服务忠诚决定因素实证研究:交易过程视角

被引：4

作者：

罗海成

机构：

[1] 福建行政学院经济管理研究所

来源：

管理评论 | 2008年 / 11期

关键词：

感知价值; 顾客满意; 态度忠诚; 行为忠诚; 服务忠诚;

D O I：

10.14120/j.cnki.cn11-5057/f.2008.11.007

中图分类号：

F719 [服务业]; F224 [经济数学方法];

学科分类号：

020205 ; 1202 ; 120202 ; 0202 ; 0701 ; 070104 ;

摘要：

从交易过程视角来看,感知价值、顾客满意是服务忠诚的重要决定因素,但文献之间存在不一致结论,且缺少对感知价值、顾客满意与服务忠诚不同维度之间关系的深层次探讨。本文应用结构方程理论,在感知价值、顾客满意与服务忠诚两个维度(态度忠诚和行为忠诚)之间构建了研究模型,通过两个服务行业的实证数据分析,对所提出的理论假设进行了实证检验,指出了相应的管理意义。

引用

页码：25 / 30+63 +63

页数：7

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