:::

詳目顯示

回上一頁
題名:臺北網球中心環境氣氛、關係品質與體驗價值對再購意願之影響
作者:賴威志
作者(外文):Lai, Wei-Chih
校院名稱:國立臺灣師範大學
系所名稱:體育與運動科學系
指導教授:張少熙
學位類別:博士
出版日期:2022
主題關鍵詞:DSAT框架關係品質中介效果體驗價值調節效果DAST frameworkrelationship qualitymediation effectexperiential valuemoderating effect
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:2
研究背景:本研究旨在探討後疫情時期,臺北網球中心顧客關係管理的關鍵因素。收集過去的研究,調查環境氣氛、關係品質、體驗價值和顧客再購意願之間的關係。研究方法:以臺北市網球中心運動消費者為研究對象,總計發放673份,有效量表為 623份,回收有效率達92%,採用結構方程模式進行統計分析。研究結果:環境氣氛、關係品質、體驗價值與再購意願間,呈顯著正相關。環境氣氛對關係品質具有顯著正向影響。關係品質於環境氣氛與再購意願間,具有顯著之部分中介效果。體驗價值於環境氣氛、關係品質與再購意願間之調節作用並不顯著。結論:基於上述結果本研究結論認為,如何有效規劃營運空間或網路平台之環境氣氛,或是透過專業服務人員與相關社群平台與消費者保持良好的關係品質互動,有助於瞭解運動場館於後疫情時期,對於未來Covid-19疫情尚未明朗,且未完全解除封鎖的相關產業,可作為顧客關係管理之依據。
Background: This study aimed to explore the key factors of customer relationship management in Taipei Tennis Center in the post- pandemic period. Collected past research to investigate the relationship between environmental atmosphere, relationship quality, experiential value and customer repurchase intention. Methods: The research object was the sports consumers of the Taipei Tennis Center. A total of 673 questionnaires were distributed, 623 valid questionnaires were obtained, and the recovery efficiency questionnaire was 92%. The structural equation model was used for statistical analysis. Results: The results of this study indicated that: 1. There was a significant correlation between the environmental atmosphere, relationship quality, experiential value and repurchase intention. 2. Environmental atmosphere had a positive impact on relationship quality. 3. The relationship quality had mediator effect between environmental atmosphere and repurchase intention. 4. The moderating effect of experiential value on environmental atmosphere, relationship quality and repurchase intention was not significant. Conclusions: We conclude that this study was helpful to understood how sports venues can effectively maintain a good relationship quality with consumers in the post pandemic period. How to effectively plan the environment atmosphere of the operating space or online platform, or maintain a good relationship quality interaction with consumers through professional service personnel, and relevant social platforms, and could be used as a customer relationship management for related industries where the future Covid-19 pandemic is not yet clear and the lockdown has not been completely lifted basis.
李再立 (2021)。臺北市議會第 13 屆第 6 次定期大會。臺北市政府體育局工作報告。取自https://www-ws.gov.taipei/Download.ashxu=LzAwMS9VcGxvYWQvMzQwL3JlbGZpbGUvMTAxOTkvODQ0MTExNC9hZjc1ZDk0Yy03ZGQ3LTQzZWMtODYzOC0zNThiMTQzZTlkMjkucGRm&n=6Ie65YyX5biC6K2w5pyD56ysMTPlsYbnrKw25qyh5a6a5pyf5aSn5pyD6auU6IKy5bGA5bel5L2c5aCx5ZGKLnBkZg%3d%3d&icon=.pdf
李茂能 (2006)。結構方程模式軟體Amos之簡介及其在測驗編製上之應用。臺北:心理。
吳志揚、葉公鼎、李彩雲、古育庭、馮勝賢、李孟霖 (2021)。中華職棒大聯盟 2020 年季賽現場觀眾新冠肺炎風險管理認知與觀賽現場防疫舉措知覺之研究。臺灣體育運動管理學報,21(2),147-174。 https://doi.org/10.6547/tassm.202112_21(2).0002
高俊雄 (2020)。臺灣體育運動因應全球新冠疫情之策略與產業政策。臺灣體育運動管理學報,20(2),113-132。 https://doi.org/10.6547/tassm.202012_20(2).0001
教育部體育署 (2021)。中華民國110年運動統計。結案報告書。取自https://www-sa.gov.tw/ebook/List?id=12&n=493
教育部體育署 (2021)。中華民國110年運動現況調查。結案報告書。取自https://www-isports.sa.gov.tw/apps/Download.aspx?SYS=TIS&MENU_CD=M07&ITEM_CD=T01&MENU_PRG_CD=4&ITEM_PRG_CD=2
張志銘、陳世朋、高文揚、盧廷峻、賴永僚 (2017)。運動用品店促銷方式對消費者非計畫性購買影響之研究-以商店氣氛為干擾變數。運動與遊憩研究,11(4),90-103。https://doi.org/10.29423/JSRR.201706_11(4).0007
陳林鴻、張少熙、戴琇惠 (2010)。臺北市市民運動中心關係品質與顧客滿意度之研究.,運動健康與休閒學刊,(16), 23-31。
賴政豪、鍾志強、潘偉華 (2005)。運動健身俱樂部體驗行銷與體驗價值關係之研究:以 Y 運動健身俱樂部為個案研究,大專體育學刊,7(3),101-114。
蘇維杉、顏君彰、黃政紘 (2017)。 從認知公平觀點探討服務補救對再購意願的影響:以臺北市民運動中心為例,品質學報,24(6),452-470。
Abrar, K., Zaman, S., & Satti, Z. W. (2017). Impact of online store atmosphere, customized information and customer satisfaction on online repurchase intention. Global Management Journal for Academic Corporate Studies, 7(2), 22-34.
Achrol, R. S., & Kotler, P. (1999). Marketing in the network economy. Journal of Marketing, 63(4), 146-163. https://doi.org/10.1177/00222429990634s114
Ahn, J., & Back, K. J. (2019). Cruise brand experience: Functional and wellness value creation in tourism business. International Journal of Contemporary Hospitality Management, 31(5), 2205-2223. https://doi.org/10.1108/IJCHM-06-2018-0527
Albrecht, K. (1994). Customer value: Arrogance blocks us from knowing our customers. Executive Excellence, 11(9), 14.
Amin, M., Ryu, K., Cobanoglu, C., Rezaei, S., & Wulan, M. M. (2021). Examining the effect of shopping mall attributes in predicting tourist shopping satisfaction and behavioral intentions: Variation across generation X and Y. Journal of Quality Assurance in Hospitality & Tourism, 22(1), 367–394. https://doi.org/10.1080/1528008X.2020.1818667
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423. https://doi.org/10.1037/0033-2909.103.3.411
Antwi, S. (2021). I just like this e-retailer: Understanding online consumers repurchase intention from relationship quality perspective. Journal of Retailing and Consumer Services, 61(4), 102568. https://doi.org/10.1016/j.jretconser.2021.102568
Asghar Ali, M., Ting, D. H., Salim, L., & Ahmad-Ur-Rehman, M. (2021). Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants. Cogent Business & Management, 8, 1924923. https://doi.org/10.1080/23311975.2021.1924923
Astari, W. F., & Pramudana, K. A. S. (2016). Peran experiential value dalam memediasi pengaruh experiential marketing terhadap repurchase intention. Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, 10(1), 16-30.
Bäckström, K., & Johansson, U. (2006). Creating and consuming experiences in retail store environments: Comparing retailer and consumer perspectives. Journal of Retailing and Consumer Services, 13(6) , 417-430. https://doi.org/10.1016/j.jretconser.2006.02.005
Baker, J., & Cameron, M. (1996). The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, 24(4), 338-349. https://doi.org/10.1177/0092070396244005
Baker, J., Levy, M., & Grewal, D. (1992). An experimental approach to making retail store environmental decisions. Journal of Retailing, 68(4), 445-460.
Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120-141. https://doi.org/10.1509/jmkg.66.2.120.18470
Balla, B. E., Ibrahim, S. B., & Ali, A. H. (2015). The impact of relationship quality on repurchase intention towards the customers of automotive companies in Sudan. British Journal of Marketing Studies, 3(4), 1-15.
Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406. https://doi.org/10.1016/S0022-4359(97)90024-5
Bilgili, B., Ozkul, E., & Koc, E. (2020). The influence of colour of lighting on customers’ waiting time perceptions. Total Quality Management & Business Excellence, 31(1), 1098–1111. https://doi.org/10.1080/14783363.2018.1465814
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71. https://doi.org/10.2307/1252042
Blackwell, R. D., Miniard, P. W., & Engel, J. F. (2001). Consumer behavior, 9th Eds. New Youk: Harcourt.
Blattberg, R. C. (1998). Managing the firm using lifetime-customer value. Chain Store Age, 74(1), 46-49.
Brun, I., Rajaobelina, L., & Ricard, L. (2014). Online relationship quality: Scale development and initial testing. The International Journal of Bank Marketing, 32(1), 5-27. https://doi.org/10.1108/IJBM-02-2013-0022
Buttle, F., & Coates, M. (1984). Shopping motives. The Service Industries Journal, 4(1), 71-81. https://doi.org/10.1080/02642068400000007
Calza, F., Pagliuca, M., Risitano, M., & Sorrentino, A. (2020). Testing moderating effects on the relationships among on-board cruise environment, satisfaction, perceived value and behavioral intentions. International Journal of Contemporary Hospitality Management, 32(2), 934-952. https://doi.org/10.1108/IJCHM-09-2019-0773
Chang, T. Z., & Wildt, A. R. (1994). Price, product information, and purchase intention: An empirical study. Journal of the Academy of Marketing Science, 22(1), 16-27. https://doi.org/10.1177/0092070394221002
Chen, L.-H., Chang, S.-H., & Tai, H.-H. (2010). Relationship quality and customer satisfaction of sports centers in Taipei City. Journal of Sports Health and Leisure, 16(1), 23-31. https://doi.org/10.29969/JSHL.201006.0003
Chiang, C. F. (2018). Influences of price, service convenience, and social servicescape on post-purchase process of capsule hotels. Asia Pacific Journal of Tourism Research, 23(1), 373-384. https://doi.org/10.1080/10941665.2018.1444649
Cronin, J. J., & Morris, M. H. (1989). Satisfying customer expectations: The effect on conflict and repurchase intentions in industrial marketing channels. Journal of the Academy of Marketing Science, 17(1), 41-49. https://doi.org/10.1007/BF02726352
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.1177/002224299205600304
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68-81. https://doi.org/10.2307/1251817
Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice, kepuasan and repurchase intentions following komplain handling. Journal of Complaining Behavior, 16(3). 67-80.
De Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65(4), 33-50. https://doi.org/10.1509/jmkg.65.4.33.18386
Dinulescu, C. C., Visinescu, L. L., & Prybutok, V. R. (2018). Proactive management of customer relationship quality: An empirical investigation of mobile phone companies. Journal of Decision Systems, 27(1), 187–211. https://doi.org/10.1080/12460125.2019.1582605
Dodds, W. B., & Monroe, K. B. (1985). The effect of brand and price information on subjective product evaluations. Advances in Consumer Research, 12(1). 85-90.
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307-319. https://doi.org/10.1177/002224379102800305
Dorsch, M. J., Swanson, S. R., & Kelley, S. W. (1998). The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science, 26(2), 128-142. https://doi.org/10.1177/0092070398262004
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11-27. https://doi.org/10.1177/002224298705100202
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1993). Consumer behavior (7 ed.). Orlando, Florida: The Dryden Press.
Engel, J. F., Kollat, D. T., & Roger, D. (1973). Blackwell, consumer behavior. New York.
Evans, Joel R. and Barry Berman (1995), Principles of Marketing, 3rd edition, Englewood Clifls, NJ: Prentice Hall.
Folkes, V. S. (1988). Recent attribution research in consumer behavior: A review and new directions. Journal of Consumer Research, 14(4), 548-565. https://doi.org/10.1086/209135
Foroudi, P., Cuomo, M. T., & Foroudi, M. M. (2020). Continuance interaction intention in retailing. Information Technology & People, 33(4), 1303-1326. https://doi.org/10.1108/ITP-09-2018-0421
Foroughi, B., Iranmanesh, M., Gholipour, H. F., & Hyun, S. S. (2019). Examining relationships among process quality, outcome quality, delight, satisfaction and behavioural intentions in fitness centres in Malaysia. International Journal of Sports Marketing and Sponsorship, 20(3), 374-389.
https://doi.org/10.1108/IJSMS-08-2018-0078
Foroughi, B., Mohammad Shah, K. A., Ramayah, T., & Iranmanesh, M. (2019). The effects of peripheral service quality on spectators’ emotions and behavioural intentions. International Journal of Sports Marketing and Sponsorship, 20(3), 495-515. https://doi.org/10.1108/IJSMS-08-2018-0082
Francken, D. A. (1983). Postpurchase consumer evaluations, complaint actions and repurchase behavior. Journal of Economic Psychology, 4(3), 273-290. https://doi.org/10.1016/0167-4870(83)90031-4
Fu, Y.-K., & Wang, Y.-J. (2021). Experiential value influences authentic happiness and behavioural intention: Lessons from Taiwan’s tourism accommodation sector. Tourism Review, 76(1), 289-303. https://doi.org/10.1108/TR-06-2019-0228
Fullerton, G. (2005). How commitment both enables and undermines marketing relationships. European Journal of Marketing, 39(11/12), 1372-1388. https://doi.org/10.1108/03090560510623307
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87. https://doi.org/10.1177/002224299906300205
Gavilan, D., Balderas-Cejudo, A., Fernández-Lores, S., & Martinez-Navarro, G. (2021). Innovation in online food delivery: Learnings from COVID-19. International Journal of Gastronomy and Food Science, 24(1), 100330. https://doi.org/10.1016/j.ijgfs.2021.100330
Gilal, N. G., Zhang, J., & Gilal, F. G. (2018). Linking product design to consumer behavior: The moderating role of consumption experience. Psychology Research and Behavior Management, 11(1), 169-185. https://doi.org/10.2147/PRBM.S161384
Grewal, D., Roggeveen, A. L., & Tsiros, M. (2008). The effect of compensation on repurchase intentions in service recovery. Journal of Retailing, 84(4), 424-434. https://doi.org/10.1016/j.jretai.2008.06.002
Grewal, D., Noble, S. M., Roggeveen, A. L., & Nordfalt, J. (2020). The future of in-store technology. Journal of the Academy of Marketing Science, 48(1), 96-113. https://doi.org/10.1007/s11747-019-00697-z
Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: Cross-industry differences. Total Quality Management, 11(4-6), 509-514. https://doi.org/10.1080/09544120050007823
Gummesson, E. (1987). The new marketing—developing long-term interactive relationships. Long Range Planning, 20(4), 10-20. https://doi.org/10.1016/0024-6301(87)90151-8
Gustafsson, A., & Johnson, M. D. (2002). Measuring and managing the satisfaction–loyalty–performance links at Volvo. Journal of Targeting, Measurement Analysis for Marketing, 10(3), 249-258. https://doi.org/10.1057/palgrave.jt.5740050
Han, H., Lee, K.-S., Song, H., Lee, S., & Chua, B.-L. (2020). Role of coffeehouse brand experiences (sensory/affective/intellectual/behavioral) in forming patrons’ repurchase intention. Journal of Hospitality and Tourism Insights, 3(1), 17-35. https://doi.org/10.1108/JHTI-03-2019-0044
Hart, C. W., Heskett, J. L., & Sasser Jr, W. E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148-156. PMID: 10106796.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800. https://doi.org/10.1108/03090560310495456
Hennig-Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology Marketing, 14(8), 737-764. https://doi.org/10.1002/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F
Holbrook, M. B. (1994). The nature of customer value: an axiology of services in the consumption experience. Service Quality: New Directions in Theory Practice, 21(1), 21-71. https://doi.org/10.4135/9781452229102.n2
Howard, J.A., & Sheth, J. (1969). The theory of buyer behavior. New York: John Wiley & Sons. Inc.
Hsu, C. L., Chen, M. C., & Kumar, V. (2018). How social shopping retains customers? Capturing the essence of website quality and relationship quality. Total Quality Management & Business Excellence, 29(1), 161-184. https://doi.org/10.1080/14783363.2016.1171706
Hunt, K. A., Keaveney, S. M., & Lee, M. (1995). Involvement, attributions, and consumer responses to rebates. Journal of Business Psychology. 9(3), 273-297. https://doi.org/10.1007/BF02230970
Ihtiyar, A., Barut, M., & Ihtiyar, H. G. (2019). Experiential marketing, social judgements, and customer shopping experience in emerging markets. Asia Pacific Journal of Marketing and Logistics, 31(2), 499-515. https://doi.org/10.1108/APJML-02-2018-0081
Jap, S. D., Manolis, C., & Weitz, B. A. (1999). Relationship quality and buyer-seller interactions in channels of distribution. Journal of Business Research, 46(3), 303-313. https://doi.org/10.1016/S0148-2963(98)00032-0
Japutra, A., Wang, S., & Li, T. (2021). The influence of self-congruence and relationship quality on student educational involvement. Journal of Marketing for Higher Education, 31(1), 1-18. https://doi.org/10.1080/08841241.2021.1884928
Johnson, D. (1998). Knowledge management is new competitive edge. Health Care Strategic Management, 16(7), 2-3. PMID: 10182988.
Keating, B., Rugimbana, R., & Quazi, A. (2003). Differentiating between service quality and relationship quality in cyberspace. Managing Service Quality: An International Journal, 13(3), 217-232. https://doi.org/10.1108/09604520310476481
Kim, H., Kang, S., Song, C., & Lee, M. J. (2020). How hotel smartphone applications affect guest satisfaction in applications and re-use intention? An experiential value approach. Journal of Quality Assurance in Hospitality & Tourism, 21(1), 209-233. doi:10.1080/1528008X.2019.1653242
Kim, M.-K., Park, M.-C., & Jeong, D.-H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145-159. https://doi.org/10.1016/j.telpol.2003.12.003
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
Krishna, A. (2012). An integrative review of sensory marketing: Engaging the senses to affect perception, judgment and behavior. Journal of Consumer Psychology, 22(3), 332-351. https://doi.org/10.1016/j.jcps.2011.08.003
Kuhn, S., & Mostert, P. (2018). Relationship intention and relationship quality as predictors of clothing retail customers’ loyalty. The International Review of Retail, Distribution and Consumer Research, 28(1), 206-230. https://doi.org/10.1080/09593969.2017.1380067
Kumar, N., Scheer, L. K., & Steenkamp, J.-B. E. (1995). The effects of supplier fairness on vulnerable resellers. Journal of Marketing Research, 32(1), 54-65. https://doi.org/10.1177/002224379503200107
Kunkel, J. H., & Berry, L. L. (1968). A behavioral conception of retail image. Journal of Marketing, 32(4), 21-27. https://doi.org/10.2307/1249333
Lagace, R. R., Dahlstrom, R., & Gassenheimer, J. B. (1991). The relevance of ethical salesperson behavior on relationship quality: The pharmaceutical industry. Journal of Personal Selling Sales Management, 11(4), 39-47. https://doi.org/10.1080/08853134.1991.10753888
Lam, I. K. V., & Wong, I. A. (2020). The role of relationship quality and loyalty program in tourism shopping: A multilevel investigation. Journal of Travel & Tourism Marketing, 37(1), 92-111. https://doi.org/10.1080/10548408.2020.1711848
Lao, A., Vlad, M., & Martin, A. (2021). Exploring how digital kiosk customer experience enhances shopping value, self-mental imagery and behavioral responses. International Journal of Retail & Distribution Management, 49(7), 817-845. https://doi.org/10.1108/IJRDM-09-2020-0357
Lee, S. Y. (2018). Analysis of relationship marketing factors for sports centers with mixed methods research. Asia Pacific Journal of Marketing and Logistics, 30(1), 182-197. https://doi.org/10.1108/APJML-01-2017-0004
Lee, J.-S., & Min, C.-K. (2016). Examining the quality antecedents and moderating effects of experiential value in a mega-event. Journal of Travel & Tourism Marketing, 33(3), 326-347. https://doi.org/10.1080/10548408.2015.1051642
Lee, M. A., Kunkel, T., Funk, D. C., Karg, A., & McDonald, H. (2020). Built to last: Relationship quality management for season ticket holders. European Sport Management Quarterly, 20(1), 364-384. https://doi.org/10.1080/16184742.2019.1613438
Leuthesser, L. (1997). Supplier relational behavior: An empirical assessment. Industrial Marketing Management, 26(3), 245-254. https://doi.org/10.1016/S0019-8501(96)00092-2
Lewis, R. C., & Chambers, R. E. (2000). Marketing leadership in hospitality: Fomen-ter and practices. New York: John Willey & Sons.
Lin, S. Y., & Chang, C. C. (2020). Tea for Well-Being: Restaurant Atmosphere and Repurchase Intention for Hotel Afternoon Tea Services. Sustainability, 12(3), 778-792. https://doi.org/10.3390/su12030778
Liu, P., & Tse, E. C.-Y. (2018). Exploring factors on customers’ restaurant choice: An analysis of restaurant attributes. British Food Journal, 120(10), 2289-2303. https://doi.org/10.1108/BFJ-10-2017-0561
Lo, A. (2020). Effects of customer experience in engaging in hotels’ CSR activities on brand relationship quality and behavioural intention. Journal of Travel & Tourism Marketing, 37(1), 185-199. https://doi.org/10.1080/10548408.2020.1740140
Ma, S. C.. & Kaplanidou, K. (2020). Service quality, perceived value and behavioral intentions among highly and lowly identified baseball consumers across nations. International Journal of Sports Marketing and Sponsorship, 21(1), 46-69. https://doi.org/10.1108/IJSMS-02-2019-0018
Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer Research, 20(3), 451-466. https://doi.org/10.1086/209361
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39-56. https://doi.org/10.1016/S0022-4359(00)00045-2
Mathwick, C., Malhotra, N. K., & Rigdon, E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: An Internet and catalog comparison. Journal of Retailing, 78(1), 51-60. https://doi.org/10.1016/S0022-4359(01)00066-5
Moon, H., Yoon, H. J., & Han, H. (2017). The effect of airport atmospherics on satisfaction and behavioral intentions: Testing the moderating role of perceived safety. Journal of Travel & Tourism Marketing, 34(1), 749-763. https://doi.org/10.1080/10548408.2016.1223779
Meng, J. G., & Elliott, K. M. (2008). Predictors of relationship quality for luxury restaurants. Journal of Retailin Consumer Services, 15(6), 509-515. https://doi.org/10.1016/j.jretconser.2008.02.002
Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131-142. https://doi.org/10.1509/jmkr.38.1.131.18832
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38. https://doi.org/10.1177/002224299405800302
Moslehpour, M., Dadvari, A., Nugroho, W., & Do, B. R. (2021). The dynamic stimulus of social media marketing on purchase intention of Indonesian airline products and services. Asia Pacific Journal of Marketing and Logistics, 33(2), 561-583. https://doi.org/10.1108/APJML-07-2019-0442
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992). A catastrophe model for developing service satisfaction strategies. Journal of Marketing, 56(3), 83-95. https://doi.org/10.1177/002224299205600306
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33-44. https://doi.org/10.1177/00222429990634s105
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311-336. https://doi.org/10.1016/S0022-4359(97)90021-X
Ozen, H. (2015). Online relationship quality: Does it increase repurchase intention from private shopping sites. International Journal of Academic Research in Business Social Sciences, 5(7), 300-312. https://doi.org/10.6007/IJARBSS/v5-i7/1742
Paek, B., Morse, A., Hutchinson, S., & Lim, C. H. (2021). Examining the relationship for sport motives, relationship quality, and sport consumption intention. Sport Management Review, 24(1), 322-344. https://doi.org/10.1016/j.smr.2020.04.003
Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination. International Journal of Service Industry Management, 8(5), 414-434. https://doi.org/10.1108/09564239710189835
Piancatelli, C., Massi, M., & Vocino, A. (2021). The role of atmosphere in Italian museums: Effects on brand perceptions and visitor behavioral intentions. Journal of Strategic Marketing, 29(1), 546-566. https://doi.org/10.1080/0965254X.2020.1786846
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(1), 97-105.
Polyakova, O., & Ramchandani, G. (2020). Perceived service quality among regular users of gyms in public sports centres in the UK. Managing Sport and Leisure, 26(1), 1-20. https://doi.org/10.1080/23750472.2020.1853594
Price, L. L., & Arnould, E. J. (1999). Commercial friendships: Service provider–client relationships in context. Journal of Marketing, 63(4), 38-56. https://doi.org/10.1177/002224299906300405
Reichheld, F., & Sasser, J. (1996). Zero defections: Quality come to services. Harvard Bussines Review, 68 (5), 105-111.
Robertson, T. S., & Ward, S. (1973). Consumer behavior research: Promise and prospects. Scott Ward and Thomas S. Robertson, Consumer Behavior: Theoretical Sources. Englewood Cliffs: Prentice-Hall, 3-42.
Roggeveen, A. L., Grewal, D., & Schweiger, E. B. (2020). The DAST framework for retail atmospherics: The impact of in-and out-of-store retail journey touchpoints on the customer experience. Journal of Retailing, 96(1), 128-137. https://doi.org/10.1016/j.jretai.2019.11.002
Rust, R. T., & Oliver, R. L. (Eds.). (1993). Service quality: New directions in theory and practice. Sage.
Rust, R. T., Zahorik, A. J., & Keiningham, T. L. (1995). Return on quality (ROQ): Making service quality financially accountable. Journal of Marketing, 59(2), 58-70. https://doi.org/10.1177/002224299505900205
Santouridis, I., & Veraki, A. (2017). Customer relationship management and customer satisfaction: The mediating role of relationship quality. Total Quality Management Business Excellence, 28(9-10), 1122-1133. https://doi.org/10.1080/14783363.2017.1303889
Schmitt, B. H. (2000). Experimental Marketing: How to get Customers to Sense, Feel, Think, Act and Relate to Your Company and Brands. European Management Journal, 18(6), 695.
Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L. (2005). Do satisfied customers buy more? Examining moderating influences in a retailing context. Journal of Marketing, 69(4), 26-43. https://doi.org/10.1509/jmkg.2005.69.4.26
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35. https://doi.org/10.1108/03090569310043179
Sherry, J. F. (1998). Servicescapes: The concept of place in contemporary markets: NTC Business Books.
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159-170. https://doi.org/10.1016/0148-2963(91)90050-8
Simanjuntak, M., Nur, H., Sartono, B., & Sabri, M. (2020). A general structural equation model of the emotions and repurchase intention in modern retail. Management Science Letters, 10(4), 801-814. https://doi.org/10.5267/j.msl.2019.10.017
Sirgy, M. J., Grewal, D., & Mangleburg, T. (2000). Retail environment, self-congruity, and retail patronage: An integrative model and a research agenda. Journal of Business Research, 49(2), 127-138. https://doi.org/10.1016/S0148-2963(99)00009-0
Smith, J. B. (1998). Buyer-seller relationships: Similarity, relationship management, and quality. Psychology Marketing, 15(1), 3-21. https://doi.org/10.1002/(SICI)1520-6793(199801)15:1<3::AID-MAR2>3.0.CO;2-I
Spence, C., Puccinelli, N. M., Grewal, D., & Roggeveen, A. L. (2014). Store atmospherics: A multisensory perspective. Psychology & Marketing, 31(7), 472-488. https://doi.org/10.1002/mar.20709
Spears, N., & Singh, S. N. (2004). Measuring attitude toward the brand and purchase intentions. Journal of Current Issues Research in Advertising, 26(2), 53-66. https://doi.org/10.1080/10641734.2004.10505164
Suhaily, L., & Soelasih, Y. (2018). How E-Service quality, experiential marketing, and price perception to make repurchase intention on on-line shopping. The International Journal of Business Management Technology, 2(3), 10-20.
Tran, V. D. (2020). Assessing the relationship between perceived crowding, excitement, stress, satisfaction, and impulse purchase at the retails in Vietnam. Cogent Business & Management, 7(1), 1858525. https://doi.org/10.1080/23311975.2020.1858525
Tsai, H.-T., & Huang, H.-C. (2007). Determinants of e-repurchase intentions: An integrative model of quadruple retention drivers. Information Management, 44(3), 231-239. https://doi.org/10.1016/j.im.2006.11.006
Turley, L. W., & Milliman, R. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193-211. https://doi.org/10.1016/S0148-2963(99)00010-7
Unger, L. S., & Kernan, J. B. (1983). On the meaning of leisure: An investigation of some determinants of the subjective experience. Journal of Consumer Research, 9(4), 381-392. https://doi.org/10.1086/208932
Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: Determinants and effects on shopping response. Journal of Retailing, 74(4), 515-539. https://doi.org/10.1016/S0022-4359(99)80106-7
Wei, M., Bai, C., Li, C., & Wang, H. (2020). The effect of host–guest interaction in tourist co-creation in public services: Evidence from Hangzhou. Asia Pacific Journal of Tourism Research, 25(1), 457-472. https://doi.org/10.1080/10941665.2020.1741412
Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495-513. https://doi.org/10.1108/08876040310486285
Wong, J.-Y., & Wang, C.-H. (2009). Emotional labor of the tour leaders: An exploratory study. Tourism Management, 30(2), 249-259. https://doi.org/10.1016/j.tourman.2008.06.005
Wray, B., Palmer, A., & Bejou, D. (1994). Using neural network analysis to evaluate buyer-seller relationships. European Journal of Marketing, 28(10), 32-48. https://doi.org/10.1108/03090569410075777
Wu, H.-C., Cheng, C.-C., & Ai, C.-H. (2018). A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong. Tourism Management, 66(1), 200-220. https://doi.org/10.1016/j.tourman.2017.12.011
Wu, S. T., Chiu, C. H., & Chen, Y. S. (2020). The influences of innovative technological introduction on interpretive experiences of exhibition: A discussion on the intention to use augmented reality. Asia Pacific Journal of Tourism Research, 25(1), 662–677. https://doi.org/10.1080/10941665.2020.1752754
Yalch, R. F., & Spangenberg, E. R. (2000). The effects of music in a retail setting on real and perceived shopping times. Journal of Business Research, 49(2), 139-147. https://doi.org/10.1016/S0148-2963(99)00003-X
Yi, S., Day, J., & Cai, L. A. (2014). Exploring Tourist Perceived Value: An Investigation of Asian Cruise Tourists' Travel Experience. Journal of Quality Assurance in Hospitality & Tourism, 15(1), 63-77. https://doi.org/10.1080/1528008X.2014.855530
Yi, Y., & La, S. (2004). What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychology Marketing, 21(5), 351-373. https://doi.org/10.1002/mar.20009
Yuan, Y.-H. E., & Wu, C. K. (2008). Relationships among experiential marketing, experiential value, and customer satisfaction. Journal of Hospitality and Tourism Research, 32(3), 387-410. https://doi.org/10.1177/1096348008317392
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.1177/002224299606000203
Zhang, Y., Fiore, A. M., Zhang, L., & Liu, X. (2021). Impact of website design features on experiential value and patronage intention toward online mass customization sites. Journal of Fashion Marketing and Management, 25(2), 205-223. https://doi.org/10.1108/JFMM-11-2019-0261
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE