服务生产中顾客感知支持与其合作行为的关系  

Relationship between Perceived Support and Cooperation Behavior of Customer in Service Production

作　　者：赵晓煜[1] 孙福权[2] 张昊[1] 

机构地区：[1]东北大学工商管理学院,沈阳110819 [2]东北大学秦皇岛分校,河北秦皇岛066004

出　　处：《技术经济》2014年第11期16-24,共9页Journal of Technology Economics

基　　金：国家自然科学基金面上项目"服务交互中顾客价值共创行为的管理策略研究--人力资源管理的视角"(71472035);国家自然科学基金面上项目"服务场景中的社会线索与顾客行为意向的关系研究"(71072121)

摘　　要：以社会支持和社会交换理论为依据,在对相关概念的内涵进行深入剖析的基础上,建立了反映各种顾客支持手段(功能性支持和情感性支持)、各类关系承诺(算计性承诺和情感性承诺)与顾客合作行为(参与行为和公民行为)之间关系的理论模型。采用调查法对模型进行了实证检验,分析了服务生产中顾客的感知支持、关系承诺及其合作行为之间的作用路径和作用效果。研究结果表明:服务企业提供的功能性支持和情感性支持有助于顾客产生正面的心理体验,进而形成对服务企业的关系承诺,并对顾客合作行为(包括参与行为和公民行为)产生积极影响。Based on the social support theory and social exchange theory, and through analyzing the connotation of related concepts deeply, this paper constructs a theoretical model which is used to present the relationships among different customer support means（functional support and emotional support）, relationship commitment（calcuiative commitment and affective commitment） and customer＇s cooperation behavior（participation behavior and citizenship behavior）. Then it uses the survey method to verify this model empirically, and analyzes the relationships among customer＇s perceived support, relationship commitment and cooperation behavior. Research results show as follows：the functional support and emotional support could help customers formulate positive psychological experiences and establish the relationship commitment to service firms, further have positive impacts on customer＇s cooperation behaviors which includes participation behaviors and citizenship behaviors.

关 键 词：顾客感知支持 关系承诺 顾客合作行为 顾客参与 

分 类 号：F713.55[经济管理—市场营销] F274[经济管理—产业经济]