三维度服务体验实证研究被引量：73

An Empirical Research on Three Dimension Service Experiences

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摘要服务体验是顾客对服务遭遇所作出的感觉和评价。顾客每次消费都追求相应的利益,比如,追求产品或服务的实用功能、享乐性情感或增进与同伴的友谊等。不同的消费目的决定了顾客的服务体验应当是一个多维的概念。本文在文献回顾的基础上,提出服务体验包含功能体验、情感体验和社会体验3个维度,并以餐馆为调研行业,用问卷调研方法验证了这3个维度的合理性。最后,文章提出对旅游体验作进一步研究的几点思考。 Service experience reflects customers＇ feeling and evaluation of every service experienced. Customers pursue relevant benefits in service consumptions, such as practical functions of a tourism product or service, hedonic affections or reinforcement of the friendship between companions. The diversified consumption goals determine that service experience should be a multidimensional concept. Based on a review of related literatures, we proposed a three - dimension model of service experience, including functional experience, affection experience and social intercourse experience, and testitied it with the results of investigations by delivering questionnaires and doing face - to - face interviews in restaurants. We addressed in the last section some implications for further researches on tourism experience.

作者李建州范秀成

机构地区南开大学商学院

出处《旅游科学》 CSSCI 2006年第2期54-59,共6页 Tourism Science

基金国家自然科学基金项目(70272027和70572083)的阶段性成果

关键词服务体验功能体验情感体验社会体验旅游资源 service experience functional experience affection experience social experience

分类号 F590.8 [经济管理—旅游管理]

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参考文献26

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二级参考文献24

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