:::

詳目顯示

回上一頁
題名:消費者對小費餐廳服務品質屬性認知與消費意願之研究
作者:吳淑華
作者(外文):Wu,Shu-Wha
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
指導教授:謝安田
學位類別:博士
出版日期:2005
主題關鍵詞:消費者小費服務品質生活型態消費者關鍵字邏輯屬性方式consumertipsservice qualitylife-style
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(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:0
  • 點閱點閱:63
本研究主要由邏輯推理及實證分析的方式來探討:不同屬性的消費者其對「小費餐廳」服務品質屬性認知及消費意願的差異研究,以及消費者對小費餐廳的品質認知與消費意願的關係,以進一步釐清小費與服務品質的關係。
本研究採取立意抽樣的方式,選擇高雄地區不同消費階層的餐廳消費者做為問卷的發放對象,共發放1000份,實際回收的問卷只有617份,扣除填寫不完整的194份,有效問卷有423份。
結果研究結果顯示:不同生活型態的消費者,其對小費餐廳的服務品質屬性認知及消費意願是有顯著差異的,其中又以追求流行及衝動購買傾向者的消費者,對小費餐廳服務品質的認知及消費意願都比其他生活型態者來得高。同時消消費者對小費餐廳的服務品質認知會影響其消費意願。
一、不同人口統計屬性的消費者,其對小費餐廳所產生的服務品質屬性認知並沒有顯著的差異;且除了職稱以外,不同人口統計屬性的消費者,其對小費餐廳的消費意願也沒有顯著的差異。
二、不同生活型態屬性的消費者,其對小費餐廳所產生的服務品質屬性認知及消費意願均有顯著的差異;其中又以追求流行及衝動購買特質傾向的消費者,對小費餐廳所產生的服務品質認知及消費意願最高。
三、消費者對小費餐廳的服務品質認知會顯著地影響消費者至小費餐廳的消費意願。
關鍵字:小費(tips)、服務品質(service quality)、生活型態(life-style)、消費者(consumer)
A study of customers' perception on service quality and consumption
intention toward restaurants conducting tipping practice.
Student: Shu-Wha Wu Advisor: Prof. An-Tien Hsieh
Chinese Culture University
ABSTRACT
The purpose of this study is to examine different consumers’ traits on perception of service quality and consumption intention toward restaurants conducting tipping practice, and the relationships between perception on service quality and consumption intention.
This study conduct convenient sampling method to select respondents. We sent 1000 questionnaires .and 617 were returned, and only 423questionaires could be used to analysis. The major findings of this study are:
1. Consumers’ perceptions on service quality and consumption intention toward restaurants conducting tipping practice are not significant differences between different demographic traits, expect job position.
2. Consumers’ perceptions on service quality and consumption intention toward restaurants conducting tipping practice are significant differences between different life styles. When consumers have fashion-pursuing attribute and impulsive characteristic have the highest perception and consumption intention toward restaurants conducting tipping restaurant.
3. Consumer’s perception on restaurant service quality has significant effect on consumption intention.
參考文獻
一、中文部份
王嘉棣(1995),表演藝術觀賞行為與自我監控、藝術觀感、生活型態之關係,國立政治大學企業管理研究所未出版之碩士論文。
王秀瑩(2000),咖啡連鎖店市場區隔及其消費行為之研究,東華大學企業管理研究所未出版之碩士論文。
王文妤(2003),來源國效應、國族主義與產品知識差異對購買意願的影響之比較研究-以兩岸大學生評價行動電話為例,朝陽科技大學企業管理系未出版之碩士論文。
行政院主計處(2001),中華民國行業標準分類,台北:行政院主計處。
江郁芳(1998),兩極化與多元性購物決策之研究,元智大學管理研究所未出版之碩士論文。
吳秉忠(1998),台中市Pub進口啤酒消費行為之研究,東海大學食品科學研究所未出版之碩士論文。new window
吳碧華(2001),連鎖店經理專業能力分析之研究,國立師範大學家政教學系未出版之碩士論文。
吳政和(1996),餐飲業連鎖經營之研究,第一屆餐飲管理學術研討會論文集,台北:中國飲食基金會.。
呂明純(2002),網路線上訂房市場區隔與顧客滿意度之研究,私立南華大學旅遊事業管理學研究所未出版之碩士論文。new window
余朝權(1978),青年商店在食品零售業之定位研究,國立政治大學企業管理研究所未出版之碩士論文。
李淑玲(1998),我國健康食品之管理、消費者認知與消費行為之調查研究,國立海洋大學食品科學系碩士在職專班學位論文。
林佳玲(1984),炫耀性消費行為之省思---以Y世代服飾為例,輔仁大學織品服裝研究所未出版之碩士論文。
林勤豐(1992),中式餐飲經營管理制度之探討,台灣工業技術學院工程技術研究所工業管理技術學程未出版之碩士論文。
林靈宏(1994),消費者行為學,台北:五南出版社。
周國忠(2002),消費者用餐需求與餐館選擇之研究,私立真理大學管理科學研究所未出版之碩士論文。
侯錦雄(1995),遊憩區規劃,台北:地景企業股份有限公司。
星野克美(1988),符號社會的消費(黃恆正譯),台北:遠流。
高秋英(1999),餐飲管理理論與實務,台北:揚智出版社。
洪順慶(2001),行銷管理,台北:新陸書局。
徐玉燕(2003),消費者特徵、企業形象與服務品質對購買決策影響之研究—以台灣地區不同零售業態加以實證,私立中國文化大學國際企業管理研究所未出版之碩士論文。
徐光輝(1998),臺灣休閒農業之消費者行為分析,國立台灣大學農業經濟研究所未出版之碩士論。
徐宗盟(1989),滿意決定性之研究─以大學生素食自助餐為例,中國文化大學國際企業管理研究所未出版之碩士論文。
許士軍(1993),管理學,台北:東華書局。
陳定國(1995),行銷管理導論,台北:五南圖書出版公司。
陳宣融(2003),市場佔有率、系統負荷、價格及企業聲譽對消費者認知品質與購買意圖影響之研究,私立實踐大學企業管理研究所未出版之碩士論文。
陳順瑲(2003),影響產險業顧客再購意願因素之研究-關係行銷取向,朝陽科技大學企管研究所未出版之碩士論文。
陳慧婷(2001),觀光業重生再現美麗之島,天下雜誌,60-69。
郭貞(1994),消費者文化與後現代主義,廣告學研究,1,211-212。
張立品(2003),品牌體驗對品牌關係影響之研究,逢甲大學企業管理研究所未出版之碩士論文。
張宗元(1986),西式速食消費行為之研究,國立中興大學企業管理研究所未出版之碩士論文。
張紹勳(1998),大型賣場企業形象與購買行為之研究,中國工商學報,85(6),363-413。
張春興(1991),社會及行為科學研究法,台北:東華書局。
黃子維(2000),影響餐飲業連鎖經營重要因素之探討,國立東華大學企業管理學系未出版之碩士論文。
黃月春(1998),消費者行為模型之釋評,臺中商專學報,29,415-427。
黃建中(2002),高雄市百貨公司消費者購買行為與商店形象之探討,國立中山大學企業管理研究所未出版之碩士論文。
黃淑麗(2000),西式餐館業網路行銷組合資訊之內容分析,國立臺灣師範大學家政教育研究所未出版之碩士論文。
黃基鴻(2001),美濃工藝消費文化之社會生態研究,國立台北藝術大學傳統藝術研究所未出版之碩士論文。
曾千豪(2002),休閒產業與發卡銀行策略聯盟績效之研究,私立朝陽科技大學休閒事業管理系未出版之碩士論文。
曾湘樺(2002),國人對休閒治療消費意願之研究,私立中國文化大學國際企業管理研究所未出版之碩士論文。
詹益政(2002),旅館餐飲經營實務,台北:揚智文化。
經濟部商業司(2003),餐飲業變動現況與未來發展,九十一年度台灣地區服務業經營活動報告,259-281。
經濟部商業司(2001),流通業產業研究報告(90-12),台北:經濟部商業司,419-420。
經濟部商業司(1995),便利商店經營管理技術實務手冊,台北:經濟部商業司。
楊美怡(2002),人格特質、價值觀與生活型態對後現代主義消費行為影響之研究:三個世代之比較研究,義守大學管理研究所未出版之碩士論文。
楊勝凱(2004),媒體資訊、品牌態度與住宅偏好對購屋意圖影響之研究,國立成功大學高階管理在職專班未出版之碩士論文。
廖又生(1996),從消費者主權的觀點探討餐飲經營業之責任問題,第一屆餐飲理學術研討會論文集,台北:中國飲食基金會, 107-124。
榮泰生(2000),消費者行為,台北:五南文化,75-78。
葉恆青(2003),餐飲服務業電子化企業經營模式之探討,國立台灣科技大學工程管理系未出版之碩士論文。
葉盈秀(2000),台灣地區多層次傳銷保健食品之消費者行為研究-以美商永久公司為例,東海大學食品科學研究所工業管理組未出版之碩士論文。
黎孟修(2001),原住民對森林遊樂區開發認知之研究,朝陽科技大學休閒事業管理研究所未出版之碩士論文。
蔡瑞宇(1996),顧客行為學,台北:天一圖書。
劉小瑋(1997),台北地區老人餐廳消費行為之研究,私立中國文化大學觀光事業研究所未出版之碩士論文。
劉建町(2001),中式高級餐廳顧客滿意度之研究,中國文化大學生活應用科學研究所未出版之碩士論文。
謝坤霖(2002),國內非營利休憩業經營管理關鍵成功因素之探討-以救國團墾丁青年活動中心為例,中華大學科技管理研究所未出版之碩士論文。
謝耀隆(1997),關係行銷與顧客滿意,戰略生產力雜誌,491,98-101。
鍾聰美(2003),台中市連鎖書店消費者滿意度及行銷策略之研究-以諾貝爾書局為例,南華大學出版學研究所未出版之碩士論文。
蕭鏡堂(1999),產業行銷學,台北:華泰文化事業公司。
傅國樑(2003),偶像崇拜與消費行為之研究---以高中職為例,東海大學管理碩士學成在職進修專班未出版之碩士論文。
蘇永盛(1994),以顧客滿意度為途徑建立我國優良商店認證制度之研究-以中式餐飲為實證,國立中興大學企業管理研究所未出版之碩士論文。
蘇美彥(1998),遇見布希亞:誠品書店、符號的消費與符號的空間─以誠品敦南店為例,地理教育,26,21-32。

二、英文部份
Andreson, A. R. (1967). Leisure,Mobility and Life Style Patterns. American Marketing Association Conference Proceedings,winter, 56.
Anderson, E. W., Fornell, C., & Rust, R. T. (1997). Customer satisfaction, productivity and profitability: Differences between goods and services. Marketing Science ,129-145.
Azar, O. H. (2003). The implications of tipping for economics and management. International Journal of Social Economics,30(9), 1084-1094.
Beatty, S. E., Mayer, M., Coleman, J. E., Reynolds, K. E., & Lee, J. (1996). Customers–sales associate retail relationships. Journal of Retailing, 72(3),223-347.
Bernstein, C. R. (1994). Service Perceptions Differ. Restaurant and Institutions, 104(29),28-31
Berman, B., & Evans, J. R. (2001). Retail management : A strategic approach(8th ed.). New Jersey:Prentice Hall, 219-246.
Berman, B., & Evans, J. R. (1978). Marketing:Study Guide (4th ed.). New York:MacMillan Publishing.
Berry, L. L., & Zeithaml, V. A. (1991). Marketing Service Competing Through Quality .New York: The Free Press.
Bettencourt, L. A. (1997). Customers voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3),383-406.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter:Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
Bofanic, D. C., & Rosen, L. D. (1994). Measuring Service Quality in Restaurant: An Application of the SERVQUAL Instrument. Hospitality Research Journal, 18(1),3-14.
Bolton, R. N., & Drew, J. H. (1991). A Multistage model of customers’ assessments of service quality and value . Journal of Consumer Research,17, 375-384.
Bodvarsson, O. B., & Gibson, W. A. (1994). Gratuities and customer appraisal of service evidence from Minnesota restaurants. Journal of Socio-Economics,23,287-302.
Bodvarsson, O. B., & Gibson, W. A.(1997).Economics and restaurant gratuities determining tip rates. American Journal of Economics and Sociology,56,187-203.
Buzzell, R. D., & Bradley, T. G.. (1987). The PIMS Princilpes- Linking Strategies to Performance. New York:The Free Press.
Chapman, G., &Winquist, J. (1998). The Magnitude Effect: Temporal Discount Rates and Restaurant Tips. Psychonomic Bulletin and Review, 5(1),119-123.A
Green, L., Myerson, J., & Schneider, R. (2003). Is There a Magnitude Effect in Tipping?. Psychonomic Bulletin and Review, 10(2),381-386
Cresip, L. (1947). The important of tipping in America. The Public Opinion Quarterly,11,424-435.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(15), 55-68.
Crusco, A. H., & Wetzel, C. G.. (1984). The Midas Touch: The Effects of Onterpersonal Touch on Restaurant Tipping. Personality and Social Psychology Bulletin , 10(December),512-517.
Demby, E. (1973). Psychographics and form where it comes lifestyle and psychographics. Chicago:American Marketing Association.
Dewald, B. (2003). Tipping in Hong Kong restaurant. Hospitality Management, 22 ,307-319.
Dodds, B. W., Monroe, K. B. & Grewal, D. (1991). Effect of Price, Brands and Store Information on Buyers’ Product Evaluation. Journal of Marketing Research, 28, 307-319.
Drucker, P. F. (1993). Post-capital Society. New York:Harper Collins.
Durgee, J. F., Gina C., & Robert W. V. (1996). Observation: Translating Values into Product Wants. Journal of Advertising Research , 11, 90-99.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). Consumer behavior (8th ed). Dryden Press, Harcourt Brace College Publishers.
Engel, J. F., Kollat, D.T., & Blackwell, R. D. (1978). Consumer behavior (3rd ed.). New York:Holt, Rinehart and Winston Company.
Ennew, C. T., & Binks, M. R. (1996). Good and Bad customers: The benefits of participation in the banking relationship. International Journal of Bank Marketing, 14(2),5-13.
Evans, P. (2000,September 1). Facing charges. Hong Kong Magazine, 337.
Fisk, R. P., Brown, S. W., & Bitner, M. J. (1993). Tracking the evolution of the services marketing literature. Journal of Retailing, 69(1),61-103.
Ford, C. (1980). Charlotte Ford’s book of modern manners. New York:Simon and Schuster.
Foxall, G. R. & Goldsmith, R. E. (1994). Consumer Psychology for Marketing. London:Routledge.
Freeman, S., Walker, M. R., & Latane, B. (1975). Diffusion of Responsibility and Restaurant Tipping: Cheaper by the Bunch. Personality and Social Psychology Bulletin, 1,594-600.
Garvin, D. A. (1983). Quality on the line. Harvard Business Review, 65-75.
Gronroos, C. (1984). A Service Quality Model and Its Marketing Implications. European Journal of Marketing,18 (4),37-45.
Gwinner, K. P., & Durrick, M. (1998). Predictors of job satisfaction and organizational commitment in human service organizations. Administrative Science Quarterly, 33(1),61-81.
Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in service industries: the customer's perspective. Journal of the Academy Marketing Science, 26(2), 101-114.
Hair, J. F., Anderson, R. E., & Tatham, R. L. (1987). Multivariate Data Analysis with Readings. New york: MacMillan.
Hawkins, D. I., Best, R. J., & Coney, K. A. (1995). Consumer Behavior: Implications for Mrketing Strategy, (8th ed.). Illinois: Richard D.Irwin..
Hemenway, D. (1984). Prices and Choices: Microeconomic Vignettes. Cambridge, Massachusetts: Ballinger.
Heskett, J. L. (1987). Lessons in the service sector. Harvard Business Review, 65(2), 118-126.
Heung, C. S., Wong, M. Y., & Qu, H. (2000). Airport-restaurant Service Quality in Hong Kong. Cornell Hotel and Restaurant Administration Quality.41(3),86-96.
Hirschman, E. C. (1981). Comprehending symbolic consumption: Three theoretical issues .In Hirschman, E. C., & Holbrook , B. (Eds). Symbolic Consumer Behavior. Ann Arbor, MI.: Association for Consumer Research,7-15.
Hirschman, E. C., & Holbrook , M.B. (1982). Hedonic consumption: emerging methods and propositions. Journal of Marketing, 46,92-101.
Holbrook , M.B.,&Hirschman, E. C. (1982). The experiential aspects of consumption :consumer fantasies ,feelings and fun. Journal of Consumer Research ,9,132-140.
Holloway, J. (1985). Between gratitude and gratuity :commentary on Shamir. Annals of Tourism Research,12,239-258.
Hornik, J. (1992). Tactile Stimulation and Consumer Response. Journal of Consumer Research, 19(3),449-458.
Howard, J. A. (1994). Buyer behavior in marketing strategy. New Jersey. Prentice-Hall.
Ineson, E. M., & Martin, A. J. (1999). Factors influencing the tipping propensity of restaurant customers. Journal of Retailing and Consumer Service, 6,27-37.
Jacobson, R., & Aaker, K A. (1987). The strategic role of product quality. Journal of Marketing, 51(1),31-44.
James, D. L., Richard M. D., & Dreves, R. (1976). The Use of a Multi -Attribute Attitude in a Store Image Study. Journal of Retailing, 52.(2) 23-34.
James, F. E., Roger, D. B., & David, T. K. (1982). Consumer Behavior, (4th ed.).New York: Dryden Press, 189-190.
Kotler, P. (2002). Marketing Management: Analysis, Planning, Implementation, and Control. (10th Ed). New Jesey: Prentice-Hall Inc.
Lazer, W. (1963). Life Style Concepts and Marketing. Chicago: American Management Association.
Lee, Y. L. & Hing, N. H. (1995). Measurement Quality in Restaurant Operations: An Application of the SERVQUAL Instrument. International Journal of Hospitality Management, 13(3)293-310.
Lehtinen, U., & Lehtinen, J. R. (1982). Service quality: A study of quality dimensions. Unpublished working paper, Helsinki: Service Management Industries Journal, 11(3), 287-303.
Lichtenstein, N. M., & Netemeyer, R. G. (1993). Price Perception and Consumer Shopping Behavior: A Field Study. Journal of Marketing Research ,30,234-245.
Lynn, M. (1996). Seven Ways to Increase Servers' Tips. Cornell Hotel and Restaurant Administration Quarterly ,37(3) 24-29.
Lynn, M. (1997). Tipping customs and status seeking a cross-country study. Personality and Individual Differences, 17,137-138.
Lynn, M. (2000). Gratitude and gratuity: a meta-analysis of research on the service –tipping relationship. Journal of Socio- Economics , l29,203-204.
Lynn, M. (2001). Restaurant tipping and service quality: a tenuous relationship. Cornell Hotel and Restaurnt Administration Quarterly Ithaca, 42(1), 14-20.
Lynn, M., & Grassman., A. (1990). Restaurant tipping: an examination of three “rational “explanations. Journal of Economy Psychology, 11,169-181.
Lynn, M., & Graves, J. (1996). Tipping:An Incentive/Reward for Service? Hospitality Research Journal, 20,1–14.
Lynn, M., & Latane, B. (1984). The psychology of restaurant tipping Journal of Applied Social Psychology, 14(6), 549-561.
Lynn, M., & McCall, M. (2000). Gratitude and gratuity: A meta- analysis of research on the service-tipping relationship. Journal of Socio-Economics, 29(2), 203-214.
Lynn, M., & Mynier, K. (1993). Effect of server posture o restaurant tipping. Journal of Applied Social Psychology,23(8), 678-685.
Lynn, M., & Petrick, G.. (2000). Predictors of male and female server’s average tip earnings. Journal of Applied Social Psychology, 30,241-252.
Lynn, M., & Simons, T. (1999). Predictors of male and female server’s average tip earnings. Journal of Applied Social Psychology, 30(2), 241-252.
Lynn, M., & Sturman, M. (2003). It’s Simler than it Seems: An Alternative Explanation for the Magnitude Effect in Tipping. International Journal of Hospitality Management, 33,1747-1772.
Lynn, M., Zinkhan, G. M., & Harris, J. (1993). Consumer tipping: A cross-country study. Journal of Consumer Research,20(3),478 -488 .
May, J. M. (1978). Tip or treat: A study of factors affecting tipping behavior. Unpublished master’s thesis, Loyola University, Chicago, IL 60626.
McCarty, J., Shrum, L., Conrad-Katz., & Kanne, Z. (1990). Tipping as consumer behavior :a qualitative investigation .In:Goldberg,M. (Ed.), Advances in Consumer Research ,Association for Consumer Research.,17,723-728.
McCrohan, K. F., & Pearl, R. B. (1991). An Application of Commercial Panel Data for Public Policy Research:Estimates of Tip Earning. Journal of Economic and Social Measurement, 17,217-231.
Mohr, L. A., & Bitner, M. J. (1995). The role of employee effort in satisfaction with service transactions. Journal of Business Research, 32(3),239-252.
Monroe, K. B., (1990), Pricing: Making Profitable Decisions. New York: McGraw Hill Book Company.
Monroe, K. B.,&Krishnan, R. (1985). The Effect of Price on Subjective Product Evaluation, In Perceived Quality: How Consumers View Stores and Merchandise. Eds. Jacob and Jerry C. OlsonLexington. MA: Lexington Books, pp 209-232.
Nicosia, F. M. (1966). Marketing and Advertising Implication Englewood Cliffs. New Jersey: Prentice-Hall Inc.
Oh, H. (2001). Revisiting importance-performance analysis. Tourism Management, 22(6),617-627.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing,49(4),41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(8), 420-450.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1994). Reassessment of expectation as a comparison standard in measuring service quality. Journal of Marketing, 58(1), 111-124.
Park, C. (2004). Efficient or enjoyable?Consumer values of eating-out and fast food restaurant consumption in Korea. Hospitality Management,23(3),87-94.
Paul, P. (2001). The tricky topic of tipping. American Demographics, 23(5), 10-11.
Paules, G. F. (1991). Dishing it out:power and resistance anong waitresses in a New Jersey restaurant. Philadelphia:Pemple University Press.
Peterson, R. A. & Kerin, R. A. (1983). Store Image Measurement in Patronage Behavior Research:Face and Artifact. Patronage Behavior and Retail Management, 297. New York:North- Holland.
Phillips, L. W., Chang, D. R., & Buzzell, R. D. (1993). Product quality ,cost position and business performance :A test of some key hypotheses. Journal of Marketing, 47,26-43.new window
Plummer, J.T. (1974). The concept and Application of Life Style segmentation. Journal of Marketing,38(1),33-37.
Pratt, J. W. (1974). Measuring purchase behavior. Handbook of marketing (3rd ed.). New York:McGraw-Hill.
Reichheld, F., & Sasser, W. E. (1990). Zero defections :Quality comes to services. Harvard Business Review, 68(5),105-111.
Reynolds, F. D., & Darden, W. R. (1974). Construction life style and psychographics. Chicago: American Marketing Association.
Reynolds, K. E., & Beatty, S. E. (1990). Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of Retailing, 75(1),11-32.
Richardson, P. S., Alan S. D., & Arun, K. J. (1994). Extrinsic and Extrinsic Cue Effect on Perceptions of Store Brand Quality. Journal of Marketing Research ,58(4), 28-36.
Rind, B., & Bordia, P. (1996). Effect on restaurant tipping of male and female servers drawing a happy, smiling face on the backs of customers’ check. Journal of Applied Social Psychology, 26(3), 218-225.
Rind, B., & Strohmetz, D. (1999). Effect on restaurant tipping of a helpful message written on the back of customers’ checks. Journal of Applied Social Psychology, 29,139-144.
Sasser, W. E., Olsen, P., & Wyckoff, D.D. (1978). Management of Service Operations: Text and Cases. Boston: Allyn & Bacon.
Schellinck, D. A. (1983). Cue Choice as a Function of Time Pressure and Perceived Risk. Advances in Consumer Research, 10, 470 – 475.
Schein, J. E., Jablonski, E. F., Wohlfahrt, B. R. (1984). The Art of Tipping: Customs and Controversies. Wausau, WI:Sun Press.
Schiffman, L. G., & Kanuk, L. L. (1991). Consumer behavior, (2nd ed). New Jercey: Pretice-Hall.
Scott, W. R. (1916). The itching palm: A study of the habit of tipping in America. Philadelphia: The Penn Publishing Company.
Seal, K. (1995). No tipping policy highlights hotel’s service. Hotel and Motel Management,210(2),8-21.
Shamir, B. (1983). Between service and servilityrole conflict in subordinate service roles. Journal of Occupational Psychology, 5(1),225-259
Shamir, B. (1984). Between gratitude and gratuity: an analysis of tipping . Annals of Tourism Research ,11,59-78.
Shapiro, C. (1983). Premiums for high quality products as return to attitudes. The Quarterly Journal of Economics, 98(4), 659-679.
Sheth, J. N. (1983). An Integrative Theory of Patronage Preference and Behavior:Patronage Behavior and Retail Management, 9-28. New York:North- Holland.
Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions :the service encounter. Journal of Marketing, 49(4), 99-111.
Star, N. (1988). The International Guide to Tippng. New York:Berkeley.
Steenkamp, J. B., & Wedel, M. (1991). Segmenting retail markets on store image using a consumer-based methodology. Journal of Retailing, 67(3), 300-320.
Stephen, R., & Zweigenhaft, R. L. (1986). The Effect on Tipping of a Waitress Touching Male and Female Customers. Journal of Social Psychology, 126(3),141-142.
Stevens, P., Knutson, B., & Patton, M. (1995). Dineserv: A Tool for Measuring Service Quality in Restaurants. The Cornell Hotel and Restaurant Administration Quarterly,36(2),56-60.
Strohmetz, D. B., Rind, B. (2001). The impact of tipping recommendations on tip levels. The Cornell Hotel and Restaurant Administration Quarterly ,42(3),71-73.
Taylor, S. A., Nicholson, J. D., Milan, J.M., &Valencia, R. (1997). Assessing the roles of service quality and customer satisfaction in the formation of the purchase intentions of Mexican consumers. Journal of Marketing Theory and Practice, 5(1), 78-90.
Testa, M. R. (2001). Organizational commitment, job satisfaction, and effort in the service environment. Journal of Psychology, 135(2), 226-236.
Watson, A. (1998, July 24). Tips on service charge. South China Morning Post.
Wells, W. D. (1974). Life Style and Psychographics. Chicago: American Marketing Association.
Wells, W. D., & Tigert, D. J. (1971). Activities, Interests and Opinions. Journal of Advertising Research, 12(4),27-35.
Wind, Y., & Green, P. E (Eds.). (1974). Some conceptual, measurement, analysis problems in life style research. (pp. 97-127). Psychographics, Chicago: AMA.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence, Journal of Marketing, 52(5),2-22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35-49.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關博士論文
 
無相關書籍
 
無相關著作
 
QR Code
QRCODE