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E10332
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021
餐旅業服務線索、員工逢迎與顧客讚美行為
Service Clues, Employee Ingratiation, and Customer Complimenting Behaviors in Full-Service Restaurants
1.駱香妃
1.Hsiang-fei Luoh
1.輔仁大學餐旅管理學系
1.Fu Jen Catholic University Department of Restaurant, Hotel and Institutional Management
001,002,003,004
1.輔仁大學餐旅管理學系
1.Fu Jen Catholic University Department of Restaurant, Hotel and Institutional Management
002
1.科技部
1.Ministry of Science and Technology
A.14 計畫執行期間(起):2014-08-01
A.14 計畫執行期間(訖):2015-07-31
2014-10-012015-03-31
A.16 收到日期:2015-11-06
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三個月內曾在全服務餐廳用過餐,且有對服務人員表達讚美的消費者。

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C.2 聯絡日期:2015-11-10
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1.輔仁大學餐旅管理學系
1.Fu Jen Catholic University Department of Restaurant, Hotel and Institutional Management
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C.7 資料公開日期:2020-08-01
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1.顧客讚美行為
2.服務線索
3.員工逢迎
4.顧客滿意度
5.顧客喜悅
6.全服務餐廳
1.Customer Complimenting Behavior
2.Service Clue
3.Ingratiation
4.Satisfaction
5.Delight
6.Full-Service Restaurant
讚美對員工是種強烈的回饋。然而,有關餐飲業顧客讚美行為相關實證研究卻較少被探討。因此,本研究旨在探討餐廳顧客在服務線索下,讚美行為之原因與內容;並進一步從顧客觀點探討員工逢迎是否是顧客讚美行為的重要前因。研究採用文獻回顧、關鍵事件技術及立意抽樣法,並以全套式服務餐廳顧客為研究對象,問卷共得有效問卷409份。研究資料除利用內容分析法進行讚美行為原因分析外,亦採用結構方程模式分析餐廳員工逢迎、顧客滿意度、喜悅與讚美行為構念間之相關性。研究分析顯示:服務好、表達感謝及鼓勵服務人員為顧客表達讚美行為的主要理由;CP值不夠高、服務與菜餚普通或低於預期則為顧客未表達讚美行為的原因;除此,研究結果顯示員工逢迎對顧客滿意度、喜悅與讚美行為具有正向顯著的影響;顧客滿意度亦會直接或透過喜悅的中介影響顧客的讚美行為。研究結果期能提供餐廳業者在服務行銷與人力資源管理之參考。

Compliments serve as a kind of strong feedback. However,there is little empirical research available on customer complimenting behavior in the restaurant industry. Thus,this study aims to explore the reasons for and context ithin which customer complimenting behavior occurs in elation to the service clues of restaurants; based on ocial exchange theory, this research also aims to nvestigate whether employee ingratiation could be an mportant antecedent to customer compliments, from the erspective of the customers. he research methods which we will utilize in this study nclude: reviews of compliments and complimenting ehaviors; critical incident technique; and questionnaire ampling. A total of 409 valid samples were collected by means of purposive sampling from customers who had eaten at a full-service restaurant and had expressed compliments. The content analysis method was used to analyze the reasons for and against customer complimenting behavior, and structural equation modeling was used to estimate a model linking employee ingratiation, customer satisfaction,delight, and complimenting behavior. The analytical results identified the most common reasons for (e.g. good service, the desire to express thanks or encouragement to service personnel) and against (e.g. the CP value was not high enough, or the service and dishes were ordinary or worse than expected) customer complimenting behavior within the service clues. The results also revealed that employee ingratiation positively and significantly influences customer satisfaction,delight, and complimenting behavior, and that customer satisfaction positively and significantly influences customer complimenting behavior, either directly or through the medium of delight. Hopefully, these results can be valuable to restaurant management and future research.

D.16 完成檢誤日期:2016-04-29
D.17 預定釋出日期:2020-08-01
D.18 初次釋出日期:2020-08-01
D.19_1 最新版釋出日期:2020-08-01
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10.6141/TW-SRDA-E10332-1
http://efenci.srda.sinica.edu.tw/webview/index.jsp?object=http://efenci.srda.sinica.edu.tw:80/obj/fStudy/E10332
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