| 导游与游客交互质量对游客感知的影响——以游客感知风险作为中介变量的模型 |
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| 引用本文： | 陈永昶,徐虹,郭净.导游与游客交互质量对游客感知的影响——以游客感知风险作为中介变量的模型[J].旅游学刊,2011,26(8):37-44. |
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| 作者姓名： | 陈永昶 徐虹 郭净 |
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| 作者单位： | 1. 南开大学商学院,天津,300071
2. 南开大学旅游与服务学院,天津,300071 |
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| 基金项目： | 国家社会科学基金项目(08AJY009)资助~~ |
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| 摘 要： | 导游服务质量一直是旅游服务领域中争议的焦点。文章通过构建以导游与游客交互质量的3个维度（行为、专业技能和问题解决）为前置变量、游客个人风险和非个人风险感知为中介变量、游客感知价值和满意度为结果变量的结构方程模型，尝试研究了导游人员与游客的交互质量与游客感知之间的作用机制。以530名使用过旅行社导游服务的旅游者作为样本，研究发现，通过提升导游人员的行为、专业技能和问题解决能力能够显著降低游客的个人风险感知，从而提高游客感知价值和满意度，但导游人员与游客的交互质量对游客非个人风险感知及游客非个人风险感知对游客感知价值和满意度的影响作用则相对复杂。
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| 关 键 词： | 导游 交互质量 游客感知风险 游客感知价值 游客满意度 |
The Impact of Interactive Quality between Tour Guides and Tourists on Tourist Perceptions A Model with Tourist Perceived Risks as Mediator |
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| CHEN Yong-chang,XU Hong,GUO Jing.The Impact of Interactive Quality between Tour Guides and Tourists on Tourist Perceptions A Model with Tourist Perceived Risks as Mediator[J].Tourism Tribune,2011,26(8):37-44. |
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| Authors: | CHEN Yong-chang XU Hong GUO Jing |
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| Institution: | CHEN Yong-chang1,XU Hong2,GUO Jing1 (1.Business School,Nankai University,Tianjin300071,China,2.Tourism and Service School,China) |
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| Abstract: | Service quality of a tour guide has always been the focus of controversy in the area of tourism service.The paper tries to construct a structural equation model consisting of three dimensions(conduct,expertise and problem solution of tour guides) as antecedents,tourist personal risks and non-personal risks as mediator and tourist perceived value and satisfaction as consequence variables.By using 530 tourists who have been rendered the service of travel services as a sample,the authors find that it is likely... |
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| Keywords: | tour guide interactive quality tourist perceived risk tourist satisfaction |
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