顧客共同生產及情緒體驗與顧客滿意度之關係－以國際觀光旅館自助餐為例

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题名:	顧客共同生產及情緒體驗與顧客滿意度之關係－以國際觀光旅館自助餐為例
作者:	陳鎔樺
贡献者:	觀光事業學系
关键词:	顧客共同生產情緒體驗顧客滿意度自助餐廳國際觀光旅館
日期:	2010
上传时间:	2011-10-31 16:19:57 (UTC+8)
摘要:	顧客付出努力、時間和其他資源，執行部分服務傳遞的過程，可謂為共同生產。而現今消費者注重的已不再是商品本身，而是其消費過程中所帶來的體驗，顧客將消費過程視為一種情緒體驗和娛樂享受；本研究針對國際觀光旅館內自助餐廳顧客之參與共同生產意願、情緒體驗與顧客滿意度之關係進行實證研究；使用立意抽樣及滾雪球抽樣進行問卷調查；分析工具使用spss 18.0版統計軟體。本研究有效問卷共462份，研究結果發現：一、國際觀光旅館內自助餐廳之顧客共同生產意願正向影響滿意度；二、顧客共同生產的意願正向影響情緒體驗；三、情緒體驗正向影響顧客滿意度；四、情緒體驗在顧客共同生產及顧客滿意度間其具有完全中介效果。 Customers pay out efforts, time and other resources to implement the functions during the process of the service delivery. It can be described as a co-production. Cstomers pay little attention to service commodity. However, to consumer experiences during service processes, customers seriously consider the consumption process can be perceived as emotional experiences and as an entertainment. The objectives of this research a is to understand the relationship between customer co-production, emotional experience, amd consumer satisfaction for customer in the buffet restaurants of International Tourist Hotels. This research adopt with purposive sampling and Snowball sampling. SPSS18.0 is used for the data analysis. A total of 462 questionnaires were valid. The result showed customer co-production has a positive influence to emotional experience, customer co-production has a positive influence to consumer satisfaction, emotional experience has a positive influence to consumer satisfaction, and emotional experience as an intervening variable between customer co-production and consumer satisfaction.
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