服务体验对顾客消费情感与满意度的影响研究  

The Influence of Service Experience on Customer Consumption Emotion and Satisfaction

作　　者：王潇[1] 王世通[1] 王迎军[2] 

机构地区：[1]天津城建大学经济与管理学院,天津300384 [2]南开大学经济与社会发展研究院,天津300071

出　　处：《商业研究》2014年第6期113-124,共12页Commercial Research

基　　金：国家社科基金重点项目"我国现代服务业发展战略研究";项目编号:08AJY009;中国博士后科学基金项目"我国知识密集型服务产业的精益化创新驱动机制研究";项目编号:2013M530867

摘　　要：本文以服务体验范式为理论基础,构建了服务体验要素、顾客消费情感与顾客满意度之间的关系模型,认为服务企业的服务场景、核心服务质量、附加服务表现、员工的情绪劳动是构成顾客服务体验的重要维度。通过对天津餐饮酒店的实地观察和实证研究,结果表明顾客的服务体验、正面消费情感与顾客满意度之间存在密切联系,而顾客的服务体验与负面消费情感、顾客满意度与负面消费情感之间的关系则没有被验证。Based on the paradigm of service experience, this research sets up the relationship model among the customer service experience, customer consumption emotion and customer satisfaction, pointing that servicescapes, core service quality, additional service and emotional labor of fronfline employees are key dimensions of customer service experience. By the investigation at the spot and empirical study on restaurants in Tianjin, we find there are significant relationship among the service experience, customer satisfaction and positive consumption emotion; however, the relationship between service experience and negative consumption emotion, customer satisfaction and negative consumption emotion were not proved.

关 键 词：情绪劳动 消费情感 顾客满意 服务体验范式 

分 类 号：F063.2[经济管理—政治经济学]