The Effects of Service Clues on Experience Value and Customer Satisfaction in Restaurants-The moderating effect of Restaurant Type
碩士 === 中國文化大學 === 觀光休閒事業管理研究所 === 100 === The purpose of this study was to investigate the causal relationships between experience value and customer satisfaction of service clues in restaurants. Furthermore, the study distinguished between full-service restaurants, using fine dining restaurants, an...
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ndltd-TW-100PCCU17420082015-10-13T20:51:33Z http://ndltd.ncl.edu.tw/handle/57417882181756633679 The Effects of Service Clues on Experience Value and Customer Satisfaction in Restaurants-The moderating effect of Restaurant Type 餐廳服務線索對體驗價值及顧客滿意之影響-以餐廳類型為干擾變數 Meng-Yi Lin 林孟宜 碩士 中國文化大學 觀光休閒事業管理研究所 100 The purpose of this study was to investigate the causal relationships between experience value and customer satisfaction of service clues in restaurants. Furthermore, the study distinguished between full-service restaurants, using fine dining restaurants, and casual restaurants as the moderating variables. These identify intervening effects, which are experience value and customer satisfaction of service clues. A random convenient sampling and internet survey was adopted in order to collect the data, and the compiled results were statistically analyzed based on structural equation modeling using Lisrel 8.8 version software. A total of 679 surveys were received, of which 530 valid samples were used for this study (78.06% questionnaire validity rate). Clues were generally classified into three main categories: mechanic clues, humanic clues, and functional clues. The results revealed that mechanic clues, humanic clues, and functional clues have a positive and significant effect on experience value. The humanic clues and functional clues also have a positive and significant effect on customer satisfaction. However mechanic clues haves no significant effect on the customer satisfaction relationship. In addition, the type of restaurant has a significant moderating effect on the humanic clues to experience value. The relationship between humanic clues and experience value has no significant effect in the casual restaurants. However, service personnel in fine dining restaurants can create a higher value experience than those in casual restaurants. The experience values include utilitarian value and hedonic value, and customers can acquire more hedonic value in a fine dining restaurant. On the other hand, a customer can experience more utilitarian value in a casual restaurant. Consequently, the restaurant type can influence the effects between the service clues, experience value and customer satisfaction. Results and conclusions obtained from this study can be used in establishing research models for future study. Keywords: service clues, mechanic clues, humanic clues, functional clues, experience value Sheng-Hshiung Tsaur 曹勝雄 2011 學位論文 ; thesis 130 zh-TW |
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碩士 === 中國文化大學 === 觀光休閒事業管理研究所 === 100 === The purpose of this study was to investigate the causal relationships between experience value and customer satisfaction of service clues in restaurants. Furthermore, the study distinguished between full-service restaurants, using fine dining restaurants, and casual restaurants as the moderating variables. These identify intervening effects, which are experience value and customer satisfaction of service clues. A random convenient sampling and internet survey was adopted in order to collect the data, and the compiled results were statistically analyzed based on structural equation modeling using Lisrel 8.8 version software. A total of 679 surveys were received, of which 530 valid samples were used for this study (78.06% questionnaire validity rate).
Clues were generally classified into three main categories: mechanic clues, humanic clues, and functional clues. The results revealed that mechanic clues, humanic clues, and functional clues have a positive and significant effect on experience value. The humanic clues and functional clues also have a positive and significant effect on customer satisfaction. However mechanic clues haves no significant effect on the customer satisfaction relationship. In addition, the type of restaurant has a significant moderating effect on the humanic clues to experience value. The relationship between humanic clues and experience value has no significant effect in the casual restaurants. However, service personnel in fine dining restaurants can create a higher value experience than those in casual restaurants. The experience values include utilitarian value and hedonic value, and customers can acquire more hedonic value in a fine dining restaurant. On the other hand, a customer can experience more utilitarian value in a casual restaurant. Consequently, the restaurant type can influence the effects between the service clues, experience value and customer satisfaction. Results and conclusions obtained from this study can be used in establishing research models for future study.
Keywords: service clues, mechanic clues, humanic clues, functional clues, experience value
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author2 |
Sheng-Hshiung Tsaur |
author_facet |
Sheng-Hshiung Tsaur Meng-Yi Lin 林孟宜 |
author |
Meng-Yi Lin 林孟宜 |
spellingShingle |
Meng-Yi Lin 林孟宜 The Effects of Service Clues on Experience Value and Customer Satisfaction in Restaurants-The moderating effect of Restaurant Type |
author_sort |
Meng-Yi Lin |
title |
The Effects of Service Clues on Experience Value and Customer Satisfaction in Restaurants-The moderating effect of Restaurant Type |
title_short |
The Effects of Service Clues on Experience Value and Customer Satisfaction in Restaurants-The moderating effect of Restaurant Type |
title_full |
The Effects of Service Clues on Experience Value and Customer Satisfaction in Restaurants-The moderating effect of Restaurant Type |
title_fullStr |
The Effects of Service Clues on Experience Value and Customer Satisfaction in Restaurants-The moderating effect of Restaurant Type |
title_full_unstemmed |
The Effects of Service Clues on Experience Value and Customer Satisfaction in Restaurants-The moderating effect of Restaurant Type |
title_sort |
effects of service clues on experience value and customer satisfaction in restaurants-the moderating effect of restaurant type |
publishDate |
2011 |
url |
http://ndltd.ncl.edu.tw/handle/57417882181756633679 |
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