Investigating the relationship of service encounter, customers’ post-consumption reactions and customer s’ characteristics through the service delivery system ~an example of small business hotel

• Main Authors: Ji-Jing Ou, 歐季金
• Other Authors: Yi-Chung Hsu
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/87565754105797803892

碩士 === 國立東華大學 === 觀光暨遊憩管理研究所 === 91 === In the process of consuming service, the core product, as well as the interaction among personnel performance, physical equipment and other visual evidence are regarded as parts of product-service mix. All of them are important elements that influence customers to value customer satisfaction. Hotel industry is characterized for its complication and variation, involving the interaction among consumers, employees and the environment. It will be difficult to show the whole picture of service from merely investigating service results. Therefore, we will like to take the consuming process as a complete service delivery system and explore how customers feel and react from a dynamic system viewpoint. This research chose one small business hotel in Hualien to address how “service encounter” affects “customer satisfaction” and “post-consumption behavior’s intention”, and in addition, the relationship among satisfaction, recommendation intention, repurchase intention and royalty. Besides, this research also explored whether different types customers have different demands and reactions. The empirical results showed the following: 1.There is a significant correlation among “physical environment facilities”, “employees’ performance” and “customer satisfaction”; 2.“Consumers’ satisfaction” will affect “post-consumption behavior’s intention”; 3.Bathroom, other equipment and personnel enthusiasm have more influence on satisfaction evaluation; 4.Different gender, occupation, reservation ways, and using e-mail or not will result in different evaluation of customer satisfaction; 5.Different Gender, past purchase experience and having notebook computer or not will have different “post-consumption behavior’s intentions”.