服务体验对顾客消费情感与满意度的影响研究

摘要

Based on the paradigm of service experience , this research sets up the relationship model among the customer service experience , customer consumption emotion and customer satisfaction , pointing that servicescapes , core service quality , additional service and emotional labor of frontline employees are key dimensions of customer service experience . By the investigation at the spot and empirical study on restaurants in Tianjin , we find there are significant relationship a-mong the service experience , customer satisfaction and positive consumption emotion;however , the relationship between service experience and negative consumption emotion , customer satisfaction and negative consumption emotion were not proved .%本文以服务体验范式为理论基础，构建了服务体验要素、顾客消费情感与顾客满意度之间的关系模型，认为服务企业的服务场景、核心服务质量、附加服务表现、员工的情绪劳动是构成顾客服务体验的重要维度。通过对天津餐饮酒店的实地观察和实证研究，结果表明顾客的服务体验、正面消费情感与顾客满意度之间存在密切联系，而顾客的服务体验与负面消费情感、顾客满意度与负面消费情感之间的关系则没有被验证。