服务补救视角下酒店顾客的心理契约重建研究  

A Study of Psychological Contract Reconstruction of Hotel Customers under the Perspective of Service Remediation

作　　者：吴荻 马宁 WU Di;MA Ning(School of Management,Liaoning Normal University,Dalian 116081,Liaoning,China)

机构地区：[1]辽宁师范大学管理学院,辽宁大连116081

出　　处：《边疆经济与文化》2024年第12期48-53,共6页The Border Economy and Culture

摘　　要：酒店行业高效的服务补救不仅可以消解顾客的负面情绪,还有助于提升顾客满意度,从而建立良好的客企关系。基于此,文章基于服务补救和恢复体验构建顾客满意度与心理契约重建的研究框架,通过对316份问卷进行PLS-SEM分析,获取了酒店服务补救下顾客心理契约的重建机制。研究表明:一是服务补救能够直接促进酒店顾客心理契约的形成;二是服务补救会通过恢复体验促使心理契约重建;三是服务补救能够提升顾客满意度进而实现心理契约的重建;四是服务补救通过恢复体验和顾客满意度的共同作用推动心理契约再形成。最后,从服务补救、恢复体验以及顾客满意度方面提出了针对顾客心理契约重建的对策建议,以期为酒店业的服务优化提供理论和实践支持。Efficient service remediation in the hotel industry can not only dissipate customers'negative emotions,but also help to improve customer satisfaction,thus establishing a good customer-enterprise relationship.Based on this,the article constructs a research framework of customer satisfaction and psychological contract reconstruction based on service remediation and restoration experience,and obtains the reconstruction mechanism of customer's psychological contract under hotel service remediation through PLS-SEM analysis of 316 questionnaires.The study shows that:first,service remediation can directly promote the formation of hotel customers'psychological contract;second,service remediation will contribute to the reconstruction of the psychological contract through the restoration experience;third,service remediation can enhance customer satisfaction and thus realize the reconstruction of the psychological contract;and fourth,service remediation promotes the re-formulation of the psychological contract through the combined effect of the restoration experience and customer satisfaction.Finally,the countermeasures for customers'psychological contract reconstruction are proposed in terms of service remediation,experience restoration and customer satisfaction,in order to provide theoretical and practical support for service optimization in the hotel industry.

关 键 词：服务补救 心理契约 恢复体验 顾客满意度 

分 类 号：F713[经济管理—产业经济]