飯店下午茶餐廳環境氛圍與服務表現對消費者幸福感及再購意願之影響

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/38363

Title:	飯店下午茶餐廳環境氛圍與服務表現對消費者幸福感及再購意願之影響 Understanding Customers’ Well- being and Repurchase Intention for Hotel Restaurant’s Atmosphere In Afternoon Tea Service
Authors:	張家綺
Contributors:	觀光事業學系
Keywords:	環境氛圍幸福感服務表現下午茶餐廳 atmosphere well-being service performance afternoon tea restaurant
Date:	2017
Issue Date:	2017-10-18 11:56:51 (UTC+8)
Abstract:	近年來，下午茶逐漸成為流行的生活型態，也有很多餐廳紛紛開始提供下午茶餐飲服務，且消費者越來越注重用餐氣氛；然而，大部分關於下午茶餐飲服務氣氛之研究多在於探討高檔餐廳，且多探討單一氣氛因素像是燈光、音樂、色彩等。然研究指出，餐廳整體的氛圍會影響消費者之滿意度，進而影響消費者的幸福感及再購意願，但整體氛圍與滿意度對幸福感之影響較少去探討。故本研究將深入探討飯店下午茶餐廳之環境氛圍及服務表現對幸福感及再購意願間的關係；並依據研究結果做為餐飲服務業者在規劃下午茶餐廳之氣氛設計及規劃之參考。研究結果顯示，飯店下午茶餐廳環境氛圍及服務表現均正向影響幸福感，而幸福感也正向影響消費者的再購意願。 In recent years, having afternoon tea has gradually become one popular leisure activity and lifestyle. Many hotels and even restaurants start to provide afternoon tea services; and consumers pay high attention to dining atmosphere more and more. Several studies indicated that restaurants’ atmosphere can influence the degree of consumer satisfaction, thereby affecting their well-being and repurchase intention. Additionally, previous researches regarding restaurants atmosphere have largely focused on single environmental factors, such as lighting, music styles, colors of decor, and others in the case of upscale restaurants. However, the relationship between restaurants overall atmosphere, degree of service performance and well-being were little explored. Therefore, this study aims to investigate the relationship among hotel restaurants atmosphere, service performance, well-being and repurchase intention on afternoon tea services. Hope this study can provide insights and references for hoteliers and restaurant operators on planning and restaurant’s environmental atmosphere design as well as afternoon tea service performance enhancement. The results showed that hotel restaurant's atmosphere and service performance are positive influence well-being, well-being can positively affect consumers' willingness to increase repurchase intention.
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] Thesis

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