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題名 | The Impact of Complex Hotel's Physical Environment on Guests' Perception: From the Gestalt Psychology Perspective=豪華飯店物理環境對於顧客知覺之影響:從完形心理學的觀點 |
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作者 | 林郁華; | 書刊名 | 嶺東學報 |
卷期 | 12 2001.04[民90.04] |
頁次 | 頁129-149 |
分類號 | 170.182 |
關鍵詞 | 完形心理學; 知覺; 感官刺激; 服務環境; Gestalt psychology; Perception; Sensory stimuli; Servicescape; |
語文 | 英文(English) |
中文摘要 | 研究顯示許多與服務有密切關係的行業,例如,零售商、銀行與醫院等等,物理 環境對於正面或負面的印象形成扮演重要的角色。飯店顧客對於服務面的第一印象通常來 自於外觀的直接觀感與內部裝潢的細節。對於高級飯店而言,顧客在獲得飯店員工的服務 之前,飯店外在或內部特徵是顧客首先面臨的重要線索,並且,它們亦是形成心理意像、 知覺與評估飯店營運的關鍵因素。為了對飯店顧客提供舒適的物理環境,以及瞭解他們如 何形成內在的意象與知覺,作者認為環境心理的研究者不應僅將研究範圍局限於零售或銀 行等行業,更應擴展至飯店情境。由於完形學派是說明人類知覺的重要取向,採取完形心 理學的知覺原則來評量與探討顧客如何對於物理環境形成整體的知覺形象是合適的切入 點。最後,作者根據文獻回顧與完形心理學觀點,提出未來研究的重要議題。倘若更多關 於飯店企業環境心理的研究能夠被有效提出,這將有助於飯店擁有者與經營者信服營造舒 適的物理環境與良好服務的提供都是不可或缺的重要因素。 |
英文摘要 | Studies have shown that in many service-related businesses (e.g., retail stores, banks, and hospitals), the physical environment has played an important role both positively and negatively in customers' impression formation. Hotel guests' first impression of a servicescape usually starts from the direct observation of the exterior to detail stimulus and arousing interior decor. A luxury hotel's exterior and interior elements are the very first cues among others that a guest will encounter to form a mental picture, perception, and evaluation of a particular hotel operation before they even have a chance to experience the service encounter with the employees. In order to provide a pleasant physical environment to hotel guests, and to better understand how guests' form their own individual mental picture and perception, the author proposed researchers of environmental psychology should expand their research area not only in retail or bank settings, but also hotel settings. As the Gestalt approach is an important perspective in human perception, it is appropriate for us to apply the principles of Gestalt psychology to evaluate and investigate how hotel guests form a “wholeness” perceptual image of physical environment. Finally, future research issues were proposed according to literature review and Gestalt psychology. More empirical studies of environmental psychology should be conducted in the hospitality industry in order to better convince hotel owners and managers that creating a pleasant physical environment is just as important as emphasizing the importance of providing excellent services. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。