摘要
随着服务业竞争加剧,为了获取顾客满意,微笑服务越来越受到企业的青睐。而在学术界,有关微笑服务与顾客满意之间关系的研究结论却互相矛盾。为此,文章将两者之间的重要中介变量感知服务质量进行分类,并收集了餐饮行业204对员工—顾客接触数据,进一步研究了微笑服务对顾客满意的影响机制。结果发现,功能质量在微笑服务和顾客满意之间起到中介作用,而技术质量则通过功能质量这一中介调节两者之间的关系。
With the increasingly fierce competition in service industry,enterprises are more willing to provide ser-vice with a smile in order to achieve customer satisfaction. In the academic circle,the research results about therelationship between service with a smile and customer satisfaction are contradictory. Therefore,this study classifiesperceived service quality that is an important intermediary variable between them,and collects data from 204 em-ployee-customer encounters,and makes a further study on the mechanism of impact of service with a smile on cus-tomer satisfaction. The results show that functional quality mediates the relationship between service with a smileand customer satisfaction, and technical quality moderates the relationship between them through the mediation offunction quality.
出处
《华东经济管理》
CSSCI
北大核心
2015年第1期131-136,共6页
East China Economic Management
基金
国家社会科学基金一般项目(14BGL067)
国家自然科学基金面上项目(71172001
71172208)
关键词
微笑服务
功能质量
技术质量
顾客满意
service with a smile
functional quality
technical quality
customer satisfaction
