文献类型：期刊文献

中文题名：产品属性与顾客满意度纵向关系演变机制:享乐适应视角

英文题名：The Longitudinal Relationship Evolution Mechanism between Product Attribute and Customer Satisfaction:A Perspective of Hedonic Adaptation

作者：景奉杰[1];余樱[2];涂铭[2]

机构：[1]华东理工大学商学院,上海200237;[2]华中科技大学管理学院,武汉430074

年份：2014

卷号：27

期号：3

起止页码：94

中文期刊名：管理科学

外文期刊名：Journal of Management Science

收录：CSTPCD;;国家哲学社会科学学术期刊数据库;北大核心:【北大核心2011】；社科基金资助期刊;CSSCI:【CSSCI2014_2016】；

基金：国家自然科学基金(71272124)~~

语种：中文

中文关键词：享乐适应;产品属性;顾客满意度;纵向关系

外文关键词：hedonic adaptation; product attribute; customer satisfaction; longitudinal relationship

摘要：产品属性绩效在满意度评价中的权重随时间发生转移已引起理论及实践领域关注,但已有研究局限于不同类别属性的权重转移方向,将转移原因视为黑箱。发掘已有研究的内在联系,提炼出属性分类的共同标准变动性,探究可变动/不可变动的属性在满意度中的权重随时间发生转移的方向,并引入享乐适应理论解释上述转移发生的内在机制。以智能手机为实证研究对象,运用斜率变化参数理论和结构方程模型研究变量间关系。研究结果表明,随着拥有时间增加,可变动/不可变动的属性对满意度的影响逐渐增强/减弱,出现这一结果的原因在于可变动的属性比不可变动的属性更不容易被享乐适应,后期的满意度受前期的情绪和满意度影响。研究结果为企业在产品属性间合理分配有限资源及如何维持高满意度提供有意义的启示。
＂The weight of product attribute performance on customer satisfaction will shift over time＂ causes the interests among scholars and practitioners. But previous articles focused on how the weight shifted and the direction of the shift, without explai- ning why it happens. The present article first investigates the mechanisms and extracts attribute taxonomy based on standard vari- ation; then explore different directions on which variable/invariable attributes＇ weight on satisfaction shift; last, we introduces hedonic adaptation theory to explain the underlying mechanism of the shift above. On the background of smartphone usage, the data is analyzed to test above relationships by using Slope-shift Parameter Theory and SEM. The results show that, the weight of variable attribute on satisfaction strengthens, while the weight of invariable attribute on satisfaction weakens as time goes by. The possible underlying reason of the shift is that variable attribute is less affected by hedonic adaptation than invariable attribute is. In addition, long-term satisfaction is influenced not only by current emotions, but also by earlier emotions and satisfaction. These findings are significant for distributing resources reasonably on the products＇ attributes and sustaining high longitudinal satisfaction.