期刊论文

中文

华东经济管理

1007-5097

2015

29

1

131-136

10.3969/j.issn.1007-5097.2015.01.021

国家社会科学基金一般项目（14BGL067） 国家自然科学基金面上项目（71172001 71172208）

本校为第一机构

随着服务业竞争加剧,为了获取顾客满意,微笑服务越来越受到企业的青睐。而在学术界,有关微笑服务与顾客满意之间关系的研究结论却互相矛盾。为此,文章将两者之间的重要中介变量感知服务质量进行分类,并收集了餐饮行业204对员工—顾客接触数据,进一步研究了微笑服务对顾客满意的影响机制。结果发现,功能质量在微笑服务和顾客满意之间起到中介作用,而技术质量则通过功能质量这一中介调节两者之间的关系。

With the increasingly fierce competition in service industry, enterprises are more willing to provide ser?vice with a smile in order to achieve customer satisfaction. In the academic circle, the research results about the relationship between service with a smile and customer satisfaction are contradictory. Therefore,this study classifies perceived service quality that is an important intermediary variable between them, and collects data from 204 em?ployee-customer encounters,and makes a further study on the mechanism of impact of service with a smile on cus?tomer satisfaction. The results sho...