本文選題：體驗(yàn) + 滿意度��； 參考：《中國(guó)海洋大學(xué)》2013年碩士論文

【摘要】：隨著世界服務(wù)業(yè)的迅速發(fā)展，特別是西方國(guó)家服務(wù)業(yè)的迅速崛起，服務(wù)質(zhì)量越來(lái)越受到服務(wù)企業(yè)和專家學(xué)者的廣泛關(guān)注，如何有效提高服務(wù)質(zhì)量的水平已經(jīng)成為服務(wù)業(yè)的重要課題。會(huì)展業(yè)作為一個(gè)新興的朝陽(yáng)產(chǎn)業(yè)，自身的發(fā)展迅猛，但是在發(fā)展中存在的很多問(wèn)題也漸漸地暴露出來(lái)，服務(wù)質(zhì)量理論可以為會(huì)展業(yè)的發(fā)展提供一個(gè)很好的指導(dǎo)方向。 但是，，會(huì)展業(yè)自身也有一定的復(fù)雜性，它具有不同于一般服務(wù)業(yè)的自身鮮明特征，比如說(shuō)它所面對(duì)的服務(wù)對(duì)象就有很多，包括參展商、專業(yè)觀眾、會(huì)展服務(wù)運(yùn)營(yíng)商等等。近幾年來(lái)，業(yè)界對(duì)于會(huì)展的研究多集中在參展商的角度上，參展商是展會(huì)經(jīng)濟(jì)收入的主要來(lái)源，但是作為參展商直接面對(duì)的客戶群體即專業(yè)觀眾來(lái)說(shuō)，他們的作用也是不容忽視的，所以本文就專業(yè)觀眾的服務(wù)質(zhì)量為研究對(duì)象進(jìn)行調(diào)研。 體驗(yàn)理論在各個(gè)領(lǐng)域得到了一些實(shí)踐應(yīng)用，效果也是比較顯著的，而且體驗(yàn)理論在各行各業(yè)的滲透也是大勢(shì)所趨。在這個(gè)思想理論的指導(dǎo)下，對(duì)服務(wù)質(zhì)量進(jìn)行優(yōu)化，必然會(huì)不同于一般情況下的服務(wù)質(zhì)量提升，更具有一定的時(shí)代順應(yīng)性。 本文在梳理顧客體驗(yàn)、服務(wù)質(zhì)量及顧客滿意度等方面相關(guān)知識(shí)的基礎(chǔ)上，從顧客體驗(yàn)的角度，分析了專業(yè)觀眾體驗(yàn)的影響因素，進(jìn)而研究展會(huì)如何進(jìn)行服務(wù)質(zhì)量?jī)?yōu)化來(lái)增加專業(yè)觀眾的體驗(yàn)價(jià)值，從而提高展會(huì)自身的核心競(jìng)爭(zhēng)力。同時(shí)，本文以第八屆中國(guó)青島國(guó)際橡膠技術(shù)暨輪胎展覽會(huì)為例，對(duì)展會(huì)專業(yè)觀眾體驗(yàn)影響因素做了實(shí)證研究。具體方法是根據(jù)體驗(yàn)理論和服務(wù)質(zhì)量理論進(jìn)行調(diào)查問(wèn)卷的設(shè)計(jì)，應(yīng)用SPSS16.0軟件對(duì)調(diào)查數(shù)據(jù)進(jìn)行分析，運(yùn)用IPA分析法來(lái)分析展會(huì)目前服務(wù)質(zhì)量各個(gè)環(huán)節(jié)的現(xiàn)狀，找出問(wèn)題，以期對(duì)該展會(huì)特色發(fā)展提供一些建議和幫助。有助于會(huì)展企業(yè)或者是主辦方從會(huì)展體驗(yàn)的視角來(lái)提升專業(yè)觀眾服務(wù)的質(zhì)量，進(jìn)而提高專業(yè)觀眾的觀展?jié)M意度，從而有效地激發(fā)專業(yè)觀眾繼續(xù)參展的積極性，而專業(yè)觀眾的滿意又會(huì)促進(jìn)參展商的參展決策，經(jīng)過(guò)這樣的連鎖反應(yīng)就可以帶動(dòng)整個(gè)展會(huì)的經(jīng)濟(jì)利益增長(zhǎng)和發(fā)展。
[Abstract]:With the rapid development of the service industry in the world, especially the rapid rise of the service industry in the western countries, the service quality has been paid more and more attention to by service enterprises and experts and scholars. How to effectively improve the level of service quality has become an important issue in the service industry. Exhibition industry as a new sunrise industry, its own rapid development, but in the development of many problems also gradually exposed, the theory of service quality can provide a good direction for the development of the exhibition industry. However, the exhibition industry has its own complexity, which is different from the general service industry. For example, it faces a lot of service objects, including exhibitors, professional audience, exhibition service operators and so on. In recent years, the research on exhibitors has focused on the exhibitors, who are the main sources of economic income, but as the customers directly facing exhibitors, that is, the professional audience, Their role is not to be ignored, so this study on the service quality of professional audience as the research object. Experience theory has been applied in various fields, and the effect is remarkable, and the penetration of experience theory in various industries is also the trend of the times. Under the guidance of this thought and theory, the optimization of service quality is bound to be different from the improvement of service quality under general circumstances, and it has a certain adaptability to the times. On the basis of combing the related knowledge of customer experience, service quality and customer satisfaction, this paper analyzes the influencing factors of professional audience experience from the perspective of customer experience. Then it studies how to optimize the service quality to increase the experience value of the professional audience and improve the core competitiveness of the exhibition itself. At the same time, taking the eighth China Qingdao International Rubber Technology & Tire Exhibition as an example, this paper makes an empirical study on the influencing factors of the exhibition professional audience experience. The specific method is to design the questionnaire according to the experience theory and the service quality theory, analyze the survey data by using SPSS16.0 software, analyze the current situation of each link of the service quality of the exhibition by using the IPA analysis method, and find out the problems. With a view to the development of the exhibition features to provide some advice and help. It will help the exhibition enterprises or organizers to improve the quality of professional audience service from the perspective of the exhibition experience, and then improve the satisfaction of the professional audience, thus effectively stimulate the enthusiasm of the professional audience to continue to participate in the exhibition. The satisfaction of the professional audience will promote the exhibitors' decision to participate in the exhibition. Through this chain reaction, the economic benefits of the whole exhibition can be increased and developed.
【學(xué)位授予單位】：中國(guó)海洋大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F713.83

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