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題名：GPT服務品質構面與量表之建立：整合旅遊仲介與消費觀點
書刊名：休閒與遊憩研究
作者：曹勝雄 引用關係／李淑如 引用關係
作者(外文)：Tsaur, Sheng-Hshiung／Lee, Shu-Ju
出版日期：2007
卷期：1:1
頁次：頁15-40
主題關鍵詞：團體套裝旅遊；服務品質量表；信度；效度；GPT；Service quality scale；Reliability；Validity
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(5) 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:5
  • 共同引用共同引用:0
  • 點閱點閱:21
團體套裝旅遊(group package tour, GPT)是一種組合式的產品，其獨特性在於產品是由旅行社設計安排，而多數服務卻是由旅行社的供應商（航空合司、飯店、餐廳等）來直接提供服務。旅行社必須對CPT產品的消費顧客，提供服務品質的承諾，然而在服務傳遞的過程中，有許多影響服務品質的因素卻是旅行社無法掌控的。過去已有許多研究針對單一觀光產業，例如航空公司、餐廳、飯店業與旅行社之服務品質構面進行研究，但是GPT是一種旅遊產品而非企業體，加上產品內容涉及多種供應商及旅行社本身，因此對其服務品質之評量即與過去之研究大異其趣。對於CPT服務品質之評量，實有必要從旅行社安排行程的觀點切入，整合供應商所提供之服務要素以進行評估。本研究目的即在提出GPT服務品質量表之發展程序，歸納出適合衡量GPT群服務品質的構面要素，同時驗證量表之信、效度，以提供GPT服務品質之有效衡量工具。
Group package tour (GPT) is a kind of composite product. The unique feature is the product designed by travel agents, but the main services provided by travel suppliers like airlines, hotels and restaurants. Travel agents have to make promises of service quality for GPT customers. However, many influential factors of service quality are beyond the control of travel agents. Many past researches have focused on the service quality assessment of tourism related industry, such as airlines, hospitality and travel agents. GPT is one kind of travel product, but not the corporation itself, therefore, the dimensions and contents of service quality assessment of GPT is quite different from the past researches. The purpose of this study is to provide a development procedure and scales for the assessment of GPT service quality. Concluding the appropriate dimensions and items, and validate the reliability/validity of the scale to develop an effective measurement tool.
期刊論文
1.Saleh, F.、Ryan, C.(1991)。Analysing service quality in the hospitality industry using the SERVQUAL model。The Service Industries Journal，11(3)，324-345。  new window
2.Khan, M.(2003)。EC0SERV Ecotourists' Quality Expectations。Journal of Tourism Research，30(1)，109-124。  new window
3.Bigné, J. E.、Martínez, C.、Miquel, M. J.、Andreu, L.(2003)。SERVQUAL Reliability and Validity in Travel Agencies。Annals of Tourism Research，30(1)，258-262。  new window
4.Lee, Yun Lok、Hing, Nerilee(1995)。Measuring quality in restaurant operations: an application of the SERVQUAL instrument。International Journal of Hospitality Management，14(3/4)，293-310。  new window
5.Lam, T.、Zhang, H. Q.(1999)。Service Quality of Travel Agents: the Case of Travel Agents in Hong Kong。Tourism Management，20(3)，341-349。  new window
6.Yamamoto, D.、Gill, A.(1999)。The implementation of total quality management in tourism: Some guidelines。Tourism Management，15(6)，110-115。  new window
7.Ekinci, Y.、Riley, M.(2001)。Validating quality dimensions。Annals of Tourism Research，28(1)，202-223。  new window
8.Ekinci, Y.(2001)。The validation of the generic service quality dimensions: An alternative approach。Journal of Retailing and Consumer Service，8(6)，311-324。  new window
9.Frochot, I.、Hughes, H.(2000)。HISTOQUAL: The development of a historic house assessment scale。Tourism Management，21(2)，157-167。  new window
10.Geva, A.、Goldman, A.(1991)。Satisfaction measurement in guide tours。Annals of Tourism Research，18(2)，177-185。  new window
11.Ryan, C.、Cliff, A.(1996)。Users and non-users on the expectation item of the SERVQUAL scale。Anua/s of Tourism Research，23(4)，931-934。  new window
12.Vogt, C. A.、Fesenmaier, D. R.(1995)。Tourists and retailers' perceptions of service。Annals of Tourism Research，22(4)，763-780。  new window
13.Sureshchandar, G. S.、Rajendran, C.、Kamalanabhan, T. J.(2001)。Customer Perceptions of Service Quality: A Critique。Total Quality Management，12(1)，111-124。  new window
14.Getty, J. M.、Getty, R. L.(2003)。Lodging Quality Index (LQI): Assessing hotel guests' perceptions of quality delivery。International Journal of Contemporary Hospitality Management，15(2)，94-104。  new window
15.Hartline, M. D .、Ferrell, O. C.(1996)。The management of customer-contact employees: an empirical investigation。Journal of Marketing，60(4)，52-70。  new window
16.Wang, Kuo-Ching、Hsieh, An-Tien、Huan, Tzung-Cheng(2000)。Critical service features in group package tour: An exploratory research。Tourism Management，21(2)，177-189。  new window
17.Getty, J. M.、Thompson, K. N.(1994)。A procedure for scaling perceptions of lodging quality。Hospitality Research Journal，18(2)，75-96。  new window
18.Knutson, B.、Stevens, P.、Wullaert, C.、Patton, M.、Yokoyama, F.(1991)。LODGSERV: A service quality index for the lodging industry。Hospitality Research Journal，14(3)，277-284。  new window
19.Gould-Williams, Julian(1999)。The impact of employee performance cues on guest loyalty, perceived value and service quality。The Service Industries Journal，19(3)，97-118。  new window
20.Brown, T. J.、Churchill, G. A. Jr.、Peter, J. P.(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。  new window
21.Bentler, P. M.、Bonett, D. G.(1980)。Significance test and goodness of fit in the analysis of covariance structures。Psychological Bulletin，88(3)，588-606。  new window
22.Steiger, James H.(1990)。Structural Model Evaluation and Modification: An Interval Estimation Approach。Multivariate Behavioral Research，25(2)，173-180。  new window
23.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
24.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。  new window
25.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
26.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。  new window
27.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
28.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review，50(5)，41-52。  new window
29.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
30.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
31.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
32.Morgan, Damian、Dean, Alison、Tan, Tang Eng(2002)。Service Quality and Customers' Willingness to Pay More for Travel Services。Journal of Travel & Tourism Marketing，12(2/3)，95-110。  new window
33.Cook, C.、Thompson, B.(2000)。Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality。Journal of Academic Librarianship，26(4)，248-258。  new window
34.Medina-Muñoz, Diego R.、Garcı́a-Falcón, Juan M.、Medina-Muñoz, Rita D.(2003)。Understanding European tour operators' control on accommodation companies: An empirical evidence。Tourism Management，24(2)，135-147。  new window
35.Ekinci, Y.、Riley, M.(1998)。A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry: time to move the goal posts。Hospitality Management，17(4)，349-362。  new window
學位論文
1.林毓珊(2003)。團體旅遊顧客意見卡建構之研究(碩士論文)。中國文化大學。  延伸查詢new window
2.吳世英(2002)。空服員、領隊與團體旅遊旅客對機上服務認知因素之研究(碩士論文)。中國文化大學。  延伸查詢new window
3.郭承儒(2002)。團體旅遊中顧客評估領隊對服務品質影響研究(碩士論文)。中國文化大學。  延伸查詢new window
圖書
1.交通部觀光局(1993)。旅行業品質評鑑及獎勵制度之研究。台北：國立政治大學公共行政及企業管理中心。  延伸查詢new window
2.Morrison, Alastaiar M.(1989)。Hospitality and travel marketing。Albany, New York：Delmar Publishers Inc。  new window
3.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。  new window
4.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
其他
1.Tourism Bureau(2005)。九十三年國人旅遊狀況調查，http://202.39.225_136/statistics/File/200412/93國人中摘.htm。  延伸查詢new window
 
 
 
 
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