图书馆服务质量与服务忠诚的因果机制

Causal Mechanisms of Library Service Quality and Service Loyalty:Local Evidence and International Experience

文章从因果机制视角出发,建立了以价值认知和情感反应为中介、从服务质量到服务忠诚的理论模型。利用结构方程建模的数据分析表明:服务价值是连接服务质量与服务忠诚因果关系的关键节点,而服务满意的中介功能假设没有得到证实。将此结果与国际经验进行比较,提出价值优先原则、满意幻觉、复合视角的服务忠诚理念和动态多维的服务质量观等系列观点。

From a perspective of causal mechanism, with the antecedents of service quality, a hypothesis model for predicting service loyalty including mediator variables service value and service satisfaction is proposed. Comparing with international studies, the survey data analysis using structural equation model shows that it is service value not service satisfaction plays intermediary role in service quality and service loyalty. Value first rule, satisfaction illusion, complex angles of service loyalty and dynamic multi - dimensional service quality are brought out to discuss.