本文選題：心理授權 + 服務補救　； 參考：《廣西大學》2014年碩士論文

【摘要】：隨著居民收入的快速增長,居民出游的意愿不斷提高,巨大的旅游需求推動了我國旅行社業(yè)的快速發(fā)展。然而,旅行社在迎來發(fā)展的好環(huán)境的同時,也面臨巨大的難題：游客每年的投訴居高不下,并且呈現(xiàn)逐年增長的態(tài)勢。旅行社產品具有無形性、產消同步性、異質性、易逝性等特點,導致服務失誤無可避免。對旅行社服務補救進行研究,不僅拓展了消費者行為學、服務營銷管理方面的理論研究,而且在旅行社應對服務失誤或失敗過程中起到指導作用,為旅行社的經營管理提出建設性意見。 基于滿意度相關模型的公平模型,本文將顧客心理授權引入旅行社服務補救過程中,結合旅行社的特點定義了游客心理授權。模型由“公平—滿意”變?yōu)椤靶睦硎跈唷健獫M意”。主要運用結構方程模型法構建模型并進行驗證。為了了解心理授權在服務補救滿意中的作用,本文還建立了心理授權與游客滿意的模型。此外,還驗證了游客公平感知對游客滿意的影響,游客感知公平在心理授權與游客滿意的中介作用。 實證研究結果如下：(1)游客心理授權對服務補救公平感知有顯著影響,但心理授權三個維度對公平感知維度的影響各不相同,其中知情權對過程公平、結果公平和交互公平有顯著正向影響,控制權對公平過程和交互公平有顯著正向影響,自我效能對過程公平有顯著正向影響。(2)心理授權三個維度對游客滿意的影響各不相同,其中知情權對游客滿意有顯著的正向影響,控制權對游客滿意有微弱的正向影響,自我效能對游客滿意有顯著的正向影響。(3)游客公平感知對游客滿意起到顯著正向作用。過程公平、交互公平對游客滿意有顯著正向影響,結果公平對游客滿意有微弱正向影響。(4)游客公平感知在心理授權與游客滿意中起到顯著的中介作用。 關于服務補救的研究,現(xiàn)有的文獻主要集中在酒店、航空、餐飲或在線服務行業(yè),本文將心理授權與旅行社的服務補救相結合,是研究視角上的創(chuàng)新。同時,通過心理授權對游客公平感知影響的探討,有助于豐富服務補救中游客公平感知前因的研究,拓寬了顧客心理授權的應用范圍,這是在研究領域方面的創(chuàng)新。未來的研究可在前因變量上進行拓展,尋找更多助益旅行社應對服務補救的方法,也可在行業(yè)的選擇上做進一步的拓展。
[Abstract]:With the rapid growth of residents' income, residents' willingness to travel has been improved, and the huge demand for tourism has promoted the rapid development of travel agency industry in China. However, travel agencies are facing a huge problem: the annual complaints of tourists remain high, and the situation is increasing year by year. Travel agency products have the characteristics of invisibility, synchronism, heterogeneity, perishable and so on, which lead to unavoidable service errors. The research on service remedy of travel agency not only expands the theoretical research of consumer behavior and service marketing management, but also plays a guiding role in the process of service failure or failure. Provide constructive advice for the operation and management of travel agency. Based on the fair model of satisfaction degree related model, this paper introduces customer psychological authorization into the process of service remedy of travel agency, and defines the psychological authorization of tourist combined with the characteristics of travel agency. The model changed from "Fairness-satisfaction" to "Psychological Authorization-Fairness-satisfaction". The structural equation model method is used to construct the model and verify it. In order to understand the role of psychological empowerment in service remedy satisfaction, the model of psychological authorization and tourist satisfaction is also established. In addition, it also verifies the influence of tourists' fair perception on tourists' satisfaction, and the intermediary role of tourists' perceived fairness in psychological authorization and tourist satisfaction. The empirical results are as follows: 1) the psychological empowerment of tourists has a significant impact on the perception of service remedy fairness, but the three dimensions of psychological empowerment have different effects on the dimension of fair perception, in which the right to know is fair to the process. Results there were significant positive effects on fairness and interactive justice, significant positive effects on fair process and interactive fairness by control rights, and significant positive effects on process fairness by self-efficacy. (2) the influence of psychological empowerment on tourists' satisfaction was different. Among them, the right to know has a significant positive impact on tourist satisfaction, the control right has a weak positive impact on tourist satisfaction, and self-efficacy has a significant positive impact on tourist satisfaction. Process fairness, interactive fairness has a significant positive impact on tourist satisfaction, and result fairness has a weak positive impact on tourist satisfaction. 4) tourists' fair perception plays a significant intermediary role in psychological empowerment and tourist satisfaction. On the research of service remedy, the existing literature mainly focuses on hotel, aviation, catering or online service industry. This paper combines psychological authorization with the service remedy of travel agency, which is an innovation from the perspective of research. At the same time, the discussion on the influence of psychological authorization on tourists' fair perception helps to enrich the research on the antecedents of tourists' fair perception in service remediation, and widen the scope of application of customer psychological authorization, which is an innovation in the research field. The future research can expand on the antecedent variables to find more ways to help travel agencies to deal with service remedies, but also to further expand the choice of industry.
【學位授予單位】：廣西大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F592.6;B844

【參考文獻】

相關期刊論文 前6條

1 符國群,俞文皎;從一線員工角度探討服務接觸中顧客滿意與不滿的原因[J];管理學報;2004年01期

2 譚剛;王毅;熊衛(wèi);;基于顧客知識的服務失誤歸因模型研究：以航空服務業(yè)為例[J];經濟管理;2006年08期

3 楊芳;;服務補救在旅行社中的應用[J];樂山師范學院學報;2012年04期

4 楊俊;基于服務補救的成本收益問題研究[J];商場現(xiàn)代化;2005年22期

5 曹花蕊;范秀成;王瑩;;文化對服務質量與顧客感知價值關系的影響——基于Meta分析[J];山西財經大學學報;2008年10期

6 韓小蕓;黎耀奇;;授權的多層次運用研究[J];中山大學學報(社會科學版);2011年05期

，

本文編號：1922515