服務人員服務接觸對小費支付意圖 之影響－以關係品質為中介變數

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/28164

Title:	服務人員服務接觸對小費支付意圖之影響－以關係品質為中介變數 The Server Influence of Service Encounter to Tipping Intention-with Relationship Quality as Mediator
Authors:	邱立
Contributors:	觀光事業學系
Keywords:	服務接觸小費意圖關係品質 service encounter tipping intention relationship quality
Date:	2014
Issue Date:	2014-09-19 14:17:02 (UTC+8)
Abstract:	本研究目的在於探討服務人員之服務接觸對小費支付意圖的影響，以及在受到關係品質的中介效果下，對服務人員之服務接觸對小費的影響效果。餐飲業是一種兼具提供產品與服務的產業，而服務為無形及不可分割性，因此員工成為主要競爭優勢，也是主要傳達服務給消費者的一種方式；而小費被消費者視為一種金錢之獎賞，若有好的服務接觸，服務人員有機會獲得小費的獎勵；關係品質包含信任與滿意，可以在服務接觸的過程中增強和延長消費者與服務人員長期互惠的關係，因此消費者經常由關係品質來判別服務接觸的好與壞。固本研究推測服務接觸是透過關係品質來影響小費意圖，當服務接觸越是正向，關係品質越高，且當關係品質越高，消費者也較願意支費小費給餐廳服務人員。 The aim of this study attempts to explore the relations between service encounter and tipping intention, and also examine the mediating effect of relationship quality which internal service encounter to tipping intention. The catering industry is one of providing both products and services industry and the service is invisible and indivisible, so employees become a major competitive advantage also the main way to communicate services to consumers. The tips is the money by consumers as a reward that if consumers have good service encounters, service personnel probably to get the tip as the award. Relationship quality includes both trust and satisfaction, it can improve the relationship between the consumers and the service personnel in the process of service encounter. So the consumers usually to determine the service encounter good or bad by relationship quality. Consolidate this studies conjecture that service encounter is through the relationship quality to influence the tipping intention. When the service encounters is more positive, the relationship quality is higher. And the relationship quality is high, consumers are more willing to give the tips for their service personnel.
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] Thesis

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