:::

詳目顯示

回上一頁
題名:遊客環境態度與環保旅館品質要素之Kano二維品質模式關聯研究
書刊名:觀光休閒學報
作者:范玉玲林士彥王培馨
作者(外文):Fan, Yu-linLin, Shih-yenWang, Pei-hsin
出版日期:2012
卷期:18:1
頁次:頁27-46
主題關鍵詞:環保旅館環境態度Kano二維品質模式行銷策略Green hotelEnvironmental attitudeKano two-way quality modelMarketing strategy
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:124
  • 點閱點閱:59
近年來鑑於環保觀念的提昇,環保旅館日益受到重視,因此確認消費者對實施環保措施之真正想法與認知為旅館業者重要的工作。本研究採Kano 二維品質模式探討遊客與環保旅館品質要素的關聯,期望能突破一維思考模式,找出旅館品質對遊客的意義;另一方面,也參考新生態典範量表分類遊客對環保旅館的態度。研究結果顯示遊客對環保旅館態度屬中上,不同年齡遊客對環保旅館品質要素之看法不同達顯著差異;環保旅館品質要素可歸納為2 項線性品質、7 項無差異品質、2 項反向品質、8 項魅力品質,並提出品質要素實施順序建議及品質改善指標以增加滿意、減少不滿意;8 項魅力品質更歸納為2M 管理類—真實植物綠美化、員工環境教育;3R 節能類—資源回收垃圾筒、再生紙的宣傳手冊、可洗式或再生拖鞋;及3S(Save)省水電類—省水裝置、省電燈泡、感應式插卡供電的標語,以利落實與推廣。
In recent years, due to the enhancement of the concept of environmental protection,green hotels are increasingly valued. Thus, understanding customers’ needs is the key to provide good services in green hotel operations. Therefore, the purpose of this research is to apply Kano two-way quality model to explore the quality element of green hotels. The result is expected to find out the tourists’ identification with the hotels’ quality beyond the one-dimensional model. On the other hand, this research refers to New Ecological Paradigm Scale to differentiate between tourists in different environmental attitude. The result of this research shows that the tourists’ acceptance level to the green hotels is more than average, and the attitude of tourists between ages is apparently different. The analysis results of the quality element of green hotels also show that 2 items are classified as one-dimensional quality, 7 items are indifferent quality, 2 items are reverse quality, and 8 items are attractive quality. Besides, this research presents the suggestion with the execution order of the quality element, and applies quality improvement index to increase satisfaction and reduce dissatisfaction. For the purpose of execution and promotion, the 8 attractive quality items are included and sloganized: 2M (Manage- beautify the environment by nature plant, and move up the staffs’ eco-awareness), 3R (Recycle, Reduction, Reuseput the recycle bin in guestrooms, have the hotels’ advertisement made by reprocessed paper, and offer the slippers which can reuse), and 3S (Save- operated facets in guestrooms automatically, low power light bulbs and feeding with rooms’ card).
期刊論文
1.Kasim, A.(2004)。Socio-environmentally responsible hotel business: Do tourists to penang island, Malaysia care?。Journal of Hospitality and Leisure Marketing,11(4),5-28。  new window
2.林士彥(20050300)。休閒旅遊服務之產品層次探討--以渡假民宿為例。顧客滿意學刊,1(1),145-168。new window  延伸查詢new window
3.Dunlap, R. E.、Van Liere, K. D.、Mertig, A. G.、Jones, R. E.(2000)。Measuring Endorsement of the New Ecological Paradigm: A Revised Nep Scale。The Journal of Social Issues,56(3),425-442。  new window
4.孔方正、許宏哲、黃惠芬、傅彥菁(20011200)。旅館業之環境管理系統--以臺北地區民眾之接受度為例。戶外遊憩研究,14(4),1-26。new window  延伸查詢new window
5.Lalonde, R.、Jackson, E. L.(2002)。The New Environmental Paradigm scale: Has it outlived its usefulness?。The Journal of Environmental Education,33(4),28-36。  new window
6.黃文雄、黃芳銘、游森期、田育芬、吳忠宏(2009)。新環境典範量表之驗證與應用。環境教育研究,6(2),49-76。new window  延伸查詢new window
7.Tan, K. C.、Pawitra, T. A.(2001)。Integrating SERVQUAL and Kano's model into QFD for service excellence development。Managing Service Quality,11(6),418-430。  new window
8.湯玲郎、鄭博仁(20010300)。以KANO的二維品質模式探討如何評估及改善醫療機構的服務品質。工業工程學刊,18(2),71-81。new window  延伸查詢new window
9.Manaktola, K.、Jauhari, V.(2007)。Exploring Consumer Attitude and Behaviour towards Green Practices in the Lodging Industry in India。International Journal of Contemporary Hospitality Management,19(5),364-377。  new window
10.葉碧華、蔡進發、黃宗成(20031200)。消費者環保行為與旅館住宿意願之研究。環境與管理研究,4(2),61-82。new window  延伸查詢new window
11.陳正男、蔡明田、丁學勤(20010600)。商店品質屬性的分類研究。商學學報. 空大,9,45-69。new window  延伸查詢new window
12.Yang, C. C.(2003)。Establishment and applications of the integrated model of service quality measurement?。Managing Service Quality: An International Journal,13(4),310-324。  new window
13.Dunlap, Riley E.、Van Liere, Kent D.(1978)。The New Environmental Paradigm: A proposed measuring instrument and preliminary results。The Journal of Environmental Education,9(4),10-19。  new window
14.Kollmuss, Anja、Agyeman, Julian(2002)。Mind the Gap: Why Do People Act Environmentally and What Are the Barriers to Pro-environmental Behavior?。Environmental Education Research,8(3),239-260。  new window
15.Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation,18(1),25-38。  new window
16.Schvaneveldt, Shane J.、Enkawa, Takao、Miyakawa, Masami(1991)。Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality。Total Quality Management,2(2),149-161。  new window
17.湯玲郎、莊泰旭(20040600)。Kano二維模式在開發汽車配備品質功能之研究。管理學報,21(3),311-330。new window  延伸查詢new window
18.Caron, J. Anne(1989)。Environmental perspectives of blacks: Acceptance of the "New Environmental Paradigm"。The Journal of Environmental Education,20(3),21-26。  new window
19.Hines, Jody M.、Hungerford, Harold R.、Tomera, Audrey N.(1987)。Analysis and synthesis of research on responsible environmental behavior: A meta-analysis。The Journal of Environmental Education,18(2),1-8。  new window
20.歐聖榮、蕭芸殷(19980900)。生態旅遊遊客特質之研究。戶外遊憩研究,11(3),35-58。new window  延伸查詢new window
21.狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質,14(2),147-156。  延伸查詢new window
圖書
1.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
其他
1.R. D. Metters, K. K. Metters & M. Pullman(2004)。服務業作業管理。  new window
2.王培馨,范玉玲(2007)。遊客之環境態度對環保旅館接受程度之研究-以2006 黑面琵鷺保育季遊客為例。  延伸查詢new window
3.吳信宏(2005)。更深入的討論狩野紀昭模式。  延伸查詢new window
4.沈嘉偉,萬金生(2001)。臺灣地區觀光飯店主管對環保旅館之認知與探討。  延伸查詢new window
5.洪維勵,賴姵君(2006)。旅館業對環保旅館與環保標章知覺之研究-以澎湖為例。  延伸查詢new window
6.范玉玲,王培馨,林士彥(2008)。環境態度與環保旅館品質要素之研究。  延伸查詢new window
7.范玉玲,林士彥,王培馨(2008)。環保旅館品質要素之研究。  延伸查詢new window
8.張靜慧(2007)。樂活旅館,讓客人帶著感動學環保。  延伸查詢new window
9.黃君平,黃韶顏,詹玉瑛,龔熒慧(2011)。消費者對於綠色民宿知識之研究。  延伸查詢new window
10.黃聖茹,唐培瑄(2009)。蘇澳冷泉公園服務品質屬性之研究-Kano二維品質模式之應用。  延伸查詢new window
11.楊義隆(2004)。二維品質模式應用於消費性電子產品顧客滿意度的研究。  延伸查詢new window
12.劉明盛(2008)。應用Kano 模式探討大學教育品質—以某科技大學為案例。  延伸查詢new window
13.戴久永(1996)。創造魅力品質。  延伸查詢new window
14.環保署綠色生活資訊網(2012)。教您如何節能減碳做環保【線上資料】。  延伸查詢new window
15.H. J. Fietkau & H. Kessel(1981)。Umweltlernen: Veränderungsmöglichkeiten des umweltbewusstseins: Modelle, erfahrungen。  new window
16.Green Hotels Association(2012)。What are ‘Green’ hotels?。  new window
17.Green Mountain State(2000)。Green hotels in the Green Mountain State。  new window
18.A. Kasim(2004)。BESR in the hotel sector: A look at tourists’ propensity towards environmentally and socially friendly hotel attributes in Pulau Pinang, Malaysia。  new window
19.M. Mukesh(2006)。Hotels should ’go green’ for lasting economic, social benefits。  new window
20.P. C. Stern & S. Oskamp(1987)。Managing scarce environmental resources。  new window
21.E. B. Watkins(1994)。Do guest want green hotels?。  new window
22.C. C. Yang(2005)。The refined Kano’s model and its application。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
QR Code
QRCODE