题名

特色商圈意象、餐廳服務品質與關係品質之研究－以新竹北埔特色商圈之客家餐廳爲例

并列篇名

A Study of the Relationships among the Images of Featured Commercial District, Quality of Restaurant Service, and the Quality of Relationship-An Example of Hakka Restaurants in Bei-Pu

DOI

10.29429/JSLHR.201006_5(2).01

作者

李青松(Ching-Sung Lee)；鍾侑玎(Yu-Ding Chung)；陳欣怡(Hsin-I Chen)；車成緯(Cheng-Wei Che)

关键词

特色商圈意象 ； 餐廳服務品質 ； 關係品質 ； 客家飲食 ； Images of Commercial District ； Quality of Restaurant Service ； Quality of Relationship ； Hakka Cuisine

期刊名称

運動休閒餐旅研究

卷期/出版年月

5卷2期（2010 / 06 / 01）

页次

1 - 19

内容语文

繁體中文
中文摘要

現今各地商圈以餐飲產業較獲蓬勃發展與特色，且因應客家意識的覺醒，促使客家美食受到注目，因此本研究以新竹北埔商圈之客家餐廳作爲研究標的，藉由來探討特色商圈意象、餐廳服務品質與關係品質之聯結性。本研究採取近似間隔隨機抽樣，以前往北埔商圈之遊客作研究對象，分析結果發現：北埔係爲具客家文化的特色商圈；餐廳服務品質以可靠性評價較高；關係品質以滿意層面評價較高；特色商圈意象與餐廳服務品質皆對關係品質具正向影響力。本研究建議相關單位宜強化北埔商圈的客家美食特色；而餐廳業者宜強化餐廳清潔與服務人員的在職訓練。
英文摘要

The food and beverage industry has flourished vigorously in most commercial districts in Taiwan. Since the consciousness of Hakka has awakened, Hakka cuisine is gaining in focus. Therefore, the purpose of this study was to investigate the relationships between the Images of featured commercial district, Quality of restaurant service, and Quality of relationship. This study surveyed tourists in Bei-Pu commercial district, using convenient sampling method. The results of this study indicated that Hakka culture certainly features in Bei-Pu commercial district. In the Quality of restaurant service, Reliability had greater estimation compared to other factors. Furthermore, in the Quality of relationship, Satisfaction had greater estimation than Trusty and Commitment. The Images of featured commercial district and the Quality of restaurant service both had positive influences on the Quality of relationship. The findings of this study suggest that government agencies ought to assist in enhancing the characteristics of Hakka cuisine in Bei-Pu featured commercial district; as well as the restaurant industry need to pay attention on cleanness and hygiene of the restaurants, and provide the in-service training for service providers.
主题分类 人文學 > 地理及區域研究
社會科學 > 體育學
参考文献
  1. 李孟訓、周建男、林俞君(2006)。休閒農場之服務品質、關係品質與顧客忠誠度之關聯性研究。農業經濟，80，125-168。
    連結：
  2. 林隆儀、徐稚軒、陳俊碩(2008)。寬頻網路關係行銷結合類型、服務品質、關係品質與轉換成本對顧客忠誠之影響。輔仁管理評論，16(1)，37-68。
    連結：
  3. 翁婉茹、吳滿財(2007)。休閒農場餐廳服務品質之研究－松田崗創意生活農莊爲例。休閒暨觀光產業研究，2(1)，97-105。
    連結：
  4. Beloucif, A.,Donaldson, B.,Kazanci, U.(2004).Insurance broker-client relationships: An assessment of quality and duration.Journal of Financial Services Marketing,8(4),327-342.
  5. Berman, B.,Evans, J. R.(1998).Retail management: A strategic approach.NJ:Prentice Hall.
  6. Bohmstedt, G.(ed.),Borgatta(ed.)(1981).Social measurement: current issues.Beverly Hills. CA:Sage.
  7. Crosby, L. A.,Kenneth, R. E.,Deborah, C.(1990).Relationship quality in services selling: An interpersonal influence perspective.Journal of Marketing,54(7),68-81.
  8. Doney, P. M.,Cannon, J. P.(1997).An examination of the nature of trust in buyer-seller relationships.Journal of Marketing,61(2),35-51.
  9. Douglas, G. P.(2001).An integrative framework for urban tourism research.Annals of Tourism Research,28(4),926-946.
  10. Gartner, W. C.(1993).Image formation process.Journal of Travel & Tourism Marketing,2,191-216.
  11. Hennig, T. T.,Klee, A.(1997).The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development.Psychology & Marketing,14(8),797-764.
  12. Johnson, D.,Grayson, K.(2005).Cognitive and affective trust in service relationships.Journal of Business Research,58(4),500-507.
  13. Keating, B.,Rugimbana, R.,Quazi, A.(2003).Differentiating between service quality and relationship quality in cyberspace.Managing Service Quality,13(3),217-232.
  14. Kolter, P.(1994).Marketing management analysis, planning, implementation and control.NJ:Hall inc..
  15. Kumar, N.,Scheer, L. K.,Steenkamp, J. B.(1995).The effects of supplier fairness on vulnerable resellers.Journal of Marketing Research,32,54-65.
  16. Levitt, T.(1983).The Marketing Imagination.NY:Free Press.
  17. Loudon, D. L.,Bitta, A. J.(1998).Consumer behavior: Concepts and applications.NY:McGraw-Hill.
  18. Pete, S.,Boonie, K.,Mark, P.(1995).A tool for measuring service quality in restaurant.Cornell Hotel and Restaurant Administration Quality,36(2),56-60.
  19. Powers, T.(1992).Introduction to management in the hospitality industry.NY:John Wiley & Sons.
  20. Roberts, K.,Varki, S.,Brodie, R.(2003).Measuring the quality of relationships in consumer services: An empirical study.European Journal of Marketing,37(1/2),169-196.
  21. Russel, J. A.,Ward, L. M.,Pratt, G.(1981).Affective quality attributed to environments: a factor analytic study.Environment and Behavior,13(3),259-288.
  22. Zins, A. H.(1998).Leisure traveler choice models of theme hotels using psychographics.Journal of Travel Research,36,3-15.
  23. 林慶利、管倖生(2004)。形象商圈招牌形態與意象特徵關係之研究。設計研究，4，77-90。
  24. 林燈燦(2003)。服務品質管理。臺北:品度出版社。
  25. 侯錦雄、林宗賢(1997)。日月潭風景區目標市場定位策略中之旅遊意象度量探討。戶外遊憩研究，10(1)，1-15。
  26. 孫路弘(1996)。餐飲服務品質管理。觀光研究學報，2(1)，79-81。
  27. 經濟部商業司(2001)。2001商業案例集。臺北:經濟部商業司。
  28. 經濟部商業司(2000)。商圈人才培育計畫構想書。臺北:經濟部商業司。
被引用次数
  1. 陳清河(2020)。消費者持續消費動機研究－以沾美西餐廳為研究標的。管理資訊計算，9(2)，217-227。
  2. 黃靖淑(2012)。客家飲食消費者社會化模式再思：社會化過程真的能產生中介效果？。管理實務與理論研究，6(3)，42-62。
  3. 駱俊賢、邱道生(2012)。服務品質、關係品質以及顧客生活型態與顧客忠誠度意向關係之實證研究─以國內餐飲業為例。運動休閒餐旅研究，7(4)，82-113。
  4. 劉仲矩、詹孟慈(2013)。餐廳美學重要性之研究。行銷評論，10(3)，271-292。
  5. 鍾政偉、陳桓敦、林佳穎(2012)。品牌知覺、廣告效果與關係品質對購買意願影響之研究。Journal Of Data Analysis，7(5)，137-158。
  6. (2015)。服務品質、顧客滿意度與顧客忠誠度之研究－以日本料理店為例。朝陽商管評論，14(2)，1-19。
print cancel