theory
  • 被引用被引用:0
  • 點閱點閱:1522
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0

  Waiting is almost everyone’s common life experience. We have the waiting experience of having lunch and taking bus. In daily life, there are a lot of waiting instances. For example, a well-known restaurant, a foreign fashion apparel brand or famous travel space, there are crowds of people queuing in line. What is the main reason that the consumers are willing to wait for such a long time? In pre-process waiting, consumers will have what kinds of behaviors? And service providers will have what kinds of methods to manage the consumer waiting behaviors?
  This paper aims at the catering industry and focus on two branches of Din Tai Fung. Non-participant observation method was used to observe consumers waiting behavior. Then, interview method was used to understand the reasons of management methods. The results indicate that different types of branches lead to different consumer distributions and behaviors. Din Tai Fung has the same mainly management methods, but Din Tai Fung modifies the management methods to suit the branches situations which are based on the different consumer distributions. Release the pressure of waiting, increase the waiting satisfaction and lead to increase the customer satisfaction.
  Other catering companies can take the result of this paper for reference when managing consumer waiting behaviors. Catering companies should focus on “Quality” and make waiting to be part of the service process. Therefore, consumers will have the positive waiting satisfaction and lead to increase the customer satisfaction. Also, this paper shed the light of future studies on further consumer waiting behaviors.

口試委員審定書                I
謝辭                     II
摘要                     III
Abstract                IV
目錄                     V
圖目錄                     VI
表目錄                     VII
第一章 緒論                1
 第一節 研究背景                1
 第二節 研究動機與目的           3
第二章 文獻探討                5
 第一節 鼎泰豐介紹              5
 第二節 等待理論                7
 第三節 文獻小結                13
第三章 研究方法                14
 第一節 觀察法                14
 第二節 訪談法                16
 第三節 研究流程與實施過程           17
第四章 結果分析                 21
 第一節 分店位置及不同店型的消費者等待行為   21
 第二節 客群分布                28
 第三節 鼎泰豐對等待的看法        34
 第四節 鼎泰豐主要的等待管理措施        34
 第五節 鼎泰豐其他等待管理措施      37
第五章 結論與建議                41
 第一節 結論                41
 第二節 建議                44
 第三節 研究限制與未來研究方向      45
參考文獻                     47
附件一、信義店所在位置圖          52
附件二、復興店所在位置的周邊店家配置圖      53
附件三、觀察表(僅以11:00a.m.~12:00p.m.為例) 54
附件四、訪談問題                56

1.Antonides, G., Verhoef, P. C., & van Aalst, M. (2002). Consumer perception and evaluation of waiting time: a field experiment. Journal of Consumer Psychology, 12, 193–202.
2.Arnould, E. and Wallendorf, M. (1994). Market-oriented ethnography: interpretation building and marketing strategy formulation. Journal of Marketing Research, Vol. 31 No. 4, pp. 484-504.
3.Baker, Julie;Cameron, Michaelle. (1996). The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Academy of Marketing Science. Journal.
4.Bitner, Mary Jo. (1992). Servicescapes: The impact of physical surroundings on consumers and employees. Journal of Marketing.
5.Bitran Gabriel and Mondschein Susana. (1997). Managing the tug-of-war between supply and demand in the service industries. European Management Journal.
6.Borowski, C. (2008). Actors paid to line up for iPhone launch in Poland. Retrieved August 21, 2008 from, http://www.reuters.com/article/marketsNews/idINN215519020080821?rpc=44
7.Boulding, W., & Kirmani, A. (1993). A consumer-side experimental examination of signaling theory. Journal of Consumer Research, 20, 111–123.
8.Chebat, J. C., Claire, G. C., & Filiatrault, P. (1993). Interactive effects of musical and visualcues on time perception: An application to waiting lines in banks. Perceptual and Motor Skills, 77: 995-1020.
9.Chebat, J.C., Filiatrault, P. and Gelinas-Chebat, C. (1995). Impact of waiting attribution and consumer’s mood on perceived quality. Journal of Business Research, Vol. 34 No. 3, pp. 191-6.
10.Davis, M. M. and Heineke, J. (1994). Understanding the Roles of the Customer and the Operation for Better Queue Management. International Journal of Operations & Production Management, Vol 14, pg21-34.
11.Davis, Mark M. and Janelle Heineke. (1998). How Disconfirmation, Perception, and Actual Waiting Times Impact Customer Satisfaction. International Journal of Service Industry Management, 9 (1), 64-73.
12.Davis, M.M. and Vollman, T.E. (1990). A framework for relating waiting time and customer satisfaction in a service operation. Journal of Service Marketing, Vol. 4 No. 1, pp. 61-9.
13.Douglas, S.P. and Wind, Y. (1978). Examining family role and authority patterns: two methodological issues. Journal of Marriage and the Family, Vol. 3, pp. 35-47.
14.Dube-Rioux, Laurette, Bernd H. Schimtt, and France Leclerc. (1989). Consumers’Reactions to Waiting: When Delays Affect the Perception of Service Quality. Advances in Consumer Research, 16, 59-63.
15.Durrande-Moreau, A. (1999). Waiting for service: ten years of empirical research. International Journal of Service Industry Management, Vol. 10 No. 2, pp. 171-78.
16.Fre’de’ric Bielen and Nathalie Demoulin. (2007). Waiting time influence on the satisfaction-loyalty relationship in services. Managing Service Quality Vol. 17 No. 2, 2007.
17.Gardner, Meryl Paula. (1985). Mood States and Consumer Behavior: A Critical Review. Journal of Consumer Research, 12 (December), 281-300.
18.Heung, V.C.S., Tsang, N. and Cheng, M. (2009). Queuing behavior in theme parks: a comparison between Chinese and Western tourists. Journal of China Tourism Research, Vol. 5 No. 1,pp. 1-51.
19.Hornik, Jacob. (1984). Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior. Journal of Consumer Research, 11 (June), 615-618.
20.Hui, Michael K. and David K. Tse. (1996). What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation. Journal of Marketing, 60 (April), 81-90.
21.Hui, Michael K., Mrugank V. Thakor, and Ravi Gill. (1998). The Effect of Delay Type and Service Stage on Consumers’ Reactions to Waiting. Journal of Consumer Research, 24 (March), 469-479.
22.Katz, Karen L., Blaire M. Larson, and Richard C. Larson. (1991). Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage. Sloan Management Review, (Winter), 44-53.
23.Kirmani, A., & Rao, A. R. (2000). No pain, no gain: a critical review of the literature on signaling unobservable product quality. Journal of Marketing, 64, 66–79.
24.Kumar, Piyush;Kalwani, Manohar U;Dada, Maqbool. (1997). The Impact of Waiting Time Guarantees on Customers'' Waiting Experiences. Marketing Science.
25.Larson, R. (1987). Perspectives on queues: social justice and the psychology of queuing. Operations Research, Vol. 35 No. 6, pp. 895-905.
26.Leclerc, France, Bernd H. Schmitt, and Laurette Dube. (1995). Waiting Time and Decision Making: Is Time like Money. Journal of Consumer Research, 22(June), 110-119.
27.Levine,R. (1992). The fastest city in America. Across the Board.
28.Maccoby E. & Maccoby N. (1954). The Interview: A Tool of Social Science. In: G. Lindzey(Ed.)Handbook of Social Psychology. Massachusetts: Addison-Wesley.
29.Maister, David H. (1985). The Psychology of Waiting Lines. The Service Encounter,ed. John Czepiel, Michael Solomon, and Carol Suprenant, Lexington, MA:Leington Books, 113-123.
30.Mark P. Mobach. (2013). The impact of physical changes on customer behavior. Management Research Review. Vol. 36 No. 3, 2013
31.Mehrabian, A. and James A. Russell. (1974). An approach to environmental psychology.
32.Meiselman, H.J., Johnson, J.L., Reeve, W. and Crouch, J.E. (2000). Demonstration of the influence of the eating environment on food acceptance. Appetite, Vol. 35, pp. 231-7.
33.Michael D. Giebelhausen & Stacey G. Robinson &J. Joseph Cronin Jr. (2010). Worth waiting for: increasing satisfaction by making consumers wait.
34.Minichiello V., Aroni R., Timewell E. &Alexander L. (1995). In-depth Interviewing, Second Edition. South Melbourne: Longman.
35.Murray, K. B. (1991). A test of services marketing theory: consumer information acquisition activities. Journal of Marketing, 55, 10–25.
36.Nock, M. K. (2008). Actions speak louder than words: an elaborated theoretical model of the social function of self-injury and other harmful behaviors. Applied and Preventive Psychology, 12, 159–168.
37.Priority Management, Pittsburgh, PA, (1988).
38.Pruyn, A. and Smidts, A. (1993). Customers’ evaluations of queues: three exploratory studies. in van Raay, W.F. and Bamossy, G. (Eds), European Advances in Consumer Research,Vol. 1, Association for Consumer Research, Provo, UT, pp. 371-82.
39.Pruyn, Ad and Ale Smidts. (1998). Effects of Waiting on the Satisfaction with the Service” Beyond Objective Time Measures. International of Research in Marketing, 15, 321-334.
40.Rongrong Zhou & Dilip Soman. (2008). Consumers Waiting in Queues: The Role of First-order and Second-order Justice.
41.Senecal, S., & Nantel, J. (2004). The influence of online product recommendations on consumers’ online choices. Journal of Retailing, 80, 159–169.
42.Taylor, Shirley. (1994). Waiting for Service: The Relationship between Delays and Evaluations of Service. Journal of Marketing, 58 (April), 56-69.
43.Taylor, S. (1995). The effects of filled waiting time and service provider control over the delay on evaluations of service. Journal of the Academy of Marketing Science, 23, 38–48.
44.Tom, Gail and Scott Lucey. (1997). A Field Study Investigating the Effect of Waiting Time on Customer Satisfaction. The Journal of Psychology, 131 (6), 655-658.
45.Usunier, J.C. (1991). Business time perceptions and national cultures: a comparative survey. Management International Review, Vol. 31 No. 3, pp. 197-217.
46.Williams M. (1997). Social Surveys: Design to Analysis. In: T. May( Ed.) Social Research Issues, Methods and Process. Buckingham: Open University Press.
47.Wimmer, K. and Stiles, J. (2001). The observational research handbook: understanding how consumers live with your products. Journal of Advertising Research, January-February, pp. 91-3.
48.Yan, Ruoh-Nan. (2005). Waiting in service environments: investigating the role of predicted value, wait disconfirmation, and providers’ actions in consumers’ service evaluations.
49.Zeithaml, V. and Bitner, J. (2002). Services Marketing: Integrating Customer Focus across the Firm, 3rd ed., McGraw-Hill Higher Education, New York, NY.
50.Zhou, R. and Soman, D. (2003). Looking back: exploring the psychology of queuing and the effect of the number of people behind. Journal of Consumer Research, Vol. 29 No. 3,pp. 517-30.
51.Zikmund, William G. (1994). Business Research Methods. 4th Ed., Fort Worth: Dryden Press.


1.鼎泰豐官方網站 Retrieved April 28, 2013, from http://www.dintaifung.com.tw/tw/default.htm
2.東森新聞 (March 15, 2013) 蔥油餅深夜版 半夜開賣大排長龍 Retrieved March 24, 2013, from http://tw.news.yahoo.com/%E8%94%A5%E6%B2%B9%E9%A4%85%E6%B7%B1%E5%A4%9C%E7%89%88-%E5%8D%8A%E5%A4%9C%E9%96%8B%E8%B3%A3%E5%A4%A7%E6%8E%92%E9%95%B7%E9%BE%8D-013409640.html
3.自由時報 (January 28, 2013) 排隊潮惹鄰怨 福義軒暫停售家庭號蛋捲 Retrieved March 24, 2013, from http://tw.news.yahoo.com/%E6%8E%92%E9%9A%8A%E6%BD%AE%E6%83%B9%E9%84%B0%E6%80%A8-%E7%A6%8F%E7%BE%A9%E8%BB%92%E6%9A%AB%E5%81%9C%E5%94%AE%E5%AE%B6%E5%BA%AD%E8%99%9F%E8%9B%8B%E6%8D%B2-203013528.html

第一頁 上一頁 下一頁 最後一頁 top