摘要
近年来,主题公园在国内迅猛发展,但大多亏损经营,仅极少数赢利。因此,提升顾客满意度以吸引游客重游,是主题公园经营者优先关注的现实问题。在对游客进行问卷调查的基础上,运用线性结构方程模式研究顾客满意度与对其有影响的因素之间的关系,得到如下结论:顾客社会化、组织支持、内控和涉入水平等与顾客参与成正相关;组织支持与情绪成正相关;产品知识和组织支持与感知控制成正相关;顾客参与、情绪和感知控制与顾客满意度成正相关。
In recent years,theme parks have rapid developed in our country,but only a few of them have made profit and most are in loss.Therefore,it is the realistic priority that theme parks should concern about promoting customers＇ satisfaction to attract their re-visiting.Based on the questionnaire inquiry,we have adopted the liner structure model to analyze the relation between customer satisfaction and corresponding factors and drawn the following conclusions： customer socialization,organizational support,initial control and involvement level have positive effect on customer participation;organizational support has positive effect on emotion;customer participation,product knowledge and organizational support have positive effects on perceived control;customer participation,emotion and perceived control have positive effects on customer satisfaction.
出处
《西南交通大学学报（社会科学版）》
CSSCI
2010年第3期66-71,83,共7页
Journal of Southwest Jiaotong University(Social Sciences)
关键词
主题公园
顾客满意度
顾客参与
感知控制
情绪
theme park
customer satisfaction
customer participation
perceived control
emotion
