移动互联网对高接触型旅游服务企业顾客满意度影响研究  

On the Effect of Mobile Internet on Customer Satisfaction of High-touch Contact Tourism Service Companies

作　　者：于瑾[1] 

机构地区：[1]海南师范大学科研处,海南海口571158

出　　处：《海南广播电视大学学报》2015年第2期76-80,85,共6页Journal of Hainan Radio & TV University

基　　金：2012年海南省哲学社会科学规划项目"治理理念下高顾客接触型服务企业服务质量控制与改进研究"(编号:HNSK(GJ)12-25)成果之一

摘　　要：旅游服务企业是典型的高接触型服务企业,移动互联网使得旅游服务企业与顾客的接触不再是简单的面对面接触,用户通过智能手机应用可以随时随地开始服务接触。围绕移动互联网对旅游服务企业顾客满意度是否有影响以及如何产生影响问题,提出研究模型,设计相关问卷,展开实证研究。研究结果表明:移动互联网对旅游服务企业顾客满意度存在较大影响。相关企业应当针对移动互联网环境,对服务接触过程进行重新规划和设计,提高顾客满意度。Tourism service companies are the typical high-touch customer contact service companies. It is not a simple contact but a face-to-face contact between tourism service companies and its customers because of mobile internet,by which customers can get service contact anytime and anywhere by using smartphones.This paper conducts an empirical research by proposing a concept model and designning questionaires. The results show the impact of mobile internet on customer satisfaction of tourism service companies is great. The tourism service companies should redesign the service contact process for the mobile internet environment to improve customer satisfaction.

关 键 词：互联网 高接触 服务企业 顾客满意度 

分 类 号：C931.6[经济管理—管理学] F271