基于体验的顾客满意度模型研究——针对团队旅游的实证研究被引量：31

Experience-based Customer Satisfaction Model: An Empiric Study of Tourism Teams

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摘要在服务业中,顾客亲自参与服务的生产与消费,服务就是一种顾客体验,服务的本质和特性决定了顾客体验对于服务估价产生重要影响。在文献回顾的基础上,建立了基于体验的顾客满意度模型,并通过对北京、天津、西安、南京、杭州5个城市共计976名团队旅游消费者群体的实证调研,验证了模型的合理性。最后,为旅游企业提出了建议。 Service is the experience of customers, because customers are required to participate in the production and consumption in service trades. Thus, the experience of customers plays an important role in service evaluation. Experience-based customer satisfaction model was built, after the literature was reviewed. This model was verified by an empiric study, in which tourism customer group of 976 tourists from Beijing, Tianjin, Shanxi Province, Jinagsu Province and Zhejiang Province were surveyed. Some suggestions of tourism are also proposed.

作者杜建刚范秀成

机构地区南开大学商学院

出处《管理学报》 2007年第4期514-520,共7页 Chinese Journal of Management

基金国家自然科学基金资助项目(70572083 70532006) 天津市"十一五"社会研究规划资助项目(TJJJ06-043) 天津市高等学校人文社会科学研究资助项目(20062125)

关键词旅游业体验感知价值顾客满意 tourism experience perceived value customer satisfaction

分类号 C931 [经济管理—管理学]

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