Responsive image
博碩士論文 etd-0702121-225819 詳細資訊
Title page for etd-0702121-225819
The Effect of Food Quality and Servicescape on Perceived Value and Satisfaction in Luxury Restaurants : The Mediating Effects of Functional, Symbolic and Experiential benefits
Year, semester
Number of pages
Chang, Kung-Hsiung
Advisory Committee
Huang, Min-hsin
Date of Exam
Date of Submission
Luxury, Luxury Restaurant, Food Quality, Servicescape, Experiential benefit
本論文已被瀏覽 227 次,被下載 48
The thesis/dissertation has been browsed 227 times, has been downloaded 48 times.
奢華的產品可觸摸得到及可感受到產品實質性的利益與高附加價值,但是在服務產業裡的奢華,消費者是否也相同感受到其所蘊含之實質性利益與高附加價值?本研究則以奢華餐廳做為研究主軸,探討餐點品質與服務場域對消費者感知功能利益、體驗利益和象徵利益及知覺價值和滿意度之影響,採網路問卷調查,共獲得有效問卷 525 份。
Luxury products can be touched and felt the substantial benefits and high added value of the products. However, in the luxury service industry, do consumers also feel the substantial benefits and high added value contained in it? This study focuses on luxury restaurants, investigate the effects of food quality and servicescape on consumers' perceived functional benefits, experience benefits, symbolic benefits, and perceived value and satisfaction. Total 525 valid questionnaires were collected online survey.
This study used the Structural Equation Model(SEM)as the analysis method. Confirmatory factor analysis(CFA)and Structural Equation Model(SEM)to examine food quality and servicescape the relationship between the perceived consumer interests. The results showed that the food quality, servicescape, functionalism, symbolic, perceived value and satisfaction of luxury service had a positive relationship, but the food quality did not have a significant impact on symbolic. Only the servicescape and perceived value had a positive effect on the experience benefit, while the food quality and satisfaction did no effect it.The conclusions of this study will be helpful to the development of luxury service industry.
目次 Table of Contents
論文審定書 i
中文摘要 ii
英文摘要 iii
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 3
第三節 研究目的 4
第四節 研究問題 5
第二章 文獻回顧 6
第一節 奢華 6
一、奢華的定義 6
二、奢華的階層 7
三、奢華的價值感知 9
第二節 奢華服務業 12
一、服務業的定義 12
二、奢華餐廳 14
第三節 知覺利益 16
第四節 知覺價值 18
第五節 滿意度 20
第三章 研究架構與假說推論 22
第一節 研究架構 22
第二節 假說推論 23
一、餐點品質與消費者感知利益的關係 23
二、服務場域與消費者感知利益的關係 25
三、消費者感知利益與知覺價值及滿意度的關係 26
四、 消費者知覺價值與滿意度的關係 29
第三節 問卷設計 31
一、餐點品質 32
二、服務場域 33
三、消費者感知利益 34
四、知覺價值 35
五、滿意度 36
六、人口統計變項 37
第四節 資料分析方法 38
一、敘述性統計分析 38
二、驗證性因素分析 38
三、信度分析 38
四、效度分析 39
第四章 研究結果 40
第一節 敘述性統計分析 40
一、樣本資料蒐集與分析 40
二、人口統計變項 40
第二節 驗證性因素分析 44
一、測量模型 44
二、收斂效度 45
三、區別效度 47
四、模型配適度 47
第三節 假說驗證 48
一、餐點品質與消費者感知利益的關係 48
二、服務場域與消費者感知利益的關係 48
三、消費者感知利益與知覺價值及滿意度的關係 48
四、消費者知覺價值與滿意度的關係 51
第五章 結論 55
第一節 研究結論 55
第二節 學術貢獻 57
第三節 管理實務意涵 58
第四節 研究限制 59
第五節 後續研究建議 60
參考文獻 61
附錄 69
參考文獻 References
Aaker, D. A., & Joachimsthaler, E. (2000). The brand relationship spectrum: The key to the brand architecture challenge. California management review, 42(4), 8-23.
Alleres (1990). A Hierarchy of Luxury Goods Products Luxe-Strategies Marketing. Paris: Economica
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing science, 12(2), 125-143.
Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & marketing, 20(2), 123-138.
Andersson, T. D., & Mossberg, L. (2004). The dining experience: do restaurants satisfy customer needs? Food Service Technology, 4(4), 171-177.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the academy of marketing science, 22(4), 328-339.
Barber, N., Goodman, R. J., & Goh, B. K. (2011). Restaurant consumers repeat patronage: A service quality concern. International Journal of Hospitality Management, 30(2), 329-336.
Berry, L. L. (1968). The Components of Department Store Image: A Study of Three Selected Department Stores in Phoenix, Arizona: Arizona State University.
Berry, C. J. (1994). The idea of luxury: A conceptual and historical investigation (Vol. 30): Cambridge university press.
Bhaduri, G., & Stanforth, N. (2016). Evaluation of absolute luxury. Journal of Fashion Marketing and Management: An International Journal.
Bhat, S., & Reddy Srinivas, K. (1998). Symbolic and functional positioning of brands. Journal of Consumer Marketing, 15(1), 32-43.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of marketing, 56(2), 57-71.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of consumer research, 17(4), 375-384.
Brun, A., & Castelli, C. (2013). The nature of luxury: a consumer perspective. International Journal of Retail & Distribution Management.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 2(3), 244-249.
Chen, A., & Peng, N. (2018). Examining consumers’ intentions to dine at luxury restaurants while traveling. International Journal of Hospitality Management, 71, 59-67.
Chevalier, M., & Mazzalovo, G. (2008). Luxury brand management: a world of privilege: John Wiley & Sons.
Christopher, M. (1992). Logistics and supply chain management: Financial Times/Irwin Professional Pub.
Cole, S. T., & Scott, D. (2004). Examining the mediating role of experience quality in a model of tourist experiences. Journal of Travel & Tourism Marketing, 16(1), 79-90.
Countryman, C. C., & Jang, S. (2006). The effects of atmospheric elements on customer impression: the case of hotel lobbies. International Journal of Contemporary Hospitality Management.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218.
Dawson, M., Abbott, J., & Shoemaker, S. (2011). The hospitality culture scale: A measure organizational culture and personal attributes. International Journal of Hospitality Management, 30(2), 290-300.
Delgado‐Ballester, E., & Munuera‐Alemán, J. L. (2001). Brand trust in the context of consumer loyalty. European Journal of marketing.
Dhar, R., & Wertenbroch, K. (2000). Consumer choice between hedonic and utilitarian goods. Journal of marketing research, 37(1), 60-71.
Dube, L., Renaghan, L. M., & Miller, J. M. (1994). Measuring customer satisfaction for stategic management Cornell Hotel and Restauran, Administration Quarterly. In: Ithaca.
Dubois, B., Laurent, G., & Czellar, S. (2001). Consumer rapport to luxury: Analyzing complex and ambivalent attitudes. Retrieved from
Dubois, B., Czellar, S., & Laurent, G. (2005). Consumer segments based on attitudes toward luxury: empirical evidence from twenty countries. Marketing letters, 16(2), 115-128.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of marketing, 56(1), 6-21.
Garg, R. E., Chhikara, R. E., Panda, T. K. E., & Kataria, A. E. (2018). Driving customer appeal through the use of emotional branding: Business Science Reference/IGI Global.
Gefen, D., & Straub, D. (2005). A practical guide to factorial validity using PLS-Graph: Tutorial and annotated example. Communications of the Association for Information systems, 16(1), 5.
Gibson, R. S. (2005). Principles of nutritional assessment: Oxford university press, USA.
Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of marketing science review, 1(1), 1-22.
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.
Grossman, G. M., & Shapiro, C. (1986). Counterfeit-product trade. In: National Bureau of Economic Research Cambridge, Mass., USA.
Groth, J. C., & McDaniel, S. W. (1993). The exclusive value principle: the basis for prestige racing. Journal of Consumer Marketing.
Gupta, S., & Zeithaml, V. (2006). Customer metrics and their impact on financial performance. Marketing science, 25(6), 718-739.
Gurzki, H., & Woisetschläger, D. M. (2017). Mapping the luxury research landscape: A bibliometric citation analysis. Journal of Business Research, 77, 147-166.
Gutsatz, M., & Heine, K. (2018). Is luxury expensive? Journal of brand management, 25(5), 411-423.
Haley, R. I. (1968). Benefit segmentation: A decision-oriented research tool. Journal of marketing, 32(3), 30-35.
Hair, J. F., Anderson, R., Tatham, R., & Black, W. (1998). Factor analysis. Multivariate data analysis. NJ: Prentice-Hall, 3, 98-99.
Han, H., & Jeong, C. (2013). Multi-dimensions of patrons’ emotional experiences in upscale restaurants and their role in loyalty formation: Emotion scale improvement. International Journal of Hospitality Management, 32, 59-70.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of consumer research, 9(2), 132-140.
Holbrook, M. B. (1999). Consumer value: a framework for analysis and research: Psychology Press.
Jang, S. S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants. Journal of Business research, 62(4), 451-460.
Johnson, C., Surlemont, B., Nicod, P., & Revaz, F. (2005). Behind the stars: a concise typology of Michelin restaurants in Europe. Cornell Hotel and Restaurant Administration Quarterly, 46(2), 170-187.
Johansson, D. J., & Azar, C. (2007). A scenario based analysis of land competition between food and bioenergy production in the US. Climatic Change, 82(3-4), 267-291.
Joung, H.-W., Goh, B. K., Huffman, L., Yuan, J. J., & Surles, J. (2015). Investigating relationships between internal marketing practices and employee organizational commitment in the foodservice industry. International Journal of Contemporary Hospitality Management.
Kang, G. D., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality: An International Journal.
Kapferer, J.-N. (1997). Managing luxury brands. Journal of brand management, 4(4), 251-259.
Kastanakis, M. N., & Balabanis, G. (2012). Between the mass and the class: Antecedents of the “bandwagon” luxury consumption behavior. Journal of Business research, 65(10), 1399-1407.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of marketing, 57(1), 1-22.
Kelley, S. W., & Hoffman, K. D. (1997). An investigation of positive affect, prosocial behaviors and service quality. Journal of retailing, 73(3), 407-427.
Khan, M. A. (1991). Concepts of foodservice operations and management: Van Nostrand Reinhold.
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of retailing, 49(4), 48-64.
Kotler, P., & Turner, R. E. (1997). Marketing management: Analysis, planning, implementation, and control (Vol. 9): Prentice hall Upper Saddle River, NJ.
Kotler, P. (1999). Marketing management: The millennium edition (Vol. 199): Prentice Hall Upper Saddle River, NJ.
Kunkel, J. H., & Berry, L. L. (1968). A behavioral conception of retail image. Journal of marketing, 32(4_part_1), 21-27.
Mattila, A. S. (1999). The role of culture and purchase motivation in service encounter evaluations. Journal of Services Marketing.
Lin, I. Y., & Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived congruency on customers' emotions and satisfaction. Journal of hospitality marketing & management, 19(8), 819-841.
Liu, Y., & Jang, S. S. (2009). Perceptions of Chinese restaurants in the US: what affects customer satisfaction and behavioral intentions? International Journal of Hospitality Management, 28(3), 338-348.
Mauss, M. (1954). Forms and functions of exchange in archaic societies. Trans. Ian Cunnison. London: Cohen, 86.
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of services marketing.
Millan, A., & Esteban, A. (2004). Development of a multiple-item scale for measuring customer satisfaction in travel agencies services. Tourism management, 25(5), 533-546.
Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31(3), 387-409.
Nitiwanakul, W. (2014). A Comparative study of customer perceived value as a driver for fine dining restaurant selection. AU Journal of Management, 12(1), 1-13.
Norman, D. A. (1984). Stages and levels in human-machine interaction. International journal of man-machine studies, 21(4), 365-375.
Nunnally, J. C. (1978). Psychometric Theory 2nd ed. In: Mcgraw hill book company.
O’cass, A., & Frost, H. (2002). Status brands: examining the effects of non‐product‐related brand associations on status and conspicuous consumption. Journal of product & brand management.
Oliver, C. (1997). Sustainable competitive advantage: combining institutional and resource‐based views. Strategic management journal, 18(9), 697-713
Ottenbacher, M., & Harrington, R. J. (2007). The innovation development process of Michelin‐starred chefs. International Journal of Contemporary Hospitality Management.
Padgett, D., & Allen, D. (1997). Communicating experiences: A narrative approach to creating service brand image. Journal of advertising, 26(4), 49-62.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of marketing, 58(1), 111-124.
Park, C. W., Jaworski, B. J., & MacInnis, D. J. (1986). Strategic brand concept-image management. Journal of marketing, 50(4), 135-145.
Park, C. W., MacInnis, D. J., Priester, J., Eisingerich, A. B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of marketing, 74(6), 1-17.
Park, Y., Yoo, J., Lim, B., Kwon, W., & Rhee, S.-W. (2016). Improving the functionality of carbon nanodots: doping and surface functionalization. Journal of Materials Chemistry A, 4(30), 11582-11603.
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.
Peng, N., Chen, A., & Hung, K.-P. (2020). Dining at luxury restaurants when traveling abroad: incorporating destination attitude into a luxury consumption value model. Journal of Travel & Tourism Marketing, 37(5), 562-576.
Peterson, R. A., & Merino, M. C. (2003). Consumer information search behavior and the Internet. Psychology & marketing, 20(2), 99-121.
Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of leisure research, 34(2), 119-134.
Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management.
Punj, G. N., & Staelin, R. (1983). A model of consumer information search behavior for new automobiles. Journal of consumer research, 9(4), 366-380.
Rao, A. R., & Monroe, K. B. (1989). The effect of price, brand name, and store name on buyers’ perceptions of product quality: An integrative review. Journal of marketing research, 26(3), 351-357.
Regan, W. J. (1963). The service revolution. Journal of marketing, 27(3), 57-62.
Renand (1993). Product Positioning of Luxury Goods. Revue Francaise du Marketin
Ryu, K., & Jang, S. S. (2007). The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants. Journal of Hospitality & Tourism Research, 31(1), 56-72.
Ryu, K., & Jang, S. (2008). DINESCAPE: A scale for customers' perception of dining environments. Journal of Foodservice Business Research, 11(1), 2-22.
Ryu, K., & Jang, S. (2008). RETRACTED ARTICLE: Influence of restaurants' physical environments on emotion and behavioral intention. The Service Industries Journal, 28(8), 1151-1165.
Ryu, K., Han, H., & Jang, S. S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast‐casual restaurant industry. International Journal of Contemporary Hospitality Management.
Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management.
Singh, A., Kim, H. B., & Huh, C. (2006). Differential impacts of information technology services in the Korean hotel industry: A study of management perceptions. Hospitality Review, 24(2), 8.
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Consumption values and market choices: Theory and applications: South-Western Pub. Cinicinnati, OH.
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.
Shukla, P., & Purani, K. (2012). Comparing the importance of luxury value perceptions in cross-national contexts. Journal of Business Research, 65(10), 1417-1424.
Smith, E. A., & Bliege Bird, R. (2005). Costly signaling and cooperative behavior. Moral sentiments and material interests: The foundations of cooperation in economic life, 6, 115.
Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235-247.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of retailing, 77(2), 203-220.
Teng, C.-C., & Chang, J.-H. (2013). Mechanism of customer value in restaurant consumption: Employee hospitality and entertainment cues as boundary conditions. International Journal of Hospitality Management, 32, 169-178.
Truong, Y. (2010). Personal aspirations and the consumption of luxury goods. International Journal of Market Research, 52(5), 655-673.
Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: a review of the experimental evidence. Journal of Business Research, 49(2), 193-211.
Veblen, T. (1899). The theory of the leisure classes. New American Library, New York, NY.
Vickers, J. S., & Renand, F. (2003). The marketing of luxury goods: An exploratory study–three conceptual dimensions. The marketing review, 3(4), 459-478.
Vigneron, F., & Johnson, L. W. (1999). A review and a conceptual framework of prestige-seeking consumer behavior. Academy of marketing science review, 1(1), 1-15.
Vigneron, F., & Johnson, L. W. (2004). Measuring perceptions of brand luxury. Journal of brand management, 11(6), 484-506.
Wakefield, K. L., & Blodgett, J. G. (1994). The importance of servicescapes in leisure service settings. Journal of services marketing.
Wang, Y., Zhao, X., & Qiao, M. (2011). Customer Satisfaction Evaluation in Retail Businesses. Paper presented at the 2011 International Conference on Information Management, Innovation Management and Industrial Engineering.
Wiedmann, K. P., Hennigs, N., & Siebels, A. (2009). Value‐based segmentation of luxury consumption behavior. Psychology & Marketing, 26(7), 625-651.
Wu, C. H.-J., & Liang, R.-D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28(4), 586-593.
Yang, W., & Mattila, A. S. (2016). Why do we buy luxury experiences? International Journal of Contemporary Hospitality Management.
Yeoman, I., & McMahon-Beattie, U. (2010). Revenue management: a practical pricing perspective: Springer.
Yeoman, I. (2011). The changing behaviours of luxury consumption. Journal of Revenue and Pricing Management, 10(1), 47-50.
Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism management, 26(1), 45-56.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.
Zeithaml, V., Bitner, M. J., & Gremler, D. D. (2002). Services marketing. 3rd.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2013). Services marketing: Integrating customer focus across the firm.
電子全文 Fulltext
論文使用權限 Thesis access permission:校內校外完全公開 unrestricted
開放時間 Available:
校內 Campus:開放下載的時間 available 2021-08-02
校外 Off-campus:開放下載的時間 available 2021-08-02

紙本論文 Printed copies
開放時間 available 2021-08-02

QR Code