多樣化壽險商品時代來來臨、壽險業目標市場鎖定的需求，致使「選擇適當的目標市場」和「設計適合目標市場的行銷組合策略」成為保險業者在擬定行銷策略所應注重兩大方向。惟如何選擇最具有吸引力，而又適合本身資源條件及競爭環境的目標市場，則就是行銷理論研究及實務上最重要的一項問題。 綜觀目前國內各研究所的論文中，關於消費者對於保險商品之購買行為的研究，多集中在消費者購買保險的原因或動機之分析上。惟其多是描述性、相關性分析為主，而此類研究方式雖然有其實用性，但其在缺乏「因果關係」的分析下，實無法了解消費者本身之不同，所引起購買意願之不同。再者，其並未進一步針對不同商品，研究影響消費者之所以購買不同商品之因素，係因任何忽略「商品多樣性」的研究，顯然過於簡化影響是否消費者購買保險商品之因素。本文對於消費者購買行為之基本認識為：消費者決定『是否購買』。保險，以及決定『選擇何種』保險的過程是同一的、不可分的。」因此，本文將以「多樣化的保險商品」為前提，來研究消費者決定「是否」購買保險、以及「選擇」購買何種保險之原因或動機。 究竟「消費者本身的差異性」與「是否購買及購買何種保險」之間存在什麼樣的關係，同時也是保險公司在保單設計、搭配、以及保險行銷上不可忽略之重要裁題。本文從于證資料上分析此一問題，以EKB消費者行為模式為理論基礎，依消費者本身的不同的背景、不同投保的動機、不同對保險的認知等等不同追求產品的相對利益為基礎因素，來探討消費者對不同的保險商品的需求。 本文乃以『問卷調查』為研究工具，針對台灣地區 20 歲- 70 歲之消費者為研究對象，實際訪查消費者所偏好之保險商品。共計取得有效問卷 965 份，輔以以效用函數為理論基礎之『羅吉特迴歸模式』計量方式，找出「消費者本身的差異性」與「是否購買及購買何種保險產品」之間的因素，並而建立消費者效用函數，進而預估消費者購買保險機率，促使業者更能設計符合消費者需求之保單組合。 研究結果顯示，在「是否會購買保險」的議題上，發現消費者教育程度不同會影響其購買意願；「保險演講會的舉行」、「親友在保險公司做事」或「自身或家屬曾發生事故」時，亦會明顯提高消費者之購買意願；業務員的上門推銷將是促使消費者引起購買保險的主要動機之一；再者，消資者在購買保險時，最重要之評估準則，則在於壽險期間是否太長、領回的錢值不值得及保費是否會太高等問題。 就「偏好購買不同商品」的議題上，本研究亦就目前市面上較為普遍之十種商品作研究，研究發現影響消費者偏好購買各個商品之因素各有不同，本文亦對其作綜合整理。最後亦針對研究結果，就各個不同保險商品，依其具有顯著水準之人口統計變項作--市場區隔，以期能提供保險公司或業務員在銷售時，可依商品的不同對消費大眾做市場區隔，使業務員或保險公司較易針對消費者不同的需求，做出較適合消費者且較易使消費者接受的保單設計。相信如此一來，非但有助於保險公司之保單設計與行銷，對於保險消費者如何選擇最適合自己的保單，也有相當的助益。 / The main goal of this research is to study the motives of the consumers purchasing the insurance policies and the selecting procedures. The previous researches on this area have been focused on the purchasing motives of each individual consumer. This kind of approach is widely used in practice. However, the consumers are not facing one insurance product but a variety of different insurance portfolios. In this study, we focus on analyzing the consumer-purchasing behavior of insurance portfolios. The logistic regression model is used to estimate the preference of the consumers among different insurance policies. The procedures of this study are summarized in the following: ( 1 )Review the developments of the previous researches and the findings. ( 2 )Design an appropriate questionnaire to collect the valid information and formulate the logistic regression model in this study. ( 3 )Collect the samples from the questionnaire and code this survey into a database system. ( 4 )Estimate the coefficients in the regression model in Step (2) and analyze the results. Finally comment on the findings. Using the logistic regression model is helpful for the marketing department in insurance company to target the appropriate populations and differentiate the various insurance portfolios. In this study, the information from the questionnaire is investigated based on our choice model. Monitoring these effects is beneficial for the managers having concise information in our target markets. Finally, a quantitative model is proposed for Taiwan insurance markets and the recommended marketing strategy.

商業設施活動類型由傳統的零星雜貨店鋪、市場、超市、百貨公司、量販店至大型購物中心等，發展型態，由據點、沿街路線、核心商業區、至目前郊區化發展的大型購物中心，整個商業活動蓬勃發展。但相對的也衍生了各種商業空間結構問題，致使都市機能品質日益惡化。因此，本研究擬從臺北市商業發展體系內之主要商業核心區進行實證分析，探討商業核心區空間層級如何界定及商業核心區區位如何選擇與競爭？期使商業活動發展由空間結構所規範。建立完善之商業空間體系。 　　本論文共有六章，二十二節，相關內容如下： 　　第一章：介紹研究動機、目的、研究範圍、內容、方法與流程。 　　第二章：說明商業空間結構相關結構理論基礎與研究模式，並對重要名詞加以定義，回顧相關文獻，以作為本研究分析乏基礎。 　　第三章：依中地理論背景，由供給面分析台北市商業空間結構，以商業設施規模複雜性分析、商業機能分析與二元變數法分析，界定出台北市25個商業核心區為四類空間層級。 　　第四章：依消費者行為活動理論，由需求面分析台北市商業空間結構，以消費者社經層級、消費型態、消費行為活動分析與群落分析，分別界定出台北市25個商業核心區各屬性的空間層級劃分。 　　第五章：以同層級商業核心區進行區位選擇競爭分析，本文以第三層級商業核心區進行供需因素綜合評比，並選出最佳區位地點南港商業核心區。 　　第六章：綜合前文分析，認為空間結構應由中地理論與消費活動理論一同建構，並依同層級商業核心區作為區位設址選擇分析之基準，最後，提出本研究之結論與建議。

隨著經濟成長，高度競爭的生活環境造成人們睡眠品質不佳或失眠，多半是深受入睡困難、淺眠和早醒等困擾。因此，對於現代人逐漸願意投資在寢具和床墊產品只求一夜好眠。 床墊是為耐久財，生命週期長且消費者感知風險高，因此大多消費者在購買前會先進行相關資訊蒐集。網路的普及使得商品資訊在網路上公開，使得網路成為消費者購物前蒐集資訊的主要管道。而隨著web2.0的興起，消費者在網路上分享產品資訊的網路口碑有了爆炸性的增加，產生了讓廠商無法忽視的網路口碑效應。透過網路口碑的分析可以了解消費者與市場需求，提供廠商未來修正整體經營策略。 本研究透過網路蒐集網路口碑進行內容分析法，瞭解消費者選購床墊的決策流程以及對國內外高價品牌床墊的評價。從研究結果可以發現，近四成的消費者是為了改善睡眠品質而產生購買床墊的需求。實體通路及網路是消費者主要蒐集資訊的管道。在評估床墊時，消費者重視床墊品質、價格以及軟硬度，他們在意床墊和彈簧的設計以及床墊軟硬度。而有近五成五的消費者是偏好較硬床墊。近九成九的購買管道為品牌床墊專賣店和一般床墊經銷通路居多。約1%的消費者由於網路購物的七天鑑賞期而選擇在網路購物平台購買。近七成五的消費者購買後表示滿意，近二成五的消費者購後仍不滿意床墊與彈簧的設計與材質，以及依舊腰酸背痛等。 消費者對於國內外床墊品牌的正面口碑多於負面口碑，其中消費者對席伊麗品牌形象最佳，負面評論少。而消費者對本土床墊品牌，如：德泰彈簧床、老K牌彈簧床和10 Days的品質也有正面的評價，但對於品牌形象與經營則保持負面的態度，建議未來應針對加強品牌權益的目標，調整行銷策略。 / With economic growth, a highly competitive environment results people in poor quality sleep or insomnia. Most of them suffer from difficulty in falling asleep, light sleep and wake early. Therefore, people are more and more willing to invest in bedding, pillow and matress just for a good quality sleep. Due to the mattresses are durable goods with long product life cycle and perceived risk, consumers usually spend a lot of time to study the mattresses before purchasing. On the other hand, with the universal of the Internet and the growth of web2.0, the blooming e word-of-mouths (eWOM) makes consumer tend to uderstand products in advance by reading comments. That indeed cause a serious effect on eWOM for firms who should not ignore. Through analyzing the eWOM, firms could understand the trend on the demand side then modify their strategies. This study collected eWOM from the Internet and use content analysis to understand consumer purchase decision process as well as the consumers’ insights into upscale mattresses. From the results, we could know that almost 40% of consumers buy a new mattress for improving sleeping quality. They usually collect the necessary information by visiting physical channels and surfing on the Internet. They evaluate the mattresses quality, price, softness and firmness. They care about mattresses and springs’ design and matieral. Almost 55% of consumers prefer to buy a firm mattress. Almost 99% of consumers buy mattresses at the physical channels. Rest of consumers buy mattresses on e-commerce due to the 7-days return warranty. Almost 75% of consumers feel satisfied after purchasing. Rest of them are not satisfied at the mattresses and springs’ design and material and uncomfortableness. Consumers gave more positive comments than negative comments on the selected mattresses brands. Sealy had a reputation on its brand image and quality; King Koil, The-Tai Mattress, Kingbed, Tempur and 10 Days are all well-know for their quality as well, but still had some negative comments on the brand image and price. After the eWOM studies on each selected brand, this study gave suggestions to each brand for its future marketing strategy.

台灣電視購物產業蓬勃發展，加上「數位匯流」趨勢，主要電視購物業者 紛紛整合電視、網路、手機等通路，使台灣電視購物規模不斷擴大，消費者有何 需求、對於電視購物頻道行銷手法有何感受，乃值得深究的課題。 本研究採用深度訪談法的半結構式訪談，以立意抽樣方式，訪談10 位居住 在大台北地區的電視購物消費者，旨在探討其需求，以及其對於電視購物頻道行 銷手法的感受。 研究發現： 一、受到電視購物便利性吸引，購買日常生活用品、旅遊產品的人很多。 二、儘管消費者常在電視購物消費，但會到實體通路購買物品。 三、由於無法親自看到商品，電視購物消費者感到知覺風險。 四、電視購物消費者喜歡的主持人特質是誠懇、有信用。 五、電視購物消費者對特定頻道較無忠誠度。 六、電視購物消費者在下單時，偏好專人接聽服務。 七、電視購物消費者雖然肯定電視購物便利性與商品便宜價格，但是仍對 品質有疑慮。 八、電視購物消費者認為未來電視購物將繼續蓬勃發展，是時勢所趨。 本研究根據研究結果，提出研究建議如下： 一、政府監督，落實鑑賞制度 二、付款安全，推第三方支付 三、積極管理，盼主持人自制 四、服務取勝，勿用噱頭行銷 五、養忠誠度，可用集點紅利 六、專人接聽，供客製化服務 七、提供試用，通路虛實整合 八、數位匯流，整合不同系統 九、賺親友財，引入推薦制度 十、強化物流，退貨化繁為簡 / The TV shopping industry has been thriving these years. With the trend of digital convergence, major TV shopping enterprises are dedicated to integrating different channels, including TV, the Internet and mobile phones and broaden the size of the industry. What customers need and how they feel about the marketing strategies of the TV shopping channels are issues worthy to research. Adopting semi-structured and depth interview, the study applies purposive sampling and interviews 10 TV shopping consumers living in greater Taipei area, aiming to investigate these consumers’ demands and their feelings about marketing strategies of TV shopping channels in Taiwan. The findings are: 1. Due to the convenience, consumers are attracted to purchase daily necessaries and tourism products. 2. Consumers purchase at brick-and-mortar stores though they often do TV shopping. 3. Consumers feel perceived risk because they can’t see the product themselves. 4. Consumers hope hosts of TV shopping programs to be sincere and honest. 5. Consumers are not loyal to specific TV shopping channel. 6. Consumers prefer to be served by people rather than phonetic system. 7. Consumers worry about quality of goods even though they affirm the convenience of TV shopping and lowers prices of goods. 8. Consumers hold optimistic attitude towards the development of TV shopping in the future. Based on the research conclusion, the suggestions are: 1. The government should supervise the Satisfaction Guarantee & Return Policy of TV shopping channels. 2. Third-Party Payment should be implemented to enhance the safety. 3. The hosts of TV shopping programs should not exaggerate the effects of products. 4. TV shopping channels should put more emphasis on service and avoid tricks meant to deceive. 5. The activity of bonus points should be implemented to make consumers loyal to specific TV shopping channels. 6. More customized services should be provided. 7. TV shopping enterprises should integrate different shopping channels and provide probationary service. 8. Different systems should be integrated to meet the era of digital convergence. 9. Introduction systems should be used to make more consumers shopping with their family members. 10. Logistic systems should be fortified to make it easier for consumers to return their goods.

近幾年來，社群網路因為使用者的參與已逐漸熱門熱門，成為我們生活中不可或缺的一部分。例如Facebook、Youtube以及Flicker都是目前使用者經常使用的社群媒體平台，我們可以在平台上發表任何任何想法，並且透過平台與其他使用者溝通。社群網路已經逐漸改變傳統人們的溝通方式，許多使用者再平台上發表內容以及訊息，當訊息被許多使用者廣為討論以及分享，因此在平台上有著所謂口碑的出現，也就是所謂的共鳴效應。本篇研究想了解使用者使用社群媒體並是如何透過社群網路達到共鳴效應。 本研究目的在於調查再社群網路上，何種因素會導致消費者去討論以及分享訊息，也就是使用者間的共鳴，之後更進一步探討，當使用者間的共鳴發生時，是否會影響到使用者的購買意願。本研究共蒐集了410份樣本並使用結構方程模型分析其樣本顯著與否。本研究結果發現其內容滿足、社會關係滿足與自我形象滿足都對共鳴有顯著影響，且共鳴對購買意願也有顯著影響。此外，本研究也執行分群分析將共鳴結果分為高共鳴與低共鳴兩族，分別探討其顯著指標與背後意義。 / In recent years, social network have become incredibly popular. Online communication platform such as Facebook, YouTube, and Flicker offer freely available user-generated content that enabled individuals to express their ideas and communicate their opinions to many people. People can create, modify, discuss, and share on social networks. Therefore, social networks have gradually become interpersonal communication platforms. Message resonated when information is shared among individuals. We want to have a better understanding of the use and gratification that users obtain from social networks when topic resonated among them. We collected the 410 sample and used the structural equation model analyzed our proposed model by using SPSS 21.0 and SmartPLS. Besides, we also used K-means to partition our sample into two clustering and obtained the managerial implications. In our research, we observed that content gratification, social relation gratification and self-presentation gratification have impact on resonance and resonance also has influence on purchase intention.

由於網際網路的興起，網路使用人口便快速地攀升，同時帶動網際網路在商業應用的發展，以網際網路為基礎的電子商務也成為資訊社會中一種嶄新形態的商業行為。在此環境中網路競標逐漸形成一種網路消費的模式，而本研究則試圖以消費者的角度來探討網路競標此一交易的行為。 本研究從國內外的網路競標現況以及相關研究理論進行文獻的探討，經過整理後，決定以情境因素、消費者購買涉入、接受創新態度、與人口統計變數來探討消費者的網路競標意願是如何受到這些變數的影響。 本研究的主要結果發現： 1.在溝通情境下，以「產品提供的豐富性」、「產品搜尋的效率性」、和「產品資訊的豐富性」對消費者的網路競標意願最具有影響力。 2.在購買情境下，以「目標商品價格低於個人預算」與「目標商品結標期限將至」最能影響消費者的網路競標意願。 3.購買涉入程度愈高的消費者，其參與網路競標的意願也愈高。 4.創新接受態度愈高的消費者，其參與網路競標的意願也愈高。 5.曾經參加過網路競標以及每日上網時數較多的消費者，也有較高的網路競標意願。 最後根據研究結果，本研究對於競標網站的經營業者提出以下的6點建議與策略： 1.針對女性消費者的需求，提供所需商品或設計專屬網站。 2.多元的交易付款方式。 3.強化網站的使用功能與知名度。 4.熱門商品宜縮短其競標期限。 5.針對高購買涉入消費者的行銷策略。 6.吸引低創新接受態度消費者的行銷策略。 / The appearance of Internet has contributed to rapid growth of both surfer population and business applications. As a result, the Internet-based E-commerce has become a new business practices in the information society. Under the impact, the new consumption trend of online bidding is growing rapidly. This thesis takes a look into the new online transaction-online bidding in terms of the perspective of consumer behavior. This thesis compiles documents such as current foreign and domestic online bidding status, relevant researches, and related theories, to construct the operating framework on it, which is to study the impact of situational factors, consumer purchasing involvement, innovativeness, and demographic variation on online bidding intention. The following points are the major discoveries of this thesis: 1.Among all the factors of communication situation, "product variety," "efficiency in product searching," and "accessibility to product information" are the most influential factors on consumers' online bidding intention. 2.Among all the factors of purchase situation, consumers are most interested in online bidding when "prices of desired products are lower than personal budget" and "deadlines for bidding are approaching." 3.Consumers with higher purchasing involvement have higher online bidding intention than those who with lower purchasing involvement. 4.Consumers inclined to adopt innovations are more willingly to participate in online bidding. 5.Consumers who have experiences of online bidding and those who spend more time surfing on the Internet have higher intention on online bidding. Based on the findings, this thesis proposes several reference suggestions and approaches for online bidding websites. 　1.To provide products women need or establish websites designed exclusively for women. 2.To accept various ways of payment. 3.To strengthen functions and publicity of websites. 4.To shorten the bidding term of popular products. 5.The marketing strategy to attract consumers with high purchasing involvement. 6.The marketing strategy of appealing to consumers with low innovativeness.

The purpose of the thesis is to discovery the insight behind pricing strategy of the gyms. The research and survey are focusing on the urban area which narrow the range within Taipei and New Taipei citizens. There is a mystery that most gyms in Taipei won’t let the potential customer know the price directly. They prefer the customers come to the venue and close the deal at the same time. How do the customers feel about pricing strategy and various package of the gym? Do the gyms provide the satisfied deal to the customer? Through analyzing the pricing strategy, there might be some consumer insights or opportunities for the industry.

本研究有鑒於目前市場上仿冒品充斥，全球產業每年因偽造行為所產生的損失已高達美金4000億元左右，嚴重影響產業生存。為打擊仿冒現象，防偽產業因應而生，隨著消費者越來越重視消費權益及企業為了維護其品牌權益而蓬勃發展，嚴然已成為各種新產品不可或缺的附屬產品，防偽產業的未來發展及其競爭激烈是可以預期的。本論文提及的防偽標籤是專指『將單一或多種以上的防偽技術運用在可以黏貼或印製在目標產品的包裝或目標產品本身的標籤產品』。由於防偽標籤是附屬於目標產品，並非消費者所購買的標的。但透過對消費者購買行為的研究可以分析產品防偽的需求程度，進而提供產品製造商或供應商了解該產品是否需要防偽標籤？ 　本文首先蒐集消費者行為之文獻資料，找出消費者特性、消費者價值觀、消費者生活型態及消費者涉入程度等與防偽涉入程度相關的變數，整理各變數間的交互關係導出消費者對於防偽涉入程度會影響產品防偽的需求程度；其次透過焦點訪談及專家訪問內容得知，產品特性也是影響產品防偽的需求程度的重要因素；最後再由產品防偽的需求程度分析防偽標籤的市場需求。另一方面，不同的購買情境也會影響防偽標籤的市場需求，其中包括了購買通路以及標籤功效、法令規範、消費者對防偽標籤辨識能力等外在環境。 本研究經由消費者問卷調查，將所獲得的資料經由多變量變異數分析、相關分析及頻次分析等統計方法所得之結果來驗證假設。其結論均能滿足本研究所希望達到的五項目的。 　一、影響防偽標籤市場需求的因素 　二、影響消費者防偽涉入程度的因素 　三、哪些特性的產品需要防偽標籤 　四、哪些通路的產品需要防偽標籤 　五、現階段防偽標籤的推廣成效 最後將本研究之發現作整理，提供防偽標籤業者作實務上的建議，希望這些參考意見在防偽產業擬定防偽標籤行銷策略時，能給予適切的助益。

本研究對曾經以直效行銷方式購買保險的台灣地區消費者，根據各縣市人口比例進行隨機分層抽樣，共發出問卷5066份回收有效問卷913份，並以PZB衡量服務品質模型中的感受的服務 (Perceived Service) 變數做為區隔市場的基礎。經多變量統計分析，將DM、TM、Agent三個行銷管道中各自區隔出三種消費族群；銀行保險管道區隔出四個消費集群。每一個集群配合卡方檢定，對購買壽險的「利益因素」與構成知覺風險高低因素中的「價格/意願」、「商品知識/偏好」「態度/涉入」、「訊息來源/管道偏好」與「人口統計變數」共六個行為變數來解釋集群的行為特徵。研究發現： 1. DM管道消費者(831人)的行為特徵在「利益因素」為便宜、保險是理財套餐一部份、透過其他商品而購買；在「商品知識/偏好」為終身險、儲蓄險、重大疾病險、團體險、意外險；在「態度/涉入」重視的為是否有專人服務與諮詢、與接觸訊息時點有關；在「訊息來源/管道偏好」為業務員、郵局；在「人口統計變數」為年齡集中於23~37歲(71%)、教育程度集中於高中~大學(89%)、居住地區北部(39%)、南部(30%)、中部(26%)。 2. TM管道消費者(57人)的行為特徵在「利益因素」為保險是理財套餐一部份、透過介紹後喜歡並購買；在「商品知識/偏好」為終身險、儲蓄險；在「態度/涉入」重視的為是否有專人服務與諮詢；在「訊息來源/管道偏好」為業務員、TM；在「人口統計變數」為男性居多(68%)。 3. Agent管道消費者(839人)的行為特徵在「利益因素」為購買程序方便、信賴金融機構知名度；在「商品知識/偏好」為重大疾病險、團體險；在「態度/涉入」重視的為是否有專人服務與諮詢、與接觸時點有關、保障內容保費高低、接觸與了解的過程、售後服務、購後滿意程度；在「訊息來源/管道偏好」為業務員、金融機構櫃檯；在「人口統計變數」為年齡集中於23~44歲(83%)、教育程度集中於高中~大學(88%)、職業以民營職員、自由業、自營商人、公教人員。 4. 銀行保險管道消費者(101人)的行為特徵在「利益因素」為信賴金融機構知名度；在「商品知識/偏好」為儲蓄險；在「態度/涉入」重視的為購後滿意程度；在「人口統計變數」為家庭收入9萬以下(80%)、婚姻狀況已婚佔55%。 / This paper investigates the Taiwan's consumers who ever bought insurance by way of direct marketing channel. According to both of random stratified sampling and the proportion of each state's populations, we mail out 5066 articles of questionnaire and gain the 913 effective responses totally. The variable of segment is "perceived service" which is from the PZB model of 1994's version. With the multivariate analysis, we get 3 clusters on each marketing channel of DM, TM, Agent, and 4 clusters on Bancassurance. To each cluster, we apply χ2 Test to test whether it is significant to those behavior factors which are "Interest for buying insurance", "Price/Intention", "Product knowledge/Preference", "Attitude/Involvement", "Information/Channel", and "Population profile". ┌────┬─────┬─────┬─────┬─────┬─────┬─────┐ │ │Interest │Price/ │Product │Attitude/ │Informati-│Population│ │ │buying │Intention │knowledge/│Involveme-│on/Channel│profile │ │ │insurance │ │Preference│nt │ │ │ ├────┼─────┼─────┼─────┼─────┼─────┼─────┤ │DM │Cheaper, │ │Whole life│Consultant│Agent,post│Age │ │ │One stop │ │, Endowme-│exist or │office │between 23│ │ │shopping, │ │nt Dread │not, The │ │and 37, │ │ │Cross │ │disease, │dealing │ │education │ │ │buying │ │group │moment, │ │between │ │ │ │ │insurance,│ │ │high │ │ │ │ │accident, │ │ │school and│ │ │ │ │ │ │ │university│ │ │ │ │ │ │ │resident │ │ │ │ │ │ │ │area on │ │ │ │ │ │ │ │north, │ │ │ │ │ │ │ │middle of │ │ │ │ │ │ │ │Taiwan │ ├────┼─────┼─────┼─────┼─────┼─────┼─────┤ │TM │One stop │ │Whole │ │Agent │Male(68％)│ │ │shopping, │ │life, │ │ │ │ │ │Acceptance│ │Endowment,│ │ │ │ │ │after │ │ │ │ │ │ │ │explanati-│ │ │ │ │ │ │ │on │ │ │ │ │ │ ├────┼─────┼─────┼─────┼─────┼─────┼─────┤ │Agent │Convention│ │Group life│Consultant│Agnet, │Age betwe-│ │ │, Trust │ │, Dread │exist or │Bancassur-│en 23 and │ │ │ │ │disease, │not, The │ance, │44, Educa-│ │ │ │ │ │dealing │ │tion │ │ │ │ │ │moment, │ │between │ │ │ │ │ │Contents │ │high scho-│ │ │ │ │ │and price,│ │ol and │ │ │ │ │ │The deali-│ │university│ │ │ │ │ │ng process│ │, │ ├────┼─────┼─────┼─────┼─────┼─────┼─────┤ │Bancass-│Trust, │ │Endowment │Emphasis │ │Family │ │urance │ │ │ │the satis-│ │income │ │ │ │ │ │faction │ │below │ │ │ │ │ │ │ │NT90000, │ │ │ │ │ │ │ │married │ │ │ │ │ │ │ │(55％), │ └────┴─────┴─────┴─────┴─────┴─────┴─────┘

本論文主要在研究來台的大陸觀光客，在旅遊零售商店所表現的消費行為及衝動性購買行為。有別於以往以顧客的觀點來探討衝動性購買行為，本研究想要從服務陸客之銷售人員的角度，在與陸客互動的過程中，探討大陸消費者的行為；採用由銷售人員填答問卷的方式，收集他們的看法與觀察，作為實證研究的基礎，以進一步了解影響來台大陸觀光客的消費與衝動性購買行為。 本研究透過完整的架構，先介紹一般的消費行為及影響衝動性購買的相關理論與成因，再藉由問卷調查的方式，以銷售服務人員的觀察，來探討哪些變數，明顯影響大陸觀光客在旅遊零售通路的消費表現與衝動性購買行為。主要的探討與研究範圍包括：零售銷售服務、旅遊零售業特性、精品零售業、台灣旅遊零售業概況、來台大陸觀光客現況等，並進行質性訪談與問卷調查，以所蒐集的資料做統計分析與驗證比較，希望藉由量化的探索式研究，來解析目前以團體為主的大陸來台觀光客之消費行為與衝動性購買行為的形成原因。 總體來說，根據統計分析的結果發現，陸客的購買決策受到價格、折扣的影響力超乎預期，而且受到同行團體的影響也相當大，就是陸客個人會接受群體的意見，有順從團體規範的傾向，即所謂的從眾行為。反而是服務人員的銷售服務，對陸客的購買決策並無太明顯的影響力。所以，根據本研究的實證結果發現：除了消費者的個人因素，社會文化背景的因素可能是造成陸客產生從眾行為，進而影響他們衝動性購買行為的主要原因。 雖然台灣與大陸都屬大中華民族，在地域上屬於同一個文化區，然而，台灣受到日本百貨零售業的影響，零售銷售市場已經非常成熟，消費者比較早建立消費意識，銷售服務水準也比較進步；而大陸則到1979年才改革開放，仍屬於開發中國家，在消費習慣與銷售服務上與台灣的消費市場有一段差距，因此，中國顧客可能需要一段時間的改變，才能趕上已開發國家的消費模式與購物水準。 由於政府對於大陸觀光客的自由行可能會在近期開放，這個因觀光產業延伸出的商機與產值是非常可觀的；加上陸客普遍的衝動性購買行為，可能為台灣的旅遊零售業者帶來可觀的銷售金額。所以，本研究希望利用此次的研究調查結果，能幫助本地的旅遊零售業，更確實瞭解大陸顧客的消費特性與掌握他們的衝動性購買行為，並提供給旅遊零售業者，在訓練銷售團隊上的相關建議及策劃行銷活動時的參考，以期對於其營運管理與獲利有所助益。 / This study is mainly to explore the Chinese tourists’ consumer behavior and impulsive buying behavior at travel retailing stores while traveling in Taiwan. Different from other researches taking customer’ perspective, this study adopts sales associates’ point of view by conducting the questionnaire survey filled out by those who have experience in serving Chinese customers at travel retail stores. The questionnaires are targeting to collect the sales associates’ feedbacks and observations as an empirical research to find out the real causes of Chinese’ consumer behavior and impulse buying behavior in general. This research provides a comprehensive structure by starting an overall introduction of different theories about consumer behavior and impulse buying behavior, following by the elaboration of several topics, i.e. retail sales service, travel retail stores, luxury retails, the current status and development of both Taiwan travel retail industry and the Chinese tourists as consumers while traveling in Taiwan. Then, the quantitative and correlation analyses are made based upon the survey result of 143 questionnaires conducted in about two months and answered by about 150 sales associates from different travel retail stores. Therefore, the causes and the factors affecting the Chinese tourists’ consumer behavior and impulse purchase behavior while staying in Taiwan are thoroughly explored and overall understood. Basically, the findings from the questionnaire result are not quite the same as my initial hypotheses. First of all, Chinese customers are highly discount oriented as their purchase decisions are largely induced by discount offer and good pricing. Secondly, they are obviously affected by their tour companions (i.e. friends, family & members of group) and thus demonstrating so called the “herding” behavior, i.e. seeking the opinions from the group and usually conforming to the social norm. Moreover, Chinese customers do not really pay much attention to the performance of sales service provided by the sales associates. Therefore, the empirical results imply the social influence and culture background relatively cause Chinese customers’ herding behavior and thus bring out their impulse buying behavior. Regardless of the same nation, consumer shopping behavior in Taiwan and China may not be the same, given the different economic progress and retail development conditions. The retail industry, consumer awareness and sales services in Taiwan have reached a mature stage whereas that in China just taking off after 1979. Thus, it might take some time for Chinese to catch up with the customers of developed countries both in their consumption patterns and shopping behavior. With prospect of the opening of Chinese FIT (frequent individual traveler) market in the near future, Taiwan travel retail stores look forward to great expansion and substantial opportunities resulting from the impending growth of tourism business. Furthermore, the impulsive buying behavior will give the impetus to substantial sales revenue for those travel retail stores. Hence, the findings and evaluation from this research are expected to give some insights to their management team as well as to provide valuable information to their sales team for better understanding the Chinese consumers. Ultimately, it can practically assist travel retailers to effectively design their marketing activities and appropriately educate their sales team to provide Chinese tourists with the most satisfactory selling service