物业服务质量对顾客价值及顾客忠诚的影响:居住档次的调节作用

财经论丛 ›› 2017, Vol. 33 ›› Issue (3): 92-102.

物业服务质量对顾客价值及顾客忠诚的影响:居住档次的调节作用

贾薇¹, 叶怀远¹, 林迪芬²

1.北京林业大学经济管理学院,北京 100083;
2.厦门大学公共事务学院,福建厦门 361005

收稿日期:2016-03-11 出版日期:2017-03-10 发布日期:2017-03-10
作者简介:贾薇(1980-),女,甘肃兰州人,北京林业大学经济管理学院副教授; 叶怀远(1992-),男,浙江台州人,北京林业大学经济管理学院硕士生; 林迪芬(1992-),女,福建平潭人,厦门大学公共事务学院硕士生。
基金资助:
国家自然科学基金资助项目(71472015)

Study on Influence Mechanism of Service Quality on Customer Value and CustomerLoyalty in Property Service: Based on the Moderating Effect of Living Level

JIA Wei¹, YE Huaiyuan¹, LIN Difen²

1. School of Economics and Management, Beijing Forestry University, Beijing 100083, China;
2. School of Public Affairs, Xiamen University, Xiamen 361005, China

Received:2016-03-11 Online:2017-03-10 Published:2017-03-10

摘要/Abstract

摘要： 在竞争日益加剧的市场环境中如何提供高质量的服务,提升顾客感知价值以及顾客忠诚度是企业获取竞争优势的关键所在。本文以物业服务行业为研究背景,建构服务质量各维度对顾客价值和顾客忠诚的影响机制模型,并检验居住档次对该模型的调节效应。研究结果表明:与其他行业的服务质量维度构成不同,物业服务质量由实体环境、专业保障、服务效率和人文关怀四个维度构成;实体环境对顾客忠诚产生正向显著影响,而专业保障、服务效率、人文关怀三个服务维度虽然对顾客忠诚没有显著的直接影响,但均通过顾客价值对其产生间接影响;顾客价值是解释服务质量影响顾客忠诚的重要中介变量;居住档次部分调节了实体环境、专业保障、服务效率和人文关怀对顾客价值及顾客忠诚的影响。

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关键词: 服务质量维度, 顾客价值, 顾客忠诚, 物业服务, 居住档次

Abstract: In an increasingly competitive market environment, how to provide high-quality services and enhance customer perceived value as well as customer loyalty is the key to gain competitive advantage for enterprises. Taking the residential property service as an example, this research tests and modifies the items of the SERVPERF scale to study the influence mechanism of each dimensions of service quality on customer value and customer loyalty. The empirical results are as follows: the four dimensions of property services are physical environment quality, professional security, service efficiency and humane care; physical environment has a significant positive influence on customer loyalty, professional security, service efficiency and humane care dimensions have no direct impact, but all have indirect impact on customer loyalty through customer value; customer value is an important intermediary variables of explaining service quality affecting customer loyalty; living level partly moderates the effects of the physical environment quality, professional security, service efficiency and humane care effects on customer value and customer loyalty. Based on these findings, the paper puts forward the corresponding management suggestions and future research directions.

Key words: Service Quality Dimensions, Customer Value, Customer Loyalty, Property Service, Living Level

中图分类号:

F272.3

贾薇, 叶怀远, 林迪芬. 物业服务质量对顾客价值及顾客忠诚的影响:居住档次的调节作用[J]. 财经论丛, 2017, 33(3): 92-102.

JIA Wei, YE Huaiyuan, LIN Difen. Study on Influence Mechanism of Service Quality on Customer Value and CustomerLoyalty in Property Service: Based on the Moderating Effect of Living Level[J]. , 2017, 33(3): 92-102.

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