【摘要】 以顾客公民行为理论,探讨了体育健身中心消费者的顾客公民行为对服务质量的影响。为达成研究的目的,对北京和南京地区体育健身中心消费者采集了300名样本,除去回答不准确、选项漏填等不符合的问卷之外,共选定了299名为调查对象。在此基础上使用SPSS 15.0研究目的相符合的频度分析,技术统计,探索性因子分析,信度,多元回归分析得出了体育健身中心消费者的顾客公民行为会提高服务质量的结论。更多还原

【Abstract】 Based on the theory of customer citizenship behavior,the paper discusses the influence of consumers’ customer citizenship behavior on the quality of service in sports fitness centers.300 samples are collected from consumers in sports fitness centers in Beijing and Nanjing.299 are used as the subjects of this survey excluding those inaccurate questionnaires.SPSS 15.0 is adopted to conduct frequency analysis,technical statistics,exploratory factor analysis,reliability analysis and multiple regression analysis.It is concluded that the consumer’s customer citizenship behavior in sports fitness centers will improve the service quality.更多还原