学术
摘 要:
本文以饭店业为研究对象，定量分析了服务质量与消费者者购后行为之间的关系。研究发现：（1）交互质量对消费者消极购后行为具有显著的负向影响，实体环境质量对消费者积极购后行为具有显著的正向影响，结果质量对消费者积极购后行为具有显著的正向影响；（2）服务质量三因素对购后行为两因素的影响力度不尽相同，结果质量对积极购后行为的影响力最大，其次为交互质量对消极购后行为的影响，最后为实体环境质量对积极购后行为的影响。[著者文摘]
文章出处:
《旅游科学》-2007年21卷6期 -40-46页
分 类 号:
文献标识码:
A
文章编号:
1006-575（2007）-06-0040-07
A Study on the Relationship between Hotel Service Quality and Consumers＇ Post-purchase Behaviors
YU Zhiyuan, LI Baihuai （ 1 Department of Tourism, Minjiang University, Fuzhou 350108, China ; 2 School of Tourism, Sichnan University, Chengdu 610064, China）
Abstract:
This paper analyzed quantitatively the relationship between hotel service quality and consumers＇ post-purchase behaviors. It is found that： （1） interaction quality has a notably negative impact on negative post-purchase behaviors of customers, while substantial enviromnent quality and outcome quality show positive impacts. （2） three decisive factors of hotel service quality differ in the degree of their influence upon customers＇ post-purchase behaviors, namely outcome quality ranks, interaction quality and substantial enviromnent quality.[著者文摘]
Key words:
hotel industry; service quality; post-purchase behavior
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