09513237范莹(论文).pdf

津 师 范 大 学 本科毕业论文（设计） 题目：顾客参与服务过程对于顾客满意度的影响 ——以美发行业为例 学 院：管理学院 学生姓名：范莹 学 号 专 业：工商管理 年 级：2009 级 完成日期：2013 年 4 月 16 日 指导教师：刘宏鹏 顾客参与服务过程对于顾客满意度的影响——以美发行业为例 摘要：对于21 世纪国家经济发展重点的服务业来说，顾客参与已成为影响企业发展 的重要因素，因为顾客的满意度会受到其情感体验的影响。本文以美发行业为例，研 究顾客参与的方式是否会创造愉快的体验，同时在这一过程中，顾客的自我效能和顾 客感知员工效能是否会对结果产生影响。通过 200 名顾客发放问卷获取信息，运用 SPSS 进行回归分析，结果显示顾客参与会让顾客产生一种愉快的内心体验，顾客的 自我效能和顾客感知员工效能会对这一过程进行调节，当顾客的自我效能和感知员工 效能较高的时候，顾客参与服务过程中会更容易产生积极的情绪体验，这种积极的愉 快的情绪最终会影响到顾客的满意度和忠诚度。 关键词：顾客参与；顾客满意度；自我效能；顾客感知员工效能；参与愉快感 The Influence of Customer Participation to Customer Satisfaction That Take the Hairdressing as the Example Abstract: To the service industry that is emphasized in 21th century, customer participation has become the significant factor that affect the development of the enterprise. Because the emotional experience that produced by the service process has become the important factor that affect the customer satisfaction. This study take the hairdressing as the example to study if customer participation can produce enjoyment and if it will be affected by the customer s self-efficacy and other-efficacy. Through giving out 200 questionnaires to obtain information and employing regression method, we got the result that customer participation can create enjoyment for the customers. Customer s self-efficacy and other-efficacy will adjust this process. The higher self-efficacy and other-efficacy that customer has, the more positive emotion customer participation will produce. And also this kind of emotion and enjoyment in the end will affect customer s satisfaction and loyalty. Keywords: customer participation;customer satisfaction;self-efficacy;other-efficacy; participation enjoyment