基于交互模型的客户服务质量与关系质量的实证研究被引量：26

An Empirical Study of the Impacts of Customer Service on Relationship Quality Based On Interaction Model

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摘要目前,关系质量及其影响因素得到越来越多的关注,但客户服务对关系质量的影响机制尚未明确。本文从消费者与服务提供商交互的角度来探讨客户服务质量对关系质量的影响关系,构建了客户服务过程中两类交互质量与关系质量维度的影响模型,并分析了关系质量内部维度的作用机理。通过对295名零售企业顾客的问卷调查以及实证分析,本文得出了以下的结论：(1)顾客与环境的交互质量对关系质量中顾客满意、顾客信任维度存在直接正向影响,而顾客与服务人员的交互只对顾客满意有直接的正向影响；(2)顾客满意对于顾客信任和顾客承诺均存在直接的正向影响。 Relational benefit from the theory of relationship marketing is increasingly attracting the attention of researchers. This paper explores the relationship between interaction quality during the customer service process and the relationship quality. First, the paper reviews the correlative theories of customer service and Relationship Quality. Then the authors provided a conceptualization of relationship quality and its possible antecedents, i.e. the two kinds of interaction quality. Drawing on an empirical base of 295 customer questionnaires, the authors conclude that： 1） the interaction quality between customer and environment has a direct positive impact on the satisfaction and trust dimension of RQ, and the interaction quality between customer and service provider has a direct positive impact on the satisfaction dimension of RQ; 2） satisfaction dimension has a direct positive impact on both trust and commitment dimensions.

作者苏秦李钊徐翼

机构地区西安交通大学管理学院工业工程系西安交通大学管理学院

出处《南开管理评论》 CSSCI 2007年第1期44-49,共6页 Nankai Business Review

基金国家自然科学基金项目(70472037) 教育部新世纪优秀人才支持计划资助项目(NCET-04-0937)的阶段性成果

关键词关系质量客户服务结构方程模型实证研究 Relationship Quality Customer service Structural Equation Model Empirical Research

分类号 F713.32 [经济管理—产业经济] F224 [经济管理—国民经济]

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