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題名:餐飲業服務品質、顧客滿意度及品牌忠誠度之研究
書刊名:華人經濟研究
作者:林筠華
作者(外文):Lin, Yun-hua
出版日期:2020
卷期:18:1
頁次:頁37-55
主題關鍵詞:服務品質顧客滿意度品牌忠誠度餐飲業Service qualityConsumer satisfactionBrand loyaltyRestaurant industry
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(2) 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:2
  • 共同引用共同引用:0
  • 點閱點閱:4
期刊論文
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2.Sulek, J. M.、Hensley, R. L.(2004)。The relative importance of food, atmosphere, and fairness of wait。Cornell Hotel and Restaurant Administration Quarterly,45(3),235-247。  new window
3.Beristain, Juan J.、Zorrilla, P.(2011)。The relationship between store image and store brand equity: A conceptual framework and evidence from hypermarkets。Journal of Retailing and Consumer Services,18(6),562-574。  new window
4.Ryu, K.、Han, H.(2010)。Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price。Journal of Hospitality and Tourism Research,34(3),310-329。  new window
5.Kayaman, Ruchan、Arasli, Huseyin(2007)。Customer based brand equity: evidence from the hotel industry。Managing Service Quality,17(1),92-109。  new window
6.Callarisa, L.、García, J. S.、Cardiff, J.、Roshchina, A.(2012)。Harnessing social media platforms to measure customer-based hotel brand equity。Tourism Management Perspectives,4,73-79。  new window
7.Jacoby, Jacob(1971)。A model of multi-brand loyalty。Journal of Advertising Research,11(3),25-31。  new window
8.Andaleeb, S. S.、Conway, C.(2006)。Customer satisfaction in the restaurant industry: An examination of the transaction-specific model。The Journal of Services Marketing,20(1),3-11。  new window
9.Hutchinson, J.、Lai, F. J.、Wang, Y. C.(2009)。Understanding the Relationships of Quality, Value, Equity, Satisfaction, and Behavioral Intentions among Golf Travelers。Tourism Management,30(2),298-308。  new window
10.Oliver, Richard L.、Rust, R. T.、Varki, S.(1997)。Customer delight: foundation, findings, and managerial insight。Journal of Retailing,73(3),311-336。  new window
11.Caruana, Albert、Money, Arthur H.、Berthon, Pierre R.(2000)。Service quality and satisfaction: the moderating role of value。European Journal of Marketing,34(11/12),1338-1353。  new window
12.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-item Scale for Measuring Customer Perceptions of Service Quality。Journal of Retailing,64(1),12-40。  new window
13.Tu, Y. T.、Wang, C. M.、Chang, H. C.(2012)。Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan。Journal of Social and Development Sciences,3(1),24-32。  new window
14.Namkung, Y.、Jang, S. C.(2013)。Effects of restaurant green practices on brand equity formation: Do green practices really matter?。International Journal of Hospitality Management,33(2),85-95。  new window
15.Kang, J.、Tang, L.、Lee, J. Y.(2015)。Self-congruity and functional congruity in brand loyalty。Journal of Hospitality and Tourism Research,39(1),105-131。  new window
16.Gee, R.、Coates, G.、Nicholson, M.(2008)。Understanding and profitably managing customer loyalty。Marketing Intelligence and Planning,26(4),359-374。  new window
17.Baker, J.、Wakefield, K. L.(2012)。How consumer shopping orientation influences perceived crowding excitement and stress at the mall。Journal of the Academy of Marketing Science,40(6),791-806。  new window
18.Sahin, A.、Zehir, C.、Kitapçı, H.(2011)。The effects of brand experiences, trust and satisfaction on building brand loyalty: An empirical research on global brands。Procedia: Social and Behavioral Sciences,24,1288-1301。  new window
19.Jani, D.、Han, H.(2015)。Influence of environmental stimuli on hotel customer emotional loyalty response: Testing the moderating effect of the big five personality factors。International Journal of Hospitality Management,44(1),48-57。  new window
20.Jain, S. K.、Gupta, G.(2004)。Measuring service quality: SERVQUAL vs. SERVPERF scales。VIKALPA,29(2),25-37。  new window
21.Saleem, H.、Raja, N. S.(2014)。The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan。Middle-East Journal of Scientific Research,19(5),706-711。  new window
22.Uddin, M. B.、Akhter, B.(2012)。Customer satisfaction in mobile phone services in Bangladesh: A survey research。Management & Marketing Journal,10(1),20-36。  new window
23.Heung, V. C. S.、Wong, M. Y.、Qu, H.(2000)。Airport-restaurant service quality in Hong Kong: An application of SERVQUAL。Cornell Hotel and Restaurant Administration Quarterly,41(3),86-98。  new window
24.Wu, Cedric Hsi-Jui、Liang, Rong-Da(2009)。Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants。International Journal of Hospitality Management,28(4),586-593。  new window
25.Han, H.、Nguyen, H. N.、Song, H.、Chua, B. L.、Lee S.、Kim, W.(2018)。Drivers of brand loyalty in the chain coffee shop industry。International Journal of Hospitality Management,72(1),86-97。  new window
26.King, C.(2017)。Brand management--standing out from the crowd: A review and research agenda for hospitality management。International Journal of Contemporary Hospitality Management,29(1),115-140。  new window
27.Aaker, David A.(1992)。The value of brand equity。Journal of Business Strategy,13(4),27-32。  new window
28.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。  new window
29.Ali, F.、Kim, W. G.、Li, J.、Jeon, H. M.(2018)。Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks。Journal of destination marketing,7(1),1-11。  new window
30.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
31.Lin, Hsin-Hui、Wang, Yi-Shun(2006)。An examination of the determinants of customer loyalty in mobile commerce contexts。Information & Management,43(3),271-282。  new window
32.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing,49(4),41-50。  new window
33.Grönroos, Christian(1991)。The Marketing Strategy Continuum: Towards a Marketing Concept for the 1990s。Management Decision,29(1),7-13。  new window
34.Bitner, Mary Jo、Booms, Bernard Henry、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable and Unfavorable Incidents。Journal of Marketing,54(1),71-84。  new window
35.Al-Ansi, A.、Olya, H. G. T.、Han, H.(2019)。Effect of General Risk on Trust, Satisfaction, and Recommendation Intention for Halal Food。International Journal of Hospitality Management,83,210-219。  new window
36.Baker, M.、Magnini, V. P.(2016)。The Evolution of Services Marketing, Hospitality Marketing and Building the Constituency Model for Hospitality Marketing。International Journal of Contemporary Hospitality,28(8),1510-1534。  new window
37.Bujisic, M.、Hutchinson, J.、Parsa, H. G.(2014)。The Effects of Restaurant Quality Attributes on Customer Behavioral Intentions。International Journal of Contemporary Hospitality Management,26(8),1270-1291。  new window
38.Brunner, T. A.、Stöcklin, M.、Opwis, K.(2008)。Satisfaction, Image and Loyalty: New versus Experienced Customers。European Journal of Marketing,42(9/10),1095-1195。  new window
39.Espinosa, J. A.、Ortinau, D. J.、Krey, N.、Monahan, L.(2018)。I'll Have the Usual: How Restaurant Brand Image, Loyalty, and Satisfaction Keep Customers Coming Back。Journal of Product & Brand Management,27(6),599-614。  new window
40.Carranza, R.、Díaz, E.、Martín-Consuegra, D.(2018)。The Influence of Quality on Satisfaction and Customer Loyalty with an Importance-performance Map Analysis: Exploring the Mediating Role of Trust。Journal of Hospitality and Tourism Technology,9(3),380-396。  new window
41.Dutta, K.、Parsa, H. G.、Parsa, A. R.、Bujisic, M.(2013)。Change in Consumer Patronage and Willingness to Pay at Different Levels of Service Attributes in Restaurants: A Study from India。Journal of Quality Assurance in Hospitality and Tourism,15(2),149-174。  new window
42.Ghoochani, O. M.、Torabi, R.、Hojjati, M.、Ghanian, M.、Kitterlin, M.(2018)。Factors Influencing Iranian Consumers' Attitudes Toward Fast-food Consumption。British Food Journal,120(2),409-423。  new window
43.Ferns, B. H.、Walls, A.(2012)。Enduring Travel Involvement, Destination Brand Equity, and Travelers' Visit Intentions: A Structural Model Analysis。Journal of Destination Marketing & Management,1(1/2),27-35。  new window
44.Izquierdo-Yusta, A.、Gómez-Cantó, C. M.、Pelegrin-Borondo, J.、Martínez-Ruiz, M. P.(2019)。Consumers' Behaviour in Fast-food Restaurants: A Food Value Perspective from Spain。British Food Journal,121(2),386-399。  new window
45.Hemsley-Brown, J.、Alnawas, I.(2016)。Service Quality and Brand Loyalty: The Mediation Effect of Brand Passion, Brand Affection and Self-brand Connection。International Journal of Contemporary Hospitality Management,28(12),2771-2794。  new window
46.Harrington, R. J.、Ottenbacher, M. C.、Fauser, S.(2017)。QSR Brand Value: Marketing Mix Dimensions among McDonald's, KFC, Burger King, Subway and Starbucks。International Journal of Contemporary Hospitality,29(1),551-570。  new window
47.Kim, E.、Ham, S.(2016)。Restaurants' Disclosure of Nutritional Information as a Corporate Social Responsibility Initiative: Customers' Attitudinal and Behavioral Responses。International Journal of Hospitality Management,55(C),96-106。  new window
48.Khan, S.、Hussain, S.、Yaqoob, F.(2013)。Determinants of Customer Satisfaction in Fast Food Industry a Study of Fast Food Restaurants Peshawar Pakistan。Studia commercialia Bratislavensia,6(21),56-65。  new window
49.Manani, T.、Nyaoga, R.、Bosire, R.、Ombati, T.、Kongere, T.(2013)。Service Quality and Customer Satisfaction at Kenya Airways Ltd。European Journal of Business and Management,5(22),170-179。  new window
50.Mason, K.、Jones, S.、Benefield, M.、Walton, J.(2016)。Building Consumer Relationships in the Quick Service Restaurant Industry。Journal of Food Service Business Research,19(4),368-381。  new window
51.Momtaz, N. J.、Alizadeh, S.、Vaghefi, M. S.(2013)。A New Model for Assessment Fast Food Customer Behavior Case Study: An Iranian Fast-food Restaurant。British Food Journal,115(4),601-613。  new window
52.Murambi, D.、Bwisa, H.(2014)。Service Quality and Customer Satisfaction in Public Transport Sector of Kenya: A Survey of Shuttle Travelers in Kitale Terminus。IJARBSS,4(9),402-414。  new window
53.Nguyen, Q.、Nisar, T. M.、Knox, D.、Prabhakar, G. P.(2018)。Understanding Customer Satisfaction in the UK Quick Service Restaurant Industry: The Influence of the Tangible Attributes of Perceived Service Quality。British Food Journal,120(6),1207-1222。  new window
54.Nawaz, N.、Usman, A.(2011)。What Makes Customers Brand Loyal: A Study on Telecommunication Sector of Pakistan。International Journal of Business and Social Science,2(14),213-221。  new window
55.Shamah, R. A. M.、Mason, C.、Moretti, N. A.、Raggiotto, F.(2018)。Investigating the Antecedents of African Fast Food Customers' Loyalty: A Self-congruity Perspective。Journal of Business Research,86(5),446-456。  new window
56.Ting, D. H.(2004)。Service Quality and Satisfaction Perceptions: Curvilinear and Interaction Effect。International Journal of Bank Marketing,22(6),407-420。  new window
57.de Waal, A.、van der Heijden, B.(2016)。Increasing Customer Loyalty and Customer Intimacy by Improving the Behavior of Employees。Journal of Strategy and Management,9(4),492-510。  new window
58.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。  new window
59.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
60.Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing,63(4_suppl 1),33-44。  new window
61.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
62.Stevens, Pete、Knutson, Bonnie J.、Patton, Mark(1995)。Dineserv: A tool for measuring service quality in restaurants。Cornell Hotel and Restaurant Administration Quarterly,36(2),56-60。  new window
63.So, Kevin Kam Fung、King, Ceridwyn、Sparks, Beverley A.、Wang, Ying(2013)。The influence of customer brand identification on hotel brand evaluation and loyalty development。International Journal of Hospitality Management,34,31-41。  new window
64.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。  new window
65.Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。  new window
66.Nam, Janghyeon、Ekinci, Yuksel、Whyatt, Georgina(2011)。Brand equity, brand loyalty and consumer satisfaction。Annals of Tourism Research,38(3),1009-1030。  new window
研究報告
1.經濟部統計處(20191223)。108年11月批發、零售及餐飲業營業額統計。  延伸查詢new window
圖書
1.Gronroos, C.(2007)。Service Management and Marketing: Customer Management in Service Competition。John Wiley & Sons。  new window
2.Zeithaml, V. A.、Parasuraman, A.、Berry, L. L.(1990)。Delivering Quality Service。NY:The Free Press。  new window
3.Zeithaml, V. A.、Bitner, M. J.、Gremler, D. D.、Wilson, A.(2012)。Services marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
4.Palmer, A.(2011)。Principles of Services Marketing。McGraw-Hill。  new window
5.Kotler, Philip、Keller, Kevin Lane(2016)。Marketing Management。Pearson Education Limited。  new window
6.Aaker, David A.(1991)。Managing Brand Equity。The Free Press。  new window
其他
1.NBRI(2015)。Why and How to Measure Customer Satisfaction,http://www.nbrii.com/customer-survey-white-papers/why-and-how-to-measure-customer-satisfaction/。  new window
 
 
 
 
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