旅行社服务补救中心理授权对游客公平感知与满意的影响研究-旅游管理专业毕业论文.docxVIP

II II 有显著的正向影响。（3）游客公平感知对游客满意起到显著正向作用。过 程公平、交互公平对游客满意有显著正向影响，结果公平对游客满意有微 弱正向影响。（4）游客公平感知在心理授权与游客满意中起到显著的中介 作用。 关于服务补救的研究，现有的文献主要集中在酒店、航空、餐饮或在 线服务行业，本文将心理授权与旅行社的服务补救相结合，是研究视角上 的创新。同时，通过心理授权对游客公平感知影响的探讨，有助于丰富服 务补救中游客公平感知前因的研究，拓宽了顾客心理授权的应用范围，这 是在研究领域方面的创新。未来的研究可在前因变量上进行拓展，寻找更 多助益旅行社应对服务补救的方法，也可在行业的选择上做进一步的拓展。 关键词：心理授权；服务补救；公平感知；满意 III III STUDY ON THE EFFECT OF TOURISTS’ PSYCHOLOGICAL EMPOWERMENT TO TOURISTS’ FAIRNESS PERCEPTIONS AND SATISFACTION IN TRAVEL AGENCY’SERVICE RECOVERY ABSTRACT With the rapid growth of residents income, mass tourism will continue to improve. Great demand of travel will promote the rapid development of the travel agency industry in our country. However, travel agencies face with good opportunity and huge difficulties: complaints from tourists continue to increase and grow year by year. The characteristics of travel agency products including invisibility produce synchronicity, heterogeneous, perishable etc, which makes service failure inevitability. Study on travel agency service recovery can not only enlarge Consume Behavior, the theory of the service marketing management, but also plays a guiding role in how travel agency dealing with service failures. In a word, it can give some constructive proposals for travel agencies’ operation and management. Based on Fair model, this article introduces customer psychology empowerment (CPE) to travel agencies in the process of service recovery, according to the characteristics of the travel agency we defines tourists psychological empowerment (TPE).Using the method of structural equation PAGE PAGE IV model building model and testing. In order to understand the function of TPE in tourists’ satisfaction, this paper also establishes TPE and tourists’ satisfaction model. In addition, this paper has verified TPE effect tourists’ satisfaction and tourists’ fairness perceptions play intermediary role in the TPE and tourists satisfaction. The results of the empirical research consist of four parts. F