三维度服务体验实证研究.pdfVIP

2006 年 4 月 旅游科学 April , 2006 第 20 卷第 2 期 To uris m Scie nce Vol. 20 No. 2 ( ) 中图分类号 F590. 8 　文献标识码 A 　文章编号 1006 575 2006 02 0054 06 三维度服务体验实证研究 李建州　范秀成 (南开大学商学院 ,天津 300071) 摘 　要 　服务体验是顾客对服务遭遇所作出的感觉和评价。顾客每次消费都追求相应的利益 , 比如,追 求产品或服务的实用功能、享乐性情感或增进与同伴的友谊等。不同的消费目的决定了顾客的服务体验应 当是一个多维的概念。本文在文献回顾的基础上 ,提出服务体验包含功能体验、情感体验和社会体验 3 个维 度 ,并以餐馆为调研行业 ,用问卷调研方法验证了这 3 个维度的合理性。最后 ,文章提出对旅游体验作进一 步研究的几点思考。 关键词 　服务体验 ;功能体验 ;情感体验 ;社会体验 An Empirical Research on Three Dimension Service Experiences LI Jianzhou , FAN Xiucheng ( ) Business School , Nankai University , Tianjin 300071 , China Abstract : Service experience reflects customers’feeling and evaluation of every service experienced. Customers pursue relevant benefits in service consumptions , such as practical functions of a tourism product or service , hedonic af fections or reinforcement of the friendship between companions. The diversified consumption goals determine that service experience should be a multidimensional concept. Based on a review of related literatures , we proposed a three - dimen sion model of service experience , including functional experience , affection experience and social intercourse experience , and testified it with the results of investigations by delivering questionnaires and doing face - to - face interviews in restaurants. We addressed in the last section some implications for further researches on tourism exper