摘要
顾客与顾客之间的接触是服务接触的一个重要方面。由顾客与顾客之间服务接触所引发的顾客兼容性问题通常没有得到足够的重视。在文献回顾和前期访谈的基础上,文章提出了顾客兼容性的相关假设。通过对320个消费者样本数据的实证,发现顾客兼容性感知受到拥挤、顾客不良言行和冷漠的影响,同时顾客兼容性感知对顾客满意存在显著的负向影响。研究结论为顾客兼容性管理提供了依据和指明了方向。
Customer encounter is an important aspect of service encounter. Yet the customer compatibility problems caused by service encounter between customers have not received enough attention. On the basis of literature review and interviewing, this paper puts forward the hypotheses related to customer compatibility. Through the empirical study on the sample data of 320 consumers, it was found that customer compatibility perception is influenced by crowding, customers＇ bad language as well as behaviors and inhospitality; Meanwhile, customer compatibility perception has significant negative influence on customer satisfaction. Conclusions provide foundation and indicate the direction for compatibility management.
出处
《长沙理工大学学报（社会科学版）》
2009年第4期5-10,共6页
Journal of Changsha University of Science and Technology：Social Science
关键词
顾客兼容性
服务接触
顾客满意
customer compatibility
service encounter
customer satisfaction
