艺术品拍卖行业委托方客户满意度研究
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摘要
近二十年来,随着中国综合实力的增强,国民经济的持续增长,艺术品拍卖市场正走向繁荣,艺术品收藏正引起广泛的关注。与此同时,中国艺术品拍卖市场也存在许多问题和不足,亟待解决。本文以艺术品拍卖行业的委托方客户为研究对象,以线上调查、线下调查、线下访谈为主要研究方法,选取ACSI(顾客满意度指数模型)为理论模型,收集了来自全国各地不同行业、不同年龄段客户的调查数据,从而分析艺术品拍卖行业的客户满意度情况,研究客户对拍卖公司产生不满的主要原因。结论显示,超过一半的客户对目前拍卖企业的正规性、服务态度、成交率等方面存在不满,但不同客户群体对拍卖公司的体验和评价也存在差异,除了外围法制建设的不足和拍卖企业存在的乱象,客户自身的不健康心态是导致失败的主要原因。针对研究结论,本文提出了促进艺术品拍卖行业健康繁荣发展的相关建议。
In the past two decades, with the enhancement of China's comprehensive strength and the continuous growth of the national economy, the art auction market is becoming prosperous, and the art collection is attracting extensive attention. At the same time, there are many problems and shortages in the Chinese art auction market. Based on artwork auction industry to the customer as the research object, to survey of online and offline, offline interview as the main research methods, selection of ACSI(customer satisfaction index model) as the theoretical model, a collection of different industries, different age groups from all over the country the survey data of customers, to analyze the status of artwork auction industry customer satisfaction, the customer the main reason for the dissatisfaction on auction company. Conclusion shows that more than half of all customers for the normality of auction enterprises, service attitude, closing the dissatisfaction, but different customer group experience and evaluation to the auction company is different, the lack of legal system construction in addition to the periphery and auction enterprises exist, the customer's own unhealthy mentality is the main reason for the failure. According to the research conclusion, this paper puts forward some Suggestions to promote the healthy and prosperous development of art auction industry.
In the past two decades, with the enhancement of China's comprehensive strength and the continuous growth of the national economy, the art auction market is becoming prosperous, and the art collection is attracting extensive attention. At the same time, there are many problems and shortages in the Chinese art auction market. Based on artwork auction industry to the customer as the research object, to survey of online and offline, offline interview as the main research methods, selection of ACSI(customer satisfaction index model) as the theoretical model, a collection of different industries, different age groups from all over the country the survey data of customers, to analyze the status of artwork auction industry customer satisfaction, the customer the main reason for the dissatisfaction on auction company. Conclusion shows that more than half of all customers for the normality of auction enterprises, service attitude, closing the dissatisfaction, but different customer group experience and evaluation to the auction company is different, the lack of legal system construction in addition to the periphery and auction enterprises exist, the customer's own unhealthy mentality is the main reason for the failure. According to the research conclusion, this paper puts forward some Suggestions to promote the healthy and prosperous development of art auction industry.
引文
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[19]Amine Ghoumrassi,Gabriela uigu.The impact of the logistics management in customer satisfaction[J].Proceedings of the International Conference on Business Excellence,2017,11(1).
[2]Union Bank of Switzerland.The Art Basel and UBS Global Art Market Report[ER/OL].https://www.ubs.com.2019.
[3]常华.中国当代艺术品乱象研究[J].天津美术学院.2017(06):13-17.
[4]陈磊.艺术品拍卖市场乱象大起底[N].法制日报.2016-5-13.
[5]黄隽.2017年中国艺术品市场新动向[N].金融时报.2018-1-5.
[6]李沙.艺术品拍卖“三假”乱象[J].博览群书.2011(11):6-12.
[7]吴秉衡.我国拍卖法上不保证条款研究--以当前文物艺术品拍卖为视角[J].上海政法学院学报(法治论丛).2011(03):41-44.
[8]杨冀承.艺术品拍卖市场竞争法律问题研究[D].北京:中国政法大学,2013.
[9]李依彤.艺术品拍卖法律问题研究[D].北京:北方工业大学,2014.
[10]朱波.艺术品拍卖相关法律问题基础研究[D].上海:华东师范大学,2016.
[11]徐秀丽.国家文物局通报文物行政执法与监管工作[N].中国文物报,2016-3-25.
[12]齐建秋.国内艺术品市场避免两极化解读[N].北京商报,2017-12-1(C03).
[13]黄祥杰.艺术品市场失信面面观[J].金融博览(财富).2017(06):87-88.
[14]吴明娣.艺术市场专业人才培养的现状与问题[J].美术.2016(10):120-123.
[15]顾颖,王欣.近十年中国艺术品拍卖市场研究综述[J].南京艺术学院学报,2012(2):141-147.
[16]宋丹阳.我国鉴宝类电视节目研究[D].郑州大学.2014.
[17]吴之如.鉴宝不能只讲钱[J].东方收藏.2012(11)16-16.
[18]Mursalim,Abdullah Sanusi,Hendragunawan S.Thayf,Nur Alamzah.Customer Satisfaction,Efficiency,and Capital Structure as Determinants of Performance Transportation Companies in Indonesia[J].Mediterranean Journal of Social Sciences,2017,8(1).
[19]Amine Ghoumrassi,Gabriela uigu.The impact of the logistics management in customer satisfaction[J].Proceedings of the International Conference on Business Excellence,2017,11(1).