(34.201.11.222) 您好!臺灣時間:2021/02/25 13:05
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:林同利
研究生(外文):LIN, TONG-LI
論文名稱:文創選品商店之感質體驗滿意度研究- 以台南藍晒圖趣活品牌商店為例
論文名稱(外文):Study the Qualia Experience of the Cultural and Creative Industries- Take Cheerfor Store of Blueprint Cultural & Creative Park as an Example
指導教授:陳俊宏陳俊宏引用關係林磐聳林磐聳引用關係
指導教授(外文):CHEN, JUN-HONGLIN, PAN-SONG
口試委員:康敏嵐謝省民蘇文清陳俊宏林磐聳
口試委員(外文):KANG, MING-LANHSIEH, SHENG-MINSU, WEN-CHINGCHEN, JUN-HONGLIN, PAN-SONG
口試日期:2020-07-13
學位類別:博士
校院名稱:亞洲大學
系所名稱:數位媒體設計學系
學門:設計學門
學類:視覺傳達設計學類
論文種類:學術論文
論文出版年:2020
畢業學年度:108
語文別:中文
論文頁數:132
中文關鍵詞:感質消費者滿意文化創意產業體驗狩野品質模式
外文關鍵詞:QualiaExperienceCultural and Creative IndustriesConsumer SatisfactionKano Model
相關次數:
  • 被引用被引用:0
  • 點閱點閱:88
  • 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:12
  • 收藏至我的研究室書目清單書目收藏:2
面對全球化的浪潮,文化創意產業的發展,已成為彰顯文化特色、推廣文化與生活型態的最佳管道,更是企業形塑品牌與商品競爭優勢的方式之一;而強調文創風格的專業銷售平台更因應而生。消費者對於生活質量的要求隨著生活水平的提升而逐年提高,文化創意亦為與消費者的生活息息相關,從小配件到大場域皆充斥著文化的氣息。文創選品店在文創園區與觀光景點如雨後春筍的開設,藉由服務場域營造出的文化感質體驗,創造吸引力、進而促成消費者購買行為。因此,本研究以台南熱門景點之台南藍晒圖「趣活」品牌商店為例,研究消費者對於文創選品店商品與環境之感質體驗與評價,主要有三大主軸,分別是(1) 研究消費者對文創品牌商店商品與環境之感質體驗與認知; (2)研究場域之品質屬性探討,透過Kano model提出感質體驗認知因子屬性; (3)研究商品與環境場域之感質因素對文創品牌商店滿意度之重要影響關係。結果發現感質因素在不管是商品或是環境中皆對體驗滿意度有顯著的影響,且環境體驗對滿意度之影響程度是大於商品體驗的。商品體驗因素最能影響體驗滿意度著重於商品實用兼觀賞並用的特色,且能體現生活品味。而環境因素則為溫暖的燈光以及呈設與裝潢材質的巧思。整體研究可以發現現代消費者逐漸從傳統的美觀審視轉移到心靈連結,商品或環境所帶給消費者的刺激喚起過去的經驗進而達到認同。本研究探討消費者對於商品及場域之感質體驗與消費者滿意度之關係性,以提供未來相關文創產業銷售平台與商品設計之感質設計參考依據。

關鍵字: 感質、文化創意產業、消費者滿意、體驗、狩野品質模式
The development of the cultural and creative industry has become the best channel to highlight cultural characteristics, promote culture and lifestyle, and is also one of the ways for enterprises to shape the competitive advantages of brands and commodities so that the sales platform is born. Consumers' requirements for life quality are increasing year by year with the improvement of living standards. Cultural creativity is also closely related to consumers' life. From small accessory to large venues are full of cultural atmosphere. The opening of cultural and creative selection stores in cultural and creative parks and tourist attractions has sprung up. With the cultural experience created by the service field, it creates attractiveness and promotes consumers' purchasing behavior. Therefore, this study applied the "Cheerfor" of Blueprint Cultural & Creative Park as an Example in Tainan to discuss consumers' perception and evaluation of cultural and creative selection stores. There are three main axes in this study, which are
1. The quality in the service field to understand the perception and perception of the sense of space brought to consumers.
2. The study of quality attributes of the service field and the perception of the experience of the factor attributes quality through the Kano model.
3. Study the relationship of influence importance between the sensation factors of the product/environmental field on the consumer satisfaction of cultural and creative product selection stores.
The result shows that the qualitative factors have a significant impact on experience satisfaction in both products and the environment and that the effects of environmental experience on satisfaction have higher significance than product experience. Product experience factors can most affect experience satisfaction, focusing on the practical and concurrent use of products, and can reflect the taste of life. The environmental factors are warm lighting and ingenuity of presentation and decoration materials. A holistic study can find that modern consumers are gradually shifting from traditional aesthetic inspections to spiritual connections. The stimuli brought to consumers by commodities or environments arouse the previous experience and reach recognition. This study explores the relationship between consumers' perception of the quality of products and venues and consumer satisfaction. Hoping this study can provide a reference for the future of the quality design of relevant cultural and creative industry sales platforms and product design.

KeyWord: Qualia,Cultural and Creative Industries,Consumer Satisfaction,Experience,Kano Model.

目 錄
論文口試委員審定書 i
致 謝 iii
摘 要 v
Abstract vi
目 錄 ix
圖 目 錄 xi
表目錄 xiii
第壹章、 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 4
1.3 研究架構與流程 5
1.4 研究範圍與限制 6
第貳章、 文獻探討 9
2.1 感質(Qualia) 9
2.2 文化創意產業 12
2.3 服務場域 22
2.4 體驗價值 24
2.5 消費者滿意度 28
2.6 狩野品質模式(Kano model) 32
2.6.1 Kano模式的特性與優點 32
2.6.2 Kano品質模型的建立 34
第參章、 研究方法與步驟 39
3.1 研究方法與流程 39
3.2 研究場域 43
3.3 問卷設計 48
3.4 實驗受測者 50
第肆章、 結果與討論 51
4.1 商品/環境問卷因素摘要 52
4.2 消費者文創品牌商店之感質體驗與認知 55
4.2.1 消費者文創品牌商店之商品感質體驗與認知 55
4.2.2 消費者文創品牌商店之環境感質體驗與認知 59
4.3 商品與環境感質與消費者體驗滿意度之相關性 63
4.4 感質因素品質屬性探討 64
4.4.1 商品與環境屬性對體驗滿意度之品質分類 65
4.4.2 商品與環境品質權重之影響重要度 68
第伍章、 結論 71
5.1 文創選品商店之商品/環境感質體驗與認知 71
5.2 文創選品商店之商品/環境品質影響體驗要素之發現 73
5.3 成果與發現 75
參考文獻 77
中文文獻: 77
英文文獻: 80
附錄1. 實驗問卷 85
附錄2. 「乾唐軒」于春明董事長訪談逐字稿 89
附錄3. 「吉而好」侯淵棠總裁訪談逐字稿 104
附錄4. 「赤軍」詹曉晴總監與蔡大韋總經理訪談逐字稿 111


圖 目 錄
圖 1. 研究流程圖 7
圖 2. 同心圓模型(Concentric Circles Model)(David Throsby,2008) 15
圖 3. 華山文化創意產業園區 16
圖 4. 臺中文化創意產業園區 17
圖 5. 花蓮文化創意產業園區 17
圖 6. 嘉義文化創意產業園區 18
圖 7. 臺南文化創意產業園區 19
圖 8. 松山文創園區 20
圖 9. 駁二藝術特區 21
圖 10. 藍晒圖文創園區 22
圖 11. 服務場域模型 (Binter, 1992) 23
圖 12. Mehrabian - Russell 模型 24
圖 13. 價值體驗類型學 (Mathwick et al., 2001) 25
圖 14. 商品價值轉變為體驗價值 (Varshneya & Das, 2017) 27
圖 15. Kano 品質模式 (Kano et al.,1984) 34
圖 16. 趣活藍晒圖旗艦店與藍晒圖文創園區 43
圖 17. 台南趣活旗艦店店面陳列示意圖 46
圖 18. 台南趣活旗艦店-文創商品區 47
圖 19. 台南趣活旗艦店-動物特區-動物遊樂園 & 台灣特有種 47
圖 20. 台南趣活旗艦店-保養品類 47
圖 21. 台南趣活旗艦店-防疫小物區 47
圖 22. 台南藍晒圖趣活旗艦店-主題特展區 48
圖 23. 台南藍晒圖趣活旗艦店-皮革區 48
圖 24. 台南藍晒圖趣活旗艦店-文創小物區 48
圖 25. 台南藍晒圖趣活場域屋頂結構 62
圖 26. 台南藍晒圖趣活磚瓦櫃台 62
圖 27. 台南藍晒圖趣活-環境設計要素 63
圖 28. 商品與環境之感質向度與消費者體驗滿意度相關性 64
圖 29. 藍晒圖趣活品牌商店-挽回杯 73
圖 30. 藍晒圖趣活品牌商店-你儂我儂 73



表目錄
表 1. 感質五大核心 3
表 2. 感質特性- 10
表 3. 文化創意產業定義整理 13
表 4. 消費者滿意度定義 29
表 5. 品質屬性判定的決策矩陣 35
表 6. 迴歸係數顯著性與品質屬性之關係 37
表 7. 訪談產業簡介 39
表 8. 實驗問卷題項 41
表 9. 問卷題項與現場示意對照表 42
表 10. 受測場域企業介紹 44
表 11. 問卷題項資料整理 49
表 12. 實驗受測者背景統計表 50
表 13. 問卷題項編碼表 51
表 14. 商品體驗之因素敘述統計 53
表 15. 環境體驗之因素敘述統計 54
表 16. 商品感質特徵值與因素負荷量 56
表 17. 商品感質五大向度與體驗滿意度之複迴歸分析 57
表 18. 商品感質因素(魅力、美感、精緻)與體驗滿意度之複迴歸分析 57
表 19. 環境感質特徵值與因素負荷量 60
表 20. 環境感質五大向度與體驗滿意度之複迴歸分析 61
表 21. 環境魅力感質因素與體驗滿意度之複迴歸分析 62
表 22. 商品體驗滿意度-一元品質 65
表 23. 商品體驗滿意度-魅力品質 66
表 24. 環境體驗滿意度-一元品質 67
表 25. 環境體驗滿意度-魅力品質 68
表 26. 商品體驗滿意度因素重要度 69
表 27. 環境體驗滿意度因素重要度 70
表 28. 商品感質對文創品牌商店體驗之影響 71
表 29. 環境感質對文創品牌商店體驗之影響 72


中文文獻:
1.大衛·赫斯蒙德夫 (2009)。文化產業分析(The Cultural Industries) (廖珮君譯)。台北:瑋柏文化國際出版有限公司。(原作出版年:2006年)
2.行政院 (2009),創意臺灣文化創意產業發展方案行動計畫98-102年(核定本),取自:http://www.ey.gov.tw/ct.asp?xItem=63679&ctNode=2907。
3.出井伸之(2003),非連續時代(劉錦秀譯)。台北:商周出版。(原作出版年:2002年)
4.石滋宜 (2004)。石滋宜談競爭力,新北市:台灣商務。
5.江哲超、李龍淵、莊文典、李坤城 (2012)。香客大樓遊客體驗價值對滿意度與重遊意圖影響之研究-以高雄內門順賢宮香客大樓為例。運動健康與休閒學刊,20,71-84。
6.朱芷萱(2012)。感質空間設計、體驗價值對顧客滿意度、顧客忠誠度之影響-以Ikea為例。國立中山大學企業管理學系研究所碩士論文,未出版,高雄市。
7.李志仁、宋同正、蔡登傳 (2012)。服務場域與品質知覺之關聯性:以主題餐廳為例。設計學報,17(4),1-20。
8.呂宗哲 (2010)。愉悅型產品之魅力要素與愉悅感持續性研究。國立成功大學工業設計學系碩士論文,未出版,台南市。
9.林炎旦(主編)(2011)。2010 創意經濟報告。臺北市:師大書苑。
10.林榮泰、劉邦初、李英傑、蘇錦夥、張淑華 (2010)。創意生活產業的感性場域與感質商品-The One 南園之個案研究。科技與設計的對照。台灣感性學會研討會論文,台中:東海大學。
11.林榮泰 (2011)。序-文化創意產業的本質與研究。設計學報,16(4),pi - iv。
12.林榮泰 (2012)。感性場域,感動體驗,感質商品,打造臺北成為世界設計之都。台北產經,11,14-21。
13.林思玲、林炎旦(2014)。我國文化創意產業人才培育發展現況與策略。教育資料與研究,112,25-51。
14.邱婷琳 (2012)。感性資訊設計對產品感質傳遞影響之研究。東海大學企業管理學系研究所碩士論文,未出版,台中市。
15.馬克.葛伯 (2011)。感動:創造『情感品牌』的關鍵法則(吳孟穎、賴孟怡譯)。台北市:寶鼎出版社。(原作出版年:2010年)
16.翁俊杰 (2012)。竹材設計與感質創作之研究。國立台灣藝術大學工藝設計學系在職專班碩士論文,未出版,新北市。
17.許士軍 (2005)。創意生活產業的特色、解放與陷阱。遠見雜誌,230,32-34。
18.陳其南(1996)。 地方文化與區域發展。地方文化與區域發展研討會論文集。國立中興大學都市計劃研究所,1-8。 台北: 行政院文建會。
19.陳勁甫、林怡安 (2003) 博物館遊客滿意 度與服務品質之研究:以自然科學博物館為例。博物館學季刊,17(3),113-132。
20.陳建文,洪嘉蓉 (2005)。服務品質、消費者滿意度與忠誠度關係之研究-以ISP為例。電子商務研究,3(2),153-172。
21.陳俊智、莊明振 (2006)。以行動電話為例探討灰色田口方法於產品美感品質最佳化設 計之研究。設計學報,11(1),65-84。
22.黃劭彥、陳俊志(2017)。我國數位文創產業之發展與挑戰。電腦稽核期刊,36,41-48。
23.黃坤祥、朱惠琴 (2005)。高雄原住民文化產業現況與未來展望研究調查。高雄:高雄市政府研究發展考核委員會。
24.黃映瑀 (2005)。體驗行銷、體驗價值、消費者滿意、品牌形象與行為意向關係之研究。大葉大學事業經營研究所碩士論文,未出版,彰化縣。
25.黃聖茹、張智雄 (2010)。體驗行銷、體驗價值、消費者滿意度與消費者忠誠度之關聯性研究-以L品牌服飾為例。服務業管理評論,8,31-53。
26.董建德 (2012)。揭開感動服務的十二堂課。台北市:台灣商務 印書股份有限公司。
27.葉智魁 (2002)。發展的迷思與危機~文化產業與契機。哲學雜誌,38,4-25。
28.潘忠煜、楊士鴻 (2010)。感質-心體驗。品質月刊,46(3),34-36。
29.劉維公 (2001)。當代消費文化社會理論的分析架構:文化經濟學、生活風格、與生活美學。東吳社會學報,11,113-136。
30.顏惠芸、林伯賢、林榮泰 (2014)。文創商品之感質特性探討。感性學報,2(1),34-61。
31.顏惠芸、林伯賢、林榮泰 (2015)。產品感質對品牌形象之影響。設計學報,20(2),1-24。
32.藍清水 (2006),地方文化產業之價值 創新探討─以桃園觀音地區休閒農場為例。國立中央大學客家政治經濟研究所碩士論文,未出版,桃園市。
33.蘇明如 (2004)。解構文化產業。高雄:春暉出版社。


英文文獻:
1.Aaker, D.A., Kumar, V., & Day, G.S. (2007). Marketing Research. 9th edition. John Willey & Sons Inc, USA.
2.Aaker, D.A., Kumar,V., & Day, G.S. (2007). Marketing Research (9th Eds.) USA: John Willey & Sons Inc.
3.Amabile, T.M. & Pratt, M.G. (2016). The Dynamic Componential Model of Creativity and Innovation in Organizations: Making Progress, Making Meaning. Research in Organizational Behavior, 36, 157-183.
4.Anderson, E.W., Fornell, C. & Lehmann, D.R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58, 53-66.
5.Arnould, E., Price, L.L. & Tierney, P. (1998). Communicative staging of the wilderness servicescape. Service Industries Journal, 18, 90-115.
6.Bagozzi, R.P., Gopinath, M., & Nyer, P.U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184-206.
7.Bagozzi, R.P., Gopinath, M., & Nyer, P.U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184-206.
8.Bellenger, D.N., Steinberg, E. & Stanton, W. (1976). The Congruence of Store Image and Self Image. Journal of Retailing, 52(Spring), 17-32.
9.Berger, C., Blauth, R. & Boger, D. (1993). Kano’s methods for understanding customer customer defined quality. Centre for Quality Management Science, 17, 66-88.
10.Besemer, S.P. & Treffinger, D.J. (1981). Analysis of Creative Products: Review and Synthesis. Journal of Creative Behavior, 15, 158-178.
11.Binter, M.J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57-71.
12.Bitner, M.J. (1992). Servicescape: the impact of physical surroundings on customers and employees. Journal of Marketing, 56 (2), 57-71.
13.Bolton, R.N. & Drew, J.H. (1991). A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research, 17(4), 375-384.
14.Boshoff, C. & Gray, B. (2004). The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry. South African Journal of Business Management, 35(4), 27‐37.
15.Burns, D.J. & Neisner, L. (2006). Customer satisfaction in a retail setting: the contribution of emotion. International Journal of Retail & Distribution Management, 34(1), 49‐56.
16.Cadotte, E.R., Woodruff, R.B. & Jenkins, R.L. (1987). Expectations and Norms in Models of Consumer Satisfaction. Journal of Marketing Research, 24(3), 305-314.
17.Chebat, J.C. & Michon, R. (2003). Impact of Ambient Odors on Mall Shoppers' Emotions, Cognition, and Spending: A Test of Competitive Causal Theories. Journal of Business Research, 56(7), 529‐540.
18.Churchill, G.A. & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 4(19), 491-504.
19.Cronin, J.J. Jr & Taylor, S.A. (1992). Measuring service quality: a re-examination and extension, Journal of Marketing, 56, 55-68.
20.Darian, J.C., Tucci, L.A. & Wiman, A.R. (2001). Perceived salesperson service attributes and retail patronage intentions. International Journal of Retail & Distribution Management, 29(4/5), 205‐213.
21.Day, H.I. (1981). Play, a Ludic Behavior, Advances in Intrinsic Motivation and Aesthetics. NY and London: Plenum Press, 225-249.
22.Day, R.L. (1977). Extending the Concept of Consumer Satisfaction. Atlanta: Association for Consumer Reseacher, 4, 149-55.
23.Deighton, J. & Grayson, K. (1995). Marketing and Seduction: Building Exchange Relationships by Managing Social Consensus. Journal of Consumer Research, 21(4), 660-676.
24.Dennett, D.C. (1988). Quining qualia, In Consciousness in Contemporary Science, ed. A. Marcel & E. Bisiach, UK: Oxford University Press.
25.Donovan, R.J., Rossiter, J.R., Marcoolyn, G. & Nesdale, A. (1994). Store Atmosphere and Purchasing Behavior. Journal of Retailing, 70(3), 283-294.
26.Engel, J.F., Blackwell, R.D., & Kollat, D.T. (1986). Consumer Behavior (5th ed.). New York Holt, Rinehart and Winston.
27.Erciş, A., Ünal, S., Candan, F.B. & Yıldırım, H. (2012). The effect of brand satisfaction, trust and brand commitment on loyalty and repurchase intentions. Procedia-Social and Behavioral Sciences, 58, 1395-1404.
28.European. Journal of Marketing, 39 (7), 785-808.
29.Evanschitzky, H., Iyer, G.R., Plassmann, H., Niessing, J. & Meffert, H. (2006). The relative strength of affective commitment in securing loyalty in service relationships. Journal of business research, 59(12), 1207-1213.
30.Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56, 6-21.
31.Garvin, D.A. (1984). What Does Product Quality Really Mean? Sloan Management review, 26(1), 25-43.
32.Gerpott, T.J., Rams, W. & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy, 25(4), 249-269.
33.Gobe, M. (2001). Emotional Branding: The new Paradigm for Connecting Brands to People. New York, N.Y.: Allworth Press.
34.Gummesson, E. (1998). Implementation Requires a Relationship Marketing Paradigm. Journal of Academy of Marketing Science, 26(3), 242-249.
35.Hassenzahl, M. (2008). Aesthetics in interactive products: Correlates and consequences of beauty. In H. N. J. Schifferstein & P. Hekkert (Eds.), Product experience. Amsterdam: Elsevier. 287-302.
36.Hempel, D.J. (1977). Consumer Satisfaction with the Home Buying Process: Conceptualization and Dissatisfaction. Cambridge. MA: Marketing Science Institute.
37.Holbrook, M.B. (2000). The millennial consumer in the texts of our times: Experience and entertainment. Journal of Macromarketing, 20(2), 178-192.
38.Huizinga, J. (1955). Homo ludens: A study of the play element in culture. Boston: Beacon.
39.Hunt, K.H. (1977). Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. Cambridge, Mass: Marketing Science Institute.
40.Jamal, A. (2004). Retail banking and customer behaviour: a study of self concept, satisfaction and technology usage. International Review of Retailing, Distribution and Consumer Research, 14(3), 357‐379.
41.Kano, N.(ed) (1996). Guride to TQM in Service Industries. Tokyo: Asian Productivity Organization. ISBN: 978-9283311300
42.Kim, J. & Dear, R. (2013). Workspace satisfaction: The privacy-communication trade-off in open-plan offices. Journal of Environmental Psychology, 36, 18-26.
43.Kim, W.G. & Moon, Y.J. (2009). Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type. International Journal of Hospitality Management, 28(1), 144-156.
44.Kolter, P. (1996). Marketing management: an Asian perspective. NY: Printice Hall.
45.Kotler, P. & Keller, K. (2006). Marketing Management (12th Eds.). New Jersey: Pearson Education Inc.
46.Kotler, P. (1997). Marketing Management: Analysis, Planning, Implementation, and Control (9th ed.). Upper Saddle River, New Jersey: Prentice Hall.
47.Kotler, P. (2003). Marketing Management (11th ed.). New Jersey: Prentice Hall.
48.Lewis, C.L. (1929). Mind and the World Order: OutlineofaTheoryofKnowledge. New York: Charles Scribners' Sons.
49.Lin, I.Y. & Mattila, A.S. (2010). Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers' Emotions and Satisfaction. Journal of Hospitality Marketing & Management, 19(8), 819-841.
50.Lin, I.Y. (2010). The combined effect of color and music on customer satisfaction in hotel bars. Journal of Hospitality Marketing and Management, 19(1), 22-37.
51.Lovelock, C., Wirtz, J., Chew, P. (2009). Essentials of service marketing. Singapore. Pearson: prentice Hall. Ministry of Health (2007). Annual Statistical Book. Amman, Jordan.
52.Lowe, R., Cockshott, Z., Greenwood, R., Kirwan, J.R., Almeida, C., Richards, P. & Hewlett, S. (2008). Self-efficacy as an appraisal that moderates the coping-emotion relationship: associations among people with rheumatoid arthritis. Psychol Health, 23, 155-174.
53.Mano, H. & 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.
54.Mano, H. & 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.
55.Manschot, M. & Visser, F.S. (2011). Experience-value: A framework for determining values in service design approaches. Proceedings of IASDR.
56.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.
57.McLuhan, R. (2000). Go live with a big brand experience. Marketing, 26, 45-46.
58.Mehrabian, A. & Russell, J. (1974). An approach to environmental psychology, Cambridge, MA: Massachusetts Institute of Technology.
59.Miller, J.A. (1979). The Conceptualization of Consumer Satisfaction and Dissatisfaction. Cambridge, MA: Marketing Science Institute.
60.Nimako, S.G. (2012). Linking Quality, Satisfaction and Behaviour Intentions in Ghana’s Mobile Telecommunication Industry. European Journal of Business and Management, 4(7), 1-17.
61.Oliver, R.L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision. Journal of Marketing Research, 17(4), 460-469.
62.Oliver, R.L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33-44.
63.Oliver, R.L. (2000). Customer Satisfaction with Service. In Teresa A. Schwartz and Dawn Iacobucci (Ed.), Handbook of Service Marketing and Management, 247-257. London: Sage Publications, Inc.
64.Orth, U.R., Limon, Y. & Rose, G. (2010). Store-evoked affect, personalities, and consumer emotional attachments to brands. Journal of Business Research, 63(11), 1202-1208.
65.Ostrom, A. & Lacobucci, D. (1995). Consumer Trade-Offs and the Evaluation of Services. Journal of Marketing, (59)1, 117-128.
66.Pine B.J. & Gilmore, J.H. (1998). Welcome to the experience economy. Harvard Business Review, 76, 97-105.
67.Pine, B.J., Pine, J. & Gilmore, J.H. (1999). The experience economy: Work is theatre & every business a stage. Harvard Business Press.
68.Rapoport, A. (1990). History and Precedent in Environmental Design. New York: Kluwer Academic Publishers, Plenum Press. 271.
69.Reimer, A. & Kuehn, R. (2005). The impact of servicescape on quality perception
70.Rokeach, M. (1973). The nature of human values. New York: The Free Press.
71.Sauerwein, E., Bailom, F., Matzler, K. & Hinterhuber, H.H. (1996). The Kano model: How to delight your customers. In Proceedings of the international working seminar on production economics, Austria, 313–327.
72.Schmitt, B. (1999). Experiential marketing. Journal of Marketing Management, 15(1-3), 53-67.
73.Schnurr, B., Brunner-Sperdin, A. & Stokburger-Sauer, N.E. (2017). The effect of context attractiveness on product attractiveness and product quality: the moderating role of product familiarity. Marketing Letters, 28(2), 241-253.
74.Schreyer, R. & Roggenbuck, J.W. (1987). The Influence of Expectation on Crowding Perceptions and Social Psychological Carrying Capacities. Leisure Science, 1(4), 373-394.
75.Searle, J.R. (1992). The rediscovery of the mind. Cambridge, MA: MIT press.
76.Searle, J.R. (2000). Consciousness. The Annual Review of Neuroscience, 23, 557-578.
77.Severt, E. (2002). The customer’s path to loyalty: A partial test of the relationships of prior experience, justice, and customer satisfaction. Doctoral Thesis, Faculty of the Virginia Polytechnic Institute and State University (EEUU), Virginia.
78.Severt, E. (2002). The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction. Doctoral Thesis, Faculty of the Virginia Polytechnic Institute and State University (EEUU), Virginia.
79.Sinha, I. & DeSarbo, W.S. (1998). An integrated approach toward the spatial modeling of perceived customer value. Journal of Marketing Research, 35(2), 236-249.
80.Sireli, Y., Kauffmann, P. & Ozan, E. (2007). Integration of Kano's model into QFD for multiple product design. IEEE Transactions on Engineering Management, 54 (2), 380-390.
81.Sit, J. & Bill Merrilees, B. (2005). Understanding Satisfaction Formation of Shopping Mall Entertainment Seekers: A Conceptual Model. ANZMAC Conference 2005: Broadening the Boundaries, Freemantle Western Australia. 05-07.
82.Sweeney, J.C. & Soutar, G.N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
83.Turley, L.W. & Milliman, R.E. (2000). Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence. Journal of Business Research, 49(2), 193-211.
84.Turley, L.W. & Milliman, R.E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49, 193-211.
85.UNESCO (2000). What do we understand by Culture Industries? In “Culture Trade and Globalization”. United Nations Educational, Scientific and Cultural Organization.
86.Unger, L.S. & 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.
87.Varshneya, G. & Das, G. (2017). Experiential value: Multi-item scale development and validation. Journal of Retailing and Consumer Services, 34, 48-57.
88.Wakefield, K.L. & Baker, J. (1998). Excitement at the mall: Determinants and effects on shopping response. Journal of Retailing, 74(4), 515-539.
89.Westbrook, R.A. (1987). Product consumption‐based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258‐270.
90.Wirtz, J. & Mattila, A.S. (2001). Exploring the Role of alternative Perceived Performance Measures and Needs-Congruency in the Consumer Satisfaction Process. Journal of Consumer Psychology, 11(3), 181-192.
91.Woodruff, R.B., Cadotte, E. R. & Jenkins, R.L. (1983). Modeling Consumer Satisfaction Processes Using Experience-Based Norms. Journal of Marketing Research, 20(3), 296-304.
92.Woodside, A.G., Frey, L.L. & Daly, R.T. (1989). Linking Service Quality, Customer Satisfaction, and Behavioral Intention. Journal of Health Care Marketing, 9, 5-17.
93.Wright, E. (2008). The Case for Qualia. Cambridge: MIT Press.
94.Zeithaml, V.A. & Bitner, M.J. (2003). Services Marketing: Integrating Customer Focus across the Firm. 3rd Edition, Irwin McGraw-Hill, New York.

QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔