游客间互动对再惠顾意愿的影响研究——基于游客体验的视角

发布时间：2018-03-09 03:27

本文选题：顾客间互动　切入点：游客体验　出处：《旅游学刊》2013年07期 　论文类型：期刊论文

【摘要】：同顾客与员工、顾客与服务环境之间的互动研究相比,服务接触中顾客间互动的研究明显匮乏,这也逐渐成为了服务接触理论进一步深化研究的关键领域。文章基于顾客体验的视角,构建并实证检验了游客间互动对游客再惠顾意愿影响的概念模型,发现了游客间互动的4个维度在影响游客体验价值各层面上存在的差异性以及体验价值的不同维度在游客间互动对再惠顾意愿影响中的不同中介作用:礼仪违背、友好交谈对情感性、认知性、社会性体验价值有显著影响,并间接影响游客的再惠顾意愿;一方面干扰和争执对功能性、情感性体验价值有显著的负向影响,建议与帮助对体验价值的4个维度有显著正向影响,进而间接影响游客的再惠顾意愿,另一方面干扰与争执对再惠顾意愿有直接的负向影响,建议与帮助对再惠顾意愿有直接正向影响作用。此外,有效辨识出各人口统计变量的不同水平对各研究变量影响的差异。这对于旅游企业开展良好的顾客关系管理具有重大的指导意义和价值。
[Abstract]:Compared with the research on interaction between customer and employee, customer and service environment, the research on customer interaction in service contact is obviously lacking. This has gradually become a key area for further research on the theory of service contact. Based on the perspective of customer experience, this paper constructs and empirically tests the conceptual model of the influence of tourist interaction on tourists' willingness to re-patronize. Found that the four dimensions of interaction between tourists in the impact of tourist experience value on the different levels of differences and experience value of different dimensions of the interaction among tourists in the impact of re-patronage willingness of different intermediary role: etiquette violation; Friendly conversation has a significant impact on emotional, cognitive, social experience value, and indirectly affects tourists' willingness to repatronize; on the one hand, interference and dispute have a significant negative impact on functionality, emotional experience value has a significant negative impact. The suggestion and help have significant positive influence on the four dimensions of experience value, and then indirectly affect the tourists' repatronage intention, on the other hand, the interference and dispute have a direct negative effect on the repatronage intention. Advice and help have a direct positive effect on repatronage willingness. In addition, It is of great significance and value for tourism enterprises to carry out good customer relationship management.
【作者单位】：济南大学酒店管理学院;华侨大学旅游学院;青岛酒店管理学院;
【基金】：教育部人文社会科学研究规划项目(13YJC630062) 山东省社会科学规划研究项目(12DGLZ03) 山东省高校人文社科研究计划(J13WG27)资助~~
【分类号】：F590;F274;F224

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