碩士 / 國立臺灣科技大學 / 企業管理系 / 105 / This paper is separated into two studies, which designed as factorial ANOVA analysis and quasi-scenario analysis. The first study explores how group size and group familiarity impact consumer complaint behavior. Followed by further literature, the author constructs the second study, which applies concern for face in HR field to examine whether there exist moderating effect. After factorial ANOVA analysis, the result finds out that (1) group size is significantly associate with consumer complaint behavior when moderated by concern for face, (2) group familiarity is significantly associate with consumer complaint behavior when moderated by concern for face, (3) the interaction between group size, group familiarity and concern for face is also significantly associate with consumer complaint behavior. Finally, according to the results, this paper implicates some managerial practice for tourism industry in Taiwan, in hopes to provide suggestions for overseas group tour, and outlines some research restrictions and advice for future research.
| Identifer | oai:union.ndltd.org:TW/105NTUS5121016 |
| Date | January 2017 |
| Creators | Po Yu Chiang, 姜柏羽 |
| Contributors | Tom M. Y. Lin, 林孟彥 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 49 |
Page generated in 0.0104 seconds