頁籤選單縮合
題名 | 在服務缺失之情境下,餐廳裝潢豪華度對關係品質之影響--以涉入度為干擾變項=The Influence of Luxuriously Furnished Degree of the Restaurant on the Relationship Quality under the Service Failure Context: Using Involvement Degree as a Moderator Variable |
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作者姓名(中文) | 沈如鳳; 薛翠莉; 李亮君; 蔡承樺; |
作者姓名(外文) | Shen, Ju-feng; Hsueh, Tsui-li; Lee, Lian-chun; Tsai, Cheng-hua; |
書刊名 | 全球商業經營管理學報 |
卷期 | 9 2017.09[民106.09] |
頁次 | 頁109-119 |
分類號 | 496.7 |
語文 | chi |
關鍵詞 | 關係品質; 餐廳裝潢豪華度; 涉入度; 服務缺失; Relationship quality; The luxuriously furnished degree of the restaurant; Involvement degree; Service failure; |
中文摘要 | 本研究主要目的,是為了瞭解消費者在服務缺失的情境下,餐廳裝潢豪華度對關係品質(滿意、信賴、承諾)之影響,並以產品涉入度為干擾變項。本研究採用虛擬故事法和問卷回答來搜集資料,可避免回憶法記憶流失之誤差,俾能提供變數間之因果關係測試。本研究共發放250份問卷,有效樣本為231份,有效樣本百分比為92.4%。本研究的研究結果為:在服務缺失的情境下,餐廳裝潢豪華度會影響「關係品質之滿意度」,消費者對裝潢豪華餐廳的滿意度大於裝潢不豪華之餐廳,且高涉入者對裝潢豪華度的滿意度大於低涉入者。表示餐廳裝潢豪華度會影響關係品質滿意度,且可鎮壓服務缺失不滿情緒,而這種鎮壓效果,高涉入者大於低涉入者。餐廳裝潢豪華度,在服務缺失的情境下,亦會影響「關係品質之信賴度」,消費者對裝潢豪華及中等豪華餐廳的信賴度大於裝潢不豪華之餐廳,且高涉入者對裝潢豪華或中等豪華的信賴度均大於低涉入者。就程度上而言,餐廳裝潢豪華度對信度賴度之影響,高涉入者大於低涉入者。餐廳裝潢豪華度不會影響「關係品質之承諾」,表示餐廳裝潢豪華度只利於關係品質滿意及信賴之建立,對長期承諾之建立,較無助益。 |
英文摘要 | The objective of this study is to understand the consumers with service failures and the influence of luxuriously furnished degree of the restaurant the relationship quality such as satisfaction, trust, and commitment. And product involvement is our moderator variable. This study was conducting virtual story and questionnaires to collect information in order to avoid the error of the memory loss of recall method and to provide the test of the causal relationship among variables. A total of 250 questionnaires were distributed, 231 were valid samples, and 92.4% were effective samples. The results of the study were as follows: When service failure occurs, the luxuriously furnished degree of the restaurant will affect the satisfaction of relationship quality. The consumer satisfaction with luxuriously furnished degree of the restaurants is greater than which of not luxuriously furnished degree of the restaurants. And the satisfaction of high involvement for the consumers is greater than the satisfaction of low involvement for the consumers. The results present that the luxuriously furnished degree of the restaurant will affect the satisfaction of relationship quality. And the service failure will be forgiven. The mend effect of high involvement is greater than the mend effect of low involvement. When service failure occurs, the luxuriously furnished degree of the restaurant will affect the trust of relationship quality. The consumers' trust with luxuriously furnished degree of the restaurants and medium furnished degree of the restaurants are greater than which of not luxuriously furnished degree of the restaurants. And the trust of high involvement for the consumers with luxuriously furnished degree of the restaurants and medium furnished degree of the restaurants is greater than the trust of low involvement for the consumers. The results present that the luxuriously furnished degree of the restaurant will affect the trust of relationship quality. And the mend effect of high involvement is greater than the mend effect of low involvement. The luxuriously furnished degree of the restaurant will not affect the commitment of relationship quality. The luxuriously furnished degree of the restaurant will only affect the satisfaction and the trust of relationship quality. The luxuriously furnished degree of the restaurant will not help with establishing the long-term commitment. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。