高成本等待中服务质量评价影响因素的实证-研究

《高成本等待中服务质量评价影响因素的实证-研究》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。

1、高成本等待中服务质量评价影响因素的实证研究AbstractWiththeserviceeconomyarrival，moreandmoreenterprisesbegantofocusonservice，andservicequalityhasbeenconsideredasitsCompetitionbreakthroughofdifferentiationadvantage。Customer’Swait-lengthevaluationandmoodrespondingtowaitaretwobasicelementsaffectingservicequali

2、tyjudgmentinthepaststudy，clearerwaitingdurationinformation(expectedwaitingtime)hasbeenconsideredtobeaneffectiveregulatorymeasure．Butastudyfoundthatwait·lengthevaluationhasnosignificantdirectinfluenceontheservicequalityjudgmentinalow—costwaitsituation．Inordertocomplementtheconclusionth

3、ateffectsofwait—lengthevaluation，moodandwaitingdurationinformationonservicequalityjudgmentindifferentwait-costsituation，thisstudyuseempiricalresearchmethodtoexplorethisthreefactorsaffecting．servicequalityjudgmentinhigh·costwaitexperience，hopingtoprovidecertaintheoreticalsupportforwait

4、ingmanagementofserviceorganizations．Bycombingresearchonwaitingforservice，thecostofcustomer’Stime，theservicequalityjudgment，putsforwardsixresearchhypothesesinthisstudy．Inthebasisofreferencingpreviousscale，formedwait—lengthevaluation，waitingcost，waitingmood，andservicequalityjudgmentques

5、tionnaire．Throughtwoscenesimulationexperimentsinhigh-costwaitsituationwithwaitingdurationinformationasitscontrolvariable，examinedtheeffectsofwait-lengthevaluationandmoodonservicequalityjudgment，theroleofwaitingdurationinformationinhigh-costwaitsituation．Experimentalresultsshowthatinth

6、ehigh—costwaitsituation：(1)Wait-lengthevaluationhasasignificantnegativeeffectonservicequalityjudgment；(2)Waitingmoodhasasignificantpositiveeffectonservicequalityjudgment，butitalsohasasignificantnegativeeffectonwait-lengthevaluation；(3)Waitingdurationinformationhasnosignificantinfluenc

7、etoservicequaliwjudgment，waitingmoodandwait—lengthevaluation．Finally,combinedwiththisresearchconclusion，proposesthisresearchinnovationpointsandlimitation；andpointsoutfutureresearchdirection．KeyWords：high--costwait；wait··lengthevaluation；waitingmood；waitingdurationinformation；servicequ

8、ality