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題名：顧客價值預期對關係品質與忠誠度影響之模式研究--以國際觀光旅館為例
書刊名：運動休閒餐旅研究
作者：何雍慶 引用關係／謝明儒
作者(外文)：Ho, Yung-ching／Hsieh, Ming-ju
出版日期：2012
卷期：7:1
頁次：頁100-129
主題關鍵詞：顧客價值預期；關係品質；忠誠度；國際觀光旅館；Customer value anticipation capability；Relationship quality；Customer loyalty；Taiwan international tourist hotels
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  • 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)
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  • 點閱點閱:98
面對現在急劇變動的環境，以經驗法則來了解顧客價值顯然已經不夠，因為顧客的價值一直在變動，由於顧客水平已經提高，需求也因此越來越難以滿足；企業是不是具備能夠預測消費者未來需求，不斷地改善並創造高價值的產品或服務的能力，儼然是顧客是否成為未來的忠誠顧客的一個重要影響因素，但關於顧客價值未來動態的研究卻很少。本研究以「臺灣國際觀光旅館」為研究對象，從觀光旅館「顧客」的角度進行實證分析與探討。本研究之重要研究發現如下：一、本研究證明企業的顧客價值預測能力對顧客而言，是願意與企業維持關係的重要條件。二、滿意度對於國際觀光旅館而言，是判斷顧客能否成為忠誠顧客的指標。三、有別於滿意度此指標，關係品質中的其他兩指標（信任與承諾）顯示對於不同的忠誠產生不同的效果。
For reflecting deeper and more complex connections between service suppliers and customers, knowing what customers' currently value is clearly not enough because what they value changes. When suppliers anticipate what they value, and discuss the importance of anticipating changing customer needs, there is a notable lack of discussion about customer value anticipation capability from consumers' perspective; empirical evidence is missing as well. The main purpose of this research is to investigate the influence of customer value anticipation capability on relationship quality and loyalty in the industry of international tourist hotels in Taiwan. This study applied questionnaire survey to collect data. In total of 406 respondents participated in the survey. Multivariate analysis and Amos analysis were used for analyzing data. Important findings are: (1) Customer value anticipation is the key factor to business relationships retention in the future. (2) Customer value anticipation capability positively influences relationship quality and lead to long-term relationships. (3) For the international tourist hotel, satisfaction is a very important construct to maintain customer relationships and loyalty. (4) The other two (trust and commitment) constructs of relationship quality have their distinct effects on different kinds of loyalty.
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1. 國民運動中心之服務體驗、關係品質對忠誠度之影響研究
2. 品牌信任建立忠誠度之研究--以NIKE為例
3. 服務品質、關係品質、專業知識、顧客滿意與忠誠度間關係之探討--以臺北市某證券商為例
4. 醫療服務體驗、醫病關係品質與忠誠度關聯性之研究
5. 顧客價值、顧客滿意度與顧客忠誠度關係之研究--以拿鐵拉花咖啡店為例
6. 國際觀光旅館員工的情緒智慧重要嗎？以情緒智慧調節組織氣候、服務品質與績效表現之關係研究
7. 參與動機、虛擬經驗與關係品質對獨立音樂平臺使用者忠誠度之影響
8. 從關係品質觀點探討企業社會責任、服務品質對消費者忠誠度之影響--中臺灣餐飲服務業為例
9. 以經營銷售觀點探討配銷商與零售商間之服務品質預期與感知對忠誠度的影響
10. 大學健身中心使用者對服務品質、關係品質、滿意度及忠誠度差異之研究
11. 社群網站之網站品質、關係品質與資訊分享意願對忠誠度影響之研究：以Mobile01為例
12. 餐飲服務業中服務品質、互動強度與忠誠度關係之驗證：探討關係品質的中介角色
13. 服務品質、顧客關係與百貨業顧客忠誠之探討和人口統計變數、會員卡影響之研究
14. 跨國水泥業通路服務品質與關係品質對忠誠度影響之研究
15. 運用線性結構方程模式探討國際觀光旅館服務品質、顧客滿意度與忠誠度關係之研究
 
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