(100.26.179.251) 您好!臺灣時間:2021/04/12 21:33
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:::

我願授權國圖
: 
twitterline
研究生:曾明淨
研究生(外文):ZENG, MING-JING
論文名稱:飯店業服務場景與體驗價值對行為意圖之影響:以台灣及中國大陸個案為例
論文名稱(外文):The Effects of Servicescapes and Experiential Value on Behavior Intentions for Hotel Industry: Cases of Taiwan and Mainland China
指導教授:胡凱傑胡凱傑引用關係
指導教授(外文):Kai-Chieh Hu
口試委員:張宏生陳彥蘅
口試委員(外文):Chang Hong ShengCHEN, YEH-HENG
口試日期:2014-07-22
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:2014
畢業學年度:102
語文別:英文
論文頁數:95
外文關鍵詞:ServicescapeExperiential ValueBehavior IntentionHotel Industry
相關次數:
  • 被引用被引用:0
  • 點閱點閱:257
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:22
  • 收藏至我的研究室書目清單書目收藏:0
With the increasing of tourists between Taiwan and Mainland China, hotel industry face more competitive environment. Also, tourists nowadays tend to seek an unforgettable experience and memory. How to attract customers and catch their attention in order to retain old customers and attract new ones is a critical issue for the manager in the hotel industry. Therefore, this study aimed at exploring the effects of servicescape, experiential value and behavior intentions and discussing the differences between Taiwan and Mainland China in the hotel industry. The questionnaire was collected from Taiwan and Mainland China. The effective questionnaire obtained was 514 copies. After applying structural equation modeling (SEM) to test the theoretical model, the research results showed that the effects of servicescape on experiential value and behavior intentions are significant. And the effect of experiential value on behavior intentions is also significant. Through the independent samples t-test, the experiential value and servicescapes have a statistically significant difference in Taiwan and Mainland China. The reason can be explained that the people in Taiwan may have higher standard and demand so that they are more difficult to be satisfied compared with the people in Mainland China. Moreover, this study proposed some managerial implications and suggestions for future research.
1.INTRODUCTION 1
1.1 Background and Motivation 1
1.2 Research Purpose 4
1.3 Research Process 4
2.LITERATURE REVIEW 6
2.1 Hotel Industry 6
2.1.1 Related Studies of Hotel Industry in Taiwan 6
2.1.2 Related Studies of Hotel Industry in Mainland China 6
2.2 Behavior Intentions 7
2.2.1 The Definition of Behavior Intentions 7
2.2.2 Related Studies of Behavior Intentions 9
2.3 Experiential Value 10
2.3.1 The Definition of Experiential Value 10
2.3.2 Related Studies of Experiential Value 12
2.3.3 The Relationship between Experiential Value and Behavior Intentions 13
2.4 Servicescapes 14
2.4.1 The Definition of Servicescapes 14
2.4.2 Related Studies of Servicescapes 18
2.4.3 The Relationship between Servicescapes and Behavior Intentions 19
2.4.4 The Relationship between Servicescapes and Experiential Value 20
2.5 Theoretical Model and Hypothesis 21
3.RESEARCH METHOD 22
3.1 Measurements and Questionnaire 22
3.1.1 Servicescapes 23
3.1.2 Experiential Value 24
3.1.3 Behavior Intentions 25
3.2 Data Collection 26
3.3 Analysis 27
3.3.1 Descriptive Statistics Analysis 27
3.3.2 Reliability and Validity Analysis 27
3.3.3 Theory Construction of SEM 28
4.RESULT 29
4.1 Respondents Characteristics 29
4.1.1 Effective Response Rate 29
4.1.2 Sample Structure 29
4.1.3 Descriptive Statistics 33
4.2 Reliability and Validity Analysis 35
4.2.1 Reliability Analysis 35
4.2.2 Validity Analysis 35
4.3 Confirmatory Factor Analysis 39
4.3.1 Servicescapes 39
4.3.2 Experiential Value 42
4.3.3 Behavior Intentions 48
4.4 Path Analysis 50
4.4.1 Over-Identified 50
4.4.2 Goodness of Fit and Modification Indices 50
4.4.3 Result of Path Analysis 57
4.4.4 Direct and Indirect Effect Analysis 59
4.5 Mediator Analysis 60
4.6 Comparison between Taiwan and Mainland China Cases 62
4.6.1 Taiwan 62
4.6.2 Mainland China 66
4.6.3 Difference between Taiwan and Mainland China 70
5.DISCUSSION 75
5.1 Conclusions 75
5.2 Managerial Implications 76
5.3 Limitation and future research Suggestions 79
Reference 81
Appendix 1 89
Appendix 2 91


1.Anderson, J. C., & Gerbing, D. W. (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, 103(3), 411-423.
2.Andersson, T. D. (2007). The tourist in the experience economy. Scandinavian Journal of Hospitality and Tourism, 7(1), 46-58.
3.Ariffin, H. F., Bibon, M. F., & Abdullah, R. P. S. R. (2012). Restaurant's Atmospheric Elements: What the Customer Wants. Procedia - Social and Behavioral Sciences, 38, 380-387.
4.B. Joseph Pine II , J. H. G. (1998). Welcome to the Experience.
5.Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or Fun : Measuring Hedonic and Utilitarian Shopping Value. Journal of Consumer Research, 20, 644-656.
6.Baker, D. A., & Crompton, J. L. (2000). Quality Satisfaction and Behavior Intentions. Annals of Tourism Research, 27(3), 785-804.
7.Baker, J., Grewal, D., & Sherry, A. (1994). The Influence of Store Environment on Quality Inferences and Store Image. Journal of the Academy of Marketing Science, 24(4), 338-349.
8.Berry, L. L., Zeithaml, V. A., & Parasuraman, A. (1993). The nature and determinants of customer expectations of services. Journal Academy of Marketing Science, 21, 1-12.
9.Bitner, M. J. (1992). Servicescapes : The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56, 57-71.
10.Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavior intentions. Journal of Marketing Research, 30(1), 7-27.
11.Chen, H.B., Yeh, S.S., & Huan, T.C. (2013). Nostalgic emotion, experiential value, brand image, and consumption intentions of customers of nostalgic-themed restaurants. Journal of Business Research.
12.Chow, I. H.S., Lau, V. P., Lo, T. W.C., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives. International Journal of Hospitality Management, 26(3), 698-710.
13.Cockrill, A., Goode, M., & Emberson, D. (2008). Servicescape matters – or does it? The special case of betting shops. Marketing Intelligence & Planning, 26(2), 189-206.
14.Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
15.Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67.
16.Dragicevic, M., & Rakidzija, I. (2012). The Music as an Element of Physical Evidence in Service Organizations. Procedia Economics and Finance, 3, 666-671.
17.Fiore, A. M., & Kim, J. (2007). An integrative framework capturing experiential and utilitarian shopping experience. International Journal of Retail and Distribution Management, 35(6), 421-442.
18.Gibson, H. (2005). Towards an understanding of ‘why sport tourists do what they do’. Sport in Society Special Issue: Sport Tourism: Concepts and Theories, 8(2), 198-217.
19.Giovanis, A. N., Tomaras, P., & Zondiros, D. (2013). Suppliers Logistics Service Quality Performance and its Effect on Retailers’ Behavioral Intentions. Procedia - Social and Behavioral Sciences, 73, 302-309.
20.González, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service quality and customer satisfaction. Journal of Business Research, 60(2), 153-160.
21.Grewal, D., Baker, J., Levy, M., & Voss, G. B. (2003). The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of Retailing, 79(4), 259-268.
22.Grimmer, M., & Bingham, T. (2013). Company environmental performance and consumer purchase intentions. Journal of Business Research, 66(10), 1945-1953.
23.Hair, J.F. Jr., Anderson, R.E., Tatham, R.L., Black, W.C. (1998). Multivariate Data Analysis (5th ed.). Englewood Cliffs, NJ : Prentice-Hal.
24.Harris, L. C., & Ezeh, C. (2008). Servicescape and loyalty intentions: an empirical investigation. European Journal of Marketing, 42(3/4), 390-422.
25.Hoffman, K. D., & Turley, L. W. (2002). Atmospherics, service encounters and consumer decision making an integrative perspective. Journal of Marketing Theory and Practice, 10(3), 33.
26.Holbrook, M. B., & Hirschman, E. C. (1982). The Experiential Aspects of Consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132-140.
27.Holbrook, M. B. (1994). The nature of customer value: An axiology of service in the consumption experience, Service Quality: New Direction in Theory and Practice, by Rpland T. Rust and Richard L. Oliver, eds. Thousand Oaks, CA: Sage Publications.
28.Hoyle, R. H. (1995). Structural Equation Modeling: Concepts, Issues and Applications, Newbury Park: Stage.
29.Hatcher, L. (1998). A step-by-step approach to using the SAS system for factor analysis and structural equation modeling. 3rd, SAS Institute Inc.
30.Jang, S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions Application of an extended Mehrabian Russell model to restaurants. Journal of Business Research, 62, 451-460.
31.Jayanti, R. K., & Ghosh, A. K. (1996). Service value determination: an integrative perspective. Journal of Hospitality & Leisure Marketing, 3(4), 5-25.
32.Jeon, S., & Kim, M.S. (2012). The effect of the servicescape on customers’ behavioral intentions in an international airport service environment. Service Business, 6(3), 279-295.
33.Joreskog, K. G. & Sorbom, D. (1993). LISREL 8 User’s Reference Guide. Mooresville“, IN: Scientific Software, INC.
34.Keillor, B. D., Lewison, D., Hult, G. T. M., & Hauser, W. (2007). The service encounter in a multi-national context. Journal of Services Marketing, 21(6), 451-461.
35.Kabadayı, E. T., & Alan, A. K. (2012). Revisit Intention of Consumer Electronics Retailers: Effects of Customers’ Emotion, Technology Orientation and WOM Influence. Procedia - Social and Behavioral Sciences, 41, 65-73.
36.Kashyap, R., & Bojanic, D. C. (2000). A structural analysis of value, quality and price perception of business and leisure travelers. Journal of Travel Research, 39, 45-51.
37.Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-65.
38.Kuo, Y.F., Wu, C.M., & Deng, W.J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887-896.
39.Kwortnik, R. J. (2008). Shipscape influence on the leisure cruise experience. International Journal of Culture, Tourism and Hospitality Research, 2(4), 289-311.
40.Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry. Managing Service Quality, 19(3), 308-331.
41.Ladhari, R., Brun, I., & Morales, M. (2008). Determinants of dining satisfaction and post-dining behavioral intentions. International Journal of Hospitality Management, 27(4), 563-573.
42.Lio, H.L., & Rody, R. (2009). The Emotional Impact of Casino Servicescape. Gaming Research & Review Journal.
43.Lucas, A. F. (2003). The determinants and effects of slot servicescape satisfaction in a Las Vegas hotel casino. Gaming Research & Review Journal.
44.Michael, D. C., Jonathan, H. C., Wu, H. B. D., & Gan, C. (2009). An empirical study of behavioral intentions in the Taiwan hotel industry. Innovative Marketing, 5(3).
45.Maghnati, F., Ling, K. C., & Nasermoadeli, A. (2012). Exploring the Relationship between Experiential Marketing and Experiential Value in the Smartphone Industry. International Business Research, 5(11).
46.Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value : conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77, 39–56.
47.Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behavior. Journal of Retailing, 77, 273–289.
48.Morrison, M., Gan, S., Dubelaar, C., & Oppewal, H. (2011). In-store music and aroma influences on shopper behavior and satisfaction. Journal of Business Research, 64(6), 558-564.
49.Mossberg, L. (2007). A marketing approach to the tourist experience. Scandinavian Journal of Hospitality and Tourism, 7(1), 59-74.
50.Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(67-82).
51.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
52.Pine, B. J., & Gilmore, J. H. (1998). Welcome to the Experience Economy. Harvard Business Review.
53.Rosenbaum, M. S., & Massiah, C. (2011). An expanded servicescape perspective. Journal of Service Management, 22(4), 471-490.
54.Schmitt, B. D. (1999). Experiential Marketing. Journal of Marketing Management, 15(1), 53-67.
55.Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463.
56.Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: impact on satisfaction and intentions. journal of service Marjeting, 9(1), 15-23.
57.Schwartz, N. (1990). Feelings as information: Informational and motivational functions of affective states. In E. T. Higgins & R. M. Sorrentino (Eds.), Handbook of motivation and cognition: Foundations of social behavior (Vol. 2, pp. 527–561). New York, NY: Guilford Press.
58.Sit, J. & Morgan. M. J. (2009). Defining the experiential value of auxiliary special events in shopping centres: a shopper’s perspective. 15th Annual Conference of European Association for Education and Research in Commercial Distribution (EAERCD), Guildford, Surrey, UK.
59.Taiwan Tourism Bureau. (2012) Survey Report on Visitors Expenditure and Trends in Taiwan. (in Chinese) From: http://admin.taiwan.net.tw/statistics/market_en.aspx?no=16.
60.Tzeng, H.W. (2014). Evaluation of Service Quality Risk for Hotel Industry: Comparison between Taiwan and Mainland China. Department of Business Administrative. Taipei, Taiwan, Soochow University, Master Thesis.
61.Voon, B. H. (2012). Role of Service Environment for Restaurants: The Youth Customers’ Perspective. Procedia - Social and Behavioral Sciences, 38, 388-395.
62.Wakefield, K. L., & Blodgett, J. G. (1994). The importance of servicescapes in leisure service settings. The Journal of Services Marketing, 8(3), 66.
63.Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers' behavioral intentions in leisure service settings. The Journal of Services Marketing, 10(6), 45-62.
64.Walls, A., Okumus, F., Wang, Y., & Kwun, D. J.-W. (2011). Understanding the Consumer Experience: An Exploratory Study of Luxury Hotels. Journal of Hospitality Marketing & Management, 20(2), 166-197.
65.Wirtz, J., Mattila, A. S., & Tan, R. L. P. (2007). The role of arousal congruency in influencing consumers' satisfaction evaluations and in store behaviors. International Journal of Service Industry Management, 18, 6-24.
66.Wu, C. H. J., & Liang, R.D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28(4), 586-593.
67.Wu, L.Y., Chen, K.Y., Chen, P.Y., & Cheng, S.L. (2012). Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of Business Research.
68.Yang, H.E., Wu, C.C., & Wang, K.C. (2009). An Empirical Analysis of Online Game Service Satisfaction and Loyalty. Expert Systems with Applications, 36(2), 1816–1825.
69.Yeh, S.S., Chen, C., & Liu, Y.C. (2012). Nostalgic Emotion, Experiential Value, Destination Image, and Place Attachment of Cultural Tourists. Advances in Hospitality and Leisure, 8, 167-187.
70.Yelkur, R. (2000). Customer satisfaction and the services marketing mix. Journal of Professional Services Marketing, 21(1), 105-115.
71.Yuan, Y. H. E., & Wu, C. K. (2008). Relationships among experiential marketing, experiential value, and customer satisfaction. Journal of Hospitality & Tourism Research, 32(3), 387-410.
72.Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. K. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, 52(3), 645-656.
73.Zeithaml, V. A. (1998). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52, 2-22.
74.Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavior consequences of service quality. Journal of Marketing, 60, 31-46.


QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊
 
系統版面圖檔 系統版面圖檔