三维度服务体验实证研究

服务体验是顾客对服务遭遇所作出的感觉和评价。顾客每次消费都追求相应的利益，比如，追求产品或服务的实用功能、享乐性情感或增进与同伴的友谊等。不同的消费目的决定了顾客的服务体验应当是一个多维的概念。本文在文献回顾的基础上，提出服务体验包含功能体验、情感体验和社会体验3个维度，并以餐馆为调研行业，用问卷调研方法验证了这3个维度的合理性。最后，文章提出对旅游体验作进一步研究的几点思考。

An Empirical Research on Three Dimension Service Experiences

Service experience reflects customers' feeling and evaluation of every service experienced.Customers pursue relevant benefits in service consumptions,such as practical functions of a tourism product or service,hedonic affections or reinforcement of the friendship between companions.The diversified consumption goals determine that service experience should be a multidimensional concept.Based on a review of related literatures,we proposed a three-dimension model of service experience,including functional experience,affection experience and social intercourse experience,and testified it with the results of investigations by delivering questionnaires and doing face-to-face interviews in restaurants.We addressed in the last section some implications for further researches on tourism experience.