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題名:專業表現、服務努力、滿意度與小費之關係
書刊名:旅遊管理研究
作者:吳德晃
作者(外文):Wu, To-huang
出版日期:2004
卷期:4:1
頁次:頁39-52
主題關鍵詞:專業表現服務努力滿意度小費Professional service performanceService effortSatisfaction and tips
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(3) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:16
  • 點閱點閱:72
本研究旨在探討消費者在接受服務人員所提供的服務後對服務人員的專業表現及服務努力的認知與給付服務人員小費間的關係。經透過參加旅行團體的消費者實證調查研究後,發現幾項新的論點如下:服務人員之專業表現越好,且在提供服務的過程中其努力程度越大,消費者的滿意度將越高,當然其所獲得的小費量也將越多。此外,本研究亦以性別作為區隔變數分析消費者的滿意度是否有差異性存在,結果發現男性消費者較重視服務人員的服務努力,而女性消費者所重視的則稍傾向於專業表現。本研究同時亦提供實務上的管理意涵及未來研究的建議。
期刊論文
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27.Bodvarsson, O. B.、Gibson, W. A.(1999)。An Economic Approach to Tips and Service Quality: Results of a Survey。Social Science Journal,36(1),137-146。  new window
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32.Crusco, A. H.、Wetzel, C. G.(1984)。The Midas touch: The effects of interpersonal touch on restaurant tipping。Personality and Social Psychology Bulletin,10(4),512-517。  new window
33.Dabolkar, P. A.、Johnston, W. J.、Wesley, J.、Cathey, A. S.(1994)。The Dynamics of Long-Term Business-to-Business Exchange Relationships。Journal of Academy of Marketing Science,22,130-145。  new window
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35.McQuiston, D. H.(2001)。A Conceptual Model for Building and Maintaining Relationships between Manufacturers' Representatives and Their Principals。Industrial Marketing Management,30(2),165-181。  new window
36.Maltz, A.(1995)。Building successful relationships。Transportation & Distribution,36(2),29-35。  new window
37.Testa, Mark R.(2001)。Organizational Commitment, Job Satisfaction, and Effort in the Service Environment。Journal of Psychology,135(2),226-236。  new window
38.Lawler, Edward E. III、Porter, L. W.(1967)。The effect of performance on job satisfaction。Industrial Relations,7(4),20-28。  new window
39.Singh, J.(1991)。Understanding the structure on consumer satisfaction evaluation of service delivery。Journal of the Academy of Marketing Science,19(3),223-234。  new window
40.Kanter, R. M.(1994)。Collaborative advantage: The art of alliances。Harvard Business Review,72(4),96-104。  new window
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43.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
學位論文
1.May, Joanne M.(1978)。Tip or Treat: A Study of Factors Affecting Tipping Behavior(碩士論文)。Loyola University,Chicago, IL。  new window
2.張淑青(2000)。價格知覺對顧客滿意影響之研究--以觀光旅遊為例(博士論文)。國立臺北大學,新北市。new window  延伸查詢new window
圖書
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6.Anderson, J. C.、Narus, J. A.(1999)。Business Market Management: Understanding, Creating, and Delivering Value。Upper Saddle River, New Jersey:Prentice-Hall, Inc.。  new window
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8.Kotler, P.(1996)。Analysis, Planning, Implementation, and Control, Marketing Management。New Jersey:Prentice-Hall Inc.。  new window
9.周文賢(2002)。多變量統計分析:SAS/STAT使用方法。智勝文化事業有限公司。  延伸查詢new window
10.Vroom, Victor Harold(1964)。Work and motivation。John Wiley & Sons, Inc.。  new window
圖書論文
1.Wilson, David T.(1978)。Dyadic Interactions: Some Conceptualizations。Organizational Buying Behavior。Chicago, IL:American Marketing Association。  new window
2.Adams, J.(1965)。Inequality in Social Exchange。Advances in Experimental Social Psychology。New York:Academic Press。  new window
 
 
 
 
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