1
3
E10205
1
020
瞭解旅行社之聲譽與服務設計如何創造顧客推薦行為:聲譽因果模式之檢驗及應用感性工學來設計旅行社服務
Understanding How the Reputation and Service Design of a Travel Agency Creates Customer Recommendation Behaviors: an Examination of a Reputation Causation Model and the Application of Kansei Engineering to the Design of Travel Agency Services
1.張國謙
1.Kuo-chien Chang
1.致理技術學院休閒遊憩管理系
1.Chihlee Institute of Technology
001,002,003,004
1.致理技術學院休閒遊憩管理系
1.Chihlee Institute of Technology
002
1.科技部
1.Ministry of Science and Technology
A.14 計畫執行期間(起):2013-08-01
A.14 計畫執行期間(訖):2014-07-31
2013-10-012014-02-28
A.16 收到日期:2014-08-27
2
台灣去大陸旅遊之團體旅遊遊客

1

463


463
004
C.2 聯絡日期:2014-09-05
2
1.致理技術學院休閒遊憩管理系
1.Chihlee Institute of Technology
1
C.7 資料公開日期:2019-08-01
2
008
1
1
1
2
3
3
001
1.旅行社
2.聲譽
3.知覺價值
4.領隊表現
5.流暢體驗
1.Travel Agency
2.Reputation
3.Perceived Value
4.Tour Leader Performance
5.Flow Experience
  此研究探討旅行社聲譽對於顧客推薦行為之影響,其中包含檢驗功能價值與情感價值之中介角色及領隊表現與流暢體驗之干擾角色。分析結果發現,雖然旅行社聲譽皆會經由功能價值與情感價值之中介效果影響顧客推薦行為,但情感價值比起功能價值產生更強烈之效果。此外,干擾變數中,只有領隊表現對於旅行社聲譽與顧客推薦行為間的關係產生干擾效果,而流暢體驗則沒有對旅行社聲譽與顧客推薦行為間之關係產生干擾影響。此研究亦根據研究發現討論相關管理意涵。

  This study explores the effect of travel agency’s reputation on customer recommendation behavior by examining the mediating effects of functional and emotional value as well as the moderating effects of tour leader performance and flow experience. The analysis results confirm that reputation has positive effects on recommendation behaviors in which functional and emotional value work as necessary mediating roles. Nevertheless, the effect of reputation through emotional value on recommendation behavior provides a better explanation than through functional value in the model. In addition, only the moderating effect of tour leader performance is confirmed in the reputation and recommendation behavior relationship. In light of our findings, managerial implications are discussed as well.

D.16 完成檢誤日期:2015-01-12
D.17 預定釋出日期:2019-08-01
D.18 初次釋出日期:2019-08-01
D.19_1 最新版釋出日期:2019-08-01
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1,2
2
1,3
10.6141/TW-SRDA-E10205-1
https://efenci.srda.sinica.edu.tw/webview/index.jsp?object=https://efenci.srda.sinica.edu.tw:80/obj/fStudy/E10205
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