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題名：服務對象對於涉入、滿意度與忠誠度之間關係的影響
書刊名：商業現代化學刊
作者：黃峰蕙 引用關係／洪瓈珍／陳秋蓉
作者(外文)：Huarng, Feng-hueih／Hung, Li-chen／Chen, Chiou-rung
出版日期：2011
卷期：6:1
頁次：頁125-147
主題關鍵詞：服務特性；涉入；滿意度；忠誠度；Service characteristics；Involvement；Satisfaction；Loyalty
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:502
  • 點閱點閱:40
本研究主要探討服務涉入在滿意度與忠誠度之間的角色扮演是否受到服務對象的影響。針對服務接受者的服務特性來選擇四個服務產業，分別為美髮店、餐廳、機車維修行、寵物美容店，以一般消費者作為研究對象，有效問卷為618份。採用結構方程模式測試變數之間結構關係。研究結果發現，服務直接接受者的服務特性不會影響涉入構面，而服務直接接受者可能影響服務涉入在滿意度與忠誠皮之間所扮演角色之不同。當服務對象為顧客本身時，美髪服務涉入在滿意度與忠誠度間扮演完全中介角色；餐廳的服務涉入在滿意度與忠誠度間扮演部分中介角色。當服務對象為顧客物品時，機車維修服務涉入在滿意度與忠誠度間扮演完全中介角色；寵物美容服務涉入在滿意度與忠誠度間扮演無中介角色。
This study aims to investigate the effects of service receiver on the role of service involvement between satisfaction and loyalty. Based on the service characteristics of direct recipient, four service industries were selected. Data was collected from 618 consumers of four types of service, and confirmatory factor analysis (CFA) with Amos 7.0 was carried out to ensure good measurement constructs. Structural equation pattern (SEM) tests the mediate and moderate effect of involvement. The results showed that the direct recipient of the service doesn't affect involvement construct, but the characteristic of service receiver lead to different roles of service involvement between satisfaction and loyalty. For hair-cut, involvement plays as a full mediator between satisfaction and loyalty. For restaurant, involvement proved to be a partial mediator. For motorcycle repair, involvement plays as a full mediator. For pet care, satisfaction direct affects loyalty, involvement does not cause loyalty.
期刊論文
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31.Babin, Barry J.、Lee, Yong-Ki、Kim, Eun-Ju、Griffin, Mitch(2005)。Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea。Journal of Services Marketing，19(3)，133-139。  new window
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34.Mittal, Vikas、Kamakura, Wagner A.(2001)。Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics。Journal of Marketing Research，38(1)，131-142。  new window
35.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
36.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
37.Olsen, Svein Ottar(2007)。Repurchase Loyalty: The Role of Involvement and Satisfaction。Psychology and Marketing，24(4)，315-341。  new window
38.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
39.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。  new window
40.彭台光、高月慈、林鉦棽(20060200)。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23(1)，77-98。new window  延伸查詢new window
41.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
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會議論文
1.許嘉修、黃峰蕙(2008)。便利服務涉入在滿意度與忠誠度之間所扮演的角色。臺南，臺灣。  延伸查詢new window
研究報告
1.Yi, Y.(1989)。A critical review of consumer satisfaction。University of Michigan, School of Business Administration, Division of Research。  new window
學位論文
1.李孟陵(2003)。消費者滿意度、涉入程度對其忠誠度影響之研究--以台北市咖啡連鎖店為例(碩士論文)。國立交通大學。  延伸查詢new window
圖書
1.Gremler, D. D.、Brown, S. W.(1996)。Service Loyalty: its nature, importance, and implication。University of Idaho, USA：Arizona State University, USA。  new window
2.Hatcher, L.(1994)。A step-by-step approach to use the SAS system for factor analysis and structural equation modeling。SAS Institute。  new window
3.Zeithaml, V. A.、Bitner, M. J.、Gremler, D. D.(2006)。Service Marketing: Intergrating customer focus across the firm。McGraw-Hill。  new window
4.Engel, J. F.、Kollat, D. T.、Blackwell, R. D.(1982)。Consumer Behavior。N.Y：Chicago：Holt, Rinehart Winston：Dryden Press：Dryden Press。  new window
5.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。  new window
6.Kline, Rex B.(2005)。Principles and practice of structural equation modeling。New York, NY：Guilford Press。  new window
7.Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。  new window
8.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
圖書論文
1.Lastovicka, John L.、Gardner, David M.(1979)。Components of Involvement。Attitude Research Plays for High Stakes。Chicago：American Marketing Association。  new window
 
 
 
 
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