期刊論文
| 學年 | 112 |
|---|---|
| 學期 | 2 |
| 出版（發表）日期 | 2024-05-22 |
| 作品名稱 | Re-patronage on chain stores: mediating and moderating role of customer engagement and experiential value |
| 作品名稱（其他語言） | |
| 著者 | Shu-Hsien Liao; Da-Chian Hu; Szu-Yu Hou |
| 單位 | |
| 出版者 | |
| 著錄名稱、卷期、頁數 | Total Quality Management & Business Excellence 35(9-10), pp.1076-1097 |
| 摘要 | We contact the outside world through our five sense organs. This is the goal for business creating and maintaining attractive five senses for better servicescape service quality and sales. Perceived service quality is the level of consumers’ cognition of service quality in a specific situation. That is an important basis for consumers to make purchase and re-patronage decisions. With satisfaction, loyalty and commitment from customers, customer engagement can support customer re-patronage. Experiential value is a sublimation of service value, which is form a deep memory or leave a good impression on a service. Re-patronage intention is usually interpreted as the leading factor of re-purchasing power. Chunghwa Telecom Co., Ltd. (CHT) is the largest integrated telecommunications service chain stores in Taiwan. This study aims to investigate the mediating effect of customer engagement and moderating role of experiential value into the research model to investigate the two moderated moderation effects for the CHT chain stores (n = 937). This study first found that mediating effect of customer engagement and moderating role of experiential value on the relationship between perceived service quality and five senses of servicescape can enhance re-patronage on CHT chain stores. Finally, theoretical and practical implications are presented. |
| 關鍵字 | Five senses of servicescape; perceived service quality; customer engagement; experiential value; re-patronage intentions; moderated mediation model |
| 語言 | en |
| ISSN | 1478-3363; 1478-3371 |
| 期刊性質 | 國外 |
| 收錄於 | SSCI |
| 產學合作 | |
| 通訊作者 | |
| 審稿制度 | 否 |
| 國別 | GBR |
| 公開徵稿 | |
| 出版型式 | ,電子版 |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/127498 ) |