城市生态公园服务场景研究:量表开发与作用机理

Research on the servicescape of city’s ecological park

以西溪国家湿地公园为例,采用扎根理论法,探索、构建了生态公园服务场景量表。通过对访谈和网络点评资料的编码分析,得出了基础功能、智能服务、服务互动、自然景观、人文景观及生态环保六个维度,经探索性因子和验证性因子检验,开发了由29个题项组成的量表。以满意度为中间变量、性别为调节变量,构建了服务场景对环境责任行为的作用模型,通过实证检验得出以下结论:智能服务、自然景观、人文景观和生态环保对游客满意度存在显著正向影响,满意度在上述维度对环境责任行为的影响中具有显著中介效应;智能服务对男性游客满意度的提升作用更强,自然景观对女性游客满意度的提升作用更强。结论,为生态公园优化服务场景、激发游客环保行为提供了建议。

Based on grounded theory,this study explores structural dimensions and measurement items of the scenic spot,taking Xixi National Wetland Ecological Park as an example.Based on the process of coding,this study provides six servicescape dimensions,including basic functions,smart services,service interactions,natural landscapes,human landscapes,and ecological protection.Making use of the exploratory and confirmatory factors testing process,a scale consisting of 29 items was developed.Based on this scale,this study constructs an influence model of servicescape on environmentally responsible behavior,with tourist satisfaction as an intermediate variable and gender as a moderating variable.Smart services,natural landscapes,human landscapes and ecological protection have significant positive impact on tourists’satisfaction.Tourists’satisfaction has a significant mediating effect on the impact of these dimensions on tourists’environmentally responsible behavior.Smart services have a stronger effect on improving male tourists’satisfaction,and natural landscape has a stronger effect on improving female tourists’satisfaction.Regarding above conclusions,this study provides some theoretical references for optimizing servicescape in scenic spots and stimulating tourists’environmental responsible behavior.