基于关键事件技术的服务业顾客间互动行为研究  

Study on Customer-to-Customer Interaction in Service Encounter:Based on Critical Incident Technique

作　　者：银成钺[1] 杨雪[1] 王影[1] 

机构地区：[1]东北师范大学商学院,吉林长春130117

出　　处：《预测》2010年第1期15-20,共6页Forecasting

基　　金：国家自然科学基金资助项目(70772119);教育部人文社科基金资助项目(09YJC630031);东北师范大学"十一五"科技创新基金资助项目(NENU-STC08020)

摘　　要：目前服务接触的研究主要集中在顾客与服务人员的互动,顾客间的互动研究十分有限,但顾客间互动却是影响服务感知质量的重要因素。基于此,本研究采用关键事件技术(CIT)对我国消费者在服务接触中的互动行为进行了分类,发现其他顾客的外观、其他顾客的行为及顾客间的语言交流都会对服务体验产生影响,研究进一步将这三大类细分为15个二级子类并分别对这些类别进行探讨,最后讨论了结论的实践应用及研究局限。Most prior research of service encounter have focused on the interaction between customer and service provider, Customer-to-Customer interaction has been neglected though it＇ s another influencing factor of perceived service quality. Based on this, by using Critical Incident Technique, the present research divide Customer-to-Customer interaction into three categories and 15 secondary categories, and found that all of other customer＇ s appearance, other customer＇ s behavior and customer conversation are impact on service experience, Implications and limitations of the research are also discussed.

关 键 词：服务接触 顾客间互动 服务体验 关键事件技术 

分 类 号：F713.50[经济管理—市场营销]