本校學位論文庫
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钱子潮
王仁宏
商學院
工商管理碩士學位(MBA)課程(中文學制)
碩士
2021
探討服務氣候, 過度服務與難纏顧客對關係品質與 知覺價值之影響
Explore the Influence of Service Climate, Excessive Service and Jaycustomer on Relationship Quality and Perceived Value
服務氣候 ; 過度服務 ; 難纏顧客 ; 關係品質、知覺價值
Service Climate ; Excessive Service ; Jaycustomer ; Relationship Quality ; Perceived Value
公開日期：10/7/2025
本研究以金沙中國／銀河娛樂旗下酒店之住宿部門與餐飲部門 為研究範圍，且其消費者為研究對象，並透過問卷星發放正式問卷， 且為便利抽樣 (Convenience Sampling)。抽樣調查時間為 2022 年 4 月 25 日至 5 月 25 日，共回收 609 份，且有效問卷為 426 份。 同時，運用 SPSS 26 與 AMOS 26 進行資料分析。研究結果發現， 以整體樣本而言： 一、服務氣候對關係品質與知覺價值皆為顯著正相關。 二、過度服務對關係品質與知覺價值皆為顯著正相關。 三、難纏顧客對關係品質與知覺價值皆為顯著正相關。 四、關係品質具有部分中介效果。
he hotel of “Sands China” and “Galaxy Entertainment” as the research scope, and their consumers as the objects. The formal questionnaires are distributed through the www.wjx.cn and convenience sampling is used. The sampling survey is conducted from April 25 to May 25, 2022. A total of 609 questionnaires are retrieved and 426 are valid. At the same time, this study uses SPSS 26 and AMOS 26 to do the data analysis. The results for the overall samples show that: 1. Service climate was significantly positively related to relationship quality and perceived value. 2. Excessive service was significantly positively related to relationship quality and perceived value. 3. Jaycustomer was significantly positively related to relationship quality and perceived value. 4. Relationship quality had the partial mediation effect
2022
中文
94
致 謝 I
摘 要 II
Abstract III
圖目錄 VI
表目錄 VII
第一章 緒 論 8
1.1 研究背景與研究動機 8
1.2 研究目的 10
1.3 研究範圍與研究對象 11
1.4 研究流程 14
第二章 文獻探討 15
2.1 服務氣候 (Service Climate) 15
2.1.1 定義 15
2.1.2 量表 16
2.2 過度服務 (Excessive Service) 22
2.2.1 定義 22
2.2.2 量表 23
2.3 難纏顧客 (Jaycustomer) 28
2.3.1 定義 28
2.3.2 量表 29
2.4 關係品質 (Relationship Quality) 36
2.4.1 定義 36
2.4.2 量表 38
2.5 知覺價值 (Perceived Value) 47
2.5.1 定義 47
2.4.2 量表 48
2.6 服務氣候、過度服務、難纏顧客、關係品質與知覺價值之關係 53
第三章 研究架構、研究假設、研究方法、抽樣與問卷設計 57
3.1 研究架構與研究假設 57
3.2 結構方程模型 (Structural Equation Modeling, SEM) 59
3.3 抽樣 59
3.4 問卷設計 60
第四章 研究結果與分析 65
4.1 信度分析 65
4.2 敘述性統計分析 67
4.2.1 金沙中國 67
4.2.2 銀河娛樂 69
4.2.3 整體 71
4.3 迴歸分析 72
4.3.1 因素負荷量 (FL)、組合信度 (CR) 與平均變異抽取量 (AVE) 72
4.3.2 驗證性因素分析 77
4.3.3 假設統整表 79
第五章 結論與建議 80
參考文獻 83
作者簡歷 94
圖目錄
圖 1 研究流程圖 14
圖 2 研究架構圖 57
圖 3 服務氣候、過度服務、難纏顧客、關係品質與知覺價值之結構方程模型（整體） 77
表目錄
表 1 澳門六大博彩企業之賭牌屬性、企業名稱與所屬酒店11
表 2 澳門六大博彩企業所擁有之酒店房間數（間）與餐飲店數（家） 12
表 3 2018-2020 年澳門六大博彩企業之酒店部門與餐飲部門的總收益（單位：百萬港元）13
表 4 服務氣候之相關量表 16
表 5 過度服務之相關量表 23
表 6 難纏顧客之相關量表 29
表 7 關係品質之相關量表 38
表 8 知覺價值之相關量表 48
表 9 問卷設計 61
表 10 預試問卷之信度分析 66
表 11 FL、CR 與 AVE 72
表 12 整體之模型配適度 78
表 13 假設統整表 79
摘 要 II
Abstract III
圖目錄 VI
表目錄 VII
第一章 緒 論 8
1.1 研究背景與研究動機 8
1.2 研究目的 10
1.3 研究範圍與研究對象 11
1.4 研究流程 14
第二章 文獻探討 15
2.1 服務氣候 (Service Climate) 15
2.1.1 定義 15
2.1.2 量表 16
2.2 過度服務 (Excessive Service) 22
2.2.1 定義 22
2.2.2 量表 23
2.3 難纏顧客 (Jaycustomer) 28
2.3.1 定義 28
2.3.2 量表 29
2.4 關係品質 (Relationship Quality) 36
2.4.1 定義 36
2.4.2 量表 38
2.5 知覺價值 (Perceived Value) 47
2.5.1 定義 47
2.4.2 量表 48
2.6 服務氣候、過度服務、難纏顧客、關係品質與知覺價值之關係 53
第三章 研究架構、研究假設、研究方法、抽樣與問卷設計 57
3.1 研究架構與研究假設 57
3.2 結構方程模型 (Structural Equation Modeling, SEM) 59
3.3 抽樣 59
3.4 問卷設計 60
第四章 研究結果與分析 65
4.1 信度分析 65
4.2 敘述性統計分析 67
4.2.1 金沙中國 67
4.2.2 銀河娛樂 69
4.2.3 整體 71
4.3 迴歸分析 72
4.3.1 因素負荷量 (FL)、組合信度 (CR) 與平均變異抽取量 (AVE) 72
4.3.2 驗證性因素分析 77
4.3.3 假設統整表 79
第五章 結論與建議 80
參考文獻 83
作者簡歷 94
圖目錄
圖 1 研究流程圖 14
圖 2 研究架構圖 57
圖 3 服務氣候、過度服務、難纏顧客、關係品質與知覺價值之結構方程模型（整體） 77
表目錄
表 1 澳門六大博彩企業之賭牌屬性、企業名稱與所屬酒店11
表 2 澳門六大博彩企業所擁有之酒店房間數（間）與餐飲店數（家） 12
表 3 2018-2020 年澳門六大博彩企業之酒店部門與餐飲部門的總收益（單位：百萬港元）13
表 4 服務氣候之相關量表 16
表 5 過度服務之相關量表 23
表 6 難纏顧客之相關量表 29
表 7 關係品質之相關量表 38
表 8 知覺價值之相關量表 48
表 9 問卷設計 61
表 10 預試問卷之信度分析 66
表 11 FL、CR 與 AVE 72
表 12 整體之模型配適度 78
表 13 假設統整表 79
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