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題名：餐旅業殷勤款待之內涵--外籍消費者之觀點
書刊名：運動休閒餐旅研究
作者：鄧之卿 引用關係／蕭佩旻
作者(外文)：Teng, Chih-ching／Hsiao, Pei-min
出版日期：2012
卷期：7:1
頁次：頁80-99
主題關鍵詞：殷勤款待；消費者；顧客經驗；餐旅業；Hospitality；Consumer；Customer experience；Hospitality industry
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(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:28
  • 點閱點閱:49
本研究藉由探討外籍消費者在台灣餐廳用餐及旅館住宿經驗的感受、想法與反應，以深入瞭解餐旅業殷勤款待的核心要素。本研究採用質性的研究方法，實證資料來自於半結構式的深度訪談，採滾雪球抽樣法選取25位在台灣就讀研究所的國際學生。研究結果萃取出餐旅業殷勤款待的三個核心要素，包括：一、儒家精神的人際關係：强調建立如家人的熟悉感、展現善意與人情味、及和諧的人際互動；二、文化開放性：指服務提供者展現跨文化溝通技巧與對異文化開放的態度；三、情境因子：包含餐旅業者營造舒適的環境空間、呈現自然真實性、增進親密感的服務型態、及因應顧客消費動機。再者，研究結果提出殷勤款待模式的建議及策略，包括「如朋友般的寒暄」、「學習並尊重多元文化」及「地方特色為吸引力」，用以提高顧客的認知價值和殷勤款待的體驗，並增進餐旅組織的績效。
This study aims to investigate international consumer perceptions and emotions regarding their restaurant dining and accommodation experiences in Taiwan, in order to obtain deeper insights into the core elements of commercial hospitality. This study adopted a qualitative approach based on semi-structured interviews with a total of 25 international graduate students. The data analysis specified three core elements, including: (1) interpersonal relationships with Confucian spirit; (2) openness to other cultures; and (3) contextual factors. This study identified a Taiwanese commercial hospitality model which demonstrated the interrelationships among various core elements based on the interviews. Additionally, the results present three commercial hospitality, including: (1) treat like a friend, concern like relatives; (2) respect foreigners, adhere to formalities; and (3) base on local traditional culture, create the charm of Taiwanese hospitality, in order to increase customer perceived value of hospitality experience and improve organizational performance.
期刊論文
1.Kim, W.、C. Ok(2010)。Customer orientation of service employees and rapport: influences on service-outcome variables in full-service restaurants。Journal of Hospitality and Tourism Research，34(1)，34-55。  new window
2.Winsted, K. F.(2000)。Service behaviors that lead to satisfied customers。European Journal of Marketing，34(3/4)，399-417。  new window
3.Hemmington, N.(2007)。From service to experience: Understanding and defining the hospitality business。The Service Industries Journal，27(6)，747-755。  new window
4.Jensen, Ø.、Hansen, K. V.(2007)。Consumer values among restaurant customers。International Journal of Hospitality Management，26(3)，603-622。  new window
5.McKercher, B.、So-Ming, B. C.(2001)。Cultural distance and participation in cultural tourism。Pacific Tourism Review，5(1)，23-32。  new window
6.Blue, G. M.、Harun, M.(2003)。Hospitality language as a professional skill。English for Specific Purposes，22(1)，73-91。  new window
7.Choi, T.、Chu, R. K. S.(2000)。Levels of Satisfaction among Asian and Western Travelers。The International Journal of Quality and Reliability Management，17(2)，116-131。  new window
8.Kriegl, U.(2000)。International hospitality management: identifying important skills and effective training。Cornell Hotel and Restaurant Administration Quarterly，41(2)，64-71。  new window
9.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。  new window
10.Hennig-Thuran, T.(2004)。Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention。International Journal of Service Industry Management，15(5)，460-478。  new window
11.Rover, A.、Brookes, M.(1999)。Theory and reality of interdisciplinary research。International Journal of Contemporary Hospitality Management，11(4)，174-179。  new window
12.Marlowe, H. A.(1986)。Social intelligence: Evidence for multidimensionality and construct independence。Journal of Educational Psychology，78(1)，52-58。  new window
13.Mattila, A. S.(1999)。The role of culture in the service evaluation process。Journal of Service Research，1(3)，250-261。  new window
14.Hwang, Kwang-Kuo(2000)。Chinese Relationalism: Theoretical Construction and Methodological Considerations。Journal for the Theory of Social Behaviour，30(2)，155-178。  new window
15.Teng, Chih-Ching(2011)。Commercial hospitality in restaurants and tourist accommodation: Perspectives from international consumer experience in Scotland。International Journal of Hospitality Management，30(4)，866-874。  new window
16.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing，54(3)，68-81。  new window
17.傅士珍(20060100)。德希達與「悅納異已」。中外文學，34(8)=404，87-106。new window  延伸查詢new window
18.王叢桂、羅國英(20070200)。華人管理者與情緒智能講師對情緒智能之認知差異。本土心理學研究，27，231-297。new window  延伸查詢new window
19.Gremler, Dwayne D.、Gwinner, Kevin P.(2000)。Customer-employee rapport in service relationships。Journal of Service Research，3(1)，82-104。  new window
20.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
21.Brotherton, B.(1999)。Towards a definitive view of the nature of hospitality and hospitality management。International Journal of Contemporary Hospitality Management，11(4)，165-173。  new window
22.Brotherton, B.(2005)。The nature of hospitality: Customer perceptions and implications。Tourism and Hospitality Planning and Development，2(3)，139-153。  new window
23.O'Gorman, K. D.(2009)。Origins of the commercial hospitality industry: From the fanciful to factual。International Journal of Contemporary Hospitality Management，21(1)，777-790。  new window
24.O'Gorman, K. D.、Baxter, I.、Scott, B.(2007)。Exploring Pompeii: Discovering hospitality through research synergy。Tourism and Hospitality Research，7(2)，89-99。  new window
25.Reisinger, Y.、Turner, L.(1998)。Cultural differences between Mandarin-speaking tourists and Australian hosts and their impact on cross-cultural tourist-host interaction。Journal of Business Research，42，175-187。  new window
26.Geddie, M. W.、DeFranco, A. L.(2005)。A comparison of relationship marketing and Guanxi: its implications for the hospitality industry。International Journal of Contemporary Hospitality Management，17(7)，614-632。  new window
27.Hartman, K. B.、Meyer, T.、Scribner, L. L.(2009)。Retail and Service Encounters: The Inter-Cultuxal Tourist Experience。Journal of Hospitality Marketing & Management，18(2)，197-215。  new window
28.King, C.(1995)。What is hospitality?。International Journal of Hospitality Management，14(3/4)，219-234。  new window
29.Kong, M.、Jogaratnam, G.(2007)。The influence of culture on perceptions of service employee behavior。Managing Service Quality，17(3)，275-297。  new window
30.Lashley, C.(2007)。Discovering hospitality: Observatioiis from recent research。International Journal of Culture, Tourism and Hospitality Research，1(3)，214-226。  new window
31.Lastdey, C.(2008)。Studying hospitality: Insight from social sciences。Scandinavian Journal of Hospitality and Tourism，8(1)，69-84。  new window
32.Lashley, C.、Morrison, A.、Randall, S.(2005)。More than a service encounter? Insights into the emotions of hospitality through special meal occasions。Journal to Hospitality and Tourism Management，12(1)，80-92。  new window
33.Ottenbacher, M.、Harrington, R.、Parsa, H. G.(2009)。Defining the hospitality discipline: A discussion of pedagogical and research implications。Journal of Hospitality and Tourism Research，33(3)，263-283。  new window
34.Taylor, B.、McArthur, L.(2009)。Cross-cultural knowledge, attitudes and experiences of hospitality management students。Journal of Tourism Education，21(4)，6-14。  new window
35.Winsted, K. F.(1999)。Service encounters expectations: A cross-cultural analysis。Journal of Transnational Management Development，2(4)，5-32。  new window
圖書
1.Goeldner, Charles R.、Ritchie, J. R.(2009)。Tourism: Principles, Practices, Philosophies。John Wiley and Sons。  new window
2.Hofstede, G. H.(1991)。Culture and organizations: Software of the mind。New York, NY：McGraw-Hill。  new window
3.Holbrook, Morris B.(1999)。Consumer Value: A Framework for Analysis and Research。Routledge。  new window
4.潘淑滿(2003)。質性研究：理論與應用。臺北市：心理出版社股份有限公司。  延伸查詢new window
5.Ferraro, G.(2006)。The Cultural Dimension of lntercultural Business。Englewood Cliffs, NJ。  new window
6.Thomas, D. C.(2008)。Cross-cultural management。Thousand Oaks, CA。  new window
7.Brotherton, B.、Wood, R. C.(2000)。Hospitality and hospitality management。search of hospitality: Theoretical perspectives and debates。Oxford。  new window
8.Lashley, C.(2000)。Towards a theoretical understanding。search of hospitality: Theoretical perspectives and debates。Oxford。  new window
9.Pfeifer, Y.(1983)。Small business management。the management of hospitality。Oxford。  new window
10.Ritzer, G.(2007)。Inhospitable hospitality?。Hospitality: A social lens。Oxford。  new window
11.Telfer, E.(2000)。The philosophy of hospitableness。search of hospitality: Theoretical perspectives and debates。Oxford。  new window
12.Tideman, M. C.(1983)。External influences on the hospitality industry。the management of hospitality。Oxford。  new window
13.Lockwood, A.、Jones, P.(2000)。Managing hospitality operations。search of hospitality: Theoretical perspectives and debates。Oxford。  new window
其他
1.WTTC(2009)。Travel and tourism economic impact，http://www.wttc.org/bin/pdf/original_pdf_file/exec_summary_2009.pdf， 20091229。  new window
圖書論文
1.Fields, K.(2002)。Demand for the gastronomy tourism products: motivational factors。Tourism and Gastronomy。London：Routledge。  new window
2.Wagner, Janet(1999)。Aesthetic value: beauty in art and fashion。Consumer Value: A Framework for Analysis and Research。Routledge。  new window
 
 
 
 
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