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題名：澎湖水族館的展館氣氛與其遊客滿意度之影響：體驗價值、消費者情緒之中介效果
書刊名：管理實務與理論研究
作者：陳甦彰 引用關係／歐佩芬
作者(外文)：Chen, Su-chang／Ou, Pe-fen
出版日期：2010
卷期：4:4
頁次：頁50-64
主題關鍵詞：澎湖水族館；展館氣氛；體驗價值；消費者情緒；顧客滿意度；Penghu aquarium；Store atmosphere；Experiential value；Consumer emotion；Customer satisfaction
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(2) 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:2
  • 共同引用共同引用:23
  • 點閱點閱:78
本研究旨在探討澎湖水族館的遊客對於館內的氣氛、體驗價值、消費者情緒與顧客滿意度之關係。爲達研究目的，本研究採用問卷調查法，於澎湖水族館出口處發出400份問卷，回收有效問卷331份，有效回收率爲82.8%。研究結果發現澎湖水族館的展館氣氛對顧客滿意度不具影響；展館氣氛對體驗價值具正向影響；展館氣氛對消費者情緒具正向影響；展館氣氛會透過體驗價值中介作用而正向影響顧客滿意度；展館氣氛會藉由消費者情緒中介作用而正向影響顧客滿意度。
This paper studies the relationship among store atmosphere, experiential value, consumer emotions and customer satisfaction displayed by tourists in Penghu aquarium. Through the 400 samples were picked out to fill out the questionnaire, 331valid copied were collected. The valid rate is 82.8%. After SEM analysis, we got the following generalization: First of all, the store atmosphere has few effects on customer satisfaction. Secondly, store atmosphere has positive influence on experiential value. Third, store atmosphere has positive influence on consumer emotion. Forth, experiential value has positive influence on customer satisfaction. Fifth, consumer emotion has positive influence on customer satisfaction. Sixth, the experiential value is a mediated factor between store atmosphere and customer satisfaction. The last, the consumer emotion is a mediated factor between store atmosphere and customer satisfaction.
期刊論文
1.張良漢(20080900)。建構登山健行者休閒利益與休閒滿意之關係：休閒內在動機、休閒體驗所扮演的角色。大專體育學刊，10(3)，27-40。new window  延伸查詢new window
2.Forgas, J. P.(1995)。Mood & judgment: The affect infusion model (AIM)。Psychological Bulletin，117(1)，39-66。  new window
3.Eroglu, S. A.、Harrell, G. D.(1986)。Retail Crowding: Theoretical and Strategic Implications。Journal of Retailing，62(4)，346-363。  new window
4.Giese, J. L.、Cote, J. A.(2000)。Defining consumer satisfaction。Journal of Academy of Marketing Science Review，2000(1)，1-24。  new window
5.Bagozzi, Richard P.、Gopinath, Mahesh、Nyer, Prashanth U.(1999)。The role of emotions in marketing。Journal of the Academy of Marketing Science，27(2)，184-206。  new window
6.Mathwick, Charla、Malhotra, Naresh K.、Rigdon, Edward(2001)。Experiential value: Conceptualization, measurement and application in the catalog and internet shopping environment。Journal of Retailing，77(1)，39-56。  new window
7.Spreng, Richard A.、Mackenzie, Scott B.、Olshavsky, Richard W.(1996)。A Reexamination of the Determinants of Consumer Satisfaction。Journal of Marketing，60(3)，15-32。  new window
8.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
9.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
10.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing，9(4)，5-17。  new window
11.Mano, Haim、Oliver, Richard L.(1993)。Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction。Journal of Consumer Research，20(3)，451-466。  new window
12.Donovan, Robert J.、Rossiter, John R.(1982)。Store atmosphere: An environmental psychology approach。Journal of Retailing，58(1)，34-57。  new window
13.Kotler, Philip(1973)。Atmospherics as a marketing tool。Journal of Retailing，49(4)，48-64。  new window
14.蔡萬生(1998)。臺灣的科學博物館－澎湖水族館。科學月刊，29(7)，557-562。  延伸查詢new window
15.Kunkel, K.、Berry, M.(1968)。A behavioral conception of retailing image。Journal of Marketing，80，95-112。  new window
學位論文
1.吳月鳳(2003)。商店氣氛對消費者情緒與購買行為之影響研究--以高速公路服務區為例(碩士論文)。國立高雄第一科技大學。  延伸查詢new window
2.闕山晴(2002)。顧客滿意度與忠誠度之研究--以西式速食業為例(碩士論文)。國立臺灣科技大學，台北。  延伸查詢new window
3.袁薏樺(2003)。體驗行銷、體驗價值與顧客滿意關係之研究(碩士論文)。國立臺北科技大學。  延伸查詢new window
4.楊曉樺(2008)。遊客翻澎湖水族館服務品質滿意度之研究。國立澎湖科技大學，澎湖。  延伸查詢new window
圖書
1.Fiske, T. M.、Taylor, S. E.(1984)。Social cognition。California：Addison Wesley Publishing Company。  new window
2.Izard, C. E.(1997)。Human emotions。New York：Plenum。  new window
3.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。  new window
4.Prahalad, C. K.、Ramaswamy, V.(2004)。The Future of Competition: Co-Creating Unique Value with Customers。Boston, Massachusetts：Harvard Business School Press。  new window
5.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
圖書論文
1.Holbrook, M. B.(1999)。Introduction to consumer value。Consumer Value: A Framework for Analysis and Research。New York, NY：London：Prentice Hall：Routledge。  new window
2.Baker, J.(1986)。The Role of the Environment in Marketing Services: The Consumer Perspective。The Services Challenge: Integrating for Competitive Advantage。American Marketing Association。  new window
3.Holbrook, Morris B.(1994)。The nature of customer value: An axiology of services in the consumption experience。Service quality: New directions in theory and practice。Sage Publications。  new window
 
 
 
 
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