文献类型：期刊文献

中文题名：互动质量对顾客忠诚的影响机制研究——基于顾客心理视角

英文题名：A Study on the Impact Mechanism of Interaction Quality on Customer Loyalty——Based on Customer Psychology Perspective

作者：肖轶楠[1]

第一作者：肖轶楠

机构：[1]北京联合大学旅游学院

第一机构：北京联合大学旅游学院

年份：2017

卷号：0

期号：6

起止页码：44-49

中文期刊名：技术经济与管理研究

外文期刊名：Technoeconomics & Management Research

收录：CSTPCD;;国家哲学社会科学学术期刊数据库;北大核心:【北大核心2014】；

基金：国家自然科学基金项目(41301156);北京市社会科学基金项目(16GLC056)

语种：中文

中文关键词：互动质量;顾客忠诚;自我建构;顾客感知

外文关键词：Interaction quality; Customer loyalty; Self-eonstrual; Customer perception

摘要：本研究以社会心理学理论为基础,从顾客感知亲密感和地位感两个维度探讨员工-顾客互动对顾客忠诚的影响机制。运用实证研究方法,以酒店和餐厅消费者为样本,共收集有效样本802个。研究结果显示,员工-顾客互动过程中的顾客感知员工真诚、服务的响应性、专业性和个性化均对亲密感有显著正向影响;顾客感知互动质量中仅员工真诚和服务的个性化对地位感有显著正向影响;顾客感知亲密感和地位感对顾客忠诚都具有正向影响,且相比地位感,亲密感对顾客忠诚的作用关系更强;顾客感知亲密感和地位感与顾客忠诚的关系,在不同自我建构和性别的消费者之间均存在差异。最终,本研究结合实证分析结果,阐释了对旅游企业及相关服务企业管理的意义并给出了实践建议。
Based on the theory of interpersonal relationship in social psychology, this study explores the impact mechanism of emp- loyee-customer interaction on customer loyalty from the perspectives of customer perceived intimacy and status. Using empirical research method, a sample of 802 hotels and restaurants was collected. The results show that the customer-perceived employee sincerity, respo- nsiveness, professionalism and personalized service in the customer perceived interaction quality have a significant positive impact on sb customer intimacy. Just the customer-perceived employee sincerity and personalized service in the customer perceived interaction quality have a significant positive impact on customer feeling of status. The customer perceived intimacy and feeling of status both had a positive effect on customer loyalty, and the relationship between customer perception of intimacy and customer loyalty was stronger than that between customer feeling of status and customer loyalty. The relationship between customer intimacy and feeling of status and customer loyalty is distinctive between different self-construct and gender consumers. In the end, this paper based on the empirical analysis, the author explains the significance of tourism enterprises management and gives some practical suggestions.