Effect towards customer values, service quality, customer attitudes, and customer satisfaction in the Taiwan SPA Industry

in Domestic Journal (external review journal), 國內期刊(外審期刊)
標題Effect towards customer values, service quality, customer attitudes, and customer satisfaction in the Taiwan SPA Industry
出版類型國內期刊(外審期刊)
出版年度2014
Authors, 蔡宜萱, 詹慧珊, Hsieh Ching-Hsiu 謝清秀, & 黃宜純
開始頁37
頁數27
出版日期2014 / 6
其他編號0000
中文摘要

Today, SPA represents a service-intensive business in which service quality is increasingly important. This because, even though the cosmetic industry is being characterized by a plethora of advanced SPA products, only appropriate services can ensure high-quality consumption for the costumers. “SPA business” means performing SPA service and treatment by a professional operator. In the SPA business, the view of the consumers’ as they are going through the services will be affected by their own values and beliefs. Nevertheless, customers interact with the service provider in several ways. Most of the interactions traditionally occur during the service transaction. This is a point to the need for researchers to identify the factors that determine acceptance of services by the customers. The best services are those accepted by those served. And this is why so many scholars are now focusing on consumers’ psychological dynamics, called “individual mental rumination,” which may in turn predict consumer behavior. Indeed, it is these psychological processes that serve as a motivational base for the present study. Based on a sample of 534 customers from thirty SPA in Taiwan, a majority of the hypothesized relationships are strongly supported, indicating the appropriateness of using extended individual mental rumination to understand consumers’ thinking processes and to analyze customers’ expectation of the service quality. Therefore, results of the present study provide evidence for significant effects of the individual variables (e.g., career-confidence) on customer attitude through perceived self-accomplishment improvement and self-confidence. Specifically, education and household income were significant variables.

期刊名稱JOURNAL OF TAIWAN HOME ECONOMICS
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