The Impact of Servicescape on Customer Satisfaction and Revisit Intention_

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題名：	The Impact of Servicescape on Customer Satisfaction and Revisit Intention
書刊名：	餐旅暨觀光
作者：	莊閔越／鮑骐骐／湯雅云
作者(外文)：	Chuang, Min-yueh／Bao, Chi-chi／Tang, Ya-yun
出版日期：	2014
卷期：	11:4
頁次：	頁273-288
主題關鍵詞：	服務場景；顧客滿意；重遊意願；觀光工廠；Servicescape；Customer satisfaction；Revisit intention；Tourism factory
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:126

本研究主要探討服務場景對顧客滿意，以及重遊意願之間的影響。以參訪國內重新設計服務場景，由傳統製造工廠成功轉型為觀光工廠之遊客為對象。以結構方程模型（SEM）進行統計分析。結果顯示，服務環場景影響顧客滿意和重遊意願。此外，顧客滿意在服務場景和重遊意願之間扮演中介角色。

以文找文

The aim of this study is to explore the relationships among servicescape, customer satisfaction, and revisit intention, taking the visitors who visit current tourism factories which have redesigned servicescape and successfully transformed from a traditional manufacturing factory as the subjects. In order to empirically verify the hypotheses, structural equation modeling (SEM) is applied to analyze the data. The results indicate that servicescape positively affects customer satisfaction and revisit intention. In addition, customer satisfaction plays a mediating role between servicescape and revisit intention, which means that the servicescape enhances customer satisfaction, and thus improves the revisit intention.

以文找文

期刊論文
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會議論文
1.	Tsai, C. H.、Peng, Y. J.、Wu, H. H.(2012)。Evaluating service process satisfaction of a tourism factory - Using Brands' Health Museum as an example。The 2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining。
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圖書
1.	Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。
2.	Kotler, Philip(2003)。Marketing management。Prentice-Hall, Inc.。

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