团队旅游中的顾客间互动对顾客公民行为影响的实证研究

发布时间：2018-05-10 12:43

本文选题：顾客间互动 + 社会情感性支持　；参考：《东北大学》2013年硕士论文

【摘要】：旅游业在服务业中占有非常重要的地位,并且具有较高的人际互动的特点,尤其是旅游业中的团队旅游,顾客间互动的发生更加频繁,而顾客间互动是影响顾客满意、顾客行为的重要因素之一,互动的结果直接关系到旅行社的经营效益。本研究将团队旅游中的游客作为研究对象,选取顾客感知社会情感支持和顾客满意作为中介变量,从顾客间互动的角度来研究其对顾客公民行为的影响。首先,本文回顾了有关顾客间互动、社会情感性支持、顾客满意和顾客公民行为的文献资料。然后在交换理论的基础上,建立了顾客间互动、社会情感性支持、顾客满意和顾客公民行为关系的理论模型,并采用问卷调查法收集数据,应用SPSS和结构方程模型进行数据分析,得到以下结论： (1)顾客间互动对社会情感性支持有显著的积极作用；(2)社会情感性支持对面向服务员工的顾客公民行为、面向其他顾客的顾客公民行为以及面向服务组织的顾客公民行为均有显著的积极作用；(3)顾客间互动对顾客满意有显著的积极作用；(4)顾客满意对面向服务员工的顾客公民行为、面向其他顾客的顾客公民行为以及面向服务组织的顾客公民行为均有显著的积极作用；(5)社会情感性支持在顾客间互动对面向服务员工、服务组织的顾客公民行为影响关系中起着完全中介的作用,而在顾客间互动对面向其他顾客的顾客公民行为影响关系中起着部分中介的作用；(6)顾客满意在顾客间互动对面向服务员工、其他顾客、服务组织的顾客公民行为影响关系中均起部分中介的作用。最后,本文对实证研究结果做了出解释说明,并根据研究结果为服务管理尤其为旅游业中旅行社针对团队旅游的服务管理提出了管理启示和建议,同时也说明了本研究的局限性和未来进一步的研究方向。
[Abstract]:Tourism occupies a very important position in the service industry and has the characteristics of high interpersonal interaction, especially in the tourism industry, the interaction between customers occurs more frequently, and the interaction between customers affects customer satisfaction. One of the important factors of customer behavior, the result of interaction is directly related to the operating efficiency of travel agency. In this study, tourists in group tourism were selected as intermediary variables to study the impact of customer perceived social emotional support and customer satisfaction on customer citizenship behavior from the perspective of customer interaction. Firstly, this paper reviews the literature on customer interaction, social affective support, customer satisfaction and customer citizenship behavior. Then, based on the exchange theory, a theoretical model of customer interaction, social affective support, customer satisfaction and customer citizenship behavior is established, and a questionnaire survey is used to collect data. Using SPSS and structural equation model to analyze the data, the following conclusions are obtained: (1) customer interaction has a significant positive effect on social affective support. (2) Social affective support has a positive effect on customer citizenship behavior of service-oriented employees. Customer citizenship behavior for other customers and customer citizenship behavior for service oriented organizations have significant positive effects on customer satisfaction. Customer citizenship behavior for other customers and customer citizenship behavior for service oriented organizations have significant positive effects. Customer citizenship behavior of service organizations plays a role as a complete intermediary in the influence of customer citizenship behavior. Customer satisfaction plays an intermediary role in the relationship between customer interaction and customer citizenship behavior for other customers. The customer citizenship behavior of service organizations plays a part of intermediary role in the influence of customer citizenship behavior. Finally, the paper explains the results of the empirical research, and puts forward some suggestions for the service management, especially for the travel agencies in the tourism industry. At the same time, it also explains the limitations of this study and the future research direction.
【学位授予单位】：东北大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.6

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