請用此 Handle URI 來引用此文件:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/74231
完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 黃恆獎(Heng-Chiang Huang) | |
dc.contributor.author | Ju-Yu Peng | en |
dc.contributor.author | 彭茹毓 | zh_TW |
dc.date.accessioned | 2021-06-17T08:25:26Z | - |
dc.date.available | 2020-08-15 | |
dc.date.copyright | 2019-08-15 | |
dc.date.issued | 2019 | |
dc.date.submitted | 2019-08-12 | |
dc.identifier.citation | 文崇一、楊國樞,2001,初版,訪問調查法,社會及行為科學研究法下冊,台北,東華。
林建宏、吳孟采、黃俊淵、蔡宜靜、黃俊欽,2015,「商店氣氛、消費者情緒、體驗價值對顧客滿意度之影響:以提卡異國料理餐廳為例」,興國學報,16期,頁 107-126。 政府出版物:TTR台灣趨勢研究股份有限公司(2018):產業分析:餐飲業發展趨勢(2018),台北:台灣趨勢研究股份有限公司。 陳儒賢、劉桓合,2017,「餐廳服務品質、食物品質;環境氣氛、消費者滿意度與消費者忠誠度之相關性研究」,環境與管理研究,17(2),頁 1-30。 萬文隆,2004,「深度訪談在質性研究中的應用」,生活科技教育月刊,37(4),頁 17-23。 Ahmad, S. N. 2016, The Role of Social Facilitation Theory on Consumer Decision Making: A Conceptual Framework. American Journal of Management, 16(2): 80-89. Argo, J. J., Dahl, D. W., & Manchanda, R. V. 2005, The Influence of a Mere Social Presence in a Retail Context. Journal of Consumer Research, 32(2): 207-212. Babina, B. J. & Attaway, J. S. 2000, Atmospheric Affect as a Tool for Creating Value and Gaining Share of Customer. Journal of Business Research, 49(2): 91-99. Bagozzi, R. P., Gopinath, M., & Nyer, P. U. 1999, The Role of Emotions in Marketing. Journal of the Academy of Marketing Science, 27(2): 184-206. Baker, J., Levy, M., & Grewal, D., An Experimental Approach to Making Retail Store Environment Decisions. Journal of Retailing. 68(4): 445-460. Bandura, A. 1977, Social Learning Theory. New Jersey, NJ: Prentice Hall. Bandura, A. 1986, Social Foundations of Thought and Action: A Social Cognitive Theory. New Jersey, NJ: Prentice Hall. Bandura, A. 1989, Human Agency in Social Cognitive Theory. American Psychologist, 44(9): 1175-1184. Baron, R. S., Moore, D., & Sanders, G. S. 1978, Distraction as a Source of Drive in Social Facilitation Research. Journal of Personality and Social Psychology, Vol. 36: 816-824. Barsky, J. & Nash, L. 2002, Evoking Emotion: Affective Keys to Hotel Loyalty. Cornell Hotel and Restaurant Administration Quarterly, 43(1): 39‐46. Bearden, W., Netemeyer, R., & Teel, J. 1989, Measurement of Consumer Susceptibility to Interpersonal Influence. Journal of Consumer Research, 15(4): 473-481. Bernreuter, R. G. 1933, The Measurement of Self-Sufficiency. The Journal of Abnormal and Social Psychology, 28(3): 291-300. Brady, M. K. & Cronin Jr., J. J. 2001, Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3): 34‐49. Cassidy, T. 1997, Environmental Psychology: Behavior and Experience in Context, GB: Psychology Press Ltd. Chartrand, T. L. & Lakin, J. L. 2013, The Antecedents and Consequences of Human Behavioral Mimicry. Annual Review of Psychology, Vol.64: 285-308. Christopher, M., Payne, A. & Ballantyne, D. 1991, Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, GB: Butterworth‐Heinemann. Cottrell, N.B. 1972, Social Facilitation, In McClintock, C.G. (Ed.), Experimental Social Psychology, New York, NY: Holt, Rinehart & Winston. Dewan, S., Ho, Y. J., & Ramaprasad, J. 2017, Popularity or Proximity: Characterizing the Nature of Social Influence in an Online Music Community. Information Systems Research, 28(1): 117-136. Doyle, S. A. & Broadbridge, A. 1999, Differentiation by Design: the Importance of Design in Retailer Repositioning and Differentiation. International Journal of Retail & Distribution Management, 27(2): 72-83. Duval, S. & Wicklund, R.A. 1972, A Theory of Objective Self-Awareness, New York, NY: Academic Press. Eisenberg, A. E., Baron, J., & Seligman, M. E. 1998, Individual Differences in Risk Aversion and Anxiety. Psychological Bulletin, 87(1): 245-251. Ert, E. & Erev, I. 2013, On the Descriptive Value of Loss Aversion in Decisions under Risk: Six Clarifications. Judgment and Decision Making, 8(3): 214-235. Escalas, J. E. & Bettman, J. R. 2003, You Are What They Eat: The Influence of Reference Groups on Consumers’ Connections to Brands. Journal of Consumer Psychology, 13(3): 339-348. Gaumer, C. J. & LaFief, W. C. 2005, Social Facilitation. Journal of Food Products Marketing, 11(1): 75-82. Gigerenzer, G. & Gaissmaier, W. 2011, Heuristic Decision Making. Annual Review of Psychology, Vol.62: 451-482. Grewala, D. & Baker, J. 1994, Do Retail Store Environmental Factors Affect Consumers' Price Acceptability? An Empirical Examination. International Journal of Research in Marketing, 11(2): 107-115. Guéguen, N., Jacob, C. & Martin, A. 2009, Mimicry in Social Interaction: Its Effect on Human Judgment and Behavior. European Journal of Social Sciences, 8(2): 253-259 Houghton Mifflin Company 2006, American Heritage Dictionary of the English Language, 4th ed., Massachusetts, MA: Houghton Mifflin. Huang, X., Huang, Z., & Wyer Jr., R. S. 2018, The Influence of Social Crowding on Brand Attachment. Journal of Consumer Research, Vol.44: 1068-1084. Huang, Y., Shi, J., & Wang, L. 2012, Consumer Susceptibility to Interpersonal Influence in Mainland China. Asian Journal of Social Psychology, Vol.15: 140-144. Jamal, A. & Goode, M. 2001, Consumers and Brands: A Study of the Impact of Self‐Image Congruence on Brand Preference and Satisfaction. Marketing Intelligence & Planning, 19(7): 482-492. Khare, A., Mishra, A., Parveen, C., & Srivastava, R. 2011, Influence of Consumers’ Susceptibility to Interpersonal Influence, Collective Self-Esteem and Age on Fashion Clothing Involvement: A Study on Indian Consumers. Journal of Targeting, Measurement and Analysis for Marketing, 19(3)(4): 227-242. Koster, E. H. W., Crombez, G., Van Damme, S., Verschuere, B., & De Houwer, J. 2004, Does Imminent Threat Capture and Hold Attention? Emotion, 4(3): 312-317. Köster, E. P. 2009, Diversity in the Determinants of Food Choice: A Psychological Perspective. Food Quality and Preference, 20(2): 70-82. Kressmann, F., Sirgy, M. J., Herrmann, A., Huber, F., Huber, S., & Lee, D. J. 2006, Direct and Indirect Effects of Self-Image Congruence on Brand Loyalty. Journal of Business Research, 59(9), 955-964. Kusumowidagdo, A., Sachari, A., & Widodo, P. 2012, The Impact of Atmospheric Stimuli of Stores on Human Behavior. Procedia - Social and Behavioral Sciences, Vol.35: 564-571. La Barbera, P. & Mazursky, D. 1983, A Longitudinal Assessment of Consumer Satisfaction/ Dissatisfaction: The Dynamic Aspect of the Cognitive Process. Journal of Marketing Research: 393-404. Ladhari, R., Brun, I., & Morales, M. 2008, Determinants of Dining Satisfaction and Post-Dining Behavioral Intentions. International Journal of Hospitality Management, 27(4): 563-573. Leijer, T. D. 2010, Reference Groups as a Source of Consumer Uncertainty. Unpublished bachelor thesis, University of Tilburg, Tilburg, Nederland. Ma, L., Krishnan, R., Montgomery, & Montgomery, A. L. 2015, Latent Homophily or Social Influence? An Empirical Analysis of Purchase within a Social Network. Management Science, 61(2): 454-473. Mitchell, V. W. 1992, Understanding Consumers’ Behaviour: Can Perceived Risk Theory Help? Management Decision, 30(3): 26-31. Mogg, K., McNamara, J., Powys, M., Rawlinson, H., Seiffer, A., & Bradley, P. B. 2000, Selective Attention to Threat: A Test of Two Cognitive Models of Anxiety. Cognition & Emotion, 14(3): 375-399. Mulyanegara, R. C., Tsarenko, Y. & Anderson, A. 2009, The Big Five and Brand Personality: Investigating the Impact of Consumer Personality on Preferences towards Particular Brand Personality, Journal of Brand Management, 16(4): 234-247. Namkung, Y. & Jang, S. 2007, Does Food Quality Really Matter in Restaurants? Its Impact on Customer Satisfaction and Behavioral Intentions. Journal of Hospitality & Tourism Research, 31(3): 387-410. Palmer, A. 2010, Customer Experience Management: A Critical Review of an Emerging Idea. Journal of Services Marketing, 24(3): 196-208. Qu, S. Q. & Dumay, J. 2011, The Qualitative Research Interview. Qualitative Research in Accounting & Management, 8(3): 238-264. Rafaeli, S. & Noy, A. 2002, Online Auctions, Messaging, Communication and Social Facilitation: A Simulation and Experimental Evidence. European Journal of Information Systems, 11(3). 196-207. Soto, C. J. & John, O. P. 2017, Short and Extra-Short Forms of the Big Five Inventory-2: The BFI-2-S and BFI-2-XS. Journal of Research in Personality, Vol.68: 69-81. Tanner, R. J., Ferraro, R., Chartrand, T. L., Bettman, J. R., & Van Baaren, R. 2007, Of Chameleons and Consumption: The Impact of Mimicry on Choice and Preferences. Journal of Consumer Research, Vol.34: 754-766. Tombs, A. & McColl-Kennedy, J. R. 2003, Social-Servicescape Conceptual Model. Marketing Theory, 3(4): 447-475. Tombs, A. G. & McColl-Kennedy, J. R. 2010, Social and Spatial Influence of Customers on Other Customers in the Social-Servicescape. Australasian Marketing Journal, Vol.18: 120-131. Turley, L. W. & Milliman, R. E. 2000, Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence. Journal of Business Research, Vol.49: 193-211. Van Baaren, R. B., Holland, R. W., Steenaert, B., & Van Knippenberg, A. 2003, Mimicry for Money: Behavioral Consequences of Imitation. Journal of Experimental Social Psychology, 39(4): 393-398. Van Ittersum, K. & Wansink, B. 2012, Plate Size and Color Suggestibility: The Delboeuf Illusion’s Bias on Serving and Eating Behavior. Journal of Consumer Research, 39(2): 215-228. Vogt, J., De Houwer, J., Crombez, G., & Van Damme, S. 2013, Competing for Attentional Priority: Temporary Goals versus Threats. Emotion, 13(3): 587-598. White, K. & Argo, J. J. 2011, When Imitation Doesn’t Flatter: The Role of Consumer Distinctiveness in Responses to Mimicry. Journal of Consumer Research, 38(4): 667-680. Xiaoyuan, L. 2014, Risk Aversion Behaviors of Consumers with Different Impulse Buying Tendency. In 2014 Seventh International Symposium on Computational Intelligence and Design, Vol.1: 336-339. Zajonc, R. B. 1965, Social facilitation. Science, Vol.149: 269-274. | |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/74231 | - |
dc.description.abstract | 社會影響在消費者行為領域裡是非常熱烈討論的議題,在典型的消費場景裡,與銷售人員或服務人員互動可能影響顧客的消費體驗甚至行為。不過,即使是沒有互動的其他客人也可能影響顧客的行為和決策。在社會心理學裡,單純在場的他人對於個體的影響可以透過社會促進理論(Social Facilitation Theory, SFT)解釋,不過,應用於行銷領域的相關文獻並不多,僅少數學者針對沒有互動、單純在場的他人可能對消費者行為造成的影響進一步探討,研究範圍又多以零售購物場域為主,然而,像餐廳這種類型的服務場域,除了服務人員,其他客人極有可能影響顧客行為甚至是用餐體驗,進而影響後續行為包括再光臨意願。因此,本研究希望可以將社會促進理論運用於餐廳場域裡,選定較多機會受其他客人影響的自助餐廳,透過半結構式的深度訪談,探討沒有互動、單純在場的其他客人是否會且如何影響顧客的行為、情緒和用餐體驗。考量用餐場域裡單純在場的其他客人對顧客的影響,可能與顧客本身的行為、特質等其他因素有關,因此於第二章文獻回顧的部分加入社會學習與模仿行為、社會影響與個人特質相關研究的討論。研究結果發現,無論用餐或是在餐廳內走動時,顧客會根據過去經驗和刻板印象,認為高度異質性的其他客人可能引起負面情緒、損害用餐體驗,因此本能地提高對這些潛在威脅的注意;而夾取餐點時,顧客有自動觀察、模仿同質性其他客人的傾向,人格特質或受他人影響程度會影響模仿行為的可能性。本研究呼應過去的相關理論模型且加以整合與擴充,提出符合自助餐廳場域其他客人對顧客體驗影響的概念模型,並為餐廳業者提供行銷意涵和建議,最後說明本研究的研究限制和未來研究方向。 | zh_TW |
dc.description.abstract | Social influence is a popular topic in the field of consumer behavior. In a typical consumption scenario, interaction with sales or service personnel may affect the customer's experience and consumption behavior. However, the mere presence of other customers may influence consumer behavior and decision-making as well. In social psychology, the influence of the mere presence of others can be explained by Social Facilitation Theory. Although empirical research have found that Social Facilitation Theory can be applied to various occasions, there are few marketing-related literatures. However, in the servicescapes like restaurants, besides the service personnel, the mere presence of others are very likely to influence customers’ dining behavior and even the customer experience, which affects the repurchase intentions. As a result, we aim to explore the possible influence of mere presence of others on the customer's behavior, affect and dining experience in the buffet restaurants. We also consider social learning, imitation, and personality traits may moderate the influence of social influence. Through the in-depth interviews, we find that according to customers’ own experience and stereotypes, they instinctively increase the attention to the mere presence of the heterogeneous others and have the automatic tendency to imitate the homogeneous others while picking meals. According to those findings, we expand the previous research and propose a conceptual model of the influence of mere presence of others on customer experience in the buffet restaurants. Finally, related marketing implications and suggestions for the buffet restaurants are provided and the limitations and further directions of this research are discussed. | en |
dc.description.provenance | Made available in DSpace on 2021-06-17T08:25:26Z (GMT). No. of bitstreams: 1 ntu-108-R06724009-1.pdf: 1027652 bytes, checksum: 492fc28e17ec116fb658e8ec7e21f8ff (MD5) Previous issue date: 2019 | en |
dc.description.tableofcontents | 目錄
口試委員審定書 I 致謝 II 摘要 III ABSTRACT IV 圖目錄 VIII 表目錄 VIII 第一章 緒論 9 第一節 研究背景與動機 9 第二節 研究目的與研究問題 10 第三節 研究流程與架構 11 第二章 文獻回顧 13 第一節 社會促進理論 13 第二節 社會學習、社會認知與模仿行為 16 第三節 社會影響與個人特質 17 第四節 顧客用餐體驗 19 第三章 研究方法 22 第一節 質化研究與深度訪談 22 第二節 訪談設計與對象 27 第三節 名詞定義 32 第四章 研究結果 33 第一節 用餐過程中單純在場的其他客人 33 第二節 取餐過程單純在場的其他客人 35 第三節 社會促進效果與顧客用餐體驗 39 第五章 結論與建議 45 第一節 結論 45 第二節 行銷意涵與建議 46 第三節 研究限制 46 第四節 未來研究方向 47 參考文獻 48 | |
dc.language.iso | zh-TW | |
dc.title | 其他客人在場出現對顧客用餐體驗的影響-以自助餐廳為例 | zh_TW |
dc.title | The Influence of Others’ Mere Presence on Customer Experience: The Case of Buffet Restaurants | en |
dc.type | Thesis | |
dc.date.schoolyear | 107-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 王仕茹,葛致慧 | |
dc.subject.keyword | 消費者行為,社會促進理論,顧客用餐體驗,社會影響,單純在場, | zh_TW |
dc.subject.keyword | Consumer behavior,Social facilitation theory,Customer dining experience,Social influence,Mere presence, | en |
dc.relation.page | 54 | |
dc.identifier.doi | 10.6342/NTU201903170 | |
dc.rights.note | 有償授權 | |
dc.date.accepted | 2019-08-13 | |
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-108-1.pdf 目前未授權公開取用 | 1 MB | 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。