請用此 Handle URI 來引用此文件:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/26070
完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 林俊昇 | |
dc.contributor.author | Haw-Yi Liang | en |
dc.contributor.author | 梁浩怡 | zh_TW |
dc.date.accessioned | 2021-06-08T06:59:35Z | - |
dc.date.copyright | 2009-06-30 | |
dc.date.issued | 2009 | |
dc.date.submitted | 2009-06-26 | |
dc.identifier.citation | 一、中文部分
1. 邱皓政(2003),「結構方程模式—LISREL的理論、技術與應用」,雙葉書廊 3. 周文賢(2002),「多變量統計分析-SAT/STAT之應用」,智勝文化 4. 張紹勳(2008),「結構方程模式」,雙葉書廊 2. 黃俊英(2008),「行銷研究-管理與技巧,第六版,華泰書局」 二、英文部分 1. Alford, Bruce L. and Sherrell, Daniel L. (1996), “The role of affect in consumer satisfaction judgments of credence-based services”, Journal of Business Research, 37(1), 71-84. 2. Anderson, Rolph E. and Srini Srini S. (2003), “E-satisfaction and e-loyalty: A contingency framework,” Psychology & Marketing, 20(2), 123-138. 3. Argyle, Michael (1992), “Social relationships, “ in Hewstone, Miles, Codol, J.P. and Stephenson G.M., Introduction to Social Psychology, Blackwell, Oxford, 222-240. 4. Athanassopoulos, Antreas D. (2000), “Customer satisfaction cues to support market segmentation and explain switching behavior”, Journal of Business Research, 47(3), 191-207. 5. Babin, Barry J. and Darden, William R. (1996), “Good and bad shopping vibes: spending and patronage satisfaction”, Journal of Business Research, 35(3), 201-206. 6. Babin, Barry J., Darden, William R. and Griffin, Mitch (1994), “Work and/or fun: measuring hedonic and utilitarian shopping value”, Journal of Consumer Research, 20(4), 644-656. 7. Bailey, Jeffrey J., Gremler, Dwayne D. and McCollough, Michael A. (2001), “Service encounter emotional value: the dyadic influence of customer and employee emotions,” Service Marketing Quaterly, 23(1), 1-24. 8. Baker, Julie (1987), “The role of the environment in marketing services: the consumer perspective,” in Czepiel, J.A., Congram, C.A. and Shanahan, J., The Services Challenge: Integrating for Competitive Advantage, American Marketing Association, Chicago, IL, 79-84. 9. Baker, Julie, Grewal, Dhruv and Parasuraman, A. (1994), “The influence of store environment on quality inferences and store image”, Journal of the Academy of Marketing Science, 22 (Fall), 328-339. 10. Baker, Julie, Levy, Michael and Grewal, Dhruv (1992), “An experimental approach to making retail store environmental decisions”, Journal of Retailing, 68(4), 445-60. 11. Baker, Julie, Parasuraman, A., Grewal, Dhruv and Voss, Glenn B. (2002), “The influence of multiple store environment cues on perceived merchandise value and patronage intentions”, Journal of Marketing, 66(2), 120-41. 12. Berry, Leonard, and Terry Clark (1986), 'Four ways to services more tangible,' Business, 36(4), 53-54. 13. Bitner, Mary Jo (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, 54 (2), 69-82. 14. Bitner, Mary Jo (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, 56 (2), 57-71. 15. Bitner, Mary Jo (1986), “Consumer responses to the physical environment in service settings,” in Venkatesan, M., Schmalensee, D.M. and Marshall, C., Creativity in Services Marketing, Chicago, American Marketing Association, 89-93. 16. Booms, Bernard H. and Bitner, Mary Jo (1982), “Marketing services by managing the environment, “ Cornell Hotel and Restaurant Administration Quarterly, 23 (1), 35-39. 17. Brady, Michael K. and Joseph Cronin Jr. (2001), “Some new thoughts on conceptualizing perceived service quality: a hierarchical approach,” Journal of Marketing, 65 (3), 34-49. 18. Brief, Arthur P., Bruke Michael J., George, Jennifer M., Robinson, Brian S. and Webster, Jane (1988),” Should negative affectivity remain an enmeasured variable in the study of job stress?” Journal of Applied Psychology, 73(2), 193-98. 19. Brocato, E.Deanne and Kleiser, Susan B. (2005), “ Influence of other customers: a scale development,” American Marketing Association, Conference Proceedings, 16, 128 20. Brown, Carolyn Shaw and Sulzer-Azaroff, Beth (1994), “An assessment of the relationship between customer satisfaction and service friendliness”, Journal of Organizational Behavior Management, 14, 55-75. 21. Burns, David J. and Neisner, Lewis (2006), “Customer satisfaction in a retail Setting:The Contribution of emotion,” International Journal of Retail & Distribution Management, 34(1), 49-66. 22. Butcher, Ken, Sparks, Beverley and O'Callaghan, Frances (2001), “Evaluative and relational influences on service loyalty,” International Journal of Service Industry Management, 12(4), 310-327. 23. Chang, Kyungro (2000),” The impact of perceived physical environments on customers' satisfaction and return intentions,” Journal of Professional Services Marketing, 21(2), 75-85. 24. Chebat, Jean-Charles, Filiatrault, Pierre, Ge′linas-Chebat, Claire and Vaninsky, Alexander (1995), “Impact of waiting attribution and consumer’s mood on perceived quality”, Journal of Business Research, 34(3), 191-6. 25. Chiou, Jyh-Shen, Droge, Cornelia and Hanvanich, Sangphet, (2002),”Does customer knowledge affect how loyalty is formed?” Journal of Service Research, 5(2), 113-124. 26. Countryman, Cary C. and Jang, SooCheong (2006), “The effects of atmospheric elements on customer impression: the case of hotel lobbies,” International Journal of Contemporary Hospitality Management, 18(7), 534-545. 27. Cronin, J. Joseph Jr., Brady, Michael K. and Hult, G. Tomas M. (2000), “Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments”, Journal of Retailing, 76 (2), 193-217. 28. Dabholkar, Pratibha A. (1994), “Incorporating choice into an attitudinal framework: analyzing models of mental comparison processes”, Journal of Consumer Research, 21 (1), 100-9. 29. Darley, John M.. and Gilbert, Daniel T. (1985), “Social psychological aspects of environmental psychology,” in Lindzey, Gardner, and Aronson, Elliot, Handbook of Social Psychology, NY, Random House, 949-992. 30. Davies, Barry, Baron, Steve and Harris, Kim (1999), “Observable oral participation in the servuction system: toward a content and process model”, Journal of Business Research, 44(1), 47-53. 31. Donovan, Robert J. and Rossiter, John R. (1982), “Store atmosphere: an environmental psychology approach”, Journal of Retailing, 58(1), 34-57. 32. Ennew, Christine T. and Binks, Martin R. (1999), “Impact of participative service relationships on quality, satisfaction and retention: an exploratory study”, Journal of Business Research, 46(2), 121-32. 33. Eroglu, Sevgin A. and Harrell, Gilbert D. (1986), “ Retail crowding: theoretical and strategic implications,” Journal of Retail, 62(4), 347-363. 34. Eroglu, Sevgin A., Machleit, Karen A. and Barr, Terri Feldman (2005), “Perceived retail crowding and shopping satisfaction: the role of shopping values,” Journal of Business Research, 58(8), 1146-1153. 35. Forgas, Joseph P. (1995), “Mood and judgment: the affect infusion model (AIM),” Psychological Bulletin, 117(1), 39. 36. Fornell, Claes (1992), “A national customer satisfaction barometer: the swedish experience,” Journal of Marketing, 56(1), 6-21. 37. Gardner, Paula (1985), “Mood states and consumer behavior: a critical review,” Journal of Consumer Research, 12(3), 281-300. 38. Gerbing, David W. and Anderson, James C. (1988), “An updated paradigm for scale development incorporating unidimensionality and its assessment,” Journal of Marketing Research, 25(2), 186 -193. 39. Gorn, Gerald J., Marvin E. Goldberg, and Kunal Basu, (1993), “Mood, awareness and product evaluation,” Journal of Consumer Psychology, 2(3), 237-56. 40. Grove, Stephen J. and Fisk, Raymond P. (1997), “The impact of other customers on service experiences: a critical incident examination of getting along,” Journal of Retailing, 73(1), 63-85. 41. Guenzi, Paolo and Pelloni, Ottavia (2004), “The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider”, International Journal of Service Industry Management, 15(4), 365-384. 42. Harrell, Gilbert D., Hutt, Michael D. and Anderson, James C. (1980), “Path analysis of buyer behavior under conditions of crowding,” Journal of Marketing Research, 17(1), 45-51 43. Hennig-Thurau, Thorsten, Groth, Markus, Paul, Michael and Gremler, Dwayne D. (2006), “Are all smiles created equal? How emotional contagion and emotional labor affect service relationships”, Journal of Marketing, 70(3), 58. 44. Holahan, Charles J. (1986). Environmental psychology, NY, Random House 45. Holbrook, Morris B. and Gardner, Meryl P. (1993). “An approach to investigating the emotional determinants of consumption durations: Why do people consume what they consume for as long as they consume it?” Journal of Consumer Psychology, 2(2), 123-142. 46. Huang, Wen-Hsien (2008), “The impact of other-customer failure on service satisfaction,” International Journal of Service Industry Management, 19(4), 521-536. 47. Hui, Michael K. and Bateson, John E.G. (1991), “Perceived control and the effects of crowding and consumer choice on the service experience”, Journal of Consumer Research, 18(2), 174-84. 48. Hurley, Robert F. and Hooman, Estelami, (1998), “Alternative indexes for monitoring customer perceptions of service quality: a comparative evaluation in a retail context,” Journal of the Academy of Marketing Science, 26 (3), 115-27. 49. Keng, Ching-Jui, Huang, Tseng-Lung, Zheng, Li-Jie and Hsu, Maxwell K. (2007),” Modeling service encounters and customer experiential value in retailing,” International Journal of Service Industry Management, 18(4), 349-367. 50. Kotler, Philip (1973), “Atmospherics as a marketing tool,” Journal of Retailing, 49 (4), 48-64. 51. Langeard, Eric, Bateson, John E. G., Lovelock, Christopher H. and Eiglier, Pierre (1981), Services marketing : new insights from consumers and managers, Cambridge, Marketing Science Institute 52. Liljander, Veronica and Strandvik, Tore (1997), “Emotions in service satisfaction”, International Journal of Service Industry Management, 8(2), 148-169. 53. Louviere, Jordan J. and Gaeth, Gary J. (1987), “Decomposing the determinants of retail facility choice using the method of hierarchical information integration: a supermarket illustration,” Journal of Retailing, 63(1), 25-48. 54. Machleit, Karen A., Eroglu, Sevgin A. and Mantel, Susan Powell (2000), “Perceived retail crowding and shopping satisfaction: what modifies this relationship?” Journal of Consumer Psychology, 9(1), 29-42 55. Machleit, Karen A. and Eroglu, Sevgin A. (2000), “Describing and measuring emotional response to shopping experience”, Journal of Business Research, 49(2), 101-111. 56. Mano, Haim and Oliver, Richard L. (1993), “Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction,” Journal of Consumer Research, 20(3), 451-466. 57. Martin, Charles L. (1996), “Consumer-to-consumer relationships: satisfaction with other consumers’ public behavior”, Journal of Consumer Affairs, 30(1), 146-69. 58. Martin, Charles L. and Pranter, Charles A. (1989), “Compatibility management: customer-to-customer relationships in service environments”, Journal of Services Marketing, 3(3), 5-15. 59. Mattila, Anna S. and Enz, Cathy A. (2002), “The role of emotions in service encounters,” Journal of Service Research, 4(4), 268-277. 60. Mattila, Anna S. and Wirtz, Jochen (2008), “The role of store environmental stimulation and social factors on impulse purchasing,” Journal of Services Marketing, 22(7), 562–567. 61. McGrath, Mary Ann and Otnes, Cele (1995), “Unacquainted influencers: when strangers interact in the retail setting,” Journal of Business Research, 32(3), 261-72. 62. Menon, Kalyani and Dube, Laurette (2000), “Ensuring greater satisfaction by engineering salesperson response to customer emotions,” Journal of Retailing, 76(3), 285-307. 63. Miniard, Paul W., Bhatla, Sunil and Sirdeshmukh, Deepak (1992), “Mood as a determinant of post-consumption product evaluations: mood effects and their dependency on the affective intensity of the consumption experience,” Journal of Consumer Psychology, 1(2), 173-195. 64. Mittal, Vikas, Ross, William T. and Baldasare, Patrick M. (1998), “The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions”, Journal of Marketing, 62(1), 33-47. 65. Mohr, Lois A, and Bitner, Mary Jo (1995), “The role of employee effort in satisfaction with service transactions”, Journal of Business Research, 32(3), 239-252. 66. Moore, Robert, Moore, Melissa L. and Capella, Michael (2005), “The impact of customer-to-customer interactions in a high personal contact service setting ,” Journal of Services Marketing, 19(7), 482-491. 67. Morrison, Michael and Beverland, Michael B. (2003), “In search of the right in-store music,” Business Horizons, 46(6), 77. 68. Normann, Richard (2000), Service Management, NY, John Wiley & Sons 69. Nyer, Prashanth U. (1997), “A study of the relationships between cognitive appraisals and consumption emotions,” Academy of Marketing Science Journal, 25(4), 296-301. 70. Oliver, Richard L. (1993), “Cognitive, affective and attribute bases of the satisfaction response”, Journal of Consumer Research, 20(4), 418-30. 71. Oliver, Richard L. (1997), Satisfaction: a behavioral perspective on the consumer, NY, McGraw-Hill. 72. Oliver, Richard L., Rust, Roland T. and Varki, Sajeev (1997), “Customer delight: foundations, findings, and managerial insight”, Journal of Retailing, 73(3), 311-336. 73. Parasuraman, A., Zeithaml, Valarie A. and Berry, Leonard L. (1988), “Servqual: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, 64(1), 12-40. 74. Phillips, Diane M. (2002), “The role of consumption emotions in the satisfaction response,” Journal of Consumer Psychology, 12(3), 243-252. 75. Prahalad, C.K. and Ramaswamy, Venkatram (2000), “Coopting customer competence”, Harvard Business Review, 78(1), 79-87. 76. Price, Linda L, Arnould, Eric J. and Deibler, Sheila L. (1995), “Coustomers' emotional responses to service encounters,” International Journal of Service Industry Management, 6(3), 34-63. 77. Price, Linda L. and Arnould, Eric J. (1999), “Commercial friendships: service provider-client relationships in context,” Journal of Marketing, 63(4), 38-56. 78. Pugh, S. Douglas (2001), “Service with a smile: emotional contagion in the service encounter”, Academy of Management Journal, 44 (5), 1018-1027. 79. Reynolds, Kristy E. and Beatty, Sharon E. (1999), “Customer benefits and company consequences of customer-salesperson relationships in retailing”, Journal of Retailing, 75(1), 11-32. 80. Richins, Marsha L. (1997), “Measuring emotions in the consumption experience”, Journal of Consumer Research, 24(2), 127-146. 81. Rust, Roland T. and Richard L. (1994), “Service quality: insights and managerial implications from the frontier,” in Rust R. T. and Oliver R. L., Service Quality: New Directions in Theory and Practice, CA, Sage Publications, 1-19. 82. Sherman, Elaine, Mathur, Anil and Smith, Ruth Belk (1997), “Store environment and consumer purchase behavior: mediating role of consumer emotions,” Psychology & Marketing, 14(4), 361-378. 83. Shostack, G. Lynn (1977), “Breaking free from product marketing,” Journal of Marketing, 41(2), 73-80. 84. Söderlund, Magnus and Rosengren, Sara (2004), “Dismantling “positive effect” and its effects on customer satisfaction: an empirical examination of customer joy in a service encounter,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 17, 27-41. 85. Stauss, Bernd and Neuhaus, Patricia (1997), “The qualitative satisfaction model”, International Journal of Service Industry Management, 8(3), 236-249. 86. Szymanski, David M. and Henard, David H. (2001), “Customer satisfaction: a meta-analysis of the empirical evidence”, Journal of the Academy of Marketing Science, 20(1), 16-35. 87. Tax, Stephen S., Brown, Stephen W. and Chandrashekaran, Murali (1998), “Customer evaluations of service complaint experiences: implications for relationship marketing”, Journal of Marketing, 62(2), 60-76. 88. Tsai, Wei-Chi (2001), “Determinants and consequences of employee displayed positive emotions”, Journal of Management, 27(4), 497-512. 89. Tsai, Wei-Chi and Huang, Yin-Mei (2002), “Mechanisms linking employee affective delivery and customer behavioral intentions”, Journal of Applied Psychology, 87 (5), 1001-1008. 90. Upah, Gregory D. and Fulton, James W. (1985), “Situation creation in services marketing,” in Czepiel, J., Solomon, M. and Surprenant, C., The Service Encounter, Lexington, Lexington Books, 255-64. 91. Wakefield, Kirk L. and Baker, Julie (1998), “Excitement at the mall: determinants and effects on shopping response”, Journal of Retailing, 74(4), 515. 92. Wakefield, Kirk L. and Blodgett, Jeffery G. (1994), “The importance of servicescapes in leisure service settings”, Journal of Services Marketing, 8(3), 66-76. 93. Wakefield, Kirk L. and Blodgett, Jeffery G. (1999), “Customer response to intangible and tangible service factors”, Psychology & Marketing, 16(1), 51-68. 94. Westbrook, Robert A. (1981), “Sources of consumer satisfaction with retail outlets,” Journal of Retailing, 57(3), 68-85 95. Westbrook, Robert A. (1987), “Product/consumption-based affective responses and postpurchase processes”, Journal of Marketing Research, 24, 258-270. 96. Westbrook, Robert A. and Oliver, Richard L. (1991), “The dimensionality of consumption emotion patterns and consumer satisfaction,” Journal of Consumer Research, 18(1), 84-91. 97. White, Christopher and Yu, Yi-Ting (2005), “Satisfaction emotions and consumer behavioral intentions,” Journal of Services Marketing, 19(6), 411-420. 98. Winsted, Kathryn Frazer (2000), “Service behaviors that lead to satisfied customers,” European Journal of Marketing, 34(3-4), 399-417. 99. Wirtz, Jochen, Mattila, Anna S. and Tan, Rachel L.P. (2000), “The moderating role of target-arousal on the impact of affect on satisfaction- an examination in the context of service experiences,” Journal of Retailing, 76(3), 347-365. 100. Wong, Amy (2004), “ The role of emotional satisfaction in service encounters,” Managing Service Quality, 14(5), 365-376. 101. Yi, Youjae and Jeon, Hoseong (2003), “Effects of loyalty programs on value perception, program loyalty, and brand loyalty,” Academy of Marketing Science Journal, 31(3), 229-240. 102. Yoo, Changjo, Park, Jonghee and MacInnis, Deborah J. (1998), “Effects of store characteristics and in-store emotional experiences on store attitude”, Journal of Business Research, 42(3), 253-263. 103. Yoon, Sung-Joon and Kim, Joo-Ho (2000), “An empirical validation of a loyalty model based on expectation disconfirmation”, Journal of Consumer Marketing, 17(2), 120-136. 104. Zeithaml, Valarie A., Berry, Leonard L. and Parasuraman, A. (1996), “The behavioral consequences of service quality,” Journal of Marketing, 60 (2), 31-47. 105. Zeithaml, Valarie A., Parasuraman, A. and Berry, Leonard L. (1985), 'Problems and strategies in services marketing,' Journal of Marking, 49(2), 33-46. | |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/26070 | - |
dc.description.abstract | 過去關於服務環境的研究中,鮮少探討服務環境對於顧客情緒的影響,更未有人建立起服務環境的完整模型,因此本研究主要目的是希望能建立起一個完整的服務環境模型,探討其對於顧客情緒以及服務評價的影響。我們提出服務環境是由社交環境以及商店環境兩大部分組成,社交環境包含服務人員以及其他顧客,而商店環境則包含實體環境與商店氣氛。研究結果顯示,社交環境以及商店環境對於顧客情緒都有顯著的影響,當顧客產生正向情緒反應時,會有較高的顧客滿意度以及較正向的行為意圖。本研究顯示出服務環境對於顧客情緒的重要影響,以及顧客情緒在服務傳遞過程中的重要性,並提出服務環境管理的參考建議。 | zh_TW |
dc.description.abstract | The service environment has been found to influence customer perceptions of services. However, there has been little research exploring the impact of service environments on customer emotions and perceptions as a whole. This study aims to propose and test a model that explores the effect of various service environments on
customer emotions and service outcomes. We also propose that service environments include both social environments (perceptions of service employees and other customers) and store environments. Results showed that service environments have a positive influence on customer emotions, which in turn affects customer satisfaction and behavioral intentions. Implications, limitations and future research directions are then discussed. | en |
dc.description.provenance | Made available in DSpace on 2021-06-08T06:59:35Z (GMT). No. of bitstreams: 1 ntu-98-R96724005-1.pdf: 432608 bytes, checksum: 4b30dc7037d37a5741e6eed2cc74c316 (MD5) Previous issue date: 2009 | en |
dc.description.tableofcontents | 目錄
誌謝 I 摘要 II Abstract III 目錄 IV 圖目錄 V 表目錄 VI 第一章 緒論 1 第一節 研究動機與目的 1 第二節 研究流程 3 第二章 文獻探討 4 第一節 顧客情緒與服務環境 4 第二節 社交環境、顧客情緒與顧客滿意度 6 第三節 商店環境、顧客情緒與顧客滿意度 9 第四節 顧客情緒、顧客滿意度與行為意圖 11 第三章 研究方法 13 第一節 研究架構 13 第二節 研究假說 14 第三節 研究變數定義與衡量 15 第四節 研究設計與研究工具 17 第五節 資料分析方法 18 第四章 研究結果 20 第一節 樣本特性分析 20 第二節 衡量模型分析 24 第三節 線性結構關係模式 30 第五章 研究結論與建議 36 第一節 研究結論 36 第二節 研究貢獻 41 第三節 管理意涵 42 第四節 研究限制與後續研究建議 44 參考文獻 46 | |
dc.language.iso | zh-TW | |
dc.title | 服務環境與顧客情緒之探討 | zh_TW |
dc.title | The Effect of Service Environments on
Customer Emotions and Service Outcomes | en |
dc.type | Thesis | |
dc.date.schoolyear | 97-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 陳厚銘,謝佩玲 | |
dc.subject.keyword | 社交環境,商店環境,顧客情緒, | zh_TW |
dc.subject.keyword | Social Factors,Store Environments,Customer Emotions, | en |
dc.relation.page | 57 | |
dc.rights.note | 未授權 | |
dc.date.accepted | 2009-06-26 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 國際企業學研究所 | zh_TW |
顯示於系所單位: | 國際企業學系 |
文件中的檔案:
檔案 | 大小 | 格式 | |
---|---|---|---|
ntu-98-1.pdf 目前未授權公開取用 | 422.47 kB | Adobe PDF |
系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。