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題名：轉換成本與服務涉入對過度服務、知覺價值與再購意願間干擾效果之研究--以海底撈餐廳為例
書刊名：休憩管理研究
作者：朱永蕙
作者(外文)：Chu, Yung-hui
出版日期：2018
卷期：5:1
頁次：頁1-24
主題關鍵詞：過度服務；知覺價值；再購意願；轉換成本；服務涉入；Excessive service；Perceived value；Repurchase intention；Switching cost；Service involvement
原始連結：連回原系統網址new window
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本研究主要探討過度服務、知覺價值與再購意願之間的影響，以及轉換成本與服務涉入在變項間的干擾效果。本研究採立意抽樣，並於現場發放問卷。運用迴歸分析探討變項間的關係與影響，再以階層迴歸分析檢測轉換成本與服務涉入的干擾效果。研究結果發現：（1）過度服務對知覺價值具有正向顯著影響，且轉換成本中的「失去既有優惠的成本」與「不確定成本」，在過度服務與知覺價值之間具有干擾效果；（2）知覺價值對再購意願具有正向顯著影響，且服務涉入中的「情感面」與「認知面」在知覺價值與再購意願之間具有干擾效果。
This study aims to investigate the influence among excessive service, perceived value, and repurchase intention, as well as the moderating effect of switching cost and service involvement. Data has been collected by on-site survey with purposive sampling. Regression analysis has been applied to analyze variables. Moderating effect of switching cost and service involvement has been tested by hierarchical regression analysis. Results have shown that excessive service has a positive significant influence on perceived value. Among the previously mentioned ＂significant influence,＂ only two aspects of moderating effect of switching cost, namely ＂benefit lost cost＂ and ＂uncertain cost＂ has significant influence. Additionally, perceived value has a positive significant influence on repurchase intention. Among the previously mentioned ＂significant influence,＂ only two aspects of moderating effect of service involvement, namely ＂emotion＂ and ＂cognition＂ has significant influence.
期刊論文
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研究報告
1.臺灣經濟部統計處(2017)。批發、零售及餐飲業營業額統計。  延伸查詢new window
學位論文
1.張綉綾(2011)。運用關鍵事件法探討餐飲業過度服務行為(碩士論文)。國立高雄餐旅大學，高雄市。  延伸查詢new window
2.曾繽卉(2013)。國際觀光旅館餐廳主管觀點探討服務失誤與過度服務(碩士論文)。國立高雄餐旅大學，高雄市。  延伸查詢new window
3.李怡君(2011)。消費者對餐飲業過度服務現象認知研究(碩士論文)。國立高雄餐旅大學。  延伸查詢new window
4.蔡亞璇(2013)。餐飲服務失誤與過度服務之研究--以W連鎖牛排館為例(碩士論文)。國立高雄餐旅大學，高雄市。  延伸查詢new window
5.蔡佩芳(2014)。消費者對W連鎖牛排餐廳過度服務認知研究(碩士論文)。國立高雄餐旅大學，高雄市。  延伸查詢new window
圖書
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其他
1.(2016)。產業分析：餐飲業發展趨勢，http://www.twtrend.com/upload/shares/a_14677090750.pdf， 。  延伸查詢new window
2.(2017)。美國零售銷售與餐飲服務，https://stockai.com/eom-1-RSAFS。  延伸查詢new window
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