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度假旅游中感知互动、感知价值与顾客满意相关性研究 预览

Correlation among Perceived Interaction,Perceived value and Tourists' Satisfaction in Holiday Tourism
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摘要 度假旅游体验过程中顾客与服务提供者之间的互动比传统的观光旅游更加频繁,这种互动会对顾客感知价值和满意程度产生很大影响。本研究将顾客感知互动划分为任务导向型、情感导向型和自我导向型,构建以感知价值为中介的感知互动对顾客满意影响的模型。通过实证研究发现,任务导向型和情感导向型互动对感知价值和顾客满意有显著的正向影响,并且情感导向型互动的影响程度更大;自我导向型互动对感知价值和顾客满意有显著的负向影响;感知价值在感知互动对顾客满意的影响中发挥中介作用。本研究为解释度假旅游中感知互动对顾客满意的影响机制提供了新的支持,也为企业管理者设计顾客真正需要的互动服务提供了一定依据。 The interaction between customers and service providers during holiday tour experience is more frequent compared with traditional sightseeing,and this interaction will have a great influence on the perceived value and the satisfaction degree of the customers. This paper divides customer perceived interaction into task-oriented,emotional-oriented and self-oriented types and constructs a model of perceived interaction influencing customer satisfaction with perceived value as intermediary. It is found through the empirical study that task-oriented interaction and emotional-oriented interaction have a significant positive influence on perceived value and customer satisfaction with emotional-directed interaction more influential; Self-oriented interaction has a significant negative impact on perceived value and customer satisfaction; and that perceived value plays an intermediary role in the influence of perceived interaction on customer satisfaction. This study provides a new support to explain the influence mechanism of perceived interaction on customer satisfaction in holiday tourism and also provides a basis for enterprise managers to design interactive services that customers really need.
作者 刘湖 李聪聪 LIU Hu,LI Congcong(School of International Business, Shaanxi Normal University, Xi'an 710119, China)
出处 《山东财经大学学报》 2018年第4期83-93,共11页 Journal of Shandong Finance Institute
基金 国家社会科学基金后期资助项目“中国教育消费研究”(17FJY004)
关键词 度假旅游 感知互动 感知价值 顾客满意 holiday tourism perceived interaction perceived value consumer satisfaction
作者简介 刘湖,男,陕西子洲人,经济学博士,陕西师范大学国际商学院副教授,研究方向:现代服务业。
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