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題名：餐飲業服務品質、口碑傳播與再購意願之相關性研究
書刊名：運動休閒餐旅研究
作者：鄭妃君／陳瑞龍 引用關係
作者(外文)：Cheng, Fei-chun／Chen, Jui-lung
出版日期：2012
卷期：7:4
頁次：頁63-81
主題關鍵詞：餐飲業；服務品質；口碑傳播；再購意願；Service quality；Word of mouth communication；Repurchase intention；Hospitality 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(5) 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:5
  • 共同引用共同引用:0
  • 點閱點閱:156
本研究旨在探討餐飲業服務品質、口碑傳播與再購意願三者之關係。以新竹市連鎖餐飲業顧客為研究對象，採用問卷方式發放進行資料收集，再透過敘述性統計分析、信度分析及階層式迴歸分析進行資料分析。研究結果發現：一、口碑傳播中的滿意程度主要受到服務品質構面「保證性」及「關懷性」的影響。二、口碑傳播中的推薦他人主要是受到服務品質構面「關懷性」的影響。三、顧客的再購意願受到服務品質構面「關懷性」的影響最大。最後，根據研究結果提出建議，以供餐飲業者作為經營管理的參考。
The purpose of this research is concentrated on investigate the relationships among service quality, word of mouth communication and repurchase intention in the hospitality industry. By using questionnaire, descriptive statistics, reliability analysis and multiple regression analysis to analyze the effects of service quality and word of mouth communication on repurchase intention, the results are as follows: (1) The dimensions of service quality-assurance and empathy influence on the dimension of word of mouth communication-satisfaction; (2) The dimension of service quality-empathy influence on the dimension of word of mouth communication-recommendation; (3) The dimension of service quality-empathy influence on repurchase intention. Some implications and suggestions will be offered for the manager of the hospitality industry on the empirical results.
期刊論文
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3.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
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6.Dawkin, P.、Reichhel, F.(1990)。Consumer as a competitive weapon。Directors and Boards，14，42-47。  new window
7.Gittell, J. H.(2002)。Relationships between service providers and their impact on customers。Journal of Service Research，4(4)，299-311。  new window
8.Hume, Margaret Mary(2008)。Understanding core and peripheral service quality in customer repurchase of the performing arts。Managing Service Quality，18(4)，349-369。  new window
9.Parasuraman, A.、Zeithaml ; V. A.、Berry, L. L.(1988)。Communication and control processes in the delivery of service quality。Journal of Retailing，64(1)，12-40。  new window
10.Singh, J.(1990)。A topology of consumer dissatisfaction responses styles。Journal of Retailing，66(1)，57-99。  new window
11.Smoldt, R. K.(1998)。Turn word of mouth into a marketing advantage。Journal Health Forum，41(5)，47-49。  new window
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13.Bansal, H. S.、Voyer, P. A.(2000)。Word-of-mouth Process within a Service Purchase Decision Context。Journal of Service Research，3(2)，166-177。  new window
14.Richins, M. L.、Root-Shaffer, T.(1988)。The role of involvement and opinion leadership in consumer word-of-mouth: An implicit model made explicit。Advances in Consumer Research，15(1)，32-36。  new window
15.Wong, A.、Sohal, A.(2003)。Service quality and customer loyalty perspectives on two level of retail relationship。Journal of Services Marketing，17(5)，495-513。  new window
16.Webster, F. E. Jr.(1994)。Defining the New Marketing Concept。Marketing Management，2(4)，22-31。  new window
17.File, Karen M.、Cermak, Dianne S. P.、Prince, Russ Alan(1994)。Word-of-mouth effects in professional services buyer behavior。The Service Industries Journal，14(3)，301-314。  new window
18.Bowman, Douglas、Narayanadas, Das(2001)。Managing Customer-initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-mouth Behavior。Journal of Marketing Research，38(3)，281-297。  new window
19.Bloemer, J.、Ruyter, K. D.、Peeters, P.(1998)。Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction。International Journal of Bank Marketing，16(7)，276-286。  new window
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21.Alexandris, K.、Tsorbatzoudis, C.、Grouios, G.(2002)。Perceived constraints on recreational sport participation: Investigating their relationship with intrinsic motivation, extrinsic motivation and amotivation。Journal of Leisure Research，34(3)，233-252。  new window
22.Lehtinen, Jarno R.、Lehtinen, Uolevi(1991)。Two Approaches to Service Quality Dimensions。The Service Industries Journal，11(3)，287-303。  new window
23.Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review，78(4)，105-113。  new window
24.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
25.Swan, John E.、Oliver, Richard L.(1989)。Postpurchase communications by consumers。Journal of Retailing，65(4)，516-533。  new window
26.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
27.Agarwal, Sanjeev、Teas, R. Kenneth(2001)。Perceived value: Mediating role of perceived risk。Journal of Marketing Theory and Practice，9(4)，1-14。  new window
28.Anderson, Eugene W.(1998)。Customer satisfaction and Word-of-Mouth。Journal of Service Research，1(1)，5-17。  new window
29.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
30.Dabholkar, P. A.、Thorpe, D. I.、Rentz, J. O.(1996)。A Measure of Service Quality for Retail Stores: Scale Development and Validation。Journal of the Academy of Marketing Science，24(1)，3-16。  new window
31.Westbrook, Robert A.(1987)。Product/Consumption-based Affective Responses and Postpurchase Processes。Journal of Marketing Research，24(3)，258-270。  new window
32.Wang, Y.、Lo, H. P.、Yang, Y.(2004)。An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China’s Telecommunication Industry。Information Systems Frontiers，6(4)，325-340。  new window
33.Wirtz, J.、Chew, P.(2002)。The Effects of Incentives, Deal Proneness, Satisfaction and Tie Strength on Word-of-Mouth Behavior。International Journal of Service Industry Management，13(2)，141-162。  new window
會議論文
1.Anderson, E. W.、Sullivan, M. W.(1990)。Customer Satisfaction and Retention Across Firms。The TIMS College of Marketing Special Interest Conference on Service Marketing。Nashville, TN。343-351。  new window
圖書
1.行政院主計處(2011)。國民所得統計年報(民國99 年)。臺北：行政院主計處。  延伸查詢new window
2.Gronroos, C.(1990)。Service management and marketing: Managing the Moments of Truth in Service Competition。Massachusetts：Lexington Books, Lexington。  new window
3.Kotler, P.(2003)。Marketing management。Upper Saddle River, NJ：Prentice-Hill。  new window
4.Sasser, W. E.、Olsen ; R. P.、Wyckof, D. D.(1978)。Management of service operations: Test, cases, and readings。Boston, MA：Allyn& Bacon, Inc。  new window
5.行政院主計總處(1991)。中華民國行業標準分類。臺北：行政院主計總處。  延伸查詢new window
6.杉本辰夫、盧淵源(1986)。事務、營業、服務的品質管制。中興管理顧問公司。  延伸查詢new window
7.Guilford, Joy Paul(1965)。Fundamental Statistics in Psychology and Education。McGraw-Hill。  new window
8.Heskett, J. L.、Sasser, W. E.、Hart, C. W.(1989)。Service breakthroughs: changing the rules of the games。New York：The Fress Press。  new window
 
 
 
 
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