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基于感知质量的顾客信任与顾客忠诚 被引量:6

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摘要 服务质量是服务企业经营管理的核心。为顾客提供高质量的服务,是降低顾客感知风险、提高顾客信任度、培育忠诚顾客的有效途径。本研究通过在我国中高档酒店的实证研究,检验了服务质量、顾客信任与顾客忠诚之间的关系。研究结果表明,服务质量对顾客信任产生显著的直接影响,而对顾客忠诚的影响作用不尽相同。最后,根据研究结果提出了管理启示和未来的研究方向。
作者 袁亚忠
出处 《求索》 CSSCI 北大核心 2009年第10期35-37,132,共4页 Seeker
基金 湘潭大学博士与博士后专项经费项目
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参考文献6

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二级参考文献24

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二级引证文献35

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