期刊文献+

顾客服务己化量表开发与验证 被引量:6

Scale Development and Validation of Customer Service Appropriation
下载PDF
导出
摘要 在相关文献回顾的基础上,进一步凝练顾客服务己化的概念内涵,并综合运用焦点小组访谈、开放式问卷调查、扎根理论的编码技术等方法,编制了顾客服务己化的初始测量题项。经过预调研和正式调研,结合信度分析及因子分析等统计方法,形成了包含8个问项的顾客服务己化概念测量量表。以顾客契合和顾客情绪作为校标,基于契合原理构建了“顾客服务己化-顾客情绪-顾客契合”概念模型,进一步验证所开发量表的效用,探讨顾客服务己化对顾客契合的效应机制。研究表明,顾客服务己化正向影响顾客契合,顾客情绪在其中起中介作用。 Based on the literature review,the concept connotation of customer service appropriation is defined.The initial items of customer service appropriation are developed through focus group interview,open questionnaire survey and coding technology of grounded theory.An 8 items scale is developed through pre-investigation and formal investigation by applying reliability analysis,factor analysis,and other statistical methods.Then selecting customer engagement and customer emotion as criterion variable,a conceptual model“customer service appropriation-customer emotion-customer engagement”is built based on the theory of engagement to test the effects of the scale and explore the impact of customer service appropriation on customer engagement.The results indicate that customer service appropriation positively effects customer engagement,and customer emotion plays a mediate effect in this relationship.
作者 周天舒 马钦海 杨勇 陈海峰 ZHOU Tianshu;MA Qinhai;YANG Yong;CHEN Haifeng(Northeastern University,Shenyang,China;Northeastern University at Qinhuangdao,Qinhuangdao,Hebei,China)
出处 《管理学报》 CSSCI 北大核心 2021年第1期118-126,共9页 Chinese Journal of Management
基金 国家自然科学基金资助项目(71272162,71972033) 辽宁省社会科学规划基金资助项目(L18BG034)。
关键词 顾客服务己化 量表开发 顾客契合 顾客情绪 customer service appropriation scale development customer engagement customer emotion
  • 相关文献

参考文献4

二级参考文献20

共引文献89

同被引文献60

引证文献6

二级引证文献19

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部