服务公平对顾客体验、顾客满意与顾客忠诚影响机理的实证研究——基于对北京市部分酒店的调查数据

摘要

本文通过对相关研究的梳理，探讨了服务公平对顾客体验、顾客满意与顾客忠诚的影响机理，构建了它们之间影响关系的结构模型。经过实证研究，本文充分回答了三个方面的问题：一是服务公平如何影响顾客体验、顾客满意与顾客忠诚？二是顾客体验与顾客满意对顾客忠诚的影响作用如何？三是顾客体验与顾客满意之间的关系如何？这些问题以统计数据为基础，弥补了现有理论的不足，证实了服务公平对顾客忠诚的重要性。%By reviewing related literatures, the authors discuss on the impacts of service fairness on customer experience, customer satisfactory and customer loyalty, and build up a structure model between them. With empirical researches, the article thoroughly reveals the impact mechanism of service fairness on customer experience, customer satisfactory and customer loyalty, explaining at least three questions sufficiently. First, how service fairness effects on customer experience, customer satisfactory and customer loyalty？ Second, how customer experience influences customer satisfaction？ Third, what＇ s the relation between customer experience and customer loyalty？ On the basis of statistics, answers for these questions remedy the flaws in present studies and prove the importance of service fairness to customer loyalty.