(3.236.222.124) 您好!臺灣時間:2021/05/13 20:05
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:藍雅葳
研究生(外文):Ya-Wei Lan
論文名稱:探討補救後滿意度、關係品質與再購意願之關聯性
論文名稱(外文):A Study of Post-Recovery Satisfaction and Relationship Quality on Repurchase Intentions
指導教授:廖森貴廖森貴引用關係
口試委員:李易諭陳建丞
學位類別:碩士
校院名稱:國立臺北科技大學
系所名稱:經營管理系碩士班
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:2016
畢業學年度:104
中文關鍵詞:知覺價值服務失誤嚴重性再購意願關係品質補救後滿意度
外文關鍵詞:perceived valueservice failure severityrepurchase intentionsrelationship qualitypost-recovery satisfaction
相關次數:
  • 被引用被引用:2
  • 點閱點閱:58
  • 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:0
  • 收藏至我的研究室書目清單書目收藏:1
「零缺點」乃服務業所追求的品質,然而有時會因為組織以外的不可控制因素而產生服務失誤的發生,若一不小心就可能造成顧客對業者產生不確定感而影響關係品質,進而降低其再購意願。因此,當業者碰上服務失誤時,給予良好的補救措施是萬萬不可少的。
  本研究以速食餐廳為例,設立兩種不同失誤嚴重性的情境,以探討顧客在面臨常見的服務失誤及補救措施時,其補救後滿意度、關係品質(信任、承諾)與再購意願之間的關聯性;並以服務失誤嚴重性作為補救後滿意度與關係品質間的干擾,以及將知覺價值設為關係品質與再購意願間的干擾變數。本研究假說結果顯示,補救後滿意度對關係品質有正向影響;且關係品質亦對再購意願有正向影響;而服務失誤嚴重性會對補救後滿意度與關係品質間產生負向的干擾效果。
“No fault” is an expectations of quality by all catering trade. But sometimes, due to outside uncontrolled factors, the companies may make mistakes, and cause customers to generate uncertainty and influence the relationship quality, then affect their repurchase intentions. For the reason that when companies make mistakes, they should give the best recovery methods to customers.
  A case study of two different situations in fast restaurant, to investigate post-recovery satisfaction and relationship quality (trust and commitment) on repurchase intentions, when consumers are face with a common service failure and service recovery, and service failure severity and perceived value as interference between them . This study shows the outcome of hypothesis, post-recovery satisfaction and relationship quality have significant influence. Relationship quality and repurchase intentions have significant influence. Service failure severity and post-recovery satisfaction can negative interfere relationship quality.
摘要 i
Abstract ii
誌謝 iv
目錄 v
表目錄 viii
圖目錄 x
第一章 緒論 1
1.1研究動機 1
1.2研究目的 4
1.3研究流程 4
第二章 文獻探討 6
2.1服務失誤 6
2.2服務補救 7
2.3服務失誤嚴重性 8
2.4 補救後滿意度 9
2.5關係品質 10
2.5.1信任 11
2.5.2承諾 12
2.6知覺價值 12
2.7再購意願 13
2.8變數間之關係 13
2.8.1補救後滿意度與關係品質(信任、承諾)之關聯性 14
2.8.2關係品質(信任、承諾)與再購意願之關聯性 15
2.8.3服務失誤嚴重性之干擾效果 16
2.8.4知覺價值之干擾效果 16
第三章 研究方法 18
3.1 研究架構與假設 18
3.1.1 研究架構 18
3.1.2 研究假設 19
3.2 各變數之操作型定義 20
3.3 問卷設計 20
3.3.1研究對象與範圍 21
3.3.2前測問卷設計 21
3.3.2.1前測問卷資料分析 22
3.3.3正式問卷設計 24
3.3.3.1問卷情境 24
3.3.3.2衡量問項 26
3.3.4抽樣設計 27
3.4 資料分析 28
3.4.1敘述性統計分析 28
3.4.2信度與效度分析 29
3.4.3Pearson相關分析 29
3.4.4結構方程模式 29
3.4.5迴歸分析 31
第四章 研究分析結果 33
4.1樣本結構分析 33
4.1.1基本資料分析 33
4.1.2統計資料分析 38
4.2信度分析 39
4.2.1Cronbach’s α 39
4.3效度分析 40
4.3.1內容效度 41
4.3.2建構效度 41
4.4相關分析 43
4.5AMOS架構分析 45
4.5.1理論模式適配度分析 46
4.5.2整體模式路徑圖 49
4.5.3競爭模型分析 51
4.6研究假設驗證結果與路徑分析 53
4.6.1研究結果驗證 53
4.6.2路徑分析 56
4.7階層迴歸分析 58
4.7.1嚴重性較小之情境 58
4.7.2嚴重性較大之情境 66
第五章 結論與建議 72
5.1研究結論 73
5.2理論貢獻與實務意涵 75
5.2.1理論貢獻 75
5.2.2實務意涵 76
5.3研究限制 77
5.4未來研究建議 77
參考文獻 79
附錄 88
中文部分
1.王英櫻(2001)。服務補救之顧客滿意度-以公平理論來探討。未出版碩士論文,中國文化大學,台北市。
2.江念穎(2011)。不同廣告訴求對於消費者知覺價值與再購意願之影響-以啤酒產品為例。未出版碩士論文,實踐大學,台北市。
3.李淑芳、謝世榮(2009)。醫療服務品質與醫病關係品質對病患忠誠度之影響-心臟外科的實證研究,醫務管理期刊,10(3),165-182。
4.周逸衡、凌儀玲、劉宜芬譯(2012)。服務業行銷(第七版)。台北:華泰文化。
5.林政隆(2006)。知覺價值、關係品質與再購意願關係之研究—以亞歷山大為例。未出版碩士論文,南台科技大學,台南市。
6.胡智欽(2011) 。關係行銷、顧客知覺價值與顧客再購買意願的關聯性之研究。未出版碩士論文,長榮大學,台南市。
7.張玉燕(2010)。服務補救滿意度、關係品質、行為意向關係之研究-以台中市健身俱樂部為例。未出版碩士論文,朝陽科技大學,台中市。
8.張淑君(2003)。消費者對通路之信任與保健食品購買意圖之關係:品牌知名度、產品涉入調節效果的驗證。未出版碩士論文,國立東華大學,花蓮市。
9.陳淑慧(2002)。通路衝突對連鎖體系關係品質影響之研究。未出版碩士論文,國立高雄第一科技大學,高雄市。
10.陳澤義(2005)。服務管理。台北:華泰文化。
11.游尚儒(2007)。知覺價格、知覺價值與知覺服務品質對消費者滿意度與再購意願影響之研究-以花蓮地區觀光飯店為例。未出版碩士論文,國立東華大學,花蓮市。
12.葉書芳(2002)。服務品質、關係品質以及服務補救與顧客行為意向關係之實證研究-以國內航空業為例。成功大學,工業管理科學系學位論文,台南市。
13.輝偉偉(1996)。顧客抱怨處理與顧客滿意關係之研究。未出版碩士論文,國立中央大學,桃園市。
14.蘇文斌(2005)。企業購買商業火災保險之服務品質及知覺價格對知覺價值與再購意願之影響。未出版碩士論文,逢甲大學,台中市。

英文部分
1.Aurier, P., & Siadou-Martin, B. (2007). Perceived justice and consumption experience evaluations: A qualitative and experimental investigation. International Journal of Service Industry Management, 18(5), 450-471.
2.Bejou, D., & Palmer, A. (1998). Service Failure and Loyalty: An Exploratory Empirical Study of Airline Customers. Journal of Service Marketing, 12(1), 7-12.
3.Bell, C. R., & Zemke, R. (1987). Service Breakdown: The Road to Recovery. Management Review, 76, 32-35.
4.Bernard H. B., & Tetreault, M. S. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54 (January), 71-84.
5.Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.
6.Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post-complaint behavior. Journal of Retailing, 73(2), 185-210.
7.Bolton, R., & Drew, J. (1991). A multistage model of customers0 assessments of service quality and value. Journal of Consumer Research, 17, 375-384
8.Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty. European Journal of Marketing, 41(7/8), 836-867.
9.Cho, W.-H., Kim, C., Lee, S., & Choi, KS. (2004). The impact of visit frequency on the relationship between service quality and outpatient satisfaction: A South Korean Study .Health Services research, 39(1), 13-33.
10.Christo, B. (1997). An Experimental Study of Service Recovery Options. International Journal of Service Industry Management, 8(2), 110-130.
11.Conlon, D. E., & Murray, N. M. (1996). Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations. Academy of Management Journal, 39, 1040-1056.
12.Cronin, J.J.J., & Taylor, S. A. (1992). Measuring Service Quality: An Examination and Extension. Journal of Marketing, 56(3), 55-68.
13.Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship Quality in Services Selling: An Interpersonal Influence Perspective. Journal of Marketing, 54(3), 68.
14.Daugherty, P. J., Stank, T. P., & Ellinger, A. E. (1998). Leveraging Logistics/Distribution. Capabilities: The Effect of Logistics Service on Market Share. Journal of Business Logistics, 19(2), 35-51.
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(January), 67-80.
16.De Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration. Journal of Marketing, 65(4), 33-50.
17.Dickens, P. (1996). Human services as service industries. The Services Industries Journal, 16(1), 82-91.
18.Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of Price, Brand and Store Information on Buyers’ Product Evaluations. Journal of Marketing Research, 28(1), 307-319
19.Dorsch, M. J., Scott, R. S., & Scott, W. K. (1998). The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science, 26(2), 128-142.
20.Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing Buyer- Seller relationships. Journal of Marketing, 51(2), 11-27.
21.Eggert, A., & Ulaga, W. (2002). Customer Perceived Value: A Substitute for Satisfaction in Business Markets? . The Journal of Business and Industrial Marketing, 17(2/3), 107-118.
22.Garbarino, E., & Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing, 63(2), 70-87.
23.Gilly, M. C., & Gelb, B. D. (1982). Post-Purchase Consumer Processes and the Complaining Consumer. Journal of Consumer Research, 9(3), 323-328
24.Grönroos, C. (1990). Relationship Approach to Marketing in Service Contexts: the Marketing and Organizational Behavior Interface. Journal of Business Research, 20(1), 3-11.
25.Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C (1998). Multivariate Data Analysis. Prentice-Hall, New Jersey.
26.Halstead, D., Morash, E. A., & Ozment, J. (1996). Comparing Objective Service Failures and Subjective Complaints: An Investigation of Domino and Halo Effects. Journal of Science Research, 36(2), 107-115.
27.Harris, K. E., Grewal, D., Mohr, L. A., & Bernhardt, K. L. (2006). Consumer responses to service recovery strategies: The moderating role of online versus offline environment. Journal of Business Research, 59(4), 425-431.
28.Hennig-Thurau, T., & Klee, A. (1997). The Impact of Customer Satisfaction and Relationship Quality on Customer Retention - A Critical Reassessment and Model Development. Psychology & Marketing, 14(8), 737-765.
29.Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. Jr., & Schlesinger, L. A. (1994). Putting the Service-Profit Chain to Work, Harvard Business Review, 72(2), 164-174.
30.Hess, Ronald L. Jr., Ganesan, S., & Klein, Noreen M. (2003). Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction. Journal of the Academy of Marketing Science, 31(spring), 127-145.
31.Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49 -61
32.Huber, F., Hermann, A., & Robert, E. M. (2001). Gaining competitive advantage through customer value oriented management. The Journal of Consumer Marketing, 18(1), 41-53.
33.Hunt, K. A., Keaveney, S. M., & Lee, M. (1995). Involvement, attributions, and consumer responses to rebates. Journal of business and Psychology, 9(3), 273-297.
34.Hunt, S. D., & Morgan, R. M. (1994). Relationship marketing in the era of network competition. Marketing, 3(1), 19-28.
35.Iacobucci, D., & Ostrom, A. (1993). Gender differences in the impact of core and relational aspects of services on the evaluation of services encounters. Journal of Consumer Psychology, 2(3), 257-286.
36.Kelley, S. W., & Davis, M. A. (1994). Antecedents to Customer Expectations for Service Recovery. Journal of the Academy of Marketing Science. 22(1), 52-61.
37.Kenney, M. J. (1995). Antecedents to Customer Expectations for Service Recovery. Journal of Academy of Marketing Science, 22(1), 52-62.
38.Kotler, P. (1997). Marketing Management: Analysis, Implementation and Using the Servoual Model. The Service Industries Journal, 11(3), 324-343.
39.Moorman, N., Scheer, L. K., & Steenkamp, J. B. E. M. (1995). The effects of supplier fairness on vulnerable resellers. Journal of Marketing Research, 32(1), 54-65.
40.Lagace, R. R., Dahlstrom, R., & Gassenheimer, J. B. (1991). The Relevance of Ethical Salesperson Behavior on Relationship Quality: The Pharmaceutical Industry. Journal of Personal Selling and Sale Management, 11(4), 39-47
41.Li, D., An, S., & Yang, K. (2008). Exploring Chinese consumer repurchasing intention for services: An empirical investigation. Journal of Consumer Behavior, 7(6), 448-460.
42.Matos, C. A., Rossi, C. A. V., Veiga, R. T., & Vieira, V. A. (2009). Consumer reaction to service failure and recovery: The moderating role of attitude toward complaining. Journal of Services Marketing, 23(7), 462-475.
43.McCollough, M. A. (2000). The effect of perceived justice and attributions regarding service failure and recovery on post-recovery customer satisfaction and service quality attitudes. Journal of Hospitality and Tourism Research, 24(4), 423-447.
44.Miller, J. L., Craighead, C W., & Karwan, K. R. (2000). Service recovery: A framework and empirical investigation. Journal of Operations Management, 18(4), 387-400.
45.Molinari, L.K., Abratt, R., & Dion, P. (2008). Satisfaction, Quality and Value and Effects on Repurchase and Positive Word-of-Mouth Behavioral Intentions in a B2B Services Context. Journal of Services Marketing, 22(5), 363-373.
46.Moorman, C., Deshpandé, R., & Zaltman, G. (1993). Factors Affecting Trust in Market Research Relationships. Journal of Marketing, 57(1), 81-101.
47.Morwitz, V. G., & Schmittlein, D. (1992). Using segmentation to improve sales forecasts based on purchase intent: Which "intenders" actually buy? . Journal of Marketing Research, 29(4), 391-405.
48.Nancy S., & Kevin P. G. (1998). Why Don’t Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaining Behavior. Journal of the Academy of Marketing Science, 26(3), 172-189.
49.Neal, W. D. (1999). Satisfaction is Nice, but Value Drives Loyalty. Journal of Marketing Research, 11, 20-23.
50.Parsons, A. L. (2002). What Determines Buyer-Seller Relationship Quality? An Investigation from the Buyer’s Perspective. Journal of Supply Chain Management, 38(2), 4-12.
51.Reichheld, F. F., & Sasser, W. E. Jr. (1996). Zero Defections: Quality Comes to Services. Harvard Business Review, 68(5), 105-111.
52.Richins, M.L. (1987). Loyalty-based management. Harvard Business Review, 71(2), 64-73.
53.Robbins, T., & Miller, J. (2004). Considering Customer Loyalty in Developing Service Recovery Strategies. Journal of Business Strategies, 21(2), 95.
54.Keaveney, A. R., & Martin, C. L. (2001). Competing in the service sector ‐ The entrepreneurial challenge. International Journal of Entrepreneurial Behavior and Research, 7(1), 5-21
55.Rust, R. T., & Richard, L. O. (2000). Should We Delight the Customer?. Journal of the Academy of Marketing Science, 28(winter), 86-94.
56.Sirdeshumukh, D., Singh, J., & Sabol, B. (2002). Customer Trust, Value, and Loyalty in Relational Exchanges. Journal of Marketing, 66(1), 15-37.
57.Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: paradox or peril?, Journal of Marketing, 49(winter), 99-111.
58.Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36(August), 356-72.
59.Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995).Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15-23.
60.Storbacka, K., Strandvik, T., & Grönroos, C. (1994). Managing Customer Relationships for Profit: The Dynamics of Relationship Quality. International Journal of Service Industry Management, 5(5), 21-38
61.Sundaram, D. S., Mitra, K., & Webster, C. (1998). Wordof-Mouth Communications: A Motivational Analysis. Advances in Consumer Research, 25, 527–531.
62.Sweeney, J. C., & Soutar, G. N. (2001). Consumer Perceived Value: The Development of a Multiple Item Scale. Journal of Retailing, 77(2), 203-220.
63.Tax, S.S., Brown, S.W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60-76.
64.Thaler, R. (1985). Mental Accounting and Consumer Choice. Marketing Science, 4, 199-244.
65.Tsai, H.-T., & Huang, H.-C. (2007). Determinants of E-Repurchase Intentions: An Integrative Model of Quadruple Retention Drivers. Information and Management, 44, 231-239.
66.Vantrappen, H. (1992). Creating Customer Value by Streamlining Business Processes. Long Range Planning, 25(February), 53-62.
67.Vázquez-Casielles1, R., Álvarez1, L. S., & Díaz Martín, A. M. (2010). Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship. Psychology & Marketing, 27(5), 487-509, May.
68.Wetzels, M., de Ruyter, K., & van Birgelen, M. (1998). Marketing service relationships: The role of commitment. Journal of Business & Industrial Marketing, 13(4/5), 406-423.
69.Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations and post‐recovery relationships. Journal of Services Marketing, 18(2), 133-146.
70.Wirtz, J., & Mattila, A. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, 15(2), 150-166.
71.Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(July), 2-22
72.Zeithaml, V. A., Leonard L. B., & Parasuraman , A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31-46.
連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. 知覺價格、知覺價值與知覺服務品質對消費者滿意度與再購意願影響之研究-以花蓮地區觀光飯店為例
2. 消費者對通路之信任與保健食品購買意圖之關係:品牌知名度、產品涉入調節效果的驗證
3. 關係行銷、顧客知覺價值與顧客再購買意願的關聯性之研究
4. 通路衝突對連鎖體系關係品質影響之研究
5. 服務補救之顧客滿意度--以公平理論來探討
6. 不同廣告訴求對於消費者知覺價值與再購意願之影響-以啤酒產品為例
7. 知覺價值、關係品質與再購意願關係之研究--以亞力山大為例
8. 服務補救滿意度、關係品質、行為意向關係之研究-以台中市健身俱樂部為例
9. 應用服務品質量表與知覺價值模式探討旅客再消費意願之影響因素:以汽車客運業為例
10. 服務品質、知覺價值與再購意願關聯性研究-以逢甲夜市為例
11. 影響銀行財富管理顧客忠誠度因素之探討
12. 品牌形象、品牌關係品質與顧客知覺價值對顧客滿意度與品牌忠誠度的影響之研究-以HTC品牌智慧型手機為例
13. 企業購買商業火災保險之服務品質及知覺價格對知覺價值與再購意願之影響
14. 探討網站特性、服務品質、知覺價值、關係品質與顧客忠誠度之關係--以台灣地區資訊產業情報機構的資料庫會員制為例
15. 顧客自發行為影響模式之探討—以台灣銀行業財富管理部門為例
 
無相關點閱論文
 
系統版面圖檔 系統版面圖檔