题名

從關係品質觀點探討企業社會責任、服務品質對消費者忠誠度之影響－中臺灣餐飲服務業為例

并列篇名

The Relationship among Corporate Social Responsibility, Service Quality, Consumer Relationship Quality and Loyalty-A Case Study of Hospitality Industry in Taiwan

作者

李忠成(Chung-Cheng Li)；陳信憲(Hsin-Hsien Chen)；劉瑞香(Jui-Shiang Liu)；王志全(Chih-Chuan Wang)

关键词

企業社會責任 ； 服務品質 ； 關係品質 ； 忠誠度 ； Corporate Social Responsibility ； Service Quality ； Relationship Quality ； Loyalty

期刊名称

島嶼觀光研究

卷期/出版年月

7卷2期（2014 / 06 / 01）

页次

1 - 31

内容语文

繁體中文
中文摘要

本研究以中台灣餐飲服務業消費者為為樣本，目的在於探討餐飲服務業之企業社會責任與服務品質與餐飲服務業消費者忠誠度之關係，以及關係品質在此關係間的中介效果。本研究成功地訪問中台灣餐飲服務業257位消費者為為樣本，運用LISREL 8.52檢驗，研究結果獲得以下之結論：（1）企業社會責任對於承諾、信任與滿意度的效果具有正向影響；（2）服務品質對於信任與滿意度的效果具有正向影響，對承諾的效果不具統計顯著；（3）關係品質的「滿意度」與「承諾」在企業社會責任和忠誠度具完全中介效果；（4）關係品質的「滿意度」與「承諾」在服務品質和忠誠度具完全中介效果，研究結果對於餐飲服務業者擬定行銷策略時，皆能提供有用之參考資訊。
英文摘要

This research focuses on how corporate social responsibility and service quality impact consumer relationship quality and further affect loyalty in the hospitality industry in central Taiwan. This research surveyed 257 hospitality customers, and used LISREL 8.52 to analyze the data. The results are as follows: First, corporate social responsibility positively affects commitment, trust and satisfaction. Second, service quality positively links to satisfaction, but not commitment. Finally, satisfaction and commitment completely mediate the relationship between corporate social responsibility and service quality. Results provide managerial implications to hospitality firms, especially when deciding marketing strategies.
主题分类 人文學 > 地理及區域研究
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被引用次数
  1. 陳美華、李秋燕、吳訓生(2015)。企業社會責任對消費意願之影響－以美容業為例。美容科技學刊，12(2)，73-90。
  2. 諸承明、王永才(2016)。服務品質對顧客滿意度影響之研究－以企業社會責任及企業形象為干擾變項。中原企管評論，14(1)，25-54。
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