乐园游客排队最大接受时长影响因素研究——基于上海迪士尼乐园的实证研究  

Research on the Influencing Factors of the Maximum QueuingTime of Park Tourists:An Empirical Study on Shanghai Disneyland

作　　者：杜学美[1] 李俊 刘桃 DU Xuemei;LI Jun;LIU Tao(School of Economics and Management,Tongji University,Shanghai 200092,China)

机构地区：[1]同济大学经济与管理学院,上海200092

出　　处：《上海管理科学》2024年第1期77-85,共9页Shanghai Management Science

摘　　要：以ACSI模型为核心,结合ABC态度模型和归因理论等建立了概念模型,旨在探究游客排队最大接受时长的影响因素。将迪士尼乐园作为研究对象,对收集到的220份问卷进行统计分析结果发现,顾客期望维度的四个变量对排队最大接受时长均存在正向影响;游客排队时的感知质量中,游客对于园方排队管理的努力程度的感知以及游乐项目对于游客预期的个性化需求的满足程度对排队最大接受时长有正向影响,而排队的感知时长会对其产生负向影响;排队最大接受时长与顾客的抱怨/不满之间存在负向影响。研究结论为乐园优化游客排队体验,提升游客排队最大接受时长提供了一定的指导。Based on the ACSI model,combined with ABC attitude model and attribution theory,a conceptual model is established to explore the factors affecting the maximum acceptance time of tourists queuing.Taking Disneyland as the research object,the 220 questionnaires collected were statistically analyzed.The results show that all variables of the customer expectation dimension have a positive impact on the maximum acceptance time of the queue;Among the perceived quality of tourists queuing,tourists'perception of the effort of the park's queuing management has a positive impact on the maximum acceptance time of the queue,while the perceived time of the queue will have a negative impact on it.There is a negative impact between the maximum acceptance time of the queue and customer complaints/dissatisfaction.The research conclusion provides some guidance for the park to optimize the queuing experience of tourists and improve the maximum acceptance time of tourists queuing.

关 键 词：排队最大接受时长 ACSI模型 影响因素 

分 类 号：F273[经济管理—企业管理]