服务体验对顾客消费情感与满意度的影响研究

本文以服务体验范式为理论基础,构建了服务体验要素、顾客消费情感与顾客满意度之间的关系模型,认为服务企业的服务场景、核心服务质量、附加服务表现、员工的情绪劳动是构成顾客服务体验的重要维度。通过对天津餐饮酒店的实地观察和实证研究,结果表明顾客的服务体验、正面消费情感与顾客满意度之间存在密切联系,而顾客的服务体验与负面消费情感、顾客满意度与负面消费情感之间的关系则没有被验证。     

基于消费情感的顾客忠诚形成机制研究

本文在系统回顾国内外顾客消费情感及其与顾客忠诚关系等相关研究现状的基础上,剖析了消费过程中顾客忠诚的动态变化过程,提出了基于顾客消费情感的顾客忠诚形成机制的三阶段理论模型,并就模型的适用性、未来研究方向及其对我国服务企业的营销启示进行了探讨。     

精益化服务营销 赢得顾客的心

如何提供另顾客满意的优质服务已成为服务营销研究的重要课题。服务营销中的顾客满意与服务质量在形成过程中具有同向性与同时性特点,顾客在接受服务的过程中其特定的经历将会给他对服务质量感知与顾客对价格等其它营销要素的评价一起决定了他对服务环节的满意程度,因此,对服务质量的感知直接导致了顾客满意度的高低。顾客对服务经历的每一环节都有了满意方面的判断后,就形成了顾客对整体服务质量的评价。本文在论述服务市场营销的理念与特点的基础上,重点阐述服务营销中服务质量管理和顾客满意管理及其相互关系。站在全面顾客满意的角度,提出了服务质量改进的方法和策略。     

国外顾客满意形成机理研究及其启示--由市场失衡引起的理论思考

顾客满意的形成机理是近年来营销领域的一个研究热点。由于产品或服务本身属性的不同以及消费环境的差异，顾客满意形成的内在机理是不同的。本文从认知性评价和顾客情感两个维度对目前国外有关顾客满意形成机理的研究成果进行介绍，并指出其对我国企业营销实践的启示。     

退货服务质量对零售企业顾客忠诚度的影响

从零售企业退货服务角度出发,本文在界定退货服务质量概念及其构成维度的基础上,构建了退货服务质量对顾客忠诚度的影响假设模型,并对模型加以验证。研究结果表明退货服务质量通过顾客满意度这个中介变量正向影响顾客忠诚度,其子维度对顾客忠诚度的影响存在差异,退货服务保证性与响应性对顾客满意度及顾客忠诚度的影响非常显著,退货服务公正性的影响则不显著。因此,退货服务质量对顾客满意度和顾客忠诚度的影响主要是通过退货服务的保证性和响应性两个维度发挥作用。     

论优质服务与顾客满意的联系与区别

服务质量和顾客满意感是服务管理理论研究的两个重要概念。在服务管理领域的文献中,这两个概念通常同时出现。许多服务营销工作者都把顾客满意看成是服务质量水平高的标志。在实践中,许多服务性企业也是根据顾客对企业的各项服务质量指标的评价来评估顾客满意程度的。尽管服务质量和顾客满意感有许多相似之处,两者之间存在密切联系,但事实上它们是两个不同的概念。本文从服务质量和顾客满意感的含义、计量方法和形成过程等入手,深入地分析了两个概念的异同,阐述两者之间的关系。     

试析顾客心理因素对服务质量评价的影响

影响顾客对服务质量评价的心理因素包括需求和期望、感受能力、情感因素和心理状态等,常见的心理误差有成见效应、第一印象、晕轮效应、舆论效应、价格错位和错觉误差等。服务通常是无形的,也是无法储存的,属于现场(时)消费,往往难以用测量设备对其质量特性进行检测或验证,因此,服务质量的判断更依赖于顾客的心理评价。     

顾客参与影响品牌关系质量研究

随着顾客知识的增长及其对独特性需求体验的追求,顾客不仅要求有更大程度的自主性,更把参与过程的主导性体验视为服务体验质量的重要源泉。本文以美发业为研究情境,将顾客心理感知因素作为过程变量,构建顾客参与影响品牌关系质量的研究框架,结果表明顾客参与对顾客感知价值和顾客服务体验均有显著正向影响,而对顾客正面情感的影响则需通过服务体验实现;顾客感知价值、顾客服务体验和顾客正面情感之间均有密切正向关系;顾客感知价值、顾客正面情感均对品牌关系质量有显著正向影响,而服务体验则需通过顾客正面情感和感知价值对品牌关系质量产生作用。     

服务补救措施对顾客情绪之影响的实证研究

本文认为,服务失败会给顾客造成实际问题和情感问题两方面的影响,同样,服务补救措施不仅会影响顾客的认知,而且直接影响着顾客的情绪.道歉措施能增强顾客的积极情绪,减弱顾客的外在归因消极情绪;而辩解措施加剧了顾客的外在归因消极情绪,降低了顾客的积极情绪;心理补救 有形补救的措施,无论在顾客满意上还是顾客情绪改善上,都是最佳的补救措施.     

顾客购后行为与顾客满意的关系及顾客满意度评价

顾客购后行为是顾客购买决策过程中的重要环节,也是顾客满意的输出变量。以情感理论为依据,分析研究了顾客购后行为与顾客满意的关系,并针对顾客满意评价中存在的问题,从逆向角度提出以顾客购后行为评价顾客满意度的思路     

服务质量构成要素对顾客满意影响力差异研究--现有顾客同潜在顾客间的比较

本研究通过对银行服务业现有顾客样本和潜在顾客样本的比较分析发现:两种不同类型的顾客样本分析结果都显示服务互动质量和结果质量要素对顾客满意都有显著正影响,顾客满意对(重复)购买或口头传播等行为意向有积极效应。物理环境质量对顾客满意的显著影响效应只是在潜在顾客样本中发现,而在现有顾客样本中并不显著。现有顾客样本的分析结果显示三方面服务质量要素对顾客满意的影响力是有显著差异的,而对于潜在顾客样本,三方面的服务质量要素对顾客满意的形成所起的作用没有显著差别。     

物流服务质量影响因素与顾客忠诚度

物流服务是现代服务业的一个重要组成部分,物流服务质量对提升企业竞争力具有重大影响。影响物流服务质量的因素主要有信息能力、配送能力、售前售后服务能力、匹配能力和创新能力。其中,售前售后服务能力、信息能力、配送能力对物流顾客感知满意度的影响具有显著性,匹配能力和创新能力对顾客感知满意度的影响较为显著。顾客感知满意度显著影响顾客的忠诚度,并且两者之间存在较大的路径系数。     

汽车服务业服务质量、顾客满意度与顾客忠诚度的实证分析

为了探讨汽车服务行业服务质量、顾客满意度与顾客认知、情感、意向、行为等四类忠诚度之间的关系,我们对广东省7家汽车4S店进行实证调查,结果发现:服务质量对顾客的认知、情感和意向忠诚度有直接的影响;顾客满意度对顾客四类忠诚度都有直接的影响,且顾客满意度对态度忠诚的影响大于其对行为忠诚的影响;在顾客四类忠诚度中,对顾客行为忠诚有直接影响的是认知忠诚和意向忠诚,其中意向忠诚的影响程度较大。     

A re-examination of the antecedents and impact of customer participation in service

Customer participation has been argued to be a critical influence on customer satisfaction with the service received, but empirical studies are relatively lacking. This study proposes a theoretical model of the antecedents and impact of customer participation in service and re-examines the relationships among organizational support, socialization, customer participation, and customer satisfaction. Findings of a questionnaire completed by tourists of a Taiwanese theme park indicated that: (1) customer perceptions of support and socialization significantly and positively influence customer participation; (2) perceived support and socialization have a significant and positive influence on customer satisfaction; (3) the directly positive relationship between customer participation and satisfaction is not supported in this study.     

The interrelationships among service quality,customer satisfaction,and customer loyalty: Examination of the fast-food industry

The purpose of this study was to use customers’ perspectives to develop a conceptual model for improving service quality and enhancing customer satisfaction and loyalty. The 197 samples were selected from customers of leading fast food franchise enterprises in Taiwan. The research results indicate that service quality positively influences customer satisfaction and customer loyalty. Service quality positively influences customer loyalty through customer satisfaction. The research findings indicate that managers need to ensure they have efficient service quality to enhance customer satisfaction and customer loyalty levels.     

顾客心理受权与服务质量和满意感的实证研究

目前，大学生旅游已成为旅游业新的利润增长点，是旅游企业不可忽视的一个市场群体。通过在广州市的三所大学进行了一次实证研究，探讨了顾客心理受权的组成成分及其与服务质量和顾客满意感之间的关系。数据分析结果表明，顾客的消费能力、消费自主权、影响力是顾客心理受权的组成成分。顾客心理受权对服务质量和顾客满意感存在显著影响。     

顷客心理受权与服务质量和满意感的实证研究

目前,大学生旅游已成为旅游业新的利润增长点,是旅游企业不可忽视的一个市场群体。通过在广州市的三所大学进行了一次实证研究,探讨了顾客心理受权的组成成分及其与服务质量和顾客满意感之间的关系。数据分析结果表明,顾客的消费能力、消费自主权、影响力是顾客心理受权的组成成分,顾客心理受权对服务质量和顾客满意感存在显著影响。     

The Carryover Effect of Customer Satisfaction on Service Quality Focused on Moderating Effect of Customer Trust and Cooperative Orientation

The current study is intended to provide a novel contribution in regards to the relationship between service quality and customer satisfaction by focusing on carryover effects of satisfaction judgment on perceived service quality of the subsequent transaction. In addition, we probe the role of customer trust in the relationship between customer satisfaction and service quality. The results indicate a cycle of customer satisfaction and perceived quality over time, which validates the concept of cycle of satisfaction. The results also indicate trust toward a service provider has a moderating role on the relationship between customer satisfaction and perceived service quality.     

Cultural influences on B2B service quality-satisfaction-loyalty

The link between service quality, customer satisfaction, and customer loyalty has drawn the attention of both academic researchers and practitioners. They are also focusing on the effect of cultural differences on customer attitudes and behaviour in the global service industry. This paper examines the relationships between service quality, customer satisfaction, and loyalty as well as the moderating effect of cultural differences on the above relationships in the industrial business-to-business (B2B) service sector. The paper presents an empirical study using datasets collected from 7652 industrial customers across 55 countries and uses structural equation modeling (SEM) to test the hypotheses. The application of Net Promoter Score (NPS) as a customer loyalty metric based on customer experience management (CEM) is studied in relation to customer satisfaction. The study results demonstrate the positive relationship of service quality, satisfaction, and loyalty. In terms of the effect of cultural differences, the study finds that cultural dimensions of uncertainty avoidance negatively moderate the relationship between service quality and satisfaction, while individualism positively moderates the relationship between service quality and satisfaction. However, cultural differences do not impact on the relationship between satisfaction and loyalty.     

Convenience and satisfaction: mediation of fairness and quality

This study investigates the role of service fairness and service quality in the relationship between service convenience types (decision, access, transaction, benefit and post-benefit) and customer satisfaction. Results show that service convenience has a significant positive impact on service fairness. Both service fairness and service quality mediate the relationship between service convenience and customer satisfaction. This study provides useful insights to both researchers and practitioners on the role of service convenience in improving service fairness, service quality and customer satisfaction. Findings of this study contribute to the literature by empirically investigating the impact of service convenience types on service fairness, service quality and customer satisfaction; and by examining the mediating role of service fairness and service quality between convenience types and customer satisfaction.