發(fā)布時(shí)間：2019-04-24 06:51

【摘要】：改革開(kāi)放以來(lái)，我國(guó)服務(wù)業(yè)得到了快速發(fā)展，自上世紀(jì)90年代以后，我國(guó)第三產(chǎn)業(yè)增加值更是以年均10.5%的速度遞增。以目前發(fā)達(dá)國(guó)家的服務(wù)業(yè)發(fā)展水平來(lái)看，隨著我國(guó)經(jīng)濟(jì)的不斷發(fā)展以及人民生活水平的不斷提升，服務(wù)業(yè)勢(shì)必也將在我國(guó)國(guó)民經(jīng)濟(jì)中占據(jù)愈加重要的地位，這對(duì)于廣大從事服務(wù)行業(yè)的企業(yè)來(lái)說(shuō)，是巨大的機(jī)遇。而隨著顧客在服務(wù)中扮演著越來(lái)越重要的角色，顧客參與對(duì)提升顧客滿意進(jìn)而提高企業(yè)競(jìng)爭(zhēng)力的重要性越來(lái)越得到學(xué)術(shù)界和企業(yè)界的重視。研究顧客參與、顧客滿意以及相關(guān)概念的關(guān)系不僅具有深刻的理論意義，也具有更好地指導(dǎo)企業(yè)實(shí)踐的現(xiàn)實(shí)意義。 本文是在對(duì)國(guó)內(nèi)外有關(guān)顧客參與、服務(wù)質(zhì)量、顧客滿意、顧客公民行為的文獻(xiàn)資料予以回顧之后，站在相關(guān)理論和以往研究成果的基礎(chǔ)上，結(jié)合我國(guó)餐飲業(yè)的實(shí)際，進(jìn)一步探討了這四個(gè)變量之間的相關(guān)關(guān)系和中介關(guān)系，建立了顧客參與、服務(wù)質(zhì)量、顧客滿意、顧客公民行為的理論模型。通過(guò)對(duì)正式調(diào)研的395份樣本數(shù)據(jù)進(jìn)行實(shí)證分析，得出了幾個(gè)主要結(jié)論：顧客參與對(duì)服務(wù)質(zhì)量有正向影響，顧客參與和服務(wù)質(zhì)量對(duì)顧客滿意有正向影響，顧客參與和顧客滿意對(duì)顧客公民行為有正向影響，，服務(wù)質(zhì)量在顧客參與和顧客滿意之間起完全中介效應(yīng)，顧客滿意在顧客參與和顧客公民行為之間起部分中介效應(yīng)。 本研究對(duì)現(xiàn)有的關(guān)于顧客參與對(duì)顧客滿意以及顧客公民行為的影響研究的文獻(xiàn)進(jìn)行了驗(yàn)證、深入和拓展：研究結(jié)論得出的變量之間的正向影響關(guān)系驗(yàn)證了現(xiàn)有文獻(xiàn)的主要結(jié)論；我國(guó)餐飲業(yè)中顧客參與中人際互動(dòng)這一維度顯著影響服務(wù)質(zhì)量、顧客滿意及顧客公民行為，而合作行為這一維度并沒(méi)有起到顯著的影響作用，這是對(duì)現(xiàn)有相關(guān)文獻(xiàn)的深入；顧客滿意在顧客參與和顧客公民行為之間的部分中介效應(yīng)是對(duì)現(xiàn)有文獻(xiàn)的拓展。另外，本研究對(duì)我國(guó)餐飲業(yè)從業(yè)企業(yè)以及類(lèi)似服務(wù)業(yè)企業(yè)如何能更好地利用顧客參與來(lái)提升顧客滿意以及顧客公民行為具有一定的啟示作用。
[Abstract]:Since the reform and opening up to the outside world, China's service industry has developed rapidly. Since the 1990s, the added value of the tertiary industry in China has increased at an average annual rate of 10.5%. Judging from the development level of the service industry in the developed countries at present, with the continuous development of our economy and the constant improvement of the people's living standard, the service industry is bound to occupy a more and more important position in the national economy of our country. This is for the vast number of enterprises engaged in the service industry, is a huge opportunity. As customers play a more and more important role in service, the importance of customer participation to enhance customer satisfaction and enhance the competitiveness of enterprises has been paid more and more attention by academia and enterprises. The research on the relationship among customer participation, customer satisfaction and related concepts not only has profound theoretical significance, but also has practical significance to guide enterprise practice better. After reviewing the literature about customer participation, service quality, customer satisfaction and customer citizenship behavior at home and abroad, this paper stands on the basis of relevant theories and previous research results, and combines the reality of Chinese catering industry. Furthermore, the correlation and intermediary relationship among these four variables are discussed, and the theoretical models of customer participation, service quality, customer satisfaction and customer citizenship behavior are established. Through the empirical analysis of 395 samples collected from the official survey, several main conclusions are drawn: customer participation has a positive impact on service quality, customer participation and service quality have a positive impact on customer satisfaction, and customer participation and service quality have a positive impact on customer satisfaction, while customer participation and service quality have a positive impact on customer satisfaction. Customer participation and customer satisfaction have a positive impact on customer citizenship behavior, service quality plays a complete intermediary effect between customer participation and customer satisfaction, and customer satisfaction plays a part of intermediary effect between customer participation and customer citizenship behavior. In this study, the existing literature on the impact of customer participation on customer satisfaction and customer citizenship behavior was verified, in-depth and expanded: the research conclusion of the positive relationship between variables to verify the main conclusions of the existing literature; The dimension of interpersonal interaction in Chinese catering industry has a significant impact on service quality, customer satisfaction and customer citizenship behavior, while cooperative behavior does not play a significant role, which is the deepening of the existing relevant literature. Part of the intermediary effect of customer satisfaction between customer participation and customer citizenship behavior is an extension of the existing literature. In addition, this study has some enlightenments on how to make better use of customer participation to improve customer satisfaction and customer citizenship behavior in Chinese catering enterprises and similar service enterprises.
【學(xué)位授予單位】：清華大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類(lèi)號(hào)】：F719;F224

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