基于多维视角的工业服务市场服务质量对客户行为意向的影响研究  

Impact of Service Quality on Customer Behavioral Intentions in Industrial Services : A Multi-dimensional Perspective

作　　者：许月恒[1] 张明立[1] 唐塞丽[1] 

机构地区：[1]北京航空航天大学经济与管理学院

出　　处：《管理学报》2013年第8期1214-1222,共9页Chinese Journal of Management

基　　金：国家自然科学基金资助项目(70972002);广义虚拟经济研究专项资助项目(GX2011-1003(Y))

摘　　要：为了从多维视角研究工业服务市场服务质量对客户行为意向的直接影响,建立了一个反映服务质量的不同维度对各个行为意向产生直接影响的概念模型。然后,对工业品物流服务行业客户进行问卷调查,运用统计软件SmartPLS 2.0和结构方程模型方法展开实证研究。结果表明,在工业服务市场,服务质量的硬件环境质量、技术质量和功能质量均对客户重购意向和传播积极的口碑有直接的正向影响,其中影响最为显著的是硬件环境质量,其次是技术质量,最小的是功能质量。The study aims to explore the direct impact of industrial service quality on customer behavioral intentions from multi-dimensional perspective. Firstly, a conceptual framework that reflects the direct impact of different dimensions of service quality on each customer behavioral intentions is developed. Then, data is collected by questionnaire survey of buyers in industrial logistics and ana- lyzed by software SmartPLS2.0 and structural equation modeling. The results show that in industrial services context, all three dimensions of service quality have significant and positive impacts on cus- tomers＇ repurchasing intentions and WoM, among which hardware quality, which is followed by technical quality, has the strongest impact, while functional quality has the minimal one. The study has implications for industrial services companies on how to maintain customer relationships by enhancing service quality management.

关 键 词：工业服务 服务质量 客户行为意向 

分 类 号：C93[经济管理—管理学] F713.50