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題名：溫泉飯店服務品質、關係品質與顧客行為意向相關性之研究--以泰安觀止溫泉飯店為例
書刊名：觀光與休閒管理期刊
作者：劉正智／林柏宏 引用關係／廖煥森 引用關係
作者(外文)：Liu, Cheng-chih／Lin, Po-hong／Liao, Huan-shen
出版日期：2016
卷期：4:2
頁次：頁164-179
主題關鍵詞：溫泉飯店；服務品質；關係品質；顧客行為意向；Hot spring hotel；Service quality；Relationship quality；Customers' behavior intention
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(2) 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:2
  • 共同引用共同引用:71
  • 點閱點閱:33
近年來，由於國人生活品質提高，顧客意識抬頭，對於溫泉休閒飯店要求愈趨嚴格，亟須以顧客導向滿足消費者需求。本研究檢視泰安觀止溫泉飯店顧客服務品質、顧客關係品質、消費後顧客行為意向間關係。研究顯示，溫泉飯店的服務品質與顧客的行為意向具有正向相關性，飯店的服務品質與顧客的關係品質具有正向相關性，飯店的關係品質與顧客的行為意向具有正向相關性，在飯店服務品質對顧客行為意向效應中，關係品質具有部份中介效應。
In hot spring study, service quality evaluation, customer relationship evaluation, and surveys of customer behavior intention after consumption and population statistics variables were conducted to the travelers who had actually consumed in ONSEN PAPAWAQA, and the relationships between variables was examined. By understanding the relationships between the variables with empirical evidence, references to practical management can be provided to hotel management. The study result shows that costumers' behavior intention significantly differs with their education, and behavior intention significantly differ with customers' occupation. In addition, service quality and customers' relationship quality are related; service quality and customers' behavior intention are related. Finally, the relationship quality mediates the relationship between service quality and customers behavior intention.
期刊論文
1.李孟訓、周建男、林俞君(20061200)。休閒農場之服務品質、關係品質與顧客忠誠度之關聯性研究。農業經濟半年刊，80，125-168。new window  延伸查詢new window
2.Boles, J. S.、Barksdale, H. C. Jr.、Johnson, J. T.(1997)。Business relationships: an examination of the effects of buyer-salesperson relationships on customer retention and willingness to refer and recommend。Journal of Business and Industrial Marketing，12(3/4)，248-258。  new window
3.李青松、鍾侑玎、陳欣怡、車成緯(20100600)。特色商圈意象、餐廳服務品質與關係品質之研究--以新竹北埔特色商圈之客家餐廳為例。運動休閒餐旅研究，5(2)，1-19。new window  延伸查詢new window
4.De Ruyter, K.、Van Birgelen, M.、Wetzels, M.(1998)。Consumer ethnocentrism in international services marketing。International Business Review，7(2)，185-202。  new window
5.Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research，24(4)，337-346。  new window
6.Leuthesser, Lance(1997)。Supplier Relational Behavior: An Empirical Assessment。Industrial Marketing Management，26(3)，245-254。  new window
7.Castleberry, S. B.、McIntyre, F. S.(1992)。Consumer's Quality Evaluation Process。Journal of Applied Business Research，8(3)，74-82。  new window
8.Zeithaml, V. A.、Berry, L. L.、Parasuraman, A.(1996)。The behavior consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
9.Lewis, B. R.、Vincent, M.(1990)。Defining and measuring th quality of consumer service。Marketing Intelligence & Planning，8(6)，11-18。  new window
10.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
11.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
12.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing，54(3)，68-81。  new window
13.Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing，14(8)，737-764。  new window
14.Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing，61(2)，35-51。  new window
15.Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology，51(6)，1173-1182。  new window
16.Cronbach, Lee J.(1951)。Coefficient alpha and the internal structure of tests。Psychometrika，16(3)，297-334。  new window
17.Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research，32(1)，54-65。  new window
18.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
19.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
20.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
21.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
學位論文
1.呂嘉和(2005)。溫泉業服務品質與顧客滿意之關聯性研究(碩士論文)。國立高雄第一科技大學。  延伸查詢new window
2.何明政(1999)。零售服務品質與顧客行為意向之實證研究-以台南市大型百貨公司為例(碩士論文)。國立成功大學。  延伸查詢new window
3.莊景弼(2000)。我國網路銀行關係品質模式之研究(碩士論文)。大葉大學。  延伸查詢new window
4.董景福(2001)。國際運輸服務業關係品質服務構面與服務價值關係之研究(碩士論文)。國立中山大學。  延伸查詢new window
5.林介民(2000)。服務品質、服務價值與顧客行為意向相關性之研究--以台南市三商銀為例(碩士論文)。國立成功大學。  延伸查詢new window
6.胡凱傑(2003)。應用服務品質量表與知覺價值模式探討旅客再消費意願之影響因素：以汽車客運業為例(博士論文)。國立交通大學。new window  延伸查詢new window
7.徐嘉君(1999)。登山活動參與者行為意向之研究(碩士論文)。中國文化大學。  延伸查詢new window
圖書
1.姚德雄(1997)。旅館產業的開發與規劃。臺北市：揚智文化。  延伸查詢new window
2.Walker, J. R.(2006)。Introduction to Hospitality。New Jersey：Pearson Prentice Hall。  new window
3.楊家豪(2016)。2016年我國觀光旅遊業現況與展望。台灣經濟研究院。  延伸查詢new window
4.Kotler, Philip(1999)。Marketing management: analysis, planning, implementation and control。Prentice-Hall。  new window
其他
1.交通部觀光局(2015)。觀光旅遊業之現況與展望。  延伸查詢new window
2.交通部觀光局(2016)。觀光旅館房間數及家數總表。  延伸查詢new window
3.黃穎捷(2016)。台灣休閒民宿產業經營攻略全集，http://www.atj.org.tw/newscon1.asp?number=1670/Feb 21。  延伸查詢new window
4.Hotel Association of Canada(2014)。How's Going Green，http://www.hotelassociation.ca/。  new window
5.UNWTO(20150113)。World Tourism Barometer。  new window
圖書論文
1.Cavlek, Nevenka(2006)。Tour Operators and Destination Safety。Tourism, Security & Safety。London：Elsevier。  new window
2.Forbes, Jayne(1999)。Human Rights and the Regulation of Tourism。Human Rights Standards and the Responsibility of Transnational Corporations。Boston：Kluwer Law International。  new window
3.Prosser, R. F.(1992)。The Ethics of Tourism。The Environment in Question: Ethics and Global Issues, Palmer。London：New York：Routledge。  new window
 
 
 
 
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