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ID:32127422
大小:2.49 MB
页数:58页
时间:2019-01-31
《高成本等待中服务质量评价影响因素的实证分析》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-lengthevaluationandmoodrespondingtowaitaretw
2、obasicelementsaffectingservicequalityjudgmentinthepaststudy,clearerwaitingdurationinformation(expectedwaitingtime)hasbeenconsideredtobeaneffectiveregulatorymeasure.Butastudyfoundthatwait·lengthevaluationhasnosignificantdirectinfluenceontheservicequal
3、ityjudgmentinalow—costwaitsituation.Inordertocomplementtheconclusionthateffectsofwait—lengthevaluation,moodandwaitingdurationinformationonservicequalityjudgmentindifferentwait-costsituation,thisstudyuseempiricalresearchmethodtoexplorethisthreefactors
4、affecting.servicequalityjudgmentinhigh·costwaitexperience,hopingtoprovidecertaintheoreticalsupportforwaitingmanagementofserviceorganizations.Bycombingresearchonwaitingforservice,thecostofcustomer’Stime,theservicequalityjudgment,putsforwardsixresearch
5、hypothesesinthisstudy.Inthebasisofreferencingpreviousscale,formedwait—lengthevaluation,waitingcost,waitingmood,andservicequalityjudgmentquestionnaire.Throughtwoscenesimulationexperimentsinhigh-costwaitsituationwithwaitingdurationinformationasitscontr
6、olvariable,examinedtheeffectsofwait-lengthevaluationandmoodonservicequalityjudgment,theroleofwaitingdurationinformationinhigh-costwaitsituation.Experimentalresultsshowthatinthehigh—costwaitsituation:(1)Wait-lengthevaluationhasasignificantnegativeeffe
7、ctonservicequalityjudgment;(2)Waitingmoodhasasignificantpositiveeffectonservicequalityjudgment,butitalsohasasignificantnegativeeffectonwait-lengthevaluation;(3)Waitingdurationinformationhasnosignificantinfluencetoservicequaliwjudgment,waitingmoodandw
8、ait—lengthevaluation.Finally,combinedwiththisresearchconclusion,proposesthisresearchinnovationpointsandlimitation;andpointsoutfutureresearchdirection.KeyWords:high--costwait;wait··lengthevaluation;waitingmood;waitingdurationinformation;servicequality
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