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A Study on Customer Participation and its Impact on Customer Satisfaction in Service
Author(s): PENG Yanjun~1jingfengjie~2(1.beijingtechnologicalandbusinessuniversity, beijing, 100836, china, 2.HUAZHONG Universityofscienceandtechnology, wuhan, hubei, 430072, china)
Pages: 60-
66
Year: 2008
Issue:
10
Journal: Economic Management
Keyword: 顾客参与; 情感; 感知控制; 关系纽带; 感知服务质量; 顾客满意;
Abstract: 顾客参与服务的生产,不仅影响服务组织的生产效率和服务质量,而且也会影响顾客自身对服务的满意度。本研究在文献回顾和前人研究的基础上,采用实证研究的方法对顾客参与影响顾客满意的机制进行了更深入的探讨,提出顾客参与通过情感、感知控制和关系纽带影响感知服务质量进而影响顾客满意的观点,并对顾客参与进行分维度的研究,使结果更加精确。
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