| 服务中的顾客参与及其对顾客满意的影响研究 |
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| 引用本文： | 彭艳君,景奉杰.服务中的顾客参与及其对顾客满意的影响研究[J].经济管理,2008(10). |
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| 作者姓名： | 彭艳君 景奉杰 |
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| 作者单位： | 北京工商大学商学院;华中科技大学管理学院 北京;湖北武汉; |
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| 摘 要： | 顾客参与服务的生产,不仅影响服务组织的生产效率和服务质量,而且也会影响顾客自身对服务的满意度。本研究在文献回顾和前人研究的基础上,采用实证研究的方法对顾客参与影响顾客满意的机制进行了更深入的探讨,提出顾客参与通过情感、感知控制和关系纽带影响感知服务质量进而影响顾客满意的观点,并对顾客参与进行分维度的研究,使结果更加精确。
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| 关 键 词： | 顾客参与 情感 感知控制 关系纽带 感知服务质量 顾客满意 |
A Study on Customer Participation and its Impact on Customer Satisfaction in Service |
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| PENG Yan-jun JING Feng-jie.A Study on Customer Participation and its Impact on Customer Satisfaction in Service[J].Economic Management,2008(10). |
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| Authors: | PENG Yan-jun JING Feng-jie |
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| Institution: | PENG Yan-jun~1 JING Feng-jie~2 (1.Beijing Technological , Business University,Beijing,100836,China,2.Huazhong University of Science , Technology,Wuhan,Hubei,430072,China) |
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| Abstract: | Customer's participation in the service production influences not only the productivity and service quality of service organization,but influences their own satisfaction.Based on literature and previous study,this research makes deeper exploration on the mechanism that customer participation influence customer satisfaction,and puts forward that through affection,perceived control and relation bonds,customer participation affects perceived service quality and further affects customer satisfaction.And makes r... |
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| Keywords: | customer participation affection perceived control relation bonds perceived service quality customer satisfaction |
| 本文献已被 CNKI 等数据库收录！ |
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