【摘要】 满意度理论起源于心理学领域,成熟于企业管理,而应用在城市社区研究中还属于全新的课题。文章基于心理学家克拉克提出的影响满意度的核心要素和瑞典顾客满意度指数(SCSB)模型,建立社区满意度的研究模型,提出相应假设,并通过实证方法对该模型进行了验证。研究结果表明,社区与居民间关系的影响因素对社区的满意度有直接的影响,而社区居民满意度则对社区情感有最终决定作用,同时社区情感也凸显了居民的满意程度。鉴于社区理论在当代中国的实践时日较短,居民社区意识和参与度较低,意识和参与因素对满意度的影响表现出同心理学和顾客满意度理论的构想并不一致的状况,从而增加了理论研究的难度。更多还原

【Abstract】 Based on the core elements of satisfaction proposed by the psychologist Clark and the model of Swedish Customer Satisfaction Index(SCSB),this paper makes an empirical study and presents a conceptual model of community residents’ satisfaction and the corresponding assumptions.The results show that the influential factors of the relations between community and residents have an immediate influence on satisfaction scale.And the community emotional factors are ultimately determined by satisfaction scale,while they can make satisfaction scale prominent.Furthermore,effects of awareness and participation on satisfaction scale reveal differences in terms of psychology and customer satisfaction theory.更多还原