基于结构模型的乡村旅游地游客满意度研究——以湖北梁子湖旅游区为例

在借鉴美国顾客满意度指数（ACSI）模型的基础上,参考国内外相关研究成果,结合乡村旅游地的发展特点,构建了乡村旅游地游客满意度概念模型,并以梁子湖乡村旅游区为例进行了实证研究。运用AMOS软件和SPSS统计软件对模型进行检验,结果表明：测量模型各观测变量对潜变量的影响是显著的;结构模型中各潜变量之间的路径系数与假定基本符合;概念模型的整体拟合性良好。最后在研究分析的基础上得出了相应的结论及建议。     

餐饮业顾客满意度指数模型的实证研究--基于大学饮食服务中心的实地调研

全国性的顾客满意度指数测评工作已经获得各国普遍的关注,本文基于ACSI和中国服务业顾客满意度模型构建了我国餐饮行业顾客满意度概念模型,并对湖北宜昌市多所大学饮食服务中心的问卷调查数据进行了结构方程模型分析、检验,进而修正了初始概念模型,得到有效的餐饮业顾客满意度概念模型。最后在分析餐饮管理与服务现存问题的基础上,提出了改进的措施。     

基于ACSI模型,对高职院校的学生满意度的思考

高职院校提供了一种以顾客为中心的教育服务模式,将学生作为高职院校直接顾客。本文分析了高职院校的顾客的特点,借鉴美国顾客满意度指数模型（ACSI,American Customer Satisfaction Index）设计了高职院校的顾客满意度模型,给出了提高高职院校顾客满意度的建议。     

超市顾客满意度评价系统的设计

顾客满意度包括商品质量、服务质量、购物环境等方面的满意度。以ACSI为参照设计顾客满意度的评 价系统,对顾客满意度原因变量和结果变量加以对比分析,明确企业经营管理中心成绩与缺陷,为企业管理提供决策 参考。     

网购服务补救质量对顾客行为意向的影响研究

文献表明服务补救质量与顾客的后续行为之间存在着显著的相关关系,但在网购情境下这种关系是否存在还未得到充分检验。论文从交互质量、程序质量、信息质量和结果质量四个维度衡量网购服务补救质量,构建了网络购物服务补救质量对顾客行为意向的影响模型,并对模型进行了检验。结果发现,网购情境下服务补救质量对顾客满意度和行为意向均有显著的影响,且顾客满意度在服务补救质量影响顾客行为意向的过程中起到了中介作用。     

餐厅环境因素的实证研究

餐厅的环境要素可以分成餐厅内部环境氛围因素、社交因素(与服务人员有关的因素)、顾客用餐活动范围设计因素、店址和交通因素、美观因素。这几类环境因子，对顾客的餐厅环境方面的满意度的影响，以及对顾客行为意向的影响，通过对有效数据进行因子分析和引用因子分析的数据进行回归分析，可以得出结论：餐厅环境因素是影响顾客环境满意度，进而影响顾客行为意向的重要因素。     

淘宝网顾客满意度影响因素研究

本研究为探究国内C2C顾客满意度的影响因素,以行业龙头企业——淘宝网作为研究对象,采用理论研究和实证分析相结合的方法进行研究。首先,对电子商务背景及研究目的和创新进行阐述,再对大量有关顾客感知价值和顾客满意度的资料和文献进行深入研读和定性研究,将传统顾客感知价值与顾客满意度理论和C2C电子商务活动,以及淘宝网的现状相结合,总结出在C2C领域顾客感知价值影响顾客满意度的的四个维度,从而构建出淘宝网顾客满意度的测评指标和模型。然后,以有过网络购物经验的群体作为样本,进行问卷调查,收集他们的顾客满意度数据,再对这些样本数据运用信度效度分析、相关分析和回归分析等进行实证研究。根据所获取的定量信息,找出对淘宝网顾客满意度产生影响的具体因素,最终通过重要度-满意度四分图模型,确定影响淘宝网顾客满意度的积极因素和消极因素,以期为其顾客满意度的提高和淘宝网乃至同行业今后的发展提供有价值的参考。     

品牌形象、顾客满意和顾客忠诚关系研究——以济南银座连锁超市为例

随着买方市场的形成和人民生活水平的不断提高,顾客与企业之关系已经发生了重大的改变.企业要想获得生存与发展,就必须努力维持与顾客的关系,创造良好的品牌形象,重视顾客满意度,进而建立顾客忠诚度.本文首先对品牌形象、顾客满意与顾客忠诚的相关文献进行了回顾,探讨了相关研究变量的关联性,进而建立研究架构模型,通过实证分析得出的研究结果显示,品牌形象对顾客满意和顾客忠诚具有显著正向影响;顾客满意正向影响顾客忠诚.     

房地产服务顾客满意度研究

本文通过对房地产服务客户满意度影响因素的探讨,提出了房地产业顾客满意度的结构方程模型,并对模型进行配适度检验。研究结果发现：（1）在直接效果部分：职业道德对顾客满意度之因果关系并未获得显著性支持;而服务质量对顾客满意度有显著的正向影响;（2）在间接效果部分：职业道德及服务质量透过顾客价值对顾客满意度都有显著的正向影响。     

顾客不当行为对同属顾客负面情绪及满意度的影响研究

文章以顾客交互关系理论为依托,从顾客感知视角来探讨顾客不当行为对同属顾客负面情绪及满意度的影响,并引入关系质量、顾客心理资本进行调节。通过对餐饮、旅游、交通等服务行业的问卷调查,运用相关、回归等统计分析,得出结论：顾客不当行为对同属顾客的负面情绪及满意度均有显著影响,且顾客负面情绪具有部分中介作用;关系质量调节顾客不当行为与同属顾客负面情绪及满意度问的关系;心理资本对顾客不当行为与同属顾客负面情绪及满意度间的关系具有调节作用。     

Is customer satisfaction a relevant metric for financial analysts?

This study examines the effects of customer satisfaction on analysts' earnings forecast errors. Based on a sample of analysts following companies measured by the American Customer Satisfaction Index (ACSI), we find that customer satisfaction reduces earnings forecast errors. However, analysts respond to changes in customer satisfaction but not to the ACSI metric per se. Furthermore, the effects of customer satisfaction are asymmetric; for example, analysts are more willing to use good news (i.e. an increase in customer satisfaction information) than bad news (i.e. a decrease in satisfaction). Similarly, customer satisfaction reduces negative deviation more than positive deviation of the analysts' forecasts from actual earnings. Furthermore, the effects of customer satisfaction depend upon the base level of satisfaction that the firm has achieved. Finally, the effects of customer satisfaction on analysts' forecast errors differ across firms with volatile satisfaction scores and those with stable satisfaction scores. We discuss the implications of our results for marketers and participants in financial markets.     

Incentivizing CEOs to build customer- and employee-firm relations for higher customer satisfaction and firm value

This research reveals customer- and employee-firm relations to be two routes by which firms can leverage executive incentive structures to create customer and firm value. Analyses of a unique dataset with multiple archival sources show that (1) increases in the proportion of CEOs?? long-term equity-based compensation positively influence actions that build customer- and employee-firm relations as measured by the Kinder, Lydenberg, Domini & Co. (KLD) data source, (2) such effects are stronger in unstable markets, and (3) customer and employee relationship-building actions affect firm value both directly and indirectly via the mediator of customer satisfaction as measured by the American Customer Satisfaction Index (ACSI) data source. The findings have implications for the improvement of customer satisfaction, the role of marketing in the organization, and the design of CEO incentive packages leading to higher customer satisfaction and firm value.     

公共部门公众满意度若干问题研究

本文在对公共部门公众满意度其测评模型、构建方法、指标选取和模型测算方法选择等问题进行详细探讨的基础上阐述公共部门公众满意度的体系构建和绩效问题,并就公共部门公众满意度测评体系构建及应用过程中的问题提出对策。     

As they sow,so shall they reap: customers’ influence on customer satisfaction at the customer interface

Extant research provides valuable knowledge about how firms can satisfy their customers. However, it is unclear how customers themselves contribute to their satisfaction. From a basis in the job demands–resources model, the authors propose a customer demands–resources model. In this model, customer demands (negative customer behaviors) and customer resources (positive customer behaviors) affect customer satisfaction through frontline employees’ customer-oriented attitudes and customer-oriented behaviors. Using dyadic data from 141 frontline employees and 375 customers, this study identifies customer behaviors as an important source of customer satisfaction. Customer demands impede frontline employees’ customer-oriented attitudes and customer satisfaction through frontline employees’ emotional exhaustion, whereas customer resources indirectly increase customer satisfaction. Customer resources also buffer the negative effect of customer demands on frontline employees’ customer-oriented attitudes.     

Do managers know what their customers think and why?

The ability of a firm’s managers to understand how its customers view the firm’s offerings and the drivers of those customer perceptions is fundamental in determining the success of marketing efforts. We investigate the extent to which managers’ perceptions of the levels and drivers of their customers’ satisfaction and loyalty align with that of their actual customers (along with customers’ expectations, quality, value, and complaints). From 70,000 American Customer Satisfaction Index (ACSI) customer surveys and 1068 firm (manager) responses from the ACSI-measured companies, our analyses suggest that managers generally fail to understand their firms’ customers in two important ways. First, managers systematically overestimate the levels of customer satisfaction and attitudinal loyalty, as well as the levels of key antecedent constructs such as expectations and perceived value. Second, managers’ understanding of the drivers of their customers’ satisfaction and loyalty are disconnected from those of their actual customers. Among the most significant “disconnects,” managers underestimate the importance of customer perceptions of quality in driving their satisfaction and of satisfaction in driving customers’ loyalty and complaint behavior. Our results indicate that firms must do more to ensure that managers understand how their customers perceive the firm’s products and services and why.     

Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions

Does improving employee happiness affect customer outcomes? The current study attempts to answer this question by examining the impact of employee satisfaction trajectories (i.e., systematic changes in employee satisfaction) on customer outcomes. After accounting for employees’ initial satisfaction levels, the analyses demonstrate the importance of employee satisfaction trajectories for customer satisfaction and repatronage intentions, as well as identify customer-employee contact as a necessary conduit for their effect. From a macro perspective, employee satisfaction trajectories strongly impact customer satisfaction for companies with significant employee–customer interaction, but not for companies without such interaction. From a micro perspective, employee satisfaction trajectories influence customer repatronage intentions for frequent customers, but not for infrequent customers. These effects are robust to controlling for previous customer evaluations and recent employee evaluations. Overall, these findings extend the dominant view of examining static, employee satisfaction levels and offer important implications for the management of the organizational frontline.

     

顾客满意度理论模型与测评体系研究

顾客满意已经成为现代企业活动的基本准则.顾客满意度的测评是当前企业和学术界一个非常热门而又很重要的课题.本文首先阐明了顾客满意度的内涵及其特征,在对顾客满意度理论模型进行述评的基础上,提出了设计顾客满意度测评指标体系的原则与构成.     

顾客体验对服务品牌忠诚影响的实证研究

品牌忠诚是品牌资产的重要组成部分,是战略性品牌资产。虽有研究顾客体验与服务品牌忠诚之间关系的理论演绎文献,但缺乏实证文献。本文以移动通信服务行业为研究对象,从价值——满意视角探索了顾客体验对服务品牌忠诚的影响机理。在问卷调查的基础上,运用结构方程模型方法进行实证研究,结果表明：顾客体验对服务品牌忠诚的直接影响不显著;而顾客体验通过体验价值和顾客满意对服务品牌忠诚的间接影响显著。     

饭店顾客满意度综合评价理论体系及实证研究

使顾客满意、忠诚是饭店企业追求的最终目标，顾客满意是一种心理状况，具有主观性，难以对其量化评价．在Fornell模型基础上提出了一套饭店顾客满意度综合评价理论体系．通过对饭店顾客群体和满意度体系的分析，并结合实例对其在饭店顾客满意度评价中的运用进行了探讨，对实业界具有一定的实用价值．