东北大学学报（自然科学版）

东北大学学报(自然科学版) ›› 2012, Vol. 33 ›› Issue (12): 1795-1799.DOI: -

• 论著 • 上一篇    下一篇

顾客人际互动能力、社会规范行为及服务满意研究

高媛;马钦海;   

  1. 东北大学工商管理学院;
  • 收稿日期:2013-06-19 修回日期:2013-06-19 发布日期:2013-04-04
  • 通讯作者: -
  • 作者简介:-
  • 基金资助:
    国家自然科学基金资助项目(70772096)

Research on customer interpersonal skills, social norms behaviors and service satisfaction

Gao, Yuan (1); Ma, Qin-Hai (1)   

  1. (1) School of Business Administration, Northeastern University, Shenyang 110819, China
  • Received:2013-06-19 Revised:2013-06-19 Published:2013-04-04
  • Contact: Gao, Y.
  • About author:-
  • Supported by:
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摘要： 采用实证方法考察了服务产品顾客的人际互动能力对顾客社会规范行为及服务满意的影响,并在此基础上通过结构方程模型探讨了这些变量之间的复杂关系.研究结果表明,顾客的人际互动能力对顾客社会规范行为、服务满意均有显著的正向影响,揭示了顾客在服务产品消费的过程中,个体的社会心理特征对其行为选择和服务感受的影响作用,提供了对影响顾客社会规范行为的前因变量更为全面的理解.

关键词: 顾客参与, 社会规范, 服务满意, 人际互动, 实证研究

Abstract: The effect of customer's interpersonal skills on customer social norms behaviors and service satisfaction was investigated by the method of demonstration, and the complicated relationships between these variables based on structural equation model were discussed. The results show that the customer's interpersonal skills have significantly positive effect on the customer social norms behaviors and service satisfaction, and reveal the influence of the social psychological features on behavior decision and the finally service evaluation during the process of customer consuming the service products. The results also provide a comprehensive understanding of the pre-variables impacting on the consumer social norms behaviors.

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