服务质量、消费价值、旅客满意感与行为意向

作者对广东省三个旅行社进行了一次实证研究，探讨服务质量、消费价值和旅客满意程度对旅客行为意向的影响。统计分析结果表明，这三个因素都对旅客的行为意向有直接的影响。服务质量、消费价值、旅客满意程度和旅客的行为意向既是四个不同的概念，又是旅游服务消费经历的子概念。

Service Quality, Consumption Value, Customer Satisfaction and Behavioral Intention

The authors have done an empirical study in three travel agencies in Guangdong to investigate the impacts of customer perceived quality, value and customer satisfaction on customer behavioral intention. The results of statistical analysis indicate that all these factors have direct significant impacts on customer behavioral intention. Customer perceived quality, consumption value, customer satisfaction and behavioral intentions are four different constructs, but they are all the subdimensions of hospitality service consumption experience.