物业服务质量对顾客价值及顾客忠诚的影响:居住档次的调节作用

发布时间：2018-10-19 12:42

【摘要】：在竞争日益加剧的市场环境中如何提供高质量的服务,提升顾客感知价值以及顾客忠诚度是企业获取竞争优势的关键所在。本文以物业服务行业为研究背景,建构服务质量各维度对顾客价值和顾客忠诚的影响机制模型,并检验居住档次对该模型的调节效应。研究结果表明:与其他行业的服务质量维度构成不同,物业服务质量由实体环境、专业保障、服务效率和人文关怀四个维度构成;实体环境对顾客忠诚产生正向显著影响,而专业保障、服务效率、人文关怀三个服务维度虽然对顾客忠诚没有显著的直接影响,但均通过顾客价值对其产生间接影响;顾客价值是解释服务质量影响顾客忠诚的重要中介变量;居住档次部分调节了实体环境、专业保障、服务效率和人文关怀对顾客价值及顾客忠诚的影响。
[Abstract]:In the increasingly competitive market environment, how to provide high-quality services, enhance customer perceived value and customer loyalty is the key to gain competitive advantage. Based on the research background of property service industry, this paper constructs a model of the influence mechanism of service quality on customer value and customer loyalty, and tests the adjustment effect of residence grade on this model. The results show that: different from other industries, property service quality consists of four dimensions: physical environment, professional security, service efficiency and humanistic care; physical environment has a positive and significant impact on customer loyalty. The three service dimensions of professional security, service efficiency and humanistic care have no significant direct influence on customer loyalty, but they all have indirect influence through customer value. Customer value is an important intermediary variable to explain the influence of service quality on customer loyalty, and the residential grade regulates the impact of physical environment, professional security, service efficiency and humanistic care on customer value and customer loyalty.
【作者单位】：北京林业大学经济管理学院;厦门大学公共事务学院;
【基金】：国家自然科学基金资助项目(71472015)
【分类号】：F274;F299.233.47

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