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研究生:鄧盈佳
研究生(外文):Ying-Chia Teng
論文名稱:員工情緒展現、信任、實體環境與顧客知覺價值關係之研究-以診所及美容業為例
論文名稱(外文):A Study of the Relationships among Employee-displayed Emotion, Trust, Physical Surroundings and Customer Perceived Value: Empirical Cases of Clinics and Beauty
指導教授:許淑寬許淑寬引用關係
指導教授(外文):Shu-Kuan Hsu
口試委員:許瞻桂董玉娟
口試委員(外文):Chan-Kuei HsuYu-Chuan Tung
口試日期:2014-07-10
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2014
畢業學年度:102
語文別:中文
論文頁數:108
中文關鍵詞:員工情緒展現信任實體環境顧客知覺價值
外文關鍵詞:Employee-displayed EmotionTrustPhysical SurroundingsCustomer Perceived Value
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服務經濟時代的來臨,讓消費者在消費過程中重視的不單只是價格,而是該服務帶給人的價值感受本研究欲探討員工情緒展現、信任、實體環境與顧客知覺價值之間的關係。
本研究以高雄地區診所及美容業之消費者為研究對象,透過問卷調查法蒐集資料,共計發放300份問卷,回收有效問卷217份,經由資料分析,所得研究結果為:信任對顧客知覺價值具有正向影響;以及實體環境對員工情緒展現及顧客知覺價值之關係具有正向調和效果。本研究在最後也依研究結果提出實務建議,盼能有益服務業在實務上之管理。

With the service economics coming, consumers care about the feeling of perceived value in the service process rather than the price consumers paid for. In this research, it examines relationships among employee-displayed emotion, trust, physical surroundings, and customer perceived value.
The research samples are the consumers visiting the clinic and the beauty in Kaohsiung, Taiwan. Through the questionnaire survey, totally 300 questionnaires are distributed and 217 valid questionnaires are collected. After data are analyzed, the results are as follows:
1. Trust is positively related to the customer perceived value.
2. The physical surroundings positively moderate the relationship
between employee-displayed emotion and customer perceived value.
Finally, this research makes suggestions for practice, and it looks forward to services firms benefiting from this study.

摘要 I
Abstract II
誌謝 III
目錄 IV
表目錄 VI
圖目錄 VIII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4
第二章 文獻探討 5
第一節 情緒勞務 5
第二節 信任 10
第三節 實體環境 16
第四節 顧客知覺價值 22
第五節 各研究變項之關係 28
第三章 研究方法 31
第一節 研究架構 31
第二節 研究假說 32
第三節 研究變項之操作型定義與衡量 33
第四節 研究對象與抽樣方法 39
第五節 資料分析方法 41
第四章 資料分析與結果 44
第一節 樣本特性描述 44
第二節 量表之因素及信度分析 49
第三節 各研究變項之敘述性統計與相關分析 54
第四節 各研究變項之迴歸分析 56
第五節 調和結果分析 58
第六節 研究假說檢定結果 61
第七節 迴歸細部分析 62
第五章 結論與建議 75
第一節 結論 75
第二節 學術及管理意涵 77
第三節 研究限制及未來研究方向 80

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行政院主計總處(2011)。中華民國行業標準分類(第9次修訂)【行政院主計總處網站】。取自http://www.stat.gov.tw
行政院國家發展委員會 (2014)。總體經濟現況。取自http://www.ey.gov.tw/state/ News_Content3.aspx?n=3F00F60B9FC304D7&s=2FE35E5B857F7A92
林則宏 (2013年4月24日)。陸GDP占比服務業贏製造業。聯合新聞網。取自http://udn.com/NEWS/MAINLAND/MAI3/7851616.shtml
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