旅游地形象与服务补救对游客行为意向的影响  

The Impact of Tourist Destination Image and Service Recovery on Tourist Satisfaction

作　　者：黄清娟[1] 

机构地区：[1]福州职业技术学院商贸系,福建福州350108

出　　处：《闽江学院学报》2016年第3期105-113,共9页Journal of Minjiang University

基　　金：2015年福州市科学技术局科技项目(2015-PT-91)

摘　　要：通过实证分析旅游地形象、服务补救及游客满意度和游客行为意向间的关系发现,旅游地形象中的认知形象与游客满意度最相关,服务补救中的经济补偿和精神补偿次之;顾客满意度对行为意向有显著的正向作用。旅游地管理方或从业者在经营中应重视解决服务失误事件,积极做好对游客进行不同形式的经济补偿服务补救工作,进而提升游客对旅游地的满意度。The empirical analysis is adopted to analyze the relationship between destination images,service recovery,tourists＇ satisfaction and tourists＇ behavior attention. It is found that the cognitive image of destination images is most relevant to the tourists＇ satisfaction,followed by the financial and spiritual compensation of service compensation. The consumer satisfaction has significant positive effect on behavior intention. The destination manager or practitioners should attach importance to solve issues of service failure in the operation and strengthen the different forms of financial compensation and service recovery for tourists,and then increase the tourists＇ satisfaction of destination.

关 键 词：旅游地形象 服务补救 游客满意度 行为意向 

分 类 号：F592.7[经济管理—旅游管理]