做好旅行社公平服务，提高顾客满意感

分析了旅行社的公平服务对顾客感觉中的服务质量的影响，并指出旅行社应如何做好公平服务以提高顾客的满意感。     

我国旅行社服务质量测评的实证研究

服务质量水平偏低,已成为阻碍我国旅行社业持续健康发展的重要因素之一,要改进服务质量,关键前提是要有效地进行旅行社旅游服务质量评价,确定服务质量的问题所在。因此,主要是从顾客的角度出发,基于服务质量量表,从问卷设计到统计分析,进行旅行社旅游服务质量测评的实证研究。     

基于销售承诺的旅行社顾客管理模型分析

旅行社的服务质量问题日益成为研究的热点,销售承诺是旅行社赢得竞争的手段之一,基于对其内涵的分析,构建了销售承诺下的顾客管理模型,并对如何保持和提高销售承诺的有效性进行了探讨,以期为旅行社的理论研究和现实决策提供启示。     

旅行社旅游线路定价策略实证分析

本文通过对旅行社和游客的调查数据分析,从实证角度论证了旅行社和游客对旅行社旅游线路顾客价值定价策略的理解上有误区,指出旅行社旅游线路产品中的顾客价值,初步确定旅行社旅游线路产品中顾客价值各级价值维度指标,提出正确理解旅行社旅游线路中的顾客价值是旅行社和游客达到双赢必由之路。     

跨文化因素对感知服务质量的影响

不同文化背景下服务质量感知问题是跨文化服务传递过程中的关键性问题。已经有实证研究表明:不同文化背景下顾客对感知服务质量维度排序存在差异,但是对差异的根源、差异性的规律缺乏系统的解释。本文运用Hofstede模型原理,参照Parasuraman等人的感知服务质量度量工具SERVQUAL以及服务质量差距模型等进行分析,以期为研究和界定跨文化服务传递问题提供模式化的解释,为改进跨文化服务传递质量、提升不同文化背景下顾客感知服务质量提供有效途径。     

快餐业服务质量对顾客忠诚影响的实证研究

服务质量是影响顾客忠诚的重要因素,是近年服务营销领域研究的热点课题。选取接受快餐业服务的顾客为调研样本,运用因子分析、结构方程模型等统计分析方法,从多维度来研究服务质量与顾客忠诚的关系。结果表明,快餐业服务质量由有形性、响应性、可靠性、保证性和移情性五个维度组成,各个维度对顾客忠诚的影响效果是不同的。     

董事长要不要“懂事”？

格罗鲁斯（Gronroos）第一次提出了顾客感知服务质量概念。顾客感知服务质量被定义为顾客对服务期望与实际服务绩效之间的比较。通过顾客顾客预期服务质量与实际服务质量的差距来反映,即顾客感知服务质量。当实际服务质量高于预期服务期望,就认为顾客感知服务质量是比较高的,顾客会满意;相反,顾客感知服务质量低下,顾客不会满意,当实际等于预期时,顾客会认为服务是“符合要求的”。     

标准化质量管理在旅行社内部服务中的应用研究

内部服务质量始终体现在旅行社各部门、各岗位之上,贯穿于旅行社服务的全过程之中.旅行社通过内部服务质量标准的实施,不仅为旅行社员工开展内部服务提供了明确的指引,而且促进了内部服务体系的整合.为旅行社企业合理、高效整合内部服务资源提供了切实可行的管理方法.     

浅析如何提升顾客满意度

格罗鲁斯(Gronroos)第一次提出了顾客感知服务质量概念.顾客感知服务质量被定义为顾客对服务期望与实际服务绩效之间的比较.通过顾客顾客预期服务质量与实际服务质量的差距来反映,即顾客感知服务质量.当实际服务质量高于预期服务期望,就认为顾客感知服务质量是比较高的,顾客会满意;相反,顾客感知服务质量低下,顾客不会满意,当实际等于预期时,顾客会认为服务是"符合要求的".     

物业管理业服务质量和顾客满意度关系——基于杭州市的实证研究

根据对抗州市物业管理区域内400多位业主的抽样统计分析,检验了理论研究假设的如下物业管理业服务质量和顾客满意度关系的正确性:整体服务质量对整体顾客满意度有显著影响;服务的可靠性、保证性、移情性对整体顾客满意度有显著影响;业主的性别、婚姻、年龄对服务质量感知无显著差异.本文报告了该实证研究的方法和结果,并讨论了所揭示的物业管理业服务质量和顾客满意度之间的关系对于物业服务企业改进服务质量和促进整个行业发展的意义.     

服务质量和感知价值对服务忠诚的影响——基于餐饮业和细分维度的探索

以餐饮业为调研对象,用结构方程方法探索服务质量和感知价值的细分维度对服务忠诚的影响.研究表明:服务质量的各细分维度对于服务忠诚的影响大多都是通过顾客感知价值的各个细分维度作中介来实现的,对服务忠诚具有直接影响的服务质量因素只有安全性因素;服务质量的移情性维度对感知价值的各维度均具显著影响,有形性维度对感知价值的价格、质量和社会维度具有积极的影响,可靠性维度与感知价值的情感维度相关,响应性维度与感知价值的情感和质量维度相关;感知价值除质量维度外,社会、情感、价格维度均对服务忠诚具有显著影响.因此,餐饮业企业应特别重视服务人员与顾客进行良好的人际互动,促进与顾客的情感交流,把向顾客提供高价值的服务作为提升服务忠诚的有效途径.     

Developing a deeper understanding of post-purchase perceived risk and behavioral intentions in a service setting

Researchers and service providers have realized that a disproportionate share of a firm’s sales and profits come from a relatively small number of loyal customers that repeatedly purchase the firm’s services. In many service settings, such as health care, repeated interactions between the service provider and the client are necessary for service delivery. While service quality is certainly important, it is also important that customers’ perceptions of perceived risk are taken into account and that customers perceive a degree of control over the services provided. We develop a conceptual model of linkages between the physical environment of the service, perceived control over the service and service quality and, demonstrate through two empirical studies, how these factors affect perceived risk and post-purchase behavioral intentions. Both studies were conducted in health care settings. In the first study, we collected data using a mail survey of 192 patients after their treatment from a regional hospital. In the second study, survey data were collected from 101 patients of a specialized clinic providing alternative therapies within a major hospital. Our results provide confirmation that the favorable physical environment of the service setting enhances perceived control and perceptions of service quality. Moreover, perceived control and perceived quality of the service provider reduces post-purchase perceived risk. Finally, post-purchase perceived risk reduces behavioral intentions, while perceived quality of the service provider enhances behavioral intentions. Authors contributed equally to the research.     

The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms

Literature on empowerment as an internal marketing practice primarily documents positive effects on employees’ job performance, though increasing evidence suggests conflicting viewpoints. This study adopts an agency theoretical perspective to propose a workload mechanism, according to which the delegation of power from supervisors (principals) to service employees (agents) (i.e., servicing empowerment) is costly to employees and increases their perceived workload, which hampers their performance to serve customers. Using a laboratory experiment and a survey, this research reveals that the perceived workload and extant motivational mechanisms have conflicting effects on employees’ service performance. The former exerts a significant negative impact on tasks that involve conflicting principal-agent interests (e.g., handling customer complaints) but not on tasks with aligned principal-agent interests (e.g., organizational citizenship behaviors). Two control systems, performance appraisal (accurate and infrequent feedback) and principal-agent service goal congruence, mitigate the dysfunctional effect of perceived workload on employees’ service performance.     

Customer betrayal and retaliation: when your best customers become your worst enemies

After a service failure and a poor recovery, what leads loyal customers to try to punish a firm even if there is no material gain for doing so? We propose and test a justice-based model that incorporates perceived betrayal as the means to understand customer retaliation and the “love becomes hate” effect. The results suggest that betrayal is a key motivational force that leads customers to restore fairness by all means possible, including retaliation. In contrast to the majority of findings in the service literature, we propose and find that relationship quality has unfavorable effects on a customer’s response to a service recovery. As a relationship gains in strength, a violation of the fairness norm was found to have a stronger effect on the sense of betrayal experienced by customers. The model was tested on a national sample of airline passengers who complained to a consumer agency after an unsuccessful recovery.     

信任式服务的顾客忠诚形成机制及实践启示

信任式服务因其专业性和（或）“纯服务”等鲜明特征而使之显著区别于其他类型的服务，其顾客忠诚形成机制也因此具有独特性。针对医疗服务的实证分析表明：在信任式服务中，顾客信任在顾客忠诚形成机制体中起着关键性的作用，形成“服务质量→顾客信任→感知价值→顾客满意→顾客忠诚”的逻辑链；服务互动质量和结果质量通过顾客信任对顾客感知价值和顾客满意产生影响，进而影响顾客忠诚，但服务环境质量对顾客信任和顾客忠诚没有显著影响。因此，对顾客形成机制的研究需要区分产品和服务的类型以及服务质量的类型。提供信任式服务的组织应该重视并加强对服务人员与顾客互动能力的培养，提升服务人员与顾客的服务互动质量，并切实保障和提高服务结果质量，从而增强顾客信任，提升顾客忠诚。     

旅行社电子服务质量对旅游者购买意愿的影响研究——感知价值的中介作用

使用结构方程模型分析了旅行社电子服务质量对网站使用者感知价值和购买意愿的影响,研究发现,电子服务质量对网站使用者的感知价值及其未来的网络购买意愿均有显著的正向影响,但不同质量维度的影响不同。其中,网站效率、信息保护和易于联系3个维度对感知价值的影响达到了显著性水平;系统应用维度对感知价值的影响虽不显著,但对购买意愿有显著的直接影响;信息保护和易于联系两个维度虽对购买意愿没有显著的直接影响,但通过影响感知价值对其产生间接影响;网站效率对购买意愿的影响最为显著,不仅有直接影响还通过感知价值对其产生间接影响;网站使用者的感知价值部分中介了旅行社电子服务质量对其网络购买意愿的影响。     

SERVCON: development and validation of a multidimensional service convenience scale

As customers have demanded greater convenience in service exchanges, researchers have responded by incorporating the convenience construct into their conceptual models and empirical studies, but a comprehensive, formally validated measure of convenience remains lacking. This study conceptualizes service convenience as a second-order, five-dimensional construct that reflects consumers’ perceived time and effort in purchasing or using a service. Service convenience dimensions are salient at different stages of the purchase decision process. Given this conceptualization, the study presents the development and validation of the SERVCON scale, a comprehensive instrument for measuring service convenience. The five dimensions are independent within a nomological network that illustrates distinct antecedent and consequent effects, and the results reinforce the multidimensional representation, offering insight into the distinctive relationships between each service convenience dimension and its antecedents, such as competitive intensity, and consequences, such as repurchase behavior. The findings help researchers and managers understand a fully conceptualized convenience construct and facilitate the measurement of convenience in future empirical studies.     

旅行社质量保证金制度存废之我见

多年来的实践证明,质量保证金制度在维护旅游者合法权益、提高旅游服务质量等方面发挥了积极作用。近来,一些观点认为旅行社质量保证金制度增加了企业的制度成本,损害了企业利益,已经没有存在的必要,发出了废除旅行社质量保证金制度的呼声。然而,分析认为,旅行社仍服务质量堪忧,游客直接向旅行社维权索赔仍旧困难,旅行社责任险制度等手段对维护旅游者权益不是万能的,旅行社质量保证金制度需要在实施过程中逐步完善,但还不可废除。