| 服务质量对顾客忠诚的影响机制研究——顾客消费情感的中介作用 |
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| 引用本文： | 粟路军,黄福才.服务质量对顾客忠诚的影响机制研究——顾客消费情感的中介作用[J].大连理工大学学报(社会科学版),2011,32(1):7-13. |
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| 作者姓名： | 粟路军 黄福才 |
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| 作者单位： | 厦门大学管理学院; |
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| 基金项目： | 教育部人文社会科学研究一般项目(09YJA790069) |
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| 摘 要： | 文章通过对乡村旅游消费者问卷调查研究发现,消费情感在服务质量对顾客忠诚的影响中起部分中介作用,服务质量通过消费情感对顾客忠诚主要有四条影响路径:一是服务质量—正面情感—口碑宣传;二是服务质量—负面情感—寻找替代物;三是服务质量—正面情感—负面情感—寻找替代物;四是服务质量—正面情感—顾客满意—顾客忠诚。同时发现,正面消费情感对负面消费情感存在直接负向影响,对顾客满意、口碑宣传存在直接正向影响;负面消费情感对寻找替代物有直接正向影响;顾客满意是顾客忠诚的最重要前因变量,对重游倾向、口碑宣传、寻找替代物均具有直接影响,顾客忠诚的重游倾向与口碑宣传两变量之间存在递进关系。
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| 关 键 词： | 服务质量 顾客消费情感 顾客满意 顾客忠诚 中介作用 |
Service Quality,Satisfaction and Customer Loyalty:The Mediating Effects of Consumption Emotions |
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| SU Lu-jun,HUANG Fu-cai.Service Quality,Satisfaction and Customer Loyalty:The Mediating Effects of Consumption Emotions[J].Journal of Dalian University of Technology(Social Sciences),2011,32(1):7-13. |
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| Authors: | SU Lu-jun HUANG Fu-cai |
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| Affiliation: | SU Lu-jun,HUANG Fu-cai School of Management,Xiamen University,Xiamen 361005,China |
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| Abstract: | The purpose of this research is to empirically investigate the determinants of customer loyalty based on the mediating effects of consumption emotions.Using data from a questionnaire survey of Changsha rural visitors and structural equation model,this study shows that there exist three sources of customer loyalty in tourism services: service quality,consumption emotions and customer satisfaction.Consumption emotions have partly mediating effects in service quality on consumer loyalty.Results also suggest th... |
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| Keywords: | service quality consumption emotions customer satisfaction loyalty mediating effects |
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