服务忠诚决定因素实证研究:交易过程视角  

An Empirical Study on the Determinants of Service Loyalty:A Transactional Process Perspective

作　　者：罗海成[1] 

机构地区：[1]福建行政学院经济管理研究所,福州350002

出　　处：《管理评论》2008年第11期25-30,共6页Management Review

基　　金：国家自然科学基金项目资助(70572083;70702014);福建省社会科学规划项目资助(2007B2053)

摘　　要：从交易过程视角来看,感知价值、顾客满意是服务忠诚的重要决定因素,但文献之间存在不一致结论,且缺少对感知价值、顾客满意与服务忠诚不同维度之间关系的深层次探讨。本文应用结构方程理论,在感知价值、顾客满意与服务忠诚两个维度(态度忠诚和行为忠诚)之间构建了研究模型,通过两个服务行业的实证数据分析,对所提出的理论假设进行了实证检验,指出了相应的管理意义。While the relationships among perceived value, customer satisfaction and service loyalty have gained substantial attentions, the inconsistent conclusions exist and the relationships among perceived value, customer satisfaction and the dimensions of service loyalty (attitudinal loyalty and behavioral loyalty) have not been probed deeply. In this paper, a research model including the above -mentioned constructs is put forward. Based upon the structural equation modeling theory, the data analysis from two different service industries is carried out to test the theoretical hypotheses empirically. Finally, the management implications are discussed.

关 键 词：感知价值 顾客满意 态度忠诚 行为忠诚 服务忠诚 

分 类 号：F719[经济管理—产业经济] F224