民宿顾客心理契约、顾客满意与顾客公民行为关系——基于平潭民宿的实证研究  

The relationship between homestay customer psychological contract,customer satisfaction,and customer citizenship behavior--Empirical research based on Pingtan homestay

作　　者：邢舒雨 林娟[1,2] 郑如莹 XING Shu-yu;LIN Juan;ZHENG Ru-ying(College of Culture Tourism and Public Administration,Fujian Normal University,Fuzhou 350117,China;Fujian Key Laboratory of Smart Tourism,Fuzhou 350117,China)

机构地区：[1]福建师范大学文化旅游与公共管理学院,福建福州350117 [2]智慧旅游福建省重点实验室,福建福州350117

出　　处：《资源开发与市场》2023年第6期763-768,共6页Resource Development & Market

基　　金：国家自然科学基金项目(编号:41901146)。

摘　　要：选取福建省平潭国际旅游岛为案例地,运用问卷调查、因子分析和结构方程等方法,构建关于顾客心理契约、顾客满意与顾客公民行为的结构方程模型,探究民宿顾客心理契约、顾客满意以及顾客公民行为三者之间的关系。结果表明:①民宿顾客心理契约对顾客满意和顾客公民行为均能够产生正向影响。②民宿顾客满意正向影响顾客公民行为。③在交易心理契约对顾客推荐行为与顾客反馈行为中加入民宿顾客满意作为中介变量,会产生部分中介作用,并且在关系心理契约对顾客助人行为和顾客反馈行为中也能产生部分中介作用。Selecting Pingtan International Tourism Island in Fujian Province as the simple case,this paper constructed a structural equation model on clientele psychological contract,clientele satisfaction and clientele citizenship behavior by using questionnaire survey,factor analysis and structural equation to investigate the relationship among clientele psychological contract,clientele satisfaction,and clientele citizen behavior.The results showed that:①Clientele psychological contracts with homestays made a positive influence on both clientele satisfaction and clientele citizen behavior.②Clientele satisfaction with homestays positively affected clientele citizen behavior.③Adding clientele satisfaction as a mediating variable in the transactional psychological contract on clientele recommendation behavior and clientele feedback behavior could produce a partial mediating effect,and it could also produce a partial mediating effect in the relational psychological contract on clientele helping behavior and clientele feedback behavior.

关 键 词：民宿 顾客心理契约 顾客满意 顾客公民行为 平潭 

分 类 号：F129.9[经济管理—世界经济]