文化大學機構典藏 CCUR:Item 987654321/30003
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    題名: 五星級旅館其環境氣味對消費者行為， 情緒與滿意度影響之研究
    Introspection in Service Experience: The Impact of Ambient Scent on Consumer Behavior, Emotion, and Satisfaction in Five Star Hotels
    作者: 鍾宛廷
    Teng, Chen Wan
    貢獻者: 觀光事業學系
    關鍵詞: Ambient scent
    Consumer behavior
    Satisfaction
    Hotel
    Service experience
    日期: 2015-06
    上傳時間: 2015-07-30 11:01:02 (UTC+8)
    摘要: In the modern marketing, retail services and hospitality industry has shown great interests in the use of scents; the sense of smell may be emerging as surprisingly tools in service settings. Several researchers have stated that ambient scent can affect consumers’ affective and cognitive reaction, then affecting their memory, evaluation, attention and these can in turn lead to approach behavior of consumers. Though some studies have focused on the impact of ambient scent on emotion, cognition, and consumer behavior in the retail industry; but there is comparatively little attention has been dedicated to the impact of ambient scent in the hotel industry. Therefore, the objective of this paper is to explore the effect of ambient scent on guests’ emotion, satisfaction and behavioral intentions of their hotel service experience. Experimental design has applied to this study to examine the effect of the ambient scent in Taipei five star hotels. The findings confirmed the relationship between scent, emotion, satisfaction and behavioral intentions and indicated that ambient scent had significant effects on guests’ emotions, while latter influenced on guest’ satisfaction and behavioral intentions. Based on the findings derived from experimental design and factor analysis in this study, the results provide a better interpretation and insights on the relationship between consumer behavior and emotion in hotel environmental settings as well as in marketing development.
    顯示於類別:[觀光事業學系暨研究所 ] 博碩士論文

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