服務體驗、關係品質與幸福感關聯性研究－以旅館業為例

The Study on Service Experience, Relationship Quality and Well-Being: Hotel Industry as Example

薛榮棠(Jung-Tang Hsueh) ； 梁德慶(Te-Ching Liang)

《永續發展與管理策略》 5卷2期 (2013/09) Pp. 95-112

https://doi.org/10.6734/JSDMS.201309_5(2).0005

摘要

世界經濟狀況自2008年美國次級房貸風暴後處於一個低迷的時代，經濟問題接二連三的爆發。商業週刊1288期封面故事「200%的商機」中報導，在這一波不景氣中台灣「旅館業」逆勢成長。在日益競爭的商業環境中，僅僅提供優良的服務體驗已無法滿足顧客多元需求。如何創造差異化競爭優勢，可試著從顧客關係與心理滿足層面著手。本研究旨在探討旅館業服務體驗、關係品質與幸福感間之關聯性，研究分析發現：（一）服務體驗對關係品質有正向顯著影響；（二）關係品質對幸福感有正向顯著影響；（三）服務體驗對幸福感有正向顯著影響。

關鍵字

服務體驗 ； 關係品質 ； 幸福感

並列摘要

The world economic is in a slump since U.S. subprime mortgage crisis in 2008, economic problems emerge continuously around the world. ”200% business opportunity” was the cover story of Business Weekly No. 1288 which reported instead of the depression, hotel industry is still growing in this crisis. It is not enough only providing excellent service experience in the competitive business environment. How to create differentiation advantage? Hotel industry can try to proceed from the level of customer relationship and mental satisfaction. The purpose of this research is to explore the relationship between service experience, relationship quality and well-being. Data gathered from online questionnaire platform. Analysis results show that: (1) service experience has significant positive influence on relationship quality; (2) relationship quality has significant positive influence on well-being; (3) service experience has significant positive influence on well-being.

並列關鍵字

Service Experience ； Relationship Quality ； Well-being