(3.238.130.97) 您好!臺灣時間:2021/05/14 18:19
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:吳俊南
研究生(外文):WU,JYUN.NAN
論文名稱:知覺服務品質與顧客參與對體驗價值與行為意圖影響之研究-以便利超商自助服務科技為例
論文名稱(外文):The Impact of Perceived Service Quality and Customer Participation on Experiential Value and Behavior Intention - A Case Study of SSTs for Convenience Stores
指導教授:葉惠忠葉惠忠引用關係
指導教授(外文):Ye,Hei-Jhong
口試委員:余銘忠黃盈裕葉惠忠
口試委員(外文):Yu,Ming-JhongHuang,Ying-YuYe,Hei-Jhong
口試日期:2017-06-14
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:企業管理系
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:2017
畢業學年度:105
語文別:中文
論文頁數:87
中文關鍵詞:知覺服務品質體驗價值顧客參與溝通策略自助服務科技
外文關鍵詞:Perceived Service QualityExperiential ValueCustomer ParticipationCommunication StrategySelf-Service Technologies
相關次數:
  • 被引用被引用:9
  • 點閱點閱:755
  • 評分評分:
  • 下載下載:298
  • 收藏至我的研究室書目清單書目收藏:1
在現今的競爭環境中,傳遞服務品質被企業視為邁向生存與成功最重要的策略,近年來,針對服務品質與利潤的文獻愈來愈多,而現今研究最注重的另一種關係為服務品質與行為意圖,本研究最主要的目的為驗證整體的模型,為此,本研究提出了一個消費者行為意圖的綜合模型,基於消費者的知覺服務品質、體驗價值、顧客參與與公司的溝通策略,樣本蒐集自7-11統一超商自助服務科技用戶並使用Amos線性結構模式進行分析。

結果顯示,知覺服務品質對於體驗價值有正向的影響;知覺服務品質對顧客參與有正向的影響;顧客參與對於體驗價值有正向的輕微影響;體驗價值對於行為意圖有正向的影響;顧客參與對於行為意圖有正向的影響;在調節變數方面,經由高低溝通程度之巢型模式分析,發現在體驗價值與行為意圖的關係上,溝通策略具有調節效果,且低溝通策略程度的調節效果大於高溝通策略程度。

Delivering quality service is considered an essential strategy for success and survival in today's competitive environment. Recently, research on the relationship between service quality and profits has begun to accumulate, One such relationship-between service quality and behavioral intentions is the primary focus of our present research. The main purpose of this study was to validate the overall model. Thus, this research proposed an integrative model of SSTs consumer behavioral intention based on established relationships among percieved service quality, experiential value, customer participation and SSTs company's communication strategy, Data collected from the 7-11 SSTs users as analyzed using structural equation modeling (SEM) with AMOS 21.0
The result shows that perceived service quality have a positive impact on experiential value ; perceived service quality have a positive impact on customer participation ; customer participation have a slightly positive impact on experiential value ; experiential value have a positive impact on behavioral intention:customer participation have a positive impact on behavioral intention; For the moderator variables, using the Nest Correlation Model to analyze high and low level of communication, it is found that the communication strategy has the effect of moderator between the relationship of experience value and behavior intention, and the effect of the low communication strategy is greater than high communication strategy.

目錄
摘 要 I
英文摘要 II
誌謝 III
目錄 IV
表目錄 VI
圖目錄 VII
第一章 緒論 1
第一節 、研究背景 1
第二節 、研究動機 3
第三節 、研究目的 5
第四節 、研究流程 6
第二章 文獻探討 7
第一節 、自助服務 7
第二節 、體驗價值 10
第三節 、知覺服務品質 12
第四節 、顧客參與 15
第五節 、行為意圖 19
第六節 、溝通策略 22
第三章 研究設計與方法 24
第一節 、研究架構及發展假設 24
第二節 、研究變項之操作性定義與衡量 25
第三節 、研究方法 30
第四節 、統計分析工具 31
第四章 實證分析 33
第一節 、樣本資料分析 33
第二節 、描述性統計 35
第三節 、信度分析 41
第四節 、效度分析 42
第五節 、結構方程模式分析 47
第六節 、調節變數分析 51
第五章 結論與建議 53
第一節 、研究結論 53
第二節 、管理實務意涵 56
第三節 、研究限制 58
第四節 、後續研究與建議 59
參考文獻 61
第一節 、中文部分 61
第二節 、英文部分 62
附錄 73


參考文獻
第一節、中文部分
1.何淑熏、柯盈吟、黃瓊慧 (2007)。從網路銀行自助服務探討創新對顧客價值之影響。Electronic Commerce Studies, 5(4), 463-483。
2.林耀南 (2010)。服務品質、體驗價值、關係品質與顧客忠誠度關係之研究。復興崗學報,99 期,103-124。
3.夏業良和魯煒. (2003). 體驗經濟時代. 台北: 經濟新潮社.
4.楊登鈞 (2009)。體驗行銷, 體驗價值, 顧客滿意, 品牌形象與忠誠度之關係研究-以. Nike 運動行銷 Running Club 活動為例。國立政治大學經營管理碩士學程,臺北市。
5.賴政豪 (2004)。運動健身俱樂部體驗行銷與體驗價值關係之研究—以原動力健身中心為個案研究。國立雲林科技大學休閒運動研究所,斗六市.
6.賴士葆、顏永森. (2004)。網際網路自助服務對消費者再購意願影響之研究。Electronic Commerce Studies, 2(3), 259-278。



第二節、英文部分
1.Ajzen, I., and Fishbein, M. (1977). Attitude-behavior relations: A theoretical analysis and review of empirical research. Psychological Bulletin, 84(5), 888.
2.Akerlof, G. A. and Kranton, R. E. (2000). Economics and identity. Quarterly Journal of Economics, 715-753.
3.Ariely, D. and Norton, M. I. (2008). How actions create–not just reveal–preferences. Trends in Cognitive Sciences, 12(1), 13-16.
4.Babin, B. J., and Darden, W. R. (1995). Consumer self-regulation in a retail environment. Journal of Retailing, 71(1), 47-70.
5.Baker, D. A. and Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.
6.Bansal, H. S., Taylor, S. F., and St. James, Y. (2005). “Migrating” to new service providers: Toward a unifying framework of consumers’ switching behaviors. Journal of the Academy of Marketing Science, 33(1), 96-115.
7.Bateson, J. E. (1985). Self-service consumer: An exploratory study. Journal of Retailing. 61(3), 1985, 49-76.
8.Batra, R. and Ahtola, O. T. (1991). Measuring the hedonic and utilitarian sources of consumer attitudes. Marketing Letters, 2(2), 159-170.
9.Bem, D. J. (1972). Self-perception theory. Advances in Experimental Social Psychology, 6, 1-62.
10.Benabou, R. and Tirole, J. (2011). Identity, Morals, and Taboos: Beliefs as Assests. The Quarterly Journal of Economics, 126(2), 805-855.
11.Bendapudi, N. and Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14-28.

12.Bitner, M. J., Ostrom A. L. and Meuter M. L. (2002). Implementing successful self-service technologies. Academy of Management, 16(4), 96-108.
13.Bitner, M. J., Brown, S. W., and Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of marketing Science, 28(1), 138-149.
14.Bolton, R. N. and Drew, J. H. (1991). A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, 1-9.
15.Bodner, R. and Prelec, D. (2003). Self-signaling and diagnostic utility in everyday decision making. The Psychology of Economic Decisions, 1, 105-26.
16.Blackwell, R. D., Miniard, P. W., and Engel, J. F. (2001). Consumer behavior (9th). South-Western Thomas Learning. Mason, OH.
17.Brown, S. W. and Swartz, T. A. (1989). A Gap Analysis of Professional Service Quality. Journal of Marketing, 53(2), 92-98.
18.Buss, A. (2001). Psychological dimensions of the self. Sage Publications, Inc.
19.Chan, K. W., Yim, C. K., and Lam, S. S. (2010). Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing, 74(3), 48-64.
20.Crowley, A. E., Spangenberg, E. R., and Hughes, K. R. (1992). Measuring the hedonic and utilitarian dimensions of attitudes toward product categories. Marketing Letters, 3(3), 239-249.
21.Csikszentmihalyi, M. (1975). Play and intrinsic rewards. Journal of Humanistic Psychology, 15(3), 41-63.
22.Czepiel, J. A. (1990). Service encounters and service relationships: implications for research. Journal of Business Research, 20(1), 13-21.
23.Dabholkar, P. A. (1994). Technology-based service delivery: a classification scheme for developing marketing strategies. Advances in services marketing and management, 3(1), 241-271.
24.Dabholkar, P. A. and Bagozzi, R. P. (2002). An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184-201.
25.Dahl, D. W. and Moreau, C. P. (2007). Thinking inside the box: Why consumers enjoy constrained creative experiences. Journal of Marketing Research, 44(3), 357-369.
26.Davis, F. D., Bagozzi, R. P., and Warshaw, P. R. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management Science, 35(8), 982-1003.
27.Dellaert, B. G. and Stremersch, S. (2005). Marketing mass-customized products: Striking a balance between utility and complexity. Journal of Marketing Research, 42(2), 219-227.
28.Duncan, T. and Moriarty, S. E. (1998). A communication-based marketing model for managing relationships. Journal of Marketing, 1-13.
29.Eastlick, M. A. (1996). Consumer intention to adopt interactive teleshopping. Cambridge Massachusetts , Report –Marketing science institute
30.Engel, J. F., Blackwell, R. D., and Miniard, P. W. (1995). Consumer behavior (8th). New York: Dryder.
31.Ennew, C. T. and Binks, M. R. (1999). Impact of participative service relationships on quality, satisfaction and retention: an exploratory study. Journal of Business Research, 46(2), 121-132.
32.Epp, A. M. and Price, L. L. (2011). Designing solutions around customer network identity goals. Journal of Marketing, 75(2), 36-54.
33.Ertitnur, B. (2008). The Role of Perceived Control in Co-Production. Advances in Consumer Research - European Conference Proceedings, 8, 334-335.
34.Fiore, A. M. and Yu, H. (2001). Effects of imagery copy and product samples on responses toward the product. Journal of Interactive Marketing, 15(2), 36-46.
35.Fiore, A. M., and Jin, H. J. (2003). Influence of image interactivity on approach responses towards an online retailer. Internet Research, 13(1), 38-48.
36.Fiore, A. M. and Kim, J. (2007). An integrative framework capturing experiential and utilitarian shopping experience. International Journal of Retail and Distribution Management, 35(6), 421-442.
37.Franke, N., Schreier, M., and Kaiser, U. (2010). The “I designed it myself” effect in mass customization. Management Science, 56(1), 125-140.
38.Fu, J. R., Farn, C. K.and Chao, W. P. (2006). Acceptance of electronic tax filing: A study of taxpayer intentions. Information and Management, 43(1), 109-126.
39.Garvin, D. A. (1983). Quality on the Line. Harvard Business Review, 61, 65-73.
40.Gilmore, J. H. and Pine II, B. J. (2002). Differentiating hospitality operations via experiences: Why sellign services is not enough. Cornell Hospitality Quarterly, 43(3), 87.
41.Gneezy, A., Imas, A., Brown, A., Nelson, L. D., and Norton, M. I. (2012). Paying to be nice: Consistency and costly prosocial behavior. Management Science, 58(1), 179.
42.Gwinner, K. P., Gremler, D. D., and Bitner, M. J. (1998). Relational benefits in services industries: the customer’s perspective. Journal of the Academy of Marketing Science, 26(2), 101-114.-187.
43.Greco, A. J. and Fields, D. M. (1991). Profiling early triers of service innovations: A look at interactive home video ordering services. Journal of Services Marketing, 5(3), 19-26.
44.Gronroos, C. (2011). Value co-creation in service logic: A crtical analysis. Marketing Theory, 11(3),279-301.
45.Haumann, T., Güntürkün, P., Schons, L. M., and Wieseke, J. (2015). Engaging Customers in Coproduction Processes: How Value-Enhancing and Intensity-Reducing Communication Strategies Mitigate the Negative Effects of Coproduction Intensity. Journal of Marketing, 79(6), 17-33.
46.Harris, K., Harris, R., and Baron, S. (2001). Customer participation in retail service: lessons from Brecht. International Journal of Retail and Distribution Management, 29(8), 359-369.
47.Hawes, J. M., and Lumpkin, J. R. (1986). Perceived risk and the selection of a retail patronage mode. Journal of the Academy of Marketing Science, 14(4), 37-42.
48.Henning-Thurau, T. (2004). Motive des Lesens von Kundenartikulationen im Internet: Theoretische und empirische Analyse. In Konsumentenverhalten im Internet,171-193.
49.Holbrook, M. B. and Corfman, K. P. (1985). Quality and value in the consumption experience: Phaedrus rides again. Perceived Quality, 31(2), 31-57.
50.Holbrook, M. B. (1996). Special session summary customer value C a framework for analysis and research. NA-Advances in Consumer Research Volume 23.
51.Hornik, J. (1992). Tactile stimulation and consumer response. Journal of Consumer Research, 19(3), 449-458.
52.Hsu, C. L. and Lin, J. C. (2008).Acceptance of blog usage: The roles of technology acceptance, social influence and knowledge sharing motivation. Information and Management, 45(1), 65–74.
53.Kauffman, R. J. and Lally, L. (1994). A value platform analysis perspective on customer access information technology. Decision Sciences, 25(5‐6), 767-794.
54.Kelley, S. W., Donnelly, J. H., and Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 66(3), 315-335.
55.Keng, C. J., Huang, T. L., Zheng, L. J., and Hsu, M. K. (2007). Modeling service encounters and customer experiential value in retailing: An empirical investigation of shopping mall customers in Taiwan. International Journal of Service Industry Management, 18(4), 349-367.
56.Keng, C. J. and Ting, H. Y. (2009). The acceptance of blogs: using a customer experiential value perspective. Internet Research, 19(5), 479-495.
57.Koufaris, M. and Hampton-Sosa, W. (2002). The development of initial trust in an online company by new customers. Information and Management, 41(3), 377-397.
58.Kubey, R. W. and Csikszentmihalyi, M. (1990). Television as escape: Subjective experience before an evening of heavy viewing. Communication Reports, 3(2), 92-100.
59.Lazarus, R. S. (1991). Progress on a cognitive-motivational-relational theory of emotion. American Psychologist, 46(8), 819.
60.LeBoeuf, R. A., Shafir, E., and Bayuk, J. B. (2010). The conflicting choices of alternating selves. Organizational Behavior and Human Decision Processes, 111(1), 48-61.
61.Lee, J. and Allaway, A. (2002). Effects of personal control on adoption of self-service technology innovations. Journal of Services Marketing, 16(6), 553-572.
62.Lengnick-Hall, C. A., Claycomb, V., and Inks, L. W. (2000). From recipient to contributor: examining customer roles and experienced outcomes. European Journal of Marketing, 34(3/4), 359-383.
63.Liu, Y. (2006). Word of Mouth for Movies: Its Dynamics and Impact on Box Office Revenue. Journal of Marketing, 70(3), 74-89.
64.Lovelock, C. H. and Young, R. F. (1979). Look to consumers to increase productivity. Harvard Business Review, 57(3), 168-178.
65.Lutz, R. J. and Kakkar, P. (1975). The Psychological Situation as a Determinant of Consumer Behavior. NA-Advances in Consumer Research 2,439-454.
66.Mano, H. and Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction. Journal of Consumer research, 20(3), 451-466.
67.Mascarenhas, O. A., Kesavan, R., and Bernacchi, M. (2004). Customer value-chain involvement for co-creating customer delight. Journal of Consumer Marketing, 21(7), 486-496.
68.Mathwick, C., Malhotra, N. K., and Rigdon, E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: an Internet and catalog comparison. Journal of retailing, 78(1), 51-60.
69.Mathwick, C., Malhotra, N., and Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of retailing, 77(1), 39-56.
70.Mathwick, C. (2002). Understanding the online consumer: A typology of online relational norms and behavior. Journal of Interactive Marketing, 16(1), 40-55.
71.Meichenbaum, D.(1985).Stress Inoculation Training. NY,Elmsford:Pergamon Press.
72.Meuter, M. L., Ostrom, A. L., Roundtree, R. I., and Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
73.Mills, P. K. and Morris, J. H. (1986). Clients as “partial” employees of service organizations: Role development in client participation. Academy of Management Review, 11(4), 726-735.
74.Mitręga, M., and Katrichis, J. M. (2010). Benefiting from dedication and constraint in buyer–seller relationships. Industrial Marketing Management, 39, 616-624.
75.Naylor, J. B., Naim, M. M., and Berry, D. (1999). Leagility: integrating the lean and agile manufacturing paradigms in the total supply chain. International Journal of Production Economics, 62(1), 107-118.
76.Newman, P., Manning, R., Dennis, D., and McKonly, W. (2005). Informing carrying capacity decision making in Yosemite National Park, USA using stated choice modeling. Journal of Park and Recreation Administration, 23(1), 75-89.
77.Oliver, R. L. and DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14(4), 495-507.
78.Parasuraman, A., Zeithaml, V. A., and Berry L.L. (1985). A Conceptual Model fo Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
79.Parasuraman,A.,Zeithaml,V.A.,and Berry,L. (1988). Servqual:A Multiple-Item Scale for Measuring Consumer Perception. Journal of Retailing, 64(1), 12-40.
80.Parasurman, A., Zeithaml, V. A., and Malhotra A. (2005). A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-233.
81.Patterson, P. G. and Spreng, R. A.(1997). Modelling the relationship between perceived value,satisfaction and repurchase intentions in a business-to-business services context: an empirical examination. Internaiton Journal of Service Industry Management, 8(5), 414-434.
82.Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions. Journal of Travel Research, 42(4), 397-407.
83.Pine II, J., and Gilnore, J, H. (1998), Welcome to The Experience Economy, Harvard Business Review, 76(4), pp. 97-105.
84.Rayport, J. F., and Sviokla, J. J. (1994). Managing in the Marketspace. Harvard Business Review, 72(6), 141-150.
85.Rayport, J. F., and Sviokla, J. J. (1995). Exploiting the virtual value chain. Harvard Business Review, 73(6), 75.
86.Rhoades, L. and Eisenberger, R. (2002). Perceived organizational support: a review of the literature. Journal of Applied Psychology, 87(4), 698.
87.Rodie, A. R., and Kleine, S. S. (2000). Customer participation in services production and delivery. Handbook of Services Marketing and Management, 111-125.
88.Schneider, B. and Bowen, D. E. (1995). Winning the service game. Harvard Business School Press, Boston, MA.
89.Schneider, B., and Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70(3), 423.
90.Schmitt,B.(1999).Experiential marketing , Journal of Marketing Management, 15(1-3),53-67.
91.Sinha, I. and DeSarbo, W. S. (1998). An integrated approach toward the spatial modeling of perceived customer value. Journal of Marketing Research, 236-249.
92.Skaggs, B. C. and Huffman, T. R. (2003). A customer interaction approach to strategy and production complexity alignment in service firms. Academy of Management Journal, 46(6), 775-786.
93.Sweeney, J. C. and Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
94.Szymanski, D. M. and Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309-322.
95.Song, H. , Cadeaux, J. ,and Yu, K.(2016). The effects of service supply on perceived value proposition under different levels of customer involvement. Industrial Marketing Management, 116–128.
96.Thompson, D. V. and Norton, M. I. (2011). The social utility of feature creep. Journal of Marketing Research, 48, 555–565.
97.Tracy, J. L. and Robins, R. W. (2004). Putting the Self Into Self-Conscious Emotions: A Theoretical Model. Psychological Inquiry, 15(2), 103-125.
98.Troye, S. V. and Supphellen, M. (2012).Consumer participation in coproduction:“I made it myself” effects on consumers' sensory perceptions and evaluations of outcome and input product. Journal of Marketing, 76(2), 33-46.
99.Unger, L. S. and Kernan, J. B. (1983). On the meaning of leisure: An investigation of some determinants of the subjective experience. Journal of Consumer Research, 9(4), 381-392.
100.Vuori, J. and Vinokur, A. D. (2005).Job-Search Preparedness as a Mediator of the Effects of the Ty¨ oh¨ on Job-Search Intervention on Reemployment and Mental Health. Journal of Organizational Behavior, 26 (3), 275–91.
101.Webster, J., Trevino, L. K., and Ryan, L. (1993). The dimensionality and correlates of flow in human-computer interactions. Computers in Human Behavior, 9(4), 411-426.
102.Wagner, T., Lutz, R. J., and Weitz, B. A. (2009). Corporate hypocrisy: Overcoming the threat of inconsistent corporate social responsibility perceptions. Journal of Marketing, 73(6), 77-91.
103.Weiner, B., Russell, D., and Lerman, D. (1979). The cognition–emotion process in achievement-related contexts. Journal of Personality and Social Psychology, 37(7), 1211.
104.Weiner, B. (1986). An attributional theory of achievement motivation and emotion. Psychological Review ,Vol. 92, No. 4, 548-573
105.Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25-139.
106.Zeithaml, V. A. and Gilly, M. C. (1987). Characteristics affecting the acceptance of retailing technologies: A comparison of elderly and nonelderly consumers. Journal of Retailing, 63(1), 1987, 49-68.
107.Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing,2-22.
108.Zeithaml, V. A., Berry, L. L., and Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2),31-46.

QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top