旅游者服务感知、地方依恋与忠诚度——以厦门为例

发布时间：2018-03-08 19:30

本文选题：忠诚度　切入点：旅游者服务感知　出处：《地理研究》2016年02期 　论文类型：期刊论文

【摘要】：旅游者忠诚度是近年来旅游学研究领域的热点话题,但以往研究忽视了旅游者情感因素对于个体行为的影响。从自我调节态度理论的视角,综合旅游者服务感知、地方依恋以及忠诚度理论,构建了忠诚度驱动因素模型。选取国内休闲旅游地——厦门进行实证分析,研究发现:1厦门旅游者服务感知共有"接待服务感知"、"景区服务感知"和"公共服务感知"三个维度;2公共服务感知对总体满意度的影响效应最大,其次是景区服务感知,而接待服务感知的影响并不显著;3总体满意度不仅直接影响忠诚度,且通过地方依恋的中介作用实现;4对于地方依恋的两个维度,地方依赖对忠诚度的影响效应更大。该研究结果不仅揭示了"服务感知→总体满意度→地方依恋→旅游者忠诚度"的复杂影响路径,也证实了自我调节态度理论的评价—情感响应—行为响应顺序在目的地管理层面的适用性。因此,要求旅游目的地管理者在实践中必须全面提升目的地服务质量,改善景区服务水平,注重旅游者情感体验管理,培育旅游者对目的地的依恋情感。
[Abstract]:Tourist loyalty is a hot topic in the field of tourism research in recent years, but previous studies have ignored the influence of tourists' emotional factors on individual behavior. Based on the theory of local attachment and loyalty, this paper constructs a model of driving factors of loyalty. The study found that "reception service perception" is common in the service perception of Xiamen tourists, and the three dimensions of "scenic area service perception" and "public service perception" have the greatest effect on overall satisfaction, followed by scenic area service perception. However, the influence of reception service perception is not significant. The overall satisfaction not only directly affects loyalty, but also realizes the two dimensions of local attachment through the intermediary role of local attachment. The effect of local dependence on loyalty is greater. The results of the study not only reveal that "service perception" 鈫扥verall satisfaction. 鈫扡ocal attachment. 鈫扵he complex influence path of tourist loyalty also confirms the applicability of the evaluation of self-regulated attitude theory-emotional response-behavioral response order in the destination management level. In practice, the tourism destination manager must improve the service quality of the destination, improve the service level of the scenic spot, pay attention to the management of the tourists' emotional experience, and cultivate the attachment emotion of the tourists to the destination.
【作者单位】：山东师范大学商学院;厦门大学管理学院;
【基金】：国家社会科学基金项目(11BGL052)
【分类号】：F592.7

【相似文献】