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來源文獻資料
摘要
外文摘要
引文資料
題名:
餐飲顧客投機客訴行為的決定因素
書刊名:
運動休閒餐旅研究
作者:
顏財發
作者(外文):
Yen, Tsai-fa
出版日期:
2012
卷期:
7:2
頁次:
頁29-44
主題關鍵詞:
投機客訴行為
;
忠誠度
;
口碑
;
Opportunistic complaint behavior
;
Loyalty
;
Words of mouth
原始連結:
連回原系統網址
相關次數:
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:0
共同引用:0
點閱:176
餐飲業應屈服於有投機疑慮的顧客客訴嗎?餐飲業應如何因應?餐旅教育者應如何回應此問題?在不同因素考量下,該類問題有多種答案。本文之研究目的即為探討餐飲顧客與業者對投機客訴的看法,試圖找出餐飲顧客投機客訴之因,發展測量工具,並研擬餐飲服務因應之道。本研究依據顧客抱怨與相關理論研擬討論問題,透過焦點團體法、業者深度訪談與問卷調查法取得資料,進行後續資料解讀分析。研究發現,餐飲顧客投機客訴之原因共有財務貪婪、自恃特質與抱怨偏好等八個。最後,本文提供加強服務作業人員遴選與訓練、將顧客分級等建議供餐飲教育者與業者參考。
以文找文
Should a restaurant yield to a customer complaint that is suspected [or even known] to be opportunistic? While the answer to this question varies based upon numerous factors, the objective of this study is aimed at discussing the insights of opportunistic complaints to restaurants' customers. Trying to clarify the factors caused of opportunistic complaints, to develop the measurement and respond the questions to restaurants are the next steps. The primary questions were drawn based upon related literature review. Data was adapted from focus group, depth interview to the restaurants and questionnaire survey. And then the analysis will be done for this study. The findings show that the factors caused of opportunistic complaints include eight factors, such as the financial greed, trait of assertiveness, attitude towards complaining etc.. Finally, the selection and training to servers should be enhanced by the firms and customers could be categorized into different classes are suggested to restaurants' managers and educational institutes.
以文找文
期刊論文
1.
Bernstein, P.(1985)。Cheating--The New National Pastime?。Business,35(4),24-33。
2.
Wirtz, J.、Kum, D.(2004)。Consumer cheating on service guarantees。Journal of the Academy of Marketing Science,32(2),112-126。
3.
Yen, T. F.、Liu, H. H. J.(2009)。A study on the decision factor of tourist loyalty to an urban leisure farm: the intermediary of relationship quality。Journal of Hospitality and-Home Economics,6(2),77-103。
4.
Richins, M. L.(1987)。A multivariate analysis of responses to dissatisfaction。Journal of the Academy of Marketing Science,15,24-31。
5.
Karande, K.、Magnini, V. P.、Tam, L.(2007)。Recovery Voice and Satisfaction after Service Failure: An Experimental Investigation of Mediating and Moderating Factors。Journal of Service Research,10(2),187-203。
6.
Magnini, Vincent P.、Ford, John B.、Markowski, Edward P.、Honeycutt, Earl D. Jr.(2007)。The Service Recovery Paradox: Justifiable Theory or Smoldering Myth?。Journal of Services Marketing,21(3),213-225。
7.
Shoemaker, Stowe、Lewis, Robert C.(1999)。Customer Loyalty: The Future of Hospitality Marketing。International Journal of Hospitality Management,18(4),345-370。
8.
Christy, Richard、Oliver, Gordon、Penn, Joe(1996)。Relationship Marketing in Consumer Markets。Journal of Marketing Management,12(1-3),175-187。
9.
Bendapudi, N.、Berry, L. L.(1997)。Customers' motivations for maintaining relationships with service providers。Journal of Retailing,73(1),15-37。
10.
De Wulf, Kristof、Odekerken-Schröder, Gaby J.、Iacobucci, Dawn(2001)。Investments in consumer relationships: A cross-country and cross-industry exploration。Journal of Marketing,65(4),33-50。
11.
Bolfing, Claire P.(1989)。How do consumers express dissatisfaction and what can service marketers do about it?。Journal of Services Marketing,3(2),5-23。
12.
de Matos, Celso Augusto、Henrique, Jorge Luiz、Rossi, Carlos Alberto Vargas(2007)。Service Recovery Paradox: A Meta-Analysis。Journal of Service Research,10(1),60-77。
13.
Baker, M. A.、Magnini, V. P.、Perdue, R. R.(2011)。Opportunistic customer complaining: Causes, consequences, and managerial alternatives。International Journal of Hospitality Management,31,295-303。
14.
Bearden, W. O.、Mason, J. B.(1984)。An investigation of influences on consumer complaint reports。Advances in Consumer Research,11(3),490-495。
15.
Berry, L.、Seiders, K.(2008)。Serving unfair customers。Business Horizons,51,29-37。
16.
Ellis, G. J.、Lee, G. R.、Petersen, L. R.(1978)。Supervision and conformity: a cross-cultural analysis of parental socialization values。The American Journal of Sociology,84,386-403。
17.
Kim, C.、Kim, S.、Im, S.、Shin, C.(2003)。The effect of attitude and perception on consumer complaint intention。Journal of Consumer Marketing,20(4),352-371。
18.
Mazar, N.、Amir, O.、Ariely, D.(2008)。The dishonesty of honest people: the theory of self-concept maintenance。Journal on Marketing Research,45(6),633-644。
19.
Orsingher, C.、Valentini, S.、de Angelis, M.(2010)。Ameta-analysis of satisfaction with complaint handling in services。Journal of the Academy of Marketing Science,38(2),169-186。
20.
Ping, R.(1993)。The effect of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect。Journal of Retailing,69(3),320-352。
21.
Rensik, A.、Harmon, R.(1983)。Consumer complaints and managerial response: a holistic approach。Journal of Marketing,47,86-97。
22.
Reynolds, K. L.、Harris, L. C.(2005)。When service failure is not service failure: an exploration of the forms and motives of opportunistic customer complaining。Journal of Services Marketing,19(5),321-335。
23.
Wirtz, J.、McColl-Kennedy, J.(2010)。Opportunistic customer claiming during service recovery。Journal of the Academy of Marketing Science,38(5),654-675。
會議論文
1.
Salamon, S.、Robinson, S.(2002)。Does trust climate deter workplace deviance? An organizational level analysis。The Annual Meeting of the Academy of Management。Denver, CO。
圖書
1.
方世榮、江季芸(2003)。服務行銷:人員、科技及策略。台北:華泰文化事業股份有限公司。
延伸查詢
圖書論文
1.
Adams, John Stacey(1965)。Inequity in social exchange。Advances in experimental social psychology。Academic Press。
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