顾客参与对饭店服务质量的影响研究-旅游管理专业论文.docxVIP

ABSTRACTIIl ABSTRACT IIl the field of seⅣice maIlagement the study on servicc quality has been paid much attention，because both tlle operators Of the enterprises aIld researchers have cleady realized the impact of sen，ice quality on enterprise perf0Hnance．At present how to measure service quality mainly depends on the gap between customer expectation and perception，here，we should notice tllat both the two factors dete册ine the“gap”come 仃om the customeL Thus，the standard Of service quality measurement is a customer standard．In addition．there is a remarkable characteristic of ser、，ice，which customers will panicipate in the whole seⅣice process more or less．In this process the attitude aIld behavior of the customer will also decide the service quality．SO when we refh to senricc qualitvcustomer panicipation as an important influence factOr on it callnot be ignored． Nonetheless， tllroughout the 20一year eVolution of service management literature，the research about customer participation is actually rare． 1t is the firsttime to discuss the effect of customer panicipation on seⅣice quality， aIId the first empirical research to investigate tk rclationsllip between seⅣice quality 卸d customer panicipation as well． This paper makes use of the confi册atory study tO est￡lblish the theory construd， and confi珊s jt in the empirical stu dy．1n theory pa九，ac∞rdiⅡg to aIlalyzing customers behaviors during their consumptiOn process customer participation caIl be divided into four dimensions．They are preparation(infomation collection)，joiniIlg in service design aIld standard buiIding up，interaction with the emPloyees of the enterprise，and“word of mouth”delivcry．Thmugll discussing the relationship between these four dimensions and the“gap”analyze the ef!f．cct of customer panicipation on seⅣice quality． 1II empirical pan，the questionnaire is divided into 3 pans．They are SERVQUAL， customef panicipation questionnaire，and personal basic info皿ation．Using SPSSl 1．O is to test the reliability of tt