摘要
以餐饮业为调研对象,用结构方程方法探索服务质量和感知价值的细分维度对服务忠诚的影响。研究表明:服务质量的各细分维度对于服务忠诚的影响大多都是通过顾客感知价值的各个细分维度作中介来实现的,对服务忠诚具有直接影响的服务质量因素只有安全性因素;服务质量的移情性维度对感知价值的各维度均具显著影响,有形性维度对感知价值的价格、质量和社会维度具有积极的影响,可靠性维度与感知价值的情感维度相关,响应性维度与感知价值的情感和质量维度相关;感知价值除质量维度外,社会、情感、价格维度均对服务忠诚具有显著影响。因此,餐饮业企业应特别重视服务人员与顾客进行良好的人际互动,促进与顾客的情感交流,把向顾客提供高价值的服务作为提升服务忠诚的有效途径。
By taking food and beverage industry as research subject,the influence of the segmented dimension of service quality and perceived value on service loyalty is explored by structural equation method and the research shows that the influence of each segmented dimension of service quality on service loyalty is mostly realized by taking each segmented dimension of customer perceived value as the intermediary,that the service quality factor directly affecting service loyalty is only safety factor,that the empathy dimension of service quality has significant impact on each dimension of perceived value respectively,that tangible dimension has actively influence on the price,quality and social dimension of perceived value,that reliable dimension is related to sentiment dimension of perceived value,that response dimension is related to sentiment and quality dimension of perceived value and that all of society,sentiment and price dimension except quality dimension of perceived value have impact on service loyalty.Thus,the enterprises of food and beverage industry should specially emphasize the interaction between service employees and the customers,boost the sentiment communication between the employees and the customers and regard high-value service providing for the customers as an effective way raising service loyalty.
出处
《西部论坛》
2013年第1期91-100,共10页
West Forum
基金
教育部人文社会科学研究西部和边疆地区(规划基金)项目(11XJA630002)"信任性服务忠诚的形成机制及其应用研究"
关键词
服务质量
感知价值
服务忠诚
细分维度
高接触度的服务业
餐饮业
服务质量激励因素
顾客满意
service quality
perceived value
service loyalty
segmented dimension
frequently-contacted service industry
food and beverage industry
service quality incentive factor
customer satisfaction degree
