簡易檢索 / 詳目顯示

研究生: 賴威志
Lai, Wei-Chih
論文名稱: 臺北網球中心環境氣氛、關係品質與體驗價值對再購意願之影響
A Study among the Environmental Atmosphere, Relationship Quality, Experiential Value, and Repurchase Intention of the Customer in Taipei Tennis Center
指導教授: 張少熙
Chang, Shao-Hsi
口試委員: 鄭志富
Cheng, Chih-Fu
方進義
Fang, Chin-Yi
王俊人
Wang, Jun- Ren
韓豐年
Han, Feng-Nien
張少熙
Chang, Shao-Hsi
口試日期: 2022/06/16
學位類別: 博士
Doctor
系所名稱: 體育與運動科學系
Department of Physical Education and Sport Sciences
論文出版年: 2022
畢業學年度: 110
語文別: 中文
論文頁數: 105
中文關鍵詞: DSAT框架關係品質中介效果體驗價值調節效果
英文關鍵詞: DAST framework, relationship quality, mediation effect, experiential value, moderating effect
研究方法: 調查研究
DOI URL: http://doi.org/10.6345/NTNU202201277
論文種類: 學術論文
相關次數: 點閱:97下載:6
分享至:
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報
  • 研究背景:本研究旨在探討後疫情時期,臺北網球中心顧客關係管理的關鍵因素。收集過去的研究,調查環境氣氛、關係品質、體驗價值和顧客再購意願之間的關係。研究方法:以臺北市網球中心運動消費者為研究對象,總計發放673份,有效量表為 623份,回收有效率達92%,採用結構方程模式進行統計分析。研究結果:環境氣氛、關係品質、體驗價值與再購意願間,呈顯著正相關。環境氣氛對關係品質具有顯著正向影響。關係品質於環境氣氛與再購意願間,具有顯著之部分中介效果。體驗價值於環境氣氛、關係品質與再購意願間之調節作用並不顯著。結論:基於上述結果本研究結論認為,如何有效規劃營運空間或網路平台之環境氣氛,或是透過專業服務人員與相關社群平台與消費者保持良好的關係品質互動,有助於瞭解運動場館於後疫情時期,對於未來Covid-19疫情尚未明朗,且未完全解除封鎖的相關產業,可作為顧客關係管理之依據。

    Background: This study aimed to explore the key factors of customer relationship management in Taipei Tennis Center in the post- pandemic period. Collected past research to investigate the relationship between environmental atmosphere, relationship quality, experiential value and customer repurchase intention. Methods: The research object was the sports consumers of the Taipei Tennis Center. A total of 673 questionnaires were distributed, 623 valid questionnaires were obtained, and the recovery efficiency questionnaire was 92%. The structural equation model was used for statistical analysis. Results: The results of this study indicated that: 1. There was a significant correlation between the environmental atmosphere, relationship quality, experiential value and repurchase intention. 2. Environmental atmosphere had a positive impact on relationship quality. 3. The relationship quality had mediator effect between environmental atmosphere and repurchase intention. 4. The moderating effect of experiential value on environmental atmosphere, relationship quality and repurchase intention was not significant. Conclusions: We conclude that this study was helpful to understood how sports venues can effectively maintain a good relationship quality with consumers in the post pandemic period. How to effectively plan the environment atmosphere of the operating space or online platform, or maintain a good relationship quality interaction with consumers through professional service personnel, and relevant social platforms, and could be used as a customer relationship management for related industries where the future Covid-19 pandemic is not yet clear and the lockdown has not been completely lifted basis.

    第壹章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的 4 第三節 研究問題 4 第四節 研究範圍與限制 5 第五節 研究的重要性 6 第六節 名詞操作性定義 7 第貳章 文獻探討 9 第一節 臺北市網球中心起源 9 第二節 環境氣氛意涵與再購意願之相關研究 12 第三節 關係品質意涵與再購意願相關研究 20 第四節 體驗價值意涵與再購意願之相關研究 27 第五節 再購意願意涵及相關研究 33 第六節 本章總結 40 第參章 研究方法 42 第一節 研究架構 42 第二節 研究假設 43 第三節 研究流程 44 第四節 研究對象與抽樣方法 46 第五節 研究工具 47 第六節 資料處理與分析 58 第肆章 結果與討論 60 第一節 臺北網球中心運動消費參與者樣本結構分析 60 第二節 測量模式分析 66 第三節 整體模式分析 74 第四節 關係品質中介效果分析 78 第五節 體驗價值調節效果分析 80 第伍章 結論與建議 82 第一節 結論 82 第二節 建議 84 參考文獻 86

    李再立 (2021)。臺北市議會第 13 屆第 6 次定期大會。臺北市政府體育局工作報告。取自https://www-ws.gov.taipei/Download.ashxu=LzAwMS9VcGxvYWQvMzQwL3JlbGZpbGUvMTAxOTkvODQ0MTExNC9hZjc1ZDk0Yy03ZGQ3LTQzZWMtODYzOC0zNThiMTQzZTlkMjkucGRm&n=6Ie65YyX5biC6K2w5pyD56ysMTPlsYbnrKw25qyh5a6a5pyf5aSn5pyD6auU6IKy5bGA5bel5L2c5aCx5ZGKLnBkZg%3d%3d&icon=.pdf
    李茂能 (2006)。結構方程模式軟體Amos之簡介及其在測驗編製上之應用。臺北:心理。
    吳志揚、葉公鼎、李彩雲、古育庭、馮勝賢、李孟霖 (2021)。中華職棒大聯盟 2020 年季賽現場觀眾新冠肺炎風險管理認知與觀賽現場防疫舉措知覺之研究。臺灣體育運動管理學報,21(2),147-174。 https://doi.org/10.6547/tassm.202112_21(2).0002
    高俊雄 (2020)。臺灣體育運動因應全球新冠疫情之策略與產業政策。臺灣體育運動管理學報,20(2),113-132。 https://doi.org/10.6547/tassm.202012_20(2).0001
    教育部體育署 (2021)。中華民國110年運動統計。結案報告書。取自https://www-sa.gov.tw/ebook/List?id=12&n=493
    教育部體育署 (2021)。中華民國110年運動現況調查。結案報告書。取自https://www-isports.sa.gov.tw/apps/Download.aspx?SYS=TIS&MENU_CD=M07&ITEM_CD=T01&MENU_PRG_CD=4&ITEM_PRG_CD=2
    張志銘、陳世朋、高文揚、盧廷峻、賴永僚 (2017)。運動用品店促銷方式對消費者非計畫性購買影響之研究-以商店氣氛為干擾變數。運動與遊憩研究,11(4),90-103。https://doi.org/10.29423/JSRR.201706_11(4).0007
    陳林鴻、張少熙、戴琇惠 (2010)。臺北市市民運動中心關係品質與顧客滿意度之研究.,運動健康與休閒學刊,(16), 23-31。
    賴政豪、鍾志強、潘偉華 (2005)。運動健身俱樂部體驗行銷與體驗價值關係之研究:以 Y 運動健身俱樂部為個案研究,大專體育學刊,7(3),101-114。
    蘇維杉、顏君彰、黃政紘 (2017)。 從認知公平觀點探討服務補救對再購意願的影響:以臺北市民運動中心為例,品質學報,24(6),452-470。
    Abrar, K., Zaman, S., & Satti, Z. W. (2017). Impact of online store atmosphere, customized information and customer satisfaction on online repurchase intention. Global Management Journal for Academic Corporate Studies, 7(2), 22-34.
    Achrol, R. S., & Kotler, P. (1999). Marketing in the network economy. Journal of Marketing, 63(4), 146-163. https://doi.org/10.1177/00222429990634s114
    Ahn, J., & Back, K. J. (2019). Cruise brand experience: Functional and wellness value creation in tourism business. International Journal of Contemporary Hospitality Management, 31(5), 2205-2223. https://doi.org/10.1108/IJCHM-06-2018-0527
    Albrecht, K. (1994). Customer value: Arrogance blocks us from knowing our customers. Executive Excellence, 11(9), 14.
    Amin, M., Ryu, K., Cobanoglu, C., Rezaei, S., & Wulan, M. M. (2021). Examining the effect of shopping mall attributes in predicting tourist shopping satisfaction and behavioral intentions: Variation across generation X and Y. Journal of Quality Assurance in Hospitality & Tourism, 22(1), 367–394. https://doi.org/10.1080/1528008X.2020.1818667
    Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423. https://doi.org/10.1037/0033-2909.103.3.411
    Antwi, S. (2021). I just like this e-retailer: Understanding online consumers repurchase intention from relationship quality perspective. Journal of Retailing and Consumer Services, 61(4), 102568. https://doi.org/10.1016/j.jretconser.2021.102568
    Asghar Ali, M., Ting, D. H., Salim, L., & Ahmad-Ur-Rehman, M. (2021). Influence of servicescape on behavioural intentions through mediation and moderation effects: A study on Malaysia’s full-service restaurants. Cogent Business & Management, 8, 1924923. https://doi.org/10.1080/23311975.2021.1924923
    Astari, W. F., & Pramudana, K. A. S. (2016). Peran experiential value dalam memediasi pengaruh experiential marketing terhadap repurchase intention. Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, 10(1), 16-30.
    Bäckström, K., & Johansson, U. (2006). Creating and consuming experiences in retail store environments: Comparing retailer and consumer perspectives. Journal of Retailing and Consumer Services, 13(6) , 417-430. https://doi.org/10.1016/j.jretconser.2006.02.005
    Baker, J., & Cameron, M. (1996). The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, 24(4), 338-349. https://doi.org/10.1177/0092070396244005
    Baker, J., Levy, M., & Grewal, D. (1992). An experimental approach to making retail store environmental decisions. Journal of Retailing, 68(4), 445-460.
    Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120-141. https://doi.org/10.1509/jmkg.66.2.120.18470
    Balla, B. E., Ibrahim, S. B., & Ali, A. H. (2015). The impact of relationship quality on repurchase intention towards the customers of automotive companies in Sudan. British Journal of Marketing Studies, 3(4), 1-15.
    Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406. https://doi.org/10.1016/S0022-4359(97)90024-5
    Bilgili, B., Ozkul, E., & Koc, E. (2020). The influence of colour of lighting on customers’ waiting time perceptions. Total Quality Management & Business Excellence, 31(1), 1098–1111. https://doi.org/10.1080/14783363.2018.1465814
    Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71. https://doi.org/10.2307/1252042
    Blackwell, R. D., Miniard, P. W., & Engel, J. F. (2001). Consumer behavior, 9th Eds. New Youk: Harcourt.
    Blattberg, R. C. (1998). Managing the firm using lifetime-customer value. Chain Store Age, 74(1), 46-49.
    Brun, I., Rajaobelina, L., & Ricard, L. (2014). Online relationship quality: Scale development and initial testing. The International Journal of Bank Marketing, 32(1), 5-27. https://doi.org/10.1108/IJBM-02-2013-0022
    Buttle, F., & Coates, M. (1984). Shopping motives. The Service Industries Journal, 4(1), 71-81. https://doi.org/10.1080/02642068400000007
    Calza, F., Pagliuca, M., Risitano, M., & Sorrentino, A. (2020). Testing moderating effects on the relationships among on-board cruise environment, satisfaction, perceived value and behavioral intentions. International Journal of Contemporary Hospitality Management, 32(2), 934-952. https://doi.org/10.1108/IJCHM-09-2019-0773
    Chang, T. Z., & Wildt, A. R. (1994). Price, product information, and purchase intention: An empirical study. Journal of the Academy of Marketing Science, 22(1), 16-27. https://doi.org/10.1177/0092070394221002
    Chen, L.-H., Chang, S.-H., & Tai, H.-H. (2010). Relationship quality and customer satisfaction of sports centers in Taipei City. Journal of Sports Health and Leisure, 16(1), 23-31. https://doi.org/10.29969/JSHL.201006.0003
    Chiang, C. F. (2018). Influences of price, service convenience, and social servicescape on post-purchase process of capsule hotels. Asia Pacific Journal of Tourism Research, 23(1), 373-384. https://doi.org/10.1080/10941665.2018.1444649
    Cronin, J. J., & Morris, M. H. (1989). Satisfying customer expectations: The effect on conflict and repurchase intentions in industrial marketing channels. Journal of the Academy of Marketing Science, 17(1), 41-49. https://doi.org/10.1007/BF02726352
    Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.1177/002224299205600304
    Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68-81. https://doi.org/10.2307/1251817
    Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice, kepuasan and repurchase intentions following komplain handling. Journal of Complaining Behavior, 16(3). 67-80.
    De Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65(4), 33-50. https://doi.org/10.1509/jmkg.65.4.33.18386
    Dinulescu, C. C., Visinescu, L. L., & Prybutok, V. R. (2018). Proactive management of customer relationship quality: An empirical investigation of mobile phone companies. Journal of Decision Systems, 27(1), 187–211. https://doi.org/10.1080/12460125.2019.1582605
    Dodds, W. B., & Monroe, K. B. (1985). The effect of brand and price information on subjective product evaluations. Advances in Consumer Research, 12(1). 85-90.
    Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307-319. https://doi.org/10.1177/002224379102800305
    Dorsch, M. J., Swanson, S. R., & Kelley, S. W. (1998). The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science, 26(2), 128-142. https://doi.org/10.1177/0092070398262004
    Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11-27. https://doi.org/10.1177/002224298705100202
    Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1993). Consumer behavior (7 ed.). Orlando, Florida: The Dryden Press.
    Engel, J. F., Kollat, D. T., & Roger, D. (1973). Blackwell, consumer behavior. New York.
    Evans, Joel R. and Barry Berman (1995), Principles of Marketing, 3rd edition, Englewood Clifls, NJ: Prentice Hall.
    Folkes, V. S. (1988). Recent attribution research in consumer behavior: A review and new directions. Journal of Consumer Research, 14(4), 548-565. https://doi.org/10.1086/209135
    Foroudi, P., Cuomo, M. T., & Foroudi, M. M. (2020). Continuance interaction intention in retailing. Information Technology & People, 33(4), 1303-1326. https://doi.org/10.1108/ITP-09-2018-0421
    Foroughi, B., Iranmanesh, M., Gholipour, H. F., & Hyun, S. S. (2019). Examining relationships among process quality, outcome quality, delight, satisfaction and behavioural intentions in fitness centres in Malaysia. International Journal of Sports Marketing and Sponsorship, 20(3), 374-389.
    https://doi.org/10.1108/IJSMS-08-2018-0078
    Foroughi, B., Mohammad Shah, K. A., Ramayah, T., & Iranmanesh, M. (2019). The effects of peripheral service quality on spectators’ emotions and behavioural intentions. International Journal of Sports Marketing and Sponsorship, 20(3), 495-515. https://doi.org/10.1108/IJSMS-08-2018-0082
    Francken, D. A. (1983). Postpurchase consumer evaluations, complaint actions and repurchase behavior. Journal of Economic Psychology, 4(3), 273-290. https://doi.org/10.1016/0167-4870(83)90031-4
    Fu, Y.-K., & Wang, Y.-J. (2021). Experiential value influences authentic happiness and behavioural intention: Lessons from Taiwan’s tourism accommodation sector. Tourism Review, 76(1), 289-303. https://doi.org/10.1108/TR-06-2019-0228
    Fullerton, G. (2005). How commitment both enables and undermines marketing relationships. European Journal of Marketing, 39(11/12), 1372-1388. https://doi.org/10.1108/03090560510623307
    Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87. https://doi.org/10.1177/002224299906300205
    Gavilan, D., Balderas-Cejudo, A., Fernández-Lores, S., & Martinez-Navarro, G. (2021). Innovation in online food delivery: Learnings from COVID-19. International Journal of Gastronomy and Food Science, 24(1), 100330. https://doi.org/10.1016/j.ijgfs.2021.100330
    Gilal, N. G., Zhang, J., & Gilal, F. G. (2018). Linking product design to consumer behavior: The moderating role of consumption experience. Psychology Research and Behavior Management, 11(1), 169-185. https://doi.org/10.2147/PRBM.S161384
    Grewal, D., Roggeveen, A. L., & Tsiros, M. (2008). The effect of compensation on repurchase intentions in service recovery. Journal of Retailing, 84(4), 424-434. https://doi.org/10.1016/j.jretai.2008.06.002
    Grewal, D., Noble, S. M., Roggeveen, A. L., & Nordfalt, J. (2020). The future of in-store technology. Journal of the Academy of Marketing Science, 48(1), 96-113. https://doi.org/10.1007/s11747-019-00697-z
    Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: Cross-industry differences. Total Quality Management, 11(4-6), 509-514. https://doi.org/10.1080/09544120050007823
    Gummesson, E. (1987). The new marketing—developing long-term interactive relationships. Long Range Planning, 20(4), 10-20. https://doi.org/10.1016/0024-6301(87)90151-8
    Gustafsson, A., & Johnson, M. D. (2002). Measuring and managing the satisfaction–loyalty–performance links at Volvo. Journal of Targeting, Measurement Analysis for Marketing, 10(3), 249-258. https://doi.org/10.1057/palgrave.jt.5740050
    Han, H., Lee, K.-S., Song, H., Lee, S., & Chua, B.-L. (2020). Role of coffeehouse brand experiences (sensory/affective/intellectual/behavioral) in forming patrons’ repurchase intention. Journal of Hospitality and Tourism Insights, 3(1), 17-35. https://doi.org/10.1108/JHTI-03-2019-0044
    Hart, C. W., Heskett, J. L., & Sasser Jr, W. E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148-156. PMID: 10106796.
    Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800. https://doi.org/10.1108/03090560310495456
    Hennig-Thurau, 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), 737-764. https://doi.org/10.1002/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F
    Holbrook, M. B. (1994). The nature of customer value: an axiology of services in the consumption experience. Service Quality: New Directions in Theory Practice, 21(1), 21-71. https://doi.org/10.4135/9781452229102.n2
    Howard, J.A., & Sheth, J. (1969). The theory of buyer behavior. New York: John Wiley & Sons. Inc.
    Hsu, C. L., Chen, M. C., & Kumar, V. (2018). How social shopping retains customers? Capturing the essence of website quality and relationship quality. Total Quality Management & Business Excellence, 29(1), 161-184. https://doi.org/10.1080/14783363.2016.1171706
    Hunt, K. A., Keaveney, S. M., & Lee, M. (1995). Involvement, attributions, and consumer responses to rebates. Journal of Business Psychology. 9(3), 273-297. https://doi.org/10.1007/BF02230970
    Ihtiyar, A., Barut, M., & Ihtiyar, H. G. (2019). Experiential marketing, social judgements, and customer shopping experience in emerging markets. Asia Pacific Journal of Marketing and Logistics, 31(2), 499-515. https://doi.org/10.1108/APJML-02-2018-0081
    Jap, S. D., Manolis, C., & Weitz, B. A. (1999). Relationship quality and buyer-seller interactions in channels of distribution. Journal of Business Research, 46(3), 303-313. https://doi.org/10.1016/S0148-2963(98)00032-0
    Japutra, A., Wang, S., & Li, T. (2021). The influence of self-congruence and relationship quality on student educational involvement. Journal of Marketing for Higher Education, 31(1), 1-18. https://doi.org/10.1080/08841241.2021.1884928
    Johnson, D. (1998). Knowledge management is new competitive edge. Health Care Strategic Management, 16(7), 2-3. PMID: 10182988.
    Keating, B., Rugimbana, R., & Quazi, A. (2003). Differentiating between service quality and relationship quality in cyberspace. Managing Service Quality: An International Journal, 13(3), 217-232. https://doi.org/10.1108/09604520310476481
    Kim, H., Kang, S., Song, C., & Lee, M. J. (2020). How hotel smartphone applications affect guest satisfaction in applications and re-use intention? An experiential value approach. Journal of Quality Assurance in Hospitality & Tourism, 21(1), 209-233. doi:10.1080/1528008X.2019.1653242
    Kim, M.-K., Park, M.-C., & Jeong, D.-H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145-159. https://doi.org/10.1016/j.telpol.2003.12.003
    Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
    Krishna, A. (2012). An integrative review of sensory marketing: Engaging the senses to affect perception, judgment and behavior. Journal of Consumer Psychology, 22(3), 332-351. https://doi.org/10.1016/j.jcps.2011.08.003
    Kuhn, S., & Mostert, P. (2018). Relationship intention and relationship quality as predictors of clothing retail customers’ loyalty. The International Review of Retail, Distribution and Consumer Research, 28(1), 206-230. https://doi.org/10.1080/09593969.2017.1380067
    Kumar, N., Scheer, L. K., & Steenkamp, J.-B. E. (1995). The effects of supplier fairness on vulnerable resellers. Journal of Marketing Research, 32(1), 54-65. https://doi.org/10.1177/002224379503200107
    Kunkel, J. H., & Berry, L. L. (1968). A behavioral conception of retail image. Journal of Marketing, 32(4), 21-27. https://doi.org/10.2307/1249333
    Lagace, R. R., Dahlstrom, R., & Gassenheimer, J. B. (1991). The relevance of ethical salesperson behavior on relationship quality: The pharmaceutical industry. Journal of Personal Selling Sales Management, 11(4), 39-47. https://doi.org/10.1080/08853134.1991.10753888
    Lam, I. K. V., & Wong, I. A. (2020). The role of relationship quality and loyalty program in tourism shopping: A multilevel investigation. Journal of Travel & Tourism Marketing, 37(1), 92-111. https://doi.org/10.1080/10548408.2020.1711848
    Lao, A., Vlad, M., & Martin, A. (2021). Exploring how digital kiosk customer experience enhances shopping value, self-mental imagery and behavioral responses. International Journal of Retail & Distribution Management, 49(7), 817-845. https://doi.org/10.1108/IJRDM-09-2020-0357
    Lee, S. Y. (2018). Analysis of relationship marketing factors for sports centers with mixed methods research. Asia Pacific Journal of Marketing and Logistics, 30(1), 182-197. https://doi.org/10.1108/APJML-01-2017-0004
    Lee, J.-S., & Min, C.-K. (2016). Examining the quality antecedents and moderating effects of experiential value in a mega-event. Journal of Travel & Tourism Marketing, 33(3), 326-347. https://doi.org/10.1080/10548408.2015.1051642
    Lee, M. A., Kunkel, T., Funk, D. C., Karg, A., & McDonald, H. (2020). Built to last: Relationship quality management for season ticket holders. European Sport Management Quarterly, 20(1), 364-384. https://doi.org/10.1080/16184742.2019.1613438
    Leuthesser, L. (1997). Supplier relational behavior: An empirical assessment. Industrial Marketing Management, 26(3), 245-254. https://doi.org/10.1016/S0019-8501(96)00092-2
    Lewis, R. C., & Chambers, R. E. (2000). Marketing leadership in hospitality: Fomen-ter and practices. New York: John Willey & Sons.
    Lin, S. Y., & Chang, C. C. (2020). Tea for Well-Being: Restaurant Atmosphere and Repurchase Intention for Hotel Afternoon Tea Services. Sustainability, 12(3), 778-792. https://doi.org/10.3390/su12030778
    Liu, P., & Tse, E. C.-Y. (2018). Exploring factors on customers’ restaurant choice: An analysis of restaurant attributes. British Food Journal, 120(10), 2289-2303. https://doi.org/10.1108/BFJ-10-2017-0561
    Lo, A. (2020). Effects of customer experience in engaging in hotels’ CSR activities on brand relationship quality and behavioural intention. Journal of Travel & Tourism Marketing, 37(1), 185-199. https://doi.org/10.1080/10548408.2020.1740140
    Ma, S. C.. & Kaplanidou, K. (2020). Service quality, perceived value and behavioral intentions among highly and lowly identified baseball consumers across nations. International Journal of Sports Marketing and Sponsorship, 21(1), 46-69. https://doi.org/10.1108/IJSMS-02-2019-0018
    Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer Research, 20(3), 451-466. https://doi.org/10.1086/209361
    Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39-56. https://doi.org/10.1016/S0022-4359(00)00045-2
    Mathwick, C., Malhotra, N. K., & Rigdon, E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: An Internet and catalog comparison. Journal of Retailing, 78(1), 51-60. https://doi.org/10.1016/S0022-4359(01)00066-5
    Moon, H., Yoon, H. J., & Han, H. (2017). The effect of airport atmospherics on satisfaction and behavioral intentions: Testing the moderating role of perceived safety. Journal of Travel & Tourism Marketing, 34(1), 749-763. https://doi.org/10.1080/10548408.2016.1223779
    Meng, J. G., & Elliott, K. M. (2008). Predictors of relationship quality for luxury restaurants. Journal of Retailin Consumer Services, 15(6), 509-515. https://doi.org/10.1016/j.jretconser.2008.02.002
    Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131-142. https://doi.org/10.1509/jmkr.38.1.131.18832
    Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38. https://doi.org/10.1177/002224299405800302
    Moslehpour, M., Dadvari, A., Nugroho, W., & Do, B. R. (2021). The dynamic stimulus of social media marketing on purchase intention of Indonesian airline products and services. Asia Pacific Journal of Marketing and Logistics, 33(2), 561-583. https://doi.org/10.1108/APJML-07-2019-0442
    Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992). A catastrophe model for developing service satisfaction strategies. Journal of Marketing, 56(3), 83-95. https://doi.org/10.1177/002224299205600306
    Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33-44. https://doi.org/10.1177/00222429990634s105
    Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311-336. https://doi.org/10.1016/S0022-4359(97)90021-X
    Ozen, H. (2015). Online relationship quality: Does it increase repurchase intention from private shopping sites. International Journal of Academic Research in Business Social Sciences, 5(7), 300-312. https://doi.org/10.6007/IJARBSS/v5-i7/1742
    Paek, B., Morse, A., Hutchinson, S., & Lim, C. H. (2021). Examining the relationship for sport motives, relationship quality, and sport consumption intention. Sport Management Review, 24(1), 322-344. https://doi.org/10.1016/j.smr.2020.04.003
    Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination. International Journal of Service Industry Management, 8(5), 414-434. https://doi.org/10.1108/09564239710189835
    Piancatelli, C., Massi, M., & Vocino, A. (2021). The role of atmosphere in Italian museums: Effects on brand perceptions and visitor behavioral intentions. Journal of Strategic Marketing, 29(1), 546-566. https://doi.org/10.1080/0965254X.2020.1786846
    Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(1), 97-105.
    Polyakova, O., & Ramchandani, G. (2020). Perceived service quality among regular users of gyms in public sports centres in the UK. Managing Sport and Leisure, 26(1), 1-20. https://doi.org/10.1080/23750472.2020.1853594
    Price, L. L., & Arnould, E. J. (1999). Commercial friendships: Service provider–client relationships in context. Journal of Marketing, 63(4), 38-56. https://doi.org/10.1177/002224299906300405
    Reichheld, F., & Sasser, J. (1996). Zero defections: Quality come to services. Harvard Bussines Review, 68 (5), 105-111.
    Robertson, T. S., & Ward, S. (1973). Consumer behavior research: Promise and prospects. Scott Ward and Thomas S. Robertson, Consumer Behavior: Theoretical Sources. Englewood Cliffs: Prentice-Hall, 3-42.
    Roggeveen, A. L., Grewal, D., & Schweiger, E. B. (2020). The DAST framework for retail atmospherics: The impact of in-and out-of-store retail journey touchpoints on the customer experience. Journal of Retailing, 96(1), 128-137. https://doi.org/10.1016/j.jretai.2019.11.002
    Rust, R. T., & Oliver, R. L. (Eds.). (1993). Service quality: New directions in theory and practice. Sage.
    Rust, R. T., Zahorik, A. J., & Keiningham, T. L. (1995). Return on quality (ROQ): Making service quality financially accountable. Journal of Marketing, 59(2), 58-70. https://doi.org/10.1177/002224299505900205
    Santouridis, I., & Veraki, A. (2017). Customer relationship management and customer satisfaction: The mediating role of relationship quality. Total Quality Management Business Excellence, 28(9-10), 1122-1133. https://doi.org/10.1080/14783363.2017.1303889
    Schmitt, B. H. (2000). Experimental Marketing: How to get Customers to Sense, Feel, Think, Act and Relate to Your Company and Brands. European Management Journal, 18(6), 695.
    Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L. (2005). Do satisfied customers buy more? Examining moderating influences in a retailing context. Journal of Marketing, 69(4), 26-43. https://doi.org/10.1509/jmkg.2005.69.4.26
    Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35. https://doi.org/10.1108/03090569310043179
    Sherry, J. F. (1998). Servicescapes: The concept of place in contemporary markets: NTC Business Books.
    Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159-170. https://doi.org/10.1016/0148-2963(91)90050-8
    Simanjuntak, M., Nur, H., Sartono, B., & Sabri, M. (2020). A general structural equation model of the emotions and repurchase intention in modern retail. Management Science Letters, 10(4), 801-814. https://doi.org/10.5267/j.msl.2019.10.017
    Sirgy, M. J., Grewal, D., & Mangleburg, T. (2000). Retail environment, self-congruity, and retail patronage: An integrative model and a research agenda. Journal of Business Research, 49(2), 127-138. https://doi.org/10.1016/S0148-2963(99)00009-0
    Smith, J. B. (1998). Buyer-seller relationships: Similarity, relationship management, and quality. Psychology Marketing, 15(1), 3-21. https://doi.org/10.1002/(SICI)1520-6793(199801)15:1<3::AID-MAR2>3.0.CO;2-I
    Spence, C., Puccinelli, N. M., Grewal, D., & Roggeveen, A. L. (2014). Store atmospherics: A multisensory perspective. Psychology & Marketing, 31(7), 472-488. https://doi.org/10.1002/mar.20709
    Spears, N., & Singh, S. N. (2004). Measuring attitude toward the brand and purchase intentions. Journal of Current Issues Research in Advertising, 26(2), 53-66. https://doi.org/10.1080/10641734.2004.10505164
    Suhaily, L., & Soelasih, Y. (2018). How E-Service quality, experiential marketing, and price perception to make repurchase intention on on-line shopping. The International Journal of Business Management Technology, 2(3), 10-20.
    Tran, V. D. (2020). Assessing the relationship between perceived crowding, excitement, stress, satisfaction, and impulse purchase at the retails in Vietnam. Cogent Business & Management, 7(1), 1858525. https://doi.org/10.1080/23311975.2020.1858525
    Tsai, H.-T., & Huang, H.-C. (2007). Determinants of e-repurchase intentions: An integrative model of quadruple retention drivers. Information Management, 44(3), 231-239. https://doi.org/10.1016/j.im.2006.11.006
    Turley, L. W., & Milliman, R. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193-211. https://doi.org/10.1016/S0148-2963(99)00010-7
    Unger, L. S., & Kernan, J. B. (1983). On the meaning of leisure: An investigation of some determinants of the subjective experience. Journal of Consumer Research, 9(4), 381-392. https://doi.org/10.1086/208932
    Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: Determinants and effects on shopping response. Journal of Retailing, 74(4), 515-539. https://doi.org/10.1016/S0022-4359(99)80106-7
    Wei, M., Bai, C., Li, C., & Wang, H. (2020). The effect of host–guest interaction in tourist co-creation in public services: Evidence from Hangzhou. Asia Pacific Journal of Tourism Research, 25(1), 457-472. https://doi.org/10.1080/10941665.2020.1741412
    Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495-513. https://doi.org/10.1108/08876040310486285
    Wong, J.-Y., & Wang, C.-H. (2009). Emotional labor of the tour leaders: An exploratory study. Tourism Management, 30(2), 249-259. https://doi.org/10.1016/j.tourman.2008.06.005
    Wray, B., Palmer, A., & Bejou, D. (1994). Using neural network analysis to evaluate buyer-seller relationships. European Journal of Marketing, 28(10), 32-48. https://doi.org/10.1108/03090569410075777
    Wu, H.-C., Cheng, C.-C., & Ai, C.-H. (2018). A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong. Tourism Management, 66(1), 200-220. https://doi.org/10.1016/j.tourman.2017.12.011
    Wu, S. T., Chiu, C. H., & Chen, Y. S. (2020). The influences of innovative technological introduction on interpretive experiences of exhibition: A discussion on the intention to use augmented reality. Asia Pacific Journal of Tourism Research, 25(1), 662–677. https://doi.org/10.1080/10941665.2020.1752754
    Yalch, R. F., & Spangenberg, E. R. (2000). The effects of music in a retail setting on real and perceived shopping times. Journal of Business Research, 49(2), 139-147. https://doi.org/10.1016/S0148-2963(99)00003-X
    Yi, S., Day, J., & Cai, L. A. (2014). Exploring Tourist Perceived Value: An Investigation of Asian Cruise Tourists' Travel Experience. Journal of Quality Assurance in Hospitality & Tourism, 15(1), 63-77. https://doi.org/10.1080/1528008X.2014.855530
    Yi, Y., & La, S. (2004). What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychology Marketing, 21(5), 351-373. https://doi.org/10.1002/mar.20009
    Yuan, Y.-H. E., & Wu, C. K. (2008). Relationships among experiential marketing, experiential value, and customer satisfaction. Journal of Hospitality and Tourism Research, 32(3), 387-410. https://doi.org/10.1177/1096348008317392
    Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.1177/002224299606000203
    Zhang, Y., Fiore, A. M., Zhang, L., & Liu, X. (2021). Impact of website design features on experiential value and patronage intention toward online mass customization sites. Journal of Fashion Marketing and Management, 25(2), 205-223. https://doi.org/10.1108/JFMM-11-2019-0261

    下載圖示
    QR CODE