顷客心理受权与服务质量和满意感的实证研究  

Customer Psychological Enpowerment,Service Quality and Customer Satisfaction

作　　者：陈佩瑶[1] 韩小芸[1] 

机构地区：[1]中山大学管理学院,广东广州510275

出　　处：《商业研究》2007年第2期193-198,共6页Commercial Research

基　　金：广东省自然科学基金项目"顾客忠诚感影响因素动态研究";项目编号05300536;中山大学桐山基金项目"顾客授权对服务经历评估的影响"的阶段性成果。

摘　　要：目前,大学生旅游已成为旅游业新的利润增长点,是旅游企业不可忽视的一个市场群体。通过在广州市的三所大学进行了一次实证研究,探讨了顾客心理受权的组成成分及其与服务质量和顾客满意感之间的关系。数据分析结果表明,顾客的消费能力、消费自主权、影响力是顾客心理受权的组成成分,顾客心理受权对服务质量和顾客满意感存在显著影响。Nowadays, university students have become a new unnegletable group in the tourist market as their cousumption brought about new tourism growth. The study investigates the relationship between service quality, customer satisfaction and customer psychological empewerment. The 232 questionnaires were gathered from three universities in Guangzhou. The results show that customer psychological empowerment has three components, which are consumption competence, consumption self - determination and effect. Furthermore, customer psychological empowerment has direct or indirect impact on service quality and customer satisfaction.

关 键 词：顾客心理受权 服务质量 顾客满意感 

分 类 号：F590[经济管理—旅游管理]