彭艳君-服务中的顾客参与及其对顾客满意的影响研究.pdf

服务中的顾客参与及其对顾客满意的影响研究

彭艳君,博士,北京工商大学商学院市场营销系,讲师;通讯地址:北京工商大学商学
院市场营销系,电话:010-66842875,**********,E-mail:pyjduckling@; (通
讯作者)
景奉杰,博士,华中科技大学管理学院,博士生导师,通讯地址:华中科技大学管理学
院市场营销系,电话:**********,E-mail:fjjing@;

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,并对顾客参与进行分维度的研
究,使结果更加精确。

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
Peng Yanjun ,doctor, lecturer, Marketing department of Business School of Beijing
Technology and Business University, E-mail:pyjduckling@;
Jing Fengjie, doctor,professor, Management school of Huazhong University of Science and
Technology, E-mail:fjjing@;

Abstract: Customer’s participation in the service production influences not only the
productivity and service quality of anization, 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 research of customer participation with its
dimensions and gets more exact results.
Key words: Customer participation, Affection, Perceived control, Relation bonds,
Perceived service quality, Customer satisfaction



1
服务中的顾客参与及其对顾客满意的影响研究

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,并对顾客参与进行分维度的研
究,使结果更加精确。

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
Abstract: Customer’s participation in the service production influences not only the
productivity and service quality of