服务性企业顾客满意度指数模型的建构与检验被引量：2

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摘要通过对酒店服务企业的实地问卷调查数据,运用结构方程(SEM)模型对高星级酒店顾客满意度进行实证分析,结果显示:企业市场形象、口碑等因素促发的顾客期望对交易成功与否具有显著积极影响;交易过程中消费者往往更多关注产品或服务本身质量属性,较少考虑成本因素;消费者对感知成本的认知常局限于价格付出,而对时间、精力等非价格成本付出缺乏认知;高星级酒店行业竞争程度高,缺乏预防顾客流失的有效策略。

作者梁峰

机构地区无锡职业技术学院旅游研究所

出处《中国市场》 2019年第24期136-137,140,共3页 China Market

基金 2016年度高校哲学社会科学研究一般项目“基于案例推理的江苏中小微旅行社商业模式创新研究”(项目编号:2016SJB630073) 无锡职业技术学院教授、博士启动资金课题“新常态下中小微旅行社商业模式创新研究”(项目编号:BS2015-16)

关键词服务性企业酒店业服务质量顾客满意度

分类号 F274 [经济管理—企业管理]

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