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	服务公平性对旅游者忠诚的作用机理研究——以武夷山观光旅游者为例; A Study of Service Fairness Mechanism on Tourist Loyalty:A Case Study of Sightseeing Tourists at Wuyi Mountain
	粟路军 ; 黄福才
	2010
关键词	服务公平性 服务质量 感知价值 旅游者满意 旅游者忠诚 service fairness service quality perceived value tourist satisfaction tourist loyalty
英文摘要	在研究了大量国内外相关文献的基础上,本文构建了服务公平性对旅游者忠诚的作用机理模型。通过对武夷山观光旅游者问卷调查获取的数据,实证了服务公平性、服务质量、感知价值、旅游者满意之间的相互关系及其对旅游者忠诚的影响。研究发现,服务公平性通过服务质量、感知价值和旅游者满意三个中介变量对旅游者忠诚产生间接影响,共有四条影响路径:(1)服务公平性—服务质量—旅游者满意—旅游者忠诚;(2)服务公平性—服务质量—感知价值—旅游者满意—旅游者忠诚;(3)服务公平性—感知价值—旅游者满意—旅游者忠诚;(4)服务公平性—旅游者满意—旅游者忠诚。同时,发现旅游者忠诚的重游倾向与口碑宣传两个维度之间存在递进关系。; Based on rich literatures,this paper developed and tested an integrative model to examine the mechanism of service fairness impacts on tourists' loyalty.With data from a questionnaire survey of Wuyi mountain sight-seeing visitors,the paper examines the mutual relationship between service fairness,service quality,perceived value,and tourist satisfaction,and their effects to loyalty.The results reveal that though service fairness hasn't direct effect on tourist loyalty,but indirectly affects it through service quality,perceived value,and satisfaction,which are three mediator variables.Service fairness influences loyalty through four effect paths.Firstly,service fairness—service quality—tourist satisfaction—loyalty;Secondly,service fairness—service quality—perceived value—tourist satisfaction—loyalty;thirdly,service fairness—perceived value—tourist satisfaction—loyalty;and lastly service fairness—tourist satisfaction—loyalty.The authors also find that there is a progressive relationship between intention to revisit and word-of-mouth of tourists' loyalty.; 教育部课题《重游现象及其形成机制研究》(09YJA790069)成果之一
语种	zh_CN
内容类型	期刊论文
源URL	[http://dspace.xmu.edu.cn/handle/2288/102544]
专题	管理学院－已发表论文
推荐引用方式 GB/T 7714	粟路军,黄福才. 服务公平性对旅游者忠诚的作用机理研究——以武夷山观光旅游者为例, A Study of Service Fairness Mechanism on Tourist Loyalty:A Case Study of Sightseeing Tourists at Wuyi Mountain[J],2010.
APA	粟路军,&黄福才.(2010).服务公平性对旅游者忠诚的作用机理研究——以武夷山观光旅游者为例..
MLA	粟路军,et al."服务公平性对旅游者忠诚的作用机理研究——以武夷山观光旅游者为例".(2010).

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