服务补救方式对消费者情绪和行为意向的影响

本文采用情景模拟方法,以饭店服务失误和补救为例,分别测评了主动补救和被动补救对消费者情绪和行为意向的影响,结果发现,服务补救方式对消费者情绪和行为意向的影响存在显著差别,其中主动补救对消费者正面情绪、口碑传播和重购意向的影响显著高于被动补救,而对消费者负面情绪的影响显著低于被动补救;获得服务补救消费者的正面情绪与口碑传播和重购意向呈显著正相关,而消费者负面情绪与口碑传播和重购意向呈显著负相关。     

服务补救、总体满意度与行为意图：音乐对服务失败的影响研究

当服务失败发生时，企业的反应有可能恢复消费者满意度，也可能加剧恶劣的情况，将消费者推向竞争者。所以，服务失败和服务补救对企业来说是关键时刻，已有研究重点关注的是补救方法和归因，但是忽略了其他因素的影响。音乐作为一种在营销活动常见有效的方法，目前鲜有研究其对服务失败的影响。基于期望确认理论，通过实验探讨音乐对服务失败的影响，研究结果显示：消费者接触慢音乐比接触快音乐对服务失败的负面感受更低、服务补救的正面感受更高、总体满意度更高、行为意图更高；消费者接触喜欢的音乐比接触不喜欢音乐的行为意图更高。     

服务补救理论综述及运作策略探讨

无论多么优秀的企业,服务失败都不可避免。当发生服务失败时,迅速有效的服务补救可以提升顾客满意度和忠诚度。为此,服务提供者应该进行预应性设计,以降低可能的服务失败所带来的影响。通过对服务补救及其理论基础进行回顾,归纳总结了服务补救的三个理论,并对三个理论之间的关系进行了探讨,给出整合了三个理论的服务补救研究框架;最后提出应对服务补救的运作策略。     

基于外部比较下的服务补救后顾客行为意向的探讨

本研究探讨了同一顾客在一家企业经历了服务失败和服务补救后与在另外一家企业从未遭遇过服务失败的比较下其行为意向,为服务补救的研究提供了新的视角。本研究考察了顾客归因对服务补救预期的影响,验证了顾客的补救预期越高则其满意度越低,满意度越高则其行为意向越积极,证明了顾客的行为意向不仅受到满意度的影响还受到顾客感知的服务失败严重程度的影响。     

基于顾客满意的服务补救策略探讨

服务失败导致顾客的不满和投诉,进行有效的服务补救,有助于企业减少因服务失败所造成的损失,重塑企业形象和声誉,挽回因不满而失去的顾客,维持甚至提高顾客满意度.本文主要探讨了基于顾客满意的企业内部服务补救策略和企业外部服务补救策略.     

服务补救中顾客情绪对顾客满意之影响的实证研究

在顾客服务补救满意的研究中,本文引入情绪变量,提出了包含服务失败、服务补救整个过程的研究模型,采用情景模拟的方法进行了实证研究。研究表明:顾客在服务补救后的满意,受顾客服务补救后情绪的影响,而不是受顾客服务失败时的初始情绪的影响。其中,补救后积极情绪对补救满意有显著的正向影响;补救后外在归因消极情绪对补救满意有显著的负向影响。     

服务补救悖论形成机理研究

探明服务补救悖论的形成过程对服务失误的控制和服务补救策略的制定都具有重要的意义。本研究以满意度变化过程为主线揭示服务补救悖论形成的全过程。研究发现:服务补救悖论形成过程可由服务失误和服务补救两个不同的过程来描述,在服务失误过程中,失误频率、失误严重性和感知失误可控性都会显著促使顾客满意度降低,其中,失误严重性的影响最大;在服务补救过程中,实物和非实物补救水平都可以恢复消费者的满意度,并且二者的差异不大;关系强度对这两个过程的满意度变化均具有显著的调节作用,其中,关系强度低的顾客对于失误频率和失误严重性更加敏感,并且更注重实物补救水平。     

服务失误归因对服务补救效果的影响

服务失误是企业所竭力避免的,实践和学术研究都表明,在遭遇服务失误后,顾客满意度和顾客再购买意愿都会下降,而不同原因导致的服务失误对顾客满意度和购后行为的影响也不同。本文对于服务失误的原因重新做了分类,除了既有研究已关注的“内因”和“外因”外,补充了可能导致服务失误的第三方原因。通过情景模拟实验法,比较了这三种原因的服务失误对顾客满意度和购后行为的影响。结果发现,“外因”导致的服务失误对于顾客的负面影响最大,“内因”导致的服务失误对于顾客的负面影响最小,第三方导致的服务失误对于顾客的负面影响介于前两者之间。但无论是什么原因导致的服务失误,相同的服务补救引发的顾客反应是相同的。     

基于关键事件法的服务失败原因及补救战略效果定性分析

利用关键事件定性分析法对餐饮服务业的服务失败和补救战略进行了实证研究.结果发现员工没有礼貌的行为和漠不关心的态度是导致服务失败的最主要原因,员工和管理人员有诚意的解释和说明、负责任的态度、真诚的道歉等无形的精神方面的服务补救能更有效地提高服务补救成功率和顾客满意度.在餐饮服务企业中,企业实际提供的失败补救措施与顾客的期待尚有很大差异,服务性企业管理者应重视对一线服务人员的教育和培训,加强对服务提供系统、库存系统等方面的管理,通过灵活运用无形的情感补偿战略来消除顾客不满,重建顾客对企业的信任.     

服务补救后满意对顾客形成关系持续意愿的影响研究

为进一步探讨令顾客满意的服务补救对顾客形成关系持续意愿的作用机理,基于关系营销的视角,以Morgan和Hunt的承诺-信任理论为基础,采用结构方程建模的研究方法,构建并验证顾客服务补救后满意与顾客关系持续意愿之间的关系模型,研究数据来源于设定的银行业服务失误和对应的3种不同满意水平的服务补救情景.实证结果显示,顾客服务补救后满意必须通过信任和关系承诺变量的中介作用维系顾客关系,而对顾客的关系持续意愿没有直接的解释力;在服务补救背景下,顾客信任通过顾客情感承诺变量间接影响关系承诺.研究揭示出服务补救是服务企业关系营销的一种重要手段,时服务企业从服务补救的角度维系与顾客关系的管理实践具有理论指导意义.     

Encounter Satisfaction in E‐tailing: Are the Relationships of Order Fulfillment Service Quality with its Antecedents and Consequences Moderated by Historical Satisfaction?

This study focuses on whether historical satisfaction with an e‐tailer (HSat) moderates baseline relationships in order fulfillment service quality models. HSat is defined as satisfaction with the e‐tailer spanning all transactions except the current encounter. Encounter satisfaction (ESat) is defined as the consumer's satisfaction with the current transaction. In the baseline model, four order fulfillment service quality (OFSQ) dimensions managerially relevant to consumer e‐tailing are examined: timeliness, availability, condition, and billing accuracy. The baseline structural model results support that OFSQ dimensions impact ESat, which in turn predicts two key consequences—repurchase intention and word‐of‐mouth. Adaptation theory is used to model the role of HSat, while controlling for transaction recency, vendor familiarity, and competitive pricing. HSat is shown to have pervasive main and interaction effects upon all baseline model relationships. These moderation effects have great managerial relevance. For example, the results illustrate a phenomenon similar to the service recovery paradox, wherein when a negative service encounter is followed by a highly positive service recovery event, previously dissatisfied consumers, as compared to previously satisfied consumers, respond with higher levels of current satisfaction. For managers, this finding is encouraging because policies that create highly positive events for consumers can thus supersede past negative experiences. Our results show however that HSat cannot be completely superseded by current OFSQ or current ESat.     

Productivity drift in extended learning curves

The pattern of changes in the Extended Learning Curves representing the performance of 114 assembly workers in an electronics firm is examined in terms of changes in productivity drift over long periods of time. It is shown that 2 types of discontinuities can occur. The first consists of a temporary levelling off in productivity followed by a recovery to new higher levels of productivity; the second has a sustained period of negative productivity drift. A number of work facets are statistically tested as possible causes of these patterns of productivity drift, but, the only significant relationship (at P ≤ 0.05 level) is with length of service in job. Some evidence is presented to show that conventional work measurement methods are not effective in terms of assessing the true work output of experienced workers since such workers are able to beat the system by claiming those allowances which are most difficult to cross-check.     

The occupational stress indicator locus of control scale: Should this be regarded as a state rather than trait measure?

Robertson et al (1990) concluded that the Occupational Stress Indicator's (OSI) locus of control scale did not have an acceptable level of validity. The present study compared two groups of health service employees, categorized on the basis of their obtained OSI locus of control scale scores as having 'high' versus 'low' control, on a number of other OSI scales. Subjects who regard themselves as having 'high' control reported significantly less work pressure, employed certain coping strategies more frequently, reported lower ill health scores and were more job satisfied. The findings are theoretically consistent with the argument that the OSI locus of control scale is a subjective measure of an individual's appraisal of their control at work (i.e. a state measure) rather than a trait construct as measured by Rotter's scale (as used in the OSI validity study by Robertson et al).     

Professional networks,science ability,and gender determinants of three types of leadership in academic science and engineering

This paper examines the factors associated with holding leadership positions among men and women academic scientists. We develop hypotheses for three determinants of leadership: professional networks, science ability, and gender. We test the resulting model on the likelihood of holding three different types of academic science leadership—research center leadership, university administrative leadership, and discipline leadership. Findings show that while science productivity and reputation are strongly associated with having either a center or discipline leadership position, they are less strongly associated with administrative leadership. Also, larger and more dense collaboration networks predict having a center leadership position, but the opposite is true for holding an administrative leadership position. Women are more likely to be in discipline leadership positions and less likely to be a leader of a research center or have an administrative university leadership position. Finally, having more women in the network reduces the likelihood of holding discipline or center leadership positions. Interpretations of findings and conclusions explore the potential implications for theory, practice and policy.     

PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*

This paper addresses the issue of service design, specifically that of designing the service encounter for improved quality. We introduce a framework based on the three T's of task, treatment, and tangibles as a means of organizing the application of the diverse and growing body of service quality literature to encounter design. The framework is consistent with how successful service managers disaggregate the design problem. More importantly, we show that mutually supportive interrelationships between the three T's produce an opportunity for designing in a robustness to service failure. The framework is supported by case based evidence.     

Leader-employee congruence of expected contributions in the employee-organization relationship

Employees' expected contributions can be incongruent with those of their leader. We examine the congruence effect of leaders' and employees' expected contributions on job satisfaction. Results of cross-level polynomial regressions on 947 employees and 224 leaders support the congruence effect. When expected contributions are congruent, employees are more satisfied with their job. Our findings suggest that employees enjoy high challenges, as long as these challenges are in harmony with the expected contributions of their leaders. Employees are less satisfied with their jobs both when their expected contributions were higher than their leaders' and when their expected contributions were lower than those of their leaders. Beyond the relevance of having high expected contributions, the findings highlight the crucial role played by the congruence of expected contributions of leaders and employees.     

Living with zombie companies: Do we know where the threat lies?

This paper shows the existence of extreme types of zombie firm, i.e. companies with negative equity that continue to do business despite having lost their entire equity. We explain how these firms are measured and how the riskier ones are defined with different determinants. Using a Spanish sample from 2010 to 2014 an index called the EZIndex is developed that includes four dimensions of the extreme zombie problem: extension, contagion, recovery signs and immediacy. The paper contributes to zombie theory on the one hand by developing a method for ranking zombie firms based on risks and changes over time, and on the other hand by using a log-linear model to detect the riskiest corporate profiles out of all these risky firms. It demonstrates significant implications that need to be considered by the competent authorities not only in terms of their impact as a whole but also in regard to the particular profile of extreme zombie firms: they are less regulated, large and located in regions with large business fabrics.     

Can Overconfidence be Debiased by Low‐Probability/High‐Consequence Events?

During the first half of 2008, China suffered three natural disasters: a heavy snow storm, an outbreak of hand‐foot‐mouth disease, and a severe earthquake. The aim of the present study is to explore how low‐probability/high‐consequence events influence overconfidence. In Study 1, opportunity samples were obtained by recruiting residents in three different types of disaster‐hit areas to answer a peer‐comparison probability judgment questionnaire about 1 month after the corresponding disaster occurred. The performance of 539 participants in disaster‐hit areas was compared with that of 142 residents in a nondisaster area. The findings indicate that residents in disaster‐hit areas were less overconfident than those in the nondisaster area on both positive and negative events. In Study 2, we surveyed a total of 336 quake‐victims 4 and 11 months after the earthquake to examine whether the impact of disasters on overconfidence would decay with time. The resulting data indicate that the disaster victims became more overconfident as time elapsed. The overall findings suggest that low‐probability/high‐consequence events could make people less overconfident and more rational and seem to serve as a function of debiasing.