| 基于期望差异模型的RBD顾客满意度研究--以广州市北京路步行商业区为例 |
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| 引用本文： | 刘俊,马风华,苗学玲.基于期望差异模型的RBD顾客满意度研究--以广州市北京路步行商业区为例[J].旅游学刊,2004,19(5):14-19. |
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| 作者姓名： | 刘俊 马风华 苗学玲 |
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| 作者单位： | 1. 中山大学旅游发展与规划研究中心,广东,广州,510275
2. 广东工业大学经济管理学院,广东,广州,510090 |
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| 摘 要： | 北京路步行商业区是广州城市游憩体系中重要的组成部分。本文运用期望差异模型对北京路步行商业区的顾客满意度进行了研究。研究发现，总体上顾客对北京路步行街的感知实绩低于期望．对北京路购物功能的满意度较高，娱乐休闲满意度稍逊。在实证研究的基础上，指出了期望差异模型的不足．并提出了新的期望差异概念模型。新的概念模型显示，服务实绩对于顾客的满意度具有决定作用。
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| 关 键 词： | 期望差异概念模型 满意度 北京路 |
| 文章编号： | 1002-5006(2004)05-0014-06 |
A Conceptual Model of Expectancy Disparity Theory:A Case Study on Visitors' Satisfaction of Beijing Road Business District in Guangzhou |
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| LIU Jun,MA Feng-hua,MIAO Xue-ling.A Conceptual Model of Expectancy Disparity Theory:A Case Study on Visitors'''' Satisfaction of Beijing Road Business District in Guangzhou[J].Tourism Tribune,2004,19(5):14-19. |
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| Authors: | LIU Jun MA Feng-hua MIAO Xue-ling |
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| Institution: | LIU Jun~1,MA Feng-hua~2,MIAO Xue-ling~1 |
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| Abstract: | Beijing Road Business District is an important component part in Guangzhou urban leisure system.The paper gives an examination of the tourists' satisfaction degree on Beijing Road Business district based on expectancy disparity model.The study finds that the overall tourists' perceived performance is lower than expectancy and the tourists' satisfaction degree on shopping function is higher than that on recreation and leisure.Based on the demonstrative study,the paper points out the defect in the expectancy disparity model and offers some modifications.The new conceptual model reveals that service is of decisive role to the satisfaction degree of the customers. |
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| Keywords: | Conceptual Model of Expectancy Disparity satisfaction degree Beijing Road |
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