實體環境管理、員工績效線索與顧客反應間關係之實證研究

An Empirical Study of the Relationship between Physical Surrounding, Employee Performance Cues and Consumer's Response

10.6267/JTLS.2003.9(1)4

巫喜瑞(Credic H. J. Wu)；凌儀玲(Yi-Ling Lin)；吳貞宜(Chen-Yu-Wu)

實體環境 ； 員工績效線索 ； 顧客滿意度 ； 購後行為意圖 ； Physical Surrounding ； Performance Clues ； Consumer Response

觀光研究學報

9卷1期（2003 / 06 / 01）

61 - 77

繁體中文

服務業最大的特性就是顧客會參與服務的過程，因此他們往往會由服務人員、實體設施以及其他的有形要素來評估服務品質。本研究目的即在探討旅館服務業實體環境設施、員工績效線索與顧客反應（顧客滿意度、口碑、再惠顧意圖及品牌忠誠傾向）間的關係。在樣本選擇上則以六家觀光旅館303位顧客為研究對象進行實證分析。 研究結果顯示，顧客對於旅館員工績效表現的肯定多過對實體環境的評價，再者實體環境設施與員工績效線索確實與顧客滿意度具有顯著的正向相關，尤其在建築景觀、房間與員工熱忱度此三項因素會顯著的影響顧客對於滿意度的評價。

Many services are inherently intangible, but customers involve in service process. As a result, customers often look for tangible clues (physical evidence and employee performance) as to the nature of the service quality. The primary purpose of this paper is to explore the relationships between physical evidence, employee performance on the service encounter, and the elements of how to influence the customer's perceptions of service quality. There were 303 customers chosen from six hotels as a sample frame. The results showed that customers intended to more appreciate employees' performance than physical surrounding. There were positive relationship between the physical surrounding, the employee performance clues and consumer's response. Particularly servicescapes, rooms and employees' enthusiasm will evidently influence customer satisfaction.

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