关系利益对顾客满意度和行为意向的影响 : 深圳商务旅客的个案研究

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关系利益对顾客满意度和行为意向的影响 : 深圳商务旅客的个案研究

 

Author: 王莉丽
Wang, Lili
Title: 关系利益对顾客满意度和行为意向的影响 : 深圳商务旅客的个案研究
Guan xi li yi dui gu ke man yi du he xing wei yi xiang de ying xiang : Shenzhen shang wu lü ke de ge an yan jiu
Degree: M.Sc.
Year: 2013
Subject: Hong Kong Polytechnic University -- Dissertations
Consumer behavior -- China -- Case studies
Consumer satisfaction -- China -- Case studies
Department: School of Hotel and Tourism Management
Pages: iv, 64 leaves : col. charts ; 30 cm.
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b2645358
URI: http://theses.lib.polyu.edu.hk/handle/200/7155
Abstract: 中国的酒店业自我国改革开放以来,经历了30多年巨大变化和飞跃发展,迎来了许多机遇和挑战。随着市场竞争的日益加剧,以市场和顾客为核心导向,关系利益作为关系营销中正不断兴起的一个概念,己成为营销学界的研究热点。本文的研究对象的个体是星级国际连锁酒店的商务旅客的关系利益状况,就其对顾客满意、顾客重复消费的行为意向的关系和影响展开了进一步研究。通过对200多位顾客调查数据的统计分析,结果得到了信心利益和社交利益对顾客满意度以及信心利益和特殊待遇利益对行为意图均有正向影响,其中信心利益对顾客满意度和行为意图有着强相关性,即具有极为重要的影响。

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