摘要
通过文献研究法对背景音乐在心理学领域、营销领域的应用研究成果进行梳理,基于弗洛伊德关于“本我”“自我”“超我”的基本理论,以餐饮服务场景中的服务员和顾客为研究对象,以MR模型为依据,在“服务情境”模型的基础上,建构“背景音乐影响餐饮服务质量”模型,通过调控背景音乐的音量、音高、音色、速度、风格等要素,促使服务员和顾客在融洽的餐饮服务场景中被激发出“超我”的状态,进而提升服务员的餐饮服务质量和顾客在消费过程中对餐饮服务质量的感知能力,最终改善顾客的整体满意度。
Based on Sigmund Freud's personality theory of the id,the ego and the superego,this paper combs the application research results of background music in psychology and marketing through literature research.Combining the MR model with the service situation model,it takes the waiters and customers in the catering service scene as the research object in an effort to construct a model of the influence of background music on the quality of catering service.By adjusting and controlling the volume,pitch,timbre,speed,style and other elements of background music,the superego state of waiters and customers is aroused in a harmonious catering service situation,where the production quality of catering service of the waiters is improved and the customers’awareness of catering service in consumption is enhanced.Eventually,greater overall satisfaction is achieved among the customers.
作者
彭宗兰
PENG Zonglan(Sichuan Minzu College, Kangding 626001,Sichuan, China)
出处
《四川旅游学院学报》
2022年第1期28-31,共4页
Journal of Sichuan Tourism University
关键词
背景音乐
餐饮服务
质量
满意度
background music
catering service
quality
satisfaction
