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題名 | 轉換成本與服務涉入對過度服務、知覺價值與再購意願間干擾效果之研究--以海底撈餐廳為例=Moderating Effect of Switching Cost and Service Involvement among Excessive Service, Perceived Value and Repurchase Intention--A Study of Hai Di Lao Hot Pot Restaurant |
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作 者 | 朱永蕙; | 書刊名 | 休憩管理研究 |
卷期 | 5:1 2018.08[民107.08] |
頁次 | 頁1-24 |
分類號 | 496.34 |
關鍵詞 | 過度服務; 知覺價值; 再購意願; 轉換成本; 服務涉入; Excessive service; Perceived value; Repurchase intention; Switching cost; Service involvement; |
語文 | 中文(Chinese) |
中文摘要 | 本研究主要探討過度服務、知覺價值與再購意願之間的影響,以及轉換成本與服務涉入在變項間的干擾效果。本研究採立意抽樣,並於現場發放問卷。運用迴歸分析探討變項間的關係與影響,再以階層迴歸分析檢測轉換成本與服務涉入的干擾效果。研究結果發現:(1)過度服務對知覺價值具有正向顯著影響,且轉換成本中的「失去既有優惠的成本」與「不確定成本」,在過度服務與知覺價值之間具有干擾效果;(2)知覺價值對再購意願具有正向顯著影響,且服務涉入中的「情感面」與「認知面」在知覺價值與再購意願之間具有干擾效果。 |
英文摘要 | This study aims to investigate the influence among excessive service, perceived value, and repurchase intention, as well as the moderating effect of switching cost and service involvement. Data has been collected by on-site survey with purposive sampling. Regression analysis has been applied to analyze variables. Moderating effect of switching cost and service involvement has been tested by hierarchical regression analysis. Results have shown that excessive service has a positive significant influence on perceived value. Among the previously mentioned "significant influence," only two aspects of moderating effect of switching cost, namely "benefit lost cost" and "uncertain cost" has significant influence. Additionally, perceived value has a positive significant influence on repurchase intention. Among the previously mentioned "significant influence," only two aspects of moderating effect of service involvement, namely "emotion" and "cognition" has significant influence. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。