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題名:服務努力、服務品質與小費關係之研究
作者:吳德晃
作者(外文):Wu, Der-Huang
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
指導教授:謝安田
學位類別:博士
出版日期:2005
主題關鍵詞:服務努力服務品質服務態度及小費perceived service effortservice qualityservice attitude and tips
原始連結:連回原系統網址new window
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  • 點閱點閱:31
由過去的研究文獻及邏輯之推論顯示,服務努力與服務品質及服務品質與小費間之關係均有正、負關係之出現,以致其間之關係尚無定論,且目前並無實證研究說明服務努力、服務品質及小費等三個變項間究竟呈現何種關係。因此本研究之目的在探討服務人員的服務努力與小費、服務努力與服務品質及服務品質與小費間之關係,同時也欲釐清服務品質對服務努力與消費者支付小費間的關係是否具有中介效果。
本研究透過郵寄問卷的方式總共寄發了1,000份問卷,經剔除填答不完全與資料漏失之問卷34份,共計回收有效問卷364份,有效回收率達36.4%。
本研究之服務努力以努力持久度與努力強度兩個構面來衡量,服務品質則以有形性、信賴性、回應能力、確定性、及同理心等五個構面來衡量,而小費則以顧客自行填答方式來衡量。研究結果顯示,顧客所認知的服務人員的服務努力與其所支付的小費量間具有顯著的正向關係,服務努力與服務品質間亦具有顯著的正向關係,而服務品質與小費間則關係不顯著。然而,服務品質在服務努力與小費的關係間卻不具有中介的效果。根據研究的結果,本研究提出了進一步的討論,並對管理實務及後續研究提出了建議。
According to the literature reviewing and logic reasoning, it shows that there are positive or negative relations among the service effort, service quality and tips. The relations are still unclear and there is no empirical study to explain the real relations among them till now. The purpose of this study is to explore the relations between perceived service effort and customers’ paying tips, perceived service effort and service quality, and service quality and tips. Also, this study engages to clarify if service quality owns the mediating effect between perceived service effort and customers’ paying tips to service provicers as well.
This study collected the data via mailing questionnaire method. Total of 1,000 questionnaires were mailed to the respondents and we got 364 useful responses after deleting 34 uncompleted questionnaires.
The results indicated that there was significant positive relationship between perceived service effort and tips, between perceived service effort and service quality, but not significant between service quality and tips. Moreover, this study found that service quality had no mediating effect to the relationship between the perceived service effort and tips. This study also offered discussion and suggestions for the managerial practice and further study as well.
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