The Study of Influence on the Customer Experience Value and Satisfaction in the Service Industry - The Dramaturgy Theory Perspective

• Main Authors: Mo-Yen Huang, 黃模焱
• Other Authors: Hsi-Jui Wu
• Format: Others
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/q48s7c

碩士 === 國立東華大學 === 企業管理學系 === 100 === Hotels provide accommodation, food and beverage, the conference facilities. According to the hotel related regulations of Ministry of Communications Tourism Bureau, the hotels are categorized as "international tourist hotel" and "tourist hotel" to "International Tourist Hotel" of the highest level for the hotel equipment, providing excellent quality accommodation, catering and entertainment related services and facilities, to the customer of the experience contains different properties. This study is based on the theater theory of Grove &;Fisk (1983). The theory combines the visibility of the back stage and the service team. By this theory, the practical situation of the hotel management is identified. In the service industry, the shaping of the environment atmosphere of the front stage is one of the necessary conditions.The consumer glimpse into the former consumer experience in the effects, and hotel after spending in the former workers team the views of the consumer experience before, this research to (back visibility, physical support, actors, audiences, performance and performance team) as a customer value of the experience of factors, the customer satisfaction as experience consequences value. The study of the Nationality consumers in December, the 2011 years 2012 years April 8, Hualien ago are Astar Hotel, Marshal Hotel, Hualien Chateau de Chine Hotel, Parkview Hotel, Silks Place Hotel, Taroko, Farglory Hotel, Hualien to hotel 6 international tourist hotel accommodations customers, the study samples of the parent; questionnaire release and recovery in part travel agencies: through travel agents of familiar leader import issued at the scene filled a recovery and the irrigation of: Through associates paper, or forwards sent filled a recovery; the study recovered 544 questionnaire, effective questionnaire to 488, Through data analysis the empirical results like the following: 1. The back visibility has significantly negative effect on experience value. 2. The setting has significantly positive effect on experience value. 3. The actors show no positive effect on experience value. 4. The audience has significantly positive effect on experience value. 5. The performance has significantly positive effect on experience value. 6. The performance team has significantly positive effect on experience value. 7. The experience value has significantly positive effect on customers satisfaction.