中文摘要：

从顾客感知的视角，分析了顾客相容性的概念内涵和维度构成，设计了感知相容性的测量量表，并建立了反映感知相容性与顾客行为意向之间关系的理论模型。采用调查法收集数据，对相容性量表的信度和效度进行了检验，并进一步分析了感知相容性的4个维度，即空间相容性、特征相容性、语言相容性和行为相容性与顾客情绪、感知服务质量和行为意向之间的关系。最后，基于研究结果提出了进行顾客相容性管理的若干建议。

英文摘要：

From the perspective of customer perception, the meaning and dimension structure of customer compatibility are addressed. Then the measurement scale of customer compatibility is developed and a conceptual model is built to depict the relationship between customer compatibility and their behavioral intentions. A survey procedure is conducted to examine the model. Based on the sur- vey results, the reliability and validity of the scale are validated, and the impact of four dimensions of customer compatibility, which include space compatibility, appearance compatibility, verbal compatibility and behavior compatibility on customers＇ emotion, perceived service quality and behavior intention is examined too. Based on the research findings, several management suggestions are proposed to improve customer compatibility management.