顾客价值在顾客参与和顾客满意关系中的中介效应研究

被引：21

作者：

贾薇 ^{[1
]}

张明立 ^{[2
]}

王宝 ^{[1
]}

机构：

[1] 哈尔滨工业大学经济与管理学院

[2] 北京航空航天大学经济与管理学院

来源：

中国工业经济 | 2009年 / 04期

关键词：

顾客参与; 顾客满意; 顾客价值; 中介效应;

D O I：

10.19581/j.cnki.ciejournal.2009.04.011

中图分类号：

F274 [企业供销管理];

学科分类号：

1201 ;

摘要：

本文从顾客与企业交互的角度出发,将信息交换、交互公平、情感承诺和自我效能作为决定顾客参与合作生产的前置因素,考察了顾客参与和顾客价值对顾客满意度的影响。在此基础上,以个人培训行业为背景,运用结构方程模型开展实证研究。研究结果显示,信息交换和情感承诺作为顾客参与前置因素的效应得到了证实。而且顾客价值对顾客参与活动与顾客满意之间的关系具有完全中介效应,这为两者间的关系提供了一个新的解释。本研究的结论为推行顾客创造性参与企业的实践经营有一定的借鉴意义。

引用

页码：105 / 115

页数：11

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