文献类型：期刊文献

中文题名：城市网红书店的服务场景对访客行为意向的影响——以重庆网红书店为例

英文题名：The Impact of Servicescape in Urban Internet-Famous Bookstores on Visitors Behavioral Intention:A Case Study of Internet-Famous Bookstore in Chongqing

作者：程金燕[1];曾博伟[2];刘敏[2];李华[3]

第一作者：程金燕

机构：[1]北京体育大学体育休闲与旅游学院,北京100084;[2]北京联合大学旅游学院,北京100101;[3]柳州职业技术学院贸易与旅游管理学院,广西柳州545005

第一机构：北京体育大学体育休闲与旅游学院,北京100084

年份：2025

卷号：17

期号：4

起止页码：16-30

中文期刊名：旅游研究

外文期刊名：Tourism Research

语种：中文

中文关键词：网红书店;服务场景;感知价值;满意度;行为意向

外文关键词：internet-famous bookstore;servicescape;perceived value;satisfaction;behavioral intention

摘要：网红书店是城市休闲空间的重要组成部分,通过改变服务场景吸引访客驻足参观打卡,但其服务场景对于访客行为意向的作用效果尚未得到深入探讨。文章以重庆市网红书店为研究对象,采用问卷调查与半结构式访谈、网络文本分析相结合的方法,共收集548份有效问卷,随机访谈62名访客,获取网络评论1344条,最后借助SPSS 23.0和AMOS 24.0统计软件进行实证检验。研究发现:网红书店服务场景的物理维度和社会维度对访客感知价值、满意度均具有显著正向的影响。访客感知价值对其满意度和行为意向均有显著的正向影响,满意度对其行为意向具有显著的正向影响。感知价值分别在物理维度、社会维度与访客行为意向之间起简单中介作用,满意度仅在物理维度与访客行为意向之间起简单中介作用,两者共同在物理维度、社会维度与行为意向之间起链式中介作用。未来网红书店应强化物理维度特色,提供良好的人文环境,不断发挥其作为城市休闲名片的作用。
As significant components of urban leisure spaces,internet-famous bookstores attract visitors through distinctive servicescape design,yet the mechanism by which their servicescape influences behavioural intentions remains underexplored.This article investigates Chongqing s internet-famous bookstores using a mixed research method incorporating questionnaire surveys(N=548 valid questionnaires),semi-structured interviews(62 randomly selected visitors),and network text analysis(1344 online reviews).SPSS 23.0 and AMOS 24.0 software were used to manage and analyze the data.The results show that both physical and social dimensions of servicescape significantly enhance visitors perceived value and satisfaction.Visitors perceived value significantly and positively affects satisfaction and behavioural intention,and satisfaction significantly and positively affects behavioural intention.The simple mediating role of perceived value in the relationships between the physical and social dimension of internet-famous bookstore s servicescape and visitors behavioral intention is significant.The simple mediating role of satisfaction in the relationships between the physical dimension of internet-famous bookstore s servicescape and visitors behavioral intention is significant.The chain mediating roles of perceived value and satisfaction in the effects of the physical and social dimension of internet-famous bookstore s servicescape on visitors behavioral intention are significant.In the future,internet-famous bookstores should strengthen the characteristics of the physical dimension,provide a good humanistic environment,and consistently function as urban leisure-cultural landmarks.