服务公平性对旅游者忠诚的作用机理研究——以武夷山观光旅游者为例

被引：7

作者：

粟路军

黄福才

机构：

[1] 厦门大学管理学院

来源：

旅游科学 | 2010年 / 24卷 / 04期

关键词：

服务公平性; 服务质量; 感知价值; 旅游者满意; 旅游者忠诚;

D O I：

10.16323/j.cnki.lykx.2010.04.002

中图分类号：

F592.6 [旅游企业组织与管理];

学科分类号：

120203 ;

摘要：

在研究了大量国内外相关文献的基础上,本文构建了服务公平性对旅游者忠诚的作用机理模型。通过对武夷山观光旅游者问卷调查获取的数据,实证了服务公平性、服务质量、感知价值、旅游者满意之间的相互关系及其对旅游者忠诚的影响。研究发现,服务公平性通过服务质量、感知价值和旅游者满意三个中介变量对旅游者忠诚产生间接影响,共有四条影响路径:(1)服务公平性—服务质量—旅游者满意—旅游者忠诚;(2)服务公平性—服务质量—感知价值—旅游者满意—旅游者忠诚;(3)服务公平性—感知价值—旅游者满意—旅游者忠诚;(4)服务公平性—旅游者满意—旅游者忠诚。同时,发现旅游者忠诚的重游倾向与口碑宣传两个维度之间存在递进关系。

引用

页码：26 / 39

页数：14

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