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題名:服務失誤下餐聽顧客知覺公平、情緒與行為意圖之研究
作者:邱道生
作者(外文):Tao-Sheng Chiu
校院名稱:國立東華大學
系所名稱:企業管理學系
指導教授:池文海
學位類別:博士
出版日期:2017
主題關鍵詞:服務失誤知覺公平責任歸因情緒行為意圖Service FailurePerceived JusticeBlame AttributionEmotionBehavioral Intentions
原始連結:連回原系統網址new window
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本研究以認知-情感-行為意圖態度三成份模型為研究架構的基礎,探討顧客在餐廳服務過程中遭遇服務失誤時,因失誤所產生的知覺公平,是否會引發出不同的正向或負向情緒,並產生不同類型的行為意圖。本研究也期望藉由不同面向來探討顧客所產生情緒間的關聯性與顧客產生行為意圖的詳細過程。此外本研究也討論責任歸因在顧客知覺公平與不同情緒面向上的影響性。最後本研究探討同理心、服務補救滿意、心理契約違反、背叛與生氣對顧客行為意圖的中介效果。本研究的研究對象為曾經在臺灣地區有桌邊服務的餐廳顧客,對於服務過程中有遇到問題者,本研究共取得977份有效樣本,並以結構方程模式進行模式檢驗,結果發現:(1)知覺公平對正負向情緒具有解釋能力;(2)同理心與服務補救滿意、心理契約違反、背叛與生氣之間具有顯著關係;(3)正向情緒與負向情緒分別對行為意圖具有解釋能力;(4)責任歸因對知覺公平與正負向情緒之間具有調節能力。(5)正負向情緒在知覺公平與行為意圖關係上具有中介效果。
This study explores the positive and negative emotions and different types of behavioral intentions generated from perceived justice due to various failures when customer encounter the context of service failure for restaurant service treatment process based on the cognition-affection-behavior of the tri-component attitude model as the foundation of research framework. This study expects to carefully explore the relationships between these emotions and behavioral intentions with different faces. In addition, this study investigates the mediation effects of emotions and customer behavioral intentions. The respondents of this study are customers who have ever experienced the service failure in the Taiwan table service restaurant. This study collects 977 valid samples and confirms the research hypotheses with the structural equation modeling. The results show that (1) Perceived justice have explanatory power for positive and negative emotions. (2)There have significant correlations effects between empathy and service recovery satisfaction, psychological contract violation, betrayal and anger. (3) Positive and negative emotions have explanatory power for behavioral intentions, respectively. (4) Blame attribution will moderate the relationship between perceived justice and emotions. (5) Positive and negative emotions are mediators t between perceived justice and behavioral intentions.
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