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題名：餐廳款待表現對顧客情緒及再訪意願關係之研究
書刊名：觀光旅遊研究學刊
作者：鄧之卿 引用關係／郭子卉
作者(外文)：Teng, Chih-ching／Kuo, Tzu-hui
出版日期：2013
卷期：8:1
頁次：頁61-75
主題關鍵詞：款待行為；實體環境；娛樂；情緒；再訪意願；Hospitable behavior；Physical environment；Entertainment；Emotions；Revisit intentions
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(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:394
本研究目的乃藉由顧客的觀點，探討餐廳整體的款待表現、顧客情緒及再訪意願之關聯性。本研究針對提供餐桌服務之餐廳的顧客為研究對象，採便利抽樣的方式進行問卷調查，共回收有效問卷447份。研究使用驗證性因素分析與結構方程模式等方法驗證研究假設。研究結果顯示：（1）餐廳員工的款待行為、實體環境及娛樂等因素會顯著影響顧客情緒，同時實體環境及娛樂會顯著影響顧客的再訪意願；（2）顧客情緒在員工款待行為、實體環境與再訪意願之間扮演了顯著的中介角色。然而，餐廳娛樂並不會經由顧客的情緒而影響到再訪意願。本研究結果說明餐廳整體的款待表現，將會直接或間接影響到顧客用餐的情緒，進而對餐廳的消費意願造成衝擊。
This study aims to explore the mechanism linking restaurant hospitality performance, customer emotions, and customer revisit intentions. A questionnaire survey was conducted to collect data from restaurant consumers. Finally, 447 valid questionnaires were returned. The confirmatory factor analysis (CFA) and structural equation modeling (SEM) were adopted for hypotheses testing. The findings indicate that: (1) employee hospitable behavior, physical environment, and entertainment all significantly enhance customer emotions; and (2) emotions serves as a key mediator between employee hospitable behavior, physical environment and customer behavioral intentions. The research findings can provide restaurant managers the ways to enhance customer emotions that can eventually increase customer behavioral intentions.
期刊論文
1.Baker, J.、Grewal, D.、Levy, M.(1992)。An experimental approach to making retail store environment decisions。Journal Retail，68，445-460。  new window
2.Christiansen, T.、Comer, L.、Feinberg, R.、Rinne, H.(1996)。The effects of mall entertainment value on mall profitability。Journal of Shopping Center Research，7-22。  new window
3.Han, H.、Back, K. J.、Barrett, B.(2010)。A consumption emotion measurement development: A full-service restaurant setting。The Service Industries Journal，30(2)，299-320。  new window
4.Lashley, C.、Morrison, A.、Randall, S.(2005)。More than a service encounter? Insights into the emotions of hospitality through special meal occasion。Journal of Hospitality and Tourism Management，72(1)，80-92。  new window
5.Lugosi, P.(2008)。Hospitality spaces, hospitable moments: Consumer encounters and affective experiences in commercial settings。Journal of Foodservice，19(2)，139-149。  new window
6.Schoefer, K.、Diamantopoulos, A.(2008)。The role of emotions in translating perceptions of (in) justice into postcomplaint behavioral responses。Journal of Service Research，11(1)，91-103。  new window
7.Schoefer, K.、Diamantopoulos, A.(2008)。Measuring experienced emotions during service recovery encounters: Construction and assessment of the ESRE scale。Service Business，2(1)，65-81。  new window
8.Walter, U.、Edvardsson, B.、Öström, Å.(2010)。Drivers of customers, service experiences: A study in the restaurant industry。Managing Service Quality，20(3)，236-258。  new window
9.Wang, S.、Tsai, C. Y.、Chu, Y. C.(2010)。Tourist behavior in Hakka Cultural Parks。African Journal of Business Management，4(14)，2952-2961。  new window
10.Andersson, T. D.、Mossberg, L.(2004)。The dining experience: do restaurants satisfy customer needs?。Food Service Technology，4(4)，171-177。  new window
11.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
12.Winsted, K. F.(2000)。Service behaviors that lead to satisfied customers。European Journal of Marketing，34(3/4)，399-417。  new window
13.Ryu, Kisang、Jang, SooCheong(Shawn)(2008)。Influence of restaurant's physical environments on emotion and behavioral intention。The Service Industries Journal，28(8)，1151-1165。  new window
14.Hemmington, N.(2007)。From service to experience: Understanding and defining the hospitality business。The Service Industries Journal，27(6)，747-755。  new window
15.Jensen, Ø.、Hansen, K. V.(2007)。Consumer values among restaurant customers。International Journal of Hospitality Management，26(3)，603-622。  new window
16.Liu, Yinghua、Jang, Soo-Cheong Shawn(2009)。Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?。International Journal of Hospitality Management，28(3)，338-348。  new window
17.Pullman, Madeleine E.、Gross, Michael A.(2004)。Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors。Decision Sciences，35(3)，551-578。  new window
18.Yalch, Richard F.、Spangenberg, Eric R.(2000)。The effects of music in a retail setting on real and perceived shopping times。Journal of Business Research，49(2)，139-147。  new window
19.Kim, W. G.、Cha, Y.(2002)。Antecedents and consequences of relationship quality in hotel industry。International Journal of Hospitality Management，21(4)，321-338。  new window
20.Kim, Woo Gon、Moon, Yun Ji(2009)。Customers' cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type。International Journal of Hospitality Management，28(1)，144-156。  new window
21.Yuksel, A.(2008)。Nonverbal Service Behavior and Customer's Affective Assessment。Journal of Quality Assurance in Hospitality & Tourism，9(1)，57-77。  new window
22.Han, Jooyeon、Jang, Soo Cheong Shawn(2010)。Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants。International Journal of Hospitality Management，29(1)，2-13。  new window
23.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
24.Tsai, Wei-Chi、Huang, Yin-Mei(2002)。Mechanisms linking employee affective delivery and customer behavioral intentions。Journal of Applied Psychology，87(5)，1001-1008。  new window
25.Tsai, Wei-Chi(2001)。Determinants and consequences of employee displayed positive emotions。Journal of Management，27(4)，497-512。  new window
26.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
27.Ryu, K.、Han, Heesup、Kim, T. H.(2008)。The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions。International Journal of Hospitality Management，27(3)，459-469。  new window
28.Jang, Soo Cheong Shawn、Namkung, Young(2009)。Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants。Journal of Business Research，62(4)，451-460。  new window
29.Wakefield, Kirk L.、Blodgett, Jeffrey G.(1994)。The Importance of Servicescapes in Leisure Service Settings。Journal of Services Marketing，8(3)，66-76。  new window
30.Mattila, Anna S.、Enz, Cathy A.(2002)。The role of emotions in service encounters。Journal of Service Research，4(4)，268-277。  new window
31.Gremler, Dwayne D.、Gwinner, Kevin P.(2000)。Customer-employee rapport in service relationships。Journal of Service Research，3(1)，82-104。  new window
32.Ha, Jooyeon、Jang, Soo Cheong Shawn(2010)。Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment。International Journal of Hospitality Management，29(3)，520-529。  new window
33.Wall, Eileen A.、Berry, Leonard L.(2007)。The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality。Cornell Hospitality Quarterly，48(1)，59-69。  new window
34.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
圖書
1.經濟部統計處(2012)。商業及服務業動態調查年報。台北：經濟部統計處。  延伸查詢new window
2.李茂能(2006)。結構方程模式Amos之簡介及其在測驗編制上之應用: Graphics & Basic。臺北：心理。  延伸查詢new window
3.Pine, B. J. II、Gilmore, J. H.(1999)。The experience economy: Work is theatre and every business a state。Harvard Business School Press。  new window
4.Mehrabian, Albert、Russell, James A.(1974)。An Approach to Environmental Psychology。MIT Press。  new window
其他
1.Refrigerated Transporter(2009)。Global foodservice is focus of new report，http://refrigeratedtrans.com/food-distributors/ foodservice/global_foodservice_industry_is_focus_of_report_0629/， 2010/10/06。  new window
2.Research and Markets(2009)。Foodservice: Global Industry Guide，http://www.researchandmarkets.com/reports/312285， 2010/10/06。  new window
圖書論文
1.Hu, L. T.、Bentler, P. M.(1995)。Evaluating model fit。Structural equation modeling: Concepts, issues, and applications。Sage。  new window
 
 
 
 
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