电信行业中服务接触对顾客关系的影响作用研究  

Study of the Relationship between Service Encounter and Customers in Telecommunication Industry

作　　者：汪克夷[1] 周军[1] 李丹丹[1] 

机构地区：[1]大连理工大学管理学院,辽宁大连116024

出　　处：《大连理工大学学报（社会科学版）》2009年第1期1-5,共5页Journal of Dalian University of Technology(Social Sciences)

摘　　要：文章在回顾国内外相关研究的基础上,提出电信行业服务接触由功能接触、人员接触、环境接触和远程接触四方面构成,分别分析了它们对顾客关系的影响作用,构建了相应的理论模型,并以电信行业为样本进行了实证检验。实证研究表明,服务接触对于顾客满意有积极的促进作用,其中功能接触、人员接触和环境接触对关系承诺也有直接影响作用,并且通过满意间接的影响关系承诺。Based on the review of the relevant researches in the field of service encounter,this research analyzed the relationship between the service encounter and the commitment,and developed a theoretical model.An empirical test was conducted by using a sample of customers from the telecommunication carrier to test the model presented.The result indicates that service encounter has a positive effect on satisfaction,while the function encounter,personal encounter and circumstance encounter also have a positive effe...

关 键 词：服务接触 顾客关系 满意 承诺 

分 类 号：F626[经济管理—产业经济]